I think it seems like it’s predominantly down to the individual(s) at the Dealership, rather than a general culture.
This is probably no more than what most experience anywhere else in daily life – There will always be some who see the disabled, people on benefits, or people receiving special access to anything with a bit of a sneer.
The dissonance comes, personally, from being led to believe from the Motability website or reading materials that the process is easy, designed to be care free and is well established. In reality, there doesn’t really seem to be any backbone or rigidity to the application process – it really is Motability acting as the central paperwork and information process facility and the dealerships just taking what they are told to, and running however they please.
I would have thought Motability would be more strict about making sure their customers (which is what we are, don’t forget. We give them our money) are led along the process with dignity and respect, as that is part of what the whole thing is about.
The motability scheme is great and such a boon for those most deserving of a means of transport – it’s just a shame that the process, in reality in dealerships, has the potential to add stress, reduce confidence and dishearten those they are trying to help.