ACCESSIBILITY
Accessibility, designed around every journey
We're working to make premium mobility accessible across Ground, Water and Air, from booking a service to managing your trip and getting support.
ACCESSIBILITY
Accessibility, designed around every journey
We're working to make premium mobility accessible across Ground, Water and Air, from booking to getting support.
WCAG 2.2 AA target
Assistance needs on every booking
Assistance animals at no extra charge
Accessibility across
Ground
Water
Air
Website
iOS and Android apps
Our accessibility principles
The ideas we build Pickup around, so every guest gets a more accessible and inclusive experience.
INDEPENDENCE
Your journey, your way
Greater control and flexibility over every trip you book.
SAFETY
Clear and supported
Clear information, verified operators and help when you need it.
DEPENDABILITY
Consistent every time
A clear, reliable experience from booking to arrival.
CHOICE
Options that work for you
Explore services, operators and options that work for you.
INCLUSION
Fewer barriers
A welcoming experience designed to reduce barriers.
ACCESSIBILITY
Built in, not bolted on
Clear, accessible experiences across our website, app and services.
Designed around you
Tell us once. Your operator sees it before accepting.
Add an assistance need to your booking, such as wheelchair access or help with luggage. The operator sees it before accepting your trip.
- Operators must accommodate reasonable needs notified in advance, or decline before accepting, so you are never left stranded.
- Message your operator in the app to confirm the details that matter to you.
- Refusing or mistreating a guest because of disability breaks our Nondiscrimination Policy.
Accessible on Ground, Water and Air
Each way to move has its own rules. Any limit is explained before the operator accepts your booking.
GROUND
Chauffeur driven cars
Listings show accessibility features where the operator describes them. Tell your chauffeur about step-free needs, a wheelchair or help with luggage when you book.
WATER
Crewed boats and yachts
The captain decides on safety, and some vessels can’t carry certain mobility equipment. Everyone on deck wears a life jacket.
AIR
Private jets
Aviation rules, cabin space and destination can set conditions. The operator has final authority.
0
extra charge for assistance animals
2
business days to acknowledge feedback
"An assistance animal travels with the person it supports, at no extra charge, on any Pickup trip where it can travel safely."
Service Animal Policy
Digital accessibility
Our target for the website and apps is WCAG 2.2 level AA. We are partially conformant today, and an independent audit is completed by 30 June 2027.
WEBSITE
Structure and keyboard
Semantic headings, full keyboard navigation and visible focus.
APPS
Screen readers and text size
Designed for VoiceOver, TalkBack and your system text size.
FORMS
Targets and labels
Touch targets and form labels built to WCAG 2.2.
DOCUMENTS
Pages, not PDFs
Legal documents and Help Centre articles are web pages you can resize.
Where we fall short today
The live identity check needs a camera. Can’t complete it? Send two photos for a manual review by trained staff.Maps are visual. Trip status is also shown in text.Some payment steps, such as 3D Secure, are run by your bank or our payment providers.Some contrast falls below 4.5:1. Fixed by 31 March 2027.Some videos lack captions. Every video is captioned by 31 March 2027.Some receipts and statements are not fully tagged PDFs.How to request help
Met a barrier, or need information in another format? Tell us the page or screen, what you were trying to do, and any assistive technology you use.
In the app
Profile > Help, then "Still need help?". An automated AI assistant answers first; choose "Talk to a person" for our team. Operators: Menu > Help.
Open the Help CentreBy email
Write to support@pickupcharter.com with the subject "Accessibility". We acknowledge within 2 business days and reply in full within 10.
Email supportIf it’s urgent
Need to book urgently? Say so and we help you complete it another way. In an emergency, call 112.
All contact routesEverything you need to know
Can't find your answer? Visit the Help Centre.
How do I tell an operator about an assistance need?
Add it to your booking in the app, for example wheelchair access or help with luggage. The operator sees it before accepting. You can also message the operator in the app to confirm details.
Can I travel with an assistance animal?
Yes. A trained assistance animal travels with you at no extra charge wherever it can travel safely. Tell the operator when you book. Safety rules on some aircraft and boats can set limits, which the operator must explain before accepting.
What if the car, boat or jet can’t meet my needs?
The operator must decline before accepting if it can’t safely meet a need you told it about. If a feature on the listing isn’t available on the day, report it in the app and we deal with it under the Cancellation and Refund Policy.
Does Pickup check accessibility features on listings?
No. Operators describe their own features and we don’t independently check them, so confirm what you need with the operator in the app before you book.
I can’t complete the identity check. What now?
The live facial check needs a camera. If you can’t complete it, choose the manual review instead: two uploaded photos, including one of you holding your ID, looked at by trained staff with no face matching software.
How accessible are the website and apps?
Our target is WCAG 2.2 level AA. Some parts fall short today. The Accessibility Statement lists them, with the dates we fix them by.
What if I’m not happy with your response?
Reply to our response to ask for a review by a senior member of the team. You can also contact the National Commission for Persons with Disabilities at any time.
