Can anyone help with -

1. Who works out the mileage for the EK chauffeur service - EK or the service provider (in our case Addison Lee)?

2. Does anyone know what app / service is used to get to “driven miles” to feed into their excess mileage cost charge?

3. Is there an escalation route within both companies’ customer service / complaints processes?

Background is this:

When considering whether to take the offered chauffeur service, we sat down and calculated the excess mileage, applied the cost t&c and decided it was financially sensible to accept the (likely) excess over and above sourcing a car locally or getting the train and holding up for the night at LGW.

When we received the confirmation of the car at on line check in, we received a wee bit of a shock, for whereas we had calculated on the basis of an excess of 36 miles (using Google maps and the AA route finder) the figure given is based on an excess of 75 miles. I have queried this with both EK and Addison Lee, and they are blaming each other. At 48 hours notice it has not proved possible to make alternative arrangements and are stuck with a wince inducing additional cost.

On the positive side, both customer service departments answered the phones, sent emails and communicated with us well in to Sunday evening.

Any help or advice gladly received, and thanks for your time..

paul