What are people's experience in using the Taxicard service in London? — Scope | Disability forum
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What are people's experience in using the Taxicard service in London?

Novak33
Novak33 Community member Posts: 2 Listener
What an eye opener it has been for me as a new wheelchair user! Due to lockdown I hadn't been able to take advantage of the Taxicard service and tried it for the first time a couple of weeks ago. Not only was the taxi 20 minutes late, my experience of travelling was nightmarish, arriving at my destination in tears.. As a manual wheelchair user, used to using hospital transport to get to appointments, I am able to transfer onto the backseat, and my chair folds up and goes in the boot. With this black cab taxi, I was wheeled into the cab, side on, no seat belt, my neck was cricked and I had to hold on to the rail the entire journey, it was really awful and I felt unsafe the entire time. I mentioned how uncomfortable I was to the driver and he said nothing. I've since sent a complaint and had no useful response, despite chasing it up.

I booked an Uber Assistance for my return journey and this was very comfortable. It seems to me that ComCab are firstly not really interested in the care and comfort of their passengers and they can't even be bothered to answer complaints. I believe the contract should be given to a company that have drivers with specialist training and comfortable vehicles. Currently Taxicard customers are being taken for a (very uncomfortable) ride, worse than if we were produce being carted around. London Councils need to sort out this service that I'm sure would be a lifeline for many, their service is not good enough.

I'm interested to hear others experiences?

Comments

  • Cher_Alumni
    Cher_Alumni Scope alumni Posts: 5,741 Disability Gamechanger
    edited August 2021
    Hello @Novak33 and a warm welcome to our community.  How are you keeping?

    Oh heck, that doesn't sound like a good experience at all.  I'm sorry it fell short and left you feeling upset.  

    I wasn't familiar with the Taxicard service as I live 'up north' and did some digging.  Here's a link to the London Council Taxicard webpage for those who aren't too familiar either.

    Inside the 'Welcome booklet' (note - clicking the link will prompt a download) it says:
    It is a legal requirement that wheelchairs are properly secured inside the taxi and drivers are required to ensure this is done. Wheelchair users should be carried facing the rear of the taxi with their back to the partition with the driver.

    The attachment belts in the taxi are designed to safely secure them and they will only work properly if the wheelchair is in this position. If a taxi driver says he cannot fit the wheelchair in this position, then it is not legal or safe to travel and passengers should not do so.

    Some electric wheelchairs are too large to be secured inside a taxi and therefore cannot be carried legally. To check if your wheelchair can be carried, call Customer Services on 020 7908 0271 and select option 3 to discuss.

    If you are travelling in a wheelchair you should mention this when you make your booking to ensure that a suitable vehicle is provided
    Have you tried calling the Customer Services line to register a complaint?  Did you make your complaint via letter/email?  I wonder if it's the case they have backlogs, but I appreciate this doesn't excuse the lack of attention to accommodating your needs and poor service.    

    Thank you for telling us about it and I'd be interested in knowing others experiences too.  
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  • Novak33
    Novak33 Community member Posts: 2 Listener
    Thanks very much for your response and discovering that I was 'transported' illegally. I complained through the appropriate channels and waited the 10 days, twice, and got no response. I've now heard from a mobility services officer, so let's see what happens. I can see me writing to Transport for London, who won the contract as there are a couple of other points I'd like to raise about the service being sub-standard to say the least.  

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