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Frequently Asked Questions

Frequently Asked Questions
BOOKINGS & PAYMENTS
  • How do I book a chauffeur service online?
Use our secure online booking form to enter your pickup, destination, date, time and select a vehicle. Confirmation is instant once payment is completed.
  • How far in advance should I book my transfer?
We recommend booking in advance, but same-day bookings are accepted based on availability.
  • Can I make a last-minute booking?
Yes — last-minute bookings are accepted 24/7 whenever vehicles are available.
  • Is my booking confirmed instantly?
Yes — confirmation is sent immediately by email.
  • Can I change the date or time of my booking?
Yes — changes can be made before pickup, depending on availability.
  • Can I modify my pickup or drop-off address after booking?
Yes — contact support to update your location. Price adjustments may apply.
  • Can I cancel my booking for free?
Yes — free cancellation is available up to 1 hour before pickup.
  • What is your cancellation policy?
Cancel more than 1 hour before pickup = free. Cancel within 1 hour = charges may apply.
  • Do you require payment upfront?
Yes — payment is required to secure your booking.
  • Do you offer refunds for cancellations?
Yes — eligible refunds are processed automatically.
  • What payment methods do you accept?
We accept major credit/debit cards, Apple Pay, Google Pay, and secure online payments.
  • Is my online payment secure?
Yes — all payments are encrypted and PCI-secure.
  • Can I pay the driver directly?
No — all payments must be completed online during booking.
  • Do you send booking reminders?
Yes — reminders are sent before your journey.
  • Will I receive a receipt after my ride?
Yes — a digital receipt is emailed automatically.
  • Do you offer vouchers or promo codes?
Occasionally — available promotions appear on our website.
  • Do you offer business or corporate accounts?
Not yet — full corporate accounts will be introduced in the future. For now, we offer tailored travel solutions for business passengers.
  • Do you offer recurring bookings for regular travel?
Yes — daily, weekly or monthly recurring bookings can be arranged.
  • Can I book on behalf of someone else?
Yes — simply enter their name and phone number.
  • Can I request a quote before booking?
Yes — long-distance and custom journeys can be quoted manually. You can also see an instant price by entering your journey details online. Note: Prices may vary during major events, holidays, or extremely high-demand periods.
  • Do you charge extra for late-night or early-morning bookings?
No — prices are fixed by distance and vehicle class, not time of day.
PICKUP, WAITING TIME & DELAYS

  • How does pickup work?
Your chauffeur arrives on time, assists with luggage, and ensures a smooth departure.
  • Will the chauffeur meet me inside the terminal?
Yes — all airport pickups include meet & greet inside arrivals with a name board showing your name.
  • How long will the chauffeur wait for me?
Airport pickups include 60 minutes of free waiting time after landing.
  • Is waiting time included for airport pickups?
Yes — 60 minutes of free waiting time.
  • What if my flight is delayed or early?
We track your flight in real time and adjust pickup automatically.
  • What if my flight is cancelled?
We can reschedule your journey at no extra cost once you provide updated flight details.
  • How do I find my chauffeur at the airport?
Your chauffeur will be inside arrivals holding a name board with your name.
  • What if I cannot locate my driver?
You can contact the chauffeur directly using the number provided, or call customer support 24/7.
  • Can I request curbside pickup instead of meet & greet?
No — all airport pickups include inside meet & greet only.
  • Will the chauffeur help with luggage?
Yes — luggage assistance is always provided.
  • Do you offer pickup from hotels and Airbnbs?
Yes — we collect from all hotels, private addresses, and Airbnbs.
  • Can I schedule multiple pickups?
Yes — up to 3 stops can be added per booking.
  • Can I request a specific pickup time after landing?
Yes — you can choose either a fixed time or rely on flight tracking.

AIRPORT TRANSFERS

  • Which airports do you cover?
Heathrow, Gatwick, Stansted, Luton, London City, Southend, Farnborough, Biggin Hill, and all regional airports.
  • Do you track incoming flights?
Yes — flight tracking is included.
  • Do you offer airport-to-airport transfers?
Yes — fixed-rate private transfers between airports.
  • Do you provide drop-offs at private jet terminals?
Yes — we serve all private jet terminals and lounges.
  • Do you serve private aviation FBOs?
Yes — including Signature, Harrods Aviation, Swissport, and others.
  • How early should I book an airport pickup?
24 hours recommended, but same-day bookings accepted.
  • Can I book a return airport transfer?
Yes — you can book both directions at once.
  • Can you handle large groups for airport travel?
Yes — MPVs and multiple vehicles are available.
  • Do you help with luggage and trolleys?
Yes — chauffeurs assist with luggage.
  • Can I book an airport pickup for someone else?
Yes — enter the passenger’s details during booking.

