No discrimination
Disability must not be used as a reason to refuse, delay or downgrade a service.
Accessible Private Chauffeur Service
Accessibility, Assistance Dog and Reasonable Adjustments Policy.
Black Fleet London is committed to providing disabled passengers, passengers with reduced mobility and assistance-dog users with a safe, respectful and properly planned private chauffeur service.
Black Fleet London Ltd is licensed by Transport for London as a private hire operator. Accessibility requirements are considered during booking, vehicle selection, driver allocation, passenger communication and journey delivery.
Purpose
Removing avoidable barriers from booking to destination.
The purpose of this policy is to define how Black Fleet London identifies, records and responds to accessibility, mobility, communication and assistance requirements.
The company seeks to provide an equal standard of professionalism, comfort, punctuality and passenger care without imposing an additional charge because a person is disabled or uses an assistance dog.
Scope of this policy
- Disabled passengers and passengers with reduced mobility
- Wheelchair and mobility-aid users
- Assistance-dog users
- Passengers with visual or hearing impairments
- Passengers with non-visible disabilities
- Passengers requiring communication support
- Older passengers requiring reasonable assistance
- Carers, companions and authorised support persons
Our Accessibility Commitment
Ask what support is helpful—do not make assumptions.
Disability does not determine what a passenger can or cannot do. Black Fleet London personnel should listen to the passenger, respect their independence and provide the assistance that is reasonably required and safely possible.
Listen
Ask the passenger how they prefer to be assisted.
Plan
Record relevant requirements before final allocation.
Assist
Provide respectful and proportionate mobility support.
Protect dignity
Never embarrass, patronise or unnecessarily expose the passenger.
Accessibility Principles
Equal service supported by informed preparation.
No disability surcharge
No additional fare is imposed merely because mobility assistance or an assistance dog is required.
Passenger-led support
Assistance should follow the passenger’s stated preference wherever safe.
Correct vehicle
Capacity and accessibility needs must be assessed before allocation.
Extra time
Reasonable additional boarding time should be allowed without pressure.
Privacy
Disability information is limited to the operational need.
Safe handling
Mobility equipment must be handled carefully and only as authorised.
Escalate early
Any suitability concern must be raised before the passenger is collected.
Accessible Booking
Requirements captured clearly before the vehicle is selected.
Where a passenger or booker identifies an accessibility requirement, Black Fleet London should record enough information to select a suitable vehicle and prepare the chauffeur.
The passenger should not be required to provide unnecessary medical history or justify their disability in order to request ordinary assistance.
Helpful booking information
- Whether a wheelchair or mobility aid is used
- Whether the wheelchair folds or requires occupied transport
- Dimensions or weight where vehicle suitability depends on them
- Whether the passenger can transfer to a vehicle seat
- Whether an assistance dog will travel
- Any communication preference
- Whether a companion or carer is travelling
- Reasonable boarding, meeting or handover requirements
Reasonable Adjustments
Practical adjustments made to avoid placing a disabled passenger at a disadvantage.
Use text, telephone, email or another suitable operator communication method according to the passenger’s preference.
Allow reasonable time for boarding, transfers, mobility equipment and safe positioning.
Use a safer or more accessible meeting location where agreed and lawful.
Select a vehicle with suitable door access, cabin space or luggage capacity where available.
Provide reasonable support between the safe stopping point and vehicle.
Explain vehicle arrival, door location, luggage position or route changes clearly.
Accommodate a reasonable and safe seat preference linked to access or comfort.
Adjust music, lighting, temperature or unnecessary conversation where reasonably requested.
Communicate appropriately with a companion while continuing to address the passenger directly.
Wheelchairs and Mobility Aids
Vehicle suitability confirmed before final allocation.
Black Fleet London operates several chauffeur vehicle classes, including saloons, MPVs and SUVs. Not every vehicle is designed to carry an occupied wheelchair.
