Our customer support team have listened to your feedback and used their knowledge to put together a list of answers
To your most frequently asked questions.
My Chauffeur Hire is a platform connecting you with all ground transportation, provide an easy friendly and personal experience. Matching Reliability and Simplicity supported with excellent service.
My Chauffeur Hire provide an easy way to book a Cab or Taxi in locations around Dartford, Kent & London with a guarantee price and free cancellation. Take London for example, we’ve researched taxi or minicabs companies in London capital and found the best combination of service, price and choice of vehicles- so all you have to do is book and enjoy the ride.
We’ve made it easy to pre-book a trusted Cab or Taxi anywhere Dartford, Kent & London for economic price. TRUSTED DRIVERS All of us here at My Chauffeur Hire want your trip to be seamless, smooth and serene, so we quality check all of the partners we work with to make sure they’re providing the best service and the best price. We leave nothing to chance, so when you see our driver you know you can sit back and relax. Our regular airport transfer service comes with Meet & Greet included, simply head to Arrivals and look for a driver holding a sign with your name on it. Meet & Greet also includes a 60 minutes wait time after landing, we’ll even track your flight time and adjust your pick-up time automatically.
Give us your flight number when you book (or enter the airport you’re flying from) and we’ll adjust your pick-up time automatically if needed. Whether your flight is on time, early or late, we’ll be there on-time and we’ll wait for 60 minutes from your flight arrival time – plenty of time for you to get through security and collect your bags.
Important: always read your booking confirmation email, as it may contain important information to help you locate your driver.
1. Please select a return or one way journey
2. Type the name of the location you would like to be picked up from e.g. London and select from the list of options. Then type the name of the location you would like to be dropped off in e.g. London Gatwick Airport and select from the list of options.
3. Select your date and time of travel. This is an important step as it ensures we know when to pick you up, and when to drop you off
4. Select the number of passengers travelling. Please ensure you also select the number of infants and children in your party from the drop down lists
5. If you have a discount code please enter it in the Promo box
6. Click the ‘Search’ button to see a list of vehicle types available for your journey
7. Click ‘Select’ next to the vehicle type you would like
8. Enter the lead passenger details
> Lead name – We only need one name for the whole party
> Email Address – We need this information as your booking confirmation and e-Ticket will be sent by email
> Mobile Number – This is mandatory, You can also register to receive confirmation of your return pickup details by text. Our carefully selected partners will be able to text you regarding your journey, but we will not pass your details onto any other third party.
9. Enter the name and address of your accommodation. Please note – there may be more than one building with the same name at your destination, so the full address will help avoid confusion. Shuttle bus services will not operate to a non-hotel address.
10. Enter your flight or boat details. The outbound flight is from your original destination (e.g. London Heathrow Airport el Prat Barcelona) and the inbound flight is to your original destination (e.g. El Prat Barcelona to London Heathrow Airport).
11. Enter a discount code if you have one
12. Click the ‘Confirm Details’ button to continue
13. Select the payment method you would like to use and enter your details
14. Once your payment has been submitted you will receive a reference number for your booking. Please make a note of this. You will also receive an e-Ticket confirming your booking, and with the instructions for your journey
If you would like to amend your My Chauffeur Hire pickup before you travel, please visit www.mychauffeurhire.co.uk.com and go to the My bookings section, which you will find at the top right of the site.
Please make sure you include:
> Total number of passengers – please make sure you include infants and children in the total number of passengers in your party.
> Overseas accommodation address – in any resort there may be more than one building with the same name, so please include the full address to avoid confusion.
> Flight details – if you’ve booked a private vehicle our partners will monitor your flight where possible, your flight number ensures you are picked up and dropped off at the right time.
If the location you’re looking for isn’t available to book online, please send your query to email@example.com.
If you book a private vehicle just book for the maximum number of people travelling on any one of the journeys.
With private transport, the vehicle shall take you to, or pick you up as close as possible to your accommodation, taking into account the physical characteristics of the vehicle and access to the contracted address.
