General Terms & Conditions and Policies
GENERAL TERMS & CONDITIONS
Bookings
For any bookings to pick up within 24 hours, please call us on +44 7590 566994 if you are in the UK.
Passengers are strongly advised to give enough time for their journey, especially passengers travelling to an airport.
It is a Customer/Passenger's responsibility to ensure that the information being passed to us is accurate. Please ensure you provide us with your arrival time and which day in the UK.
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Pick-ups
From home, hotel, offices and other venues 10 minutes free of charge waiting time is guaranteed.
From airports 45 minutes free of charge is guaranteed from the landing time, after that the charge will be £20 per hour.
Please note babies are counted as passengers. This is important when considering the size of the vehicle you wish to choose.
Type of vehicle
It is the passenger’s responsibility to ensure that they order the correct type of vehicle when booking their transfer in order to carry the number of passengers and luggage.
We reserve the right to refuse any passenger our services due to a passenger having excess luggage which could result in the vehicle being unsafe on the road.
We reserve the right to send you an upgraded vehicle than the one originally chosen by you if it is unavailable at that time.
Please note all our vehicles are smoke-free.
Health & Safety
- Seatbelts: All passengers must wear seat belts.
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- Passenger capacity and luggage: Our vehicles have the capacity for carrying passengers and luggage as set out below. A child counts as one passenger. Please note that individual items of luggage weighing more than 20 kg may be refused and all luggage must be placed in the boot/trunk and not on seats.
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- Saloon cars (Business and First Class): up to 3 passengers + 2 suitcases.
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- Business MPVs: up to 6-7 passengers + 5-6 suitcases.
Average suitcase sizes are 25 x 44 x 67 cm or 10 x 17 x 26 inches.
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- Animals: No animal may be carried without prior consent and this will usually be restricted to domestic animals housed securely in a suitable carrying case that is in good repair. Guide dogs and hearing dogs are welcome, provided we are given a minimum of 48 hours’ notice.
- Child seats:
(a) As a Private Hire Company the law regarding the supply of child seats applies.
(b) A request for a child seat must be made at the time of booking. While every effort will be made to fulfil a request, failure to do so does not constitute a breach of contract.
(c) If you do not request a child seat at the time of booking and wish to use your own, you will remain responsible for it and must remove it from the vehicle at the destination. You remain responsible for the storage of your child seat at the airport if you do not take it with you on your onward journey.
(d) If you use your own child seat, you remain responsible for fitting it correctly and safely in our vehicle and you must remove the child seat at the destination without damage to the interior of the vehicle.
Fitness to travel: Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers may be refused travel.
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- Damage to vehicles: If, as a result of passengers’ actions, a vehicle is damaged or soiled, the person who made the booking will be charged for restoring the vehicle and for losses incurred whilst the vehicle was unusable.
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- A strict no smoking or eating policy applies to all our vehicles.
Booking Confirmations
When you book an 'Airport Transfer' online or over the phone, you will receive a confirmation e-mail which will have all the details that you have provided us about your journey. It is your responsibility to check that the information received by us is correct. Once we have assigned a driver for your journey, you will receive another email which will contain the driver's name and phone number. You must be able to present that e-mail to your driver before you board the vehicle as failure to do so will result in the booking being forfeited.
Prices
Prices quoted are calculated taking into account the distance, time and the number of passengers travelling in a particular journey. Please note that additional charges will apply to extra services provided such, as additional pick-ups and drop-offs etc.
Payments
Payments can be made by bank transfer, debit card or credit card.
Additional Drop-offs and Pick-ups
Additional drop-offs and pickups will be charged per mile with a minimum fee of £5 per diversion.
Cancellation policy
We do not charge cancellation fees if you cancel the booking more than 24 hours before the pick-up time.
If a booking is cancelled by the Customer within 24 hours from the start of the period of hire, BritClass reserves the right to charge 100% of the fee.
In case of a no-show of the passenger after 2 hours at the airport or 15 minutes at the pick-up address, BritClass reserves the right to charge in full.
Missed flights
If the passenger misses a flight, please contact us at +44 7590 566994 so that we can immediately notify the driver. However, if the passenger wishes to take a later flight we will arrange a service for a new date and time at no extra cost.
