How do I make a complaint?

• Getting Started
  • About the service
    • What is the difference between First Class and Business Class service?
    • What cities does Crawfords operate in?
    • How many passengers can each vehicle accommodate?
    • What if my flight or train is delayed?
    • How long will the driver wait for me?
    • Which languages do the drivers speak?
    • Do the vehicles have Wi-Fi?
    • How far in advance can I book a ride?
    • What kind of training do Crawfords Drivers/Chauffeurs receive?
    • What colour are the vehicles?
    • Does Crawfords offer long-distance journeys?
    • How do I create a corporate account with Crawfords?
  • Booking Crawfords
    • Do I need to specify the arrival terminal for airport pickups?
    • How can I book a ride?
    • How do I add a discount code?
    • How do I contact my Chauffeur/Driver?
    • How do I get a quote?
    • How does Crawfords accommodate passengers who require special assistance?
    • Step-by-step guide on booking a ride on our app?
    • Step-by-step guide on booking a ride on our website?
    • When do I receive booking confirmation?
    • Where will the Chauffeur/Driver meet me at the airport?
    • Where will the Chauffeur/Driver meet me at the train station?
    • Which platform can I use to book, change, or cancel my ride?
  • General FAQ
    • How do I contact the customer service team?
    • Can I smoke in the vehicle?
    • Does Crawfords allow pets in the vehicle?
    • Does Crawfords use electric vehicles?
    • How do I find out the luggage capacity of the vehicle?
    • Is food and drink allowed in the car?
    • What if I have more luggage than the allowance?
    • When will I receive Chauffeur details?
• My Crawfords Account
  • My Crawfords Account
    • How can I change my password?
    • I forgot my password. How can I reset it?
    • Can I book a ride for someone else using my account?
    • How do I set up a business account?
• Manage Bookings
  • Your ride
    • Can I track my Chauffeur/Driver’s location?
    • Will I receive email confirmation of my ride?
  • Making changes to your booking
    • How do I leave a review of my trip?
    • How do I recover lost property?
    • How do I make a complaint?
    • What do I do if I booked a ride with the wrong pick-up or drop-off location?
    • Can I add extra stops on my one-way ride?
    • Why can’t I make changes to my ride? What should I do?
    • How can I make changes to my ride?
    • What is your cancellation policy?
• Billing and Payment
  • General Billing and Payment
    • How can I add or delete a payment card?
    • Can I update my payment method by phone or email?
    • Do I have to tip the Chauffeur/Driver?
    • When do I get charged for my ride?
    • Which payment options are available?
  • Pricing
    • Are the prices shown per vehicle or per person?
    • Will I be charged for additional wait time if the Chauffeur/Driver arrives early?
  • Payment issues
    • I think my card was charged twice for one ride. What should I do?
    • I have an unexpected charge from Crawfords. What should I do?
    • What should I do if I have an upcoming ride with Crawfords and my card has been lost or stolen?
  • Invoicing
    • When will I receive my invoice?
    • Where can I find my invoices?
    • Can I pay my monthly invoice by credit or debit card?
• Safety
  • General safety
    • Are Crawfords’ cars regularly serviced and maintained?
    • Can drivers/chauffeurs assist with luggage and personal belongings?
    • What is Crawfords doing to ensure passenger safety?
• Couriers
  • General Couriers FAQ
    • What area of London does Crawfords couriers cover?
    • Do you offer a national courier service (UK)?
    • What is the maximum weight you can Crawfords courier’s transport?
    • Can Crawfords couriers accommodate large and heavy shipments/packages?
    • How quickly can Crawfords courier’s pick up my parcel?
    • Can a driver contact me when they are close to the delivery address?
    • Can I track my courier’s location?
    • Can you transport hazardous goods?
    • Do you operate outside of normal hours?
    • Does Crawfords provide proof of delivery?
    • Does your courier service operate on weekends?
    • How do I make a complaint about my courier delivery experience?
    • Is this a guaranteed service?
    • My package was damaged in transit, what should I do?
    • My package was not delivered, what should I do?
    • What insurance is included?
    • What is the cut-off time for same-day delivery?
    • What vehicles does Crawfords use for courier services?
    • Will the courier take extra care when handling fragile items?