To Andys comment about doing stuff once management have buggered off home... Which makes a mockery of the whole thing...
But as in any industry there are those who use such guidelines as an excuse to not do summat and those who are genuinely unable, Taxi drivers being no different
Legally we can refuse any fare, but should be able to stand up in court and explain why. For example "I'm sorry I cannot take you as I have a slight pain in my lower back and don't wish to aggravate it by lifting your wheel chair into my car..." sounds far more reasonable than "You're a smelly incontinent drunk who doesn't tip..."
Ok an exaggeration, but you get the gist...
Obviously any reasonable driver would make efforts to arrange a more suitable vehicle. People in the office taking bookings and those customers making bookings don't always ask or state their requirements effectively... ie sending a Saloon car to minibus bookings or minibuses without steps/ramps for an infirm passanger... So a bit of a minefield in reality