Your Rights
You may have heard about recent changes in law giving disabled people new rights on public transport.
Under the Disability Discrimination Act (DDA), if you have difficulties using public transport, you should be entitled to request and expect fair treatment. If a bus, tram or train service proves difficult for you to use, transport providers are now be obliged to make ‘reasonable adjustments’ – such as removing or changing whatever is causing you problems.
The Disability Discrimination Act offers protection to everyone living with a disability or a long-term health condition. However, it’s important that you’re clear what this means with regard to public transport.
The DDA covers active discrimination on the grounds of disability. So, if you find a public transport service difficult to use because of a disability or condition that you have, then you have the right to fair treatment and could seek action in order to secure it. If, on the other hand, your train is simply late or delayed, you are not entitled to any protection under the DDA, and registering complaints with official disability bodies on such matters is probably a waste of time (yours and theirs). When it comes to public transport, it’s important to distinguish between genuine difficulty and discrimination, and everyday inconveniences that we all experience from time to time.
In this section we provide key information on the Disability Discrimination Act and your rights. Use the links below to click through to the relevant pages:
The Law: the DDA and who it covers
Help and Advice: where to go for help and guidance on legal issues, and how to register a complaint
Transport Operators: find out how to give feedback to your local transport operators
45 comments on “Your Rights”
edna Says:
i am looking for coach holidays from around birmingham that have a diaabled lift for wheelchairs does anybody know of any?
September 9th, 2007 at 5:18 pm
Lyn Says:
I recently travelled with my son, who is a powered wheelchair user, from our home in Middlesex to visit family in County Durham. This entailed using four separate buses across London, a mainline train and a local train. It was the first time we had attempted the journey using public transport and I must say that I was surprised (and delighted) that we had no problems at all accessing the transport with the wheelchair.
However, once in Durham it was a different story. On our only attempt to travel into the next town for shopping four buses passed with no wheelchair access, the fifth bus passed with a ramp which was screwed down and unusable (we were told it was broken)amd the sixth bus did have access.
I spoke to the Manager at the bus station and he said their buses did not have to be accessible until 2015 as they were on a rural route. How can this be if the DDA gives rights to travel.
September 4th, 2007 at 10:42 am
Si Says:
Diane,
My brother also has epilepsy, and has one of the bus passes of which you speak. I beleive he had to apply for a provisional drivers licence, only to be refused by the DVLA. This rejection was then suitable grounds for granting a disabled bus pass. He also holds a disabled persons railcard on the same grounds as I understand it.
If you need any further help, Id be happy to point you in the right direction.
September 3rd, 2007 at 7:01 pm
Alan Says:
I have a disabled son. The problem is that his disability is not visual. He appears to be like any other teenager, but he has Autism/Aspergers. He finds it difficult to travel in crowded transport, so he tries to travel at less busy times. However we encourage him to be independent and sometimes this means he has to travel aduring rush hour. At these times he needs a seat to feel safe. If he is not feeling safe, he gets anxious and his behaviour deteriorates. It is very difficult to ask someone who does not appear disabled to let my son who also doesn’t look disabled, sit in their place. I always have to consider that the person we are asking to move may also be disabled in a similar way. This is where it gets tricky!
Alan (Nottingham)
September 3rd, 2007 at 4:24 pm
Matt Says:
That would be this one going to HUCKNALL.
http://matthew9559.fotopic.net/p44235978.html
August 19th, 2007 at 9:05 pm
Diane Says:
I have just applied for my son a dissabled Bus Card but was turned down by social services who said the only way he would be considered for a bus pass was if he took a letter from his doctor or specialist to Nexus explaining that he would’nt be allowed to take driving lessons because of his epelepsey, and depending on how the letter was written they would issue his bus pass there and then is this correct, I live in Tyne and Wear.
August 18th, 2007 at 10:24 pm
Emi Says:
oops meant to say walking to the shop, brain fog!
August 17th, 2007 at 12:52 pm
Emi Says:
Hi,
I’m nearly twenty, have a full time job, and have trouble walking. I have ME or Chronic Fatigue Syndrome. Even though this illness is very debilitating I wanted to work and earn a wage, am I elegible for any sort of pass? I use public transport every day as I live in an area that is quite hilly, it’s easy walking back to the shops but it certainly isn’t easy walking back!
August 17th, 2007 at 12:51 pm
John Says:
I could have sworn that I saw a GOJO bus in Nottingham displaying the destination NOTTINGHAM all in capital letters.
