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Disabled drivers face obstacles filling up, survey reveals

70% of petrol stations have no signage assisting disabled drivers

15 April 2015
 

An absence of accessible facilities and poor customer service is a major barrier to disabled drivers purchasing fuel at petrol stations, a survey has revealed. A total of 20 garages were visited over a one month by a disabled driver, who recorded their experiences. Garages included BP, Esso, Morrisons, Sainsbury’s, Shell and Tesco.

The research found that 70% of petrol stations had no signage indicating assistance for disabled motorists. In 70% of garages without signage the disabled motorist had to either sound the horn or flash the headlights, and wave their Blue Badge, in order to get attention.

In 80% of visits it took more than three minutes and 20% eight minutes or more. In one instance, staff acknowledged the driver, but after 15 minutes of waiting and repeatedly sounding the horn, the driver was still without any help from staff.

On 20% of visits the lack of provision meant that the disabled driver was unable to buy fuel. Pay-by-card was only available in 15% of garages, with the customer having to pay cash or unable to pay at all.

The snapshot survey was commissioned by assist-M, a company who have developed a smartphone app solution and carried out last October by the Rica (Research Institute for Consumer Affairs).

Assist-mi co-founder Gary McFarlane said: “Although it was noted that staff and other customers were often helpful, willing to help with filling the cars up with fuel, the difficulties obtaining assistance were substantial. Assistance times were varied, but staff often didn’t know if there was a service call system in place to cater for disabled motorists in obtaining assistance, and often if there was one identified, it was deemed unusable or faulty.

“The research highlights the lack of provision with confusing options and no universal solution available at petrol stations for disabled people. At numerous stations it was observed that having only one member of staff in the station meant that they were unable to cater for the disabled motorist.” 

Repeated frustrations when filling his vehicle led disabled entrepreneur McFarlane to develop a smartphone app solution to help identify the stations offering assistance, and when that assistance would be available so that the driver can turn up with confidence that assistance would be available.

The survey confirmed that what I experience individually is also experienced by many other drivers nationally and on a daily basis,” he said. “Because of the lack of a uniform solution we have developed the technology to help remove the barriers and provide assistance in a low key way (offering no fuss, no embarrassment and bespoke assistance to their needs). I hope that the petrol retailers will now embrace the accessibility revolution and start using technology to remove the barriers for disabled drivers.”

Helen Dolphin, director of policy and campaigns at the charity Disabled Motoring UK (DMUK), said: “It saddens me to see that in the 21st century disabled people are still struggling to put fuel in their cars. It is so embarrassing sitting in your car sounding your horn and I am astounded that this is seen as the best way to get attention when there is much better technology available. Disabled people don’t want to have to cause a scene, sound their horn, or ask a passer-by. DMUK has campaigned for years for improvements and I hope this evidence helps convince the retailers to do something about this dire situation”

AA president Edmund King added "The car is a lifeline for all disabled drivers. The disabled driver's mobility and confidence are compromised without easy access to petrol and diesel. Technological solutions should enhance the freedom of disabled drivers so need to be embraced."

Specialist Transport Services Manager
Warrington Borough Council
Warrington
GRADE 13 (£58,797 - £63,735)
Specialist Transport Services Manager
Warrington Borough Council
Warrington
GRADE 13 (£58,797 - £63,735)
Specialist Transport Services Manager
Warrington Borough Council
Warrington
GRADE 13 (£58,797 - £63,735)
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