Driver Policy

1. Job Confirmations

The ‘Job Confirmation’ email is sent when we (Castle Cars Edinburgh) assign you to a journey. It contains all the details needed to complete the journey, so keep it safe. Usually, we will only send this email type once per journey (unless the journey is changed).

2. Standard Instructions

You must follow our standard instructions.

You should be tracking the flight for early/late arrival.

All trips are prepaid so do not take cash from the client, we pay you not them.

There are exceptional circumstances where Castle Cars Edinburgh are authorising for you to take payment from the customer such as Waiting Time Charges for Airport any waiting after 60 minutes from the flight landing time will be charged at £20 per hour calculated pro rata. (0.33p per minute).

Waiting charges for non Airport jobs start after 5 minutes - £20 per hour calculated pro rata. (0.33p per minute).

All fares include a standard £6 parking charge. If the parking charge exceeds £6 you must then collect this from the customer and print a receipt from the barrier. (Whatsapp the receipt over to castle cars edinburgh incase the client asks for it).

If a customer was to make a mess in your vehicle a cleaning fee must apply. Castle Cars Edinburgh authorises for You to collect the fee before you end the trip. The fee must not exceed £50 depending on severity. (Hot Food spillage e.g. curry and sauces/Stains/Bodily Fluids, & Vomits will be charged £50) Please take a picture of this if the customer is not willing to pay and please give us a call on Whatsapp +44 7447 115884 while you are with the passenger.

You must be able to make International Calls for clients who have international numbers. (Please note some numbers may not be on whatsapp) therefore are required to be called from your Phone Number.

3. Contacting CCE

We request that non urgent contact is made via email, rather than a phone call. Urgent contact usually being about an issue on an imminent journey. We request this so we can keep our phone lines free for customers or suppliers calling about urgent issues.

Phone: +44 7447 115884

Email: [email protected]

4. Invoices/Payments

You will receive an invoice each week by email.

Payments will be processed by bank transfers 1 week in arrears - if there is a delay in this for any reason we will let you know.

We have the right to charge a 10% commission - this will have already been deducted from the price showing in your email job confirmation.

Occasionally you may get jobs where we may not charge commission depending on each job.

We try our best to keep our drivers happy with fair pays.

5. I Can’t Do a Journey That I Accepted!

Should you find yourself unable to carry out a journey you have previously agreed to do please let us know asap.

If the journey is due to start soon please call us immediately on +44 7447 115884 and explain the situation. We will then most likely de-assign the journey from you and find another driver for the transfer.

However if you let us down at the last minute, Castle Cars Edinburgh have the right to charge you 40% of the original fare to pay for the customers taxi from else where as we cannot arrange for drivers in a short time.

Cases like these may impact future jobs with yourselves.

6. What Happens If a Journey Is Cancelled Once I Have Accepted It?

We will always give you as much notice of a cancellation as possible, however this is limited by how much notice our customers give us.

If you have already left to carry out the journey, when it is cancelled you will be paid in part or in full for the transfer.

We will on occasion try to negotiate a call out fee so as to reduce the cost to our customer, especially with more regular customers. This will be negotiated on a journey to journey basis.

7. What Should I Do If a Customer Turns Up With Too Much Luggage For My Vehicle?

This is an urgent issue, please call us ASAP.

We ask all drivers to please inform us if anything out of the ordinary happens to one of our journeys, we will need to add notes to the booking and act accordingly.

It is a good idea to take a photo of your vehicle with as much luggage as will fit with the remaining cases next to the car (if possible, try to get the vehicle make and model or reg. number in the photo as well).

8. I’m Running Late, What Do I Do?

This is an urgent issue, please call us ASAP.

Depending on how bad the situation is, we may need to arrange an alternate driver to prevent the passengers missing flights or simply just let them know the situation.

If a driver cannot be arranged last minute 40% charge of the original fare price will be charged to you and may affect the chances of issuing future jobs to yourselves.

9. A Customer Complained About the Service I Provided?

If we receive a complaint regarding your service from a customer, we will always contact yourself to hear your side of events.

All our communication about complaints is via email as we find it is easier to not get at cross purposes and to remain level-headed.

We do ask that you respond to that email within three days so we can get back to the customer in a reasonable time frame.

Unfortunately, any journeys with active unresolved complaints won’t be paid until the complaint is resolved.