Enabling consumer programs is not always an effective way to draw attention to specific problems.
Despite Avan's general services being rated 7,7 in route transport and 8,2 in demand-dependent Wmo transport, there is still discussion about the accessibility of taxi transport for people with a physical disability. The complaint arose in response to a report from a traveler on the website of the consumer program Radar, which brought this issue under attention charged.
A traveler, dependent on a mobility scooter, was refused boarding via the wheelchair lift of an Avan taxi. The traveler could not board normally and it was not an option to get off the mobility scooter and take a seat in the taxi through the side door. Avan emphasizes that this decision has nothing to do with a lack of customer friendliness, but is strictly bound by safety regulations.
According to these rules, the mobility scooter must be placed in the taxi by the driver and the traveler is obliged to get into the taxi under his or her own power. The safety requirements are strict: a traveler may never enter the vehicle while walking or standing on the lift. This policy was introduced after previous accidents involving mobility scooter users on the lift. Insurers also impose these requirements on drivers.
By communicating directly with the taxi company, customers can express their specific needs and concerns, and work with the service providers to develop practical solutions that comply with safety regulations.
The situation highlights the importance of safely securing and transporting mobility scooters. If this is not possible, this may lead to a refusal of transport. Avan states that this does not come from a lack of friendliness, but from a need for safety. For other wheelchair users, a transfer to a regular seat is preferable, also for safety reasons.
There are several examples online where mobility scooter users experience accidents when using lifts. These situations underline the need for strict safety measures. The advice to those involved is to look for responsible transport options in consultation with the taxi company and the WMO contact person.
This incident sheds light on a broader social problem: the accessibility of public transport for people with disabilities. The Safe Transport for Wheelchair Occupants (VVR) code does not always provide sufficient solutions for mobility scooter users, which leads to questions about equality and the practical feasibility of transport policy. The Meldpunt program has also previously indicated that the current transport regulations, drawn up by the Mobility Social Fund, improvement need.
still have complaints?
Do you have a complaint about Avan? Then pass it on to them instead of immediately bombarding consumer programs with negative responses. This way they can improve the service in the future. This can be done by telephone or by post. Call 0900 – 500 50 50 (10 cents per minute + 4,54 cents starting rate + usual calling costs) or submit your complaint by post. Send your complaint to PO Box 6, 7570 AA Oldenzaal. This can also be done via a response card that is in their taxis.
Radar is the platform with a critical view on consumer affairs. The television program can be seen live every Monday at 20:25 PM on AVROTROS on NPO 2. The presentation is in the hands of Antoinette Hertsenberg and Fons Hendriks.
