Carry sufficient sealed bottles for the confirmed passenger capacity, with reasonable contingency where appropriate.
Black Fleet London Chauffeur Standards
Driver Conduct and Professional Standards Policy.
Black Fleet London requires every chauffeur delivering our bookings to combine safe and lawful driving with discretion, punctuality, personal presentation and a properly prepared premium vehicle.
Black Fleet London Ltd is licensed by Transport for London as a private hire operator. These standards apply to chauffeurs, contractors, licensed operating partners and other authorised personnel delivering journeys on behalf of Black Fleet London.
Purpose
A consistent professional standard across every journey.
The purpose of this policy is to define the conduct, presentation, safety and passenger-service standards required when delivering a Black Fleet London booking.
These requirements apply regardless of whether the chauffeur works directly with Black Fleet London or through an approved licensed operating partner.
Scope of this policy
- Professional and personal presentation
- Vehicle preparation and mandatory amenities
- Punctuality, route planning and arrival conduct
- Passenger greeting and communication
- Safe driving and mobile-phone restrictions
- Privacy, confidentiality and professional boundaries
- Equality, accessibility and safeguarding
- Complaints, ratings and disciplinary restrictions
Our Professional Standard
Prepared before arrival. Professional throughout. Accountable afterwards.
A Black Fleet London chauffeur should never rely on the passenger to identify missing preparation. The driver, vehicle, route and passenger amenities must be checked before the journey begins.
Prepared
Review the booking, route, vehicle and passenger requirements.
Presentable
Maintain professional dress, hygiene and vehicle condition.
Attentive
Support the passenger without becoming intrusive.
Accountable
Report changes, incidents and service deficiencies honestly.
Mandatory Client Amenities
Every allocated vehicle must be prepared with essential passenger amenities.
These amenities form part of Black Fleet London’s premium service standard. They must be present, clean, functional and available to the passenger before the chauffeur begins the assignment.
Bottled water
Sealed drinking water in good condition and sufficient for the
confirmed passenger capacity.
Passenger wipes
Individually packaged or hygienically presented wipes available for
passenger use.
Wi-Fi access
A functional passenger internet connection, subject to ordinary
mobile-network coverage.
Charging cables
Clean and working cables covering commonly used modern client
devices.
Mandatory means prepared before allocation
A chauffeur must not knowingly begin a Black Fleet London assignment without the required water, wipes and functional charging provision. Wi-Fi equipment must be active and tested, although network coverage cannot be guaranteed in every location. Any deficiency must be reported before pickup so that it can be corrected or operationally assessed.
Amenity Preparation
Clean, safe and presented as part of the vehicle—not improvised after collection.
Bottles must be sealed, clean, undamaged and stored away from excessive heat or contamination.
Wipes must be unused and hygienically contained. Previously opened passenger products must not be offered.
The hotspot or in-vehicle connection should be activated and checked before the assignment.
Do not monitor passenger browsing or use the connection to collect unnecessary information about the passenger.
Carry suitable USB-C and Lightning charging capability, together with another commonly required connection where operationally appropriate.
Cables must be clean, undamaged and free from exposed wiring or unsafe connectors.
Amenities should be stored neatly and offered discreetly without cluttering the passenger cabin.
Used, missing or damaged amenities must be replaced before the next Black Fleet London assignment.
Personal Presentation
Smart, clean and appropriate for a premium chauffeur environment.
Chauffeurs represent Black Fleet London from the moment they become visible to the client. Dress and personal presentation should support confidence, discretion and professionalism.
Presentation requirements
- Clean dark suit or approved professional business attire
- Clean shirt and appropriately coordinated appearance
- Polished and closed professional footwear
- Good personal hygiene and clean hands
- Neat hair and facial hair
- No strong or excessive fragrance
- No offensive, political or promotional clothing
- No smoking smell on clothing or inside the vehicle
Vehicle Presentation
The cabin must be ready for the client before arriving on location.
The vehicle must be clean, roadworthy, correctly licensed and consistent with the confirmed service class.
