A little clarity,
before you travel.

A request describes the journey you want. Check the proposed route, date, time, vehicle and passenger requirements, then follow the confirmation instructions before relying on a collection.

Submitting a journey request through your personal account saves the details for review. Saving a request or accepting a quote does not reserve a chauffeur or take a payment. Your journey needs separate confirmation from ASCEND.

Explore London journeys and onward travel within the UK, including airport, station, hotel and cruise connections. Prepare the full route, local collection time and passenger requirements.

A place appearing in a guide or address suggestion does not confirm availability for a particular journey. The actual arrangement needs confirmation.

Start typing a place name, street address or postcode in Pickup, Destination or an added stop. Suggestions begin after you type; an empty field does not open an airport list. Compare the place name, address and locality before choosing a result.

If a useful suggestion is unavailable, enter the full address manually. Check the building name or number, street and postcode before continuing.

A postcode can cover several addresses. Add the full building name or number and street, then identify the entrance, reception or meeting point you intend to use.

Hotels and stations can have more than one entrance. Keep your street address and meeting instructions distinct, and check the relevant location guide when preparing the journey.

Enter the travelling passenger’s details separately from the organiser’s. Include the country dialling code and a number where the passenger can be reached in the UK, recognisable pickup-sign wording and the practical requirements for the journey.

Make clear who is authorised to approve changes and share the agreed itinerary with the traveller. Entering these details in the review website does not send a message to the passenger.

Use the UK collection date and London time shown in the journey form, using the 24-hour clock. For example, if an overnight flight leaves overseas on Monday and arrives in London on Tuesday morning, use the Tuesday arrival date and check the requested collection time separately. Check the date particularly carefully around midnight.

Include any fixed flight, train, sailing or appointment deadline when preparing the itinerary. Arrival at an airport or station is only part of the connection: check the carrier’s check-in, security and boarding requirements too.

Airport journeys are prebooked. Choose the collection date and time for your airport trip. ASAP is limited to eligible London city journeys and does not apply to airport travel, including London City Airport.

Leaving a flight number blank does not turn an airport request into an immediate pickup.

Choose the commercial airport in Pickup or Destination. Its terminal options appear separately below that location, so you can select the terminal that matches your travel details.

Check your airline or airport information before travel. An airport name alone does not identify the correct terminal.

Select the named private aviation location or handling terminal. Its aircraft details appear below the selected location, separately from the commercial terminal options.

Prepare the aircraft tail number, handling location and PPR or other reference where applicable. Confirm the actual passenger entrance and ground-handling instructions for the journey; a private terminal selection does not establish airside access.

Provide the flight number if available and the local arrival date. If you do not yet know the flight number, use the form’s option to provide it later and keep the airport, terminal and collection plan clear.

If the lookup does not find your flight, keep the flight number you know and check the airport, terminal, local date and requested pickup time yourself. An unavailable match does not change the trip to ASAP or confirm a different collection.

For private aviation, use the relevant aircraft and handler details. A flight lookup or example shown in this review is not a confirmed collection arrangement.

Landing, leaving the aircraft, passing border checks and collecting luggage happen at different times. Allow for your party’s practical needs when preparing the requested collection time.

If the flight is rebooked, cancelled or diverted, the date, airport or terminal may change too. Review the complete collection arrangement and follow the contact instructions in the actual booking confirmation. Airport arrivals include 60 minutes of waiting from verified actual landing. Any extra waiting is charged only at the rate agreed in your quote. If the flight or actual landing cannot be verified, agree the collection and waiting terms with the team first; scheduled or estimated arrival does not start a charge.

They can be different. Passenger meeting instructions may identify an arrivals area, while the vehicle must collect from a permitted location elsewhere.

Follow the terminal and meeting instructions in your booking confirmation. A map pin by itself does not tell you where the passenger and chauffeur have agreed to meet.

Enter wording that the travelling passenger will recognise. For a guest, check their preferred name or other agreed sign wording.

Keep the sign concise and avoid unnecessary personal information. Confirm the meeting arrangement alongside the terminal and passenger contact details.

Use “+ Add stop” below Destination, on the right. Add each place in the order you want to visit it. The control remains available after an addition, so you can keep building the itinerary.

Check every address and remove any stop you do not need. Include the expected time at each place when discussing the plan. Added stops form one itinerary; their price and final arrangement need review.

Add stops when you have a route with specific places to visit. Choose Hourly hire when you need a vehicle arranged for a period around an agreed itinerary and mileage allowance.

Plan the time at each appointment and the return journey as well as the drive. An added stop does not create an allowance of free waiting or reserve another vehicle.

No. Stops describe the places visited by one itinerary. Several vehicles need separate passenger allocations and clearly agreed collection arrangements.

Prepare the total number of people, the luggage, collection times and who travels together. Keep each vehicle’s journey and passenger contact clear before relying on a multi-vehicle arrangement.

Business Class / Mercedes-Benz E-Class carries up to four passengers. First Class / Mercedes-Benz S-Class carries up to three. XL Class / Mercedes-Benz V-Class carries up to six. The chauffeur is counted separately.

Count every adult and child, then consider the luggage and any equipment together with the seating. The guide illustrates arrangements; the actual vehicle and complete load determine fit.

Open “View seating & luggage” for the selected class. Choose a passenger count to see the seating arrangement, or open Boot & luggage and select a combination to see the cases change position.

Each class has its own illustrations. Include hand luggage, garment bags and any extra items, rather than counting only the largest cases. The examples are guidance, not a guarantee that every bag shape will fit.

Measure the outside height, width and depth, including wheels and handles. Use the size guide’s metric and imperial views to compare the reference dimensions with your own cases.

Size names vary between manufacturers. A “large” case label does not establish its dimensions, and the vehicle guide is not an airline baggage allowance.

Include the item type, dimensions and whether it folds, along with the full passenger and luggage list. Explain the practical boarding or transfer assistance needed so the actual vehicle arrangement can be checked.

Space for a folded wheelchair is different from travelling while seated in a wheelchair. A larger vehicle or an illustration does not confirm specialist access, equipment or assistance arrangements.

Count each child in the passenger total and include any pushchair or other equipment in the luggage list. Describe the child-restraint requirement before agreeing the vehicle arrangement.

Check the suitable restraint, who provides it and the fitting arrangements for the actual journey. Selecting a vehicle class or writing a request does not confirm that equipment has been provided.

Keep the original journey reference and state exactly what should change: route, stop order, time, vehicle or passenger requirements. Review the revised arrangement and any additional amount separately from the amount already accounted for.

A changed route or timing that still needs review is not an accepted amendment. Cancellation, waiting, refunds and any claim following a disrupted journey depend on the applicable terms and circumstances.

Keep the confirmed reference, local date and collection time, terminal or exact entrance, meeting instructions, destination and agreed contact route. Check the chauffeur and vehicle identification supplied for the actual journey, including any replacement details.

If someone else organised the trip, make sure the traveller has the details needed at collection. A vehicle-class selection is not a chauffeur assignment; the review website does not send live assignment notifications.

Use the journey contact shown in your actual booking confirmation. Have the reference, agreed time and meeting point ready, and explain your current location or the change you need. For an item left behind, note the journey and a description that identifies the item.

If our chauffeur fails to attend and we do not provide your agreed journey, we will refund the full fare you paid for that journey.

This private review website does not contact a chauffeur or send a service report. It cannot provide live journey assistance. In an immediate emergency in the UK, call 999.