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PPE Protocols and Procedures for Customer and Driver Safety

The following protocols and procedures have been put in place for
the safety of our customers
as well as our drivers.

Please read them carefully.

    • We want to ensure that all drivers have the personal protective equipment (PPE), thus commencing from the 15th June, 2020 we will now be supplying the necessary PPE consisting of general protective masks, anti-bacterial wipes & hand sanitisers directly to ALL drivers.


    • For further protection and to reduce the risk of spread, general protective masks can also be supplied to our customers by any driver at the cost of £0.50 per mask. Customers are not obliged to make a purchase, therefore this must simply be offered to them as an option available and NOT to be declared as a mandatory purchase. Any monies collected from the sale/supply of PPE remains with the driver as reimbursement for their initial purchase. However, the act of overcharging any customer for supplied PPE will not be tolerated and could lead to disciplinary actions taken and/or a possible dismissal.


    • After each passenger journey, drivers should clean hard surfaces such as door handles, window controls, seat belts, card payment devices, the rear of the front seats and other touch points with alcohol (minimum 60%) wipes, disinfectant or bleach based cleaning products (follow the manufacturer’s instructions). Drivers should then wash/sanitise their own hands. A thorough clean and disinfecting of the vehicle should be completed at the end of each shift/working day.
    • Drivers should carry tissues and use them to catch coughs or sneezes. Used tissues should be disposed of in a bin as soon as possible.
    • We would recommend you limit the amount of passengers taken at any one time to follow the social distancing guidelines where possible. Where it is not possible to remain 2 metres apart, drivers and passengers should face away from each other, rather than face-to-face if possible. Where this cannot be avoided, travel time should be reduced if possible by preferably using the fastest route available. Drivers should consider reducing occupancy to individual passengers in the back left/right hand seat.
    • You should not be driving patients who have any symptom of the COVID19.
    • Drivers are advised to avoid handling money and to take alternative payment methods, contactless where possible.
    • Wash your hands regularly for at least 20 seconds, in particular after handling money, coughing, sneezing or blowing your nose, touching your face, eating or drinking or using the toilet. As an interim measure, use hand sanitising gel with a minimum content of 60% alcohol.
    • It is recommended for passengers to handle their own personal bags and belongings during pick up and drop off. However, as part of our service help should be offered and be given in the safest way possible e.g. using hand sanitisers and protective disposable gloves prior and after coming in touch with any belongings. However, with elderly or vulnerable customers help should be offered at ALL times whilst once again ensuring the correct PPE practice is being used.
    • Drivers are still obliged under equality legislation to provide reasonable assistance and make reasonable adjustments for disabled passengers. Also, any private hire driver who refuses a fare, or charges an additional fee because a passenger has an assistance dog risks prosecution and the possible loss of their licence.
    • Good ventilation (i.e. keeping the windows open) may help to reduce the risk of transmission. Air conditioning or ventilation on vehicles must be set to extract and not recirculate the air within the vehicle where possible.
    • If you have a need to visit the office, you should maintain the 2 metre separation distance – including in any passenger waiting area.
    • If a driver wears a face covering, we recommend they carry a pen and paper to help communication with some passengers (e.g. someone who lip reads, someone who has a hearing impairment). Separate pens and paper should be available for drivers and passengers.
    • If an operator or driver wishes the passenger to wear a face covering, this should be made clear at the time of booking. If a passenger is not wearing a face covering, then drivers may refuse to carry them, considering any mitigating circumstances such as any medical condition which may prevent the person from wearing a face covering.


I acknowledge that I have read and understood the above procedures put in place. This is to ensure my safety as well as of the customers and staff. I also understand that I must notify the office immediately of any changes which may include future symptoms of COVID-19 or general changes in my health that could affect the safety of customers, staff and my overall fitness to work.