I may have been mistaken, but if not that would be ironic because on proper objective disability criteria, bus destinations are not supposed to be capitalised like that, and if, as I think it was, it was a post 2000 bus, it would also be illegal.
August 3rd, 2007 at 9:25 pm
Natalie from the DRC Says:
Hi Suzy, Natalie from the DRC here, just to clarify for you, bus drivers are expected to do what is “reasonable” to assist disabled people. I think in the situation you described you could definitely argue that it was reasonable for you to ask the wheelchair users companions to help as well. Each situation needs to be assessed on it’s own merit and it sounds like you are doing the right thing Suzy in helping disabled people where ever you can.
July 18th, 2007 at 11:20 am
Liz Panton Says:
I am looking for “user friendly” information about Concessionary bus travel for people with disabilities. The DfT site has lots of info, but not very user friendly. Has anyone come across anything that they liked?
Thanks, Liz
July 17th, 2007 at 3:54 pm
Suzy Says:
Could you please clarify a point for me.. As a Bus driver on a low floor bus.. Am i obliged by law to get out of the cab and assist a wheelchair user if that user has a carer and 2 more able bodied people with them, I always help where needed but on the occasion mentioned i refused as all the 3 people with the wheelchair user where in their 20s. i am a female in my mid 50s. I lowered the bus for them but insisted that they lowered the ramp (it did not need to be lowered but they where trying to make me get out and assist just to prove a point. Sorry everyone, I will always help when required..
July 17th, 2007 at 12:57 pm
Shirley Says:
Tried to book travel for myself and my daughter on the train to Paddington. FGW told me only one wheelchair user per train is allowed. Daughter is 3 so can’t travel alone and I’m in a powered chair. I asked about spaces in first class to ve told they existed but weren’t wheelchair accessible.
So we didn’t go.
July 8th, 2007 at 7:47 pm
Natalie from the Disability Rights Commission Says:
Hi Elli, Natalie from the DRC here. On your query about over priced buses. Disabled people now get discounted and in some areas of the country free bus travel with a travel card. Contact your local council or bus company about applying for one. In many areas of the country students also get reduced travel and bus companies also operate travel card / season ticket schemes which cut the cost of buying tickets a journey at a time. I hope that helps.
June 28th, 2007 at 6:03 pm
Elli Says:
hi, im fed up of over priced buses.
i find it silly that it is cheaper to catch a bus from exeter to london than it is to catch a bus from my home to the city center, or my school to my home which are both 40 minuet walks - much less than the 4 hours to london but still a bit too far to be walking every day.
I am also disappointed by the reliability of public transport in my area, it could be every 2 mins, it could be every 20 and quite frequently you encounter drunks and unfriendly drivers. an unpleasant experience over all.
is there anything you can do to at least improve prices?
June 24th, 2007 at 8:04 pm
Natalie from the Disability Rights Commission Says:
Hi Carolyn, Natalie from the DRC here, yes it is a good idea to write to Ken Livingstone as he has over all responsibility for transport in London but you can also write to Peter Hendy who is in charge of TfL, he used to be a bus driver, and understands about the practicalities of bus travel. One thing to bare in mind though is that what is one person’s access requirement can get in the way of access for other people, (a pole to grip is essential for someone with a mobility impairment who can walk or someone like me who is partially sighted but they can be a nightmare when placed awckwardly for a wheelchair user.)
June 21st, 2007 at 12:20 pm
Carolyn Says:
My main grip is the lack of TFL buses which are accessible - I can sometimes enter via the back door! Charming!
Most front doors have a pole in the middle for people to hold onto!
Also as I live in London my Local tube is below entrance level - with the disabled persons friend, NOT!, Steps!
Do I write to Ken Livingstone? And if so how?
June 19th, 2007 at 6:40 pm
Natalie from the Disability Rights Commission Says:
Hi Esther, Natalie from the DRC here, in response to your suggestion about a way to let bus drivers and other passengers know about an unobvious disability. I am aware of a project in Scotland which is known as the Thistle card. If someone is disabled they show the thistle card (just a bus pass sized card with a picture of a thistle on it) to the bus driver as they get on the bus so that they know not to pull away too quickly and it also prompts them to ask if you need any assistance. I am not aware of any bus company running a project like that which is also aimed at passenger awareness. But if anyone knows of any projects or campaigns being run about passenger awareness (other than GoJo of course!) please let us know on the GoJo site.
