At Tourism for All, we understand that welcoming travellers who are accompanied by assistance dogs can be a sensitive and sometimes contentious area, both for travellers and for businesses.
Travellers have told us of their embarrassment at being asked to show formal evidence or even being challenged over whether their dog is with them to provide assistance or support. Businesses have told us of issues they have experienced with the behaviour of assistance dogs (and their handlers), particularly where the dog has not been trained by a recognised body.
We believe that the underlying issue is that there is no clear legal definition of assistance dogs, or of expectations for training and behaviour, to which businesses and travellers can refer to ensure that the welcome given to travellers with assistance dogs is consistent, fair and reasonable.
Tourism for All welcomes the publication of Paws for Access, the report of a global survey on assistance dogs rights which was carried out among 1,000 assistance dog handlers across 20 countries by the International Guide Dog Federation and Assistance Dogs International.
The report highlights the ongoing reality for many travellers with assistance dogs. 79% of handlers in the UK were refused access in the past year, the highest percentage globally. Nearly 50% reported refusals in taxis (and Ubers in particular). It demonstrates that access challenges for travellers with assistance dogs are still common across public places, transport services and visitor attractions. Despite existing rights and guidance, inconsistent understanding and practice continue to create unnecessary barriers.
For the tourism and leisure industry, the report issues some important calls to action:
- To strengthen current legislation such as the Equality Act 2010, so assistance dogs are clearly outlined in law, with consistent expectations for their training, behaviour and welfare.
- To support the adoption of robust, proportionate standards across all assistance dog training routes, giving disabled people equitable recognition and service providers the clarity they need.
- To educate the public on the difference between highly trained assistance dogs and other dogs. This education would support the development of robust standards that service providers could refer and adhere to.
- To train staff on legal obligations and inclusive customer service, to prevent refusals.
Improving regulations and awareness, strengthening staff training and applying access policies consistently will make a significant difference. When businesses understand their responsibilities and feel confident welcoming assistance dog users, travellers with assistance dogs are more likely to feel included, respected and able to travel with confidence.
At Tourism for All, we believe accessible tourism benefits everyone. Inclusive destinations deliver better visitor experiences, stronger reputations and a more welcoming environment for all guests. Accessibility isn’t about special treatment — it’s about removing barriers and ensuring everyone can enjoy tourism on equal terms.
By learning from research like Paws for Access and working together across the sector, we can continue to move towards tourism that is truly accessible for all.
You can read the full Paws for Access report here.
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