Personal belongings, delivery equipment and avoidable clutter must not occupy the passenger or luggage area.
Pre-journey presentation check
- Exterior reasonably clean and presentable
- Passenger cabin vacuumed and free from waste
- Windows, handles and touchpoints clean
- Seats and seat belts clean and functional
- Boot prepared for the confirmed luggage
- Climate control working correctly
- No tobacco, vaping or strong food smell
- Water, wipes, Wi-Fi and charging cables ready
Punctuality and Preparation
Arrive early enough to be ready at the confirmed pickup time.
Chauffeurs must plan for traffic, parking, airport access, charging, fuel, road restrictions and positioning before accepting or commencing an assignment.
Arriving nearby is not the same as being correctly on location and ready to meet the passenger.
Before travelling to pickup
- Review the full booking details
- Check pickup and destination addresses
- Check terminal, flight or train details where applicable
- Review expected traffic and road restrictions
- Confirm adequate fuel or battery range
- Confirm parking and meet-and-greet arrangements
- Check the passenger name-board requirement
- Update On My Way accurately
Meeting the Passenger
A calm, visible and professional welcome.
Correct location
Attend the confirmed collection point or approved meeting area.
Clear name board
Use the approved tablet or board with the correct passenger name where meet and greet applies.
Professional greeting
Confirm the passenger discreetly and introduce yourself politely.
Luggage support
Offer reasonable assistance while respecting personal preference and safe manual handling.
Passenger Communication
Courteous, concise and limited to the journey.
Chauffeurs should provide helpful operational communication without overwhelming the passenger or turning the journey into an unwanted personal conversation.
Conversation should follow the passenger’s preference. Silence must be respected.
Communication standards
- Use polite and professional language
- Confirm material route or destination questions discreetly
- Explain unavoidable delays honestly
- Avoid political, religious or sexual discussion
- Do not criticise Black Fleet London, clients or other drivers
- Do not ask intrusive personal questions
- Do not argue with or intimidate the passenger
- Escalate complaints rather than debating them
Safe Driving Conduct
Comfort never takes priority over safety—and speed never defines premium service.
Observe legal speed limits and reduce speed further where road, weather or pedestrian conditions require it.
Avoid harsh acceleration, late braking and aggressive lane changes.
Maintain sufficient stopping distance and adapt it to conditions.
No road rage, retaliatory driving, intimidation or unnecessary horn use.
Ensure fitted seat belts are available and remind passengers where appropriate without confrontation.
Do not collect or discharge passengers where doing so creates avoidable danger or unlawful obstruction.
Do not follow a passenger instruction that would require unsafe or unlawful driving.
Adapt speed, route and stopping distance to rain, ice, fog and visibility.
Drive with particular care where passengers are elderly, unwell, pregnant, disabled or travelling with children.
Mobile Phones and Distraction
No handheld device use while driving.
Chauffeurs must not hold or use a phone, tablet or similar device while driving, including while stationary in traffic.
Navigation must be set before moving or adjusted only after stopping and parking safely. Hands-free use must also be limited where it creates distraction.
Prohibited while driving
- Reading or sending messages
- Answering a handheld call
- Typing into navigation
- Taking photographs or video
- Changing music on a handheld device
- Reviewing booking details on screen
- Updating journey status manually
- Holding a device while stopped in traffic
Fitness to Drive
Zero tolerance for impaired or dangerously fatigued driving.
A chauffeur must not drive where alcohol, illegal drugs, medication, illness, emotional condition or fatigue may impair safe performance.
Drivers must withdraw or request replacement before passenger safety is compromised.
Mandatory fitness rules
- No alcohol before or during an assignment
- No illegal drug use
- No driving where medication causes impairment
- No driving while dangerously tired
- Take appropriate rest and breaks
- Report a health condition affecting safety
- Do not conceal impairment to avoid losing a booking
- Request replacement where safe performance is doubtful
Privacy and Discretion
What happens inside the journey remains confidential.
