Service Update
Due to COVID-19 we are running a reduced service on our electric vehicles. Our electric services operate between the hours of 04:30 and 21:00. Please be advised that bookings outside these hours may be facilitated with a standard vehicle.
Passengers and Luggage
Your safety is of paramount importance to us. Please be advised that we operate strict guidelines to passenger capacity and luggage allowances in our vehicles.
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 bookings@weknowgroup.com to speak to a member of our team who can assist you.
Flight Numbers
We always recommend including a flight number if applicable. Our control team monitors all flight arrivals at the airport 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.
Waiting Time Allowances
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 we cannot facilitate refunds on the booking.
If you have provided a flight number we are able to track your flight, and so any delays will be taken into account and you will not be charged additional waiting time up to the amount your flight has been delayed by.
Additional waiting time is charged at £0.50 per minute.
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 of the vehicle.
Accessibility
Unfortunately our vehicles are not wheelchair accessible at this time. We’re working hard to enable this service in the future.