What does Pickup expect on treating guests fairly?

Every guest must be treated fairly. You must not refuse, cancel or treat a guest differently because of their ethnicity, religion, sex, disability, place of origin or any other protected characteristic.

Lawful reasons to decline

You may decline a booking for genuine reasons, such as:

• Safety, for example the guest's notified needs cannot be met safely by the asset.
• Certified capacity or weight and baggage limits.
• Aviation or waterways rules.
• The guest's conduct, under the Community Standards.
• Availability.

Accessibility

Accommodate assistance needs notified in advance. If an asset cannot safely meet a notified need, decline before you accept and explain why. Assistance animals must be carried. See Do I have to carry a guest with an assistance animal?.

Your crew too

Treat chauffeurs and crew fairly as well. Never penalise a crew member because a guest asked for someone else. See Can a guest ask for a male or female chauffeur?.

If a guest reports discrimination

Pickup investigates every report. A finding of discrimination can lead to suspension or removal.

The rules are in the Nondiscrimination Policy.