Lewisham Taxicard failure leaves disabled councillor waiting 90 minutes in 30°C heat
Maria McKenna abandoned her journey after an administrative error blocked her wheelchair-accessible taxi
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A disabled Lewisham councillor waited 90 minutes for a Taxicard taxi on 29 July before abandoning the journey and wheeling herself home in 30°C heat. Maria McKenna, who uses a wheelchair, had booked an 11-minute trip after council business but was not allocated a suitable vehicle.
The Taxicard scheme, operated by London Councils, provides subsidised door-to-door transport for disabled Londoners who cannot use public transport easily. It serves over 10,000 journeys each week across the capital.
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Administrative error blocked wheelchair-accessible taxi
ComCab London, the vehicle provider for the Taxicard scheme, identified an administrative error on McKenna’s account as the cause of the delay. The error prevented a wheelchair-accessible black cab from being booked, despite her profile clearly stating the requirement.
During the wait, McKenna received repeated automated calls asking if she still needed the booking. She told the Local Democracy Reporting Service she felt unwell and had no choice but to wheel herself home. An Addison Lee vehicle was eventually offered, but it was not wheelchair-accessible.
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If it’s happened to me, how many other thousands of people has this happened to? How many people have got even less of a voice than what I had?
Maria McKenna, Lewisham councillor and Disabled People’s Champion
Mayor demands performance data from London Councils
Lewisham Mayor Liam Shrivastava described the incident as deeply concerning. He has written to Paul Osborn, Chair of London Councils’ Transport and Environment Committee, urging him to provide performance data on the Taxicard scheme, including waiting times, cancellations and complaints.
Shrivastava said the failure raised questions about whether enough wheelchair-accessible vehicles are available to meet demand. He called for urgent improvements where the scheme is falling short and consideration of a wider review.
A London Councils spokesperson said ComCab London had provided the requested information and would continue to share further details as needed. They added that the provider had apologised to McKenna and worked to resolve the issue, assuring her of a high standard of customer service.
What happens next
London Councils has not confirmed whether a formal review of the Taxicard scheme will take place. Residents who rely on the service can contact their local council or London Councils directly to report issues or request support.
Questions this report answers
+What caused the 90-minute delay for Maria McKenna’s Taxicard taxi?
An administrative error on her Taxicard account prevented a wheelchair-accessible vehicle from being booked. ComCab London, the scheme’s provider, identified and corrected the error after investigating the incident.
+How many journeys does the Taxicard scheme provide each week?
The Taxicard scheme provides over 10,000 subsidised journeys weekly across London for disabled residents who cannot use public transport easily. The scheme is run by London Councils.
+What has the Mayor of Lewisham asked London Councils to do?
Mayor Liam Shrivastava has asked London Councils to provide performance data on the Taxicard scheme, including waiting times, cancellations and complaints. He has also called for a review of whether the scheme is meeting demand.
+What can residents do if they experience problems with the Taxicard scheme?
Residents can report issues directly to their local council or to London Councils. The scheme’s provider, ComCab London, has also committed to addressing complaints and sharing performance data as requested.
WE FILE
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The London Travel Desk assembled this report from the outlets listed below. Language-model drafting is reviewed under human editorial supervision, with scoring notes and corrections kept visible.
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