Frequently Asked Questions

What is different about Carbon Voyage?

Carbon Voyage exists to move people and things around in the most efficient, effective and environmentally friendly way possible. Many vehicles in the transport sector (taxis, buses, trucks, trains and planes) are empty a lot of the time or are underutilised. This inefficiency creates unnecessary cost, environmental wastage and congestion for everyone.

At the same time, we also find ways for you to use other kinds of transport – tell us you’re going out to an airport and we will give you options of just using just a vehicle, sharing with others or using a vehicle & train combination.

Why is this environmental stuff important?

Transport in the UK is responsible for almost a quarter of the UK’s greenhouse gas emissions. It is clear that unless we all do something to reduce our carbon footprint, things are only going to get worse, which suggests some very concerning times ahead.

What vehicles do you use?

Carbon Voyage doesn’t have its own vehicles, trains or buses. We work with high quality firms with a range of vehicles including trains (Heathrow Express and Gatwick Express), bus companies, executive cars (e.g. Mercedes), regular hybrids (e.g. Toyota Prius), standard saloon cars, larger passenger vehicles, wheelchair-capable vehicles and other major transport operators around the world. Just contact us to discuss your requirements and we will be able to tell you if we can help.

Where do you operate?

Our passenger service currently operates in London, United Kingdom, but can be set up anywhere else; our freight service can operate anywhere around the world if we have suppliers in those locations.

Do you just move people around?

No – we can move both people and freight around, using any mode of transport available to us.

How do I pay?

Carbon Voyage services are charged upfront or via account, so you pay on the payment terms agreed to between you and Carbon Voyage.

Can I share journeys?

Of course! This can assist in reducing the cost of travel whilst minimising the impact of your journey on the environment.

How does the system work?

Our freight and passenger systems operate in slightly different ways; however they are both focused on matching up demand and supply better which allows for transport to be used in more efficient ways.

What freight services do you provide?

Freight companies have a lot of empty/spare capacity; we have built our system to help them find opportunities to fill this, through working with other freight companies, or with other customers who want to find the best ways for meeting their transport needs.

What if I need to cancel or change my booking?

It is important to contact us as soon as possible if you need to do this. If the driver has already been dispatched, you will need to pay for the service (cancellation rates will vary depending on the kind of vehicle you have ordered).

What is the return/refund policy?

Please contact us within seven days of taking a trip if you wish to claim a refund. If you need to cancel an upcoming journey, please do it at least one hour in advance of the pickup time to ensure that you do not have to pay a cancellation fee.

How much will it cost to use Carbon Voyage?

We aim to ensure that you are fully aware of how much you will pay for each journey, so there are no hidden charges. You will be charged a price when you book. This will be based on the estimated journey length and the type of vehicle used. Any Carbon Voyage charges will be included in this. If you then get savings based on sharing or optimising the use of a vehicle, you will get a credit for the next time you book with us.

There may be some additional costs that you need to cover, such as if the taxi or minicab is waiting for you for a long time after the agreed pickup time.

I have a lot of luggage – can the driver help?

Absolutely! The driver can come and meet you if you are arriving by train or plane and can assist with getting your luggage into, or out of, a vehicle. Please note that this may incur additional costs, such as parking fees, and be aware that the driver cannot stop on the road illegally to assist you.

Will the driver get lost?

It is important to provide us with accurate details about where you need to be picked up from. Stating postcodes is a very good way of ensuring that there is no confusion.

All our fleets use GPS and mobile technology to help collect you and deliver you to your destination efficiently.

When a vehicle has been selected to pick you up, you will get contact details for them, so you can directly speak with them to sort out any confusion.

Does Carbon Voyage provide a safe service?

Carbon Voyage is licensed with the Public Carriage Office and is regulated by Transport for London. We only work with licensed operators and licensed vehicles. All drivers and vehicles are required to go through a series of checks to ensure that you are provided with a safe service.

What personal details do you keep?

We are required by law to keep records of bookings, complaints and lost property for at least six months after a booking occurs.

What happens if I lose something?

Please contact Carbon Voyage if you lose something, and we will endeavour to reclaim it for you. You can also directly call the fleet that provides the service to you.

How do I make a complaint?

You can complain directly to the driver if you wish; alternatively, please contact us with details of the problem that you experienced and we will endeavour to address it.

Does Carbon Voyage practise what it preaches?

As much as possible! For example, we rarely use paper, and if we do, we try to use recycled paper. We also use public transport (or walk/cycle) when we are travelling around, and seek to minimise our use of cars.