FAQ

All airport pickups come included with the flight tracking feature. We monitor your flight and reschedule your pickup time accordingly, should there be an earlier or delayed arrival (T&C’s* apply). What this means in simpler terms… you provide us with the flight number and landing time; when the plane lands, our driver will be at the pickup point after 30mins* (actual landing time + 30mins* = pickup time / 30mins* reflects minimum timeframe we recommend after landing, you can modify the timeframe to your own preference).

Although we try to monitor each flight to the best of our possibilities, on some occasions we are restricted to the information available online provided by the airline/airport website. Your updates can come handy in certain situations, so please feel free to let us know of any issues with your scheduled flight. You can provide updates by calling us, emailing us or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

You can cancel your booking at any stage, we understand changes in your itinerary can occur last minute. Considering this, we would appreciate your notice of cancellation as soon as possible, to avoid situations were a driver is already en route to the requested pickup address. In order to cancel, you can call us, email us or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Seeing some of the tactics used by our competitors when it comes to cancelling a booking, we like to think that we are very easy going and always aim to refund our customers the full journey amount (where applicable). As long you give us 24 hours’ notice (prior to the  scheduled pickup time) we will refund your journey in full! Pre-paid bookings will be  refunded in maximum 5 working days from the moment of cancellation.

You can cancel your booking at any stage, we understand changes in your itinerary can occur last minute. Considering this, we would appreciate your notice of cancellation as soon as possible, to avoid situations were a driver is already en route to the requested pickup address. In order to cancel, you can call us, email us or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

Between 24 and 3 hours before pick-up time = 30% of journey price

Between 3 hours and up to the pick-up time = 50% of journey price

Once journey has commenced (driver on the way) = 100% of journey price

If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey

price to rebook

If you double booked with a different company, but failed to inform or cancel the journey

with us = 50% of journey price + parking/waiting fee

If you have booked a journey with us, but did not turn up, we will require a cancellation fee

be paid, for time wasting = 50% of journey price + parking/waiting fee

The allocated driver will be waiting for you at the arrivals hall of the airport you will be landing on, with your name displayed on a board. Our driver will schedule the pickup time according to the actual landing time of your flight (if provided, actual landing time + 30mins* = pickup time / 30mins* reflects minimum timeframe we recommend after landing, you can modify the timeframe to your own preference) and will wait free of charge (parking & waiting time included) for up to 30 mins after the scheduled pickup time

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration detail to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us, email us or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

• Gatwick Airport T. North > near M&S / Boots shop.
• Gatwick Airport T. South > near Costa Coffee shop.
• Heathrow Airport T. 1 > terminal closed.
• Heathrow Airport T. 2 > near WHSmith shop at arrivals.
• Heathrow Airport T. 3 > near WHSmith / Boots shop at arrivals.
• Heathrow Airport T. 4 > near Costa Coffee shop at arrivals.
• Heathrow Airport T. 5 > domestic flights – near M&S shop / all other flights – near

Costa Coffee shop at arrivals.

• Stansted Airport > near Costa Coffee shop at arrivals.
• Luton Airport > near Costa Coffee shop at arrivals.
• Southend Airport > outside terminal – short stay car park.• London City Airport > near WHSmith shop at arrivals

You can pay for your journey by debit or credit card online directly on our website or via a payment link. Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to  journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

The company reserves the right to accept cash payment or other forms of payment at its own discretion, but reservations can only be made with the assistance of an operator, via phone, email or chat online.

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is processed but must be paid prior to journey commencing).

Depending on the type of vehicle you go for, by default, you can have one of the following cars undertaking your transfer…

• Saloon category includes: VW Passat, Citroen C4, Ford Mondeo, Skoda

Superb, Toyota Prius, Hyundai I50, Vauxhall Insignia, Toyota Prius or similar

• Executive category includes: Mercedes E Class, BMW 5 Series, Audi A6 or similar.

• Estate category includes: VW Passat Estate, Ford Mondeo Estate, Vauxhall Zafira, VW Touran, Toyota Prius+ or similar.

• MPV/MPV5 category includes: VW Sharan, Ford Galaxy, Citroen Picasso, Toyota Prius+ or similar.

• MPV6-8 category includes: VW Transporter, Mercedes Viano, Mercedes Vito, Vauxhall Vivaro, Hyundai I8 or similar.

We do not make any promises on the type of vehicle that will be undertaking your transfer.Special requests can be made at the time of booking, but we can never guarantee a specific make/model will be undertaking your transfer (exceptions can occur for the executive  service). Over 95% of the vehicles within our fleet are 2012 or newer; all well maintained, in excellent working condition and clean. So far, we have a proven track record of offering reliable and clean vehicles for all our transfers.

