Man ‘Scared’ To Book Taxis After Guide Dog Incident

A partially sighted man who uses a guide dog says he feels scared to book taxis after an “upsetting” experience with a driver.

Samuel Willder, 24, from Swindon, relies on his dog, Bryony, for mobility and independence.

He booked a taxi at night from the company Veezu in the Penhill area in September, but claims the driver initially refused to let him into the vehicle. By the end of the journey, he says he was left feeling frightened at the roadside with oncoming traffic.

A Veezu spokesperson said the company took the allegation extremely seriously and had acted immediately by reminding the driver of his legal obligations.

Describing the driver’s reaction when he first saw Bryony, Mr Willder said: “He refused and said, ‘I’m not allowing any dogs into my car’.

“I explained that she’s a guide dog and helps me with my vision, but he still said, ‘No, I’m not allowing guide dogs’.”

Mr Willder said that after informing the driver it was illegal to refuse a guide dog, he was eventually allowed into the vehicle, but the journey was unpleasant.

He claimed during the journey had an “argumentative mood” and was swearing.

Mr Willder added that the driver refused to help him out of the car and dropped him at the wrong location.

He said: “A car was very close to us when we got out, which could have been avoided if he’d helped me…I had to go and find a nearby site to see exactly where I was in town and then struggled to find myself back home.”

Mr Willder said the experience has left him feeling unsafe and scared to use taxis again.

“I don’t want another taxi to treat me the same way,” he said.

Jessica Luke is regional policy and campaigns manager at charity Guide Dogs and a guide dog user.

She said: “It’s almost always illegal to refuse a a guide dog. It’s a deeply harmful form of discrimination.

“It’s prevented me from getting to to work on time, to medical appointments, social events.

“I think it’s really important that staff training includes awareness of the rights of assistance dog owners.”

A Veezu spokesperson said the company was committed to providing a safe, inclusive, and respectful environment for all passengers.

“The drivers conduct fell short of expectations and he has been reminded of his legal obligations and duty of care towards all passengers,” they said.