Help Desk & FAQ
Useful answers for airport transfers, chauffeur bookings, vehicle selection, and travel support with No.15 Executive Travel.
Frequently Asked Questions.
General information about our services, booking process, and company policies.
We recommend booking online at least 4 hours in advance where possible. If you need an urgent airport transfer or chauffeur service, call 01282 838383 and our team will check availability.
Your driver will meet you at the pickup point confirmed in your booking details. For airport arrivals, please collect your luggage and follow the instructions in your confirmation email. Your chauffeur will be waiting with your name or company sign where meet-and-greet has been arranged. If you cannot locate your driver, call the number in your booking confirmation immediately.
Cancellations made more than 24 hours before the scheduled pickup time are generally free of charge. For late changes or cancellations, please contact our team as soon as possible.
We accept secure online card payments and agreed account or invoice arrangements for regular corporate clients.
For airport pickups, we include 60 minutes of free waiting time from the actual flight arrival time to allow for luggage collection and customs.
Yes. Our VIP pickup service includes an executive vehicle, professional chauffeur, meet-and-greet where required, and a discreet premium experience.
Please ensure you specify the correct number of passengers and luggage items during booking. This helps us assign the most suitable vehicle for your comfort.
No. Local airport taxis are independent services and are not connected with No.15 Executive Travel unless the journey was booked directly with us.
No. No.15 Executive Travel is only responsible for journeys officially booked and confirmed with us. We are not responsible for local airport taxis or rides booked separately.
Handling Booking Complications.
Solutions and guidance for common issues encountered during or after the booking process.
If you could not find your driver and the journey did not take place, please contact us here with your booking details so our team can investigate.
If you cannot reach the driver, please contact our 24/7 support line immediately. We will help coordinate with the driver or arrange an alternative.
Please double-check your confirmation email for exact instructions. If you're still unable to locate the driver, call them directly via the number provided.
By Booking.
How to manage, view, or cancel your existing bookings through our platform.
To cancel a booking, please contact us directly and quote your booking ID. Our team will confirm the cancellation options available for your journey.
You can request changes to your pickup time, destination, passenger details, or vehicle preference by contacting our customer service team.
Your booking confirmation email contains the key journey details. If you need anything checked or resent, contact our support team.
Travel & Arrival Issues.
Information regarding flight delays, lost items, and arrival procedures.
If your flight is delayed, please let us know as soon as possible. Where flight details are provided, we do our best to monitor the arrival time and adjust pickup accordingly.
Please contact us immediately with your booking ID. We will coordinate with the driver to help you retrieve your lost items as soon as possible.
If you anticipate being late, notify your driver or our support team immediately. Please note that waiting fees may apply after the complimentary waiting period.