Access for wheelchair users on London’s buses
Transport for London have revised their guidance for drivers in relation to wheelchair users.
You can download the full guidance from the Transport for All website
Here are some sample sections from the guidance.
What if people don’t make room?
If customers are unwilling to move:
• You must take further steps to speak to the customers in the wheelchair space. A wheelchair user and an unfolded buggy can often share the priority area
• You should not put yourself at risk, so only get out of your cab if you feel safe and company policy allows you to
• If you choose to leave your cab:
• Explain to the wheelchair user and buggy owner they may be able to share the space, as this may resolve the situation. If the wheelchair user is correctly positioned and the buggy is not blocking the gangway, this can be allowed
• Reassure buggy owners you will not move off until they are safely repositioned
• If a buggy owner or another customer already on the bus is willing to get off to provide more space, issue them with a transfer voucher
If you stay in your cab and customers are still unwilling to move from the priority area:
• You should make a PA announcement to emphasise customers are required to make space for the wheelchair user or play the second iBus message:
Customers are required to make space for a wheelchair user. The bus will wait while this happens
• Should other customers make space, thank them as that will help them feel valued.
If despite all of your efforts, customers remain unwilling to move from the priority area; do not force them to leave the bus:
• Tell the wheelchair user they will need to catch the next bus, why you were unable to make space for them and that you will contact your garage
• Then contact your garage to ensure the next driver can be made aware they are waiting
• Do not close the doors and move off until you have done this.
