Conditions of Hire

Executive Line Chauffeurs' Customer Care and Conditions of Hire Guarantee has been created and endorsed to provide aspirations to its workforce and a pledge to its customers that the highest standards and levels of commitment will be given by Executive Line Chauffeurs.

Contact With Our Customers

Our guarantee outlines our aims for:

• What you can expect when contacting Executive Line Chauffeurs
• The standard of service you can expect
• Providing guidance for our workforce on how to offer good standards of service to our customers
• Providing a good communication channel for discussion on projects and complaints

Standards We Aspire To

At Our Offices

Polite telephone manner, offering helpful service and advice, and dealing with any concerns or complaints in a timely manner.

• Answer all telephone calls within three rings, giving our contact names.
• Good and clear communication with the appropriate persons when making enquiries.
• Clear explanations of Executive Line Chauffeurs procedures for offering quotations and timescales.
• Dealing with all enquiries or complaints immediately.
• Easy contact via telephone, WhatsApp, or email.

Cancellation & Waiting Time Policy

We understand that travel plans can change unexpectedly, and we will accommodate our passengers wherever possible.

Cancellation

• Free cancellation: any booking made online or by phone can be cancelled up to 24 hours before the scheduled pickup time with no cancellation fee.
• Late cancellations and no-shows: refunds are not issued for cancellations made less than 24 hours before the scheduled pickup time, or if the passenger does not show.

How to cancel or make changes

To cancel or change your booking (for example the time, date or vehicle), contact us as soon as possible on 01223 737 272 or info@executiveline.co.uk.

Bookings made directly with a driver outside our official channels are not authorised and are not covered by our insurance. All bookings, cancellations and changes must go through our official customer service channels.

Flight delays and waiting time (airport pickups)

• We track your flight and adjust the pickup for early arrivals and delays.
• The first hour of waiting after your flight lands is free of charge.
• After that, waiting time is charged at £45.00 per hour, in 15-minute units.

Night and holiday pickups

Pickups between midnight and 5am add 10% to the fare. Christmas Day, Boxing Day and New Year’s Day are priced higher. The booking calculator includes these in the price you are quoted.

Contact Us

Monthly Facebook Prize Draw — Terms & Conditions

Executive Line Chauffeurs operates a monthly prize draw (the "Draw") open to individuals who like the official Executive Line Chauffeurs Facebook page (facebook.com/executivelinecambridge).

• Eligibility: Open to UK residents aged 18 or over. Employees of Executive Line Chauffeurs and their immediate family members are excluded.
• How to enter: Like the official Executive Line Chauffeurs Facebook page. One entry per person. Liking the page constitutes acceptance of these terms.
• Draw date: The draw takes place on the last day of each calendar month.
• Prize: One free one-way airport transfer from a Cambridge Core zone address to one of the five major London airports (Heathrow, Stansted, Gatwick, Luton, or London City) in an Executive Saloon vehicle. Subject to availability. No cash alternative.
• Winner notification: The winner will be contacted via Facebook Messenger within 3 working days of the draw. If the winner does not respond within 7 days, a new winner will be selected.
• Prize validity: The prize must be redeemed within 3 months of notification. The prize is non-transferable.
• Promoter: Executive Line Chauffeurs, Cambridge, UK.
• General: Executive Line Chauffeurs reserves the right to amend or withdraw the Draw at any time. This promotion is not affiliated with, endorsed by, or sponsored by Facebook (Meta Platforms, Inc.).