Riders with Disabilities Curb Their Enthusiasm Altogether When It Comes to Taxi & Car Service Providers

3 out of 4 say there is a need for companies to create better products and services that improve their overall experience

Warren, NJ (April 20, 2015) – As part of an ongoing effort to increase transparency and awareness about individuals with disabilities, the Pathways for Greater Inclusion of People with Disabilities Study (Pathways Study) today released details of satisfaction and engagement levels when using taxis and car services. According to the data jointly published by Lightspeed All Global and disABILITYincites, nearly 70% of people with disabilities used a taxi or car service in the past 12 months. Despite their high propensity to use taxis and car services, 60% of riders with disabilities are displeased with their overall experience due to the lack of driver awareness about their needs. Three out of four (approximately 74%) of these respondents also indicated an overall need for companies to create better products and services across all industries.

“People with disabilities have needs that differ from those of the general population and among them is transportation,” stated David Bilicic, Lightspeed All Global’s Vice President. “According to the Pathways Study, this segment is almost six times more likely to use this form of transportation than the average person, yet their satisfaction levels are low.”

 “Companies, particularly peer-to-peer service entities like Uber, Lyft and Airbnb, need to warrant the consideration of PwD in the value creation process. All too often the exclusion of people with disabilities causes companies to seek retrofitted solutions to address access barriers.. These problems could be mitigated or avoided altogether had the company considered the needs of PwD from the very beginning,” stated Tonya Deniz, Executive Director of disABILITYincites.

  • More than 2/3 of all individuals surveyed stated they are more likely to patronize and spend more money with companies that take into consideration the needs of people with disabilities.
  • More than 20% of respondents reported using the internet to browse, research, and book a taxi or car service. These individuals are 31% more likely to patronize and pay additional funds to a taxi or car service if its corresponding website is accessible to people with disabilities.
  • Roughly two out of 10 taxi/car service patrons with sensory disabilities and patrons who use a wheelchair or a scooter believe there is a need for companies to create really useful products and services that improve the lives of people with disabilities
  • Only 4% of taxi/car service patrons who use a wheelchair or a scooter are satisfied with driver awareness followed by 2% of patrons with sensory disabilities (blindness or deafness)

“Dissatisfaction among people who use a wheelchair or scooter is likely due to the limited number of taxis that are wheelchair accessible and the lack of accessible vehicles from rideshare services like Uber and Lyft,” stated Deniz.


The Pathways Study also found people with invisible disabilities, such as learning disabilities, are almost twice as likely to use a taxi or a car service as people with visible disabilities. Roughly 52% of individuals with ambulatory disabilities (i.e., difficulty walking/climbing stairs, and sitting/standing) reported use of taxis and car services. The group is followed by 28% of people with cognitive disabilities (e.g., brain injuries, genetic disabilities, dyslexia, attention deficit hyperactivity and other learning disabilities), 24% of people with mobility and dexterity disabilities, 21% of people with independent living disabilities (difficulties reaching, holding or grasping), 9% of people who use a wheelchair or a scooter, 7% of people who are blind or have low vision and 5% of people who are deaf or hard of hearing.

Bilicic commented, “There are significant barriers taxi and car service riders with disabilities encounter. It is evident this research points to the importance of meaningful action enabling all patrons of public transportation access to a rider experience that encourages consistent participation.”


In August 2014, Kantar owned Lightspeed, in partnership with the nonprofit disABILITYincites, used a sample of 5,000 people with disabilities to conduct Pathways for Greater Inclusion of People with Disabilities. This groundbreaking study which represents the largest disability panel ever assembled and the most comprehensive market research study ever conducted about people with disabilities, examines, the segment’s consumption behaviors, including use of taxis and other car service providers, and their accessibility challenges. To commemorate the 25th anniversary of the passing of the Americans with Disabilities Act (ADA), results from the Pathways for Greater Inclusion Study will be made available in mid-2015.


Lightspeed All Global provides healthcare professional and patient community solutions, utilizing a powerful healthcare panel. With a long heritage as an innovator in healthcare research, Lightspeed All Global offers high quality healthcare research services for top global research companies and agencies across Europe, North and South America and Asia-Pacific. Employing a combination of research methodologies – qualitative and quantitative, online and traditional, Lightspeed All Global’s reach expands to more than 450,000 general practitioners and specialists worldwide.

Headquartered in New York and London, Lightspeed All Global is a brand of the Lightspeed Group and part of Kantar, the data investment management arm of WPP, the world leader in marketing communication services. For more information, visit


DisABILITYincites is a nonprofit 501(c)(3) that promotes research about consumers with disabilities in an effort to level the playing field for 57 million people with disabilities. The company is the only one of its kind to provide research development, technical services and research advocacy specific to eradicating the exclusion of people with disabilities from the on-going, comprehensive market research investigations that are conducted daily in the US to ascertain the unmet needs of the general population and sub-segments. With viable solutions in the form of new products and services borne out of research that reveals their unique challenges, people with disabilities can live more independently and embrace their aspirations while more fully participating in all areas of life.

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