‘Show them my email’: Assembly Member reveals disabled traveller forced to prove right to TfL-funded taxi as Mayor of London responds
- Perry Richardson
- 2 hours ago
- 2 min read
The Mayor of London has reaffirmed that Transport for London (TfL) staff should arrange and pay for an accessible taxi when no reasonable step-free alternative is available, following renewed concerns over inconsistent application of the policy across the network.
Responding to a written question from Caroline Russell as part of Mayor’s Question Time, the Mayor acknowledged that Transport for London continues to strengthen staff training after reports that some disabled passengers have been left stranded when lifts or step-free routes become unavailable.
Russell highlighted that she had first raised the issue in December 2025, suggesting the introduction of a dedicated “taxi card” that disabled passengers could carry to remind staff they are entitled to a taxi if a step-free journey becomes impossible. Although TfL officers had since advised that existing travel support cards and staff training should be sufficient, she said one constituent continued to experience problems.
According to Russell, the constituent has repeatedly found themselves unable to access assistance, sometimes having to show station staff an email from the Assembly Member containing advice from TfL confirming staff were permitted to book a taxi. She asked what further measures, beyond existing training and travel support cards, could be introduced to ensure disabled passengers can get home safely when accessible journeys are disrupted.
In his response, the Mayor said TfL is continuing to roll out Disability Equality Training while issuing regular communications to London Underground customer service teams to reinforce its Customer Taxi Policy.
The Mayor restated the policy, saying: “If for any reason we are not able to offer you turn up and go assistance, or step-free access is unavailable, staff will help you to plan an alternative step-free journey to your destination. If there isn’t a reasonable alternative route, we’ll book you an accessible taxi (at our cost). This will take you to another step-free station from where you can continue your journey, or to your destination station within the Greater London area, whichever is quicker and more convenient for you.”
The response added that the policy applies across journeys involving the Tube, London Overground, the Elizabeth line, the Docklands Light Railway, National Rail services and trams where appropriate. The Mayor said TfL is also working with its rail partners to ensure the policy is applied consistently and that joint best practice training is provided across all customer-facing teams.
The Mayor concluded by requesting further details about the constituent’s journeys so TfL could investigate the circumstances and understand why the policy had not been followed in those cases.
The exchange highlights the continuing importance of accessible taxi provision as part of London’s integrated transport network. While the Customer Taxi Policy has been in place for several years, concerns remain that inconsistent awareness among frontline staff can leave disabled passengers without the support they are entitled to receive when step-free routes become unavailable.
