Get MP James Murray to Address Repeated Discriminatory Treatment by TfL Bus Drivers
Get MP James Murray to Address Repeated Discriminatory Treatment by TfL Bus Drivers
The Issue
Get my local MP, James Murray, to Address Repeated Discriminatory Treatment by Transport for London (TfL) Bus Drivers
TFL Complaint Reference: 20216631
I hope this message finds you all well. I, Aya Kassem, am creating a petition to send to my local Member of Parliament, James Murray, to express my deep concerns and frustration regarding a recurrent issue I have experienced with Transport for London (TfL) services, specifically concerning the conduct of bus drivers. This matter pertains to the repeated refusal by TfL bus drivers to allow me to board with my assistant dog, Hope but more importantly this current situation which includes Hope, her puppy Halo (an assistant dog in training), and my cat Stormi, who is always securely housed in a cat carrier. Despite numerous previous complaints and the subsequent apologies I have received over the years, the discriminatory treatment persists, causing me considerable distress and resulting in significant personal consequences. The most recent incident, on 02.07.24, was particularly egregious and warrants his immediate attention!
Incident Summary:
On 2nd July 2024, at approximately 9 AM, while attempting to board an E1 bus in Hanwell with Hope, Halo, and Stormi, but again, I was denied access by the bus driver. This refusal occurred despite the stationary state of the bus which was still at the bus stop, due to a red light. Both the puppy and the cat were experiencing medical emergencies, and the driver’s refusal exacerbated the situation, leading to severe emotional distress and substantial harm. Despite having valid documentation proving Hope’s status as my assistant dog, I was denied the opportunity to show it due to the driver’s refusal to engage, escalating the situation unnecessarily.
As a person with Borderline Personality Disorder and ADHD, this incident triggered a severe episode in front of numerous bystanders, including school children, parents, commuters, and shop workers, causing significant public humiliation and further complications. This led to me being verbally and physically attacked, and approximately eight or nine police officers surrounded me, initially labelling me as a suspect, which exacerbated my episode. The incident caused me to miss a critical veterinary appointment and triggered severe anxiety and a breakdown, resulting in prolonged periods of emotional distress. I spent the journey home in tears, followed by prolonged periods of emotional distress. This continuous humiliation is unacceptable and has severely impacted my mental health.
Additionally, the incident has been publicised on social media, resulting in the defamation of my character. Following the event, individuals sought out my home address, escalating the situation to the point where further police intervention has become necessary as it has now concerns my personal safety.
Key Issues:
1. Repeated Discrimination and Humiliation: Despite compliance with TfL policies, there has been a continued denial of service.
2. Escalation and Resulting Trauma: The unnecessary escalation of incidents has led to public embarrassment, physical and verbal attacks, and defamation.
3. Mental Health Impact: The repeated incidents have had lasting negative effects on my mental health.
4. Defamation of Character: Public and online portrayals of the incidents have damaged my reputation.
5. Failure of TfL to Implement Changes: Numerous complaints have not resulted in effective action to prevent recurrence, indicating a lack of commitment to addressing the issue.
6. Repeated Violation of the Mental Health Act 1983 and Equality Act 2010: There has been a constant unlawful violation and embarrassment, despite these laws being in place for decades.
This incident is not an isolated one. Despite my repeated attempts over the years to resolve these issues through TfL’s complaint channels, the pattern of discrimination and mistreatment continues. Apologies without concrete action are insufficient. As a result, I have become increasingly disheartened and reluctant to report recent incidents, as previous complaints have yielded no meaningful change. This continuous humiliation is unacceptable and has severely impacted my mental health. Moreover, the latest incident has had profound and lasting effects on my mental health, jeopardised the well-being of my animals, and resulted in public defamation and personal safety concerns.
Given the severity and the repeated nature of these incidents, I am requesting the highest form of compensation for the following reasons stated above.
Supporting Complaints:
Complaint 1: 20013644
Complaint 2: 18614313
Complaint 3: 18176020
Complaint 4: 18055918
Complaint 5: 18055626
The persistent failure to properly train TfL staff regarding the policies that permit pets, including assistance animals, on public transport is unacceptable and demonstrates a systemic issue within the organisation. The behaviour of TfL drivers not only breaches TfL’s own rules and compliance requirements but also violates the Mental Health Act 1983, the Equality Act 2010, and the legal provisions that mandate the accessibility of assistant dogs in public spaces. The refusal to allow Hope, a trained assistant dog, to accompany me with both her puppy and my cat to the vet is both unlawful and deeply distressing. The continuous failure of TfL management to address and rectify these incidents points to a broader issue of inadequate oversight and training of staff.
