Skip to main content

Frequently asked questions

What is Taxicard?

The London Taxicard scheme provides subsidised door to door journeys in licensed taxis and private hire vehicles for London residents who have serious mobility or visual impairments.

It is funded by the London boroughs and Transport for London and managed by London Councils on their behalf.

Who is eligible for a Taxicard?

You are automatically eligible for a Taxicard if you:

  • Receive the Higher Rate Mobility Component of the Disability Living Allowance
  • Receive 8 points or more for the Moving Around Activity component of the Independence Payment
  • Are registered severely sight impaired or blind (not partially sighted)
  • Receive a War Pension Mobility Supplement
  • Receive the Armed Forces Independence Payment (mobility element) 
  • Receive Higher Rate Attendance Allowance (only in Barnet, Hackney, Islington, Kingston, Newham, Redbridge, Sutton and Westminster)
  • Have a Blue Badge (only in Hammersmith & Fulham)
  • Age-related (in the following boroughs only)
    • 80 years of age or older in Islington
    • 85 years of age or older in Barnet and Redbridge
    • 90 years of age or older in Kingston

If you are not in one of the above categories you may still be eligible, but you will need to complete an application form and provide medical evidence. You may be required to have a mobility assessment.

How can I apply for the scheme?

You need to request an application form. The application form you need will depend on the London borough in which you live, please check your borough page for details.

How long will my application take to process?

It will usually take between 6-8 weeks for the application process.

How many Taxicard trips will I get per month/year?

This will depend on the London borough in which you live, please check your borough page for details

How much will my Taxicard journey cost?

You can find out how Taxicard journeys are charged here. You can also request a quote for a particular journey by calling the booking line 0207 763 5001.

How do I make a Taxicard booking?

You can book by phone, online, via the CityFleet app or hail a taxi in the street or from a rank. See here for more details.

Are all taxis wheelchair-accessible?

All licensed taxis are wheelchair accessible; they all have ramps for wheelchair users, Some larger types of electric wheelchairs can not be legally secured in the taxi and cannot be carried. Please check with the taxi supplier.

What assistance can I expect from the driver?

Door to Door Service, Wheelchair Users and Assistance Dogs

What is meant by a door to door service?

If you specify that you prefer to have a door to door service instead of being picked up and dropped off at the roadside, the driver will be expected to:

  • Ring the doorbell/knock on the door of the collection address;
  • If required, help the passenger from the front door of the collection or destination address.
  • If required, help the passenger to lock or unlock their front door.
  • If required, assist the passenger with their shopping, bags or luggage from the vehicle to or from the collection or destination address.
  • Assist a wheelchair user up or down a step and/or a kerb, but not up or down a flight of stairs.
  • Assist (but not lift) a wheelchair user to transfer to a seat where this is required.

If the pick up or destination is situated in a block of flats, the door to the pickup address is deemed to be the door to the flat and not the door to the block of flats.

What you should expect from your taxi or private hire driver

You should expect your taxi or private hire driver to offer assistance where required.

If you need a specific form of assistance, it is advisable to mention this when booking and please do not hesitate to ask your driver for it. In addition, there are some legal requirements on taxi and private hire drivers which include:

  • Taxi drivers are required to assist wheelchair passengers into and out of the taxi, and safely secure passengers before commencing the journey.
  • Taxi and private hire drivers are required to accept all assistance dogs accompanying a passenger. The assistance dog should be allowed to be seated by the passenger’s feet.

Unless drivers have a medical exemption they are legally obliged to carry wheelchair users and assistance dogs at no additional cost. Drivers with a medical exemption must clearly display the exception certificate.

CityFleet, the Taxicard service provider, and TfL need to know if a taxi or private hire driver does not meet these requirements, so please let them know if you have had a poor experience. You can report driver conduct issues from taxi or private hire drivers, or any poor experiences you have with private hire operators either to CityFleet customer services on 020 7908 0271 or taxicardcomplaint@cityfleet.co.uk and/or to TfL’s Taxi and Private Hire team directly:

Phone: 0343 222 4000
Email: TaxiPrivateHireComplaints@tfl.gov.uk

Can I travel outside the London boroughs?

Either your pick up or drop off destination has to be within a London borough.

Can more than one person travel in the taxi with a Taxicard member, and does this cost extra?

You may be accompanied by up to four companions if you are travelling in a black taxi and up to three in a private hire vehicle at no additional cost. If you travel in a black taxi and have a large wheelchair, sometimes only two three, companions may be able to travel with you, depending on the type of wheelchair. When travelling with multiple companions, you should specify the number of passengers when making your booking, so that an appropriate vehicle can be sent. 

How many Taxicard rides do I have left?

You can obtain your trip balance from the operators at Computer Cab when you make a booking on 020 7908 0271.

What should I do if my card has been lost or damaged?

You need to contact London Councils on 0207 934 9791. There is a £10 replaceent charge for lost or damged Taxicards. Card holders can pay by debit or credit cards over the telephone. You will need your payment card to hand when you phone. 

Alternatively, if you wish to pay by cheque or postal order (a postal order for £10 incurs a £1.00 fee at the point of purchase), please make your payment of £10 payable to 'London Councils' and send it to:

London Councils Taxicard

59½ Southwark Street

London, SE1 0AL

The name and address of the Taxicard holder must be written on the reverse of the cheque or postal order and the Replacement Taxicard Reply Form must be completed and enclosed.

What should I do if my card has been stolen?

You need to contact London Councils on 020 7934 9791. Stolen cards are replaced free of charge if a valid Crime Reference Number is provided. If you are unable to provide a crime reference number the card will be treated as if it has been lost and a £10 charge will be incurred to replace the card.

We cannot offer a refund if you later obtain a crime reference number for the incident.

The taxi driver did not give my card back to me, what should I do?

You can call Computer Cab on 020 7908 0271 (option 3) to see if they can contact the driver. 

Can I travel without my Taxicard?

To prevent fraud and misuse of Taxicards; members are not permitted to travel without their Taxicard.

Can I have more trips if I run out?

Boroughs do not usually give additional trips and you have to wait until you receive your next annual allocation of trips on the following 1 April.

What do I do if I change my address, phone number or other personal details?

If you change your personal details you must call London Councils on 020 7934 9791 to inform us of your change of details so that we have up-to-date contact details for you.

I have moved to a different London borough - can I still use my card?

If you have changed boroughs your current Taxicard is no longer valid. You will have to reapply to your new borough for a new card. If you meet the automatic criteria for the Taxicard scheme then we may be able to transfer your account and issue a new Taxicard upon receipt of the relevant documentation, please contact London Councils on 020 7934 9791 or email taxicard@londoncouncils.gov.uk.

You are no longer eligible if you no longer live in a London boroughs.

Can I make a booking online?

To make a booking online visit the ComCab website