It's an amazing book. Even though I knew about the issues, in a depersonalised, not happened to anyone I know, ind of way, even though you know what's happening... it still got me right in the solar plexus. Read it and weep!
I spent just a couple of hours once, accompanying a wheelchair-using woman around London by bus (for a feature when they brought in accessible buses). Afraid to say there was plenty of staring, and tutting, and bloody-mindedness. She dealt with that all day every day - must take incredible strength of mind not to shout obscenities at many of the people who stare or shove past or are other otherwise selfish or unhelpful.
On the other hand, one bus driver stood up to a white van man who had parked in the bus stop, meaning the driver couldn't get near enough to the kerb to lower the wheelchair ramp. He gestured and yelled to the guy out of the window, reasonably enough at first, then when the guy got arsey, bus driver ended up getting out and having a major row with him - but he won, white van man was shamed into getting his stuff together and driving off. Everyone cheered!
It was fab (driver didn't know there was a hack on board taking notes) but good grief, if you have to deal with all that stuff day in day out it must get so wearing... I imagine no-one wants to be at the centre of a drama all the time, but just wants to get on with their day same as everyone else. And I'm prepared to guess 9/10 it wouldn't be bus driver hero takes on white van man swine; the wheelchair user just wouldn't be able to get off at the right stop. (And if they tried to go back to the right point, I bet the pavement would be littered with obstacles and people parking all over the dropped kerbs...)