Terms & Conditions

Business Certification: The company's business registration certificate and local authority operating licence are not publicly accessible. However, these may be provided to any customer who has entered into a formal service agreement with the company.

Booking Processing: We aim to record all bookings in our system within three (3) hours of receipt. This applies to bookings received via telephone, email, or online booking form.

Meet and Greet Services: Meet and greet services are available and must be requested prior to booking.

Background Checks and Training: All drivers are DBS-checked and undergo interviews conducted by professional and experienced chauffeurs to ensure the highest standard of service.

Compliance and Safety: Drivers are tested for compliance with road traffic legislation, with safety being the foremost priority for all journeys.

Punctuality: Drivers are expected to arrive at the designated location at the agreed time. Where delays occur due to circumstances beyond the driver's control, a satisfactory resolution will be proposed. Delays caused by the customer, if notified within the agreed timeframe, will not incur additional charges.

Vehicle Licensing: All private hire vehicles are fully licensed, and drivers hold all required licences as mandated by law.

Driver Documentation: Drivers are required to carry their driving licence at all times while operating the vehicle.

Right to Refuse Service: Drivers have the right to refuse service to passengers who may cause damage to the vehicle, are under the influence of alcohol or drugs, or exhibit behaviour deemed a threat to the driver, vehicle, or other passengers.

Passenger Responsibility: The individual who makes the booking is responsible for the behaviour of all passengers in the vehicle.

Smoking Policy: Smoking is strictly prohibited in all vehicles for both drivers and passengers.

Passenger Limits: Drivers may carry only the number of passengers specified on the vehicle licence and may refuse service if this limit is exceeded.

Vehicle Maintenance: Drivers are responsible for ensuring their vehicles have up-to-date MOT certificates and all relevant documentation.

Cleanliness and Maintenance: All vehicles are maintained to a high standard and cleaned after every journey. If a customer finds the vehicle below standard, they may contact us by email or telephone, and a formal resolution will be proposed.

Vehicle Standards: All vehicles are of recent manufacture and fully compliant with current registration and licensing requirements. Vehicles without a clear service history or valid MOT are not accepted for use in operations.

Booking and Fare Policy: All private hire journeys must be pre-booked. Fares will be clearly communicated before the journey. If a driver accepts a fare later found to be false or fraudulent, the driver will be held personally responsible.

Notice Requirements: For bookings from Milton Keynes to nearby or short-distance destinations, a minimum of 4 hours' notice is required. For long-distance journeys, a minimum of 24 hours' notice is required. We will always try to accommodate last-minute requests where possible.

Booking confirmations will be sent by email as soon as the booking is entered into our system. Customers may request confirmation by post or text. If no confirmation is received, it is the customer's responsibility to contact us to obtain a copy.

Customers must carefully check all details in their confirmation email and notify us immediately of any errors or amendments required. Prestige Travel Group will not be held accountable for issues arising from errors that were not reported to us.

A dispatch email and text message containing driver and vehicle details will be sent at least 24 hours before the scheduled pickup. Customers must check these details and notify us immediately of any discrepancies.

It is the customer's responsibility to notify Prestige Travel Group if they are unable to locate their driver or if booking details change (e.g. missed or delayed flights, ferries, or other connections). Failure to notify us will result in the full transfer fee being charged. Updates provided at least 24 hours before pickup will be accommodated without additional charge.

Customers arriving in the UK from a different airport than originally booked must notify us at least 24 hours in advance (GMT). Failure to do so may result in a charge of 50% of the total fare.

Cancellations made 4 hours or less before the scheduled pickup time (or 24 hours or less for long-distance journeys) will be charged at 100% of the fare.

Customers must inform the operator of the number and size of luggage items in advance so a suitable vehicle can be allocated. Failure to do so may result in additional charges or the need to book a larger vehicle, subject to availability.

By confirming a booking through any method, customers acknowledge that they have read, understood, and accepted these Terms & Conditions.

Payment Methods: Payment options include payment in advance via payment link, bank transfer, or cash payment to the driver.

Corporate Accounts: Corporate clients may apply for an invoice account facility by registering and setting up a corporate account in advance.

Local Pickups — Waiting Time: The first 10 minutes are free. After 10 minutes, a charge of £0.50 per minute applies. The driver will wait a maximum of 20 minutes.

Airport Pickups — Waiting Time: The first 45 minutes are free from the flight landing time. After 45 minutes, a charge of £0.50 per minute applies. If the customer does not show, the full fare will be charged.

Flight Updates: Customers are required to inform the driver once they have landed. Although drivers monitor flight arrivals, customer confirmation is still required.

A dead mileage charge may apply where the pickup location is outside our standard operating area. This covers the driver's travel from base to your location and is calculated at a fixed rate per mile depending on your chosen vehicle. This will be confirmed in your quote before travel.

Current rates: Executive Car £1.80 per mile · Large MPV £2.30 per mile · Executive Minibus £2.50 per mile.

Pickups within 5 miles of our Milton Keynes base are not subject to a dead mileage charge.

Where a valet drop or pick service is requested, this is subject to availability and must be arranged in advance. If the valet service exceeds one hour, additional charges may apply at the company's discretion. This service is intended for reasonable use only, and Prestige Travel Group reserves the right to apply supplementary fees where the duration or nature of the service goes beyond standard expectations.

Cancellations: Refund requests for cancellations must be made at least 24 hours in advance. Cancellations outside this period will be considered on a case-by-case basis.

No-Shows: For airport pickups or other scheduled services, failure to show without prior notification will result in the full fare being charged at 100% and is non-refundable. Each incident will be assessed individually.

Overpayments or Billing Errors: Any overpayments or billing errors will be investigated promptly and refunded where appropriate.

Method of Refund: Approved refunds will be processed via the original payment method unless otherwise agreed.

Exceptional Circumstances: In all cases involving delays, cancellations due to unforeseen events, or emergencies, refunds and resolutions will be considered individually, ensuring fair treatment.

Refund Contact: All refund requests should be directed to: info@myptg.co.uk · Telephone 01908 382 786.

Prestige Travel Group is committed to building strong, lasting relationships with its customers. Where expectations are not fully met, customers are encouraged to raise complaints via: info@myptg.co.uk · Telephone 01908 382 786.

Acknowledgement: All complaints will be acknowledged within 24 hours.

Investigation: Complaints will be promptly investigated, consulting all relevant parties including drivers and staff.

Action: Where a complaint is validated, corrective action will be taken, which may include suspension of drivers until a satisfactory resolution is reached.

Resolution: Customers will receive a formal response outlining the outcome and proposed solution.

Complaints will be kept confidential. If unresolved to the customer's satisfaction, the complaint may be escalated to senior management.

Any items found in our vehicles will be handed to our office at the end of the driver's shift or, if necessary, to the nearest police station.

Customers are responsible for ensuring all personal belongings are removed from the vehicle at the end of their journey.

If a customer claims to have left an item and the driver cannot locate it, the company accepts no responsibility for the lost item or its replacement.

Customers wishing to recover lost property should contact our office directly. Proof of ownership may be required before items are returned.

Questions? Email info@myptg.co.uk or call 01908 382 786.