Where a passenger can transfer to a passenger seat, a suitable vehicle may carry a folding wheelchair or mobility aid provided it can be loaded safely and without exceeding luggage capacity.
Suitability assessment
- Whether the passenger remains seated in the wheelchair
- Whether the wheelchair is manual or powered
- Whether the wheelchair folds or separates
- Dimensions and approximate weight where relevant
- Ability to transfer safely to the passenger seat
- Number of accompanying passengers
- Remaining luggage capacity
- Safe manual-handling limits
Wheelchair-accessible vehicle requirements
Where a passenger must remain seated in their wheelchair during transport, the booking requires a properly licensed and suitably equipped wheelchair-accessible vehicle. A standard saloon, MPV or SUV must not be represented as wheelchair accessible merely because it has a large boot or passenger compartment.
Mobility Assistance
Assistance offered respectfully and within safe physical limits.
Chauffeurs should ask before touching a passenger, wheelchair, walking frame, cane or other mobility equipment.
A chauffeur should not attempt a lift, transfer or movement that is unsafe, beyond their capability or contrary to the passenger’s instruction.
Reasonable mobility support may include
- Opening and holding vehicle doors
- Allowing additional boarding and alighting time
- Offering a steady arm where requested and safe
- Loading a folding wheelchair or mobility aid
- Positioning equipment safely in the luggage area
- Assisting with reasonable luggage handling
- Explaining steps, kerbs or vehicle position
- Ensuring equipment is returned before departure
Assistance Dogs
Assistance dogs travel with their owners, without additional charge.
Guide dogs, hearing dogs and other recognised assistance dogs support disabled people with mobility, safety, medical alerts and daily tasks. They are working animals and must be treated as part of the passenger’s accessibility requirements.
No refusal
A booking must not be refused merely because an assistance dog will travel.
No extra fare
No additional cleaning, animal or service charge is imposed for the dog.
Remain together
The assistance dog must remain with its owner in the passenger area.
Do not distract
Do not touch, feed, call or distract the dog without the owner’s permission.
Assistance dogs may not always wear an obvious jacket
Chauffeurs should not create an unnecessary confrontation by demanding a specific jacket, certificate or identification card. Any genuine concern should be referred to Black Fleet London rather than argued with the passenger at collection.
Medical Exemptions
Exemption recognised only where officially granted.
A chauffeur’s preference, concern about vehicle cleanliness or ordinary dislike of dogs is not a valid reason to refuse an assistance dog.
A chauffeur relying on a medical exemption must hold a valid exemption issued through the relevant licensing authority and comply with its display and notification requirements.
Exemption controls
- Exemption must be based on medical grounds
- Official evidence must be current and verifiable
- Black Fleet London must be informed before allocation
- The exemption must be recorded against driver eligibility
- An alternative suitable chauffeur should be allocated
- The passenger must not be blamed or inconvenienced unnecessarily
- No false or informal exemption claim will be accepted
Visual Impairment
Clear verbal guidance without taking control from the passenger.
A chauffeur should identify themselves clearly, explain the vehicle’s position and ask how the passenger would like to be guided.
Do not grab, pull or move a visually impaired passenger without permission.
Helpful conduct
- State your name and that you are the assigned chauffeur
- Describe the vehicle’s location and door position
- Offer an elbow rather than pulling the passenger
- Describe steps, kerbs and obstacles
- Explain where luggage and mobility aids are placed
- Inform the passenger before leaving them
- Confirm arrival and the safe direction of the destination entrance
Hearing and Communication Support
Important information communicated through an effective method.
Some passengers may prefer written communication, text messages, clear face-to-face speech or assistance from a companion.
The chauffeur should confirm the passenger’s preferred method rather than assuming that a louder voice will solve the communication need.
Communication adjustments
- Face the passenger when speaking where safe
- Use clear ordinary speech rather than shouting
- Use text communication where preferred
- Repeat or rephrase important information patiently
- Confirm material route or timing changes in writing where useful
- Do not pretend to understand when clarification is needed
- Address the passenger rather than only their companion
Non-Visible Disabilities
Not every accessibility requirement is immediately apparent.
