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| Clipping from London Transport News (No. 426 - January 27 1994) The first of the low-floor wheelchair accessible single-deck buses for London |
The purpose of this article is to raise awareness about accessibility for wheelchair users, especially for visitors and residents of London who use public transport occasionally and are not aware of this.
The fact is, wheelchair users can travel on London Buses without paying (touching in with their Oyster, Contactless bank cards, or concessionary pass), even if they don't hold a Freedom Pass or an English National Concessionary Travel Scheme (ENCTS) pass.Here's the text from Transport for London's (TfL) website:
Fares & tickets
All wheelchair and mobility scooter users travel free on buses and trams.
From TfL's Conditions of Carriage:
10. Using wheelchairs and mobility scooters
10.1 Buses
10.1.2 Free travel. If you are a wheelchair or mobility scooter user, you can travel free on any of our bus services at all times. Anyone travelling with you must immediately go to the front of the bus after getting on to pay for their journey by touching their Oyster card, Oyster photocard or contactless payment card on the yellow card reader or by showing their ticket.
10.1 Buses
10.1.2 Free travel. If you are a wheelchair or mobility scooter user, you can travel free on any of our bus services at all times. Anyone travelling with you must immediately go to the front of the bus after getting on to pay for their journey by touching their Oyster card, Oyster photocard or contactless payment card on the yellow card reader or by showing their ticket.
Big Red Book fifth edition - guidance for London's Bus drivers
Page 96
Wheelchairs and mobility scooters allowed on the bus
Wheelchair and mobility scooter users travel free on London’s buses. They do not need to have, or show, a concessionary ticket or Freedom Pass.
Page 149
Freedom Passes
Wheelchair or mobility scooter users do not need to have, or show, a concessionary ticket or validate a Freedom Pass to travel (see page 163)
Page 163
Customers who do not need to show a valid ticket
Wheelchair or mobility scooter users Press the ♿ button once to record each customer using a wheelchair or mobility scooter.
However, the fifth edition of the Big Red Book is still the definitive edition as TfL expects the sixth edition to be released by Spring 2025.
You can read more on the TfL website about wheelchair access including step-free access and avoiding stairs.
Wheelchair priority on buses
As for wheelchair priority on London's Buses, here's the text from TfL's Conditions of Carriage:
10.1.3 Priority.
Wheelchair and mobility scooter users have priority over everyone else for the use of the wheelchair space since this is the only space in which they can travel safely. If someone in a wheelchair wishes to get on, you may have to make room for them and you may have to fold your buggy. The driver may tell you what to do.
10.1.4 Right to refuse travel.
We reserve the right to refuse travel at any time if:
• the bus driver considers that your mobility aid exceeds the dimensions set out above and the weight limit set out on ramp or beside the doorway
• the wheelchair space is already occupied by a wheelchair user
• the driver consider that the bus is so crowded that there is no room for you to travel safely with your mobility aid, or
• the driver considers that it is unsafe for you to travel on the bus with your mobility aid You will only be refused entry when it is absolutely necessary, but no-one already travelling will be asked to get off the bus. The driver will tell you it if is unsafe for you to travel on a particular bus with your mobility aid.
10.1.5 Getting on the bus.
If you are a wheelchair or mobility scooter user, you should get on the bus through the centre doors of a dual-door bus. You should ensure that your wheelchair or mobility scooter is safely positioned in the designated area.
10.1.6 Customers using wheeled mobility walkers may be allowed to get on and off through the centre doors of a dual-door bus, with the driver’s permission. You must immediately go to the front of the bus after getting on to touch your contactless payment or Oyster card on the yellow reader or to show your ticket.
As for wheelchair priority on London's Buses, here's the text from TfL's Conditions of Carriage:
10.1.3 Priority.
Wheelchair and mobility scooter users have priority over everyone else for the use of the wheelchair space since this is the only space in which they can travel safely. If someone in a wheelchair wishes to get on, you may have to make room for them and you may have to fold your buggy. The driver may tell you what to do.
10.1.4 Right to refuse travel.
We reserve the right to refuse travel at any time if:
• the bus driver considers that your mobility aid exceeds the dimensions set out above and the weight limit set out on ramp or beside the doorway
• the wheelchair space is already occupied by a wheelchair user
• the driver consider that the bus is so crowded that there is no room for you to travel safely with your mobility aid, or
• the driver considers that it is unsafe for you to travel on the bus with your mobility aid You will only be refused entry when it is absolutely necessary, but no-one already travelling will be asked to get off the bus. The driver will tell you it if is unsafe for you to travel on a particular bus with your mobility aid.
