Drivers or companies refusing dogs

Any taxi (black cab) or private hire (minicab) driver, or minicab company who refuses a fare, or charges an additional fee because a passenger has an assistance dog risks prosecution and the possible loss of their licence.

If you have an assistance dog and are refused a journey or charged more, please report this to us. All complaints will be fully investigated.

A guide to assistance dogs for London's private hire drivers

We have produced an animated guide to assistance dogs. It reminds drivers that assistance dogs should be carried with their owners in all private hire vehicles, at no extra charge.

There are different types of assistance dogs providing a wide range of support to older and disabled people. Not all assistance dogs wear a jacket and there are other assistance dogs in addition to those shown in our film and on the poster and leaflet. Taxi drivers, private hire operators and drivers should be aware that some passengers may have a health condition that is not obvious or visible but will still have an assistance dog.

Watch our short video on what taxi and private hire drivers must do when a passenger has an assistance dog. Or listen to an audio-only version of the film on SoundCloud.

How to contact us if there is a problem

If you experience a problem with assistance dogs when using taxi or private hire services in London, please let us know by contacting us:

  • Online: tfl.gov.uk/tph-comments
  • Phone: 0343 222 4000
  • Post: London Taxi and Private Hire, TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

More information

There's more information on travelling with an assistance dog in a taxi or private hire vehicle in this leaflet. You can get braille versions of this leaflet, and the driver information leaflet on assistance dogs, by emailing us.