Occasionally it is not possible for access reasons (narrow or pedestrian streets, private estates, or type / size of vehicle physically not allowing a nearer approach, police requirements, meteorological conditions like snow blocking access to hotel, etc. ) in this case you will be dropped and collected at the nearest available point.
With Public transport you will be dropped off and collected at predefined bus stops, bus stations, etc.
Once you complete your booking, you will be issued a voucher with full instructions on how to meet your driver and where he/she will be waiting for you.
Some airports have reception desks, at other airports the driver will meet in the arrival hall, at other airports you may be requested to go to the coach bays (usually group bookings). Each supplier at each airport has a different set of instructions. These instructions are integrated clearly into your booking voucher and include all details you need to make your transfer hassle free.
You will also have 24 hours telephone contacts issued on the voucher in the event that you should still have problems finding your drive.
Yes, flight arrival times are monitored.
If you have problems collecting your luggage or clearing immigrations, please call us on our emergency telephone or the Customer Care telephone number supplied on your e-mail confirmation of booking.
In respect of flight delays, diversions, missed connections when the transport service originates from the airport, the waiting policy is:
• Private hire with driver: Flight delays from original scheduled flight time of up to 3 hours are included. With Flight delays over 3 hours you must contact the Supplier to request the vehicle be kept waiting. An additional fee is payable in advance of the transport service. If you do not do this, the service will not be provided.
Please do not send us an e-mail to advise of delays as e-mails are queued and we may not read your mail until it is too late.
The airline will transport you to the scheduled airport, and the delay policy above applies.
Flight Cancellations, missed flights and missed connections: Please refer to our cancellation policy.
Please report to our partner representative within one hour of your flight landing. You will find detailed instructions on your e-Ticket with directions to the meeting point. If you have trouble locating our representative please call the local emergency telephone number, which you will find on your e-Ticket.
We give an indication of the distance and driving time between transfer points at the moment of booking. This information is supplied as a guidance only and not as commitment.
The Supplier retains absolute discretion to choose the actual travel route to your destination, and it may not necessarily be the most direct route or use toll roads.
We aim to transfer passengers between 4 and 2 ½ hours prior to flight take off.
Most airline companies open their check-in desks 2 hours prior to flight take off, and close check-in 40-45 minutes prior to flight take off.
Ensure that the date, time and location on your voucher or subsequent e-mail allows you to arrive at your departure airport at least 10 minutes before the checked desk opens.
At the top of the booking form, you have an option to select 'To airport'. On selecting this option your journey will originate from the Town you select and you will be travelling to the airport of your choice.
You should provide us with the times as shown on your flight tickets, without modifying.
All pick-up times will be calculated automatically and confirmed to you on your booking voucher.
You must check the details on the voucher as soon as you receive it. Please notify us of any errors immediately as it may not be possible to make changes later. As a booking agent of the Supplier, we will forward your service booking request to the Supplier.
Please check the date, time and location on your voucher or subsequent e-mail communication from us for the pickup details of your transport service. You must ensure that the arrival time at the departure airport allows you to arrive least 10 minutes before the check-in desk opens (not closes) and under no circumstances less than two hours prior to the scheduled flight departure time.
It is advisable to book at the same time you book your flights. Most destinations are bookable up to 48 hours prior to arrival; some suppliers will accept less notice.
It is highly recommended to book as early as possible, as we occasionally have to block out certain dates and/or times due to running out of transportation vehicle availability.
Each passenger may carry one piece of baggage with a maximum weight of 20 kg (maximum combined size of 158cm) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).
Any excess baggage must be declared when you make a service booking request.
The vehicle to transport you will be adequate for the number of people travelling and luggage contracted. Any excess luggage must be declared at the time of booking.
In the event of additional vehicles being required to transport an excess of undeclared luggage, the passenger will be held responsible for covering any additional costs.
