Your rights when you travel with an assistance dog
Under the Equality Act 2010, licensed taxi and private hire drivers in England, Wales and Scotland must carry a disabled passenger’s assistance dog and let it stay with them in the vehicle. They cannot charge more for the dog.
Refusing to carry an assistance dog, or adding a charge for it, is a criminal offence. A driver can be fined up to £1,000 and may lose their licence.
The only exception is a driver who holds a medical exemption certificate from their licensing authority, for example because of a severe allergy. That certificate has to be displayed in the vehicle. If this ever applies to a booking, we send you a different driver. You are never left without a car.
How to book with your guide dog
Tell us about your dog when you book, online, by phone or on WhatsApp. It is not required, but it lets us pick the right vehicle and brief your driver before they arrive.
Let us know if your dog is large, if you are travelling with luggage or a wheelchair, or if you would like the driver to meet you at a specific door. For airport arrivals, we track your flight and wait for you in the arrivals hall.
Your fare is fixed when you book. Your dog travels free, and nothing is added on the day.
On the day of travel
Your driver will introduce themselves by name and tell you where the car is parked. If you are visually impaired, they can guide you to the vehicle on request. Just tell them how you prefer to be guided.
Your dog usually travels in the footwell at your feet. If a larger dog needs more room, we can send an MPV or estate car. There is never a cleaning or extra charge for an assistance dog.
If anything about the journey does not go as it should, contact us straight away on the number in your booking confirmation and we will put it right.
Airports, stations and cruise terminals
We carry guide dogs and assistance dogs to and from Heathrow, Gatwick, Stansted, Luton, London City and Southend airports, all London rail terminals and Southampton cruise terminals.
If you are flying, check your airline’s assistance-dog rules and book any special assistance at the airport in advance. If you would like to be met somewhere other than the arrivals hall, tell us when you book.