BritClass does not accept any responsibility for missed flights for whatever reason i.e. traffic delays, accidents, breakdowns, severe weather conditions or any unforeseen circumstances.
Routes
The driver is entitled to take the route to the destination by considering the following facts: the traffic, time, road closures and diversions.
No-show
If a passenger books a private car pick up from an airport, home, hotel or other private address and fails to meet the driver after 15 minutes in the agreed area and does not make contact to inform, their status will be considered as a no-show.
No responsibilities for costs will be refunded to any passenger who does not wait for their driver.
Please call us on +44 7590 566994 if you cannot locate our driver at the appointed meeting point.
Waiting Time Charges
For pick-ups from all the airports, 45 minutes free of charge is guaranteed from the landing time, after that the charge will be £20 per hour irrespective of reason.
For pick-ups from home, hotels, offices or any other venues, we do not charge for 10 minutes from the actual booking time. Any further waiting time will be charged at £ 20 per hour irrespective of reason from the very first minute and not the 11th minute.
Flight delays are exempt from these charges.
Additional Passengers and Luggage
Additional passengers and luggage may be added with the permission of a BritClass representative to the car ordered but not exceeding the numbers per vehicle type ordered.
Additional Drop-offs and Pick-ups
Additional drop-offs and pickups will be charged on a per-mile basis or at a minimum fee of £5 whichever is greater.
Re-booking Policy
Customers can re-book their journey via phone, email or the website. You will receive the confirmation email for your booking. By law, the drivers are not permitted to take any bookings directly and therefore all the bookings must be made through the mediums mentioned above.
Amendment Policy
Customers can amend their bookings via phone or e-mail. You will receive a confirmation e-mail with the amended details. No amendments must be made with the driver directly in any case.
Liabilities
BritClass will accept no liability for any missed flights, severe traffic delays, road closures, accidents, breakdowns, extreme weather conditions or any unforeseen circumstances. If there are unpredicted traffic delays passengers are advised to arrive at the airport terminal at least 2 hours before the flight departure. The company will not be held liable if a minimum of 2 hours of check-in time is not allowed and the customer misses the flight due to this. The company will not be held responsible if the passengers do not wait for their driver and arrange an alternative transport. No refund will be given in this case. The customers are responsible for giving us their pick up 'IN THE UK'.
BritClass uses its vehicles but may use third-party companies too.
LOST PROPERTY POLICY
1. Purpose
This policy outlines procedures for handling lost property found within company vehicles, at dispatch offices, or reported by drivers. The aim is to ensure the safekeeping and return of lost property to rightful owners while complying with relevant regulations.
2. Definitions
Lost Property: Any item inadvertently left behind by a passenger in a company vehicle, at a dispatch office, or reported by a driver.
Driver: Any individual licensed to operate a taxi vehicle for BritClass.
Passenger: Any individual transported by BritClass.
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3. Driver Responsibilities
- Immediate Reporting: Drivers must immediately report any lost property found in their vehicles to the dispatch office.
- Safekeeping: Drivers are responsible for the safekeeping of lost property until it is collected by the dispatch office.
- Passenger Notification: If possible, drivers should attempt to contact the passenger to inform them of the lost item.
- Inventory: Drivers must accurately record details of found property (e.g., type of item, approximate value, location found).
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4. Dispatch Office Responsibilities
- Property Log: Maintain a detailed log of all lost property received, including:
- Date and time of receipt
- Description of the item
- Location where the item was found
- Driver's name
- Passenger information (if possible)
Safekeeping: Lost property is stored in a secure location until its return to the passenger.
Passenger Contact: We will attempt to contact passengers to arrange for the return of their property. We use the passenger’s contact information from booking records.
Holding Period: BritClass will hold lost property for 30 days.
Unclaimed Property: After the holding period expires, unclaimed property may be disposed of according to company policy and local regulations. This may include a donation to a charity or proper disposal.
Record Keeping: Maintain accurate records of all lost property received, held, and disposed of.
5. Passenger Responsibilities
Passengers are responsible for ensuring they have all their belongings before exiting the vehicle.
If a passenger realises they have left an item behind, they should immediately contact BritClass to report the lost item.