The driver will normally wait up to 60 minutes after your flight has landed before making enquiries with the airline, customs or immigration. After this procedure and if there is no sign of the passenger the driver will leave the airport.
If you are delayed in customs, immigration, baggage collection or lost luggage please call our emergency telephone or the Customer Care telephone number to ensure that your driver will wait. You will find your supplier details on your voucher.
If you foresee that you will take less time (only hand luggage) or more (reduced mobility, etc) please advise us at the same time you book.
Yes, we can cater for baby seats at certain destinations. Not all destinations have baby seats available.
When booking if the supplier and the vehicle type have the possibility to offer baby seats this option will be offered during the booking process.
Please note that transfers by mini bus or coach do not travel in a special seat.
Baby seat option is only available on Private Transfer services.
You must tell us if minors are included on your service booking request. You are obliged to use the child car seats provided, but we encourage you to bring your own for your children, as standards vary in different countries.
What's included in the price?
There are several different types of service you can book with MY CHAUFFEUR HIRE all of which are fully inclusive of all taxes, fees, gratuity, and toll road charges.
If you book an airport pick-up that includes Meet & Greet, your fare also includes flight tracking and a 60-minute waiting time calculated from the time your flight arrives. For non-airport pick-ups, we allow 15 minutes waiting time, calculated from the scheduled pick-up time.
We also offer an Economy airport pick-up service in some destinations, which allows you to keep the cost of your transfer down by removing the costs associated with the Meet & Greet service.
Amendments to your journey and special requests may incur an additional cost.
How do I pay?
By Cash directly to the drivers as well,
Currently, we accept Visa, American Express and MasterCard, as well as most major debit cards. We also accept payment via PayPal. Our online payments are handled by RMS - secure online payment system trusted.
Is it safe and secure?
Your card details will be encrypted and the connection is secured with TLS/SSL, ensuring that your card details are safe at all times.
Can I choose a currency?
Yes. On the top right-hand corner of the website, there's an option to select the currency in which you'd like to pay. You will be charged in the currency you select, not the local currency of your pick-up location.
• Name of the person that appears on credit card
• Card number, all the numbers that appear on your card
• Expiry date, when your card expires and must be renewed. Sometimes this is expressed as two digits slash two digits (xx / xx) they correspond to month / year
• Bank, the name of the bank issuing your card. Sometimes with co-branded cards you can find the name by looking on the back side of the card, where the issuing bank will be mentioned.
• CVV2 / CVC2, Sometimes it is know as CSC (Card Security Code) This is the Credit Card verification code required for all transactions. The CVV2 number can only be known by the person that is actually holding the card and is not stored anywhere. On Visa, MasterCard, Diners Club cards this number is located on the back side of the card, near the band where you sign. You should use the last three digits of the number you will find there. This is the CVV2. The exception is for American Express cards, where it is located on the front side of the card, and is a four digit number you will find on the top right hand side.
• Banking correspondence address. This is the address where you receive your bank statements. The address is also verified.
If you still have problems, please contact the issuing bank of your card, as the payment is not being authorized by your bank. Advise the bank of date and time you tried to make your booking and they will be able to advise why the operation is being rejected.
By accessing your booking on line in the "My Booking" section you can modify and cancel your booking.
When you press Cancel, we receive your cancellation request, and you will be issued an automatic e-mail advising you that we will proceed to cancel your booking in the next two working days.
Once your booking has been revised, and the cancellation processed, you will receive a second e-mail confirming your cancellation definitely.
If you can't access your booking on line, because there are less than 48 hours prior to the first booked service, please call Customer Care.
You may always view your booking and re-print your voucher by login in to My Booking.
Some e-mail may not be received due to anti-spam filters. Please check your mail client and your Internet Service Provider policies (ISP).
If you received a booking reference on screen, your booking is confirmed. Failure to receive the receipt e-mail has no bearing on the status of your booking.
