Privacy policy

Who we are

FIRSTLINE EXECUTIVE TRANSPORT LTD is a company registered in England and Wales (number 16864469), registered office 9 Blossom Way, West Drayton, UB7 9HF.

For anything in this policy, write to privacy@firstline-executive.co.uk or to the registered office marked for the attention of the data-protection lead. The control room is on +44 7464 967802 at any hour.

What we collect, and why

Almost everything here you give us yourself, by filling in the booking form or telling a controller on the phone.

To quote and run a journey

• The movement — pick-up and drop-off addresses, any intermediate stop, the date and time, the number of passengers, the class of car, and for airport work the flight number and terminal. Addresses are personal data: where you are collected from and taken to says a good deal about you, and we treat it that way.
• Who is travelling — the name, email address and telephone number for the booking, so we can send the confirmation and so the chauffeur can reach the passenger on the day.
• What you tell us about the trip — anything you add in the notes: a side entrance, a child seat, a preference.

The lawful basis for this is performance of a contract: we cannot arrange the car without it.

To take payment

• Card details are entered on a page hosted by Stripe, our payment processor, and are never sent to or stored on our own servers. We keep what Stripe hands back: a customer and payment reference, the card brand and last four digits, the amount, and the date the payment mandate was agreed.
• When you pay after the journey, that mandate lets us charge the saved card for the fare and any agreed additions — waiting time at a delayed arrival, a stop asked for on the road.

The basis is performance of a contract for taking the fare, and legal obligation for keeping the record afterwards (HMRC).

To keep an account, if you open one

• Your name, email address and telephone number, and a list of the bookings placed at that address.
• Saved addresses built from where you have actually been driven, and recent quotes you priced but did not book — both conveniences offered back to you at your next booking, and both removable by you at any time from the account page.
• Sign-in works by a one-time link sent to your email, or through Google. We keep a session record (including the IP address and browser it was created from) so you stay signed in and so a lost device can be reasoned about.

The basis is performance of a contract for the account itself and legitimate interests for the saved conveniences — making a repeat booking quick — which you can object to by clearing them or closing the account.

Generated as you use the site

• When you look up an address, the text you type is sent from our server to a geocoding service — Google Places, or OpenStreetMap’s Nominatim — to suggest the address and turn it into a point on the map. When a fare is quoted, the two points are sent to a routing service (OpenRouteService or OSRM) to measure the driving distance. These services receive addresses and coordinates; they do not receive your name or contact details.
• Our host keeps standard server logs (IP address, timestamp, the page requested) for security and to keep the service running. We set two cookies and no more: the one that keeps you signed in, and one that records your answer to the cookie banner so we do not ask again. Neither is used to track you, and there is no advertising or analytics cookie unless you turn one on — see the cookie policy.
• When something on the site goes wrong, a report of the fault is sent to our error monitoring provider (Sentry) so that we can fix it. The report is technical: what failed, in which part of the site, and in which browser. It sets no cookie, and it is deliberately stripped before it is sent — no IP address, no form contents, and the addresses and map coordinates are removed from the web address the fault occurred on. It is not analytics and is not used to build any picture of you or of how you use the site.

The basis is legitimate interests: quoting a fare accurately, and keeping the site up and free of abuse.

Notes the control room keeps

Controllers may add a note to a booking or an account — a flight that is always late, what was agreed on the phone about a fare, a client who waits at the side door. These are written for colleagues and are never shown to the person they are about. They are covered by legitimate interests in running the service well, and you can ask what a note about you says.

What the chauffeur sends back

A chauffeur can send the office a short note about a journey where it settles a question about what happened — bags left at a door, or an address where nobody answered — and, if they tap to do so, where their phone was at that moment. It is never required of them and most journeys have none. Where there is one it is held on the strength of our legitimate interests in being able to answer a query about a journey, it is seen only by the control room, and it is deleted after ninety days, note and location together. No photographs are taken of you, your door or your address.

While a chauffeur has your job open on their phone, the control room can also see roughly where the car is, so that it can tell you if you ring and ask. Only the last position is held and never a trail, and it is erased the moment the chauffeur marks the journey finished.

How a journey is shared

A booking is visible to the controllers on the desk and, once allocated, to the assigned chauffeur, who is given the passenger’s name and telephone number, the pick-up and drop-off, and the flight where there is one. A chauffeur is never shown the fare, whether the card has cleared, or the control room’s own notes. Beyond that:

• Processors acting on our instructions — Stripe (payments), our email provider (Resend, for confirmations and reminders), Google (address lookup, and sign-in if you choose it), our hosting and database providers, our error monitoring provider (Sentry, which receives fault reports and no booking details), and the geocoding and routing services described above. Each is bound by contract to use the data only as we tell them.
• Professional advisers — accountants, insurers or lawyers, where a specific matter requires it.
• Authorities — Transport for London, the police, or a court, where we are required to disclose or where it is necessary to establish or defend a legal claim.

We do not sell personal data and we do not use it for advertising.

Where it is held

Our database is hosted in the European Union (Ireland). Some processors — Stripe, Google and Sentry in particular — are based in the United States and may process data there; where they do, the transfer is covered by the UK International Data Transfer Agreement or the equivalent standard contractual clauses, with additional safeguards as required.

How long we keep it

In short: booking and payment records for six years after the journey for tax and dispute purposes, then stripped of personal detail; account information until you close the account; conveniences and sign-in data for months, not years. The full schedule, and the reasoning behind each period, is on the retention page.

Booking and journey records

6 years and 1 month

Payment records

6 years and 1 month

Saved addresses and recent quotes

1 year and 6 months

Abandoned quotes

One month

Sign-in sessions

One month

Notes from your chauffeur, and where the car was when they sent one

3 months

Where the car is during your journey

Only while the journey is happening

Control-room audit trail

6 years and 1 month

Reviews you leave us

Until you close your account

Your account

Until you close your account

Automated processing

Fares are calculated automatically from a published rules table — the distance, the class of car, the time of day, airport fees, the congestion charge. This is arithmetic, not a decision about you, and a controller can and does override a quote where the circumstances call for it. We do not profile you and we make no automated decision that produces a legal or similarly significant effect.

Your rights

Over the personal data we hold about you, you have the right to:

• ask for a copy of it, and to be told how we use it;
• have it corrected if it is wrong;
• have it erased — for account data, closing your account does this; for a booking inside its six-year retention we may need to keep the commercial record while removing what identifies you;
• restrict or object to a particular use, including the control-room notes;
• receive the data you gave us in a portable format, or have us send it to another provider;
• withdraw any consent you have given, without affecting what came before.

Write to privacy@firstline-executive.co.uk. We answer within one month. There is no charge unless a request is excessive or repetitive, and we will tell you first if we think it is.

If we get it wrong, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113 — though we would rather you gave us the chance to put it right first.

Security

The site is served over HTTPS. Card details never reach our servers. Access to the control room is limited to vetted staff, every change to a booking is logged against the controller who made it, and customer data is only ever queried scoped to the account it belongs to.

Children

The service is for adults arranging travel. We do not knowingly collect data about children except where a passenger name or a child-seat request is given to us as part of a booking made by an adult.

Changes

If we change this policy we will update the date at the top and, for a material change affecting an account, tell you by email. This version is in effect from 12 September 2026. The current version is always at firstline-executive.co.uk/legal/privacy.