About Us
SAMUELS CARS LTD airport travel
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Company Policy Documents:
The procedures, processes and policies contained here-in are a guide to the running of Samuel cars on a day-to-day basis. In all cases common sense is to be engaged in addition to applying any procedure to ensure the action is applicable, adequate and suitable for the service required.
Contents:
1) Mission Statement
2) Operating Procedures
3) Drivers and Vehicles
4) Lost Property
5) Health and Safety
6) Complaints
7) Liability and Compensation
8) Data Protection
9) Privacy Statement
Company Policy Documents:
1) Mission Statement:
Samuel cars mission is to provide a professional and enjoyable long journey and airport service, on time, every time. On fair price and punctuality is our identity as a service provider.
2) Operating Procedures
Bookings
Prebooking may be made by telephone, text or email. Most bookings are made by telephone and email. Samuel cars endeavour to provide an easy and all age friendly booking application. The time, collection and drop points are to be agreed and names and telephone numbers taken. In this instance Samuel cars takes the responsibility for confirming availability, price of supplying a vehicle subject to the information given if the customer agreed with our price and timing then we recorded in our record and start to arrange the appropriate driver and cars. During bad weather and traffic Samuel cars will decide the appropriate course of action and advise customers accordingly.
Pick up Priority
Should an incident occur where a driver becomes incapacitated, a replacement driver will be dispatched at the earliest opportunity. The priority in the first instance will be given in the following order:
1) children and the vulnerable
2) Trips to Airport
3) VIP Customers
Company Policy Documents:
Remuneration
Payment is made by cash or card direct to the driver in most circumstances. Should an account facility be used Samuel cars will pay the driver/s directly. Account facilities are strictly payment by return on receipt of invoice unless otherwise agreed. Late payments will be liable to the statutory interest rate plus 8% plus an admin fee of £40 per invoice.
Quotations
A quotation sheet for Samuel cars to and from Airports and for long one way or return trips the areas is employed as a guide, though localized circumstances, time of day and vehicle required to the pick-up and drop off points are to be taken into consideration, pricing may fluctuate as a result. The most effective pricing is given through the knowledge and experience of the service provider.
Waiting Time, Cancellation and Non-Shows
When collecting from Airport, Samuel cars follow monitor your flight arrival unless the change of different airport will happen, it does not charge for one hour waiting time. however, if you arrived in different airport and waiting more than one hour after landing then, the booking either cancelled or we make a new pricing.
The driver assigned the collection will endeavour to contact the passenger by phone on the number given in the booking, however, if no answer is received, or no contact made by the passenger to the driver or Samuel cars, then the driver will move on 60 minutes from landing. The full fair, waiting time plus any other charges incurred will become payable. This is also the case if no contact number has been given and the passenger fails to contact the driver or Samuel cars.
Cancellations are to be advised 24 hours in advance where possible. Any cancellations made after this time remain chargeable. In the case of a non-show, the full fare and waiting time will be chargeable.
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3) Drivers and Vehicles:
Samuel cars drivers are trained to the highest standards, having passed local authority and Driving Standards Agency tests. All drivers are police checked, authority vetted and have enhanced DBSs. All drivers used by Samuel cars possess a good local knowledge, are proficient, experienced drivers and have a smart and professional demean or in both person and vehicle. All drivers are equipped with satellite navigation and mobile phones with hands free kits. All drivers from the point of collection and delivery are responsible for the passengers in their care. They are self-employed owner drivers, any liability during the journey will lie between the driver and passenger. New drivers are considered only after personal recommendations. The local authority enforces strict rules with reference to the condition and servicing of our vehicles, ensuring a safe environment in which to transport our passengers. Given that all Samuel cars vehicles are driver owned and company owned, they are kept in excellent condition. All vehicles are regularly maintained and cleaned. The range includes executive, 7-seater, 6-seater people carrier, wheelchair access, estate and saloon vehicles, all with air conditioning.
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4) Lost Property Policy
Any property found in our car is immediately reported to the company. At the earliest reasonable opportunity, an attempt to reach the owner will be made and the item returned – a charge may be applicable for this. If the owner cannot be reached or identified the lost property will be passed on to the Samuel cars office and within 24 hours, if necessary, reported to the local authority or police. If the authorities do not need to retain the property it will be stored for a period up to a maximum of one month after which it will be disposed of.
5) Health and Safety
Samuel cars maintain and follow a reasonable health and safety policy; however, all drivers have a legal duty of care to their passengers and as such strict rules are implemented into the condition and servicing of their vehicles, ensuring a safe environment in which to transport our passengers. This is regulated by the local authority that requires a vehicle inspection once a year in addition and independent to the MOT. All Samuel cars drivers have a badge with a picture of the driver and their registered license number for identification purposes.
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6) Complaints Procedure
Samuel cars pride itself on the exemplary service it provides and for this reason takes seriously any complaints it may receive. In the unlikely event of a complaint, in the first instance the owner has the responsibility to attempt to resolve the issue. Should this not be satisfactory, the complaint is passed on to assess the validity of the complaint and offer an appropriate resolution. Should such an incident occur reasonable time will be taken to collect information from all parties involved, providing a full picture of the occurrence so an informed and proper decision can be made. Written complaints are to be sent to the office address. In the first instance any complaint is to be acknowledged to the complainant within one working day from receipt and a response made within two working days unless in depth investigation is required in which case this will be communicated to the complainant. Should the complaint be upheld an apology will be issued with details of how we are taking on board the complaint and actions taken to ensure the chance of repetition is minimised. In some cases, compensation may be offered, this will be made on a case-by-case basis and does not set a precedent.
7) Liability and Compensation
Samuel cars will endeavour to collect and deliver you, your passengers or goods to the given destination on time every time. Given the industry in which Samuel cars is
employed, conditions such as weather, road works and diversions, automotive incidents (this is not an exhaustive list) can potentially affect the service provided, Samuel cars accept no liability for any loss or damage how so ever caused by the use of its service, statutory rights remain unaffected. Samuel cars may offer some form of compensation at its own discretion, assessed on a case-by-case basis and on the complete understanding that any offer made does not set a precedent for any past, present or future occurrence. All drivers supplied by Samuel cars have their own insurance policies that adhere to licensing rules and regulations and current legislation and are responsible for the passengers in their care.
8) Data Protection Policy
Any and all information recorded by Samuel cars is treated as private and confidential. All computer systems employ security and anti-virus protection and documentation is stored in a secure environment. Samuel cars are not required by legislation to be registered with Data Protection, utilizing the information stored only for the day to day running of its business. Samuel cars does not employ marketing practices such as email or mail shots, though contact may be made to provide information that is of relevance or interest to parties concerned.
9) Privacy statement
Samuel cars ensures that all details, addresses and contact numbers are treated as private and confidential and under no circumstances passed on to any commercial or third-party companies without the express consent of the proprietor.
CONTACT
OFFICE ADDRESS
HUNTINGDON AVENUE
HUDDERSFIELD
HD21TG
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