Changing the assigned chauffeur or crew

Plans change. A chauffeur falls ill, a captain is delayed. You can change the assigned person before the trip starts, but only through the app and only to someone verified.

The substitution rules

1. Change it in the app. Every substitution is made by you in the app. Never swap people informally.
2. Verified people only. The new person must be on Your crew, with current documents.
3. The guest is told. They don't need to agree, and a change of crew alone is not a reason for a refund. How they are told depends on the vertical:
   • Cars. The guest is told the chauffeur has changed and who is coming.
   • Boats and jets. The guest is told the crew has changed, by role, never by name.
4. Everything is logged. Each assignment and change is recorded against the booking.

A guest who meets someone other than the person shown in their app may refuse the trip and is refunded in full, from 1 hour before the start to 1 hour after it. A case opens too. Sending an unassigned person is a serious breach of the Operator Standards.

Change the assigned person

1. Open the booking.
2. Tap the Chauffeur row (Your captain or Your flight crew for boats and jets), or Change chauffeur.
3. Select the new person.
4. Confirm.

Do this as soon as you know. The earlier the guest is told, the smoother the trip. If a crew member tells you they can't make it, the booking shows Can't make it and an alert comes to you.

If you cannot find a replacement

If no verified person is available, contact the guest through the app and operator support straight away. Cancelling may be the right step, but staff unavailability is not a recognised reason, so it counts against your record. See Cancelling as an operator.

Frequent changes

Occasional changes are normal. Frequent last minute changes can lead to cancellations and affect the ratings guests give you, your standing and your Charter Elite status.