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ACCESS DENIED: The unlawful refusal of Guide Dogs in taxis surfaces again

Perry Richardson


A worrying incident in East London has reignited concerns about the treatment of disabled passengers relying on assistance dogs.


Deborah Persaud, a disability rights campaigner and chair of Transport for All, was left stranded when a taxi driver refused to transport her and her guide dog, Betty. The incident, which occurred in Dalston, highlights the ongoing challenges disabled passengers face despite clear legal protections.

According to Metro, Ms Persaud had pre-booked her journey through ComCab to attend an event in Kings Cross. Despite informing the company in advance about her guide dog, the driver, Rahim Eren, declined to take her, citing an allergy. When asked to produce a medical exemption certificate, Mr Eren reportedly drove off without further explanation, leaving Ms Persaud to manage on her own with heavy bags and no immediate alternative transport.


This incident highlights the legal obligations that taxi and private hire vehicle (PHV) drivers face under the Equality Act 2010, which mandates the acceptance of assistance dogs without additional charges. Drivers can only refuse such passengers if they hold a valid medical exemption certificate, which must be issued by the relevant licensing authority and carried at all times. Without this, a refusal is considered unlawful and discriminatory.

The Equality Act 2010 is designed to ensure disabled passengers have equal access to transportation services, safeguarding their independence and mobility. Drivers who fail to comply face prosecution, as seen in a 2021 crackdown by Transport for London (TfL). Twelve licensed private hire vehicle (PHV) drivers were prosecuted that year for refusing to carry guide dogs, resulting in fines totalling £4,170, along with additional costs and compensation orders.


Transport regulators and enforcement bodies are taking an increasingly firm stance. Refusal to comply with the law not only damages public trust but also opens drivers and operators to significant financial and reputational penalties.

Wider Impact on Disabled Passengers


Refusals like the one experienced by Ms Persaud extend beyond just inconvenience. They can leave disabled passengers feeling excluded and vulnerable, particularly when left in unsafe or unfamiliar environments.


Efforts are being made to tackle these refusals through education and stricter enforcement. Organisations such as Guide Dogs have launched campaigns to raise awareness about the legal obligations of taxi and PHV drivers. The “Open Doors” initiative calls for improved training to ensure drivers understand the importance of inclusivity and compliance with the law.

Licensing authorities are also being urged to introduce mandatory disability equality training as part of driver licensing requirements. This training would emphasise the legal and ethical importance of accommodating assistance dogs and the penalties for failing to do so.


Incidents like the one involving Ms Persaud highlight the need for stricter enforcement, comprehensive driver training, and broader public awareness campaigns.


The law is clear: unless a driver has a valid medical exemption certificate, they are required to accept assistance dogs.


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