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PROS AND CONS: Should black cab taxi apps introduce something similar to Uber’s new service animal feature?

Perry Richardson


Uber’s latest move to improve accessibility for those travelling with assistance dogs has sparked an important debate in the wider taxi trade. The ride-share giant now allows passengers to self-identify as service animal handlers, automatically notifying drivers in advance. The change is intended to reduce cancellations and improve service for passengers who rely on guide dogs. But should black cab apps follow suit?


On the face of it, the feature appears to be a positive step for accessibility. Passengers no longer feel the need to manually message drivers about their guide dog, not that they should feel a need to in the first place, and drivers receive a clear indication of their obligations under the law.

However, there are concerns over whether such a system could be exploited and whether it offers adequate protection for drivers who may need to cancel a job for legitimate reasons.


UK Law on Taxis and Guide Dogs


In the UK, it is illegal for taxi and private hire drivers to refuse a booking or a journey because the passenger has a guide dog or other assistance animal. The Equality Act 2010 states that licensed drivers must carry assistance dogs at no extra charge. Failing to comply can result in fines of up to £1,000, as well as potential suspension or revocation of a driver’s licence.

London’s iconic black cabs are already well-regulated in this regard. Under Transport for London (TfL) regulations, black cab drivers must accept guide dogs unless they have a medical exemption certificate. Similar rules apply across the UK, ensuring that disabled passengers have fair and equal access to taxis.


Despite these protections, some passengers still report difficulties securing a ride with a guide dog. Uber’s solution is intended to address this, but it raises a number of practical and ethical concerns.


Could the Feature Be Misused?


One major question is whether a feature allowing passengers to self-identify as service animal handlers could be open to abuse. If a passenger falsely selects the option, knowing that drivers may be more reluctant to cancel, does this put drivers in a difficult position?

Drivers may already be wary of cancellations, as refusing a job based on a service animal could lead to serious consequences. If a rider falsely claims to be a service animal handler, would there be any checks in place to prevent this? Without safeguards, there is potential for some passengers to misuse the system to secure a ride faster under false pretences.


Does the Feature Protect Drivers?


Another key issue is whether such a system offers drivers enough protection. There are many reasons why a driver might need to cancel a job—traffic conditions, closed roads or even personal safety concerns. If a cancellation occurs and the passenger has self-identified as a service animal handler, could the driver be at risk of an unfair allegation and feel obliged to take the fare whatever the risk?

Uber has included an in-app notification reminding drivers that it is illegal to refuse a passenger because of a guide dog. But what happens in cases where a driver cancels for a completely unrelated reason? Could drivers find themselves increasingly defending their decision against accusations that are difficult to disprove?


Black cab drivers operate under strict licensing conditions, with TfL and other local authorities already enforcing regulations around accessibility. If a feature like this were introduced on black cab apps, it would need to carefully balance accessibility with protections for drivers against unfounded complaints.


 
 

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