10.1.5 Getting on the bus.
If you are a wheelchair or mobility scooter user, you should get on the bus through the centre doors of a dual-door bus. You should ensure that your wheelchair or mobility scooter is safely positioned in the designated area.
10.1.6 Customers using wheeled mobility walkers may be allowed to get on and off through the centre doors of a dual-door bus, with the driver’s permission. You must immediately go to the front of the bus after getting on to touch your contactless payment or Oyster card on the yellow reader or to show your ticket.
Big Red Book
Pages 98 and 99
Boarding procedure for wheelchair and mobility scooter users
Wheelchair and mobility scooter users must be given access to the wheelchair priority area even if it is occupied by buggies and other customers. They can only travel safely in the priority area, so you must ask customers to move by using the pre-recorded announcements or making your own PA announcement.
It is important you stay professional and calm as this will help wheelchair and mobility scooter users feel valued and more confident about travelling on London’s buses.
Note: The wheelchair priority area is designed to safely carry one wheelchair or mobility scooter user with their back against the padded backrest, positioned against the direction of travel. If there is enough room, other customers can share the space.
Pages 101, 102 and 103
What if people don’t make room?
If a wheelchair or mobility scooter user wishes to board your bus, you are required by law to ask non-disabled customers, more than once, to move, fold their buggy or share the space. You must speak to customers in the wheelchair space if they are unwilling to move.
• A wheelchair or mobility scooter user and one unfolded buggy can often share the priority area
• Do not put yourself at risk
• Explain to the wheelchair or mobility scooter user and buggy owner that they may be able to share the space, as this could resolve the situation. You should allow this provided the wheelchair or mobility scooter user is in the correct position (against the padded back rest), is happy to share the space and the buggy does not block the gangway
• Reassure buggy owners that you will not move off until they are safely repositioned
• If a buggy owner or other customer already on the bus is willing to get off to provide more space, thank them and remind them (if they used pay as you go) that the Hopper fare allows them to make unlimited journeys for one single fare when they change buses within one hour of touching in on the first bus
If customers are still unwilling to move from the priority area:
– Make your own PA announcement to emphasise that people must make space for the wheelchair or mobility scooter user or play the second pre-recorded announcement, ‘Customers are required to make space for a wheelchair user. The bus will wait while this happens’
• If other customers create space, thank them as this will make them feel valued If, despite all your efforts, customers remain unwilling to move from the priority area, do not insist they leave the bus:
• Tell the wheelchair or mobility scooter user they will need to catch the next bus. Apologise and explain why you were unable to make space for them. Let them know that you will contact your garage
• Contact your garage to make sure the next driver knows the customer is waiting
• Do not close the doors and move off until you have done this
Pages 98 and 99
Boarding procedure for wheelchair and mobility scooter users
Wheelchair and mobility scooter users must be given access to the wheelchair priority area even if it is occupied by buggies and other customers. They can only travel safely in the priority area, so you must ask customers to move by using the pre-recorded announcements or making your own PA announcement.
It is important you stay professional and calm as this will help wheelchair and mobility scooter users feel valued and more confident about travelling on London’s buses.
Note: The wheelchair priority area is designed to safely carry one wheelchair or mobility scooter user with their back against the padded backrest, positioned against the direction of travel. If there is enough room, other customers can share the space.
Pages 101, 102 and 103
What if people don’t make room?
If a wheelchair or mobility scooter user wishes to board your bus, you are required by law to ask non-disabled customers, more than once, to move, fold their buggy or share the space. You must speak to customers in the wheelchair space if they are unwilling to move.
• A wheelchair or mobility scooter user and one unfolded buggy can often share the priority area
• Do not put yourself at risk
• Explain to the wheelchair or mobility scooter user and buggy owner that they may be able to share the space, as this could resolve the situation. You should allow this provided the wheelchair or mobility scooter user is in the correct position (against the padded back rest), is happy to share the space and the buggy does not block the gangway
• Reassure buggy owners that you will not move off until they are safely repositioned
• If a buggy owner or other customer already on the bus is willing to get off to provide more space, thank them and remind them (if they used pay as you go) that the Hopper fare allows them to make unlimited journeys for one single fare when they change buses within one hour of touching in on the first bus
If customers are still unwilling to move from the priority area:
– Make your own PA announcement to emphasise that people must make space for the wheelchair or mobility scooter user or play the second pre-recorded announcement, ‘Customers are required to make space for a wheelchair user. The bus will wait while this happens’
• If other customers create space, thank them as this will make them feel valued If, despite all your efforts, customers remain unwilling to move from the priority area, do not insist they leave the bus:
• Tell the wheelchair or mobility scooter user they will need to catch the next bus. Apologise and explain why you were unable to make space for them. Let them know that you will contact your garage
• Contact your garage to make sure the next driver knows the customer is waiting
• Do not close the doors and move off until you have done this
Priority for wheelchair access on buses applies to bus services throughout the United Kingdom (UK).