June 18th, 2007 at 3:31 pm
Esther Says:
I have an unobvious disabilty of my upper body and find travelling in rush hour very distressing as most people don’t realise I have a problem holding on. I find it hard to get a seat and bus drivers sometimes pull off too quickly. Can I get some kind of card or bracelet etc that shows people my difficulty without me having to explain EVERY time I go somewhere!!
June 17th, 2007 at 1:55 pm
Roy Barnard Says:
I have just made arrangements to travel on central Trains and they could not be more helpful to me as a wheelchair user, I would suggest that any disabled traveller needs assistance al they have to do is go to there main line station and get go to the disabled office who will then give you a card with the telephone numbers of the train company you are travelling with who will assist you with your needs.
I hope that this helps. Regards Roy Barnard
June 14th, 2007 at 11:36 am
Natalie from the Disability Rights Commission Says:
Natalie again, replying to Patricia and her post about scooters on coaches. At the DRC we have written guidance for the coach companies and when it comes to scooters we have said that if the scooters are small and / or colapsible then coach drivers should when ever possible stow the scooter in the luggage compartment. There are some scooters however that are too large and can’t be colapsed that can not be stored safely on a coach. I hope that helps.
June 12th, 2007 at 4:14 pm
karen Says:
I work as a disability advisor for Devon County Council.
It has been brought to my attention that one local bus company offer a discounted price all day ticket to people who hold are over 65 or hold a older person bus pass , but do not offer the same discount to people who qualify for the same pass on grounds of disability.
Please can you advise
June 12th, 2007 at 12:52 pm
patricia chilman Says:
i am finding it difficult to find holiday coaches and day break trips to except my scooter its one of the little shopper ones ive seen a few holidays i would love to go on and a lot of day trips but when i ask about the scooter im told sorry they dont carry them.is there any coach firms in kent that do except them please.
June 9th, 2007 at 12:58 pm
Natalie from the Disability Rights Commission Says:
Hi Natalie here again! Replying to Daz, I’m glad to read that you don’t let problems with transport stop you from getting out and about. The problem with buggies is one that we hear about a lot. One of the things that you can do about this is contact your local bus company and let them know what is happening and how the bus driver is or is not dealing with the issue. Bus companies really should have a policy on this that all bus drivers stick to. Once more bus drivers start being consistant in asking passengers to collaps buggies the more parents with buggies will do this automatically. It is difficult but I think consistancy from bus drivers would help.
June 7th, 2007 at 2:09 pm
Natalie from the Disability Rights Commission Says:
Hi Shumaila, Natalie from the DRC here, If you are able to post again and let us know which part of the county you are in, just your county will do, then I am sure we can give you some very specific advice about how to get out an about in your area. Hopefully if you live in one of our five featured cities or surrounding area you will be able to get some info about accessible trains in you area. Our 5 cities are Newcastle, Sheffield, Nottingham, Manchester and Exeter. If you don’t live in one of these areas then there are other sources of advice you can use. Your local train company website has to hold information about accessibility and what it does to assist disabled people. Your local council may also operate a travel training or buddy scheme. These schemes may be able to help you gain the information you need. There may also be a disability organisation locally to you who can also help with information. I really hope you are able to get the information you need and be able to make a journey. Remeber start small, just aim to make a short journey to somewhere where you feel comfortable. I know it isn’t easy to take the first step sometimes, but it does get easier after that!
June 7th, 2007 at 2:04 pm
Natalie from the Disability Rights Commission Says:
Hi Iain, Natalie from the DRC here, with regard to your query about unmanned train stations. In the guidance we have given to train companies we recommend that if a disabled person gives prior notice 24 to 48 hours, then a train company should do everything possible to get a member of staff to that unmanned station to meet you when you get off the train. Have you spoken to or emailed your local train company about this? I know that it isn’t always convenient to give notice for when you are travelling but unfortunately we have to give notice if the station is unmanned so that the company can get someone there at the station for us. I hope that helps.
June 7th, 2007 at 1:56 pm
Iain Tait Says:
All scottish intercity buses cannot take motorised wheelchair and can only put self propelled wheelchairs in the luggage compartment. Bus driver are very helpful in putting them and retrieving, steps are still the obstacle so cannot travel by bus, train I can get on the trains at major train stops but cannot get off at end of journey when the stations are not manned. why?