Autism, dementia, epilepsy, chronic pain, mental-health conditions, learning disabilities and other conditions may affect communication, sensory comfort, memory, mobility or response to unexpected change.
Remain patient
Allow the passenger reasonable time to process information and respond.
Reduce sensory pressure
Lower music, minimise strong fragrance and avoid unnecessary conversation.
Explain change
Communicate delays, route changes and arrival arrangements clearly.
Avoid judgement
Do not challenge the legitimacy of a disability because it is not visible.
Vehicle and Driver Allocation
Accessibility suitability assessed before passenger information is released.
Black Fleet London should select an eligible chauffeur and vehicle that can reasonably meet the recorded requirement.
The chauffeur receives only the information necessary to prepare and deliver the journey. Client or booker email addresses are never disclosed to chauffeurs.
Allocation checks
- Vehicle door and cabin suitability
- Wheelchair or mobility-aid luggage capacity
- Assistance-dog requirements
- Any applicable medical exemption
- Passenger and companion capacity
- Safe loading and manual-handling requirements
- Chauffeur awareness of the confirmed adjustment
- No unresolved accessibility-related conduct restriction
Collection and Arrival
A safe meeting point, clear identification and enough time.
Chauffeurs should arrive at the correct accessible meeting area and communicate their location through the confirmed method.
A passenger must not be pressured, embarrassed or threatened with departure simply because boarding reasonably takes longer.
Collection standards
- Attend the agreed accessible collection point
- Use a clear name board where applicable
- Introduce yourself and confirm the passenger discreetly
- Ask what assistance is preferred
- Allow reasonable boarding time
- Secure mobility equipment carefully
- Confirm comfort before moving
- Report any unresolved safety or suitability concern
Fare Equality
No additional charge for disability-related assistance
Black Fleet London does not add a disability, wheelchair, mobility-aid or assistance-dog surcharge.
Ordinary reasonable mobility assistance and assistance-dog carriage form part of the service obligation and passenger-care standard.
Different Vehicle Requirement
Any price difference must relate to the service selected—not disability
Where a client chooses or requires a different vehicle class because of passenger numbers, luggage volume or specialist occupied-wheelchair transport, the applicable vehicle pricing should be explained clearly.
A price difference must not be disguised as an assistance or disability charge.
Suitability Failure and Escalation
Do not improvise unsafe transport or abandon the passenger.
If the allocated vehicle cannot safely carry the passenger, mobility equipment or assistance dog as confirmed, the chauffeur must contact Black Fleet London immediately.
The passenger should receive a respectful explanation and the operator should seek a suitable replacement or alternative resolution.
Required response
- Do not blame the passenger
- Do not force equipment into an unsafe position
- Do not leave the passenger without operator contact
- Notify operations immediately
- Confirm the actual suitability problem
- Identify a compliant replacement where available
- Update the booking and allocation record
- Review why the original allocation failed
Accessibility Complaints
Refusal, discrimination and dignity concerns treated seriously.
A complaint concerning an assistance-dog refusal, discriminatory treatment, unsafe mobility handling or failure to provide reasonable assistance should be escalated promptly.
Black Fleet London may preserve booking, allocation, communication and driver records and may refer a serious matter to TfL or another competent authority where appropriate.
Serious concerns include
- Refusal because of disability
- Refusal to carry an assistance dog
- Demand for an additional disability-related charge
- Humiliating or discriminatory language
- Unsafe handling of mobility equipment
- Ignoring a confirmed reasonable adjustment
- False claim of medical exemption
- Retaliation after a complaint
Restriction and Corrective Action
Serious or repeated accessibility failures may remove allocation eligibility.
Immediate protection
Restrict a chauffeur where a serious refusal or discriminatory incident creates ongoing risk.