Hope, my eldest husky, is indispensable to my daily functioning and well-being when I am alone. The continuous denial of our right to access public transportation not only disrupts my routine but also exacerbates my anxiety and sense of discrimination. It is imperative that TfL management ensures all drivers are fully aware of, and compliant with, the regulations regarding assistant dogs and necessary accommodations.
I urge you, all to help me push for immediate intervention from James Murray, to ensure TfL takes the necessary steps to adequately train their staff and prevent further occurrences of such discriminatory treatment. The continuous humiliation and distress caused by these incidents are unacceptable and must be addressed to uphold the values of equality and respect that London and TfL stand for. It is essential that measures are put in place to ensure that all TfL employees respect and comply with the laws and policies designed to protect individuals with assistant dogs and also with pets. It is imperative that all TfL employees are thoroughly trained and regularly reminded of the legal requirements and company policies regarding assistant dogs/pets and their handlers/owners.
TfL’s repeated superficial apologies must be replaced with genuine, effective measures to ensure compliance with the law and respect for all passengers as apologies without substantive change are unacceptable. It is extremely crucial that accountability is enforced at all levels of management within TfL which includes holding managers accountable for their failure to enforce adequate training and oversight of their staff.
My Demands:
- Immediate and decisive action to address the systemic issue within TfL.
- Thorough training and regular reminders for all TfL employees regarding the legal requirements and company policies concerning assistant dogs and pets.
- Genuine and effective measures to ensure compliance with the law and respect for all passengers.
- Accountability at all levels of management within TfL for failure to enforce adequate training and oversight of staff.
TfL are aware of the fact that I am prepared to take this matter to court to seek justice and ensure that no one else endures such mistreatment. However, I hope that this can be resolved amicably with your intervention, ensuring that TfL takes the necessary steps to adequately train their staff and prevent further occurrences.
Thank you for your attention to this urgent matter. I look forward to his prompt response and a satisfactory resolution, which hopefully includes seeing meaningful changes implemented to prevent further instances of discrimination and to uphold the values of equality and respect that both London and Transport for London stands for.
Sincerely,
Aya Kassem
Please share this widely to gather as many signatures as possible. Together, we can push for the necessary changes to ensure that everyone is treated with dignity and respect by TfL.
344
The Issue
Get my local MP, James Murray, to Address Repeated Discriminatory Treatment by Transport for London (TfL) Bus Drivers
TFL Complaint Reference: 20216631
I hope this message finds you all well. I, Aya Kassem, am creating a petition to send to my local Member of Parliament, James Murray, to express my deep concerns and frustration regarding a recurrent issue I have experienced with Transport for London (TfL) services, specifically concerning the conduct of bus drivers. This matter pertains to the repeated refusal by TfL bus drivers to allow me to board with my assistant dog, Hope but more importantly this current situation which includes Hope, her puppy Halo (an assistant dog in training), and my cat Stormi, who is always securely housed in a cat carrier. Despite numerous previous complaints and the subsequent apologies I have received over the years, the discriminatory treatment persists, causing me considerable distress and resulting in significant personal consequences. The most recent incident, on 02.07.24, was particularly egregious and warrants his immediate attention!
Incident Summary:
On 2nd July 2024, at approximately 9 AM, while attempting to board an E1 bus in Hanwell with Hope, Halo, and Stormi, but again, I was denied access by the bus driver. This refusal occurred despite the stationary state of the bus which was still at the bus stop, due to a red light. Both the puppy and the cat were experiencing medical emergencies, and the driver’s refusal exacerbated the situation, leading to severe emotional distress and substantial harm. Despite having valid documentation proving Hope’s status as my assistant dog, I was denied the opportunity to show it due to the driver’s refusal to engage, escalating the situation unnecessarily.
As a person with Borderline Personality Disorder and ADHD, this incident triggered a severe episode in front of numerous bystanders, including school children, parents, commuters, and shop workers, causing significant public humiliation and further complications. This led to me being verbally and physically attacked, and approximately eight or nine police officers surrounded me, initially labelling me as a suspect, which exacerbated my episode. The incident caused me to miss a critical veterinary appointment and triggered severe anxiety and a breakdown, resulting in prolonged periods of emotional distress. I spent the journey home in tears, followed by prolonged periods of emotional distress. This continuous humiliation is unacceptable and has severely impacted my mental health.
Additionally, the incident has been publicised on social media, resulting in the defamation of my character. Following the event, individuals sought out my home address, escalating the situation to the point where further police intervention has become necessary as it has now concerns my personal safety.
