Frequently asked questions
Clear answers to the most common questions about our executive travel or chauffeur services in Kent, including Tunbridge Wells, Sevenoaks and Tonbridge, with regular transfers to Heathrow airport, Gatwick airport, London City airport, London Central or our hire by the hour services.
For any questions please call 01892 710 720 or email info@ashbrookexecutivetravel.co.uk.
Our process
How does your process work, step by step?
- Initial conversation We confirm all the details such as pickup, drop off, date and time, passengers, luggage and any waypoints as well as your personalised requirements and needs.
- Itemised quotation We send a clear written itemised quote, valid for 7 days, with your vehicle category and any expected extras.
- Confirmation You approve by reply, we confirm in writing and set you up for updates on our system.
- Free changes You can amend or cancel FREE of charge up to 24 hours before your outbound journey.
- Flight monitoring For airports we track the flight and adjust arrival to the live landing time.
- On the day Your chauffeur arrives in a full suit and tie in a clean Mercedes Benz or BMW executive category vehicle, with bottled water and chargers ready.
- Meet and greet Our chauffeurs will assist you with your luggage door to door.
- Meet and greet For airport pick ups your chauffeur meets you in the arrivals hall with your name on an iPad or tablet.
- Safety and care Calm driving, luggage handling and attentive service throughout.
- After the journey We email your receipt or invoice as a PDF document, and welcome your feedback.
What communication will I receive?
Booking confirmation by email, reminder emails before travel, and a security text about 60 minutes before pickup with chauffeur and vehicle details and a live tracking link.
Booking and availability
How far in advance should I book?
As early as possible is best, especially for busy dates. Same day is often possible but please call 01892 710 720. As a rule of thumb we usually work to a 24 hour lead time.
How do I get a quote?
Use our online booking form or call us on 01892 710 720 with the key details. We reply with a written quotation that is valid for 7 days.
Can I amend or cancel my booking?
Yes. You can amend or cancel FREE of charge up to 24 hours before your outbound journey. Within 24 hours our normal terms will apply.
Do you take last minute bookings?
Yes we may be able to help. Call 01892 710 720 and we will try to assist you.
Airports and flight monitoring
Do you monitor flights?
Yes. We track the live flight status and adjust chauffeur arrival accordingly. Airport pick ups include 60 minutes of complimentary waiting from the actual landing time of the flight. After 60 minutes our usual terms apply.
Where will my chauffeur meet me?
In the arrivals hall with a name board on an iPad or tablet. Before pickup we send a security text with chauffeur details and a tracking link.
What happens if my flight is delayed or baggage is slow?
We adapt to flight changes. If baggage takes longer than the complimentary window, waiting is charged as per our standard terms and shown clearly on the invoice or receipt.
Can you cover private airfields and heliports?
Yes. We do this regularly for our clients and are fully versed with private airfield operations. Please provide your PPR code and aircraft tail number to ensure smooth and seamless transfers.
Vehicles and luggage
What vehicles do you use?
Business Class uses Mercedes Benz E Class or BMW 5 Series, First Class uses Mercedes Benz S Class or BMW 7 Series, First Class XL uses Mercedes Benz V Class or Mercedes Benz Vito Exec. All vehicles are clean and well presented. See our fleet.
Which car should I choose?
For 1 or 2 travellers, Business Class uses Mercedes Benz E Class or BMW 5 Series. For more leg room or a premium cabin, First Class uses Mercedes Benz S Class or BMW 7 Series. For 4 to 7 travellers or bulky luggage, First Class XL suits larger groups with Mercedes Benz V Class or Vito Exec.
Can you supply specialist vehicles?
Yes. Subject to sufficient notice, we can supply a multitude of specialist vehicles from Range Rovers and Mercedes Benz G Wagons, to Rolls Royce and Bentley vehicles. Price on application
Can you supply armoured vehicles?
Yes. Subject to sufficient notice. Price on application.
Can you transport firearms?
Yes. Subject to sufficient notice. We can provide shotgun licensed chauffeurs who can assist with your transport to and from licensed shoots and sporting events.
How much luggage can I bring?
As a guide, Business Class fits up to 2 large cases and 2 cabin bags, First Class is similar, First Class XL suits larger groups and bulky items. Tell us what you plan to bring and we will recommend the right vehicle.
Do cars have bottled water and chargers?
Yes. Bottled water and common phone chargers are provided. Vehicles are Mercedes Benz or BMW executive categories as above.
Pricing and payment
How do you price journeys?
Every booking is quoted in writing based on route, time, vehicle category and waiting needs. We do not publish a generic price list because every journey is tailored to your specific needs and requests.
Can I pay the chauffeur or pay in the car?
No. We are a cashless business and all payments are handled centrally by our office accounts team. When your booking is confirmed we securely hold a credit card on file and charge centrally after the journey. Your chauffeur will never ask you for payment in the car. If you would like to add a gratuity, tell us and we can include it on your invoice or pass to your chauffeur directly if you are especially pleased with the service received. This keeps your journey smooth, seamless and stress free.
What if my business is paying?
Your PA, EA or assistant can book directly with us. We will charge the corporate card provided for business bookings, and your personal card for private or family bookings. We can add purchase order numbers and job references, and we email itemised invoices and receipts for your records.
What payment methods do you accept?
Visa, Mastercard and American Express. Corporate billing is available by agreement. Receipts and invoices are sent by email in PDF format.
