Coronavirus – What we are doing to keep you safe whilst travelling

We’re here should you have any queries about Heathrow, transport or accommodation. Our friendly customer service team will gladly assist in helping to plan your trip as well as facilitate bookings over the phone.

Freephone: +44 (0) 800 310 0442

Coronavirus has impacted everyone around the world, and is continually challenging and changing the way we travel – for work or pleasure. We continue to offer our car transfer services to all passengers and customers for your essential travel needs. In line with UK Government advice, we have a thorough set of guidelines to manage the spread of Coronavirus (COVID-19) and protect our employees, passengers and drivers during this period. Other products and services available at this time are updated on our website on a regular basis.

Our COVID-19 Compliant Transport Policy outlined below is continually updated in light of additional measures announced by the government and with initiatives by We Know Group to protect our employees, passengers and drivers.

Our help desks and services

Whilst our services are now limited, the following products are still available:

Car Transfers

Our car transfers are available for booking both online and upon arrival at our help desks in Heathrow Arrivals. We are certified ‘We’re Good To Go’ by VisitEnglad, The National Tourism Board of England and are taking all possible precautionary measures to ensure our drivers and passengers safety.

Please be advised that the wearing of a face covering is mandatory in our vehicles. See www.gov.uk for more information on rules and exemptions.

Heathrow Express

Heathrow Express tickets are still available online, with enhanced cleaning procedures. Certified ‘We’re Good To Go’ by VisitEnglad, The National Tourism Board of England . You will receive an e-ticket in your mailbox.

Please be advised that the wearing of a face covering is mandatory on public transport. See www.gov.uk for more information on rules and exemptions.

Oyster Cards

Oyster cards are available for click and collect from our help desks at Heathrow Airport. Please be advised that our opening times may vary and the wearing of a face covering is mandatory on public transport. See www.gov.uk for more information on rules and exemptions.

SIM Cards

SIM Cards are available for click and collect from our help desks at Heathrow Airport. Please be advised that our opening times may vary.

We will introduce comprehensive safety and social distancing measures to keep you, our employees and drivers safe. These will include:

– Enhanced cleaning procedures at our desks and hand sanitiser provided.

– Clear signs asking you to stand 1+ metres apart.

– Protective screens at checkouts.

– Encouraging customers to use contactless payment where possible.

– Sanitisation units for deep cleaning of our vehicles before each journey.

– Mandatory face coverings for employees, drivers and customers at our desks and within our vehicles.

– Only allowing members of one household to travel in the rear seats of our vehicles.

In line with Government legislation, We Know Group expects all customers (less those with valid medical reasons) to wear a face covering when at our desks, in our vehicles and on public transport.

More information on the wearing of face masks can be found here.

Yes, our click and collect items are available to pre-order, but please be advised that our opening times and terminals may vary.

Up to date information on our opening times can be found here.

Safe, sanitised vehicles

Our car transfers are available for booking both online and upon arrival at our help desks in Heathrow Arrivals. We are certified ‘We’re Good To Go’ by VisitEnglad, The National Tourism Board of England and are taking all possible precautionary measures to ensure our drivers and passengers safety.

Please be advised that the wearing of a face covering is mandatory in our vehicles. See www.gov.uk for more information on rules and exemptions.

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

  • Installation of sanitisation unit with common surfaces deep cleaned before each journey.
  • Hand sanitiser to be provided in the rear of our vehicles.
  • Drivers to open windows regularly to allow for proper ventilation of vehicles.
  • Only passengers from one household will be allowed to travel in our vehicles, and we will be operating a reduced capacity in our vehicles with passengers only being able to use the rear seats.
  • We Know Group expects all customers (less those with valid medical reasons) to wear a face covering in our vehicles.
  • 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.
  • We ask customers to please only travel if you are free from COVID-19 symptoms.

Certified ‘We’re Good To Go’ by VisitEngland, the National Tourist Board of England. Acquiring the Industry Standard mark means that our business has followed government and industry COVID-19 guidelines, has a risk assessment in place and a process to maintain cleanliness and aid social distancing.

STILL NEED HELP?

For more general queries, you can find helpful information on our Help Centre Page or you can contact our customer service team.

Coronavirus - What we are doing to keep you safe whilst travelling.    
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