What should I do if a passenger has a pet?
All chauffeurs are legally required to transport assistance dogs (unless they have a medical exemption noted on their Private Hire license). Failure to accept an assistant dog without an exemption will result in permanent deactivation from the Wheely platform and a notification to TfL.
Should the passenger have a pet with them, please do everything to accommodate it. Any animal classed as a domestic pet is accepted on Wheely journeys; this includes but is not limited to cats, dogs, and rabbits.
If you are hesitant to take a pet for any reason, such as having an allergy, please contact the Customer Service team and they will assist the passenger in finding another vehicle. Please never leave a passenger without ensuring alternative Wheely transport has been arranged.