Advancing the design and implementation of accessible taxi services: A study of driver and disabled rider experiences

Accessible taxi services play an important role in supporting disabled people's mobility and their access to employment, education, healthcare, and social activities. This paper examines the accessible taxi service experiences of drivers and disabled riders in Toronto, Canada. Findings are based on a thematic analysis of 590 customer-reported complaints and 494 driver-reported incident reports provided by an accessible taxi brokerage contracted by the city's paratransit service. The findings reveal issues concerning safe service delivery, communication and disability awareness, and conflict management. To address these issues, we propose a three-part training program for drivers and riders, focused on disability awareness, physical safety, and conflict resolution. We then discuss policy implications and the roles of accessible taxi brokerages, paratransit agencies, and local governments in ensuring safe and effective accessible taxi services. We recommend incorporating a critical disabilities studies perspective into future policies and protocols to help with identifying and addressing ableist elements of accessible taxi and paratransit services.