UK Government Department for Transport Guidance
Rights of disabled passengers on transport
The Equality Act 2010 outlines that transport operators must make reasonable adjustments for disabled passengers. Only the Courts can determine definitively what action constitutes a “reasonable adjustment”. In January 2017 the Supreme Court clarified the law as it affects access to the wheelchair space for wheelchair users, ruling that drivers must do more than simply request other passengers vacate the space when it is required by a wheelchair user.
Here's the full text of the UK Supreme Court ruling FirstGroup Plc (Respondent) v Paulley (Appellant) for anyone who is interested.
Here's the full text of the UK Supreme Court ruling FirstGroup Plc (Respondent) v Paulley (Appellant) for anyone who is interested.
As for the franchised Bee Network buses 🐝 in Greater Manchester, where they still use single-door buses:
Transport for Greater Manchester (TfGM)
Wheelchairs and mobility scooters on Bee Network buses
Wheelchair and mobility scooters have priority over the designated spaces. Pram/Pushchair users will be asked to fold up the item to allow a wheelchair access to the designated space.
Unfortunately, for bus travel for wheelchair users outside of Greater London (non-London Buses), they don't have an automatic right of free travel unless they hold an ENCTS pass (including Freedom passes that have the red rose) or a paid valid ticket.
As for wheelchair users who are not residents of Greater London and hold an ENCTS pass, during the weekdays, they are unable to travel for free before 9:30am or 9am (depending on the local area), which means they have to pay to travel on local buses.
Unfortunately, for bus travel for wheelchair users outside of Greater London (non-London Buses), they don't have an automatic right of free travel unless they hold an ENCTS pass (including Freedom passes that have the red rose) or a paid valid ticket.
As for wheelchair users who are not residents of Greater London and hold an ENCTS pass, during the weekdays, they are unable to travel for free before 9:30am or 9am (depending on the local area), which means they have to pay to travel on local buses.
Making a complaint
For wheelchair users that have issues trying to use buses in London or elsewhere in the UK:
Red London Buses, complain to Transport for London.
Yellow Bee Network buses 🐝 in Greater Manchester complain to Transport for Greater Manchester.
Buses outside of London and Greater Manchester should complain to the relevant bus operating company.Make
sure you note the time, route number, location, registration (number
plate) and/or fleet number. You can also make a subject access request
with TfL (for Underground and railways), the bus operating company, to obtain Closed Circuit Television (CCTV) footage of yourself.
If you are dissatisfied with your complaint, you can raise the issue with London TravelWatch (for London) and Bus Users UK. If you are still dissatisfied with the outcome of your complaint, you can raise the issue with your local Member of Parliament, Councillor and London Assembly Member by using the Write To Them website.
If you are dissatisfied with your complaint, you can raise the issue with London TravelWatch (for London) and Bus Users UK. If you are still dissatisfied with the outcome of your complaint, you can raise the issue with your local Member of Parliament, Councillor and London Assembly Member by using the Write To Them website.
Improving accessibility for buses
I have stated in my previous articles that there should be improvements to improve accessibility for buses in London and beyond. I have also posted my suggestions on X (formerly Twitter).
Absolutely, and great report! 🙂👍
— CLondoner92 (@CLondoner92) July 1, 2024
As for buses, I have tweeted my suggestion for a new accessible zero-emission bus for London and elsewhere with two wheelchair spaces, three-doors and two-staircases.https://t.co/8lfyadP01d pic.twitter.com/Al7OZhGl4q
Wheelchair accessibility for buses in London (and other areas) is important because not all Underground and Railway stations have step-free access, and in situations where there are disruptions to the services, this can include lift (elevator) breakdowns, which cause them to take another route suitable for wheelchair users.
I do mention that various Tube stations in the Central line are not wheelchair accessible. pic.twitter.com/j8Obn6ad1v
— CLondoner92 (@CLondoner92) May 8, 2024
Please share this article to raise awareness.
I invite you to follow me on X by searching for @CLondoner92 or by clicking on the direct link to my X page here. I'm also on BlueSky and Mastodon.
