These answers cover the questions passengers most often ask before and during a Mason & Green journey. Your booking confirmation and any airport-specific instructions take priority where they contain more specific information.
Which London airports do you serve?
We serve Heathrow, Gatwick, Stansted, Luton and London City Airport, as well as selected private aviation airports such as Farnborough, Biggin Hill and RAF Northolt. Airport procedures differ, so check the relevant airport page and your booking confirmation.
Do you track my flight?
Yes. For airport collections, provide the correct flight number so we can monitor the flight and plan driver timing around early or delayed arrival. If you change or miss the flight, contact us as soon as possible.
How does Meet & Greet work?
Meet & Greet is used at applicable airports according to the service booked. The driver plans terminal entry around flight arrival, immigration and baggage reclaim. Your confirmation and driver messages will tell you where to meet.
How much airport waiting time is included?
Unless your booking states otherwise, airport collections include up to 60 minutes of complimentary waiting under the airport waiting arrangement used for the booking. Additional waiting and parking may be chargeable.
What if I ask the driver to enter arrivals later?
If you request a specific later terminal-entry time, the waiting arrangement is based on that requested plan rather than creating a second full waiting allowance from landing.
Can I contact my driver on WhatsApp?
Yes. A working mobile number is important for airport, station and hotel collections. WhatsApp is especially useful for international visitors using airport Wi-Fi or mobile data.
Do you provide child seats?
Yes. Baby, toddler and booster seats can be requested without a separate seat charge on compatible vehicles. To guarantee the request, include it when booking and provide the child’s age and approximate size where possible.
Which vehicle should I book for luggage?
Passenger capacity alone does not determine luggage capacity. Tell us how many large cases, cabin bags, pushchairs, wheelchairs or other large items you have so we can recommend a suitable Estate, MPV, larger MPV or Business Van.
Can luggage stay in the vehicle between separate bookings?
No. Separate transfers are treated as separate services. If you need a driver and vehicle to remain with luggage between stops, book an hourly service or ask us for an expressly agreed arrangement.
Can you take us from Heathrow to Southampton cruise terminals?
Yes. Mason & Green provides private Heathrow–Southampton and London–Southampton cruise transfers, with vehicle planning based on passenger numbers and cruise luggage.
Which Southampton cruise terminals do you serve?
We serve the principal Southampton cruise terminals used by major cruise lines. Provide the ship name, terminal if known, embarkation or disembarkation timing and luggage details when booking.
Do you offer station Meet & Greet?
Station collections normally use an agreed forecourt or short-stay meeting arrangement rather than an airport-style arrivals-hall Meet & Greet, because station parking and access are more restricted.
What happens if my train or cruise is delayed?
Contact us as soon as you know about a significant delay. We will try to adjust the booking, subject to driver and vehicle availability. Waiting, parking or amendment charges may apply where additional time is required.
Are your prices fixed?
Confirmed transfer fares are fixed for the journey details supplied when booking and do not use surge pricing. Additional charges can arise if the service changes materially, for example extra waiting, parking, additional stops or a changed destination.
Can I make changes after booking?
Yes, subject to availability. Contact us as early as possible if you need to change the pickup time, flight, passenger numbers, vehicle, child seats, luggage, pickup or destination. A revised fare may apply.
What is your cancellation policy?
Standard bookings can generally be cancelled without charge more than 24 hours before pickup. Specialist or executive vehicle bookings have stricter terms, including a 48-hour window. Please read the current Terms & Conditions for the full policy.
What happens if I cannot find my driver?
Check your phone and WhatsApp for driver instructions and contact Mason & Green immediately. Airport and station pickup locations can change because of parking controls, stewards or terminal restrictions.
Do drivers help with luggage?
Drivers will assist with luggage where reasonably practical, but may not be able to enter buildings, carry items over long distances or provide assistance that would be unsafe or outside the booked service.
Can I book an hourly chauffeur instead of individual transfers?
Yes. Hourly hire is suitable when you need the driver and vehicle to remain available for multiple stops, meetings, sightseeing or luggage retention during the booking period.
Do you provide executive and VIP vehicles?
Yes. Depending on availability and journey requirements, options include Business Class, Business Van / Mercedes V-Class and First Class vehicles.
Can you arrange several vehicles for a group?
Yes. Multi-vehicle bookings can be coordinated for families, groups, corporate movements, events and complex itineraries.
Are you a licensed London operator?
Yes. Mason & Green Ltd is licensed by Transport for London under Private Hire Operator Licence 10629.
How do I make a complaint or report a problem?
Contact us as soon as possible with your booking reference and details. Formal complaints should preferably be submitted within 10 days of travel so we can investigate while records are readily available.
Where can I read the full booking terms and privacy information?
See our Terms & Conditions, Privacy Policy and Cookie Policy in the website footer.