IQPD
Service Standards — Driver, Discretion, Communication and SLA
"Premium" is a marketing word. A service standard is a defined expectation with a measurable outcome. This page sets out what IQPD commits to on every booking and what EAs and corporate travel teams should require from any executive transfer supplier.
TL;DR — minimum SLA elements
- Meet & Greet inside Arrivals Hall with confirmed signage
- Flight monitoring by flight number + written waiting policy
- Fixed total price with inclusions confirmed before travel
- Driver details shared before pick-up
- 24/7 dispatcher contact — not just driver's phone
- Discreet service option available on request
- Any route or price change confirmed in writing before execution
Driver standards
Every driver on an executive booking must meet the following:
- Appearance: Business dress (dark suit or equivalent). Clean and pressed. No casual clothing.
- Vehicle: Clean interior and exterior at pick-up. No food, no personal items visible in the passenger area.
- Punctuality: At the agreed pick-up location at least 10 minutes before scheduled time. For airport arrivals: at terminal by actual landing time.
- Language: Functional English for international passengers. Additional language requirements confirmed at booking.
- Phone availability: Driver's phone available for passenger WhatsApp contact from departure to drop-off. Not used for personal calls while passenger is on board.
- Conduct: No unsolicited conversation. Driver responds when spoken to and follows the passenger's lead. Radio off by default unless requested.
Discretion standards
For bookings where discretion is specified:
- No name sign in public areas — alternative agreed in advance (e.g. company logo card or direct phone contact at exit)
- Driver does not discuss the passenger's identity, route, or destination with third parties
- Booking details shared only as operationally necessary
- Vehicle positioned away from high foot-traffic areas where possible
- Discreet boarding procedure confirmed at booking if requested
To activate: state explicitly in the booking — "Discreet service required — no name sign, no public identification."
Communication standards
| Touchpoint | Standard |
|---|---|
| Booking confirmation | Within 2 hours (business hours); within 4 hours (out of hours) |
| Fixed price confirmation | In writing, in the same message as booking confirmation |
| Driver details | Name and contact sent no later than 2 hours before pick-up |
| Flight delay notification | Proactive if delay exceeds 60 minutes |
| IRROPS notification | Within 15 minutes of confirmed IRROPS event |
| Post-trip invoice | Within 24 hours of trip completion |
SLA benchmarks — for corporate agreements
- Response to booking request: ≤ 2 hours
- Driver at pick-up location: ≤ 10 minutes before agreed time
- Waiting time included: ≥ 60 minutes from actual landing
- IRROPS notification to EA: ≤ 15 minutes from event
- Complaint acknowledgement: ≤ 4 hours
- Complaint resolution: ≤ 24 hours
- Invoice issuance: ≤ 24 hours post-trip
What to do if standards are not met
Document the failure with a screenshot, photo, or timestamp and notify the supplier's dispatch or account contact within 24 hours. A professional supplier will acknowledge the issue, explain what happened and confirm corrective action in writing.
If a supplier disputes a documented failure without resolution, reference the agreed SLA in writing. If no SLA exists, this is the moment to establish one before the next booking.
Red flags
- No written confirmation of vehicle class, price or pick-up procedure
- Driver arrives late without proactive communication
- IRROPS handled reactively ("call us if there's a problem")
- Invoice issued only after chasing
- Complaints met with denial rather than acknowledgement and resolution
Related resources
- Licensed vs Unlicensed Transfers in Poland: /knowledge/licensed-vs-unlicensed-transfers-poland/
- How to Specify Vehicle Class: /knowledge/service-levels-explained/
- Executive Assistant Transfer Checklist: /knowledge/executive-assistant-transfer-checklist/
Questions about our service standards or SLA terms?
WhatsApp / Phone: +48 662 905 905
Email: info@iqpd.pl
License No 92/2019
Service Areas
Contact
(24/7 Dispatch)
IQPD Sp. z o.o.
ul. Jana Zamoyskiego 81
30-519 Kraków, Poland
VAT ID PL6751452415
KRS 0000384807
REGON 121519100
IQPD — Premium Transport Executive chauffeur services
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