WOLVERHAMPTON
A ‘mystery shopper’ exercise to check the performance of taxis drivers in a city when required to assist people with disabilities has proved a success and is to be extended.
The scheme consisted of a series of journeys made in both Hackney carriages and private hire vehicles by wheelchair users, people with mobility difficulties and blind or partially-sighted passengers with guide dogs in Wolverhampton.
Those taking part were also asked to complete a questionnaire relating to issues of safety, accessibility, the driver’s attitude, comparison to other transport facilities and anything they thought was particularly good or bad.
The council’s commercial regulation manager, Chris Howell, told members of the city’s non-statutory licensing committee that as a result of the feedback obtained, he felt the scheme could be continued and extended.
“We engaged with a number of volunteers from local disability groups, council employees and a member of West Midlands Police to carry out the mystery shopper scheme,” he said.
The council’s commercial regulation manager, Chris Howell, told members of the city’s non-statutory licensing committee that as a result of the feedback obtained, he felt the scheme could be continued and extended.
“We engaged with a number of volunteers from local disability groups, council employees and a member of West Midlands Police to carry out the mystery shopper scheme,” he said.
“A total of 19 journeys were undertaken in December last year and in February by volunteers using both Hackney carriages and private hire vehicles.
“These were people who were either wheelchair users, had difficulties with mobility due to hip replacements and osteoarthritis, or were blind or partially-sighted and accompanied by a guide dog.”
A report to the committee revealed that 13 journeys were undertaken in private hire vehicles and six in Hackney carriages.
Two journeys were taken by a volunteer in a wheelchair. Seven journeys were taken by a volunteer that was blind or partially sighted and accompanied by a guide dog. Two journeys were taken by volunteers who were blind/partially-sighted and also had difficulties with their mobility.
“During two of the journeys undertaken in Hackney carriages by wheelchair volunteers, the drivers failed to secure the wheelchair users correctly,” said Mr Howell.
“As a result both drivers attended a review hearing and a wheelchair training and assessment course. I’d like to propose that we continue the exercise and extend the remit.”
Each mystery shopper was required to hire a taxi from a rank in the city centre to a particular destination and then book a private hire for a return journey.
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Uber is installing in-car partitions in 400 cars across Newcastle, Sunderland and Durham as part of a pilot scheme to prevent the spread of coronavirus between drivers and passengers.
The ride-hailing giant is also distributing hygiene kits to drivers and couriers as part of new safety measures.
A pilot scheme, developed in partnership with the AA, will see 400 cars in the North East installed with in-car partitions.
The firm says this will "help build a better understanding of how people can travel from A to B as safely as possible".
The screens will be installed by the AA, who will also sanitise every car as part of the installation process.
Over 2.2million masks will be distributed to drivers and couriers, in addition to the 1.1million that have already been sent and 95,000 cleaning sprays.
Jamie Heywood, Regional General Manager for Northern and Eastern Europe, Uber, said: “The safety of the riders and drivers who use the Uber app is our number one priority.
"For weeks we’ve been urging people to stay home and make essential trips only. As people start to think about moving again, we hope our pilot in the North East of England will help bring about a greater understanding of how to get people from A to B as safely as possible.”
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