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

We Know Group is taking the current situation with COVID-19 (Coronavirus) very seriously and we have a dedicated team regularly reviewing the measures being undertaken by the Company in light of advice from the Government and TfL.

Read more about our COVID-19 Compliant Transport Policy here

If you need help or have any questions you can always talk to our customer service team using the following freephone line: +44 (0) 800 310 0442.

In the meantime, take care of yourself and each other.

Last Updated: 11:30, 6th August 2020

We have multiple vehicle types for different passenger and luggage requirements. Here’s the breakdown of our most popular vehicles.

Electric Vehicles

 Up to 3 passengers with luggage or 4 passengers without luggage

 2 32kg suitcases, 2 10kg carry on’s and 4 handbags (or equivalent)

Saloon

 Up to 4 passengers with or without luggage

 2 32kg suitcases and 4 handbags (or equivalent)

Estate

 Up to 4 passengers with or without luggage

 2 32kg suitcases, 2 10kg carry on’s and 4 handbags (or equivalent)

MPV

 Up to 5 passengers with small luggage or up to 4 passengers with large luggage

 4 32kg suitcases, 2 10kg carry on’s and 5 handbags (or equivalent)

MPV+

 Up to 7 passengers with or without luggage

 5 32kg suitcases, 3 10kg carry on’s and 7 handbags (or equivalent)

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.

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.

Our Meet and Greet airport service is a recommended but optional additional service that ensures your driver is waiting for you as soon as you arrive.

Heathrow Airport Pickups

If you have chosen our Meet and Greet service please report to the WeKnowLondon desk where your driver will be waiting for you.

If you have not chosen the Meet & Greet service, you are also advised to report to the WeKnowLondon desk in the arrivals hall where we will contact your driver to let them know you have arrived. Please be advised that you may have to wait up to 20-mins for your driver to arrive if you do not choose the Meet and Greet service.

Desk locations >

Other Airports

At other airports across the UK, if you have chosen our Meet and Greet service your driver will be waiting at the barriers in arrivals. If you have not chosen this service, you are advised to call us as soon as possible after landing so we can contact your driver to let them know you have arrived. Please be advised that you may have to wait up to 20-mins for your driver to arrive if you do not choose the Meet and Greet service.

Other Locations

You do not need the Meet and Greet Service for pick ups from other locations.

I selected Meet and Greet, but my driver was not there when I arrived. What do I do?

We always do our best to ensure your driver is waiting in the arrivals hall as soon as you land when you have chosen our Meet and Greet service. Sometimes, however, unexpected road closures or other unforeseen circumstances mean this is not possible. If you selected Meet and Greet, and your driver wasn’t there when you arrived, please contact us so we can investigate this matter further with you and fully refund the additional costs associated with the Meet and Greet service.

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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.

We will send you a text update when your driver has arrived at your pick up location.

Heathrow Airport Pickups

When you place an order we recommend including your flight number as we monitor all flight arrivals to ensure your driver is waiting for you at the correct time. You are advised to report to the WeKnowLondon desk in the arrivals hall where we will connect you to your driver.

Desk locations >

Other Airports

At other airports across the UK, your driver will be waiting for you at the barriers in the arrivals hall.

If your driver cannot find you, you will be contacted via phone, so please ensure you turn on your phone as soon as possible after landing.

Other Locations

You will receive a text when your driver has arrived, and they will either be waiting inside the lobby or close by outside. If you cannot find your driver please call us as soon as possible.

You are welcome to provide and fit your own child seat

Under TfL regulations, please be advised that although you are welcome to provide and fit your own, our drivers will not provide or fit child seats themselves.

Our drivers also take no responsibility for the safety or fitting of your own child seat.

UK Legislation Summary & Child Car Seats

Private Hire Vehicles are exempt from having to use child car seats. Children under 3 years of age can travel unrestrained in the rear seats.

The driver is responsible for ensuring:

• Children between the ages of 3 and 12 years up to 135cm in height use an adult seatbelt in the rear seats.

• Children up to 14 years and over 135cm in height use an adult seatbelt.

We include a waiting time grace period on all bookings. These differ depending on whether you are being picked up from an airport or from another location. Additional waiting time is charged at £0.46 per minute.

Airport waiting time

The first 30 minutes after the time your flight lands 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, you will be fully charged for the booking.

Non-Airport waiting time

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, you will be fully charged for the booking.

Delayed flights

We ask you to include a flight number in order for us to track your flight. If the flight is delayed, we will be able to let your driver know and help you avoid additional waiting charges. If you do not provide a flight number with your booking, your 30 minute grace period will be from the time stated on your booking confirmation. If you expect you will be delayed please inform us as soon as possible so we can inform your driver.

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Save up to 25% on your return journey

We have fixed online offers applicable to the return leg of your journey. These offers are automatically applied and are calculated within the total price of your journey. You do not need to enter a promo-code. The destination of the onward journey must match the pick up destination of the return journey and must be within the London Zones. Both transfers must be purchased together. This promotion cannot be used in conjunction with any other offer. Zero emission service subject to availability.

Promotional Vouchers

Your promotional voucher will include a promo-code which should be added during the checkout process. Please see Terms and Conditions on the back of your voucher. All bookings must be made at least 2 hours in advance of pick up time. Should you require a transfer from postcodes outside the London area please call +44 (0) 800 310 0442 free of charge. The discount is only applicable to full price transfers and cannot be used in conjunction with any other offer. We Know Group offer no cash redemption value to promotional vouchers. Zero emission service subject to availability.

Heard about us on the radio? To benefit from the discount, redeem your promotion code at the checkout stage of your booking.

Terms and Conditions for LBC promotion

1. Upon redemption of your promotion code, the user is entitled to receive £10 off (the “Discount”) a car transfer in the Fully Electric Vehicle from London to Heathrow Airport with a minimum spend of £40. All other products are excluded from this offer, including other types of vehicle. 2. Bookings must be made at least 2 hours in advance of pick up time. 3. Fully Electric Vehicles only operate within the London Zone postcodes to Heathrow Airport. Should you require a transfer from postcodes outside the London area please call 0800 310 4270 free of charge. 4. The discount is only applicable to full price transfers and cannot be use in conjunction with any other offer. 5. This discount cannot be used on temporary reductions, sale products and multi-buy offers. 6. To redeem your discount, enter the promotion code heard in the advert at the checkout stage of the booking. Your new transfer price will show under the section titled “Your Order”. 7. There is no cash redemption value to the discount. 8. We Know Group standard terms and conditions of sale apply in respect of any orders placed using the discount and the Website terms of use for using our site also apply. 9. We Know Group reserve the right to vary or discontinue this discount promotion at any time. 10. You will be subject to the policies and terms and conditions of sale in force at the time you use your discount. 11. By processing your order you agree that you have read and understood our Terms and Conditions. 12. Standard Cancellation and Refund Policy applies. 13. Upon booking you confirm you have read the information regarding “Choosing The Right Vehicle” above and have adhered to the luggage and passenger capacity of the vehicle. You understand that if luggage or passenger numbers exceed the recommended amount we cannot facilitate the booking and you will be charged for the total amount of your booking. 14. 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.

Please contact us by phone or email as soon as possible if you wish to cancel a booking. Please be advised 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.

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Cancellation and Refund Policy >