Accessibility & Assistance

Daima Journey aims to make pre-arranged transport accessible to as many passengers as reasonably possible.

Different passengers need different kinds of assistance, and different vehicles have different capabilities.

The best way for us to help is to tell us what you need when requesting your Journey.

We'll use that information to determine whether we can arrange a suitable vehicle and transport provider.

TELL US WHAT YOU NEED

When requesting a Journey, let us know about any accessibility or mobility requirements that may affect the transport arrangements.

This might include:

• travelling with a wheelchair or mobility scooter;
• requiring a wheelchair-accessible vehicle;
• needing additional time to enter or leave the vehicle;
• travelling with an assistance animal;
• travelling with mobility aids or other equipment;
• difficulty walking significant distances at a pickup location;
• needing an appropriate airport meeting point;
• other reasonable assistance requirements.

You don't need to provide information that isn't relevant to arranging your transport.

Our focus is on what assistance or vehicle features you need, rather than why you need them.

WHEELCHAIRS

If you'll be travelling with a wheelchair, it helps us to know:

• whether it is manual or powered;
• whether it folds;
• its approximate size where relevant;
• whether you can transfer into a standard vehicle seat;
• whether you need to remain seated in your wheelchair while travelling.

These requirements can result in very different vehicle needs.

TRAVELLING IN A STANDARD VEHICLE

If you can transfer safely into a standard vehicle seat and your wheelchair can be safely stored, we may be able to arrange an ordinary suitable vehicle.

Please tell us about the wheelchair when booking so we can ensure there is sufficient storage space.

REMAINING IN YOUR WHEELCHAIR

If you need to remain seated in your wheelchair during the Journey, tell us specifically that you require a wheelchair-accessible vehicle.

Not every vehicle or transport provider available through Daima Journey has this capability.

We'll determine whether an appropriately equipped vehicle/provider is available before confirming the requirement.

MOBILITY SCOOTERS AND OTHER EQUIPMENT

Mobility scooters, walkers, frames and other mobility equipment should be disclosed when booking where they affect vehicle capacity.

For larger equipment, we may ask for approximate dimensions, weight, whether it can be folded or disassembled, or other information reasonably necessary to determine vehicle suitability.

The equipment must be capable of being transported safely and lawfully in the arranged vehicle.

ASSISTANCE GETTING INTO OR OUT OF THE VEHICLE

If you need additional time or reasonable assistance when entering or leaving the vehicle, let us know.

Where the requested assistance can safely and reasonably be provided, we'll take it into account when arranging the Journey.

Drivers or providers may provide reasonable assistance associated with the Journey where safe and appropriate, but they are not represented as providing personal care, medical care, lifting that cannot safely be performed, or specialist disability-support services unless a specifically arranged service is provided by an appropriately capable provider.

If you require specialised physical assistance or another support person to travel with you, please tell us when booking so the Journey can be planned appropriately.

ASSISTANCE ANIMALS

Passengers travelling with an assistance animal are welcome.

Assistance animals are not treated as ordinary pets.

They aren't subject to Daima Journey's ordinary pet-acceptance process, and we'll handle assistance-animal travel in accordance with applicable legal requirements.

We encourage you to tell us that an assistance animal will be travelling so we can make the pickup and vehicle arrangements as smooth as possible.

We may request information where reasonably necessary to establish that an animal is an assistance animal in circumstances permitted by law, but we won't require unnecessary information about a passenger's disability.

AIRPORT ASSISTANCE

Airports can present additional accessibility challenges, including long walking distances, different pickup zones and busy terminals.

Tell us if your airport pickup arrangements need to take mobility requirements into account.

Where reasonably possible, we'll coordinate an appropriate meeting location consistent with airport access and pickup rules.

AIRLINE AND AIRPORT ASSISTANCE

Daima Journey provides the ground transport component of your Journey.

Services inside the terminal—such as airline wheelchair assistance, movement through security, baggage assistance or airport mobility services—may be provided by the airline or airport rather than Daima Journey.

If you require those services, they should normally be arranged separately with the relevant airline or airport.

TRAVELLING WITH A SUPPORT PERSON

Support people and carers are welcome to travel with you.

Include them in the passenger count so we can arrange a vehicle with sufficient capacity.

If a support person is required for you to travel safely, please make sure this is taken into account when making the booking.

CHILDREN WITH ACCESSIBILITY REQUIREMENTS

If a child has both a child-restraint requirement and an accessibility requirement, tell us about both.

We'll need to consider the requirements together when determining whether a suitable vehicle and restraint arrangement can be provided.

VISION OR HEARING ASSISTANCE

If there is something we can reasonably do to make communication or pickup easier, tell us when booking.

For example, you may prefer:

• SMS rather than a telephone call;
• a particular pickup communication method;
• clearer meeting-point instructions;
• additional assistance identifying the vehicle;
• another reasonable communication arrangement.

Where our systems and the particular Journey allow it, we'll make reasonable efforts to accommodate the request.

CAN EVERY DAIMA JOURNEY VEHICLE ACCOMMODATE EVERY REQUIREMENT?

No—and we think it's better to be clear about that.

Daima Journey can arrange Journeys using different vehicles and transport providers.

Their accessibility capabilities can vary.

A standard sedan, for example, may be perfectly suitable for a passenger who can transfer from a folding wheelchair but completely unsuitable for someone who needs to remain seated in a powered wheelchair.

That's why accessibility requirements should be disclosed before the booking is confirmed.

We'll make reasonable efforts to arrange an appropriate option rather than confirming a vehicle that doesn't meet the passenger's needs.

WHAT IF WE CAN'T ACCOMMODATE A REQUIREMENT?

We'll tell you if we're unable to arrange a suitable service for a disclosed requirement.

Where possible, we'll discuss whether another vehicle, service or arrangement could meet your needs.

We won't knowingly confirm a Journey on the assumption that an important accessibility requirement can simply be ignored when the vehicle arrives.

WHAT IF MY REQUIREMENTS CHANGE?

Contact us as soon as reasonably possible.

We'll make reasonable efforts to adjust the booking.

If the change requires a substantially different vehicle or transport arrangement, availability and pricing may change.

PRIVACY

Information about accessibility requirements can sometimes be sensitive personal information.

We only want information reasonably necessary to understand and arrange the assistance or vehicle requirements for your Journey.

Where a booking involves accessibility or special assistance requirements, Daima Journey may communicate relevant requirements to the driver or transport provider where reasonably necessary to deliver the Journey. Only information reasonably necessary for the requested service should be communicated.

Our Privacy Policy explains how Daima Journey handles personal information.

SOMETHING ISN'T LISTED HERE?

Please ask us.

Accessibility needs aren't limited to a predefined list of checkboxes.

If there's something that would help you use Daima Journey safely and comfortably, tell us what you need and we'll determine what we can reasonably arrange.

Accessibility or assistance concerns should be directed to Daima Journey through the available customer contact channels.