Tell us about the animal
Say whether you are travelling with an ordinary pet or an assistance dog. For a pet, tell us the type of animal and whether it will be in a carrier.
PETS & ASSISTANCE DOGS
Pets and assistance dogs Know what to arrange.
Ordinary pets must be disclosed and may incur a charge; assistance dogs are covered by separate duties. Contact our 24-hour office to discuss your pre-booked journey.
THE KEY DISTINCTION
Ordinary pets and assistance dogs
Ordinary pets must be disclosed when you enquire. Tell our office what animal is travelling and whether it will be in a carrier, so we can discuss a suitable vehicle and driver. Animals in carriers usually travel at no extra charge; other arrangements may carry an extra charge. Agree the arrangement and any charge before travel.
Assistance dogs are not treated as ordinary discretionary pets. The applicable duties and any valid exemption apply; an ordinary pet surcharge or refusal based on general driver preference does not. Let us know when booking so the office can coordinate your journey.
BEFORE YOU TRAVEL
Plan your journey
Our office can help agree a suitable arrangement. Sharing the following details makes it easier to plan.
Share your journey and support needs
Give the collection address, destination, date and time, passenger and luggage details, and any access or walking needs. Mention a folding wheelchair, accompanying carer or help reaching the car.
Discuss the arrangement
Contact our 24-hour office early where possible to discuss a suitable vehicle and driver, any support and any applicable charge. Short-notice enquiries are welcome too.
Additional support If you need an escort inside a building, lifting or clinical care, discuss the task separately with the office. An escort may be free or carry an agreed charge; required assistance is not subject to a prohibited charge.
GOOD TO KNOW
Pets and assistance dogs: questions before you book
Find out about charges, practical support and booking confirmation.
Can an ordinary pet travel?
Yes, subject to a suitable vehicle and driver being arranged. Tell the office what animal is travelling and whether it will be in a carrier. Animals in carriers usually travel at no extra charge, while other arrangements may carry an extra charge; agree the details before travel.
Is an assistance dog treated like an ordinary pet?
No. Assistance dogs are covered by separate duties and any valid exemption, not the discretionary ordinary pet policy. An ordinary pet surcharge or a general driver-preference refusal does not apply. Let the office know when booking so we can coordinate the journey.
What support should I mention?
Tell the office about limited walking tolerance, entry needs, bags, a folding wheelchair and any accompanying carer. Guidance to the car and loading ordinary bags or a folding wheelchair can be arranged free with the office in advance. Advance notice helps coordination and does not remove required disability assistance.
An escort inside a building is assessed separately and may be free or carry an agreed charge. Lifting or clinical care requires separate arrangements. KB does not currently have wheelchair-accessible vehicles; a folding chair can travel as luggage where suitable, but passengers cannot travel seated in it.
When is the journey confirmed?
Your booking is confirmed when KB sends confirmation by SMS and/or email. An enquiry, quote or payment alone is not confirmation.
If plans change, the booker or authorised contact should ask the office and wait for the change to be accepted. For a time-critical change, call if your message has not been acknowledged; acknowledgement alone is not acceptance.
NEED A HAND?
Speak to our office
Our 24-hour office can discuss your animal, journey and any practical support you need.