Evidence review
Review booking, passenger, driver, supplier and communication records.
Corrective action
Require guidance, retraining, procedural improvement or supplier action.
Regulatory referral
Refer material licensing or legal concerns where appropriate.
Privacy and Confidentiality
Accessibility information shared only where operationally necessary.
Disability, mobility and medical-related information may be particularly sensitive. Black Fleet London limits collection and disclosure to the information reasonably required to plan and complete the journey.
Information controls
- Record functional requirements rather than unnecessary diagnosis
- Limit chauffeur disclosure to the confirmed service need
- Never provide client or booker email addresses to chauffeurs
- Do not discuss a passenger’s disability with unrelated parties
- Do not retain information for personal use
- Protect notes from unauthorised access
- Report accidental disclosure promptly
Accessibility Service Process
One controlled path from requirement to completed journey.
01
Ask
Identify what assistance or adjustment the passenger requests.
02
Record
Capture relevant requirements accurately and respectfully.
03
Assess
Confirm vehicle, capacity and assistance suitability.
04
Allocate
Select an eligible chauffeur and appropriate vehicle.
05
Deliver
Provide passenger-led assistance with dignity and care.
06
Review
Record any failure, complaint or improvement required.
Roles and Accountability
Accessibility responsibility across the operating network.
01
Director
Owns the policy and oversees serious accessibility, discrimination and regulatory concerns.
02
Operations team
Records requirements, assesses suitability and controls allocation and replacement.
03
Licensed operating partners
Ensure suitable chauffeurs and vehicles are supplied and requirements are followed.
04
Chauffeurs
Provide respectful assistance, follow confirmed adjustments and report suitability concerns.
Monitoring and Assurance
Accessibility performance reviewed through real service evidence.
Requirement capture
Whether relevant accessibility information was recorded accurately.
Vehicle suitability
Whether the allocated vehicle met the confirmed requirement.
Assistance-dog carriage
Refusal, delay, exemption and passenger-treatment concerns.
Passenger feedback
Accessibility reviews, complaints and direct service comments.
Allocation failures
Inappropriate vehicles, missed notes or unsuitable replacements.
Waiting and boarding
Whether reasonable time and assistance were provided.
Information control
Whether sensitive requirements were shared proportionately.
Corrective action
Warnings, training, restriction and process improvement.
Awareness and Training
Accessibility duties understood before assignments are delivered
Relevant personnel should understand disability equality, assistance-dog duties, reasonable adjustments, passenger-led mobility assistance and accessible communication.
Additional guidance may be required following a complaint, refusal, TfL development or identified operating weakness.
Policy Review
Reviewed against law, TfL guidance and operating experience
This policy should be reviewed at least annually and following a material regulatory change, assistance-dog complaint, discrimination concern or accessibility-related service failure.
Changes may affect booking questions, vehicle selection, driver eligibility, communication and complaint escalation.
Our accessibility principle
A passenger should not have to choose between dignity and transport. Black Fleet London seeks to understand the requirement, provide an appropriate chauffeur service and communicate honestly where specialist transport arrangements are needed.
Related Governance
Accessibility supported by connected passenger and operator controls.
Driver Conduct and Professional Standards Policy
Passenger care, professional boundaries and chauffeur conduct.
Safeguarding and Passenger Welfare Policy
Vulnerable passengers, welfare concerns and safer service delivery.
Equality, Diversity and Inclusion Policy
Fair treatment, dignity and non-discrimination.
Driver and Vehicle Compliance Policy
Licensing, vehicle suitability and allocation controls.
Data Protection Policy
Sensitive passenger information and controlled operational access.
Complaints and Service Recovery Policy
Discrimination complaints, investigation and passenger remedies.
Passenger-Centred Chauffeur Service
Tell us what assistance will make your journey more comfortable.
Include any mobility, wheelchair, assistance-dog, communication or meeting requirement when booking. Our team will assess the request and arrange the most suitable available chauffeur service.