The Charter

Our affiliate members, professionals in the personal transport services sector, are committed to ensuring that all their customers receive the very best service and that they fulfil their promises.

To achieve this, the Driver Quality Charter guarantees the following principles.

Information and Advice.

The affiliate member is committed to respecting the profession’s image at all levels.
The affiliate member must put all his abilities at his customers’ disposal. He must advise and inform customers in support of their best interests.
Every quote provided by the affiliate member must be clear, complete and unambiguous.
The affiliate member must detail, in writing, all the factors necessary for him to carry out his assignments properly.
The affiliate member’s terms of payment and cancellation must be clearly indicated in his price offers.

Availability

The affiliate member’s switchboard must be available every day from 8:00 to 18:00 hours, local time.
Someone must be on telephone duty up to 22:00 hours.
The affiliate member must respond to quote requests within 2 working days.
The affiliate member must confirm all customer bookings in writing as soon as possible, and at the very latest within 24 working hours.
Any changes to an order must be re-confirmed within the same timeframes, including changes in price.

Meeting promises

The affiliate member is committed to undertaking the assignments allocated to him with the utmost care in respect of the legal clauses, solely by the member staff responding to these.
The affiliate member is committed to respecting, except in the case of force majeure, the hours of services and all of the conditions outlined in the order confirmation.
In cases of force majeure or of the unexpected occurring, the affiliate member will take all necessary measures to minimise changes or delay(s) resulting from them. In this case, the affiliate member is committed to warning his customer as soon as possible.
The affiliate member undertakes to ensure that all persons involved in each assignment, in whatever capacity, respect the commitments associated with this Charter.

Vehicles

The affiliate member guarantees that vehicles are legitimately insured according to the legal measures in force in the country, ensuring the user will have the highest level of safety and comfort as required by the assignment.
The affiliate member must take out public liability insurance specific to the paid transportation of people, to cover any physical damage to customers.
The affiliate member must guarantee that vehicles are regularly maintained and in correct order in all respects.
The affiliate member undertakes to provide clean vehicles, in perfect condition, both on the exterior and the interior.

Drivers

Drivers must hold the qualifications required by the authorities.
Drivers must have a professional command of their region’s road network.
Drivers know their itineraries in advance.
Drivers must be confident, punctual and willing to help.
Drivers must show courtesy and the greatest discretion.
Drivers must have a sufficient understanding of conversational English and of the official language used in their region.
Drivers must be dressed in a suit, or as required by the Customer.
Drivers must undergo regular medical checks in accordance with the legislation in force.”

The Quality Chain

Each member of staff or sub-contractor of the affiliate member is a link in the quality chain and must behave as such towards all customers.
As an affiliate member, he undertakes to abide by the Driver Quality Charter checks which will act as arbiter with respect to the charter’s commitments.
The affiliate member will personally assume full responsibility in the case of litigation arising from non respect of the Charter and defend and protect Driver Quality Charter in the case of proceedings of any kind which may be brought against it as a result of this non respect.