TfL admits more must be done to enforce wheelchair priority on London buses

Transport for London (TfL) has acknowledged it needs to improve how both passengers and drivers understand and apply the rules around designated wheelchair spaces on buses, following renewed concerns from disabled families.

The issue has been highlighted by Chris, a father whose four-year-old son Phoenix uses a wheelchair. He says they are regularly unable to board buses because the priority space is occupied by buggies, leaving his son feeling distressed and blamed.

Chris, who was travelling to a hospital appointment at the time of one recent incident, says being turned away from buses happens “almost daily” and has left him worried about how accessible public transport will be for his son in the future.

Under the Equality Act 2010, bus operators are legally required to make “reasonable adjustments” for disabled passengers. These include providing working ramps, clearly designated priority spaces, and ensuring that wheelchair users are able to travel safely and with dignity.

By law, wheelchair users have priority access to the designated space on buses. While other passengers can use it when it is free, they must give way when a wheelchair user needs it. Campaigners argue that poor awareness and inconsistent enforcement are leaving disabled people excluded.

TfL’s head of bus delivery, Rosie Trew, said the wheelchair bay is “primarily for wheelchair mobility aid users” and made clear that if a wheelchair user wants to board, other passengers should make room where possible.

“That may mean folding buggies, sharing the space if it’s safe, moving to priority seating, or waiting for the next bus,” she said.

Drivers are legally required to ask passengers occupying the space to move — and to repeat the request if necessary. However, they do not have the power to force passengers to comply. If someone refuses, drivers are instructed to apologise to the wheelchair user and advise them to wait for the next service.

Footage shared by Chris shows him asking the driver to contact their depot, something drivers are expected to do when incidents occur. The video also appears to show other passengers directing abuse towards him, without intervention from the driver.

TfL said the behaviour shown in the footage fell “well below” expected standards. A spokesperson confirmed the bus operator involved had investigated the incident, spoken directly to the driver and reissued guidance across its workforce.

Chris says while many drivers are supportive, others appear either unaware of the rules or reluctant to deal with potential confrontation.

“This isn’t about throwing parents off buses,” he said. “It’s about folding buggies or making space. Disabled people fought for years — even chaining themselves to buses — just to get that bay.”

He also acknowledged that some buggies function as mobility aids, or that parents themselves may be disabled and unable to fold them, adding that situations need to be handled with sensitivity.

More than 1,500 complaints have been made to TfL over the past three years about buses being inaccessible to wheelchair users.

Rebecca Clarke, a youth board member at disability charity Whizz Kidz, said she often boards buses expecting the wheelchair space to be unavailable and fears confrontation when challenging other passengers.

“It makes you want to avoid travelling altogether,” she said. “That limits your social life, work and independence. Having a driver clearly explain the rules can make a huge difference.”

TfL maintains that London’s bus network is among the most accessible in the world, but admits awareness of the rules is inconsistent. The organisation is now rolling out additional training for its 25,000 bus drivers, including first-hand testimony from disabled passengers.

TfL is also updating its bus driver handbook, due to be released later this year, to reinforce correct procedures and legal responsibilities.

Last year, Mayor Sir Sadiq Khan said introducing a second wheelchair space on buses was an aspiration but would involve major compromises, including fewer step-free seats and more standing passengers.

Chris says he continues to document his experiences so that his son — and other disabled children — face fewer barriers in the future.

“I shouldn’t have to do this,” he said. “But I want him to be able to travel freely.”