A 72-year-old disabled man has received a full apology from First Bus after a driver publicly humiliated him over his wheelchair attachment, wrongly claiming it was banned under company rules.
Incident on York Park & Ride
The man, who uses a wheelchair with a DaVinci lithium-powered front wheel attachment, had used the accessible Park & Ride service operated by First Bus in York without issue on the outward journey. However, on the return trip, the driver refused to allow the device on board, stating in front of other passengers: "You're not bringing that on. Company rules don't allow electric bikes or lithium batteries. It's a safety hazard – it could harm a child if it fell – and the battery could explode."
The man explained that the device was a vital part of his wheelchair and that his colleague on the inbound bus had allowed it. The driver reluctantly agreed but shouted, "But only this once!"
Humiliation and Embarrassment
The man described the 10-minute journey as "an eternity" and said the driver's outburst was "both humiliating and embarrassing." Upon disembarking, he tried to show the driver First Bus's own rules on his phone, which clearly permitted such attachments. The driver refused to look and became angrier, shouting that he knew the rules and that the man was wrong.
First Bus Apology and Retraining
Megan Hope-Rushforth, service delivery director at First Bus, issued a full apology, stating: "The service you received fell below the high standards we expect and strive to deliver for all our customers. You were correct in highlighting that a power device attached to a wheelchair – such as a front wheel that converts it into a trike – is permitted on board our vehicles, provided it has been detached from the wheelchair before boarding. We will be providing refresher training to our driving team as a matter of priority to ensure the correct policy is fully understood and consistently applied."
Council Response
Councillor Kate Ravilious, executive member for transport for City of York Council, added: "We welcome First's apology and commitment to driver training. Fully accessible public transport is non-negotiable for us and is a key priority to ensure that residents and visitors have positive experiences travelling in York. We've been investing to make the start and finish of journeys better too, with accessible bus stop kerbs, improved seating and waiting areas at bus stops, plus audio announcements and electronic display real-time bus service information."
Broader Context
The incident highlights ongoing challenges for disabled passengers despite accessibility improvements. The man noted that before discrimination laws in the mid-90s, people with disabilities relied on goodwill for everyday tasks like using public transport. He emphasised that investment in infrastructure must be backed by staff training and positive attitudes.
