Acessibility and Special Needs

We support pilgrims with special needs: wheelchair‑accessible vehicles on advance notice, assistance boarding/alighting, and drivers trained to assist mobility, vision or hearing impairments.

Full (operational): Purpose: To provide safe, inclusive transport for passengers with mobility or special assistance needs. Scope: Bookings involving elderly passengers, wheelchair users, those with mobility aids, service animals, passengers with visual/hearing impairments and other special needs. Services & process:

• Advance notice: Requests for special assistance should be made at the time of booking (ideally 24–48 hours in advance) to ensure appropriate vehicle and crew allocation.
• Vehicles & equipment: Provide wheelchair‑accessible vehicles (ramps/hoists) upon request, securement straps, additional seatbelts and space for medical equipment where feasible.
• Assistance boarding/alighting: Drivers will assist passengers based on need, following safe transfer procedures. Transfers requiring specialist equipment or multiple assistants must be pre‑arranged.
• Service animals: Service animals are permitted with prior notification; drivers will accommodate appropriate seating and space.
• Staff training: Drivers and relevant staff are trained in disability awareness, safe assistance techniques and effective communication with visually or hearing‑impaired passengers.
• Limitations: We are not an ambulance service. Passengers requiring continuous medical support (e.g., constant oxygen) must inform us in advance. If we cannot safely accommodate a medical requirement, we will help refer to specialised medical transport.
• Fees: Basic assistance for mobility is normally provided at no extra charge; charges may apply for specialized vehicles or additional attendants, and such fees are disclosed during booking.
• Privacy & records: Medical and assistance information is handled confidentially per our Privacy Policy and retained to facilitate repeat bookings. Passenger responsibilities: Disclose needs during booking, bring supporting documentation if required and arrive early to allow for assistance.