Assistance dogs

Drivers or companies refusing dogs

Any taxi (black cab) or minicab driver, or minicab company who refuses a fare, or charges an additional fee because a passenger has an assistance dog faces prosecution by Transport for London (TfL) 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 TfL (see below). All complaints will be fully investigated.

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

TfL has produced this animated guide to assistance dogs. It reminds drivers that assistance dogs should be carried with their owners in all private hire vehicles, for no extra charge.

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 minicab services in London, please let us know by contacting us:

  • Online:
  • Phone: 0343 222 4000
  • Post: London Taxi and Private Hire, TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

More information

More information in the leaflet below. You can get braille versions of this leaflet, and the driver information leaflet on assistance dogs, by emailing us.


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