Help Centre

If you’d like to ask a question, make a comment on your experience of using WeKnowLondon service desks, or give feedback about a product or service you’ve received, please contact our customer relations department. We pride ourselves on finding solutions to problems. Therefore we are committed to resolving all issues that arise quickly and in a fair and reasonable manner. We aim to respond within 48 hours during opening times.

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FAQ’s

Car Transfers

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.

In order to contact you when your driver has arrived, or call you in case of emergency.

We will send you a text update when your driver has arrived at your pick up location. If you cannot find your driver please contact us so we can connect you to them.

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Yes, but unfortunately not online at this moment. Please contact us by email or phone to let us know your booking details so we can provide you with the accurate pricing and proceed with your booking.

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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. If you have chosen our recommended 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, your driver will be waiting for you at the barriers in the arrivals hall. If you have chosen our recommended 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. 

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

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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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.
  • 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 seat belt in the rear seats.
  • Children up to 14 years and over 135cm in height use an adult seat belt.

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

Zero Emission Vehicle: 4 passengers and 3 large suitcases

Saloon: 4 passengers with 2 large suitcases

Estate: 4 passengers with 3 large suitcases

MPV: 5-6 passengers with 3 medium suitcases or 1-4 passengers with 4 large suitcases

MPV+: 7 passengers with 5 large suitcases

One carry on bag and/or one handbag/laptop bag is also permitted. By law, luggage must always be safely secured in our vehicles, therefore, no suitcases are permitted within the seating area of our vehicles.

If your flight is delayed, cancelled or rescheduled please get in touch with us as soon as possible so that we can re-arrange your booking according to your revised flight schedule.

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Cancellation and refund policy >

Please phone or email us with your request and your reference number which can be found on your booking confirmation. A member of our team will be in contact with you as soon as possible to facilitate the changes.

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Call us as soon as possible to let us know you need to amend a booking. You may incur additional charges to bookings changed with less than 24-hrs notice.

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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 >

Unfortunately not at this time. We are working on bringing wheelchair accessible vehicles to our fleet in the near future.

It is at your discretion whether or not you wish to tip your driver.

Coupon codes can be applied at the check out stage of your booking. Terms and conditions apply to all coupons and can be found on the car transfer page.

Discounted return transfers are added automatically, you do not need a coupon code. The return fare is only discounted when purchased with a single transfer.

Tours

Once your order has been processed, you will receive an e-voucher to your email address. We always recommend printing your voucher/ticket which contains your unique reference number. Some operators accept tickets on your phone, but please check with the tour provider to ensure this is possible.  Remember to bring your voucher with you on the day, you will not be allowed entrance without a valid ticket.

While most providers do accept tickets on a mobile device, this is never guaranteed. Unfortunately, some venues cannot accept digital tickets. We always recommend ensuring you have all your tickets printed. If you have pre-booked your tickets before your visit to London, feel free to ask one of our London Experts to print them out for you at our desks in Heathrow Airport.

How to find us >

Yes! Our Hop-on Hop-off tour tickets booked online are valid for redemption up to 6 months from the date of purchase.

Sorry, no, it’s not possible to travel on a different date. All coach and train tour bookings are only valid on the selected date of travel. If you cannot make this date, please read our Cancellation and Refund Policy.

How to cancel my order >

If you would like to change a tour booking, please contact us and we will assist you.

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If you would like to cancel an order, please read our Cancellation and Refund Policy.

How to cancel my order >

Pick up details can be found on the selected tour product page. On the left hand side of the page, you will see a description and important info box which include all the details you will need for your selected tour.

Drop off details can be found on the selected tour product page. On the left hand side of the page, you will see a description and important info box which include all the details you will need for your selected tour.

The end times for tours vary depending on which one you have chosen. Full day coach excursions generally return to London between 18:30 and 20:00, traffic permitting. Unescorted train tours usually return between 20:00 and 22:00. Please see the description box on the tour page for more information about your selected tour.

All entrances are included in the tour price, unless otherwise stated. A free lunch pack is also included on all full-day coach tours. Some bus tours include a free walking tour and river cruise, check the description box on the product page for more information about your selected tour.

We do not cover travel insurance, gratuities for your guide or driver or any transfers to and from stations or pick up points with the price of our tours. If you require a transfer please book this separately.

Book a transfer >

We cannot guarantee there will be a washroom facility on board all coaches; however, drivers do make regular stops en route. If you have any concerns, please contact the tour operator directly.

Yes, you are permitted to take one piece of luggage on your coach tour. If you have more luggage you wish to take, please contact the tour operator directly.

Online, we currently accept MasterCard, Visa, American Express and Maestro Online via PayPal. If you wish to pay in cash we recommend researching which tours and attractions you would like and visiting one of our desks at Heathrow Airport where we accept cash payments in GBP (£) at Heathrow Airport.

