Reviews

Hello,

I’m writing to share feedback following a very upsetting experience we had today when booking a wheelchair taxi through your phone service.

I called to request a wheelchair taxi and was advised there would be an hour wait, which we accepted. However, when the taxi arrived, the driver apologised and explained that he could not take an electric wheelchair. This was extremely distressing, as this had not been mentioned at any point during the booking, and it left us feeling stranded.

I would reasonably expect that when booking a wheelchair taxi, the person taking the call would ensure a vehicle suitable for a standard electric wheelchair is sent. The wheelchair in question was not oversized or unusual in any way.

When I phoned back to explain what had happened and to give feedback, the person I spoke to was unfortunately very defensive and unpleasant. He repeatedly told me it was my fault for not specifying that the wheelchair was electric. This was upsetting and stressful, particularly given the situation we were already in. I don’t understand why this would need to be specified when I had explicitly asked for a wheelchair taxi.

In reality, many wheelchair users rely on electric wheelchairs, and manual chairs are far less common. This is why I believe your phone staff would greatly benefit from basic accessibility and disability awareness training, including:

• Asking the right clarifying questions when booking wheelchair taxis

• Understanding that “wheelchair taxi” should, by default, accommodate standard electric wheelchairs

• Responding with empathy rather than blame when issues arise

I want to highlight that the taxi driver who arrived was absolutely lovely. He was kind, apologetic, and genuinely tried to help us find another driver. He was a real credit to your company.

I hope you take this feedback seriously and use it to improve your service. Please support the disabled community by making your booking process more inclusive and ensuring your staff are better trained to handle these situations with care and understanding.

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