Welcome to Mason & Green Transfers! To help make your experience seamless, we’ve compiled answers to frequently asked questions. If you have further inquiries, feel free to reach out to our team.

Frequently Asked Questions (FAQ)

1. How do I book a transfer with Mason & Green?
You can book easily through our website, mobile apps, or by calling our customer service team. Simply select your pick-up 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 your driver will meet you at the designated arrival area, holding a name sign. The driver will assist with luggage and provide a smooth transition to your vehicle. The first hour of waiting time after landing is complimentary; thereafter, waiting time and parking charges may 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 made within 24 hours of the scheduled pick-up will incur a 100% charge of the fare. Additionally, cancellations for long-distance journeys, trips outside of London, or hourly rate bookings are non-refundable and will incur a 100% charge, as these bookings require advance driver allocation.

Please refer to your confirmation and our Terms & Conditions email for specific cancellation terms.

4. Can I request a specific driver or avoid a particular one?
Certainly. If you would like to request a specific driver or prefer to avoid a previous one, please let us know, and we will make every effort to accommodate your request.

5. Do you provide child seats?
Yes, child seats are available at no additional charge upon request. Simply indicate your requirements during booking, and we’ll ensure the appropriate seat is installed. Please book in advance as child seats are in high demand.

6. What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, and American Express. Payments can be made securely online when booking.

7. What happens if my flight is delayed?
We monitor all flight arrivals in real time. If your flight is delayed, we adjust your pick-up time accordingly at no extra cost. Please provide your flight details when booking to ensure this service.

8. Do your drivers offer water or refreshments?
Yes, our drivers provide complimentary bottled water for all passengers. If you have any special refreshment requests, let us know in advance, and we’ll do our best to accommodate them (additional charges may apply).

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 arrives at your pick-up point.

10. What areas do you service?
Mason & Green serves London and surrounding areas, including transfers to and from major airports such as Heathrow, Gatwick, Stansted, Luton, and London City Airport. For other destinations, please contact us directly.

11. What if I leave something in the vehicle?
If you realize you’ve left an item behind, please contact our customer service team promptly. We will work with the driver to locate and arrange the return of your item. Please note that charges may apply for returning items.

12. How can I modify my booking?
To make changes to your booking, such as updating the time or destination, please contact our customer service team by phone or email. We recommend contacting us as early as possible to ensure availability.

13. Do your drivers offer additional services during the ride?
Our drivers assist with luggage and are dedicated to ensuring your journey is comfortable. Please note that drivers are not permitted to promote personal services outside of Mason & Green.

14. How early should I book my transfer?
To guarantee availability, especially during peak travel times, we recommend booking as early as possible. Early booking is advised for special requests such as child seats or additional stops.

15. Can I add extra stops to my transfer?
Yes, additional stops can be requested during booking. Please provide the details, 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 pick-ups and 15 minutes for other locations. After this time, waiting charges may apply. For details, refer to your confirmation email or contact customer service.

17. What types of vehicles are available?
We offer a range of vehicles, including standard sedans, luxury cars, and spacious vans for larger groups. You may select your preferred vehicle type when booking.

18. Do you offer executive or VIP services?
Yes, we provide executive and VIP services, including luxury vehicles and professional chauffeurs for an enhanced travel experience. Contact us to arrange a tailored service.

19. What if I need to travel with oversized luggage or sports equipment?
Please inform us in advance if you are traveling with oversized luggage, sports equipment, or other special items. We’ll ensure an appropriately sized vehicle is provided.

20. Can I book return or round-trip transfers?
Yes, round-trip transfers can be booked in advance. Simply select the "Return Trip" option during booking or contact us to arrange your return journey.

21. How do I provide feedback on my transfer?
We highly value your feedback. After your trip, you’ll receive a feedback request via email. You may also reach out directly to our customer service team to share your experience.

22. What safety measures are in place for passengers?
Our vehicles are regularly sanitized, and we adhere to strict hygiene protocols. If you have specific concerns, please contact us for additional details.

23. What if I need a last-minute booking?
While we recommend advance booking, we understand plans can change. Contact us, and we’ll do our best to accommodate last-minute requests, subject to availability.

24. Can I book group transfers?
Yes, we cater to groups of all sizes, including corporate travel, family trips, and special events. For group rates and custom packages, please contact us directly.

For further assistance, please contact us at info@masonangreen.co.uk or call us on +44 207 924 9177. We look forward to serving you!