Last updated: 10 November 2026
1. What information we collect
Booking and journey information: your name, email address, phone number, pickup and destination addresses, journey date and time, number of passengers and luggage, flight, train or event details, special requests and preferences, and your booking history with us.
Bookings made on someone else’s behalf: if an assistant, colleague, company, hotel, concierge, travel agent or anyone else managing your itinerary books for you, we receive your details from them.
Enquiries and quotes: what you enter on our booking form or contact us with, including quotes that do not become bookings. If you reach us through one of our online forms, we may record the source of your enquiry with it, so we can tell which sources lead to enquiries.
Account and portal information: login details and the permissions on a client or assistant account.
Payment information: we keep invoice and payment records. Card details are handled by our payment provider; we do not store full card numbers.
Journey tracking: when our tracking feature is used for a booking, our chauffeur’s phone records its location during the journey and you may be sent a link to see the vehicle’s position.
Client photographs: if you or your assistant ask us to, we may keep a photograph so your chauffeur can recognise the passenger at pickup. It is shared only with the chauffeur for that journey.
Calls and messages: calls to our booking line are recorded so we can check that your booking details were captured correctly. Other live calls are not recorded. If you leave a voice message, the message is recorded and kept. We also keep emails and messages you send us.
Vehicle recording: some of our vehicles may be fitted with cameras. Where they are, footage and any audio may be recorded and used for safety, complaints, insurance claims and legal purposes, and is kept only for as long as needed.
Chauffeurs and suppliers: details of chauffeurs and other operators needed to provide the service.
Website use: technical information such as IP address, browser and pages visited, and cookies (section 8).
2. How we get your information
Directly from you; from the person or organisation booking for you; from our chauffeurs; from website and phone technology; and flight status information (such as landing times and delays) from flight-information services when we monitor your flight.
3. How we use it, and our legal basis
| Purpose | Basis |
|---|---|
| Providing quotes and bookings, meeting and driving you | Contract (including steps before a contract) |
| Invoicing, accounts, tax and licensing records | Legal obligation and contract |
| Recording booking-line calls to check booking details | Legitimate interests |
| Safety, fraud prevention, handling complaints and disputes | Legitimate interests |
| Telling you about your booking (confirmations, changes, chauffeur details, flight delays) | Contract |
| Emergencies where someone’s safety is at risk | Vital interests |
| Marketing (section 7) and advertising cookies (section 8) | Consent, or soft opt-in for messages where the law allows |
| Improving pricing and the service using enquiry and booking data | Legitimate interests |
We use automated calculations to price journeys. Staff confirm every booking; no decision with legal or similarly significant effect on you is made by computer alone. If we introduce automated booking or voice assistants, we will update this policy.
4. Who we share it with
We share information only as needed with:
- our chauffeurs, and other operators when we subcontract a journey, so it can be carried out;
- service providers who work for us under contract: web hosting and security, email and messaging, telephone systems, mapping and address search, analytics, email marketing software, flight-information services, and payment processing;
- Google, for our online advertising and measurement (section 8). Google may use that information under its own privacy policy;
- the person or company that booked or paid for your journey, who may see journey details;
- licensing authorities, insurers and professional advisers, where required;
- the police or other authorities where the law requires.
We do not sell your data. We are not responsible for the privacy practices of other websites we link to.
5. Transfers outside the UK
Some of our service providers, including Google, may process data outside the UK. Where they do, we make sure approved safeguards are in place.
6. How long we keep it
| Data | Kept for |
|---|---|
| Invoices, payment records and completed bookings | 6 years |
| Quotes and enquiries that do not become a booking | Up to 24 months from last activity, after which personal details are removed |
| Journey location data | 60 days |
| Client photographs | While you remain a client, or until you ask us to remove it |
| Marketing preferences | Until you opt out |
| Booking-line call recordings and voice messages | 12 months |
Where you ask us to remind you about a journey next year, we keep that quote until the event has passed once more.
7. Marketing
We only send marketing by email or message if you agreed (for example by ticking “Remind me about this journey next year”), or, where the law allows, because you asked us for a quote or booked with us and we are telling you about similar services. You can unsubscribe in any message or at [email protected]. We will still send service messages about an active booking.
8. Cookies and similar technology
Cookies are small files stored on your device. When you first visit our website a banner lets you accept or reject non-essential cookies. Until you accept, our analytics and advertising tools are told not to store anything on your device. We use these kinds:
Essential cookies (always on). These make the site work and keep it secure, including the cookie that remembers your banner choice, protection against spam and attacks, and keeping you logged in to a client or assistant account. Login cookies last for the session, or up to two weeks if you choose “Remember me”. You cannot switch these off, because the site would not work.
Security and delivery. Our security and delivery provider may set cookies to protect the site from abuse and to load pages quickly.
Maps and address search. When you type an address in our booking form, Google’s address search runs in your browser and may set technical data. Embedded maps or videos on our pages may also set cookies from their provider.
Analytics (only if you accept). We use Google Analytics to see which pages are visited and how people find us, so we can improve the site.
Google Ads (only if you accept). We advertise on Google. If you accept advertising cookies, Google Ads uses cookies and similar technology to tell us when an advert led to an enquiry or booking, and may in future be used to show you our adverts on Google and partner sites after you have visited ours. Google handles this data under its own privacy policy. You can control the adverts you see at adssettings.google.com.
Comments. If you leave a comment on the site, you can choose to save your name and email in a cookie for one year.
You can change your choice at any time using the cookie settings on our website, and you can delete or block cookies in your browser settings.
9. Children
Our services include transfers for students and boarding-school pupils. Bookings for anyone under 18 must be made by a parent, guardian, school or other responsible adult, and we use the child’s details only to carry out the journey safely. We do not market to children. For student airport transfers, we follow our safeguarding procedures at handover, and we can keep a parent or guardian informed about the journey on request.
10. How we protect it
Access is limited by role, systems are password protected and use encrypted connections, and we limit what each system can read or write. If a breach is likely to risk your rights we will tell you and the Information Commissioner’s Office as the law requires.
11. Your rights
You can ask to see, correct, delete, restrict or move your data, object to its use, and withdraw consent at any time. Email [email protected]; we reply within one month. We may need to keep some records for legal reasons. You can complain to the Information Commissioner’s Office (ico.org.uk, 0303 123 1113).
12. Changes
We will update this page and the date at the top when practices change.