Passengers should provide as much detail as possible about the lost item and the date and time of travel.
6. Complaints
Passengers may file complaints regarding the handling of lost property. All complaints will be investigated promptly and fairly.
7. Policy Review
This policy will be reviewed periodically to ensure its effectiveness and compliance with all relevant regulations.
DISCIPLINARY POLICY
BritClass disciplinary procedure is as follows:
1. Purpose: we want to ensure passenger safety, maintain professionalism, and comply with regulations.
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2. Violations: are based on:
- Safety: Reckless driving, vehicle maintenance neglect, passenger harassment.
- Professionalism: Rude or discriminatory behaviour, refusal of service without a valid reason, overcharging.
- Regulations: Operating without a valid licence, violating fare rules, and using unauthorised vehicles.
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3. Disciplinary Actions:
- Verbal Warning: For minor first-time offences.
- Written Warning: For repeated minor offences or more serious first-time violations.
- Suspension: For serious offences or repeated violations.
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4. Investigation:
Complaints are thoroughly investigated with evidence.
Drivers have the right to respond to allegations.
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5. Appeals:
A driver may appeal disciplinary decisions through a formal process.
DRIVER TRAINING POLICY
1. Purpose
This policy outlines the training requirements for all taxi drivers contracted by BritClass. The aim is to ensure driver safety, and passenger safety, and provide high-quality customer service.
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2. Scope
This policy applies to all current and prospective taxi drivers driving for BritClass.
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3. Training Objectives
Safety:
- Defensive driving techniques
- Road safety awareness (e.g., hazards, blind spots)
- Emergency procedures (e.g., accidents, medical emergencies)
- Passenger safety measures (e.g., child restraints, wheelchair accessibility)
- Customer Service:
- Passenger communication and etiquette
- Handling passenger requests and complaints professionally
- Assisting passengers with special needs
- Knowledge of local routes and points of interest
- Legal and Regulatory Compliance:
- Local traffic laws and regulations
- Licensing requirements and regulations
- Data protection and passenger privacy
- Fare structures and regulations
- Vehicle Maintenance:
- Basic vehicle checks and maintenance
- Identifying and reporting vehicle defects
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4. Training Methods
Training methods may include:
- Classroom Training
- Lectures and presentations
- Interactive workshops and discussions
- Use of audiovisual aids (e.g., videos, presentations)
- On-the-Job Training
- Observed driving assessments
- Practical application of learned skills in real-world driving scenarios
- Mentoring and coaching
- Online Learning
- E-learning modules on relevant topics
- Access to online resources and information
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5. Training Records
- Maintain accurate records of all driver training activities, including:
- Training dates and duration
- Topics covered
- Instructor names
- Driver attendance and performance
- Assessment results (if applicable)
- Make training records readily available for review by licensing authorities or other relevant bodies.
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6. Refresher Training
- Conduct regular refresher training sessions to ensure driver knowledge and skills remain up-to-date.
- The frequency of refresher training will be determined based on local regulations and company requirements.
- Topics may include changes to local traffic laws, updated safety procedures, and customer service enhancements.
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7. Driver Evaluation
- Conduct regular performance evaluations to assess driver knowledge, skills, and adherence to company policies.
- Evaluations may include:
- Driving assessments
- Customer feedback analysis
- Compliance with company policies and procedures
- Use evaluation results to identify areas for improvement and provide targeted training.
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8. Policy Review
This policy will be reviewed and updated periodically to ensure it remains current, effective, and compliant with all relevant regulations.
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9. Compliance
All drivers are expected to comply with this training policy. Failure to comply may result in disciplinary actions.
CUSTOMER SERVICE POLICY
1. Purpose
This policy outlines the standards of customer service expected of all BritClass drivers. The aim is to provide exceptional service to all passengers, ensuring their safety, comfort, and satisfaction.
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2. Scope
This policy applies to all interactions with passengers, including:
- Phone inquiries
- Face-to-face interactions
- Email communications
- Text message communications
- Social media interactions
- All aspects of passenger transportation
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3. Customer Service Principles
- Professionalism: All interactions with passengers must be conducted with courtesy, respect, and professionalism at all times.
