Frequently Asked Questions
Executive Customer FAQ
Everything you need to know about booking a Limohawk chauffeur — pricing, policies, service standards and coverage.
What is Limohawk?
Limohawk is a managed marketplace for premium chauffeur services, providing access to vetted operators with consistent service standards and transparent pricing.
What services do you offer?
- Airport transfers with meet and greet
- Point-to-point journeys
- Hourly and full-day chauffeur services
What's included with airport transfers?
Everything is taken care of from landing to departure.
Airport pickups include
- Flight tracking with automatic adjustment
- Meet and greet inside arrivals with digital name board
- 80 minutes waiting time from actual landing
- Luggage assistance
- Direct escort to vehicle
- Professional chauffeur
- Premium vehicle standard
- Transparent pricing
Airport drop-offs include
- 30 minutes complimentary waiting time
- Route and timing planning
- Journey confirmation before departure
- Drop-off charges included where applicable
Which UK airports do you cover?
- Heathrow
- Gatwick
- Stansted
- Luton
- London City Airport
- Birmingham Airport
- Manchester Airport
- Edinburgh Airport
How is pricing determined?
Pricing is defined by vetted operators and reflects real market rates with no hidden markups.
Is the price I am quoted the price I pay?
Yes. The final price you are quoted is what you pay. The price will only change if there is a substantial change from the original booking requirements, or if the terms of the booking have lapsed.
Are there additional charges?
Only for usage beyond what was booked. Where your actual usage exceeds the included allowances, an additional charge may apply after your journey:
- Extra waiting time beyond allowance
- Extra mileage beyond the included allowance on hourly hire
- Additional stops or route changes
- Special requests or upgrades
Any such charge is calculated only from the usage actually recorded, at the same rates shown on your quote, and is itemised and confirmed to you.
What's the cancellation policy?
- More than 2 hours before pickup — full refund
- Less than 2 hours before pickup — no refund
What's the delay policy?
We aim to be on time for every booking.
- A delay of up to 15 minutes is normal operational tolerance and is not a service failure on its own
- Beyond 15 minutes we assess the circumstances under our Service Guarantee — if you made alternative arrangements because the chauffeur was late, that is a service failure and you get a full refund
- Delays may be caused by traffic, roadworks, protests or incidents
How do you ensure service quality?
- Strict operator vetting
- Defined service standards
- Real-time booking monitoring
What are your vehicle standards?
- Maximum 4 years old
- Clean and maintained
- Matches booked category
What are your chauffeur standards?
- Professional attire
- Punctual and courteous
- Luggage assistance
- Journey confirmation
What happens if there's a service issue?
All bookings are monitored. If issues occur, Limohawk intervenes and ensures resolution.
What's the refund policy?
- Full refund where we confirm a service failure — the journey could not be delivered as booked
- A service issue means the journey ran but fell short of our standards; we investigate every one and may offer a goodwill gesture, decided case by case
- No refund for a completed journey delivered as booked
- Cancellation policy applies
How is my personal data handled?
Customer data is securely stored and only used for booking fulfilment in line with regulations.
How do I contact support?
Use the enquiry form at the bottom of this page and our support team will reply within 24 hours. For active bookings you can also reach us via live chat once signed in.
Where does Limohawk currently operate?
Currently operating in London, Birmingham, Manchester and Edinburgh — with new cities added regularly.
Still have a question?
Send us a message and we’ll reply within 24 hours.