VEHICLES & FLEET

  • What types of vehicles do you offer?
Standard Class
  • Kia Niro or similar
    • Business Class
  • Mercedes E-Class
  • BMW 5 Series
  • Audi A6
    • (or similar) Premium Class
  • Mercedes S-Class
  • BMW 7 Series
  • Audi A8 or similar
    • MPV Class
  • Mercedes Vito (up to 8 passengers) or similar
    • Premium MPV Class
  • Mercedes V-Class (up to 7 passengers) or similar
    • All vehicles are modern, clean, licensed, and professionally maintained.
    • Are your vehicles new and well-maintained?
    Yes — all vehicles undergo regular servicing and inspections.
    • Do your vehicles have Wi-Fi?
    Most vehicles offer free Wi-Fi.
    • Do you provide bottled water?
    Yes — bottled water is complimentary.
    • Do your cars have charging ports?
    Yes — USB/USB-C ports are available in most vehicles.
    • Are pets allowed in your vehicles?
    Yes — small pets in secure pet bags only, approved in advance. If a pet is not in a bag, the chauffeur may reject the trip with no refund.
    • Do you allow food or drinks inside the car?
    Water is fine. Food is only allowed if approved by the chauffeur.
    • Are your vehicles insured?
    Yes — fully licensed and insured for private hire/chauffeur work.
    • Are your cars smoke-free?
    Yes — all vehicles are strictly non-smoking.
    • Can I request a specific vehicle class?
    Yes — choose your preferred class during booking.
    • How many passengers can each vehicle hold?
    Sedans: up to 3 Vito: up to 8 V-Class: up to 7
    • How much luggage can each vehicle carry?
    Each vehicle shows its exact luggage capacity during booking.
    • Are child seats available in all car classes?
    Yes — infant, child, and booster seats available on request.

    LUGGAGE, CHILDREN & ACCESSIBILITY
    • How much luggage can I bring?
    Luggage capacity is shown for each vehicle during booking.
    • Do you allow oversized luggage?
    Yes — but please inform us in advance so the correct vehicle is assigned.
    • Can I book a car with extra luggage capacity?
    Yes — MPVs and Premium MPVs offer the most luggage space.
    • Do you provide child or booster seats?
    Yes — available on request.
    • Are child seats free or chargeable?
    One child seat is free. Additional seats may have an extra charge.
    • Are pets allowed in the vehicle?
    Only small pets in pet bags. If not in a bag, the chauffeur can refuse the ride with no refund.
    • Do you offer wheelchair-accessible vehicles?
    Yes — available by request.
    • Can the chauffeur assist elderly or disabled passengers?
    Yes — chauffeurs can assist with entry, exit, and luggage.
    • Can I bring a folding wheelchair or mobility aid?
    Yes — folding wheelchairs are accepted. Please advise us when booking.
    • Is there a limit to how many child seats I can request?
    Yes — depends on the vehicle size.
    CHAUFFEURS & SERVICE STANDARDS

    • Are your chauffeurs licensed?
    Yes — fully licensed and insured.
    • Are chauffeurs background-checked?
    Yes — identity and criminal background checks are completed.
    • Do chauffeurs receive customer service training?
    Yes — all chauffeurs complete service and etiquette training.
    • Do drivers wear professional attire?
    Yes — clean, smart, professional attire is standard.
    • Can I request the same chauffeur again?
    Yes — based on availability.
    • Do chauffeurs speak English?
    Yes — all drivers speak English.
    • Can the chauffeur offer local recommendations?
    Most chauffeurs can offer suggestions, but this varies by driver.
    • Will my chauffeur open doors and assist me?
    Luggage assistance is always provided. Door-opening is common in premium services, but not guaranteed in Standard Class.
    • Are chauffeurs trained for long-distance driving?
    Yes — all drivers follow safe, professional driving standards.
    • Are chauffeurs familiar with UK airports and routes?
    Yes — chauffeurs know major routes and airport procedures well.

    ROUTE, STOPS & CUSTOMISATION

    • Can I add stops to my journey?
    Yes — up to 3 stops per booking.
    • How many stops are allowed?
    Up to 3 stops.
    • Can I change my destination mid-journey?
    Yes — additional charges may apply.
    • Can I customise my route?
    Yes — simply request it when booking or during the trip.
    • Can I book a wait-and-return trip?
    Yes — usually arranged as hourly hire.
    • Can I schedule multiple pickups?
    Yes — up to 3 stops included.
    • Can I add sightseeing stops?
    Yes — ideal with hourly hire.

    Ready to Experience Luxury?

    Book your chauffeur service today and travel in style

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    (0034) 07474 488 068

    Email Us

    bookings@primevoyagex.com

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    Centre 42, 42 Watling Street, Radlett, Hertfordshire, WD7 7NN, United Kingdom

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