Forecourt operators have come under attack for asking motorcyclists to remove their helmets and dismount from their vehicle while filling up with fuel, prompting calls for a more formalised pump etiquette procedure to be introduced.
A furore has exploded on social media this month with the BBC picking up the story about one motorcyclist being refused access to fuel at a James Hall company-owned Spar/Shell site in Nafferton, in the East Riding of Yorkshire.
Lee Tyson told his Facebook followers that he had never had this issue for the past 30 years on the road, and that he was shocked when a “loud speaker” demanded that he removed his helmet and get off his motorcycle before he would be allowed to use the pump.
He went on: “Wow, in all my life I’ve never had this type of treatment. You’ll have my registration on CCTV, with all the car registrations”.
He explained that he needs to stay on the bike to refuel as it has no centre stand, and that the side stand leans over to such an extent that it is not practical to get off the vehicle.
He asked whether the law had changed, or whether some fuel stations are applying their own policies. And called for signage at sites to explain if they are adopting this procedure, and to provide somewhere for motorcyclists to hang their helmets.
James Hall was unable to comment on the incident and its policy, but on Shell’s website it says that station staff need to be able to see customers’ faces to identify that those filling up and making payments are over the age of 16.
“Therefore we may ask motorcyclists to lift their visor or remove their helmet so that our station staff can verify their age,” it says.
”In some areas of the country, local police have made a request for motorcyclists to remove their helmets whilst refuelling and making payments. In these areas we are supporting local police with this request and will ask that all motorcyclists remove helmets,” it adds.
The Petrol Retailers Association says that while there is no industry standard it is the accepted practice for helmets to be removed so that forecourt staff and CCTV can pick up the facial image for security purposes. “This is also necessary for the purpose of hearing any safety instructions given out over the tannoy,” it explains.
Pricewatch Group’s general manager Tom Buckley, who adopts a similar policy to James Hall at the operator’s five forecourts, would welcome national guidelines on the issue. He says this “would be great for both customers and retailers”.
The Sussex-based business asks motorcyclists to dismount and take off their helmets to prevent drive-offs, and Buckley says that most pushback comes from riders being asked to get off their bike.
“We have had complaints from motorcycle groups. Most understand when you explain that we cannot tell the difference between genuine riders and would-be drive-offs. However, one has threatened to start a boycott, but it’s not impacted trade at all.”
He adds that: “In reality the riders that have expensive bikes, or Sunday riders, you can normally tell are not about to ride off.” But he says to avoid accusations of discrimination, the company enforces a blanket policy.
Tyson, who was interviewed for TV, agrees that national policy would benefit everyone. “The main point I was trying to raise was for fuel stations to have signs up, (ones you can see at the pump), maybe somewhere to place your helmet when re-fuelling, and general consistency across fuel stations.”
