Fuel stations must do more to cater for the needs of disabled drivers, according to motoring watchdog Transport Focus.
Join other savvy professionals just like you at CIHT. We are committed to fulfilling your professional development needs throughout your career
It calls on petrol retailers to ensure they comply with the Equality Act 2010 and provide greater assistance – such as more staff – to help customers with a disability.
A conference on Thursday heard that many disabled drivers worry about not being able to receive adequate help when stopping to refuel, tending only to visit garages where they can be sure of good service. The watchdog also calls on Highways England to improve the driving experience for disabled people on motorways and major A roads.
Transport Focus head of insight Louise Coward said it is not always straightforward for disabled drivers to summon assistance at refueling stations. The experience can, she added, cause stress and panic for those in need of help, especially if they are travelling alone.
The watchdog's research found that few petrol stations have call buttons to enable help to be summoned discreetly and staff are not always available to assist.
During a panel discussion Anne Bates, the former chair of the Disabled Persons Transport Advisory Committee, said she visits the same supermarket fuel station to fill up “whether I need it or not” because she is sure her needs will be met there. “It shouldn’t have to be like that,” she added, calling for more consistency in the level of service provided to disabled drivers at fuel stations.
Joe Hennessy from the Joint Committee on Mobility for the Disabled added he always uses the same supermarket to refuel as well. “My vehicle has an extremely loud horn”, he commented, but “it can be seen to be quite anti-social” if he sounds it. Systems that use a driver’s ‘fob’ to send a signal to a kiosk – alerting a member of staff that someone needs assistance – are available but seldom used, he added.
Campaign group Disabled Motoring’s chief executive Graham Footer described refuelling as one of the top concerns for its members. Technology can help, he added, but only if staff are trained. He also expressed concern that many petrol stations employ no more than one person at a time.
Other motorists sometimes step in to help with refueling, “but we heard of three instances last year where the wrong fuel was dispensed, which exacerbated the problem”, Graham remarked. If a member of staff was available in the first place, “that person would be away a lot quicker”.
The Petrol Retailers Association was approached for comment.
Transport Focus makes a series of other recommendations to improve the driving experience of disabled motorists, which it aims at Highways England. They are:
Highways England chief executive Jim O’Sullivan said that all motorists, including disabled users, should store the strategic road operator’s number in their phone – 0300 123 5000 – to contact its 24 hour call centre if assistance is required.
Conference chair Anthony Smith, chief executive of Transport Focus, asked the panel what one thing would make the most difference to disabled motorists using the strategic road network. Graham Footer replied: “There is a lot of anxiety around Smart Motorways and we need to address that and put that right when looking at all lane running.” He added that many of its members try to avoid motorways, even though they are the safest roads in the country.
Highways England’s customer services director Mel Clarke said: “Our traffic officers and operators in the control rooms are trained to deal with disabled customers. Knowing the number to contact (in the event of difficulty) is important for all road users, but particularly the disabled community.”
Photograph: natalija_brenca - iStock
Join other savvy professionals just like you at CIHT. We are committed to fulfilling your professional development needs throughout your career
{{item.AuthorName}} {{item.AuthorName}} says on {{item.DateFormattedString}}: