Undercover operation reveals discrimination and overcharging on Tunbridge Wells taxi rankBlind mystery shoppers who use guide dogs have revealed taxi drivers treated them illegally in Tunbridge Wells.
The experiment exposed a cabbie refusing a blind person despite being at the front of a rank and another deliberately not telling a blind person he had arrived to pick them and then overcharging them nearly £4 for the journey.
It was also revealed taxi drivers pre-booked to pick up guide dog users "periodically" do not tell them they have arrived, then drive off after a few minutes, telling their booking operators the fare was a no-show.
During the operation, which was carried out during the summer but came to light this week, another mystery shopper who was not blind was also overcharged by £2,60 for a journey from the town's station to Domino's Pizza.
The findings of the survey commissioned by Tunbridge Wells Borough Council have been slammed by Guide Dogs for the Blind Association and the Tunbridge Wells Taxi Association whose spokesman called the drivers "morons".
The council said the exercise was part of an "unmet demand report" carried out periodically.
There were 11 tests with blind people and guide dogs and two which caused the transport consultancy "cause for concern" although there was another incident in which one fare was at first short-changed. However, the survey concluded: "All of the other hires were very well serviced and drivers were very helpful and demonstrated a great deal of empathy with the visually impaired traveller."
Blind mystery shoppers who use guide dogs have revealed taxi drivers treated them illegally in Tunbridge Wells.
The taxi association's treasurer Hulkan Altinbas said: "These drivers are breaking the law and they should know. This is a few drivers, one or two morons, who give us a bad name and it is not nice for the taxi drivers to be tarnished with the same brush. I would say 99.9per cent of us on the ranks happily take guide dogs and we are helpful. The trouble is these drivers can use their religion not to have dogs in the vehicle and even I know dogs can leave hairs and you are forever brushing them off but there are no reasons to refuse."
Mr Altinbas added: "That driver who said he was pre-booked should not have been queuing on the ranks at all - he should have been well away from them."
In one instance at the rank at the Tunbridge Wells rail station, the person with their dog was refused by a driver waiting at the head of the rank.
He said he had just received a booking, so was not free. But he was watched for four minutes afterwards and did not move off.
"I would say 99.9per cent of us on the ranks happily take guide dogs and we are helpful," says TW Taxi Association
On the second occasion, a taxi was booked on the phone to pick up at a small supermarket with a car park with the instructions the driver
needed to alert the blind person he had arrived. But shockingly, the driver stopped in the car park, just 20m opposite the waiting guide dog user, and turned off the engine. Although he was seen looking at his would-be customer, he did nothing. It was only when someone led the person to the taxi and opened its door, that he accepted the job "looking unhappy". Hen then charged them £9.60 for a £6 journey.
Simon Cope, community engagement officer who is part of the Maidstone mobility team at Guide Dogs for the Blind Association, said: "We were disappointed to find out that two Guide Dog owners had been turned away during the Taxi Mystery Shopping Exercise in Tunbridge Wells. It's always distressing for a guide dog owner to be illegally refused access by a taxi. It can knock people's confidence and prevent them from living independently. Often public transport is the only option for guide dog owners to get about."
Mr Cope added: "Under the Equality Act of 2010, guide dog and other assistance dog owners have the right to enter the majority of services, premises and vehicles with their dog.Sadly these illegal refusals are far too common, with our research showing that four out of 10 guide dog owners have been refused a taxi journey because their dog isn't welcome in the taxi."
He said it highlighted the need for taxi drivers to be trained in the law and sight loss, and it was the licensing authorities' responsibility to uphold the law.
"We're campaigning so that assistance dog owners can access taxis, shops and restaurants without being refused entry, in line with their legal rights. We supported the debate of the Disability Equality Training (Taxi and Private Hire Vehicle Drivers) Bill in November. This would give the Government an opportunity to update and strengthen the existing non-statutory guidance relating to taxis on accessibility issues within a single document."
Tunbridge Wells Borough Council's licensing committee chairman Councillor Bob Backhouse said: "The unmet demand survey for hackney carriages is an exercise that Tunbridge Wells Borough Council conducts every two years with the complete funding met by the taxi trade.
"It is designed to see whether we require more taxis and also the level of service.
"The findings of this independent body via a mystery shopper were satisfactory at the last survey and this should be very reassuring to residents. If any problems arise the Licensing Committee will tackle them."
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