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 Ian Dickinson Managing Director |
Please feel free to scroll down the page to view our various policies or use the quick links below to take you to a specific policy.
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It is the Policy of Qdell Limited and LHR Express Cars Limited to provide courier and passenger services to such a Quality that will ensure full customer satisfaction with our level of service.
QDELL/LHR are committed to achieving and maintaining this standard of excellence using the Quality Management System based upon BS EN ISO 9002. Quality objectives have been set and will be measured at each management review meeting to ensure that all quality objectives are maintained.
By striving for Quality and efficiency in an orderly and consistent way, we shall all be playing our full part in the continuing success of our Company. In addition, quality objectives are used in playing a constructive way to further enhance the performance of the company.
This statement represents my commitment to Quality Policy.
Ian Dickinson
Managing Director
Qdell Limited and LHR Express Cars Limited
If on the very rare occasion it is not possible to supply a car in the time required we operate a customer honesty policy.
This means we will inform you at the time if we are unable to provide a specific vehicle, or a vehicle at a specific time, we will offer you an alternative vehicle or alternative pick up time. If this is not convenient this allows you to make alternative arrangements.
This is very rare occurrence; however, we feel that it is better to give our clients the true facts so they can make decisions based on the information provided
We operate a data privacy policy. We protect individuals with regards to personal data and movement of such data. No data supplied to our company will be transferred to any individual outside our organisation.
We operate a full confidentially policy and any information given to, or over heard on journeys will not be repeated or used any way or form. All of our drivers sign a confidentiality agreement on commencement of employment.
All cars/vehicles will be of a good standard and clean at all times whilst carrying passengers. The cars are regularly checked and maintained in accordance with our ISO procedures manual and Public Carriage Office regulations.
We supply the following types of
vehicles
| Saloon | Motorcycles |
| Club Class | Escort Van |
| Estate Car | Transit Van |
| Executive Vehicles | Long Wheel Base |
| MPV | High Top Vans |
Bookings can be made by the following means:-
| Telephone | An office based telephonist will take all the details and place a booking on our computerised system. A unique booking reference number will be supplied. Quotations can be supplied. |
| Fax | Fax bookings will be confirmed by faxing back the original booking request along with our booking confirmation number. |
| Online | You can log on to our web site qdelllhr.co.uk. Go to the make a booking section and send us your booking direct. You will receive a confirmation e-mail to advise that your booking has been entered onto the system. This system should only be used for bookings which have pick up times of more than one hour in advance. Account customers can have their own customised booking page. We can offer a password protected viewing screen to check status of any advanced bookings or PODs or any courier work. Please note: - an e-mail booking is not complete or guaranteed until you have received your booking confirmation. |
| Standard Email | Email bookings can be sent to service@qdelllhr.co.uk. The e-mail booking system is checked periodically. A confirmation e-mail will be sent on completion. Please note: - an e-mail booking is not complete or guaranteed until you have received your booking confirmation. |
A unique cancellation reference will be supplied when any booking has been cancelled. Please ensure that you are supplied with this unique reference and that you take the name of the telephonist who dealt with your cancellation. You will need to quote this cancellation number in the event of a query.
We reserve the right to charge a cancellation fee. This will be charged if the cancellation is made less than 45 minutes (or the time taken to arrive at the pick up destination) prior to travel.
For all bookings which are cancelled on arrival - we reserve the right to charge the full price for the journey.
For all No Pick Ups - we reserve the right to charge the full price for the journey
For
international travellers, our uniformed staff will wait to meet the traveller
at the barrier after customs
All
drivers carry valid PCO and our own photographic ID passes
For domestic arrivals, our
uniformed staff will wait outside the arrivals hall
The customer is to supply
the traveller with our office telephone number for any queries
The traveller should contact
our office if they have not been met by our meet and greet representative immediately
on their arrival.
At Heathrow our meet and
greet representatives are clearly identified with their green jackets. However
for other airports and railway stations the drivers themselves will meet the
passengers at the pick up point. They will have name boards with the traveller's
information.
All bookings that are pre booked as a "will ring" feature the following benefits:-
Where
flight numbers have been supplied, we will track the flight and watch for the
arrival time.
When the passengers phone
we will aim to get a car to them within 10-15 minutes of their call. This is
dependent on the availability of suitable vehicles and subject to traffic congestion
etc. Please note :- The vehicle will not be despatched until the passenger has
collected all of their luggage.
Any "Will Ring"
passenger will be given preference over any other standard booking (excluding
passengers that have booked the meet and greet service)
We aim to provide the most competitive pricing within our immediate area. However, for travel which is further a field additional charges may be applicable. For all travel outside the Heathrow area please obtain a quotation from our operations team.
Any complaint made about the standard of our service will be investigated as per our documented complaints procedure as outlined in our ISO accreditation.
If you are unhappy with the service
levels that you receive from either LHR Express Cars or Qdell Limited, download
and complete the Customer
Satisfaction Survey and fax to 01895 449961 or e-mail to service@qdelllhr.co.uk
