Taxicard FAQs

It will usually take between 6-8 weeks for the application process.

All licensed taxis are wheelchair accessible; they all have ramps for wheelchair users, Some larger types of electric wheelchairs can not be legally secured in the taxi and cannot be carried. Please check with the taxi supplier.

Door to Door Service, Wheelchair Users and Assistance Dogs.

What is meant by a door to door service?

If you specify that you prefer to have a door to door service instead of being picked up and dropped off at the roadside, the driver will be expected to:

• Ring the doorbell/knock on the door of the collection address; 
• If required, help the passenger from the front door of the collection or destination address. 
• If required, help the passenger to lock or unlock their front door. 
• If required, assist the passenger with their shopping, bags or luggage from the vehicle to or from the collection or destination address. 
• Assist a wheelchair user up or down a step and/or a kerb, but not up or down a flight of stairs.
• Assist (but not lift) a wheelchair user to transfer to a seat where this is required. 
• If the pick up or destination is situated in a block of flats, the door to the pickup address is deemed to be the door to the flat and not the door to the block of flats.

What you should expect from your taxi or private hire driver

You should expect your taxi or private hire driver to offer assistance where required.

If you need a specific form of assistance, it is advisable to mention this when booking and please do not hesitate to ask your driver for it. In addition, there are some legal requirements on taxi and private hire drivers which include:

• Taxi drivers are required to assist wheelchair passengers into and out of the taxi, and safely secure passengers before commencing the journey. 
• Taxi and private hire drivers are required to accept all assistance dogs accompanying a passenger. The assistance dog should be allowed to be seated by the passenger’s feet.

Unless drivers have a medical exemption they are legally obliged to carry wheelchair users and assistance dogs at no additional cost. Drivers with a medical exemption must clearly display the exception certificate.

ComCab London, the Taxicard service provider, and TfL need to know if a taxi or private hire driver does not meet these requirements, so please let them know if you have had a poor experience. You can report driver conduct issues from taxi or private hire drivers, or any poor experiences you have with private hire operators either to ComCab London customer services on 020 7908 0271 or taxicardcustomerservices@comcab.com and/or to TfL’s Taxi and Private Hire team directly:

Phone: 0343 222 4000
Email: TaxiPrivateHireComplaints@tfl.gov.uk

If you are in one of the boroughs listed below:

• Barking & Dagenham
• Barnet
• Brent
• Bromley
• City of London
• Croydon
• Enfield
• Hounslow
• Islington
• Kensington & Chelsea
• Sutton
• Tower Hamlets

You can use your Taxicard for:

• Taxicard drivers to pick up and deliver essential supplies for you; (This collection and delivery service is to provide customers with additional support during the pandemic in accessing essential items, such as shopping, collecting a takeaway or obtaining medical supplies. It should not be used for collection and delivery of bulky items such as furniture. It could lead to a booking being cancelled if the driver arrives and the items being collected or delivered are not deemed as essential and/or are deemed unsafe too carry.)
• Allow friends and family to travel on your behalf using your Taxicard for the same purpose
   

How this works:

• Make a booking advising you want a collection of pre-bought items from a supermarket, pharmacy or takeaway etc
• Make a booking advising you want a Taxicard driver or a nominated person to use a taxi on your behalf to purchase or collect essential items on your behalf
• All collections have to pre-paid and an order number provided (if applicable) at the time of booking
• You will be given a cost of the journey and you will have to pay your contribution at time of booking using a debit or credit card 

If your borough is not listed below, you are not eligible to use the Collection & Delivery service. As this was a decision made by your local council and if you would like to discuss further please contact your local council.

Your journey must start and finish within the boundaries of the M25 or if you are being picked up or dropped off at a London airport.

You may be accompanied by up to four companions if you are travelling in a black taxi and up to three in a private hire vehicle at no additional cost. If you travel in a black taxi and have a large wheelchair, sometimes only two three, companions may be able to travel with you, depending on the type of wheelchair. When travelling with multiple companions, you should specify the number of passengers when making your booking, so that an appropriate vehicle can be sent. 

You can call ComCab London on 020 7908 0271 to see if they can contact the driver. 

To prevent fraud and misuse of Taxicards; members are not permitted to travel without their Taxicard.

Boroughs do not usually give additional trips and you have to wait until you receive your next annual allocation of trips on the following 1 April.

If you change your personal details you must call London Councils on 020 7934 9791 to inform us of your change of details so that we have up-to-date contact details for you.

If you have changed boroughs your current Taxicard is no longer valid. You will have to reapply to your new borough for a new card. If you meet the automatic criteria for the Taxicard scheme then we may be able to transfer your account and issue a new Taxicard upon receipt of the relevant documentation, please contact London Councils on 020 7934 9791 or email taxi.card@londoncouncils.gov.uk.

You are no longer eligible if you no longer live in one of the London boroughs.

We no longer provide a face-to-face customer contact service for Taxicard customers. Alternatively, you can contact London Councils customer service on 0207 934 9791 or email taxi.card@londoncouncils.gov.uk.

You must contact Taxicard customer service on 0207 934 9791 to discuss and make arrangements with a member of the team if you wish to bring documents relating to your Taxicard application to London Councils.

We are aware that the DWP are experiencing delays in issuing documents to support entitlement to PIP, which may affect your application for a Taxicard. If you are affected by this, please contact our team on 0207 934 9791 (option 2) who will be able to assist you.