June 6th, 2007 at 12:31 pm
Keith Forbes Says:
Surely public transport here should include facilities for disabled at publicly owned airports such as Heathrow, Gatwick, Glasgow, Edinburgh, Aberdeen? Why are the disabled seating areas at these airports, clearly signed, so routinely abused by the non-disabled? Why won’t secirity staff at BAA airports help. I have photos I took with my digital camera of such appalling abuses. It’s time more disabled people spoke up and took effective action instead of acting like sheep.
Why are disabled-only seats on buses and trains so routinely abused?
Why is our public transportation system for the disabled so horribly inadequate on non existing on the London Undergound?
Why are our public-parking for disabled people signs so routinely abused and why don’t the police take action, as they do in USA and Canada where police officers act as law enforcement officers?
All the above make me truly ashamed that our legislative systems for the disabled are so tenth-rate and undemocratic compared to the first-rate facilities, laws and law enforcements in the democracies.
June 5th, 2007 at 12:53 pm
shumaila gul Says:
hi! i am a disabled person in an electric wheelchair. no matter how much i want to get out n about i am unable to. i realy want to use the trains but do not know how2 go about it. my son is at school and i have all that time free for myself. because i have not used the public transport before i am very hestitant so then i decide to stay at home, which leads to other problems such as depression etc. i dont know what trains are accessible, where to go or anything. but if i could go i definately would!!
June 4th, 2007 at 10:58 am
Helen Says:
There are very few buses with ramps where I live, you have to ring the bus company first to request that a ramped bus be put on the route. You’re then tied to what buses you can get as not all the buses that day on the route will be ramped.
When it comes to trains again you have to book in advance to have the ramps ready for you. Again this does not always happen. Sometimes the ramp is at one station but then when you get to the station you want to get off at it maybe unmaned or they just haven’t got the ramp ready or someone else is using it.
Because of this I tend to use a PA service or taxis. I’m trying to get Direct Payments through social services to pay for this added expense. But the social worker looks at me with disbelive when I tell her the problems you can have. She then tells me other disabled wheelchair users manage to use public transport without any problem so why should I be any different.
I think public transport has a long way to go before disabled people will trust it and be confident to use it without encountering these problems
June 3rd, 2007 at 9:32 pm
Bish Says:
My local authority has agreed that if support is required in order to access public transport - then that person travels free of charge too. In terms of the DDA that sounds appropriate. A ‘regular’ adult would be able to travel independently so to charge someone who needs support has to be discriminatory. The free bus pass needs to say ‘+1′ The social worker wrote a letter in order to confirm support was necessary.
June 3rd, 2007 at 12:30 pm
darren Says:
nobody wants to move buggys on the bus for my whelchair let alone collapse them for me an busses are not wheelchair freindly with that silly bar in the way but that dont stop me gettin out and about daz
June 1st, 2007 at 7:38 pm
Natalie from the Disability Rights Commission Says:
I would just like to reply to Lynda Latham who posted on the 14th May. If bus drivers do continue to refuse to stop and lower their ramps for you the best thing to do is:
1, If possible take down the number of the bus that refuses to let you board.
2, Contact the bus company involved and tell them what happened giving them date and time and bus number if you have it. Ask them if they can give you a reason for why you were refused on to the bus. Remind the bus company that you have rights under the DDA and that if a bus is accessible and there is room for passengers on the bus then they should stop to let you on. (we have information on our DRC website http://www.drc.org.uk/your_rights/services_and_transport.aspx about writing these types of letters.
3, if you aren’t happy with the response you get from the bus company you can contact our helpline, on 08457 622 633 (other ways of contacting the helpline like by email or fax are listed on this website)
I know that it is difficult to complain sometimes, I know that there have been times when I should have complained but didn’t, but if we don’t let the transport companies know when we experience a problem then they will assume that they are doing ok all of the time.
June 1st, 2007 at 1:25 pm
Nick Whittingham Says:
Further to Maureen’s comment, if anyone has problems accessing any service, including transport, you can get help from one of 15 Law Centres around the country funded by the DRC. You can find more details using the following link:
http://www.lcf-disabilityrights.org/
June 1st, 2007 at 12:52 pm
Maureen Erdwin Says:
I write this to try to help but also hope readers will speak up if whats suggested does not work for them
as otherwise we cannot improve matters.
In most local authorities ( I am told not all ) they employ an Access Officer and there is a possibility
that these new public transport rights for disabled people can be assisted by that officer, for example local taxi’s which refuse to accept a person with their guide dog could report this to their Access Officer
and licence authority.
