Frequently Asked Questions

You can book a ride with us via our dedicated phone line or online booking system, both of which are available 24/7.

We will need information such as your pickup location, destination, and any additional requirements you may have.

We use a fleet management system that tracks the location of our vehicles and assigns the closest available driver to your booking based on your needs and location.

Yes, both you and your driver can track the journey in real-time using our live tracking system.

We accept a variety of payment methods, including credit/debit cards, online payments, and cash.

We have a dedicated customer service team that is available 24/7 to handle any inquiries or issues that may arise. You can reach us via our phone line or online chat.

All of our drivers are TfL licensed and have undergone a thorough background check. We also have safety measures in place, such as live tracking and in-app emergency assistance, to ensure the safety of our passengers.

Complaints can be made in writing or by telephone to our customer service team. We provide a dedicated contact email and phone number for customers to use.

Our customer service team, including a special complaints handler, is responsible for managing and resolving complaints.

We will acknowledge receipt of the complaint within 24 hours of receipt and provide a response within 14 days. If we are unable to provide a full response within 14 days, we will inform the complainant of the reason for the delay and the expected timeline for providing a full response.

If the complainant is not satisfied with our response, they can request that the complaint be escalated to a senior member of staff. We will provide contact details for the senior member of staff responsible for handling escalated complaints.

If the complaint cannot be resolved to the satisfaction of the complainant, they may wish to escalate it to TfL. We will provide the complainant with TfL’s contact details and any other relevant information they may require.

Yes, we will report all complaints to TfL on a quarterly basis. This will include details of the nature of the complaint, how it was resolved, and any actions taken to prevent similar complaints from occurring in the future.

Yes, we maintain records of all complaints received and how they were resolved. These records will be made available to TfL upon request.

If you lose an item in one of our vehicles, please inform our driver as soon as possible. The driver will check their vehicle for the missing item, and if found, will arrange to return it to you at a convenient location. If the item is not found, you can report the lost item to Royal Vip Cars Ltd. Our customer service team will record the details of the lost property, and we will make every effort to identify the owner and return the item to you as soon as possible.

If your lost item is not found within 24 hours, we will work with the driver to locate the item and arrange for its return to you. If the item is still not found, it will be stored in a secure facility for a period of 30 days. During this time, you can arrange to collect the item or have it shipped to you at your expense.

If your lost item is not claimed within 30 days, it will be disposed of in a responsible and environmentally friendly manner.

We provide our drivers with training on how to handle lost items and how to store them securely until they can be returned to the customer. We also maintain a record of all lost items and their associated claims to ensure that they are dealt with in a timely and professional manner.

If lost property is not claimed within 30 days, we will attempt to contact the owner using the contact information they provided when reporting the lost property. If we are unable to reach the owner or if the owner does not claim the lost property within 30 days, we will dispose of the lost property in a responsible and environmentally friendly manner.

Royal Vip Cars provides multiple means of contact during operating hours. Passengers can book a journey online through our website, which requires them to provide their contact details, including a telephone number and email address. A customer service representative will be available during the booking process to answer any questions or concerns. We also send a confirmation email and SMS message to passengers containing the driver’s contact number, and our customer service team is available to take phone calls.

If you need to contact us outside of operating hours, you can leave a voicemail message on our customer service team’s phone number. We will respond to all voicemail messages as soon as possible during operating hours.

Yes, we send an SMS message to passengers containing the driver’s contact number. Passengers can contact the driver directly if necessary.

Once a booking is confirmed, we will send a confirmation email to the passenger containing the details of the journey, including the vehicle registration number, driver name and contact number, and the pick-up and drop-off locations.

A customer service representative will be available during the booking process to answer any questions or concerns.

Yes, our drivers are instructed to provide their contact number to the passenger when they arrive to pick them up. This enables the passenger to contact the driver directly if necessary.

To comply with TfL’s regulations, our company provides passengers with an accurate fare estimate or fare quoted for the journey before the commencement of each journey. Our advanced fare estimation system calculates the fare based on the distance and time of the journey, as well as any additional charges such as airport pickup fees or congestion charges. Passengers will be provided with the fare estimate or fare quoted at the time of booking, and this information will be included in the booking confirmation details that we provide to them.