If the initial (almost immediate) attempt to deliver your receipt e-mail fails, the system will continue to attempt delivery for up to 5 hours. If e-mail cannot be delivered after this time - because the address does not exist, your mailbox is full, or your mail server is not accepting mail or is unreachable - delivery attempts cease.
Around 200 e-mail receipts a week go undelivered, largely because of typing errors in the e-mail address supplied. Please enter your e-mail address carefully!
Yes, you can pay directly to the driver.
In many cases, depending on which product you purchased, you can make a change or cancellation on your own by accessing the "My Booking" section where you can make changes on-line.
You may modify your booking at any time up to 48h prior to your arrival date, simply by logging in to "My Booking" section that you may find in the top navigational menu on the web page.
Once you have logged successfully in you may modify practically all details of your booking: number of passengers, destination, hotel address, flight details and personal details.
You can also re-issue your voucher from the "My Booking" section.
If you have completed your booking and need some information, clarification on charges applied, or wish to make a complaint, you may well find the answers to your questions via these web site Help pages. If not, you can contact our Customer Relations team by contacting us by e-mail form to firstname.lastname@example.org, who will be happy to investigate and resolve your issues for you.
If you do wish to contact Customer Relations, please note that:
My Chauffeur Hire Ltd ,acts in partnership with internationally based accommodation, excursion suppliers, coach company businesses, and we will to refer to them in order to fully investigate the issues raised. We will aim to resolve your enquiry within a period of a working month, dependant on the conditions of the claim, the information received from all parties involved (allowing for a recognised period of time for all parties to respond), and would therefore ask that you to be patient until these matters can be concluded and resolved.
Once a complaint has been received, a member of the Customer Relations team will be in touch with you, either by phone, E-mail or letter to request any further information and documentation that we may require in order to resolve your enquiry effectively. With this in mind, and if you have not already done so, it would help us if you were able to forward all relevant information.
Please note that all My Chauffeur Hire Ltd,/ www.mychauffeurhire.co.uk. systems use our booking reference as our prime form of identification. It would be helpful and save time if you could ensure that this reference number and the surname of the lead passenger are clearly visible on all documents sent to us.
Preferably use our e-mail form to email@example.com at the top of the page to contact us, where your message will be tracked and dealt with as soon as we have all information collected.
If you would like to contact us by traditional mail you can may send a letter to:
My Chauffeur Hire Ltd
82 Henderson Drive
You most likely have used an unattended e-mail box.
All e-mail generated automatically at the moment of your booking is unattended. If you try to contact us by replying to one of these e-mails you will get an error message returned to you.
To contact us, please use our email form firstname.lastname@example.org available on the help page. Your questions will be queued and sent to the appropriate department.
You have full details and telephone number of your supplier on your voucher. Please call your supplier and you will be directed to your driver.
You may view and confirm your transfer at any moment.
Simply log on to “My Bookings” with your e-mail and confirmation number, and view your booking as it is currently standing with us.
We only accept bookings up to 24 hours prior to arrival.
We do not accept bookings under the 24 hour limit either by telephone.
You may like to consider booking your return journey only.
No, unfortunately we have to charge for all passengers.
Using your credit card to make purchases via our web site is a secure way to pay for your bookings- as safe as booking through our telephone reservations centre.
We have put a number of security steps in place to give you, the customer, total confidence when purchasing your airport transfers over Internet.
All sensitive information, including personal details as well as credit card information, is kept confidential through the use of our secure server software (SSL). This means that information can only be exchanged between you and us, and that no third party can access this data. The padlock symbol on your browser shows which pages are covered by this security system.
We do not retain live records of credit card information on our web servers after the transaction has been completed (i.e. you will need to enter your details each time you book over the Internet).
If you have the confirmation number; simply log on to "My Booking" and re-send yourself by e-mail your confirmation or print your booking. In the event you do not have your confirmation number contact us on our web form with the date of your travel, destination and lead name. We will re-issue confirmation to the e-mail we have on file.
