1. Our Commitment

Aurora Luxury Travels is committed to ensuring that our private hire coach services are accessible to all passengers, regardless of mobility, disability, or access requirements. We believe that distinguished travel should be available to everyone, and we work to ensure that no passenger is disadvantaged by a requirement we have failed to anticipate or accommodate.

This statement sets out Aurora's accessibility commitment, how we handle accessibility requirements at the point of booking, and how to contact us if you need assistance.

2. How to Request Accessible Travel

If you or any member of your group has a mobility, hearing, visual, cognitive, or any other accessibility requirement, please include full details when you submit your enquiry. You will find a dedicated Accessibility Requirements section within our booking enquiry form — this section is mandatory and ensures your requirements are reviewed personally before your booking is accepted.

Please include the following information where relevant:

• Whether any passenger requires a wheelchair space on the vehicle
• Whether any passenger requires a boarding ramp, lift, or step-free access
• Whether any passenger travels with a guide dog or registered assistance animal
• Whether any passenger has a hearing or visual impairment requiring specific communication arrangements
• Whether any passenger has any other mobility, medical, or access requirement we should be aware of

We will personally review your requirements and confirm vehicle suitability before your booking is accepted. We will never accept a booking we cannot fulfil to the required standard.

3. Our Vehicles and Accessibility

Aurora operates a fleet of private hire vehicles across three size categories. The current accessibility features of each vehicle are as follows:

Luxury 16-Seat Executive Coach (Mercedes-Benz Sprinter)

This vehicle has a boarding step at the entrance. It is not currently fitted with a wheelchair lift or ramp. Passengers with reduced mobility who can manage a boarding step with assistance are welcome. If any passenger uses a wheelchair or requires step-free access, please include this in your enquiry and we will confirm whether alternative arrangements can be made.

Mercedes Tourino Mid-Size Coach (34–36 passengers)

This vehicle has a step entrance. If any passenger has specific mobility requirements, please disclose these at enquiry stage and we will confirm vehicle suitability.

Mercedes Tourismo Large Touring Coach (up to 57 passengers)

The Tourismo is fitted with a kneeling suspension system that lowers the entrance step height to assist boarding. Wheelchair lift variants are available in some configurations. Please include full accessibility requirements in your enquiry and we will confirm the most suitable arrangement.

4. Guide Dogs and Assistance Animals

Guide dogs and all registered assistance animals are welcome on every Aurora vehicle at all times, in accordance with our obligations under the Equality Act 2010. There is no additional charge for travelling with an assistance animal. Please notify us at enquiry stage that an assistance animal will be travelling so your driver can be briefed in advance.

5. The Equality Act 2010

Aurora Luxury Travels operates in accordance with its obligations under the Equality Act 2010. We do not discriminate against any passenger on the grounds of disability. We are committed to making reasonable adjustments to ensure our services are accessible wherever possible. If you believe you have been treated unfairly in connection with a disability or accessibility requirement, please contact us using the details below.

6. Website Accessibility

We are committed to making our website accessible to all users. Our website has been built to be navigable by keyboard, compatible with screen readers, and responsive across all device sizes. If you experience any difficulty accessing any part of our website due to a disability or access requirement, please contact us and we will do our best to provide the information you need in an alternative format.

7. Feedback and Complaints

We welcome feedback on our accessibility provision. If you have a suggestion for how we can improve accessibility, or if you have experienced a problem with any aspect of our accessible travel arrangements, please contact us:

• By email: gurpreet@auroraluxurytravels.com
• By telephone: +44 7884 691080
• By post: Aurora Luxury Travels, Pan Peninsula Square, Canary Wharf, London E14 9HJ

We will acknowledge your feedback within 2 business days and respond in full within 14 days.

If you are not satisfied with our response, you may contact the Equality Advisory and Support Service (EASS) at equalityadvisoryservice.com or by telephone on 0808 800 0082.