For customers, we offer a flexible cancellation policy which allows them to cancel their booking up to 2 hours prior to the pickup time, without incurring any cancellation fees. If the cancellation is made less than 2 hours prior to the pickup time, a cancellation fee of up to 50% of the total fare may apply. For drivers, we require that they give us at least 24 hours’ notice if they need to cancel a booking. If a driver cancels within 24 hours of the pickup time, they will be subject to a cancellation fee and may also be suspended from our platform if this becomes a recurring issue. As the operator, we reserve the right to cancel a booking if we deem it necessary to do so. In such cases, we will inform the customer as soon as possible and offer them an alternative solution, such as a refund or a rebooking. In the event of a cancellation, we will take appropriate action to ensure that the customer is informed and refunded as soon as possible. We believe that clear communication and fair policies are key to providing a positive experience for all parties involved.

To comply with TfL’s regulations, Royal Vip Cars provides passengers with an accurate fare estimate or fare quoted for the journey before the commencement of each journey. To achieve this, we have implemented an advanced fare estimation system in our booking system. The system calculates the fare based on the distance and time of the journey, as well as any additional charges such as airport pickup fees or congestion charges. We regularly review and update our fare estimation system to ensure accuracy and compliance with TfL’s regulations. Passengers will be provided with the fare estimate or fare quoted at the time of booking, and this information will be included in the booking confirmation details that we provide to them. This will allow passengers to make informed decisions about their journey and ensure transparency in our pricing. Royal Vip Cars is committed to providing accurate and transparent pricing information to passengers in compliance with TfL’s regulations. We will continue to monitor and update our fare estimation system to ensure accuracy and compliance.

Thank you for your inquiry regarding the cancellation options available to customers, drivers, and operators after a booking has been accepted by Royal Vip Cars. We understand that circumstances may arise that could require a cancellation, and we aim to make the process as easy and transparent as possible. For customers, we offer a flexible cancellation policy that allows them to cancel their booking up to 2 hours prior to the pickup time, without incurring any cancellation fees. However, if the cancellation is made less than 2 hours prior to the pickup time, a cancellation fee of up to 50% of the total fare may apply. For drivers, we require that they give us at least 24 hours’ notice if they need to cancel a booking. If a driver cancels within 24 hours of the pickup time, they will be subject to a cancellation fee and may also be suspended from our platform if this becomes a recurring issue. As the operator, we reserve the right to cancel a booking if we deem it necessary to do so. This may occur if we are unable to provide a driver for the requested pickup time or if we suspect that the booking is fraudulent or in violation of our terms and conditions. In such cases, we will inform the customer as soon as possible and offer them an alternative solution, such as a refund or a rebooking. In the event of a cancellation, we will take appropriate action to ensure that the customer is informed and refunded as soon as possible. We will also make efforts to rebook the customer with another driver if necessary. If the customer chooses to cancel a booking and is subject to a cancellation fee, we will deduct the fee from any refund due and process the refund accordingly. We believe that clear communication and fair policies are key to providing a positive experience for all parties.

1. Driver background checks: We conduct thorough background checks on our drivers to ensure that they have a clean driving record and no criminal history.
2. Driver training: We provide our drivers with training on safety, defensive driving, and customer service. This training includes topics such as how to handle difficult passengers, how to respond to emergencies, and how to maintain a safe driving distance from other vehicles.
3. Vehicle safety checks: We implement regular safety checks on our vehicles to ensure that they are in good working condition. This includes checks on brakes, tires and other components.
4. GPS tracking: We may use GPS tracking to monitor the location of our vehicles in real-time. It helps ensure that drivers follow efficient and safe routes and provides a way to locate vehicles in case of an emergency.
5. Emergency procedures: We have emergency procedures in place in case of an accident, breakdown, or other emergency situation. These procedures include instructions for drivers and passengers on what to do and how to contact emergency services if necessary.
6. Passenger feedback: We value passenger feedback as it helps us improve our safety and security policies and procedures.