Welcome to Mason & Green Transfers! To help make your experience as seamless as possible, we've compiled answers to some frequently asked questions. If you have further queries, feel free to contact us.

1. How do I book a transfer with Mason & Green?

You can easily book your transfer through our website, our mobile Apps, or by calling our customer service team. Choose your pickup location, destination, and any additional services such as Meet & Greet or child seats.

2. Do you offer a Meet & Greet service?

Yes! Our Meet & Greet service ensures that your driver will be waiting for you at the designated arrival area with a name sign, assisting with luggage and ensuring a smooth transition from the terminal to your vehicle. The waiting time si free for the first hour after landing , after which waiting time and parking charges will apply.

3. What is your cancellation policy?

We offer free cancellation for bookings canceled at least 24 hours prior to the scheduled pick-up time. Cancellations within 24 hours may incur a charge, depending on the service booked. Please check your confirmation email for specific cancellation terms. Any hourly or out of London pick up services can not be refunded as we allocate a driver verbally well in advance of the date to avoid him being allocated other bookings on the day of the specialised booking.

4. Can I request a specific driver or avoid a particular one?

Absolutely! If you've had a particularly good experience with a driver or wish to avoid a previous one, please contact us, and we will do our best to accommodate your request.

5. Do you provide child seats?

Yes, we provide child seats upon request at no extra charge. Just let us know during the booking process, and we will ensure the appropriate seat is fitted in the vehicle. Please ensure you book in advance to avoid disappointment as this is a high demand request.

6. What payment methods do you accept?

We accept all major credit and debit cards, including Visa, MasterCard, and American Express. Payment can be made online, in advance, when booking.

7. What happens if my flight is delayed?

We monitor flight arrivals closely. If your flight is delayed, our drivers will adjust the pickup time accordingly at no extra cost. Please provide us with your flight details when booking to ensure this service is activated.

8. Do your drivers offer water or refreshments?

Yes, our drivers provide complimentary bottled water for passengers during the journey. If you have any special requests, (subject to extra charges), let us know in advance, and we’ll do our best to accommodate them.

9. How do I know my driver has arrived?

For airport transfers, your driver will be waiting in the arrivals area with a name sign. For other locations, you’ll receive a notification via text or email once the driver has arrived at the pick-up point.

10. What areas do you service?

Mason & Green provides transportation services across London and surrounding areas, as well as transfers to and from all major airports including Heathrow, Gatwick, Stansted, Luton, and London City Airport. For other destinations, please contact us directly.

11. What if I leave something in the car?

If you realise you've left something behind, please contact our customer service team immediately. We will coordinate with the driver to recover your item and arrange for its return. A charge  may be implemented for the cost of returning this to you.

12. How can I modify my booking?

To make changes to your booking, such as updating the time or destination, simply contact our customer service team by phone or email. We recommend doing this as early as possible to ensure availability.

13. Do your drivers offer additional services during the ride?

Our drivers are happy to assist with luggage and ensure a comfortable journey. However, please note that we do not permit drivers to promote personal services outside of Mason & Green.

14. How early should I book my transfer?

We recommend booking as early as possible, especially during peak travel periods. This ensures that we can accommodate your preferred time and any special requests such as child seats or additional stops.

15. Can I add extra stops to my transfer?

Yes, you can request additional stops during your booking. Please provide details at the time of booking, and our team will adjust the route and pricing accordingly.

16. Is there a waiting time charge?

Our service includes a complimentary waiting period of 60 minutes for airport pickups and 15 minutes for all other locations. After that, waiting time charges and parking charges may apply. Please refer to your confirmation email or contact customer service for details on these charges.

17. What types of vehicles are available?

We offer a range of vehicles to suit your needs, from standard saloons to luxury vehicles and spacious vans for larger groups or extra luggage. You can select your preferred vehicle type when booking.

18. Do you offer executive or VIP services?

Yes, we provide executive and VIP transportation services, offering luxury vehicles and professional chauffeurs for those seeking an enhanced travel experience. Contact us for more information and to arrange a tailored service.

19. What if I need to travel with oversized luggage or sports equipment?

Please let us know in advance if you are traveling with oversized luggage, sports equipment, or any unusual items. We’ll ensure the appropriate vehicle is provided to accommodate your needs.

20. Can I book return trips or round-trip transfers?

Yes, you can book round-trip transfers in advance. Simply select the "Return Trip" option during the booking process or contact us to arrange your return journey.

21. How do I give feedback on my transfer?

We highly value customer feedback. After your trip, you’ll receive a request for feedback via email, or you can reach out directly to our customer service team to share your experience.

22. What measures are you taking to ensure passenger safety?

We follow strict hygiene protocols, including regular sanitisation of vehicles. If you have specific concerns, feel free to contact us for more details.

23. What if my plans change and I need a last-minute booking?

While we recommend booking in advance, we understand plans change. Contact us, and we will do our best to accommodate last-minute bookings, subject to availability.

24. Can I book transfers for a group?

Yes, we provide transportation services for groups of all sizes. Whether you're arranging corporate travel, a family trip, or a special event, we offer vehicles to suit your needs. Contact us for group rates and custom packages.

For any additional questions, please contact our team at inf@masonangreen.co.uk or contact us on +44 207 924 9177.

We look forward to serving you!