SLA & Operational Guarantees

01

On-Time Performance Standard

99.4%

on-time arrival across all corporate retainer pickups

Definition of "on-time"

Chauffeur curbside or at the designated meeting point no later than 10 minutes before the scheduled departure time. For airport arrivals, the clock starts at confirmed wheels-down, not the original scheduled arrival.

How it's measured

GPS-timestamped vehicle position is recorded at the moment the chauffeur confirms curbside readiness via the dispatch system. Every trip generates an immutable on-time/late record.

How it's reported

Included in the monthly operational report delivered to your designated travel manager by the 5th of the following month. Includes on-time %, trip count, and any incidents with root-cause notes.

Remedy for breach Trip credited in full if the vehicle is curbside more than 10 minutes late due to operational failure (excluding force majeure, airport closures, or third-party road incidents beyond our operational radius).

02

Backup Chauffeur Response

20 min

maximum time from incident detection to second vehicle dispatched

If the primary chauffeur reports a mechanical failure, accident, or incapacitation, the operations desk activates a pre-positioned backup within 20 minutes of the incident report. Coverage zones and backup availability are maintained at all times in the following markets:

Manhattan

24/7 standby coverage · ≤12 min avg dispatch

JFK / LGA / EWR

Airport-embedded standby · ≤15 min avg dispatch

Miami

MIA terminal coverage + Brickell/Coral Gables

Los Angeles

LAX + Century City + Beverly Hills + DTLA

Washington DC

DCA / IAD / BWI + Georgetown + K Street corridor

Texas Hubs

Dallas (DAL/DFW) · Houston (IAH/HOU) · Austin (AUS)

Medellín

MDE airport + El Poblado + Laureles

Cartagena

CTG airport + Bocagrande + Manga

03

Flight Disruption Protocol

≤15 min

from deviation detected to EA notified by named operator

All retainer pickups are attached to live flight tracking from confirmation. The operations desk monitors every flight independently — you do not need to inform us of delays, diversions, or early arrivals. We detect them first.

Delay

Vehicle hold position updated automatically. Chauffeur remains on standby at no additional charge for up to 90 minutes beyond original scheduled arrival. If delay exceeds 90 minutes, the operations desk contacts the EA with revised ETD and confirms re-deployment.

Early Arrival

When aircraft reports wheels-down ahead of schedule, dispatch pushes the chauffeur to accelerate approach. The chauffeur confirms curbside readiness within the on-time window from actual landing, not original ETA. No action required from the EA.

Diversion

If the flight diverts to an alternate airport in coverage (e.g., EWR instead of JFK), a replacement vehicle is dispatched to the alternate airport. The named operator calls the EA within 15 minutes of diversion confirmation with vehicle, ETA, and chauffeur details.

Cancellation

Operations desk notifies the EA within 15 minutes of cancellation detection and confirms vehicle stand-down. No charge is applied. Rebooking support is available for the next confirmed departure.

Single named operator Every retainer account is assigned a dedicated operations contact — a real name, a direct number. This is the person who calls you. Not a call centre. Not a queue.

04

Confirmation Cadence

All confirmations are GMT-stamped. You never chase status. We push it to you at fixed intervals, before the interval becomes relevant.

T−24h

24-Hour Confirmation

Full trip brief: chauffeur name, mobile number, vehicle make and plate, pickup time, meeting point, and drop-off address. Sent by 18:00 GMT the day before travel. Includes an inline flight reference confirming we have the correct flight tracked.

T−3h

3-Hour Status

Chauffeur en-route confirmation. Vehicle and ETA confirmed live. Any flight status changes noted. Sent approximately 3 hours before scheduled pickup.

T−15min

Curbside Confirmation

Chauffeur confirms curbside position. Includes exact vehicle location (terminal entrance, bay number where applicable). This message is your proof the vehicle is physically present.

Departure

Vehicle Departed

Confirmation sent to the EA the moment the vehicle departs for the destination. Includes driver ETA at drop-off. No need to follow up — you'll know before you would have thought to ask.

All messages are sent via email to the EA on record. SMS available on request. GMT timestamps on all communications — no ambiguity when you're managing from London.

05

Discretion & Data Posture

NDA by Default

Every retainer agreement includes a mutual non-disclosure clause. Your client's identity, travel patterns, itineraries, and associated personnel are confidential. No disclosure to third parties under any circumstances without written consent.

Chauffeur Standards

All Meridian chauffeurs pass a comprehensive background check including criminal record verification, driving history, and identity verification. International executives may request additional screening; this is handled by the account manager before assignment.

Vehicle Privacy

All vehicles are tinted to the legal maximum. Interior conversations are not recorded. No passenger-facing cameras. Vehicles do not carry third-party advertising or visible fleet branding.

No Third-Party App Sharing

Meridian does not operate through or share data with consumer ride-hailing platforms (Uber, Lyft, or equivalent). Your executive's name, phone number, and route are never on a shared network.

No Marketing Use of Client Identity

Client names, employer names, and trip details are never used in marketing, case studies, or social proof — with or without anonymisation — unless the client provides explicit written consent.

Data Retention

Trip records are retained for 24 months for billing audit purposes, then permanently deleted. Records are stored in encrypted form on EU-compliant infrastructure. Available for GDPR subject-access requests within 30 days.

06

Insurance & Liability

Commercial Auto Liability

$5,000,000

Per-occurrence combined single limit. Covers bodily injury and property damage arising from any vehicle operation. Issued by A-rated commercial carrier.

General Liability

$2,000,000

Per-occurrence general liability coverage for non-vehicle incidents. Aggregate limit $4,000,000.

Workers' Compensation

Statutory

All chauffeurs are covered under statutory workers' compensation in every operating state. No contractor exposure to corporate clients.

Additional Insured Corporate retainer clients may be added as additional insured on the commercial auto and general liability policies. Request via your account manager. Certificates of Insurance issued within 2 business days.

Liability documentation is available to procurement and legal teams on request. Contact your account manager for certificates, policy schedules, and endorsement confirmation.

07

Monthly Operational Report

5th

of each month — report delivered to your designated travel manager

Every corporate retainer account receives a formal operational report. The report is delivered by email in PDF and structured data (CSV) formats. It covers the prior calendar month and includes the following fields:

Total Trips

Count of completed trips in the reporting period, by market and by principal (anonymised if requested).

On-Time %

Percentage of trips where chauffeur was confirmed curbside ≥10 minutes before scheduled departure. Compared against the 99.4% contractual standard.

Incidents

Any trip that triggered a backup dispatch, flight deviation response, or client-reported concern. Each incident includes root-cause notation and resolution time.

Flight Disruptions Handled

Count of detected flight disruptions (delays, diversions, cancellations) and response-time compliance against the 15-minute notification SLA.

Markets Utilised

Trip breakdown by city. Useful for cost-centre allocation and multi-entity billing.

Root-Cause Notes

For any trip falling outside the on-time standard, a brief operational note explains the cause — road conditions, airport delays, weather — and any corrective action taken.

Reports are retained for the life of the account. Available on demand via the account manager for quarterly reviews, audits, or procurement renewals.

Service Level Agreement