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FAQs


What happens if my flight is delayed?

We will regularly check your flight information to make sure that we stay informed, as this will cut down on the cost of waiting time and car parking charges. If for any reason you incur a delay at customs, waiting time is charged at a per hourly rate pre agreed between SCP and yourself.

How long before my flight should I arrive at the terminal?

Usually around 2-3 hours prior to your flight unless you are on a domestic flight. We would always advise that you check with the airline as they can give you more accurate information

Does my quote include tolls and parking charges?

No, on your final invoice the charges will be added but are kept to a minimum

What happens if my flight details change?

Please call or email the office to update us with your new details

How long does it take to get from Gatwick to Central London?

It will take around 80 minutes depending on the time of day and traffic conditions.

How long does it take to get from Heathrow airport to Central London?

IT will take around 60 minutes depending on the time of day and traffic conditions.

What do I do if my flight is seriously delayed and I do not have new flight details?

Please email or call the office to let a member of staff know.

If my flight arrives early, will my chauffeur be there?

Yes we regularly monitor your flight so if there are any early arrivals or delays we will know about it.

How will my chauffeur greet me at the airport?

Once you have passed through customs your chauffeur will be there waiting in company uniform with a handheld sign with your name on it. Beforehand if we have been given enough notice we will send a picture of the chauffeur over to you along with his contact details. This makes the greeting process easier as rather than just looking for a board amongst many you will also know what the chauffeur looks like.

Will my chauffeur look smart and wear a suit?

Yes. All of our chauffeurs will be in a black suit, white shirt, bespoke company tie, chauffeur peaked hat and black driving gloves.

Will my chauffeur take our luggage?

Yes, again this is a fundamental part of chauffeuring. The client will always carry luggage unless the client has explicitly advised that he does not want the chauffeur to.

Will my chauffeur open the doors for passengers?

Yes, this is a fundamental part of chauffeuring- looking after the client. This is the most professional way in chauffeuring also it makes it a lot safer for the passengers as depending on the vehicle will depend on how the doors open and the weight of the door.

Will my chauffeur use a mobile phone whilst they are driving

No, this is against the law in the UK.

Will my chauffeur talk to the passengers?

No, other than to greet the client. We believe that the chauffeur should speak when he is spoken to. If the client wants to have a conversation with the chauffeur, the chauffeur will happily engage in dialogue.

Will my chauffeur respect my privacy and confidentially?

Yes, absolutely. The chauffeur has a non-disclosure agreement with Smart City Prestige. What the chauffeur sees and or hears once he/she is with you will never leave the car. Confidentiality is absolutely key to us.

Will the chauffeur drive gently and considerately?

Yes, when we train our chauffeurs one of our core focuses is comfort. You can never be comfortable in a vehicle that is being thrashed around on the streets of London.

Will the chauffeur drive in excess of speed limits?

No, this is expressly forbidden. The chauffeur will always remain within the required speed limit.

I am travelling with a baby/young child do you provide a baby/booster seat?

Yes, we can provide either for you upon request. We would put the seat in the vehicle for you, however the responsibility is on the client to fit the seat properly and make sure the baby/child is secure. This is a free service.

When do I have to pay for my booking?

At the initial point of booking your vehicle we will take a 25% deposit from you to secure the booking. The remaining balance is taken on the day of the hire.

Do young children/babies count as passengers?

Yes.

Can we open an account with you?

Yes, however you would need to spend £10,000.00 with us before you are eligible to be able to open an account.

How early do I have to book?

We have taken reservations an hour before the journey is set to begin. We advise that you book a vehicle as soon as you have your travel details.

How can I book?

You will have to either call the office on 0207 792 1191 or email the office enquiries@smartcityprestige.com

Can I be notified when my vehicle arrives?

Yes, we would ask the chauffeur to contact you as soon as he arrives, provided we have been given contact details for the client whether it be mobile or email address.

How much luggage will the vehicle fit?

If you head over to our fleet page and select the model you are enquiring about it will supply you to all relevant information about the vehicle. This will include how many passengers the vehicle can seat along with how much luggage you can fit in the boot.

Do you have in car entertainment?

Yes depending on what vehicle you have selected.

Can I choose a colour of the vehicle?

