Customer Disability & Accessibility Policy

Hove Airport Cars — Our commitment to accessibility, equality, and passenger support.

At Hove Airport Cars, we strive to accommodate all passengers' needs to ensure a safe, comfortable, and reliable journey to and from the airports. We operate in full compliance with the Equality Act 2010 and Brighton & Hove City Council Private Hire Licensing Standards (Blue Handbook).

1. Assistance Dogs

In accordance with UK law, Hove Airport Cars and all our licensed drivers carry certified assistance dogs (including guide dogs, hearing dogs, and service animals) accompanying disabled passengers free of charge.

Assistance dogs travel safely in the footwell of the passenger cabin. Dogs are never placed in the boot area with luggage.
Drivers cannot legally refuse an assistance dog unless they hold an official Medical Exemption Certificate issued by Brighton & Hove City Council, which must be clearly displayed in the vehicle window.

2. Mobility Disabilities & Driver Assistance

Customers with mobility issues can be catered for, as long as they can access the vehicle by transferring from wheelchairs into the passenger seat themselves.

Our drivers are prepared to aid passengers with walking difficulties into the Airport Terminal, check-in areas, and with luggage as needed:

This is especially advantageous at Heathrow, where assistance at the drop-off point can be non-existent.
The driver can also drop passengers at the Special Disability Assistance point outside the terminal at Gatwick Airport.
Foldable wheelchairs, mobility frames, and walking aids are carried in the vehicle boot at no extra charge.

3. Wheelchair Accessible Vehicles (WAVs) & Licensed Sub-Contracting

Hove Airport Cars operates a primary fleet of standard saloon, estate, and executive passenger vehicles. While our core fleet does not directly include dedicated Wheelchair Accessible Vehicles (WAVs) equipped for passengers who must remain in their wheelchair during transport, we have formal sub-contracting arrangements in place to fulfill these requests.

Licensed Operator Sub-Contracting: In accordance with Section 55A of the Local Government (Miscellaneous Provisions) Act 1976, when a dedicated WAV is required, Hove Airport Cars can accept the booking and sub-contract the journey to our partner, a fully licensed Private Hire Operator operating Council-approved WAV vehicles.
Signposting & Alternatives: If our licensed WAV partner is unavailable for a requested time, our team immediately provides the passenger with direct contact details for alternative Brighton & Hove Council-licensed WAV fleets.
Zero Surcharge Guarantee: Arranging or sub-contracting a WAV booking carries no added administrative cost, markup, or booking fee for the passenger. Fares strictly adhere to our zero-surcharge policy.
Audit & Sub-Contract Logging: Full details of sub-contracted WAV journeys—including the fulfilling operator's details—are recorded in our private hire register and accessibility monitoring log in compliance with Section 70.5 of the Blue Handbook.

Transferable Wheelchair Users: If you use a wheelchair but can safely transfer into a standard passenger seat, our standard fleet will transport your folded wheelchair or mobility equipment in the boot free of charge.

4. Sensory & Hidden Disabilities

We support passengers with visual, hearing, cognitive, or speech impairments through flexible booking and contact methods:

Bookings can be made by SMS talking text message, WhatsApp, email, or online enquiry.
We send replies by text/email and one with driver contact details the day before travel.
Passengers are encouraged to inform us of any specific communication preferences or hidden disability needs when booking so clear instructions are passed to your assigned driver.

5. Driver Obligations & Zero Surcharge Guarantee

All drivers operating on behalf of Hove Airport Cars are fully informed of their statutory duties under the Equality Act 2010.

Strict Zero Surcharge Policy: Passengers with disabilities, assistance dogs, or mobility aids will never be charged an additional fee or higher fare rate.
Drivers maintain high standards of physical support, patience, and professional courtesy for every passenger.

6. Monitoring, Data Logging & Complaints

To uphold council standards (Section 70.5 of the Brighton & Hove Blue Handbook):

We maintain anonymized record logs on accessibility bookings to regularly review and improve our service delivery.
Any accessibility issue or complaint regarding driver service refusal is logged immediately, investigated thoroughly, and made available for inspection by Brighton & Hove Council Licensing Officers upon request.