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Wheelchair delays of up to two years prompt Freenow by Lyft call to protect accessible black cabs
Freenow by Lyft has warned that wheelchair provision delays and barriers to accessible transport are restricting disabled people’s independence, following new findings from the Parliamentary and Health Service Ombudsman (PHSO).
The Ombudsman’s latest report reveals that some disabled people in England are waiting up to two years for wheelchairs, with serious consequences for their ability to access education, employment and everyday activities.
The findings have prompted a response from the taxi booking platform, which says the availability of wheelchair-accessible transport must also be considered when addressing the wider challenges faced by disabled people.
Danny O’Gorman, UKI General Manager at Freenow by Lyft, said: “These findings expose the human cost of poor wheelchair provision. No one should wait months or years for equipment that lets them work, study and get around.”
Wheelchair provision is a critical part of enabling disabled people to travel independently. Delays in receiving suitable equipment can affect an individual’s ability to leave home, attend appointments and participate in education or employment.
However, access to appropriate mobility equipment does not necessarily guarantee that suitable transport will be available when required.
O’Gorman said: “Accessible transport is just as vital. Our latest research has highlighted the barriers wheelchair users still face, with 90% of wheelchair users alongside those in their personal networks saying easy app-based booking of an accessible black cab is essential to everyday independence.”
The company’s recent research also found that 26% of young people aged 16 to 24 surveyed said transport barriers had affected their ability to reach work, school, university or interviews.
Almost half of young respondents who use a wheelchair or know someone who does reported having missed or cancelled plans because of transport accessibility problems.
The findings add to ongoing discussions about the future availability of wheelchair-accessible taxis in London, where licensed black cabs are required to meet accessibility standards.
Unlike private hire vehicles, which are not universally required to be wheelchair accessible, London’s licensed taxi fleet provides a regulated transport option for passengers who need to remain in their wheelchairs during journeys.
Freenow by Lyft has previously urged Transport for London (TfL) and the Mayor of London to consider financial assistance to support the continued operation of accessible black cabs.
O’Gorman added: “Our findings once again underscore the need to protect London’s black cab fleet to ensure the city remains accessible for all. We’re continuing to call on TfL and the Mayor of London to explore the financial support needed to keep these vital vehicles on the road for the long run.”
The company’s stance links the national concerns over wheelchair provision with the availability of accessible transport services in the capital. For taxi operators and drivers, the discussion centres on the cost of maintaining and replacing wheelchair-accessible vehicles, alongside the need to ensure that passengers can continue to access suitable transport.
The Ombudsman’s report, published on 11 November 2026, also recorded an increase in wheelchair service complaints from eight in 2020/21 to 110 in 2025/26. More than 80% concerned services delivered by independent providers.
The report calls for stronger national oversight, better information about wheelchair users’ needs and improvements in how NHS commissioners assess service performance.