Do you charge for parking, tolls and drop off fees?
Where these apply they are charged (at actual) and shown clearly on the invoice or receipt. We keep all tickets for audit and can share copies on request.
Is VAT included?
Prices are quoted clearly, with VAT shown as inc or excl. Your final invoice or receipt will itemise VAT for tax purposes.
What is your gratuities policy?
Tips are never expected. If you feel your chauffeur delivered an outstanding service you may tip at your discretion and this is greatly appreciated by our team.
Service and safety
What service level can I expect on the day?
Early arrival into the area, a suited and booted polite chauffeur, a well presented Mercedes Benz or BMW executive category vehicle, bottled water, help with luggage, calm and safe driving and clear communication.
What if the chauffeur is running late?
This is rare. You will be kept informed. You will have a tracking link to your vehicle and chauffeur. Our planning and early arrival standard keeps this risk very low and our chauffeurs employ the latest in navigation technology to avoid any such delays.
Do you provide meet and greet?
Yes as standard for airport pick ups and by request for other events. Your name on an iPad or tablet and assistance with luggage are all part of the standard service we deliver.
Security and discretion
How do you approach security and discretion?
We work with security awareness trained chauffeurs who understand discretion, private movements and low profile conduct. Vehicles are discreet and chauffeurs do not discuss clients or itineraries.
Are your chauffeurs vetted and licensed?
Yes. All chauffeurs are licensed, insured and vetted. We are authorised and regulated by the British Chauffeurs Guild and operate to strict standards at all times.
Can you work with NDAs or close protection teams?
Yes. We sign NDAs on request and can integrate with your security team, advance schedules and briefings. Vehicles remain Mercedes Benz or BMW executive categories as above. Specialist vehicles can be sourced provided enough notice.
How do you handle client data?
We store only what we need to deliver the booking and meet legal duties. Data is handled under our privacy policy and is never shared for marketing by third parties.
Corporate and events
Do you support corporate accounts and events?
Yes. We provide scheduled travel for executives, roadshows, conferences and events. We can supply multiple vehicles across Business, First and First Class XL categories, all to our standard.
Can you manage my team’s travel?
Yes. We regularly manage itineraries for individuals, teams and whole businesses. Share your schedule and we will plan the vehicles around it, coordinate multiple pick ups and drop offs, monitor flights where relevant, and keep one point of contact updated throughout. We work with PAs, EAs and travel managers across the UK and internationally to bring ground transport and wider travel plans together.
Do you work with ground transportation and travel managers?
Yes. We can work within agreed rate cards and service levels, and provide the reporting your teams need.
Coverage and platforms
What areas do you cover?
We are originally headquartered in Kent and regularly cover Kent areas like Tunbridge Wells, Sevenoaks, Tonbridge and Maidstone, Ashford and Dover with frequent journeys to Heathrow and Gatwick. London and longer distance work by arrangement. Our overall coverage area is all of the South East, but we can go anywhere.
What if I book through an online platform?
We can fulfil those bookings subject to our scheduling, but changes and extras may be limited by platform rules and we cannot always guarantee we will cover those bookings on behalf of platforms or overseas booking agents. Booking directly with us gives full flexibility, direct support and our free amendment window up to 24 hours before travel. Booking directly means we always confirm and commit to your booking as it is held directly with us.
Reviews and assurance
What do clients say about you?
We hold consistent five star feedback on Google and are Trustindex verified. See our reviews page for recent comments and ratings.
What are your key differentiators?
Early arrival as standard, flight monitoring, clear written quotes, free changes up to 24 hours, suited and booted chauffeurs, well presented Mercedes Benz and BMW vehicles, security awareness, strong communication and careful billing with full audit trail.
After the journey
How do I get a receipt or invoice?
We email receipts and invoices automatically, usually within 24 hours.
How do I share feedback?
Every booking matters. We will send you a direct link for your feedback after every journey and this information is logged on our system under each booking specifically. We read every comment and use it to keep improving. Our clients love us, we are sure you will too!
Accessibility and special requests
Do you carry foldable wheelchairs or mobility aids?
Yes. Please tell us the size and weight so we can choose the right vehicle. First Class XL, for example Mercedes Benz V Class or Vito Exec, is often the best choice. Please note we can only carry these items as luggage, we do not offer any wheelchair accessible or adapted vehicles. This falls under a different licensing class and we do not operate any of these specialist vehicles.
Can you provide child seats?
Yes with advance notice. Typically boosters are available. You can also bring your own however we are not able to store them.
Contact Details
What are your contact details?
Phone UK: 01892 710 720 Overseas: +44 1892 710 720
Email info@ashbrookexecutivetravel.co.uk
Book with us
Use our online booking form to request a quote or make a booking.
You can also email us at info@ashbrookexecutivetravel.co.uk or call 01892 710 720.
For urgent travel a call is best. Please note we usually operate to a 24 hour lead time for all new bookings.
Call handling and messages
- Our phone system logs and records all calls for training and monitoring.
- An answering option is available at all times.
- Out of hours, calls for live client bookings and immediate queries route to our operational support team.
- If you do not reach a team member, your call and any messages are logged and our team is notified so we can respond quickly.
Hours of operation
- Core office teams: 08:00 to 17:00.
- Out of hours and advanced bookings teams: 17:00 to 08:00.
- Seven days a week, 365 days a year.