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As we expand our minibus work and streamline operations, please take note of the following updated procedures and terms. These are effective immediately and apply to all 16-passenger vehicle bookings.

💷 Fare Structure & Deposits

- Minimum fare for any minibus job is £100

- A £100 deposit must be taken at the time of booking

- This deposit becomes non-refundable if the booking is cancelled within 7 days of travel

- All fares will now reflect that a 16-seater minibus is priced at 2x the rate of an 8-seater vehicle

- If a journey is split into two 8-seaters, the total fare must still reflect the full minibus rate

📆 Booking Protocol

More than 24 hours’ notice:

- All operators must accept and process any minibus enquiry or booking

- Confirm and log the job without delay

Less than 24 hours’ notice:

- First, check if Lydia is available to confirm vehicle and driver availability

- If Lydia is unavailable or outside admin hours, escalate to the on-duty controller

- If no minibus is available, the controller is required to split the journey into two 8-seater vehicles

✈️ Airport Transfers – Capacity, Pricing & Customer Instructions

🧳 Passenger & Luggage Capacity

* Maximum of 12 passengers with standard luggage

* Maximum of 13 passengers with hand luggage only

* Always confirm whether luggage is soft or hard shell, as this affects loading capacity

💷 Pricing & Split Journeys

* Drop-off and pick-up fees are included in the fare

* If the journey is split across two vehicles, Express will cover the drop-off and pick-up fees for both

* No additional charges apply to the customer, even when multiple vehicles are used

🚐 Meet & Greet / Pick-Up Protocols

* Meet & greet is not available for 16-seater bookings

* Customers must be advised to locate a parking marshall in the designated pick-up zone

* Inform them that an Express minibus will be waiting in the coach park

* Drivers will make contact with customers on the day to assist with coordination and ensure smooth pick-up

🚫 Booking Restrictions & Scheduling Awareness

- Be especially cautious around school transport hours, particularly 07:00–09:00 in the mornings

- If unsure about availability, check with Lydia or the on-duty controller before confirming

- If a requested time is already booked, do not simply decline—instead, offer an alternative time where possible

- Proactive scheduling helps us maximise bookings and maintain customer satisfaction

📌 Things to Remember

- Always read back minibus bookings to confirm details with the customer

- Ensure every minibus booking includes the M3 attribute—once correctly applied, it will appear in pink on the screen

- All minibus journeys are now priced as 2 x 8-seater fares—this must be reflected in the quote and confirmed with the customer

Let’s continue to deliver excellent service while making the most of every opportunity. Your professionalism and attention to detail are what set us apart.