Travelling with pets and assistance animals

Assistance animals and pets are treated differently on Pickup.

Assistance animals

An assistance animal is trained to help a person with a disability, for example a guide dog. Operators must accommodate a reasonable assistance need that you tell them about in advance, as set out in our Service Animal Policy and the Nondiscrimination Policy.

1. Add Service animal under Personal details > Accessibility needs.
2. Before you book, tap Message operator on the listing and tell them an assistance animal will travel with you.
3. If the car, boat or aircraft cannot safely carry the animal, the operator should tell you before it accepts the booking.
4. An operator cannot charge extra for an assistance animal.

Some aircraft and vessels have rules that limit where an animal can sit or whether it can travel at all. The operator or the pilot in command will explain any limit.

Pets

Pets, including emotional support or comfort animals, travel only if the operator agrees. Ask the operator by message before you book. If it agrees, any cleaning or pet charge is shown before you pay.

On the day

• Keep the animal under control and, where the operator asks, in a carrier or on a lead.
• Bring what the animal needs for the journey.
• You are responsible for any damage or cleaning an animal causes, under the Guest Terms.

If you are refused at pickup

If you told the operator in advance about an assistance animal and you are refused at pickup, report it in the app. See Reporting discrimination.