Hotels, restaurants and taxis encouraged to welcome guide dog owners

The access publications outline the duties and responsibilities of service providers under the Disability Discrimination Act (DDA) in relation to guide dog owners and other assistance dog owners. 

Since December 1996, it has been unlawful for hoteliers and restaurant owners to refuse to serve a disabled person – including guide dog owners – or offer a lower standard of service for reasons related to the person’s disability.   Since October 2004, the law also requires that service providers make reasonable adjustments to the physical features of their premises to overcome barriers to access.

The DDA does not prescribe how service providers should meet these duties, but the Guide Dogs’ leaflets encourage them to choose a décor with good colour contrast and lighting and to make sure that walking routes are free of hazards such as planters and umbrella stands – major obstacles for customers who can’t see.

Clear signage and information in alternative formats, such as Braille and large print, is also recommended, particularly for emergency evacuation procedures and menus.

Taxi drivers – since 31 March 2001 (31 March 2003 in Scotland) – are required to carry, free of charge, guide and other assistance dogs travelling with their owner. A similar duty has applied since 31 March 2004 to drivers and operators of private hire vehicles (private hire cars in Scotland).

Additionally, since 4 December 2006, under Part 3 of the DDA, it has been unlawful for them to refuse service to a disabled person – including guide dog owners – or offer a lower standard of service for reasons related to the person’s disability. The law also requires them to make reasonable adjustments for disabled people in the way that their services are provided – though that does not include physical alterations to the vehicles.

Drivers are reminded to communicate clearly to blind and partially-sighted passengers the fare or meter reading and when giving change, to count out coins and notes into the passenger’s hand.

The leaflets emphasise the importance of knowing how to communicate with blind and partially-sighted people, including speaking to the person – not their guide dog, and asking what assistance they need, rather than making assumptions.

Service providers can be reassured that the Institute of Environmental Health Officers has stated that assistance dogs are exempt from the usual hygiene rules which apply to dogs, including those relating to restaurant areas, bars and transit in taxis and private hire vehicles.

Guide dogs are well groomed and are trained to sit at their owner’s feet - not climb on furniture or bother service providers or their customers.

Service providers can order a copy of the relevant access leaflet by phoning 0845 241 2178 or by downloading a copy from Guide Dogs’ Campaigns page.

2008 will be Year of the Assistance Dog, with guide dog owners nominating service providers for Dog Star Awards, based on good practice outlined in Guide Dogs’ (and other assistance dog) leaflets.