Know your rights, accessible travel
To help you understand your rights when using public transport in Staffordshire, we’ve created a Know Your Rights guide. This focuses on bus, taxi and train travel.
It explains the law, what operators must do to make their services accessible, and the support available to help you on your journey.
Public transport and the Equality Act 2010
The Equality Act 2010 says that transport providers, such as bus, train and taxi companies, must not discriminate against disabled people.
They must also take steps to make their services accessible.
Find out more about current laws and guidance:
- Public transport discrimination guide – Disability Justice
- Current laws and guidance – Transport for All
- Transport Committee Report responses (easy read version)
Train travel
You have the right to travel by train. This is protected by each train company’s Accessible Travel Policy.
This policy explains how train companies support people with disabilities, including those with learning disabilities, neurodiversity and sensory needs. This includes help with travel, ticketing and staff support.
The Office of Rail and Road (ORR) approves these policies and checks that they are followed.
Each train company must publish their policy on their website.
Accessible travel policies (Staffordshire stations)
Accessible Travel Policy | Avanti West Coast
- Lichfield Trent Valley
- Stafford
- Tamworth
Accessible travel policy | West Midlands Railway
- Bilbrook
- Cannock
- Codsall
- Hednesford
- Kidsgrove
- Landywood
- Lichfield City
- Lichfield Trent Valley
- Penkridge
- Rugeley Town
- Rugeley Trent Valley
- Shenstone
- Stafford
- Stone
- Tamworth
- Wilnecote
Accessible Travel Policy | Our policies | EMR
- Blythe Bridge
- Kidsgrove
- Uttoxeter
Train Travel with Impaired Mobility | CrossCountry | CrossCountry Trains
- Burton-on-Trent
- Tamworth
- Wilnecote
- Stafford
Bus and coach travel
The Public Service Vehicles Accessibility Regulations 2000 set out what bus and coach companies must provide to make services accessible.
The Bus Services Act 2017 also gives powers to improve bus services and accessibility.
Find out more:
- Bus and coach accessibility – GOV.UK
- The Bus Services Act 2017
- Transport support for disabled people – buses and coaches
Taxi and minicab travel
Taxis and private hire vehicles are regulated by local councils but must follow national guidance.
Key requirements
Drivers must:
- Accept disabled passengers
- Provide reasonable mobility assistance
- Carry mobility aids
- Not charge extra for support
Operators must not refuse bookings because a passenger is disabled.
Failure to follow the law can result in fines and licence reviews.
Recent government guidance also makes clear that district and borough councils must take action against drivers who discriminate.
Find out more:
- Access to taxis and private hire vehicles for disabled users - GOV.UK
- Transport support services for disabled people: Taxis and minicabs - GOV.UK
- Government’s New Guidance: Make Taxis and Private Hire Vehicles More Accessible | Disability Rights UK
Assistance dogs
You have the right to travel with your assistance dog in taxis and minicabs, unless the driver has a medical exemption.
If they do, you will see a notice displayed in the vehicle.
Drivers must not charge extra for assistance dogs.
Drivers are trained to recognise assistance dogs by their harness or jacket. It can also help to carry identification for your dog.
Staffordshire taxi and minicab licensing
District and borough councils in Staffordshire are responsible for licensing taxi and private hire services.
This includes:
- Checking drivers (DBS and medical checks)
- Inspecting vehicles
- Setting local policies
- Taking enforcement action where needed
If you have concerns or complaints (for example about safety, accessibility or driver behaviour), contact your local district or borough council:
Your feedback helps improve services and keep passengers safe.
Reporting a highways issue
Being able to safely access bus stops and train stations is important.
If you spot an issue on the highway (including pavements), you can report it. This includes:
- Potholes
- Road or pavement damage
- Street lighting issues
- Blocked drains
- Overgrown trees, hedges or grass
Report issues here:
Staffordshire highways – Staffordshire County Council
Raising concerns or complaints
If you experience problems or discrimination when using public transport, reporting it can help improve services.
Step 1: Contact the transport provider directly.
Step 2: If the issue is not resolved see below:
Taxi services:
- Cannock Chase District Council - Compliments, Comments and Complaints - Licensed Drivers or Vehicles | Cannock Chase District Council
- East Staffordshire Borough Council - Taxis and private hire | East Staffordshire Borough Council
- Lichfield District Council Taxi and private hire licences
- Newcastle-under-Lyme Borough Council - Taxi and private vehicle licences – Newcastle-under-Lyme Borough Council
- South Staffordshire Council - Taxis and private hire vehicles | South Staffordshire District Council
- Stafford Borough Council - Licensing | Stafford Borough Council
- Staffordshire Moorlands District Council - Taxi licensing - Staffordshire Moorlands District Council
- Tamworth District Council - Taxis and private hire | Tamworth Borough Council
If the service is a train or a bus, you can escalate your complaint to Staffordshire County Council.
