Welcome To Our Customer Service Policy
At Wright Travel, we are committed to providing a premium, reliable, and seamless travel experience for our clients. This policy outlines the standards of service our customers can expect and the responsibilities of our staff and drivers in maintaining those standards.
Our Service Commitments
- Professionalism & Courtesy
- All customers will be treated with respect, courtesy, and discretion, regardless of any external factors.
- Drivers will be punctual, well‑presented, and uphold a professional demeanour at all times.
- Safety & Comfort
- Vehicles will be maintained to the highest safety standards and will be clean and presentable before each booking. This does not include light external mess originating from driving.
- Drivers will adhere to all road safety regulations and ensure passenger safety and comfort throughout the journey.
- Reliability & Punctuality
- We will make every effort to arrive at least 5 minutes before the agreed pick‑up time, factoring in typical traffic and road conditions.
- In the rare event of unforeseen delays, customers will be informed promptly with accurate arrival updates.
- Confidentiality & Discretion
- All customer details, travel itineraries, and conversations will remain strictly confidential.
- Wright Travel drivers will respect the privacy of clients at all times.
- Clear Communication
- Booking confirmations, fare estimates, and journey updates will be provided promptly.
- Any changes to bookings will be communicated clearly and in a timely manner.
- Accessibility & Assistance
- Reasonable adjustments will be made to accommodate passengers with specific needs.
- Our team will provide assistance with luggage and entry/exit from vehicles whenever required as long as such assistance is within reasonable expectations and the ability of our staff.
Customer Responsibilities
The responsibilities of the customers are outlines in our Customer Conduct page.
Handling Feedback & Complaints
Our complaints policy is located here.
Continuous Improvement
Wright Travel is committed to ongoing staff training and service reviews to ensure we meet the evolving needs of our clients and maintain our reputation as a trusted, business‑class travel provider.