FAQS
Your Questions, Answered
Everything you need to know about travelling with Aurora Luxury Travels.
General Questions
Pricing & Payment
What is Aurora Luxury Travels?
Aurora Luxury Travels is a licensed private hire coach company based in London, providing premium group ground transportation for corporate clients, private individuals, and event travel throughout the United Kingdom. We hold a valid PSV Standard Operator Licence and all drivers are fully licensed and vetted.
What areas do you cover?
We are based in London and operate across the United Kingdom. Whether your journey starts or ends in London, the Home Counties, or further afield, please enquire, and we will confirm availability.
What vehicle do you use?
Our primary vehicle is a luxury 16-seat executive coach, equipped with reclining leather seats, air conditioning, USB charging, tinted privacy windows, and ample luggage space. For groups larger than sixteen, we can source suitable vehicles through our licensed partner network.
Is Aurora fully licensed and insured?
Yes. Aurora Luxury Travels holds a valid PSV Standard Operator Licence. All drivers hold PCV licences. Our vehicles are fully insured for private hire passenger-carrying operations.
How do I make a booking?
Submit your enquiry through the form on our website or contact us directly by phone or email. We will review your requirements and respond with a personalised proposal and price within two hours during business hours.
Is there a minimum booking requirement?
No minimum group size or minimum journey distance applies. Please enquire with your specific requirements, and we will advise accordingly.
How is pricing calculated?
All pricing is calculated on a per-job basis, taking into account your journey distance, date, time, group size, and any specific requirements. Every quote is fixed and all-inclusive — no hidden charges, no surge pricing, and no additions on the day.
What is included in the quoted price?
Your quote includes the driver, vehicle, fuel, and all agreed routing. Toll road charges, venue parking fees, and third-party costs are noted separately in your proposal where applicable.
When and how do I pay?
Payment is made against a secure payment link sent with your confirmed booking proposal. We accept all major credit and debit cards. Payment confirms your booking.
Do you require a deposit?
Full payment is required to confirm your booking. Details are provided in your proposal.
Can you provide a VAT invoice?
Yes. A branded invoice is issued automatically on payment and sent to your email address. Please include your company name and any required purchase order details when enquiring.
Cancellation & Changes
What is your cancellation policy?
Cancellations made more than 72 hours before the scheduled departure time are eligible for a full refund. Cancellations within 72 hours of departure may be subject to a cancellation charge. Full details are provided in your booking confirmation.
Can I change my booking after it is confirmed?
Yes, subject to availability and notice. Please contact us as early as possible if your requirements change, and we will do our best to accommodate.
What happens if Aurora needs to cancel?
In the unlikely event we are unable to fulfil a confirmed booking, we will notify you immediately and provide a full refund. We maintain vehicle backup arrangements to minimise this risk.
Accessibility
Can you accommodate passengers with mobility requirements?
We take all accessibility requirements seriously. If any passenger in your group has a mobility, hearing, visual, or other accessibility need, please include full details when you enquire. We will personally confirm vehicle suitability and make all necessary arrangements before accepting the booking.
Do you accept guide dogs and assistance animals?
Yes. Guide dogs and registered assistance animals are always welcome on Aurora vehicles.
What if the vehicle is not suitable for my accessibility requirement?
We will tell you clearly at enquiry stage if our standard vehicle cannot accommodate a specific requirement. We will never accept a booking we cannot fulfil to the required standard.
On The Day
Will I receive driver details before my journey?
Yes. Your driver’s name and contact number will be shared with you 72 hours before your departure.
What if my driver is late?
We take punctuality extremely seriously. If any issue arises on the day, your driver will contact you directly, and our team will be available to assist. Our on-time performance record reflects our commitment to reliability.
Can I bring luggage?
Yes. Our vehicle has generous luggage storage. For groups with particularly large or heavy luggage — golf clubs, large suitcases, musical equipment — please mention this at the enquiry stage.
Can we play music or use the audio system?
Yes. Our vehicle is equipped with a Bluetooth audio system. Please confirm that this is available on your specific booking at the enquiry stage.