No one wants to be a pain in the butt, however,
many disabled people have no choice but to work hard at trying to improve their lot in life and while
not aided in any way loose freedom and dignity
and not had choice or control and yet there are people hidden away in local authority departments
whos job it is to assist them!!!
May 31st, 2007 at 2:58 am
maggie bassinder Says:
may I draw your attension to this,on todays news.
Pensioner crashes through doors of train
By Mark Tallentire
AN ELDERLY woman boarding a Metro service on a
mobility scooter crashed through the train’s
doors and onto a track.
The woman drove onto the train at Brockley
Whins station, South Tyneside, with enough
force to break open the opposite door’s lock,
a spokesman for Metro operator Nexus said.
The scooter got stuck in the doors and the
woman fell out, the spokesman said.
She suffered bruising but was not seriously hurt.
Nexus has begun an investigation into the
incident, which happened on Monday morning.
A spokesman said a door being forced open is
“unprecedented”.
two years ago, I was told to use the metro to travel into town,I too am disabled and use a scooter,I tried this, it was a nightmare and I did write to nexus about this,the gap between the platforn and the coach is too wide and the coach entrance is too high,the only way onto the metro with a scooter is to make a run with your scooter toward the doors and bounce onto the step and onto the coach,other wise your scooter wheels twist at the high step and you are jammed into the gap.what you need is a drop down ramp from the coach of the metro car onto the platform
.Hey but who am I to try and tell you about what disabled passengers need.?You did test this out with disabled travellers when designing the platforms and the metro cars didnt you????????
May 25th, 2007 at 12:00 am
M SHARP Says:
My daughter is a wheelchair user and is unable to use buses in our area as none are adapted for her to get on ,she relys on taxis.
May 24th, 2007 at 12:34 pm
stacey casaletto Says:
Hi i have been disable since 03/17/01 at the time i was living in charelstown, mass. know i am living in gilmanton nh and i am having trouble with everything in this state. my dad pass away so myself and my brother who works 50 plus hours got the home. i also have a 15 year old son who also physical and emoltional disable. i live in a small town and i am having sop much trouble. i can’t get any help because there is no help in this state. the reason i left mass because i couldn’t afford too living on my own. i don’t ask much just a little respect. i hope you can help my son and i with the problems we are having. thank you Ms Stacey Casaletto
May 18th, 2007 at 12:25 am
John Telfer Says:
Bus companies are not required to make all of their buses accessible until 2015. As a result, at present some only of the buses are accessible.
Many bus companies are changing to accessible buses on a route-by-route basis. I do not agree with this, as it means that a disabled person living on a route that does not yet have accessible buses, is totally excluded. Even if there was an accessible bus only every 2 hours at first, at least a disabled person would have some chance of inclusion.
May 14th, 2007 at 9:24 pm
Stephen Brookes Says:
While noting that rail companies do operate a system of support and advice for disabled rail passengers, this gets thrown out of the window when rush hour, or crowded trains occur.
All too frequently, areas for disabled passengers become filled with luggage, push chairs, or stading passengers. Accessible seats are filled with people who just turn away when challenged.
There needs to be a real public awareness campaign here, not just another tick box game.
May 14th, 2007 at 10:07 am
Lynda Latham Says:
What I have come accross is that some drivers wont even stop for a disabled person in a powered chair & if they do most wont pull the ramp down they say its broke so catch the next bus.
May 14th, 2007 at 9:54 am
Alimohammad Says:
By assisting my college I am going to use public transport to/from college-home. I have a free pass for bus/tube but I wish I could have an oyster card instead, since It is difficult to open the card an show it.
May 11th, 2007 at 3:48 am
Charmaine Says:
Its stupid how there are only a few “low liner” buses that run, and you never know on which service, day or time. How can you get on and go anywhere if there are high steps?
May 10th, 2007 at 4:25 pm
John Rippon Says:
No “National Express” coaches begining or ending their serices in Bristol can take a person in a powered wheelchair and so it is impossible to travel from Bristol to anywhere using “National Express” if you use a powered wheelchair.
May 9th, 2007 at 1:26 am
lauren Says:
i work with a number of carers who are on low income. although the person they care for can travel for free as a carer they are still expected to pay their fares. this often means that the disabled person cannot access public transport as their carer can not afford the fare and they cannot travel alone. does anyone know how this would relate to the DDA and reasonable adjustments?
May 8th, 2007 at 6:03 pm