Blind woman refused from taxis in Colchester for guide dog

Ruby Smith-Blythe, 28, from Colchester, is registered blind and has the help of her labrador-retriever Greta, a trained guide dog, to get around. 

Ruby claims she has been refused taxis while trying to travel in the city and on occasions has been asked to pay extra for Greta to ride. 

Rules state drivers cannot refuse people who have a guide dog with them unless they have a certificate from Colchester Council. 

Ruby said: “When I book a taxi, I had drivers cancel on me or not even show up, on multiple occasions. 

Dog - Greta, a labrador-retriever, has been by Ruby's side since last July (Image: Ruby Blyth-Smith)

“It happened before, but now it is happening again more frequent now. 

“Some drivers wanted me to charge £1.50 extra for having a pet with me, even though I always tell them that Greta is a guide dog. 

“One time I had to wait 40 minutes for the taxi and when it arrived, the driver asked ‘Is the dog going to bite?’ and of course, I told him no, she is a trained guide dog.

“It is against the law to refuse a guide dog or to have people pay extra, and I feel like drivers should know that. 

“This has been extremely difficult for me and my mental health.” 

Experiences like these happened with several firms, but repeatedly with Panther Cabs, who apologised for the drivers’ behaviours to Ruby. 

Bridget Everitt, manager at Panther Cabs said: “We have been made aware of the fact that she has had issues with some of our drivers. 

“If drivers are exempt due to allergies or other things, they need to get a certificate from the council. 

“We have spoken to the customer and told her to call or email us so she can tell the operators to then make it clear in the booking, clearer than through the app.” 

Team - Ruby and Greta (Image: Ruby Blyth-Smith)

Clive Wood, lead policy and campaigns manager at Guide Dogs, said: “We are disappointed to hear of the issues that Ruby has been experiencing with taxis in her local area, as a result of having her working guide dog Greta by her side. 

“Guide dog owners deserve to be able to live the lives they want and feel confident, independent, and supported in their day-to-day lives. However, too many guide and other assistance dog owners continue to face discrimination and are turned away because they have their vital mobility aid with them. 

“Our research shows that 81per cent of guide dog owners have been refused access to a business or service at some point, and around half said they changed or restricted their plans because they were concerned they would be refused access because of their guide dog. 

"That’s why we are calling on the Government to take action to strengthen the law to end this unacceptable discrimination.” 

A Colchester Council spokesman said “Every licensed taxi is required to carry assistance dogs with their owners.

"It is a criminal offence, under the Equality Act 2010, for a driver to refuse to do so or to charge a higher fare for carrying an assistance dog. 

"A small number of drivers may hold exemption certificates which exempt them from the requirement to carry a passenger with an assistance dog, due to medical or physical conditions. 

"These drivers carry a notice of exemption issued by the council. 

"We expect all hackney carriages, private hire vehicles, drivers and operators working in Colchester to follow their licensing responsibilities and would urge anyone who has experienced a problem, to get in contact via colchester.gov.uk/taxi-complaint/.”