- Safety: Passenger safety is paramount. Drivers must prioritise safe driving practices and adhere to all relevant safety regulations.
- Reliability: BritClass strives to provide reliable and punctual service to all passengers.
- Accessibility: BritClass is committed to providing accessible services to all passengers, including those with disabilities.
- Communication: Clear and effective communication is essential. Drivers must keep passengers informed of any delays or unforeseen circumstances.
- Resolution: Complaints and concerns will be addressed promptly and fairly.
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4. Driver Responsibilities
- Presentation: Maintain a professional appearance and ensure the vehicle is clean and presentable.
- Communication: Greet passengers courteously and maintain polite and respectful communication throughout the journey.
- Assistance: Assist passengers with luggage and provide any necessary assistance, such as helping elderly or disabled passengers.
- Navigation: Plan routes efficiently to minimize travel time and ensure passenger comfort.
- Safety: Adhere to all traffic laws and regulations. Drive defensively and prioritize passenger safety at all times.
- Complaints: Address passenger concerns professionally and attempt to resolve issues on-site whenever possible.
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5. Dispatcher Responsibilities
- Professionalism: Answer phone calls and emails promptly and courteously.
- Accuracy: Accurately record booking information and provide accurate fare estimates.
- Communication: Keep passengers informed of the status of their booking and any potential delays.
- Problem-solving: Effectively address passenger inquiries and resolve any booking issues.
- Accessibility: Ensure accessibility for passengers with disabilities when booking and dispatching vehicles.
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6. Office Staff Responsibilities
Professionalism: Respond to customer inquiries promptly and professionally via email, phone, or other channels.
Accuracy: Process bookings accurately and efficiently.
Communication: Keep passengers informed of any changes or updates to their bookings.
Complaint Handling: Investigate and resolve customer complaints promptly and fairly.
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7. Customer Feedback
BritClass actively seeks and encourages customer feedback. Feedback mechanisms include:
- Customer surveys
- Online reviews
- Passenger comments
- Complaint forms
- Customer feedback will be analyzed and used to continuously improve customer service.
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8. Training
All BritClass drivers will receive ongoing training on customer service principles, including:
- Communication skills
- Conflict resolution
- Customer service best practices
- Disability awareness
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9. Policy Review
This policy will be reviewed and updated periodically to ensure its effectiveness and compliance with all relevant regulations.
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10. Compliance
All BritClass employees are expected to adhere to this customer service policy. Failure to comply may result in disciplinary action.
This policy provides a framework for providing exceptional customer service. By adhering to these principles, BritClass aims to build strong customer relationships and maintain a positive brand image.
Disclaimer: This policy is for informational purposes only and does not constitute legal advice.
DISABILITY AWARENESS POLICY
1. Purpose
This policy outlines BritClass' commitment to providing accessible and inclusive transportation services for all passengers, including those with disabilities.
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2. Scope
This policy applies to all aspects of BritClass operations, including:
- Booking and Dispatch
- Driver training and recruitment
- Vehicle accessibility
- Customer service
- Complaint handling
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3. Commitment to Accessibility
BritClass is committed to:
- Providing equal access to transportation services for all passengers, regardless of disability.
- Complying with all relevant disability legislation (e.g., Equality Act 2010).
- Making reasonable adjustments to ensure passengers with disabilities can access and use BritClass services.
- Promoting a culture of inclusivity and respect for all passengers and employees.
4. Driver Training
- Disability Awareness Training: All drivers will receive training on:
Understanding and respecting the needs of passengers with disabilities.
- Safe and appropriate assistance for passengers with disabilities (e.g., wheelchair assistance, guide dog assistance).
- Communication strategies for effectively interacting with passengers with disabilities.
- Awareness of different types of disabilities and their potential impact on passenger travel.
- Accessible Vehicle Operation: Drivers of accessible vehicles will receive specific training on:
- Safe and efficient operation of wheelchair ramps and lifts.
- Securing wheelchairs and other mobility aids.
- Assisting passengers with disabilities to enter and exit the vehicle.
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5. Vehicle Accessibility
- Accessible Vehicles: BritClass does not regularly maintain a fleet of accessible vehicles, but, whenever required by the customer, will look for accessible vehicles through third-party companies.