We have over many years welcomed disabled travellers, providing help and assistance.
When booking, if you are travelling with a wheelchair and the destination has the option for wheelchair, it will be shown in the "Optional extras" on step number 3 of the booking process as "Foldable wheelchair , not electric" please select and continue your booking.
If you will be travelling with Motorized Foldable Wheelchairs or an Electrical Disability Scooter, these are considered as baggage, and our normal luggage allowance must be taken into account.
"Optional Extras" are only available on Private Standard Transfers.
This service is for reduced mobility passengers. Some mobility will be required from the person in the wheelchair to get in and out of the vehicle.
Specially adapted vehicles for people without mobility may be booked at some destinations, but only ON REQUEST due to the limited availability of these vehicles. We request you contact us with your travel dates prior to booking to verify availability and pricing.
The category of vehicle in which the transport service shall be provided is not guaranteed and the Supplier has absolute discretion to substitute the vehicle. Sometimes the vehicle may need to be substituted if it means that the service can be provided in circumstances where it would not otherwise be possible.
Yes, there is no problem for a BRIEF stop to collect keys (5 minutes maximum) and continue to your accommodation IN THE SAME RESORT. If the key collection point is further than your actual destination, you must book the furthest point the vehicle will have to travel.
Please note this service is not available in cities and capitals, only tourist resorts.
It is imperative we are advised at the time of booking indicating the address of the key collection office and local telephone number.
Key collection is only available for private transfers.
Once you complete your booking you will be able to access your voucher.
On the voucher you are issued complete and detailed instructions on where and how to meet your driver. You will also find local telephone numbers and our own 24 hour contact numbers.
Yes, the driver will wait. If you foresee an extended delay, please advise us at the time of booking, so we can advise your supplier.
Transportation of a much loved pet (cats and dogs only) can be a worrying experience. We are happy to cater for pets accompanying their owners.
You must have a correctly sized container to carry your pet, otherwise we may refuse travel for your pet. The following requirements must be met:
Detailed instructions on the container specifications can be found in the IATA (International Air Transport Association) Live Animals Regulations. Most pet stores and many kennels sell containers or they can be made to measure to the IATA specification.
How do I make my booking?
You will have to advise us at the same time you make your booking. You will also need to indicate the dimensions and weight of the container (container weight must include weight of your pet).
Please note normal baggage restrictions apply, and you will most likely require to book additional luggage space so we position the correct type of vehicle.
Unaccompanied Pets are not currently catered for.
Pets are transported at owners own responsibility. Any transportation to pets normally produces stress to your animal and must be taken into account if you have a very sensitive animal.
We only accept bookings up to 24 hours prior to arrival. We do not accept bookings under the 24 hour limit either by telephone.
You may like to consider booking the return leg only.
If you saw a screen with a confirmation number, we have the booking.
You should also receive an automatic e-mail. You can also log in to My Bookings to view and print your transfer details.
If you still have doubts, please contact us with the following information:
We will re-issue the e-mail confirmation for you.
Drivers are usually waiting for you at the airport 60 minutes after the flight has landed. If you do not have any luggage, please advise us so the driver will be ready for a quick exit.
All the airlines have handling agents. They will organize for any mislaid luggage at the airport to be forwarded to your resort address.
Baggage left on board the transport vehicle shall be sent to the address given to us by you in the service booking request and you shall pay any additional charges.
For arrival and departure from different airports, you should make two different single bookings.
If you leave property in a vehicle on arrival, please call the emergency number provided on your e-Ticket.
Any expense incurred in recovering your lost property is entirely your responsibility and contact must be made with the local office of our partner who are responsible for operating your service.
If you have left items behind on your return service, on your return home please email our partner, using the contact details on your e-ticket.
MY CHAUFFEUR HIRE Ltd, regrets that we cannot be held responsible for items left in our vehicles that cannot be located.
Miguel Ona Bosque
Maria Angeles Canete
Eva Maria Gonzalez