Chauffeurs may become aware of passenger locations, conversations, business activity, family arrangements and travel plans. Such information must not be discussed, retained or shared outside the operational need.
Confidentiality requirements
- Do not share passenger names or itineraries
- Do not disclose celebrity or VIP journeys
- Do not photograph passengers or their property
- Do not record private conversations
- Do not retain contact details after the operational need
- Never request or use the client’s email address
- Do not post journey information on social media
- Report accidental disclosure immediately
Client email addresses are never provided to chauffeurs
Only operationally necessary passenger contact information approved by Black Fleet London may be provided after final allocation. It must be used solely to complete the assigned journey.
Professional Boundaries
Passenger access must never be used for personal benefit.
No solicitation
Do not offer private transport or divert future bookings away from Black Fleet London.
No personal pursuit
Do not request dates, social-media access or personal contact.
No fare negotiation
Do not change the fare or request unauthorised payment.
No unauthorised passenger
Friends, relatives or other unauthorised persons must not accompany the assignment.
Tips and Gratuities
Gratuities are voluntary and must never be requested.
A passenger may offer a gratuity in recognition of service. Chauffeurs must not pressure, prompt or embarrass a passenger into tipping.
Tip conduct
- Do not ask for a tip
- Do not display an expected percentage
- Do not suggest that gratuity is mandatory
- Do not reduce service where no tip is offered
- Do not add gratuity to the fare independently
- Thank the passenger politely where a gratuity is offered
Equality and Accessibility
Dignified service without discrimination.
Every passenger must be treated respectfully regardless of disability, age, race, nationality, religion, sex, sexual orientation, gender reassignment, pregnancy, family status or other protected characteristic.
Passenger-care expectations
- Make reasonable adjustments where required
- Communicate patiently and respectfully
- Do not make assumptions about capability
- Offer appropriate mobility and luggage assistance
- Respect assistance dogs and applicable legal duties
- Do not refuse a passenger for discriminatory reasons
- Report any requirement the vehicle cannot safely meet
Harassment and Sexual Misconduct
Zero tolerance for sexualised, threatening or predatory conduct.
Any sexual comment, proposition, unwanted contact, intrusive questioning or exploitation of a passenger is incompatible with Black Fleet London service.
Serious allegations may result in immediate restriction from assignments while the concern is assessed and referred where appropriate.
Strictly prohibited
- Comments about the passenger’s body or sexuality
- Requests for dates or private contact
- Unwanted touching
- Sexual jokes, imagery or content
- Following or contacting a passenger after the journey
- Exploiting intoxication, disability or vulnerability
- Threatening or retaliating after a complaint
Route and Journey Conduct
Follow the confirmed journey while responding reasonably to the client.
Chauffeurs should select a safe and reasonable route, taking account of traffic, road restrictions and the passenger’s legitimate preference.
Material additional stops, route extensions or waiting must be reported through the operator so the booking remains accurate and transparent.
Route standards
- Review the destination before departure
- Use a safe and reasonable route
- Explain material disruption where useful
- Do not create unnecessary mileage
- Do not refuse reasonable directions without explanation
- Report additional stops and waiting
- Do not change the destination for personal convenience
Passenger Environment
Comfort adjusted to the passenger—not the chauffeur.
Temperature
Ask or respond politely to reasonable climate-control preferences.
Music
Keep audio low and neutral, or switch it off when preferred.
Calls
Avoid personal calls during the journey except for genuine necessity.
Privacy
Allow passengers to work, rest or speak privately without intrusion.
Journey Status and Reporting
Status updates must reflect the real journey.
Chauffeurs must update On My Way, On Location, Passenger On Board and Trip Ended accurately through the authorised operational process.
Statuses must not be entered early to create a false appearance of punctuality or completion.
Mandatory reporting
- Delay or inability to reach pickup
- Incorrect or inaccessible collection location
- Passenger no-contact situation
- Vehicle warning or defect
- Collision or safety incident
- Additional stop, waiting or route change
- Lost property
- Complaint or safeguarding concern
Passenger Complaints
Listen, remain calm and refer the concern
Chauffeurs must not argue with, threaten or pressure a passenger who raises a concern.
