Pegasus Transfers Limited is committed to providing an inclusive and accessible service for all customers, including disabled passengers and passengers with additional accessibility or mobility requirements.
We aim to make both our passenger services and our website as accessible as reasonably possible.
1. Our Commitment
We are committed to treating passengers fairly, respectfully and without unlawful discrimination.
We aim to make reasonable arrangements to assist passengers with accessibility requirements and to provide our services in accordance with applicable equality and private-hire requirements.
2. Passengers With Accessibility Requirements
Passengers who require additional assistance are encouraged to contact us and explain any relevant requirements.
This may include passengers who:
- Have limited mobility
- Use a wheelchair or mobility aid
- Have visual or hearing impairments
- Travel with an assistance dog
- Require additional assistance entering or leaving a vehicle
- Have other accessibility requirements relevant to their journey
Providing relevant information in advance can help us understand the passenger's requirements and make appropriate arrangements.
3. Wheelchair Users
Passengers using wheelchairs or mobility equipment should provide relevant information about their requirements when contacting us.
Where a particular type of vehicle is required, we will advise the passenger about available options and make reasonable efforts to provide an appropriate service.
4. Assistance Dogs
We recognise that some passengers may travel with trained assistance dogs.
Applicable legal requirements concerning assistance dogs and private hire services will be respected.
Passengers may inform us in advance that they will be travelling with an assistance dog so that appropriate arrangements can be made.
5. Passenger Assistance
Drivers are expected to treat passengers respectfully and professionally.
Where reasonably required and appropriate, assistance may include helping passengers enter or leave the vehicle and providing reasonable assistance with luggage or mobility equipment.
The type of assistance available may depend on the passenger's individual requirements and the vehicle being used.
6. No Unlawful Discrimination
Pegasus Transfers Limited does not tolerate unlawful discrimination against passengers.
Customers should not receive less favourable treatment because of a protected characteristic under applicable equality legislation.
Any allegation of discriminatory treatment will be taken seriously and may be investigated under our complaints procedure.
7. Website Accessibility
We aim to make our website easy to use for as many people as reasonably possible.
When designing and maintaining our website, we aim to consider features such as:
- Clear and readable text
- Appropriate text size
- Good contrast between text and backgrounds
- Clear page headings
- Descriptive links and buttons
- Keyboard-friendly navigation
- Alternative text for meaningful images
- Forms with clear labels and instructions
- Logical page structure
- Compatibility with commonly used browsers and devices
- Responsive design for mobile phones and tablets
8. Website Accessibility Standards
We aim to improve the accessibility of our website by taking recognised accessibility practices into consideration, including relevant principles of the Web Content Accessibility Guidelines (WCAG).
We continually review the website and may make improvements where accessibility issues are identified.
9. Alternative Ways to Contact Us
If you experience difficulty accessing information on our website, please contact us.
Where reasonably possible, we can provide information or assistance through an alternative communication method.
Customers can contact us by telephone or other published contact methods.
10. Reporting an Accessibility Problem
If you experience an accessibility problem with our website or passenger services, please contact us and provide:
- Your name and contact details
- The website page or service concerned
- A description of the accessibility problem
- The assistance you require
We will review the matter and make reasonable efforts to assist.
11. Complaints
If you believe you have received inappropriate or discriminatory treatment in connection with our service, please contact us through our complaints procedure.
We take accessibility-related complaints seriously and will review the circumstances of the complaint.
12. Continuous Improvement
Accessibility requirements and technology can change over time.
We aim to periodically review our website and passenger services and make reasonable improvements where appropriate.
13. Contact Us
For accessibility assistance or to report an accessibility issue, please contact us using the details below.
For general information about accessible transport in London, passengers can also visit Transport for London: transport accessibility.