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6. Booking and Dispatch
Dispatchers will consider the specific needs of passengers with disabilities when assigning vehicles and drivers.
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7. Customer Service
Respectful and Inclusive Service: All employees will treat passengers with disabilities with respect, dignity, and courtesy.
Assistance: Drivers will provide appropriate assistance to passengers with disabilities as needed, within their capabilities.
Communication: Clear and effective communication will be maintained with passengers with disabilities throughout the journey.
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8. Complaints Handling
Accessible Complaint Procedures: Passengers with disabilities will have access to accessible complaint procedures, including:
- Easy-to-understand complaint forms.
- Alternative communication methods (e.g., email, text message).
- Assistance from support staff in filing complaints.
- Prompt and Fair Resolution: All complaints will be investigated promptly and fairly.
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9. Policy Review
This policy will be reviewed and updated regularly to ensure its effectiveness and compliance with all relevant legislation and best practices.
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10. Compliance
All BritClass drivers are expected to adhere to this disability policy. Failure to comply may result in disciplinary action.
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Disclaimer:
This policy is for informational purposes only and does not constitute legal advice.
BritClass is committed to continuous improvement in its accessibility services and will strive to meet the evolving needs of passengers with disabilities.
This policy provides a framework for providing accessible and inclusive transportation services for all passengers with disabilities. By adhering to these principles, BritClass aims to create a more inclusive and welcoming environment for all.
COMPLAINTS POLICY AND PROCEDURE
1. Purpose
This policy outlines the procedures for handling customer complaints received by BritClass. The aim is to:
- Resolve customer concerns promptly and fairly.
- Identify areas for improvement in service delivery.
- Maintain a positive customer experience.
- Comply with all relevant regulations.
2. Scope
This policy applies to all complaints received from passengers regarding any aspect of BritClass services, including:
- Driver behaviour
- Vehicle condition
- Booking and dispatch issues
- Fare disputes
- Accessibility issues
- Lost property
- Complaints about company policies
3. Complaint Channels
Customers may submit complaints through the following channels:
- Phone: By contacting the BritClass dispatch office directly.
- Email: By sending an email to [email protected]
- Post: By sending a letter to [Company Address]
- Online: Through the BritClass website or mobile app (if applicable)
- In-person: By submitting a complaint form at the BritClass office (if applicable)
4. Complaint Handling Procedure
Step 1: Acknowledgement
All complaints will be acknowledged within 24 hours of receipt.
Acknowledgement may include:
- Confirmation of receipt of the complaint.
- A summary of the complaint.
- An estimated timeframe for resolution.
Step 2: Investigation
The complaint will be thoroughly investigated.
This may involve:
- Reviewing relevant documentation (e.g., booking records, driver logs, CCTV footage).
- Interviewing the driver involved (if applicable).
- Contacting the passenger to gather further information.
Step 3: Resolution
Based on the investigation findings, BritClass will:
- Apologise to the passenger for any inconvenience caused.
- Take appropriate corrective action, which may include:
- Issuing a refund or compensation.
- Providing a discount on future bookings.
- Disciplinary action for drivers who have violated company policies.
- Implementing changes to company procedures to prevent similar issues in the future.
- The resolution will be communicated to the passenger in writing.
Step 4: Closure
Once the complaint has been resolved to the passenger's satisfaction, the complaint file will be closed.
A record of the complaint and its resolution will be maintained for future reference.
5. Confidentiality
All customer information and complaint details will be treated confidentially by data protection regulations.
6. Escalation
If a passenger is not satisfied with the initial resolution, they may escalate the complaint to a senior manager.
7. Policy Review
This policy will be reviewed and updated periodically to ensure its effectiveness and compliance with all relevant regulations.
8. Compliance
All BritClass drivers are expected to be aware of and adhere to this complaints policy.
BritClass is committed to resolving any complaints within 72 hours. If we cannot or do not resolve it to your complete satisfaction, you can also contact the South Cambridgeshire Council Taxi Licensing Department:
Website: www.scambs.gov.uk
Email: taxis@scambs.gov.uk
Phone: 03450 450 063
