Bus Driver told Wheelchair User she gave ‘Disabled People a Bad Name’

A wheelchair user said a bus driver told her she gave “disabled people a bad name” after a row erupted over whether there was space for her on the vehicle.

Nargis Fakhri filmed the incident on the 140 Arriva service at Strood Retail Park in Kent.

The 43-year-old, who is disabled and has several health conditions which affect her spine and back, claimed she asked the bus driver to see if other passengers would move to make space for her.

But the driver allegedly told her she did not have priority and the passengers did not need to move.

When one passenger offered to make space so she could get on, Nargis was allegedly assaulted by another passenger when trying to film the ordeal.

Bus company Arriva is investigating the incident and advised its drivers “not to get into conflict” when trying to ensure wheelchair users have priority over such spaces, which is a requirement by law.

When Nargis attempted to board, a passenger overheard the conversation and said they would fold their pushchair so she could get on.

She said: “The area is designated for wheelchairs and is the only space in which I can travel safely.

“I did not see the problem as they had offered and were being cooperative.”

Once on the bus, Nargis started to film the driver when another passenger complained.

In the video, the person can be seen taking the phone when Nargis does not stop recording as she debates the policy, asking:

“Are you saying no? I do have priority, I don’t have priority?”

She was then allegedly assaulted by the woman, prompting her to call the police and exit the bus.

As the wheelchair user got off the bus, the driver told her that she gave “disabled people a bad name”.

Nargis added: “I felt helpless. I do not like confrontation, I just wanted to get on the bus and go home.

“I was really upset. He made some very hurtful comments. It felt personal.

“I am a lady in a wheelchair, how can he behave like that towards me? This should not be happening.”

According to Arriva, wheelchair users have priority over designated wheelchair spaces on its buses by law.

It says drivers should take all reasonable steps to get non-wheelchair users to vacate the area where possible but if passengers refuse to cooperate, they are advised not to get into conflict.

The low floor area on the bus generally has a shared bay for a wheelchair, mobility scooter or two pushchairs.

However, according to the conditions, if a wheelchair or scooter user wishes to board, passengers are required to fold pushchairs and store them in the luggage area to make space, unless the vehicle is full.

A spokesperson for Arriva South said the incident happened on November 19, 2024, and was investigating:

“Conditions of carriage state wheelchairs have priority.

“Drivers are expected to ask pushchairs to fold down to make space although if they refuse, drivers are advised not to get into conflict.”

Police also said they were investigating a report of an assault which allegedly happened in Bligh Way at around 4:20 pm.

A spokesman added: “It is alleged the victim was verbally abused by a woman with a pushchair who then assaulted her.”