Case 323 - Passenger refused entry on bus with their dog


A driver on a rail replacement bus service tried to refuse the enquirer entry on the bus with their dog on health and safety grounds as there was another passenger waiting to board with a dog.

Panel decision

The bus driver was incorrect in citing health and safety as the reason for refusing access to the bus to a passenger with a dog. It is unclear what his real concerns were given that he eventually agreed to the passenger and his dog travelling. The driver should have made the real reason clear or have been more accommodating initially. Simply using health and safety as an easy get out is unhelpful.