Key Issues:
1. Repeated Discrimination and Humiliation: Despite compliance with TfL policies, there has been a continued denial of service.
2. Escalation and Resulting Trauma: The unnecessary escalation of incidents has led to public embarrassment, physical and verbal attacks, and defamation.
3. Mental Health Impact: The repeated incidents have had lasting negative effects on my mental health.
4. Defamation of Character: Public and online portrayals of the incidents have damaged my reputation.
5. Failure of TfL to Implement Changes: Numerous complaints have not resulted in effective action to prevent recurrence, indicating a lack of commitment to addressing the issue.
6. Repeated Violation of the Mental Health Act 1983 and Equality Act 2010: There has been a constant unlawful violation and embarrassment, despite these laws being in place for decades.
This incident is not an isolated one. Despite my repeated attempts over the years to resolve these issues through TfL’s complaint channels, the pattern of discrimination and mistreatment continues. Apologies without concrete action are insufficient. As a result, I have become increasingly disheartened and reluctant to report recent incidents, as previous complaints have yielded no meaningful change. This continuous humiliation is unacceptable and has severely impacted my mental health. Moreover, the latest incident has had profound and lasting effects on my mental health, jeopardised the well-being of my animals, and resulted in public defamation and personal safety concerns.
Given the severity and the repeated nature of these incidents, I am requesting the highest form of compensation for the following reasons stated above.
Supporting Complaints:
Complaint 1: 20013644
Complaint 2: 18614313
Complaint 3: 18176020
Complaint 4: 18055918
Complaint 5: 18055626
The persistent failure to properly train TfL staff regarding the policies that permit pets, including assistance animals, on public transport is unacceptable and demonstrates a systemic issue within the organisation. The behaviour of TfL drivers not only breaches TfL’s own rules and compliance requirements but also violates the Mental Health Act 1983, the Equality Act 2010, and the legal provisions that mandate the accessibility of assistant dogs in public spaces. The refusal to allow Hope, a trained assistant dog, to accompany me with both her puppy and my cat to the vet is both unlawful and deeply distressing. The continuous failure of TfL management to address and rectify these incidents points to a broader issue of inadequate oversight and training of staff.
Hope, my eldest husky, is indispensable to my daily functioning and well-being when I am alone. The continuous denial of our right to access public transportation not only disrupts my routine but also exacerbates my anxiety and sense of discrimination. It is imperative that TfL management ensures all drivers are fully aware of, and compliant with, the regulations regarding assistant dogs and necessary accommodations.
I urge you, all to help me push for immediate intervention from James Murray, to ensure TfL takes the necessary steps to adequately train their staff and prevent further occurrences of such discriminatory treatment. The continuous humiliation and distress caused by these incidents are unacceptable and must be addressed to uphold the values of equality and respect that London and TfL stand for. It is essential that measures are put in place to ensure that all TfL employees respect and comply with the laws and policies designed to protect individuals with assistant dogs and also with pets. It is imperative that all TfL employees are thoroughly trained and regularly reminded of the legal requirements and company policies regarding assistant dogs/pets and their handlers/owners.
TfL’s repeated superficial apologies must be replaced with genuine, effective measures to ensure compliance with the law and respect for all passengers as apologies without substantive change are unacceptable. It is extremely crucial that accountability is enforced at all levels of management within TfL which includes holding managers accountable for their failure to enforce adequate training and oversight of their staff.
My Demands:
- Immediate and decisive action to address the systemic issue within TfL.
- Thorough training and regular reminders for all TfL employees regarding the legal requirements and company policies concerning assistant dogs and pets.
- Genuine and effective measures to ensure compliance with the law and respect for all passengers.
- Accountability at all levels of management within TfL for failure to enforce adequate training and oversight of staff.
TfL are aware of the fact that I am prepared to take this matter to court to seek justice and ensure that no one else endures such mistreatment. However, I hope that this can be resolved amicably with your intervention, ensuring that TfL takes the necessary steps to adequately train their staff and prevent further occurrences.
Thank you for your attention to this urgent matter. I look forward to his prompt response and a satisfactory resolution, which hopefully includes seeing meaningful changes implemented to prevent further instances of discrimination and to uphold the values of equality and respect that both London and Transport for London stands for.
Sincerely,
Aya Kassem
Please share this widely to gather as many signatures as possible. Together, we can push for the necessary changes to ensure that everyone is treated with dignity and respect by TfL.
344
Petition created on 6 July 2024