You can book your transfer requirement using our online booking website at any time of the day or during office hours (5:00 AM – 23:00 PM London time).

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is  processed, but must be paid prior to journey commencing).

In case you think you have forgotten something in one of our driver’s vehicles, please contact us as soon as you can. Although we instruct our drivers to check the vehicle after each journey, misplaced items can be overlooked and can go missing once other passengers board the vehicle.

If you need any assistance with a lost item, you can call us, email us at or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Should we spot or find any misplaced items, we will contact you and arrange for a courier service to return the items to you. Please note all courier service charges will be payable prior to the package being sent.

You can pay for your journey by debit or credit card online directly on our website or via a payment link. Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to  journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

In case you are experiencing prolonged delays, we recommend you contact your driver to inform him of any problems. Alternatively, you can provide updates by calling us, emailing us at or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

The 30 mins free parking and waiting time we include after your scheduled pick-up time usually covers for this type of incidents, but should the waiting time go over the free waiting period we offer, addition costs will be applied (waiting time at £0.25/minute + parking ticket  cost).

If we are unable to contact yourself by email or telephone within 45 mins after the scheduled pick-up time, your reservation is subject to a cancellation as per our T&C’s, for a “no show” incident.

Traffic can be a real nightmare and you should always allow plenty of time for the journey. Saying this, we have some examples below of how much time you should allow for the transfer (this takes into consideration possible traffic delays, although we can’t predict the  worst-case scenario) when choosing to use a private transfer service with us.

Traffic delays can occur:

• Between 05:30 AM – 09:30 AM (duration of transfer can take up to 50%

longer than what shown on Google Maps);

• Between 09:30 AM – 16:00 PM (duration of transfer can take up to 25%

longer than what shown on Google Maps);

• Between 16:00 PM – 20:00 PM (duration of transfer can take up to 50%

longer than what shown on Google Maps);

• Between 20:00 PM – 05:30 AM (duration of transfer usually matches that

shown on Google Maps, but you must always take in consideration possible events on that day, road works, weekends etc.).

The price quoted by our website or operator is the price you will be paying at the end of the transfer, and it represents the cost of the entire transfer (not per passenger) Extra charges will only apply in situations where…

• You go over the free waiting time included in your journey (15 minutes included with regular pick-ups and 30 minutes with airport and port pick-ups + extra parking charges).

• You alter the initial journey request (you add an additional stop on the way or diversion).

• You show up with additional passengers/luggage compared to the journey request.• You upgrade your vehicle type or request additional waiting time.

As our service includes only 30 mins of free waiting and parking time, we advise those seeking to get a private transfer from any London or UK airport, to use the following time frames, to avoid as much as possible any extra charges occurred from any delays further to our free waiting time…

• Domestic Flights – at least 15mins after landing (if only hand luggage, or 30mins with checked luggage);

• European Flights – at least 30mins after landing (if only hand luggage, or 45mins with checked luggage);

• International Flights – at least 45mins after landing (if only hand luggage, or 1 hour with checked luggage);

We do try as much as possible to avoid extra charges, but where delays of over 30 mins after the scheduled pickup time occur, you will be subject to an extra charge (please see  T&C’s for more details).

Unfortunately, we do not have any current vehicles within our fleet that allow for wheelchair access directly from street level. We are looking to add such vehicles to our fleet soon.

If the wheelchair is only for storage purposes and no direct access is required, this can be done ensuring the correct vehicle is chosen.

Transport for London enforces that all licensed London minicabs offer their services to  guide dog users without extra charging them. If a company or a driver has refused to undertake a journey or has charged you extra because of a guide dog, you can report them directly to the Transport for London Private Hire (minicab) division. This applies to  accredited assistance dog users only.

Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a  requirement. We apply a flat £10.00 charge (or more, depending on special circumstances) for such occurences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement).

Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us, you can bring your own seat, but this cannot be stored with the driver.

Tips are not included in the quoted price. This can be given additionally if you are happy with the service received but is not a requirement. If you have any concerns, you can call us, email us or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

You can either book 2 separate journeys via the online booking form, or book both ways in one go (the return journey must be the reverse of the first journey, otherwise we recommend  booking 2 separate journeys to reflect the different itineraries).

Although our office open hours (customer support) are between 5:00 AM and 23:00 PM (London GMT Time), we are technically open 24 hours a day, 7 days a week. We undertake transfers at any time of the day or night, and you will be provided with an emergency contact number and the driver’s phone for out of hours support.