What we do, and how long it takes
Every company publishes its promises. This page publishes what happens when one of them is not kept.
Explore moreWhen it goes wrong
On the day.
The chauffeur is late
You hear about it before the pickup time, not after it. If he arrives more than 20 minutes late, that delay is not counted against your waiting time; and if you miss your own appointment because of us, the journey is not charged.
The car stops on the road
A replacement is sent at once. Inside Cairo it reaches you in 30 to 45 minutes; on the intercity roads, 60 to 90 minutes. If the replacement comes from a higher class, you pay no difference for it.
The chauffeur falls ill
The replacement's details reach you before the pickup rather than after it, on the same card: name, number, car and plate. The time does not move.
Your flight is delayed by hours
We follow the flight number. Waiting is counted from the actual landing, not from the scheduled arrival, and a delayed flight does not change the price.
Items, changes and complaints
Afterwards.
You left something in the car
Tell us which journey. The car is held until it has been searched, what is found is recorded the same day, and it is returned to an address you name or kept at our office until you send for it.
You want the journey extended while it is under way
The extension is charged at the rate already written in your quotation, and you are told before it is applied rather than after.
You want to complain about a chauffeur
Use the escalation line. The complaint is recorded in his file, what we conclude reaches you within 48 hours, and he is not assigned to you again if you ask for that.
We cannot meet the rest rule for the time you want
We tell you when you ask, and offer another time. A chauffeur who has not had his 9 hours does not drive you.
What we promise
- A written, itemised quotation within 15 minutes, between 09:00 and 23:00 Cairo time.
- The chauffeur arrives 15 minutes before the pickup time.
- The price we send is the price you pay. Any additional item appears in the quotation itself, never after it.
- One message the day before, carrying the chauffeur's name and number, the car photographed with its plate, and the pickup time.
- Waiting. 60 free minutes at the airport, counted from the actual landing rather than the scheduled time, and 15 free minutes at a pickup in the city.
- Cancellation. Free up to 24 hours before the journey; after that, half the agreed figure.
- Rest. At least 9 hours off before any night drive, and never more than 6 consecutive days at the wheel.
Enforced, not remembered
- Every request carries a timer from the minute it arrives. The 15 minutes is a figure the office is measured on, not a form of words.
- The day-before message is sent from the assignment itself, so it cannot be forgotten. If the car or the chauffeur changes, a new one goes out.
- A car whose licence, insurance or inspection has lapsed cannot be put on a journey. The system refuses the assignment.
- The rest rule is checked before a chauffeur is assigned rather than afterwards. Under 9 hours, or a seventh consecutive day, and he does not appear in the list at all.
- The quotation is stored exactly as it was sent. Its items, its figures and its conditions cannot be edited after the fact.
Where a promise can be held by software rather than by memory, it is. The rest is people, and the line below is how you reach them.
A number that does not go through sales
+20 100 000 0001. Save it before you need it.
- It is not the sales number, and a call to it is not passed to sales.
- We answer within 30 minutes.
- Quotations and accounts: 09:00 to 23:00 Cairo time. While a journey is under way, this line is answered around the clock.
- If the journey is already moving, say the booking reference first. Everything else can wait.
What we will not do
- We do not explain a delay afterwards. You hear about it before the pickup time.
- We do not add a charge that was not in the quotation you agreed to.
- We do not send a car whose licence, insurance or inspection has lapsed. The system refuses the assignment; it is not left to an employee to remember.
- We do not accept work we cannot staff within the rest rule.
Know your chauffeur before you meet
The day before your journey, one message reaches you: the chauffeur’s name and number, the car photographed with its plate, and the pickup time.
- We do not publish photographs of our chauffeurs. We publish their names, their years of service, the languages they speak, and written standards you can read.
- The chauffeur’s number opens two hours before pickup and closes when the journey ends.
- If the chauffeur or the car changes for any reason, a new message reaches you before the appointment.