Frequently Asked Questions (FAQ)

Have a question for us?

Some of our most common questions are answered here.

Can't find what you're looking for? Feel free to get in touch and we'll be more than happy to help.

Where are you based?

We're based in southern Monmouthshire in Wales.

Based between Newport and Chepstow, we're able to provide local services at a competitive price to the areas of Caerwent, Caldicot, Chepstow, Crick, Devauden, Undy, Penhow, Portskewett, Rogiet, Shirenewton, Sudbrook amongst others.

For long distance journeys we are competitive across a much wider area, including the key M4 corridor between all of South Wales and London, the M5 for journeys via Bristol (including Devon, Cornwall, Worcestershire and Birmingham).

For example, even if you are travelling from London to Cardiff, or from Devon to Birmingham (which entails travelling via Bristol), or even from Swansea to Swindonwe are happy to offer our services and are sure we will be competitive on price.

How far do you travel?

No journey is too long or too short, and we specialise in long distance transportation, including airport transfers to airports across the UK.

Are you licensed and insured?

We're fully licensed by our local licensing authority to provide Private Hire transportation services throughout England and Wales.

We're also comprehensively insured, including in-vehicle Public Liability.

Our vehicles are maintained to the highest standards and regularly tested and all of the team at Spinnaker are fully DBS checked.

Do your vehicles have seat belts?

Our vehicles contain full three-point seat belts fitted to all seats.

These should be worn at all times during the journey with no exceptions.

We reserve the right to refuse to carry any passenger who refuses to wear a seat belt, and they may be ejected without refund.

Can I smoke in the vehicle?

We operate a fully no-smoking fleet.

It is also against the law to smoke in any of our vehicles.

Anyone caught smoking (including e-cigarettes and 'vapes') will be ejected immediately without refund as well as charged a £500 cleaning fee and banned from travelling with Spinnaker in future.

We reserve the right to take civil enforcement action to recover any fees owed.

Can I eat / drink in the vehicle?

Generally eating and drinking is not permitted in the vehicle, with the exception of refreshments provided in Executive Travel bookings.

With the permission of the driver, certain foods and non-carbonated drinks may be consumed, however please be careful as any spillages, stains, marks (including greasy marks) or crumbs left will entail the payment of a cleaning fee.

Strong smelling, fried and greasy foods (including but not limited to Burgers, Chips, Kebabs, Pizzas and other hot take-aways) may not be consumed or transported in our vehicles under any circumstances.

Anyone caught doing so will be charged a cleaning fee and asked to dispose of the items immediately.

Anyone refusing to comply with any order given by the driver may be ejected from the vehicle at the next safe location without refund.

We reserve the right to take civil enforcement action to recover any fees owed.

What payment methods do you accept?

We accept payment via Cash as well as most major Credit and Debit cards (including American Express).

We have in-vehicle card readers, including the ability to accept Contactless cards and ApplePay & Android Pay.

For longer distance journeys, journeys originating outside of the local area, overnight journeys and airport transfers we may require a deposit to confirm your booking.

Airport Transfers for in-bound passengers (who we have not previously taken to the airport) will be required to be paid in full at the time of booking unless otherwise agreed in writing.

We also have Account options (both pre-pay and post-pay) available for business customers, including monthly billing and journey logs.

What days / times do you operate?

We operate a 24 hour service, open year-round with the exception of Christmas Eve and Christmas Day.

Our booking line is open from 10AM - 6PM daily. Outside of these hours, calls will be answered subject to driver & journey availability.

Bookings requested via the website will be responded to as soon as possible, however we recommend calling us for any bookings requested to take place within 48 hours.

We recommend booking as far in advance as possible.

What happens after I book?

When your booking is confirmed you will receive a text message / e-mail confirming your booking reference, details and a link to our Booking Terms and Conditions.

You will receive a further text message when your driver is en-route to collect you, and then a further message to let you know they have arrived at the collection point if you are not present.

Anything else I should know?

Our Terms and Conditions and Privacy Policy are listed here.

Please familiarise yourself with them and abide by them at all times.