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AIRPORT FAQ

Where will the chauffeur collect me from the airport?

Your chauffeur will arrive into the terminal once we have confirmation that the plane has landed. The chauffeur will send you an sms message if contact numbers have been provided. You will also see a welcome board with the lead passengers name on there. On your booking form you will be sent an image of the chauffeur to help with the recognisation process. If you can not find your chauffeur, please call him or her on the contact number provided or please call the office on 0207 792 1191

If my flight arrives early, will my chauffeur be there?

Your chauffeur will arrive into the terminal once we have confirmation that the plane has landed. The chauffeur will send you an sms message if contact numbers have been provided. You will also see a welcome board with the lead passengers name on there. On your booking form you will be sent an image of the chauffeur to help with the recognisation process. If you can not find your chauffeur, please call him or her on the contact number provided or please call the office on 0207 792 1191

What should I do if my flight is seriously delayed?

Please email or call us. We also have 24 hour customer support via WhatsApp. We will stay in communication until new arrival time has been set.

How long will it take to travel from LHR to Central London?

Typically it takes 60 minutes dependent upon traffic and weather conditions.

How long will it take to travel from LGW to Central London?

Typically it takes 90 minutes dependent upon traffic and weather conditions.

What should I do if my flight details change?

Please email or call us. We also have 24 hour customer support via WhatsApp

Is parking included?

45 minutes worth of car parking is included in your price. Additional car parking is charged back to client at cost and will be reflected on your final invoice.

What time should I arrive at the airport?

For all international flights we would recommend arriving a minimum of 2-3 hours in advance unless you are flying domestically. For the most accurate advice please contact the airline you are flying with who would be better suited to advise.

What should I do if my flight is delayed?

We monitor all flights for this reason. Once we have confirmation the plane has landed we will enter the terminal 15 minutes after to save on waiting time and car parking costs. If you are delayed any further through customs outside of our complimentary 45 minute wait, waiting time is charged at the hourly rate of your selected vehicle billed in 30 minute segments

Chauffeur FAQ

I have used your service before, can I request a specific driver?

Yes, of course you can subject to chauffeur’s availability. We try to make each and every trip as personal as possible and we will endeavour to accommodate wherever possible. We typically require at least 72 hours’ notice to be able to do so.

Will my chauffeur speed?

No, your chauffeur will obey the speed limits.

Will my chauffeur respect my privacy?

Yes, all of our chauffeurs have signed non disclosure agreements with Smart City Prestige. Rest assured car talk will always remain car talk. We also provide specialist vehicles that have a sound proof partition between passengers and chauffeur.

Will my chauffeur communicate with me?

All of our chauffeurs are polite and courteous, however they understand that they speak when spoken to.

Will my chauffeur use their mobile phone whilst driving?

No, it is against the law.

Will my chauffeur open my door for me and my party?

Absolutely, this is part of our luxury chauffeur service.

Will my chauffeur carry my luggage?

Absolutely, this is part of our luxury chauffeur service.

Will my chauffeur wear a suit?

All of our chauffeurs wear dark suits, shirt and tie. If you require a chauffeur to be less formal, please contact our office to let us know your requirements.

Weddings

What details do I need to give in order to get a price immediately?

We would need to know the vehicle you are interested in, how long you require the vehicle for and the locations the vehicle is required to travel to. You can do this via email, telephone or whatsapp.

Will my vehicle have wedding ribbon?

If you have requested ribbon we will supply it. We offer White, Ivory, Gold, Blue, Pink and Red.

What is included in my price?

  1. A professional and uniformed chauffeur, light refreshments (water, mints, tissues and wedding ribbon).

How long will the chauffeur wait if I have booked a one way journey?

Your chauffeur will provide you with 20 minutes complimentary waiting time. . If you are delayed any further waiting time is charged at the hourly rate of your selected vehicle billed in 60 minute segments.

Will you provide a bottle of champagne?

Unfortunately due to our licensing we are unable to provide alcohol. You can supply the bubbly and we will supply the champaign flutes at no additional cost.

Booking

I do not want the car to wait can I book to separate transfers?

Absolutely, just supply us with your return journey time and we will ensure you only pay for two individual one way journeys.

Can I be notified when my car arrives?

The booker will receive email notifications as the hire progresses through each individual stage. If the passengers contact number has been provided the chauffeur will send an sms message to alert passengers of their arrival. If you would like us to make contact in a different way, please do let us know when booking.

How do I book?

You can contact us by telephone or email. Alternatively you can book online or via WhatsApp

How far in advanced do I need to book?

We have the capacity to provide an on demand service for certain vehicle types. We have carried out reservations with less than an hours’ notice.

Can I set up an account?

Yes, you can do this either online and enrol automatically into our rewards program (this information will be provided to you once your account has been set up) or by contacting the office and filling in our digital application form. Individuals will be invoiced and billed on a per trip basis. Businesses’ are available to receive credit facilities subject to checks.

Do young children/babies count as passengers?

Yes.

When do I pay for my booking?

We would take a deposit of 25% to secure your reservation and the remaining balance would be payable 7 days prior to your reservation.

Do you provide car seats?

Yes, this is part of our luxury chauffeur service. At the time of booking please request a child seat or baby seat. By law you will need to fit the seat to the car by yourself.

Pricing & Tariff

Do you have a price list?

Yes, please visit our services rates page for our most popular journey pricing. If you require something more bespoke please contact the office via phone, email or whatsapp.

Will I be charged extra for entering the congestion charge zone?

Yes, this helps cover the cost for the chauffeur. Congestion Charge is charged to you at cost.

If I use your service a lot, can I receive a discount?

Of course, we will also automatically enrol you into our loyalty program.

Is your pricing inclusive of VAT?

No, all prices are subject to an additional 20% of VAT.

What is the service charge?

We charge a small service charge, which is a small contribution to maintaining our website, booking system and back office support.

Are there extra charges for bank holidays?

Yes, only on Christmas Eve, Christmas Day, Boxing Day, New Years Eve and New Years Day there is a 100% surcharge.

Vehicle

Can I charge my phone in the vehicle?

Absolutely, all of our vehicles have car chargers for Apple and Samsung devices.

Do you provide light refreshments?

Yes, we provide bottled water, mints, tissues and hand sanitizer.

Hold old are your vehicles?

Typically no older than 3 years.

Can I eat or drink in the vehicle?

We only allow you to drink water in the vehicle, unfortunately we do not allow any eating in the vehicle.

Can I choose the colour of my vehicle?

Yes, the majority of our fleet is in black or silver however we do have a few models in other colours. We require at least 72 hours’ notice to accommodate.

Do your cars have on board entertainment?

All vehicles are able to play music through Bluetooth devices. If you would like to connect your phone to play music please speak to your chauffeur. Some of our vehicles come with complimentary 4G Wi-Fi and TV’s.

How much luggage can I fit in my vehicle?

The Rolls-Royce, Bentley, Mercedes-Benz S-class & Range Rover will hold 2 large suitcases and 2-4 smaller carry ons. The Mercedes Jet Class will hold 1 large case and 2 smaller carry-ons. The Mercedes V-Class can hold 7 large suitcases and 4-5 smaller carry-ons. Our luxury Minibuses can hold 10 large suitcases and 16 smaller carry-ons.