Accessibility, Assistance Dogs & Pets Policy

Equality & Reasonable Adjustments

We welcome passengers with disabilities, reduced mobility, sensory impairments and other practical access needs. We do not discriminate on grounds of disability or other protected characteristics. We work with the supplying operator to arrange reasonable adjustments required by applicable law.

Tell Us What will help

Please describe the practical assistance you need when enquiring: boarding time, step-free access, a lift or ramp, communication preferences, seating needs or help with luggage. Advance notice helps us plan but is not a condition for receiving legally required reasonable adjustments. Please do not send diagnoses or medical records through the general enquiry form.

Vehicle Suitability & Mobility Equipment

A seat count does not establish wheelchair accessibility. Tell us whether you need to remain seated in a wheelchair and provide equipment dimensions and weight where relevant. We will check the offered vehicle, securement arrangements and operator capability. We will explain known limitations promptly and explore suitable alternatives where available, rather than confirm an essential requirement that cannot be met.

Assistance Dogs

Guide dogs and other assistance dogs accompanying disabled passengers are welcomed in accordance with applicable law. Advance notice is helpful for planning and is not a blanket condition of carriage. Assistance dogs are not treated as ordinary pets. We do not impose an additional charge for assistance which the law requires us to provide without charge, and an allergy is not treated as an automatic lawful reason for refusal.

Ordinary Pets

Ordinary pets need prior agreement with the supplying operator. Tell us the species, size, approximate weight and any carrier or restraint needed. Suitability, cleaning arrangements and any agreed charge must be explained before booking. Safety, other passengers and the particular vehicle are considered.

If Arrangements change or fall short

Contact us promptly if your needs change or the confirmed assistance is unavailable. We will work with the operator on a practical response and explain available options. You may raise an accessibility concern through our Customer Care & Complaints Policy. Statutory rights are unaffected.