Disabilities and Equality for All

Ola is committed to making sure our services are accessible to all, no matter if a person has a visible or hidden disability, our driver-partners will always do everything they can to provide suitable assistance and as such, we remind all driver-partners to make allowances for those who need them in line with the Equality Act 2010. Some key considerations that you should consider are:

  • Ask the passenger if they need any help, but wait for your offer to be accepted before doing anything
  • Listen to any requests and try to remember that everyone is different and what suits one passenger may not be appropriate for another
  • Talk directly to the passenger in question, rather than to any person with them such as support staff
  • Let visually impaired passengers know if there are delays in the journey and also let them know when they are near their destination
  • Have a pen and paper handy to write things down for passengers with hearing impairments
  • If your vehicle has a wheelchair ramp, make sure it is available and in good working order at all times
  • Do not pick up or drop off passengers who are wheelchair users where there is an incline, or the pavement is sloped


Sub Sections

Service Animals :-

It is a requirement under the Private Hire legislation that you must allow all service animals such as guide-dogs to travel. It is a legal requirement for you to NOT refuse a rider passage due to them having a guide-dog.


Wheelchair Users :-

All Ola driver-partners should provide additional support to those who are elderly, disabled, or have mobility issues. In the instance of wheelchair users: unless exempt, drivers must assist passengers as required and stow the wheelchairs for them. It is crucial that you bear in mind not everyone’s disabilities are visible, some are hidden so please ask passengers if they need any help.


Being Dementia Friendly :-

Dementia is caused by diseases that affect the brain and it affects every person differently. Dementia often starts with short-term memory loss but it can also affect the way that people think, speak and do things. People with dementia can become confused, find it difficult to communicate, may have difficulty remembering the words that they want, and can have difficulties planning.


  • Dementia is not a natural part of the ageing process
  • Dementia is caused by diseases of the brain
  • It is not just about losing your memory
  • It’s possible to live well with it
  • There is more to the person than the dementia


If a passenger appears confused, lost or worried and you feel this is due to them suffering from dementia, then you should remain calm, at their entered destination, make sure they are received by another person and if you have any safeguarding concerns, then please immediately report this to the police by dialing 999 and make sure you remain with the passenger until assistance arrives.