Our customer service and bookings team are here to help should you have any questions about travel or accommodation during these unprecedented times.

Freephone: +44 (0)800 310 0442

Service Update

Due to COVID-19 we are running a reduced service on electric vehicles. Our electric vehicle service operates between the hours of 04:30 AM and 21:00 PM. Please be advised that bookings outside these hours may be facilitated with an alternative vehicle.

Passengers and Luggage

You understand that if luggage or passenger numbers exceed the recommended amount for the vehicle you have chosen we cannot facilitate the booking and you will be charged for the total amount of your booking. If you are unsure of which vehicle to choose, please freephone +44 (0) 800 310 0442 or email [email protected] to speak to a member of our team who can assist you.

Should you need to make any amendments to your booking, please contact a member of our team by emailing [email protected] as soon as possible. Changes can only be made if requested at least 24hrs in advance of your booking.

Flight Numbers

We always recommend including a flight number if applicable. Our control team monitors all flight arrivals at airports to ensure that your driver will be waiting for you at the correct time. If there is a delay during your flight, you will have no way to contact us while flying, so by tracking flights we can ensure you don’t miss your driver or encounter any unnecessary waiting fees.

Meet & Greet

Our Meet and Greet airport service is a recommended but optional additional service that ensures your driver is waiting in the terminal for you as soon as you arrive. Only applicable to Heathrow Airport pick ups.

Driver Instructions

Driver Instructions allow you to provide specific details to your driver. This can be useful if you have a specific place you would like to meet your driver (for locations other than airports), or any other requirements they may need to be aware of.

Child Seats

You are welcome to provide and fit your own child seat. Under TfL regulations, please be advised that our drivers will not fit or provide child seats themselves. Children up to 14 years and 135cm in height are required to use a seatbelt in the rear seats.

Waiting Time Allowance

The first 15 minutes after the time stated on your booking confirmation are included free of charge. Thereafter, we will try to contact you for an additional 15 minutes. If we cannot get in contact with you, please be advised that you will be charged fully for the booking.

Additional waiting time is charged at £0.46 per minute.

Cancellations and Refunds

Please contact us by phone or email as soon as possible if you wish to cancel a booking. Please be advised that you may incur additional charges up to the full amount of the booking if you fail to cancel a booking prior to 24-hours before your agreed pick up time.

We’ll keep in contact with you, updating you regularly on the status of your journey.

After completing your purchase, you will receive an email confirmation letting you know we have received your booking, which will include your booking reference number and details of your booking. We will email you again once your driver has been allocated with their name, driver number and registration plate. Another email and SMS text will be sent when your driver is on route as well as when they have arrived to pick you up.

We have taken a number of initiatives to ensure we provide the safest possible door-to-door service:

• We ask customers to please only travel if you are free from COVID-19 symptoms and have not been told to self isolate.
• To ensure passenger and driver safety at this time, the front passenger seat of our vehicles is not in use, and we are asking passengers to use the rear seats of our vehicles to facilitate social distancing. This has reduced the capacity of our vehicles as shown on the vehicle selection page.
• We ensure common surfaces of our vehicles are deep cleaned and sanitised before each journey.
• Hand sanitiser is provided in the rear of our vehicles.
• We ask that passengers from one household or bubble only travel in our vehicles.
• We expect all passengers (less those with valid medical reasons) to wear a face covering in our vehicles. More information on the rules and exemptions of wearing of face coverings can be found here. If you are exempt from wearing a face covering, please advise us at the time of booking using the driver instructions box.
• We have dedicated parking bays less than a minutes walk from the arrivals hall at Heathrow, meaning our drivers will wait in their vehicles for you to arrive. This minimises their time spent in the airport, reducing the likelihood of the infection spreading.
• Our drivers open windows regularly to allow for proper ventilation of vehicles.