A Safe, Licensed And Insured Journey
Every vehicle is licensed and insured for the work it is doing in the city it is doing it in, and every chauffeur holds the licence that city requires. You are entitled to ask, at any point, and to be told.
Legal
Passenger Rights
What you are entitled to expect as a passenger, and how to raise it with us when something falls short.
Most of what follows is simply how the service is meant to run. It is written down because a standard you cannot point to is not a standard, and because the person travelling is not always the person who made the booking — a guest, a family member or a visiting delegate should be able to find out what they are entitled to without having to ask the office that arranged it.
In Detail
A Chauffeur Who Is Fit To Drive
Your chauffeur is within their driving-hours limit and fit to complete your journey. If they are not, the journey is re-crewed. You are never expected to judge this for yourself, and you are entitled to end a journey you do not feel safe in.
Privacy As A Default, Not A Request
Your journey is not discussed with anyone outside the people arranging it. Your chauffeur will not make conversation unless you begin it, will not use a phone while you are in the car, and will not photograph or record you or the journey.
Accessibility And Assistance
Tell us what you need when you book — step-free access, help with luggage, a child seat, room for a wheelchair or a guide dog — and we will arrange it rather than improvise on the day. An assistance dog travels with you at no additional charge.
Clarity About What You Are Paying
You are entitled to know the basis of the charge before the journey, including how waiting time and additional stops are treated. We do not apply surge pricing, so a price does not move because demand did.
Raising A Complaint
Raise it with your contact or with the Private Office. We will acknowledge it, look into it properly, tell you what we found, and say what we are changing as a result. If the booking was made for you by somebody else, you can still raise it directly with us.