Contact & Complaint Process

Getting in touch

The Contact page lists our phone number, email address and inquiry form. For new requests, the booking form is the quickest route. For changes to an existing booking, reply to your confirmation email or call us with your reference number. On the day of travel, your chauffeur's number is shared in advance so you can reach them directly.

Response times

We aim to acknowledge messages and confirm booking requests within 24 hours during our stated hours. Messages received outside those hours are answered the next business day, and urgent same-day matters should be handled by phone.

If something goes wrong

We would rather hear about a problem than lose your confidence. If any part of a trip fell short, tell us. Please include your booking reference, the date of travel and a description of what happened.

How we handle complaints

• We acknowledge the complaint in writing within 24 hours.
• We review the booking record, speak with the chauffeur and gather any relevant information, such as timing data or photographs.
• We respond in writing within 7 days with our findings and, where appropriate, a remedy. Remedies may include an apology, a partial or full refund, or a credit toward future travel, depending on the circumstances.
• If you are not satisfied with the response, you may ask for a review by the owner, who will reply within 7 days.

Lost property

Items found in a vehicle are logged and held for 30 days. Contact us with a description and the trip date; we will arrange return by collection or courier at the owner's cost.

Compliments

Chauffeurs appreciate hearing when a trip went well, and we pass every message along.

Privacy

Information you share when contacting us is handled in accordance with our Privacy Policy. This policy is effective as of the last-updated date shown at the top of this page.