The concern should be reported promptly so Black Fleet London can preserve the relevant records and respond through its complaints process.
Reviews and Ratings
Feedback used to monitor service quality
Client reviews, ratings and direct feedback may be considered alongside punctuality, compliance, status and complaint evidence.
Chauffeurs must not pressure passengers to provide a positive review or challenge them personally over negative feedback.
Restriction and Corrective Action
Serious or repeated failures may remove access to Black Fleet London work.
Black Fleet London may issue guidance, require corrective action, suspend allocation or end a supplier relationship according to the seriousness and recurrence of the conduct.
Restriction triggers may include
- Dangerous or aggressive driving
- Mobile-phone use while driving
- Alcohol, drugs or serious fatigue
- Sexual misconduct or harassment
- Discrimination or abusive conduct
- Unauthorised passenger contact or solicitation
- False journey-status or waiting records
- Repeated failure to provide mandatory amenities
Mandatory-amenity non-compliance
Missing water, wipes, charging cables or unreported Wi-Fi failure may lead to a warning, temporary restriction or removal from future allocations, particularly where the deficiency is repeated or knowingly concealed.
Roles and Accountability
Professional standards owned across the operating network.
01
Director
Owns the policy and oversees material conduct, safety and supplier decisions.
02
Operations team
Communicates requirements, monitors service and records incidents, complaints and corrective action.
03
Licensed operating partners
Ensure allocated chauffeurs understand and comply with Black Fleet London standards.
04
Chauffeurs
Prepare themselves and the vehicle, deliver the service and report any deficiency honestly.
Monitoring and Assurance
Standards assessed through records, feedback and operational evidence.
Punctuality
Arrival performance, delays and communication.
Presentation
Chauffeur dress, hygiene and vehicle condition.
Amenities
Water, wipes, Wi-Fi and charging-cable availability.
Driving conduct
Safety concerns, complaints and reported incidents.
Client feedback
Reviews, ratings and direct service comments.
Privacy
Unauthorised contact, disclosure or solicitation.
Status integrity
Accuracy of On My Way, On Location, POB and Trip Ended.
Corrective action
Warnings, retraining, restrictions and verified improvement.
Awareness and Training
Requirements communicated before assignments are offered
Relevant chauffeurs and operating partners should understand safety, passenger care, confidentiality, safeguarding, journey-status and mandatory-amenity requirements.
Additional guidance may be required following a complaint, inspection, service failure or change in operating standards.
Policy Review
Reviewed against regulation, feedback and operating experience
This policy should be reviewed at least annually and following a material TfL requirement, serious conduct incident, recurring client concern or change to Black Fleet London’s service standard.
Changes may affect vehicle preparation, amenities, driver conduct, reporting, monitoring and supplier eligibility.
Our chauffeur principle
Premium service is demonstrated through preparation and conduct—not only through the vehicle. Every passenger should experience a clean and properly equipped car, safe driving, discreet communication and a chauffeur who places the client at the centre of the operation.
Related Governance
Professional conduct supported by connected operator controls.
Driver and Vehicle Compliance Policy
Licensing, insurance, document validation and allocation eligibility.
Health and Safety Policy
Driving risk, passenger safety and incident response.
Safeguarding and Passenger Welfare Policy
Vulnerable passengers, disclosures and professional boundaries.
Data Protection Policy
Passenger information, confidentiality and controlled access.
Complaints and Service Recovery Policy
Complaint handling, investigation and passenger remedies.
Supplier Code of Conduct
Mandatory conduct, disclosure and cooperation standards.
Chauffeuring Reimagined
Professional chauffeurs. Prepared vehicles. Premium benefits included.
Every Black Fleet London journey is expected to include safe and discreet chauffeur service, a properly prepared vehicle, bottled water, passenger wipes, Wi-Fi and charging cables.