Booking support
Northline will not refuse a booking or charge more because a passenger is disabled. Tell us what practical assistance is needed rather than supplying unnecessary medical detail. We can record instructions such as calling on arrival, helping identify the vehicle, allowing extra boarding time or loading a mobility aid.
Assistance dogs
Assistance dogs travel without additional charge. A driver may refuse only where they hold a valid medical exemption. Tell us at booking so the journey can be allocated appropriately.
Wheelchairs and mobility aids
Provide the wheelchair or mobility-aid type, folded dimensions where relevant, whether the passenger transfers to a seat, and any boarding assistance needed. A wheelchair-accessible vehicle is not guaranteed unless Northline specifically confirms one. Drivers must provide legally required mobility assistance without extra charge.
Finding the vehicle
Where requested, the driver can call the passenger, provide visual or audio directions, or explain the registration and vehicle position to help the passenger identify the booked vehicle.
Website accessibility
Northline aims for WCAG 2.2 AA accessibility, including keyboard navigation, visible focus, readable contrast and meaningful labels. The final Kabcompare widget and payment checkout must be tested separately. Contact us for information in another reasonable format.
Report a problem
Accessibility complaints can be made through the complaints page and may also be raised through TfL’s complaints service. See also TfL’s passenger accessibility guidance.