Lincolnshire guide dog owner left stranded after taxi refuses service
A Lincolnshire guide dog owner was left shocked when a taxi illegally refused to take his animal.
Brian Lawson had been assured that the taxi would let him take his dog Giles, but was still refused service.
The “particularly upsetting” incident happened while Brian was visiting a dying relative in Manchester.
Campaigners want to challenge access refusal, when a guide or assistance dog owner is told they cannot enter a business, access a service, or is challenged about their entry.
Brian said: “I called a taxi to take me back to my son’s place, as that is where I was staying. When I booked the taxi, I let them know I had a guide dog, and the controller said everything should be fine, and that the drivers could not refuse me because I had a guide dog with me.
“The taxi turned up and immediately the driver leaned out the window and said, ‘Not taking him’, referring to my guide dog Giles.
"I asked what he meant and explained that Giles was a guide dog and that we could not be turned away.
"The driver repeated, ‘Not taking him’, and said he would call his boss. He then reversed and drove off without saying anything.
“I called the taxi company and explained the situation and they claimed I had booked the taxi through the app and did not let them know I had a guide dog with me, but I booked the trip over the phone.
"Afterwards, they offered me another taxi driver and said the first had cancelled the job now.
“I got speaking to the next driver who picked me up and he explained that refusals seemed to happen a lot. I was given the number for the manager of the taxi firm who said he had pulled the first driver for a chat.
"I told him I was left stranded with my guide dog in the midday heat for 10 minutes. They offered for the driver to provide me with a written apology, but I explained that I would not be able to read it, and there was no compassion or understanding from them."
Brian complained to the council and was able to secure justice for himself and Giles.
“The council said they would investigate the case, and a few months later the driver was taken to Manchester Magistrates Court and pleaded guilty," he said.
"He was fined and ordered to go to a tribunal, which could determine a further punishment if he’s unable to operate as a taxi driver for a few months.
"When I first reported the case to the council they asked if I wanted an apology, but I didn’t - I just want these types of things to stop happening to anyone like me.”
Brian’s experience reflects a broader issue. New research by YouGov for the Guide Dogs charity reveals that 81% of guide dog owners report having been denied access to businesses or services because they were with their guide dog.
Almost half said they change or restrict their plans to visit certain places because of concerns over access refusals.
The charity Guide Dogs is now urging the government to strengthen the law and eradicate illegal access refusals.
The charity also set up a petition to ask the government to ensure everywhere has “Open Doors for guide dogs”. The petition has already been signed by over 53,000 people.
Eleanor Briggs, Head of Policy, Public Affairs and Campaigns at Guide Dogs, said: “Guide dog owners deserve to be able to live the lives they want and feel confident, independent, and supported in the world.
"However, too many guide dog owners continue to face discrimination and are turned away because they have their guide dog with them. That’s why we are calling on the Government to take action to strengthen the law to end this unacceptable discrimination.”
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