Top Tips for Wheelchair Access on Transport

Your no-nonsense (but friendly) guide to getting around on TfL buses

First Things First: The Basics

Good news — as a wheelchair user, you don’t need to tap in. You should carry your Freedom Pass, but in practice it’s rarely checked, because everyone understands you physically can’t reach the reader. The rules governing how drivers should treat you are all in the “Big Red Book” — the manual every bus driver receives when they qualify. So they do know what they’re supposed to do. Whether they always do it is, well, another story.

At the Bus Stop

• Note the letter code displayed at your stop — you’ll need this if something goes wrong later.

• Position yourself visibly on the pavement as the bus approaches. Make eye contact with the driver and wave clearly.

• Be assertive. Other passengers have a habit of drifting in front of you, blissfully unaware (or unconcerned) that you were there first. A polite but firm “excuse me, the driver needs to see me” usually does the trick.

Boarding the Bus

On most buses, head for the middle or rear doors — that’s where the wheelchair space and ramp are. Some smaller buses only have one door at the front, in which case that’s your spot.

By the rear door you’ll find a blue button with a white wheelchair symbol — press it to alert the driver you need the ramp. If the doors are still open when you arrive, don’t worry: the driver has to close them before deploying the ramp. So if the doors shut in your face, don’t panic — the ramp should follow shortly after.

Once you’re on, reverse into the wheelchair space so your back is against a solid surface. Much safer if the bus stops suddenly.

Your Legal Right to the Wheelchair Space

This is important. If the wheelchair space is occupied by buggies, shopping, or people who’ve decided it looks like a great spot to spread out — you have legal priority. This was established in the case of Paulley v FirstGroup, and it means people must move.

The driver can’t physically remove anyone, shout at them, or drag their buggy away. But they are required to make a genuine effort — either by asking verbally or by pressing the onboard announcement button, which plays a message along the lines of “Please clear the wheelchair space — a wheelchair user needs this area.”

If someone refuses to move after the driver has tried, the driver has technically done their job. Frustrating, but legally that’s where it stands.

However — if the driver makes no effort at all, just shrugs and drives off? That’s unlawful discrimination, and you can take action.

If Things Go Wrong: What to Capture

The moment you sense trouble brewing, get your phone ready. You don’t need to wave it in anyone’s face — just film low to capture audio and confirm the time. If the bus drives off without you, film the registration plate.

To make a complaint you’ll need:

• The bus stop letter code

• The exact time the bus was there

• The registration number if possible

• A brief description of the driver and what happened

You can get in touch via the website Disabled by the Railway if you need support pursuing a complaint.

Getting Off

When you’re ready to alight, press the blue button in the wheelchair space — it should make a distinct sound to alert the driver. If you’re not sure it’s worked, just say clearly: “Ramp at the next stop please.”

If a driver asks the whole bus where you’re getting off — you’re not obliged to answer publicly. Just say you’ll press the button like everyone else. Broadcasting your stop to a full bus when you’re already a more visible target isn’t something you should have to do.

If the driver fails to put the ramp out when you’ve requested it and you miss your stop — that’s also unlawful discrimination.

The Golden Rule

You are not expected to behave any differently to any other passenger. You don’t beg, you don’t plead, you don’t over-explain. You flag the bus, you board, you press the button when you want to get off. Polite, yes. Apologetic, no.

(The one exception: if there’s already another wheelchair user in the space, there’s an unspoken nod of solidarity and you wait for the next bus. It’s a whole thing.)

A Realistic Note

Build in an extra 30–60 minutes on any journey. It’s not defeatist — it’s practical. People won’t always move, drivers won’t always help, and sometimes the universe just has it in for you that day. It’s a sad reality of getting around London as a disabled passenger, but knowing your rights means you’re never completely without recourse.

Good luck out there. 🦽