How can taxis better serve passengers with hidden disabilities?
The Department for Transport's report on non-visible impairments has highlighted challenges faced by people with hidden
disabilities when using various transport modes, including taxis. For taxi drivers and operators, this offers a clear opportunity to adapt services to better meet the needs of this often-overlooked group of passengers.
For those with impairments like autism, anxiety, or memory issues, taxis are often a preferred mode of transport due to the flexibility and control they provide. Many passengers reported feeling safer in a taxi compared to crowded buses or trains.
However, barriers still exist, particularly around communication. One key issue is booking. Many passengers with non-visible disabilities struggle with the anxiety of phone calls, especially when needing to provide or understand information quickly. Taxi companies could ease this anxiety by expanding online booking systems or apps, which allow passengers to book without direct verbal interaction. In addition, providing a clear, visual interface for booking, complete with easy options for specifying accessibility needs, could encourage greater taxi use among this group.
Passengers also appreciate consistency. They often return to the same drivers or firms when they feel comfortable, suggesting there is value in cultivating familiarity. Drivers who understand a passenger's specific needs can make the journey smoother. One recommendation is to create a system where passengers can request specific drivers with whom they’ve had positive experiences. This could foster trust and help more passengers feel comfortable travelling alone.
The research highlighted that many passengers with hidden disabilities value predictability. Some reported being anxious about taxi arrival times. Expanding the use of tracking apps that provide real-time updates on the vehicle's location could address this issue. Such features are already commonplace in ride-hailing apps, but traditional taxi firms could benefit significantly from adopting these features to alleviate passenger stress.
Training drivers in recognising and understanding non-visible impairments could also be beneficial. Simple actions, like understanding that a passenger may struggle to communicate or may need extra time to enter or leave the vehicle, can make a significant difference. An awareness of common non-visible conditions, and how to assist subtly and sensitively, would help drivers better serve these customers.
Finally, affordability remains a challenge. Many participants said that while taxis are often their preferred choice, they can be cost-prohibitive for regular journeys.
Collaborations with local councils or the introduction of subsidised schemes for those with disabilities could provide some relief, making taxis a more viable daily option. The report makes it clear: taxis are a lifeline for many with non-visible disabilities. By adapting booking systems, promoting driver familiarity, offering real-time tracking, and ensuring drivers are trained to meet specific needs, the taxi industry could enhance accessibility significantly for this important group of passengers.
