People, safety & ethics
Traveller Safety
This page brings our safety approach into one place: the vehicle, the driver, the road, and what happens if something goes wrong. It draws on what we publish separately about vehicle and driver standards and our emergency protocol, cross-referenced rather than repeated, so you can read the whole of what we do for your safety without reading several documents end to end.
Our approach to your safety
A trip with us runs on three things: a vehicle that has been checked before it goes out, a driver we have verified, and a control point you can reach at any hour if either of those needs testing. This page sets out what each of the three means for you as a passenger, what we tell you before you travel, and what to do if anything goes wrong.
Before you travel
Once your booking is confirmed, your written quotation names the vehicle class, the route and every charge that will appear on your duty slip, so nothing about the trip itself is new to you on the day.
The vehicle and the driver's name and number reach you on WhatsApp by 9 pm the evening before your trip. On a booking that runs across several days, you get that message each evening for the next day's vehicle. If the vehicle we allotted cannot run, what comes instead is the same class or better on the terms you already agreed, and you hear it from us rather than finding out at your own gate.
The vehicle and the driver
Every vehicle we send out meets the standards we publish at /safety-and-standards, and every driver's conduct and hours at the wheel are governed by our Driver Conduct & Duty Hours policy at /legal/driver-conduct-and-duty-hours. We do not repeat either here: read them for what is checked before a vehicle goes out, what a driver's papers and record have to show, and the rest he is required to take.
Our driver has the authority to stop, delay or re-route a journey on safety grounds, without needing to ask anyone’s permission, and will never be penalised for doing so. If he does, we will explain why and arrange the best available alternative.
Where a vehicle is fitted with GPS or telematics, AIS-140 tracking or a panic button, that sits alongside those standards rather than in place of them: what is required of a driver and a vehicle does not change with which equipment a particular vehicle carries.
Health and hygiene
Use the seatbelt fitted at every seat, and tell the driver if you need to stop for any reason: food, a washroom, or simply air. Where a vehicle carries a first aid kit, it is checked as part of the same routine as everything else on this page. If you are travelling with a medical condition our driver should know about in case of a delay, tell our office when you book so it can be noted against the trip.
Personal security
Keep your luggage, your bag and your travel documents with you rather than out of sight, the way you would in any vehicle that is not your own. If a stop is made along the route, take with you anything you need. If anything about the driver, the vehicle or the route makes you uncomfortable at any point, say so to the driver directly and call our control point; you do not have to wait until the trip ends to raise it.
Our line
+91 99966 69190, answered at any hour, by a person. This is also the control point our drivers are trained to call in an emergency. Call it if anything about your trip needs attention while it is happening, not only afterwards.
If something goes wrong on the road
A breakdown, an accident or anything else that stops your trip is covered in full in our Emergency Protocol at /legal/emergency-protocol: what our driver does in the first five minutes, and what our office does after that to get you moving again. Call the number above the moment it happens; our driver is trained to call it too.
Reporting a concern
Tell us as soon as you can: call the number above, message us on WhatsApp, or write to our Grievance Officer at /grievance-redressal, with the date, the vehicle and what happened. We look into every report, and where it points to a change, we make it. You hear the outcome from us; a safety report is not closed without telling the person who raised it what came of it.
Solo and women travellers
If you are travelling alone, and especially if you are a woman travelling alone or at night, the fuller protocol we follow is at /legal/women-traveller-safety: what we tell you and the driver before the trip, and what our office does differently for a night pick-up or drop. Everything on this page applies equally; that page adds to it rather than replacing it.