The air leg is arranged. Somebody still has to get them from the apron to their own front door.
Case managers spend their day arranging the difficult parts and then discover the last sixty miles are the ones that go wrong. We take the ground legs, with your case reference on every journey.
- 20+years in private travel
- Ownedchauffeur fleet in London and Manchester, a trusted global network beyond
- 24/7operations desk, one contact
- 3services on one itinerary: car, jet and yacht
In partnership with Harrods Aviation · Signature Aviation · SW Global
What usually goes wrong
The problems particular to a case file
- A repatriation where the air leg is handled and the ground legs at both ends are left to whoever answers the phone
- An arrival time that moves twice while the passenger is in the air, and a driver who has already gone home
- A passenger who is well enough to travel in a car but not well enough to be left at a kerb with their luggage
- A companion, a wheelchair, a walking frame or a quantity of luggage that does not fit whatever was booked
- Disruption cases at two in the morning: a cancelled flight, a missed connection, a family stranded at an airport with no plan
- Authorisations, case references and cost codes that have to survive from the first call through to the invoice
How we work with assistance companies
What we are, and what we are not
We are a chauffeur company. We carry passengers who can travel seated in a car, with or without a companion, and we do it carefully: help to the vehicle, help with luggage, help to the door at the other end, and no hurry at any point. We are not an ambulance service and we do not provide clinical care in transit. When a case needs a clinical escort or a stretcher, that is a job for a medical transport provider, and we will say so rather than take the booking. We are perfectly happy to run the legs either side of one.
The operational shape that works best is a standing arrangement rather than a call each time. Your case managers are named as bookers, your case or claim reference goes on the journey at the point of booking and carries through to the invoice, and there is a staffed desk here at any hour, because these cases do not respect office hours. When an arrival time moves while the passenger is in the air, we move the car, and you hear about it from us rather than from the passenger.
Our own cars and chauffeurs are in London and Manchester, with a trusted global network everywhere else: across the rest of the United Kingdom and abroad we arrange the vehicle through operators we know, with the booking, the coordination and the invoice staying with us. We also arrange private jet charter where a case calls for it, so the air and ground legs can sit with one coordinator instead of two.
The ground legs
The parts of a case we actually do
- Arrival to homeAirport or private terminal to the doorFlight or tail number tracked, the car waiting, help to the front door rather than to the kerb.
- Home to departureThe outbound halfUnhurried, with time built in for a passenger who is not moving quickly.
- Hospital to aircraftWhere the passenger can travel seatedCoordinated with the handling agent at the private terminal, ramp side where the terminal permits.
- Disruption recoveryWhen a journey has collapsedA family off a cancelled flight, a passenger whose car is off the road, an onward leg at an unhelpful hour.
What assistance teams book
Across the life of a case
Repatriation ground legs
Both ends of the air leg, planned together rather than as two unrelated bookings.
Seated patient transport
For passengers able to travel in a car, with a companion, unhurried, door to door.
Accessible journeys
Tell us the chair or the aid and we will tell you honestly what will and will not fit.
Private terminal meets
Luton, Farnborough, Biggin Hill, Stansted and elsewhere, coordinated with the handling agent.
Family and companion travel
The relatives who travel with a case, who also need collecting and taking home.
Air legs arranged
Aircraft and helicopters arranged where a case needs them, alongside the ground.
What the case manager gets
The things that keep a file straight
- A staffed desk at any hour, because arrivals and disruptions do not happen between nine and five
- Your case or claim reference on the journey from the first message through to the invoice
- Named bookers, so a case manager does not have to explain the account each time
- Chauffeurs briefed that this is not an ordinary transfer and that the passenger may need time
- A straight answer when a case needs a medical provider rather than a chauffeur, given early
- Vehicles chosen for the passenger and the equipment, not for what happened to be available
The commercial side
Billed the way a claims team works
- Charged toThe assistance company or the insurerTo an account, on one invoice, rather than to a passenger at a difficult moment.
- Your referenceOn every journeyCase number, claim number or policy reference, carried through to the invoice.
- BookersNamed by youCase managers, the operations desk, an out of hours team.
- CoverageLondon and Manchester, and beyondOur own cars in both cities, and vehicles arranged through operators we know elsewhere.
For the desk
Tell us about your case flow
Roughly how many ground legs a month, which airports and private terminals come up most, how much of it falls outside office hours, and what your case reference and authorisation process looks like. We will come back with how we would set the account up.
Prefer to talk? +44 2030 048300 or WhatsApp, at any hour.
Questions people ask
From assistance and claims teams
Can you move a patient?
We carry passengers who can travel seated in a car, with or without a companion. Anything needing clinical care or a stretcher in transit should go with a medical transport provider, and we will tell you so rather than take the job.
Can you meet an aircraft at a private terminal?
Yes. Give us the airport, the handling agent and the tail number and we will coordinate with the handler. Ramp side collection happens where the terminal permits it.
What about a wheelchair?
Tell us the chair, whether it folds and whether the passenger transfers into a car seat, and we will tell you plainly what fits. See accessible journeys.
Is there anyone there at three in the morning?
Yes. The desk is staffed around the clock, which is the only reason this kind of work is worth setting up as an account.
Can you cover a leg outside your own cities?
Yes, through our trusted global network of operators we know, with the coordination and the invoice staying here.
Will our case reference appear on the invoice?
Yes, on every journey, so the file can be reconciled without anyone ringing us to ask what a line was.
One contact, wherever you are