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Book with complete confidence knowing that WeKnow holds the unique position of being Heathrow’s onsite and licensed transfer provider.  We work on a fixed rate guarantee, meaning the quote you receive here will never change. Unexpected traffic, road closures or diversions - these are our problems, not yours.  

WeKnow are certified members of the Licensed Private Hire Vehicle Association and licensed by Transport for London. All our drivers are selectively handpicked professionals, who undergo enhanced DBS and medical checks - because your safety is of paramount importance to us.  

 

Like you, we love travelling and exploring new cities and want to help visitors get around in the cleanest, greenest ways possible. To achieve this we operate the largest fleet of luxury, fully electric vehicles available at Heathrow. 

Booking terms and conditions

Important Information about Airport Pick Up's

We ask all customers to get in touch with us via email, webchat or phone (+44 800 310 0442) once your plane has landed and you have reached immigrations to confirm your preferred pick up time. This helps us avoid any additional waiting time, and therefore, waiting fees. Please have your basket reference number above to hand. 

At Heathrow Airport, if you do not get in contact with us prior to reaching the Arrivals Terminal, please be advised that you will need to visit the WeKnowLondon desk, and only then will we dispatch your driver. Please note that it may take 15-45 minutes for your vehicle to become available. 

At other Airports, if you do not get in contact with us, your driver will be waiting for you at the time stated on your booking confirmation for the duration of your waiting time allowance.

Waiting Time Allowance at Airports

30 minutes free waiting time is included with your booking either from the time agreed on your booking confirmation, or from the time agreed upon contacting us on arrival. Thereafter, additional waiting time is charged at £0.50 per minute and payable either at the WeKnowLondon desk, via direct payment link or directly to your driver.

If we are unable to get in contact with you after the 30 minute free waiting time, your booking will be cancelled and refunds are at the discression of WeKnowLondon.

Waiting Time Allowances at Hotels and Other Locations

10 minutes free waiting time is included with your booking from the time stated on your booking confirmation. Thereafter, additional waiting time is charged at £0.50 per minute and payable via direct payment link, or directly to your driver.

If we are unable to get in contact with you after the 10 minute free waiting time, your booking will be cancelled and refunds are at the discression of WeKnowLondon.

Availability Notice

Please note that Fully Electric Vehicles are subject to availability and may be facilitated with a Standard Vehicle if required. Bookings facilitated in a Standard Vehicle will be entitled to a refund of the difference in price as quoted on our website at the time of booking. Please get in contact with us to arrange your refund.

Please note that due to high demand, we sometimes partner with trusted third-party suppliers to facilitate Car Transfers.

Passengers and Luggage Allowance

Please be advised that we operate strict guidelines to passenger capacity and luggage allowances in our vehicles. Please use the Vehicle Capacity filters on the vehicle selection page to view vehicles suitable for the number of passengers and luggage items. 1x hand luggage is permissible per person in every vehicle.

If passenger or luggage 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 the booking. If you are not sure which vehicle to choose, contact us and our team will be happy to advise you.

Child Car Seats

You are welcome to provide and fit your own child seat. Under TfL regulations, please be advised that our drivers are unable to provide or fit child car seats on your behalf. UK Legislation states that children under 3 years of age are able to travel unrestrained in the rear seats of the vehicle. Children over 3 years of age must use an adult seat belt in the rear seats of the vehicle. Adults, children over 14 years of age and those over 135cm in height must use an adult seat belt in the front or rear seats of our vehicles.

Accessibility 

Unfortunately our vehicles are not wheelchair accessible at this time. We’re working hard to enable this service in the future.  

Where to meet your driver

Heathrow Arrivals

When you arrive in the Arrivals Terminal at Heathrow Airport, head straight to the WeKnowLondon desk with your basket reference number, where our staff will connect you with your driver. WeKnow desks are located in all arrivals terminals, and you can find their location on our Heathrow Guide.

Other Airports

Your driver will wait for you in the Arrivals area, unless you have stated otherwise when making your booking.

Hotels and Other Locations

If you are being picked up from a hotel your driver will wait for you in the reception area. At other locations you will receive a notofication via email and/or SMS text when they are outside the premises.

Booking Conditions, Amendments and Cancelations

Booking Confirmation 

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 ride.

We will email you again once your driver is on route to collect you with their name, contact number, PCO Licence number and their vehicle's registration plate number. This email will also contain a link so you can see the position of the vehicle on a live map. It is your responsibility to ensure you have checked the details included within this email before entering any vehicle or accepting any ride. 

 

Amendments 

Plans change, often unexpectedly and we understand that. You are free to make changes to your booking at any time up to 24 hours before your agreed pick up time. Contact us as soon as possible and a member of our team will gladly assist you. 

 

Cancellations and Refunds 

Contact us 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 prior to 24 hours before your agreed pick up time. 

Contact Us:

There are multiple ways you can get in touch with us.

Via our online WebChat which is located in the bottom right hand corner of the screen (Monday-Friday, 09:00-18:00)

Via email: customer.services@weknowgroup.com (Monday-Friday, 09:00-18:00)

Via phone: +44 (0) 800 310 0442 (24/7 - Monday-Sunday)

COVID-19 precautions

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. 
• We ensure common surfaces of our vehicles are deep cleaned and sanitised before each journey. 
• We expect all passengers (less those with valid medical reasons) to continue 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.
• Our drivers continue to wear face masks whilst travelling with you in the vehicle. 
• 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.

Please note that we do not have separation screens between the driver and passengers in our vehicles.