We aim to be on time.

How we keep you on time

1. We track your flight. Give us the flight number and we move your collection time if the flight is early or late, with no delay surcharge. Airport pickups include 60 minutes of free waiting from your flight's actual landing time.
2. Your driver is reminded before every job. They get a prompt before the pickup (earlier for airport and meet-and-greet jobs), and the journey is on our dispatch board until it is complete.
3. You can see it happen. Your journey link shows your driver's name and, once they are on the way, their position and an estimated arrival time.
4. If we expect to be late, you hear from us first. We will message or call you as soon as we reasonably can, with a new estimated arrival time, so you are not left to chase.

What can still go wrong

We plan for ordinary traffic; that is our job. But a sudden road closure, an accident ahead, a police or security incident, a severe weather warning or a strike can still delay a journey. We tell you as soon as we reasonably can.

You can help too: give us the exact pickup address, a phone number that is switched on, and tell us about any change at least 2 hours before pickup.

If we are late

If your driver is not there when you expect them, call the number in your confirmation straight away, so we can fix it while you are still waiting.

Afterwards, if you want to tell us what happened, send your booking reference through the contact form or by email to admin@p5chauffeurs.co.uk. We will look into it and tell you what went wrong. Where it was our fault, we will put it right as far as we reasonably can.

If we cannot provide your journey

If no driver arrives, or we tell you we cannot cover your booking, we try to arrange another vehicle at the fare you agreed. If we cannot, we refund that journey in full to the card you booked with.

This page says what we aim to do. It is a promise of effort, not a guarantee, and it does not promise compensation for a late arrival. It does not take away or limit your legal rights: if a journey is not carried out with reasonable care and skill, you may be entitled to remedies by law, including a price reduction. It is separate from the cancellation and refund policy. Last revised 26 October 2026.