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Posted on the 9th June 2025 in PHTM News
MILTON KEYNES GUIDE DOG OWNER INFURIATED BY PERSISTENT TAXI REFUSALS
A visually impaired woman from Milton Keynes has spoken out about the "infuriating and embarrassing" experience of regularly being refused taxi rides when travelling with her guide dog.
Hannah Burgess, 27, recently shared an online video in which a driver initially declined to transport her golden retriever, Morris, before eventually relenting.
Under the Equality Act 2010, taxis are legally obligated to carry assistance dogs without extra charge. Ms. Burgess, who was born with albinism and describes her vision as "blurry and distorted," has been accompanied by Morris for just over a year.
She stated that despite including a note about her guide dog in online bookings, she frequently encounters drivers who refuse her fare or drive past upon seeing Morris.
"It's exhausting, it's infuriating, it's embarrassing. It feels rubbish every time; it never gets easier," Ms. Burgess said, expressing her frustration.
"I shouldn't have to argue or convince someone that I'm worth being treated the same as another customer just because I've got a guide dog."
The taxi in the video was booked with Skyline Taxis Milton Keynes, which has not yet responded to requests for comment. The only legal exception for drivers refusing an assistance dog is a council exemption certificate due to a medical condition. Drivers found in breach of the law can face fines or lose their licence.
Buckinghamshire Council, which licensed the taxi in the video, stated it was "deeply concerned" by such incidents. Mark Winn, the council's Conservative cabinet member for housing and regulatory services, affirmed that "all drivers attended mandatory training about their legal obligations, which must be refreshed at least every three years," urging anyone experiencing issues to report them.
The charity Guide Dogs highlighted the widespread nature of the problem, revealing that a survey found 60% of guide dog owners had been refused a ride.
Clive Wood, the charity's lead policy and campaigns manager, emphasised that a refusal could be "humiliating" and "really have an impact" on daily life.
David Lawrie, director of the National Private Hire and Taxi Association, described the issue as "unfortunately common," adding that "a lot of it is [drivers] just don't like dogs and that is not acceptable, it's illegal." He urged both government and councils to increase driver education.
A spokesperson for the DfT echoed these sentiments, stating: "Discrimination like this is completely unacceptable – councils should use their existing powers to ensure drivers and operators understand their legal duties." Ms. Burgess confirmed she intends to file a formal complaint regarding the incident.
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