How to find us >

Coupon codes can be applied at the check out stage of your booking. Terms and conditions apply to all coupons and can be found on the back of your promotional voucher.

Your personal details are entirely secure. Your personal information is submitted on a secure server with 128-bit SSL encryption and is used only in order to create your ticket and/or contact you if there is any problem with your booking. Your details are never passed on to any third-party. 

Read our Privacy Policy >

Yes, all buses are wheelchair accessible. If you have any queries please contact the tour provider directly.

Attractions and Experiences

Once your order has been processed, you will receive an e-voucher to your email address. We always recommend printing your voucher/ticket which contains your unique reference number. Some operators accept tickets on your phone, but please check with the tour provider to ensure this is possible.  Remember to bring your voucher with you on the day, you will not be allowed entrance without a valid ticket.

While most providers do accept tickets on a mobile device, this is never guaranteed. Unfortunately, some venues cannot accept digital tickets. We always recommend ensuring you have all your tickets printed. If you have pre-booked your tickets before your visit to London, feel free to ask one of our London Experts to print them out for you at our desks in Heathrow Airport.

How to find us >

In most cases, yes, tickets are mostly redeemable up to 60 days from the purchase date, but only on selected popular attractions. Entry to attractions is subject to the provider terms and conditions, which can themselves be subject to change. We always recommend checking with the tour provider if you wish to change a booking.

We Know Group has no control over or responsibility for waiting times at your selected attraction or experience. This is the responsibility of the provider, so if you have any queries or complaints, we recommend contacting them directly.

If you would like to change a tour booking, please contact us and we will assist you.

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If you would like to cancel an order, please read our Cancellation and Refund Policy.

How to cancel my order >

Online, we currently accept MasterCard, Visa, American Express and Maestro Online via PayPal. If you wish to pay in cash we recommend researching which tours and attractions you would like and visiting one of our desks at Heathrow Airport where we accept cash payments in GBP (£) at Heathrow Airport.

How to find us >

Coupon codes can be applied at the check out stage of your booking. Terms and conditions apply to all coupons and can be found on the back of your promotional voucher.

Your personal details are entirely secure. Your personal information is submitted on a secure server with 128-bit SSL encryption and is used only in order to create your ticket and/or contact you if there is any problem with your booking. Your details are never passed on to any third-party. 

Read our Privacy Policy >

Sim Cards

SIM cards are typically valid for a period of 6 months from the last call or text made.

The phone number is printed on your SIM card pack, which you will receive at the time of collection from our service desks at Heathrow Airport.

How to find us >

If you want to call home, the EE plan is for you, with international calls to 34 selected countries. To view which countries are included visit the link below and click on the description box.

More information >

It’s really easy to add more credit to your phone. Mobile phone top-ups can be purchased over the counter in all newsagents, petrol stations and post offices. Credit can also be purchased from each local network provider and at our desks at Heathrow.

Unfortunately, we do not offer delivery services on SIM cards. Our SIMs are only available for click and collect at Heathrow. 

Our SIM cards only work with unlocked devices. Please check whether your phone is locked or unlocked before you purchase a SIM card with us.

Of course! We always assist our visitors with setting up their phones to ensure you’re connected from the moment you arrive in the UK.

If your phone is locked, it can be difficult or impossible to add a sim card from a different provider. However, if you dont need to SMS text during your time here, we recommend looking into our portable WIFI devices. They require no sim swaps, no caps and no limitations so you’re free to use online messaging apps, mapping technology and browse online.

Read More >

Not a problem, just drop us a line with your order reference that can be found on your email confirmation. Provide us with the new pick up instructions and we will have it ready for you when you arrive.

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Click and Collect

Click and Collect is only available from our service desks in all arrivals terminals at Heathrow Airport.

View our location maps >

Click and Collect is free for all orders with no minimum spend. Our service desks are open 7-days a week, 365-days a year from 06:00 – 23:00.

There are no time constraints for placing your order, book anytime and pick up in store when you arrive at Heathrow.

When choosing your Click and Collect items, please make sure you select the correct terminal you will be arriving in. We will have your order ready at our service desk for when you arrive, all you need to do is bring your booking confirmation containing your reference number with you.

It’s always a good idea to screenshot your booking confirmation and reference number before you fly, just in case you encounter difficulties connecting to the internet when you land.

You are welcome to collect an item on behalf of someone else, please make sure you have the booking confirmation with you. Please be advised we may ask to see your passport ID.

I’ve lost my booking confirmation, what do I do?

First, please check your junk mail folder and make sure your confirmation email hasn’t ended up here.

If you still cannot find it, please drop us an email with your full name and post/zip code so we can locate your order and resend your confirmation.

There’s a change in my flight plans, what do I do?

If your flights have been changed, please drop us an email stating the date and terminal you would like to collect your order.

If your flight has been changed and you would like to cancel your order, please head over to our Cancellation and Refund Policy.

Can you deliver my items?

Unfortunately, we do not offer delivery at this time.