Glasgow Bylaw: Disabled Passenger Rights - Equality Act

Transportation Scotland 3 Minutes Read ยท published February 11, 2026 Flag of Scotland

In Glasgow, Scotland disabled passengers are protected when using public and private transport services. This guide summarises the legal duties that apply to transport providers and local bodies, explains how to request reasonable adjustments, and sets out practical steps to report discrimination or pursue remedies in Glasgow.

Scope & Legal Framework

The Equality Act 2010 imposes duties on service providers and public bodies to make reasonable adjustments for disabled people, and to avoid discrimination in the provision of services. For the full statutory text, see the Equality Act 2010.[1]

What Transport Providers Must Do

  • Make reasonable adjustments to premises, vehicles and procedures to remove substantial disadvantage for disabled passengers.
  • Provide assistance on request where it is reasonable and practicable to do so, including boarding assistance and priority seating policies.
  • Keep records of accessibility policies, staff training and individual adjustment requests.
  • Ensure booking, ticketing and information services are accessible (online and in-person).
If a transport operator refuses an adjustment you reasonably need, raise the issue immediately with the operator and keep a written record.

Penalties & Enforcement

Enforcement of the Equality Act may involve complaints to the Equality and Human Rights Commission (EHRC), regulatory action by public authorities, and civil claims in court. Specific monetary fines or fixed penalty amounts are not set out in the Equality Act text itself; remedies are typically ordered by courts or tribunals and may include compensation and injunctions. For statutory detail, consult the Act.[1]

  • Monetary penalties: not specified on the cited page.
  • Escalation: first, repeat or continuing offences and their ranges are not specified on the cited page.
  • Non-monetary sanctions: courts may order injunctions, declarations or other remedies; EHRC can seek compliance orders.
  • Primary enforcers and complaint routes: Equality and Human Rights Commission and civil courts; for complaints about Glasgow City Council services, contact the Council complaints team.[2]
  • Appeal/review: appeals of tribunal or court decisions follow ordinary judicial routes; time limits depend on the tribunal or court procedure and are not specified on the cited page.
Formal remedies under the Act are typically awarded by courts or tribunals rather than by fixed statutory fines.

Applications & Forms

There is no single standard municipal "Equality Act claim" form published by the Act itself. Individual routes include contacting the service provider, submitting a local authority complaint where applicable, or raising a claim in the courts or tribunal. For Glasgow City Council services, use the Council complaints contact page to begin local resolution.[2]

Many cases are resolved through informal resolution before formal court action is necessary.

Practical Action Steps

  • Ask the driver or staff for the specific reasonable adjustment you need and request this in writing where possible.
  • Gather evidence: photos, witness names, ticket references and any written responses.
  • Report the incident to the transport operator and retain the complaint reference.
  • If unresolved, contact the Equality and Human Rights Commission or consider a civil claim; for council services, use the Council complaints process.

FAQ

Who enforces the Equality Act for transport issues in Glasgow?
The Equality and Human Rights Commission and the courts enforce the Equality Act, and Glasgow City Council handles complaints about its own services.
Can I get compensation for discrimination on a bus or taxi?
Yes, victims may pursue claims in court or tribunal for discrimination-related loss; remedies are ordered by the court and amounts depend on the case.
How do I request a reasonable adjustment when travelling?
Request the adjustment from the operator in advance if possible, keep written confirmation, and raise a formal complaint if the operator refuses.

How-To

  1. Contact the transport operator immediately and request the adjustment in writing; keep copies of correspondence.
  2. If the operator does not resolve it, submit a formal complaint to Glasgow City Council if the service is council-run or regulated by the Council.
  3. Gather evidence and, where necessary, contact the Equality and Human Rights Commission for guidance or to request enforcement assistance.
  4. If informal routes fail, consider a civil claim in the appropriate tribunal or court with legal advice.

Key Takeaways

  • Disabled passengers have a statutory right to reasonable adjustments under the Equality Act.
  • Start with the operator, then use Glasgow City Council complaint routes or the EHRC for enforcement.

Help and Support / Resources

  1. [1] Equality Act 2010 - legislation.gov.uk
  2. [2] Glasgow City Council - Contact and complaints

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