Client feedback and how we use it

After a completed journey, we may invite the passenger or booker to share a review. The invitation is never conditional on whether we expect praise or criticism, and we never offer an incentive for a particular rating or comment. You decide whether to respond, what to write and which parts of the experience you want to describe.

Specific feedback is especially useful. You might mention the booking conversation, collection instructions, punctuality, chauffeur conduct, vehicle preparation or luggage assistance. If you would rather discuss a service issue privately, contact the office with the journey date or booking reference so the team can identify the right movement without asking you to publish personal travel details.

Every review is read by the office. Positive comments help us recognise what worked well, while critical comments show where a journey needs closer attention. Replies stay courteous and avoid exposing booking details, passenger names, telephone numbers or itinerary information in public.

When you raise a concern, the office handles the detail by phone. A direct conversation gives you space to explain what happened and lets the team connect your feedback with the correct booking. Please call promptly if something needs attention during live travel; you can still leave a considered review after the journey is complete.

A useful review gives the office a clear signal about the standards passengers notice. Repeated praise for communication, punctuality, vehicle condition or considerate assistance shows which habits deserve reinforcement. A concern can prompt a closer conversation about the booking handover, chauffeur conduct or the preparation completed before collection.

Those lessons support the same expectations set for every chauffeur: punctuality, discretion, professional presentation and considerate assistance. If you want to understand how those expectations guide preparation and conduct, read our chauffeur standards before arranging your journey.