FAQ

Covid-19

The fitting of screens between the driver and rear of the vehicle is not mandatory. TFL (Transport For London) are still conducting tests on their effectiveness and the safety issues in having them fitted. TFL will currently only allow them if they have been fitted by a select few manufacturers. Currently a very minimal number of drivers have screen fitted.
To minimise contact we would stick with government advice and advise to use card where possible, our booking agents can take card bookings over the phone by sending a text to your phone to take payment, or both offices have contactless machines, drivers do not have the facilities in their cars to take payment. However they will all accept cash if that is all you have or what you prefer to use.
Yes, it is now the law for everyone above the age of 11 years old to wear a face covering for the duration of your trip. This must be in place before you enter the vehicle and remain on until you exit the vehicle. This same rule applies to all our drivers also. If you fail to wear one without a genuine exception either the booking agent and/or the driver can legally refuse to take your booking. Failure to do so can result in a fine of £200 increasing per offence. Exemptions do apply.
Yes there is no law against this, the drivers can (if happy to do so), take up to their full licensing capacity. Some are happy to do this others will not allow anyone in the front passenger seat. TFL recommend no one sits in the front of the vehicle but there is no legal implications for this. We can aim to provide a larger vehicle at no additional cost to you if you prefer.
The Track and Trace system will request our details from any driver who tests positive they will contact us regarding anyone who may have been in close contact including passengers and make contact with them directly, advising them what to do next.
Firstly we hope you get well soon! Please contact the office and we will advise.
Like everywhere we are taking every step we can to ensure our offices are kept as clean as we can, likewise we advise our drivers on steps to take such as maintaining a high level of both vehicle and personal hygiene. We advise that they always carry 90% alcohol based hand sanitiser a bottle of water and antiseptic cleaning wipes and to clean down high contact points after each trip such as door handles, seatbelt buckles, steering wheel. We can never 100% guarantee to protect you from Covid and it would be foolish and reckless to do so. We are doing all we can but there will always be a risk.
Our Chingford Mount office only allows one in one out at a time. We ask you to wear a mask on entering and ask you to wait outside once your car is booked or your enquiry has been dealt with. At our station office we do not have an indoor waiting area. Both offices have been fitted with auto dispensing hand sanitisers units for you to use. We never have any more then one staff member in any office space at any time and card machines are frequently cleaned down between uses and accept contactless payments. All our office staff have had their first vaccine and will soon have had their second also offering a greater degree of protection.
Yes, we are pleased to say, we are deemed an essential service, we operated throughout the last two national lockdowns and have no plans to close for any future ones. We may have to adjust our office opening hours at times, but even if our offices are closed our phone lines will remain operational along with our booking apps helping to get you from A to B and anywhere in between still.
Our drivers will take you for the drive in test, provided you are not doing it due to having symptoms. The risk of spreading the virus is too high if you have symptoms we wouldn't risk either our drivers or other passengers. However if the test is just for work purposes to prove you are all clear and you have no symptoms we can book this as a wait and return for you. You will be charged fare going, half returning and the waiting time involved.
Yes as with passengers it is a legal requirements that drivers wear face protection also for the duration of your trip. Exemptions also apply for drivers, if your drivers does not have a face mask on please inform our office where we will advise.
No our drivers are not required to wear gloves and it is not advised either. The reason being is for the gloves to offer effective protection the driver would need to change them after every point of contact. It is advised regular hand washing and antibacterial hand gel offer far better protection.

General Questions

Pre booked job questions

You can edit any booking you have made regardless of how it was made (in person, on the phone, via the app) by simply calling the office. One of our operators can amend the booking for you. Unfortunately you can not currently amend app bookings through the app, you would have to cancel and rebook.
There are various reasons why you may be asked to pay before your trip. You may have given us an address that we have had issues with in the past, your details maybe new to our system, if the trip is outside of the local area and is quite a high value trip it is common to request money first.
Your more then welcome to pay in advance for your car, you can request a link to make the payment sent via text message or email. Or pop to one of our offices and quote your booking job number and we can take your payment for you.
We have audited our drivers and have listed the drivers what will take animals. It is important that you inform us at the time of booking if you have an animal or any special requirements as not all drivers can accommodate and this will lead to you waiting longer then you need to find a car to suit your needs.
This should not be a problem, just give us a call with your updated details quoting your job number and we will update the job for you and inform you of any price changes it may have created.
You will be provided both the vehicle details you will be travelling in and also the drivers details who will be taking you via a text message along with a tracking link. These details get sent out when the driver is allocated.

Live bookings

We can accept card payment, our drivers to not have card machines in their cars, to make a card payment you would need to contact our office and request a 'link to pay'. The call operator will text (or email) you a link which you need to click on to open fill in your details and our 3d secure payment processing provider will take your payment and update your job to reflect it being paid. Payment much be shown as cleared before you exit the vehicle.
If you feel comfortable, please advise the driver to wear their face protection. If you do not feel comfortable advising the driver, please call our office and a member of staff will speak with the driver. If you do not feel comfortable advising the driver or calling the office while in the vehicle, please contact us as soon as you can upon exiting the vehicle, a staff member will address this issue with the driver.
If when booking your car you spoke to a call operator, booked on the app or web booker you should have provided a pick up point and drop off point. This will ensure the system calculates the shortest possible route meaning less mileage resulting in the lowest possible fare. The drivers know the best routes locally to avoid traffic hotspots to get you where you need to be quickly. If the driver takes a longer route, your price will not be effected, however if you specify a route you wish them to take, it may not be the shortest route and could result in your price increasing.
The drivers can wait and take you back, this is what is known as a wait and return trip. Providing you return back to the same place the driver collected you from the charge will be full fare there and half fare back plus waiting time.

Post booking

Accordion Sample Description
Accordion Sample Description