Coach Hire Guarantee

 

 

 

 

 

Here at Whittles we are extremely proud of our excellent reputation for reliability, friendliness and quality service, 

built up over many years of hard work.

 

We like to look after our customers! – So much so that we are willing to GUARANTEE the services that we provide.

 

• Our driver will turn up at the right place at the right time

• Our driver will be smart, professional and helpful

• Our driver will know his route and timings

• Our driver will drive – smoothly and safely to ensure comfort

• Our coach will be clean inside and out

• Our coach will be reliable and comfortable

• Our operations support team can help 24 hours a day

 

We know you will be thinking “yes, sounds good but let me see the small print” – so please read on for more details!

 

 

 

FULL DETAILS OF OUR COACH HIRE GUARANTEE!

 

 

1.     Our driver will turn up at the right place at the right time

We expect all our drivers to arrive ten minutes before your appointed pick up time, customers should ring 01562 820002 if the coach has not arrived by this time. Should the driver be late then the following re-imbursements will be applied:

i)         The coach is late by up to fifteen minutes - 20% reduction on the hire charge.

ii) The coach is late by up to thirty minutes - 30% reduction on the hire charge.

iii) The coach is late by more than thirty minutes - 50% reduction on the hire charge.

We would ask customers to consider sensible reasons for delays such as road congestion due to accidents etc. We do have GPS tracking technology on all coaches, which can verify any unforeseen delay.

 

2.  Our driver will be smart, professional and helpful

We provide thorough training for all our drivers.  Therefore we expect them to be professional, friendly and helpful at all times.  We also provide them all with a full uniform, so that they look smart at all times too.  If you feel that the services of your driver did not meet these expectations then please contact us and we will immediately investigate the matter and take appropriate action.

 

3. Our driver will know their route and timings

We expect all our drivers – from those with many years of experience to our newest and youngest drivers to have ‘done their homework’ on all aspects of the locations and routings for your coach hire journey.  Many use ‘Sat Nav’ which are in most cases, extremely useful.  However, we also expect them to have a thorough grounding and understanding of maps and geography.  Again, if your driver did not display these skills then we would like to know please, so that we can take action.

 

4. Our driver will drive smoothly and safely to ensure comfort

Be assured that our drivers and are carefully chosen, trained and monitored. We expect them to display professional excellence in all their actions as a coach driver.  Once again, if for any reason you do not feel that this has been your experience then please tell us, we need to know and then we can agree with you what needs to be done.

 

5. Our coach will be clean inside and out

We make sure that our coaches are turned out clean, tidy and fully functioning each day.  If you have any concerns about the presentation of the coach provided to you for your coach hire, then please, again, tell us and we will investigate and agree with you what action to take.

 

6. Our coach will be reliable and comfortable

We maintain our modern coach fleet here on site, where our experienced engineering team have excellent facilities for all types of vehicle maintenance and repair work.  They know how to keep our fleet running in top order and they watch over them 24 hours a day, 365 days a year.  However, in the very unlikely event that a breakdown should occur, the company cover for all eventualities including of course punctures and wind screen breakage. Should a delay ever occur, the following hire charge reductions will apply:

 

i) The group is delayed by more than 1 hour - a 20% reduction on the hire charge.

ii) The group is delayed by more than 1.5 hours - a 40% reduction on the hire charge.

iii) The group is delayed by more than 2.0 hours - a 60% reduction on the hire charge.

 

7. Our operations support team is available 24 hours a day

Finally, regardless of the time of the day, or the season of your coach hire, you can rest assured that if you have any concerns whatsoever, either immediately before your hire, or during it, then help is one telephone call away – 24 hours a day.  Just call 01562 820002 and your call will be answered.  All out of office hours calls are diverted to our Duty Manager, who has full responsibility and authority to take whatever action is appropriate. 

 

To provide even more assurance about our Quality Coach Hire Guarantee, we are members the Confederation of Passenger Transport, the industry's trade association. Membership of this organisation requires the operator to work to the highest operational standards.