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Transport Best Practice

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Ground Transport Best Practice

  1. All services under this agreement shall be performed in accordance with industry standards as listed but not limited to:
  2. Vehicles to arrive 15 minutes prior to collection.
  3. Driver waiting time provided free of charge:
  4. 45 minutes for domestic flight pick-ups;
  5. 90 min for international flight pick-ups;
  6. 1 hour for train station pick-ups; and
  7. 15 minutes at all other pickup locations.
  8. Free cancellation 2 hours prior to pick-up subject to the vehicle not having departed for the pick-up, in the case of services that are further than 1 hour drive from the depot.
  9. If vehicle is running late, to inform guest in advance of the pick-up time and clarify expected arrival time.
  10. Ground Operator to obtain updated arrival times of flights and ensure vehicles arrive according to the updated arrival time.
  11. Chauffeurs to page with a visible printed paging board for their passenger in the arrival terminal of the flight, train, bus the passenger is booked on.
  12. Chauffeurs to page for their passengers with a printed paging board with a minimum font of 60.
  13. Chauffeurs to greet with a handshake (subject to Covert-19 restrictions), confirm they have the correct passenger and drop off address before proceeding to the vehicle, offer to take luggage, load luggage, offer passenger seating option – front/rear, ask if air conditioning is suitable, if passenger would like the radio and if so what kind of music, advise passenger to fasten safety belt, inform passenger of duration of journey and proposed route, off-load luggage and assist passenger to reception where applicable.
  14. Chauffeur should not discuss politics or religion.
  15. Chauffeur is to query with dispatch should passenger change drop off address and/or if there are more guests than booked and/or if method of payment changes (where applicable).
  16. Vehicle to be clean and fresh at all times, including boot/trunk.
  17. Chauffeur to be smart, well groomed, clean and fresh without offensive body odour.

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