I just used Tony Hind's service last week. Went to Publix; myself, my mom, and one of my teen boys went in to the store. The other two teen boys and my husband stayed with the driver (one of his, not Tony this time) inside the van. This is what we have done every time.
Not sure what happened to make him say that, but maybe if you let him know about mobility issues, it won't be a problem. Good luck and have a fun time!