Mumbai: BEST staff unable to use wheelchair lift, passenger denied entry

A 35yearold athlete and dancer Neetu Mehta was denied entry into a Brihanmumbai Electric Supply and Transport BEST bus despite the vehicle being equipped with a wheelchairaccessible lift Mehta a resident of Charni Road said the issue was not the lack of infrastructure but awareness and preparedness as the bus conductor and driver admitted they did not know how to operate the liftView this post on InstagramA post shared by NEETU_MEHTA neetu_mehta_wheelmywinsldquoI was returning home from my dance class at Grant Roadrsquos Nana Chowk area to Charni Road When I saw bus A121 mdash which plies between Backbay Depot and Nepean Sea Road mdash approaching I thought I would check if the buses were accessible for people like me Before that I had already asked the staff of four other buses if they could accommodate me but each driver simply said lsquonorsquo and avoided any further interactionrdquo Mehta told middayNeetu Mehta a wheelchairbound athlete and dancer who emphasises the need for improvement in bus design and staff training PicsBY Special ArrangementTo document the issue and raise awareness Mehta asked a friend also a wheelchair user to record a video of the incident as she requested assistance from the staff of bus A121 In the video the conductor and driver can be heard saying that while the bus has a wheelchair lift they do not know how to operate itldquoSome drivers and conductors donrsquot even want to talk to us Theyrsquore in such a hurry to leave the stop We face this kind of treatment every day Thatrsquos why most disabled people donrsquot even bother asking if a bus is accessible we already know the answer will be lsquonorsquo Even local trains are not easily accessible For short distances we have to rely on taxis or ask others for help And even private taxis often avoid us We expect the government to step in and ensure that public transport is truly accessible to everyone not just the ablebodiedrdquo Mehta addedNeetu Mehta wheelchairbound athlete and dancerShe further emphasised the need for improvement in the design and training ldquoIf the BEST staff are finding it difficult to operate the existing lift system then perhaps itrsquos time to redesign the mechanism to be more userfriendly If the system is too complicated for the staff to operate how will they ever use it for passengers like usrdquoThe incident which occurred earlier in September but went viral on social media last week sparked social media outrage and highlighted the serious gaps in accessibility and inclusivity in Mumbais public transport systemOfficial speaksA BEST official confirmed that the Tata Motorsrsquo buses in the transport bodyrsquos fleet are equipped with mechanical lifts designed specifically for wheelchair users Responding to the incident a BEST official told midday ldquoThere are 340 BEST buses of Tata Motors that come with mechanical lifts for wheelchair users Our drivers and conductors are trained in how to use them In this case the bus staff should have assisted the woman as the lift is fully functional and accessible We will take this issue forward and ensure that such incidents are not repeated The lift mechanism is not complicated mdash it works on simple buttons and the entire process takes just five to 10 minutesrdquoThe viral incident has sparked widespread criticism of Mumbairsquos public transport infrastructure and the implementation gap in making it truly inclusive Disability rights activists are now urging BEST and the Brihanmumbai Municipal Corporation BMC to conduct regular training and audits to ensure accessibility measures are not just symbolic but functional and inclusive in practice