Charity details just how cross-border licensing and ride-hail impacts accessibility for disabled passengers
- Perry Richardson
- Oct 6
- 3 min read
Cross-border taxi licensing is leaving blind and partially sighted passengers uncertain about safety and accessibility when travelling, according to the Thomas Pocklington Trust (TPT).
The charity has urged government to create national standards so that passengers who rely on taxis and private hire vehicles (PHVs) can travel anywhere with confidence.
Under current rules, drivers can operate in areas far from where they are licensed. This means that a passenger in one town may be collected by a driver trained and vetted under an entirely different authority’s system. For blind and partially sighted passengers, this creates confusion and risk. The driver may not have completed disability awareness training or know how to assist with guide dogs or communication needs.
TPT says the lack of consistency in driver training and enforcement undermines independence for those who depend on accessible transport. Research by the charity found that more than 80% of blind and partially sighted people prefer to use taxis or PHVs because they provide flexible and direct travel. Yet, without standardised licensing and training, this essential service can feel unreliable.
The charity has called for the Government to require all taxi and PHV drivers to undertake a single, nationally recognised course in disability equality. Training should include how to support passengers with visual impairments, guide passengers safely to vehicles, and ensure guide dogs are accepted without issue.
Cross-border operations also complicate how passengers can make complaints. A passenger who experiences discrimination may not know which local authority to contact, and some councils do not provide accessible complaints systems. TPT says this leaves many unable to seek redress and erodes trust in the system.
The Trust argues that a single national framework would eliminate confusion about licensing boundaries. It would ensure that every driver, regardless of where they are licensed, meets the same standards for conduct, communication and passenger assistance. Councils could then focus on enforcement and education rather than drafting their own separate rules.
TPT also raised concerns about the growth of digital ride-hailing platforms such as Uber and Bolt. For blind and partially sighted users, app-based booking can provide useful tools, such as driver information that can be read with screen readers and direct communication through text or audio messages. These features can make it easier to locate a vehicle and confirm the journey.
However, the Trust warns that customer service and complaints handling by large app operators often fall short of accessibility standards. Issues are typically dealt with by remote service centres rather than local teams, making it harder for passengers to resolve incidents quickly. The charity says government may need to regulate these systems to ensure they are accessible, transparent and responsive.
Another concern is that app-based services may not always guarantee that drivers have received suitable disability training. Because many drivers are licensed under different authorities, passengers cannot be sure what standards have been applied. This inconsistency is particularly worrying for blind and partially sighted passengers who depend on trained drivers to provide safe and lawful assistance.
The charity’s submission to Parliament calls for the Government to take a stronger role in ensuring equality and accessibility across the taxi and PHV sector. It says that without reform, passengers will continue to face barriers when travelling between towns and cities, limiting their access to work, healthcare and social activities.
TPT argues that taxis and PHVs are not a luxury but an essential service for many disabled people. Standardised national licensing and regulated digital platforms would help ensure that every journey, whether booked through an app or at a rank, meets the same basic standards of safety, accessibility and dignity.