Yes, most of our vehicles are either black or silver. We do have vehicles available in other colours, however this is subject to availability.

Can I eat or drink in your vehicle?

We will provided bottle water for you, however eating in the vehicle is expressly forbidden. We do allow you to drink other drinks in the vehicle however any spillages you will be billed for the full price of the valet.

Can I smoke in the car?

Smoking in any of our vehicles is expressly forbidden and could result in the hire being terminated effective immediately.

How old are your vehicles?

All of our vehicles are less than 3 years old. We regularly update our fleet to give our clients the best cars as and when they are released.

Will the car have wifi?

Yes, please ask the chauffeur to assist you in setting this up. He will provide you with wifi name and password so you are able to use the wifi if and when you please.

Will I be able to charge my phone in the vehicle?

Yes, we have in car chargers that are compatible with all phones.

Will the vehicle have umbrellas in?

Yes, all vehicles have a large heavy duty umbrella situated in the boot of the vehicle. Depending on the vehicle and model some vehicles have umbrellas in the door shuts.

Will my vehicle be safe?

Yes. A lot of our vehicles on fleet are less than two years. Once one of our vehicle reaches 2 years old we MOT the vehicle to make sure that the vehicle is safe. We also service the vehicles as soon as they need to. Oil, coolant and tyre pressure are checked every two days to make sure that it is in accordance with the specific model that is in question.

Will my vehicle be clean?

Yes, this absolutely essential. The vehicle will not leave our showroom unless the vehicle has under taken a vehicle condition report. On this report we check many things, one of those items on the list is whether the vehicle is clean or not.

Can I put a car seat in the vehicle?

Yes, however we ask that you inform the office beforehand so that we can provide protection for the seat. If you ask the chauffeur on the day we will not be able to facilitate the car seat.

Can I view the vehicle before I book?

Yes, of course we encourage all of our clients to come to our show room to inspect our cars. We ask that you arrange an appointment so we can make sure that the vehicle is available and there is a member of staff available to show you the vehicle. Our show room is located in Battersea SW8.

What happens if I need to change the timing of my booking the night before?

Please ring the mobile number on our website as that is our out of hour’s number. The number is 07931 538 319

Can we smoke in the car?

No, all of our vehicles are strictly non-smoking vehicles.

Can we eat in the car?

Eating in the vehicle is expressly forbidden. Any spillage in the vehicle the client will be charged for a full valet.

What happens if the vehicle I have booked for my wedding is in an accident and is no longer available for my special day?

There are various solutions to this problem. A) We would try our hardest to find you another like for like vehicle. B) Upgrade the client in to another vehicle we have available for the same price. C) Terminate the hire and give the client a full refund. D) If we cannot offer the client a like for like vehicle or an upgrade we will give the client a discount and offer them a vehicle that we do have available on fleet.

What happens if I need to add another location on to my journey on the day?

You will be charged accordingly on the day, the excess mileage will be charged at £3.00 per mile.

Can I change my vehicle once I have already booked?

You can, however we would not advise it as it will result in you losing your deposit for the original car you have booked.

Do you provide champagne?

No, unfortunately we do not. We do not have an alcoholic license so we are not allowed to supply our clients with alcohol. We do not stop you from providing your own bottle however we must inform you that drinking anything other than water is not advised as any spillages will result in a full valet needing to be done and would be charged directly to the client. If you would still like to provide the champagne we can provide champagne glasses upon request.

What happens if my wedding over runs?

At the point of your enquiry you will be sent a quote. The quote will outline the price of the service along with any over time charges. Also once you have paid a deposit and we have confirmed your reservation you will receive a receipt for your deposit again highlighting the price of the service, the deposit paid and the price of over time charges. The monies is due in cash to the chauffeur unless you have agreed an alternative method of payment with a member of staff.

Do you provide wedding ribbon?

Yes, this is a complimentary service. The range of colours we stock are red, blue, gold, pink, white and ivory.

Will my vehicle arrive on time?

Yes, we plan our routes in advance. We arrive at the pick-up location 15 minutes prior to departure time.

Will my chauffeur be dressed smart?

Yes. All of our chauffeurs will be in a black suit, white shirt, bespoke company tie, chauffeur peaked hat and black driving gloves.