Please find our frequently asked questions and answers below. If your question has not been asked and answered here please fill in one of our enquiry forms or alternatively email info@minicabcaller.com and we will help you resolve your issue as best as we can.

BOOKINGS, CHANGES AND CANCELLATIONS

WHAT IS THE DIFFERENCE BETWEEN A ONE WAY RIDE AND AN HOURLY BOOKING

One-‐way bookings indicate a direct journey from pickup to destination, hourly bookings have a start point and an end point but multiple locations stop offs in between. One-­‐way rides are not time limited, hourly bookings are but the number of hours can be extended.

WHAT IS INCLUDED IN MY HOURLY BOOKING

An hourly booking chauffeur service allows you to have a chauffeur for a designated amount of time and allows you to choose multiple locations in which to stop over at.

WHAT IF I WANT TO INCLUDE A STOPOVER ON MY ONE WAY BOOKING

Including a stop over on your one way booking is simple, please ask your driver to add in stopover details

THE ADDRESS I’M TYPING IN CANNOT BE FOUND, WHY AND WHAT DO I DO?

Hopefully this won’t occur but in the event that this happens please contact our customer care team to assist you. Sometimes the format of the address may need commas in some places or are too long.

HOW LONG AFTER I BOOK SHOULD I RECEIVE CONFIRMATION

After you make a booking a confirmation email will be sent to you straightaway. If this does not occur please check your email address is correct and if the problem still persists contact a member of our customer care team.

WHERE WILL I RECEIVE CONFIRMATION OF MY BOOKING

Confirmations are usually sent by email but if for some reason you prefer sms confirmation that can be made available.

WILL I BE CHARGED FOR CHANGING MY BOOKING

Changes to your booking will not incur charges as long as they are made before one hour before a one-­‐way journey and 12 hours before an hourly booking. The final price may change when changing the pickup or drop-­‐off destination.

CHANGING YOUR BOOKING

If there are any changes to be made to your booking please access the partner portal if you have a corporate account, for all other customers please email reservations@minicabcaller.com

HOW DO I CANCEL A BOOKING

If there are any cancellations to be made to please access the partner portal if you have a corporate account, for all other customers please email reservations@minicabcaller.com

WILL I BE CHARGED FOR CANCELLING MY BOOKING

You will not be charged for cancelling a booking as long as you cancel your booking for a one-­‐way journey one hour before your journey will commence or 12 hours before an hourly booking. Cancelling an hourly booking 2 hours before pickup time there will be only a 50% charge of the total fare. If you cancel after these time limits then you will be charged for the full fare of your booking.

DO YOU HAVE CHILD SEATS?

Child seats are available in all of our cars, when making your booking please write in the comment section how many car seats you will need and the age of the children travelling so the appropriate seats can be made available.

HOW DO I MAKE A SPECIAL REQUEST?

The comment section when you are making your booking is where you will note down any special requests. This can be for a number of things such as a request for flowers, drinks or anything else; we will try our best to accommodate all your requests.

PRICES AND BILLING

HOW ARE YOUR PRICES CALCULATED

Prices are calculated by mileage, the shortest route unless there are major traffic incidents or roadwork. Class of car also determines price, first class vehicles cost more per mile than business class vehicles.

HOW DO I FIND PRICES FOR A RIDE

Using our website or app simply go to make a booking, type in the details of your journey whether it be a one way journey or an hourly booking and press Get Prices, this will show you the prices for the journey and they will differ depending on what class of car you choose.

HOW DO I PAY AND WHAT ARE YOUR ACCEPTED PAYMENT OPTIONS

Payment can be by card or by cash. Paying by card means you set up an account where you will be billed at the end of each journey. Accepted card payment methods are major cards such as Visa, American Express etc. or PayPal. Payment in cash is accepted in the currency of the place where the journey is made only.

WHEN IS MY PAYMENT TAKEN? BEFORE OR AFTER MY JOURNEY

You will be invoiced after your journey has taken place and payment shall be taken then.

I’VE RECEIVED MY INVOICE AND I DON’T UNDERSTAND THE FINAL PRICE

If you have any queries about your invoice please email us on payments@minicabcaller.com and please quote your booking reference number and your query.

I’VE BEEN CHARGED FOR WAITING TIME… WHAT IS THIS?

Waiting time is any extra time the driver has spent waiting for you after the 1 hour of free waiting time for airport/train pickups and 15 minutes for any other pickups. This will be put on your invoice before payment is taken.

MY ACCOUNT AND PROFILE

SHOULD I SET UP AN ACCOUNT AND WHAT ARE THE BENEFITS

Setting up an account with ChauffeurCaller allows you to become a registered member; this allows you to access discounts and promotions only available to ChauffeurCaller registered members. Payment is also made easier and you have access to all your previous booking history.

HOW DO I ACCESS MY ACCOUNT

Go to minicabcaller.com and at the top right of the page is a login method. Type in your username and password and you will have access to your account.

WHAT WILL I FIND IN MY ACCOUNT

Your registered payment method will be in your account profile as well as your booking history showing upcoming and previous journeys.

I CAN’T LOG INTO MY ACCOUNT

If you are having trouble accessing or logging into your account please email us on support@minicabcaller.com and we will contact you with a solution.

I HAVE FORGOTTEN MY PASSWORD

Enter the login page even if you have forgotten your password and enter your email address into the username field, select forgot password and it will direct an email to you so you can reset your password.

HOW DO I ADD A NEW CREDIT CARD, MY OLD ONE HAS EXPIRED

Setting up a new card requires that once you are logged into your account you access your payment method. Please delete/remove the old card details and this will prompt you to replace/add new card details.

MY JOURNEY AND MY DRIVER

HOW CAN I RATE MY DRIVER

If you have the ChauffeurCaller app after your journey you can review your ride and rate your driver. Ratings go from 1 star to 5 stars

HOW CAN I CONTACT MY DRIVER AND WHEN WILL I RECEIVE THEIR CONTACT DETAILS

60 – 90 minutes before your pickup time you will receive a text with a link to a picture of your driver and their telephone number.

HOW CAN I MAKE A COMPLAINT OR REPORT A LOST ITEM

We take complaints at ChauffeurCaller very seriously; to make a complaint you can either call us on UK +44(0) 203 0703535 or US +1 (866) 9267415. Alternatively you can email us at info@minicabcaller.com. The same applies for lost items you would like to report.

HOW DO I KNOW WHO MY DRIVER IS AND HOW WILL I RECOGNISE THEM

In the message you receive 60-­‐90 minutes before your pickup time you will receive a message with a link to the driver’s picture and their contact details. if it is an airport pickup they will be holding a ChauffeurCaller signboard with your name on it.

WHAT IF MY FLIGHT/TRAIN HAS BEEN DELAYED

Once you provide your flight/train number we keep a lookout for any delays or early arrivals using our live tracking system, remember you have 1 hour of free waiting time from when your booking was made.

HOW LONG WILL MY DRIVER WAIT FOR ME

Waiting time is free one hour for airport/train pickups and 15 minutes for any other type of journey, contact us if you think you will exceed this time limit and the driver may be able to wait for you past this time. If you are aware you will be late let us know as soon as possible and we can organise an alternate driver for you.