Despite many criticisms of social media, many of them echoed by me, it is, and can be going forward, a force for good. It can be eye-opening, informative and educational all in one. That This act of ignorance took place in a supposed first world country, in a modern city and in full view of the public gaze. Think about that for a minute. A long established Facebook friend of mine, Bhavini Makwana, was visiting Manchester, with her daughter assuming the role of support worker for the trip. Actually, it is irrelevant whether she was travelling with others or alone, what happened next is appalling.

On Tuesday 11th June 2024, Bhavini arrived at Piccadilly railway station in Manchester, where she had ordered a Uber to carry her, her daughter and her labrador guide dog, Colin, to their destination. On realising Bhavini had Colin with her the driver refused to take them. The driver was clearly ignorant in more ways than one. First of all, was ignorant of the law and their own company’s policy for taking assistance animals. A driver can only refuse to take a service dog if they carry a medical exemption certificate which, if this driver had one, he did not display or present it. Then, in a show of ignorant rudeness, the driver simply drove away leaving the pair stranded at the pick-up, Bhavini continuing to converse with an open space. Eventually, despite the best efforts of this driver, Bhavini got to her destination where she was hosting a webinar.

Blind Tip: Please, whenever you take your leave from a blind person, ensure that you let us know you are moving away so that we are not left talking to fresh air.

Bhavini said, on her Facebook account, “It’s absolutely not fair when we just want to get on with our lives like everybody else. It caught me off guard, as I haven’t faced a refusal in over two years, and since they (Uber)updated their policy I’ve been so lucky. It just reminded me of how humiliating and degrading it feels to be treated like this.”

The above Act is very explicit on how taxi and private hire firms and sole traders must deal with disabled users and their assistance animals. If the passenger is a guide dog owner, it is a criminal offence (unless holding a medical exemption certificate) to refuse to carry their dog or charge extra for doing so. If convicted of refusing to carry a guide dog, or not allowing it entry into any business or service premises, with the odd exception, you could be liable to a fine of up to £1,000 plus court costs and a victim surcharge.

Police Tip: when an incident of this nature is reported to you, do not fob it off as a civil matter. Make no mistake about it, it is a crime.

One good thing I have found is that Uber do have a policy for taking guide dogs. It just seems like they don’t have a policy for making sure their drivers know these rules. Having said that, though, it is against the law; I don’t suppose they have to have it in their policy that it is against the law to murder someone, do they? It does appear that the actions of this particular individual are, at least, in a minority, whilst not completely unheard of.

If you do get allergic reactions to dogs, I would urge you to get medical exemption. I know what it is like to have streaming eyes from dogs and cats. For all I know it is possibly unlawful to drive whilst suffering from such a condition. Even if you do suffer from such a condition, don’t attend every call you are given. Make sure you check with the end user first. The Act also requires you to be proactive not reactive. In the case of Uber and other firms you should ask your client if they have any special accessibility requirements, such as being accompanied by a guide dog. If they do have a guide dog you can send the appropriate driver; after all, you know which of your drivers have medical exemption. Whilst taking the booking ensure your personnel know they are picking up someone with a guide dog, reminding them that it is against the law to refuse. When you think about it, it is no different to a restaurant asking a customer if they have any special dietary requirements.

Business and Service Provider Tip: when accepting a booking for anything make sure you ask if there are any special accessibility requirements. It just might save a load of hassle further down the line and, for that matter, everybody’s time. Whatever you do, do not blame the client, they are entitled to enter into an agreement in the knowledge that you, the provider, are fully acquainted with the law around equality and discrimination.

Subsequent to writing the above, I have had a post-script from Bhavini, who experienced a similar reaction, only one week later, on 19th June, from another Uber driver, whom she ordered to take her to Euston Railway Station in London. Whilst displaying the full plumage of a rare Uber Ignoramus, he told Bhavini, in no uncertain terms, she was to book Uber Pet from now on. Once again, this driver decided to drive off and leave my friend in the lurch. This is not on. Sort it, Uber; if you can’t educate them, discipline them.

I think it is about time we started to gather the evidence and get these drivers and their employers into Court. They might sit up and listen. I bet you only have to give Colin a new instruction only once!

Find out more
https://www.guidedogs.org.uk
https://www.transportforall.org.uk
https://www.uber.com

White Cane Ratings
Uber: 🦯 1
Guide Dogs UK: 🦯 🦯 🦯 🦯 4