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FAQ'S

Our Frequently Asked Questions

DO YOU OFFER TELEPHONE SUPPORT?

We certainly do! Unlike many of our competitors, we make it easy to speak to our friendly operators who can assist with your booking or answer any queries. No waiting on hold for ages and no chat bots. We pride ourselves on our personal and prompt service. Call us on +44 (0)208 4531555.

_{* Calls are recorded for verification and training purposes}‍

HOW DOES CHAUFFEUR BY THE HOUR WORK?

This option is suitable for multiple short journeys within a city and ensures that your chauffeur is always at your disposal during the allocated time. No need to worry about finding taxis or parking your own vehicle. You will have direct contact with your chauffeur so the vehicle will always be waiting nearby. Please note that hourly rides are subject to a maximum distance of 50 miles per hour or part thereof.

HOW DO I CALCULATE THE SIZE OF THE VEHICLE TO SUIT MY NEEDS?

We provide guidance on our website booking form with regards to the maximum number of passengers, hold luggage (medium suitcases) and carry on bags. Luggage capacity may be reduced if the vehicle is carrying the maximum number of passengers. It is therefore important that you clearly specify the correct number of carry-on bags, hold luggage, sporting equipment, pushchairs etc. This will allow us to dispatch the most suitable vehicle. If a driver feels the safety could be compromised, he has the authority to terminate the ride with no refund due.

IF I AM GOING TO AN AIRPORT, HOW LONG BEFORE MY FLIGHT SHOULD MY PICK-UP BE?

We always suggest that you arrive at the airport at least two hours prior to your scheduled departure time. Check with your airline. You can use Google Maps to work out the approximate travel time for your journey or we can assist upon request. Please also bear in mind that journey times can vary significantly due to time of day, traffic and weather conditions. We cannot be held responsible for delayed journeys as a result of factors out of our control.

IF I AM ARRIVING AT AN AIRPORT, HOW LONG AFTER MY FLIGHT LANDS, SHOULD BOOK MY PICK-UP FOR?

The time to disembark and pass through customs and baggage reclaim can vary depending on whether your flight was domestic or international, how busy the airport is, whether you have luggage to reclaim, travelling alone or in a group or require special assistance. As a rule, we recommend that we schedule your pick-up as follows:

Domestic light with no hold baggage: 15-20 minutes after landing

Domestic flight with hold baggage: 20-30 minutes after landing

International flight with no hold baggage: 30-40 minutes after landing

International flight with hold baggage: 40-50 minutes after landing

Intercontinental flight or Special Assistance: Add a further 10 minutes minimum

Please note that these timings are for guidance only. For airport pick-ups, we include 40 minutes waiting time. Additional waiting is subject to extra charges.

FOR AIRPORT PICK-UPS, WHERE SHOULD I MEET THE DRIVER AFTER MY FLIGHT LANDS?

Our driver will be waiting for you after you exit the Arrivals area and will be instructed to hold a board or electronic tablet with your name. If you cannot locate your driver, you should call our office on +44 (0)208 4531555.

WHAT IF MY FLIGHT IS DELAYED OR ARRIVES EARLY?

For airport pick-ups from arriving flights, we always ask for your flight details during the booking process. This is usually a two letter airline code followed by a flight number. This allows our dispatch team to monitor your flight and reschedule your pick-up to avoid unnecessary waiting and airport parking charges. For larger airports, it also allows us to be at the correct terminal to collect you.

WHAT IF I HAVE TO CANCEL MY RIDE?

We understand that plans can change so we allow free cancellation up to 24 hours before the scheduled pick-up time. We must receive your cancellation by email at bookings@airportexecutive.com.For cancellations made between 4 and 24 hours of your booking, you will be entitled to a 50% refund. For any cancellations made within 4 hours of pick-up time, no refund is applicable.

WHAT HAPPENS IF MY FLIGHT IS CANCELLED?

Please contact us immediately and we will try to assist you in the best way possible. Please also refer to our cancellation policy.

WHAT HAPPENS IF I LEAVE SOMETHING IN THE VEHICLE?

We cannot be held responsible for lost property but we will always endeavour to assist you if you leave any items behind. Please contact our office as soon as you discover that you have left an item on board to give us more chance to recover. You may be liable for extra journey or courier costs to recover your item(s).

WHAT IF I AM TRAVELLING WITH CHILDREN OR INFANTS?

Children and infants must be accounted for in the total number of passengers. Please inform us if you require child/infant seats when you book. Depending on the region, these may be subject to additional charges. If you wish to bring your own child/infant seats or buggy’s/prams, you must notify us at the time of booking so we can send a suitable vehicle.

WHAT IF A PASSENGER HAS REDUCED MOBILITY?

We must be notified at time of booking and any special requests or equipment such as wheelchairs should be noted so we can send a suitable vehicle.

WILL MY DRIVER ACT PROFESSIONALY AND RESPONSIBLY?

Absolutely. Our drivers and partners must adhere to strict service level agreements so any issues should be reported to us to investigate.

WILL MY DRIVER ASSIST WITH MY LUGGAGE?

Yes of course.

WILL MY DRIVER BE DRESSED SMARTLY?

For Business and First Class rides, your driver will be smartly dressed with suit. For Economy Class rides, your driver will also dress smart but functional depending on region.

WILL MY VEHICLE BE SAFE AND CLEAN?

Our drivers and partners must ad hereto strict guidance on safety and cleanliness so please report any issues to us to allow us to investigate if you have any concerns.

WILL BOTTLED WATER BE AVAILABLE IN THE VEHICLE?

For Business Class and First Class rides we provide complimentary bottled water.

CAN I SMOKE OR EAT IN THE VEHICLE?

Sorry we do not permit smoking/vaping or eating in any vehicle. Narcotics and hazardous items are strictly prohibited.

WILL THE DRIVER ALWAYS TAKE THE SHORTEST ROUTE?

Usually but not always. This will depend on local traffic congestion, road closures, weather conditions or delays. We reserve the right to charge extra if you request a route that is longer than the shortest route.

ARE TOLLS, PARKING AND CONGESTION CHARGES INCLUDED?

Unless stated otherwise, these are included in the price.

WHAT IF I STILL HAVE A QUESTION?

Please do not hesitate to call or email us for any other questions.

COMPANY DETAILS

Airport Executive Ltd
6th Floor
First Central 200
2 Lakeside Drive
Park Royal
London
NW10 7FQ

Registered in the United Kingdom
Company No: 02422516
Transport for London Licence: 402