Frequently asked questions
- Advice by telephone and email to help plan accessible routes
- A mentor to accompany you on your first few practice journeys to help you learn how to travel on the network independently
- Virtual assistance, using apps that are accessible on most smartphones
If the decision is taken to close the service, how soon would that be?
If the decision is taken to close the service, it will remain open until the summer of 2026.
In the lead up to this we would provide members with further details of how they can utilise alternative existing services - Taxicard and Dial-A-Ride - and provide workshops and phone line support to overcome any concerns and issues they may be experiencing following the transition from Capital Call.
Support will remain available even once the service has closed, and we will be seeking feedback from members following the closure of the service and their subsequent experiences of Dial-A-Ride and/or Taxicard.
The schedule and format of these support sessions will be confirmed once a decision on the future of the service has been made.
Why is TfL removing services?
If Capital Call is closed following the consultation all existing members will be able to travel using Dial-A-Ride and Taxicard.
However, TfL is required to maximise its resources to ensure more disabled people can benefit from its services and enjoy independent travel. Currently, Capital Call is not available to all and is more expensive than its sister service, Taxicard. TfL will invest these savings into promoting its other on-demand transport modes to encourage more disabled Londoners to use them.
I would be interested in utilising other transport options - how can TfL help me use services such as the Tube, Buses, DLR, Overground and National Rail etc?
Our free travel mentoring service supports people using public transport in and around London to become more confident and independent travellers. If you have a mobility requirement or a disability and want to try out our accessible transport options, we can help.
Travels mentors can provide you with:
Our travel mentors can help anyone who lives or travels in London. We cover all types of journeys on TfL transport including bus, Tube, Elizabeth line, DLR, London Overground, tram, Thames Clipper River boats and the IFS Cloud Cable Car.
To find out me about this service and book an appointment, please email travelmentor@tfl.gov.uk or call 020 3054 4361 (call charges may apply) 09:00-16:00, Monday to Friday.
I do not currently use Taxi card and/or Dial a Ride - how can I join if I am not a member?
If you are interested in finding out more about DaR please visit: https://tfl.gov.uk/modes/dial-a-ride/
If you are interested in Taxicard, but your previous membership has expired, please visit: https://www.londoncouncils.gov.uk/services/taxicard
Here you can learn more about the service and how to apply for membership.
