Question 1

How do I book a transfer?

Accepted Answer

Enter your exact pickup location (Point A) and drop-off location (Point B) with full address and postcode. For airports, include the terminal number or name. The more accurate the address, the smoother your pickup will be. Choose your vehicle, add your flight details, and confirm your booking with a secure online payment or pay the driver in cash after the trip.

Question 2

How do I choose the correct pickup time?

Accepted Answer

If travelling to the airport: check your flight departure time, subtract 2 hours (recommended airport arrival time), then subtract your travel time (use Google Maps). For example, if your flight is at 14:00, you should arrive at the airport by 12:00. If travel time is 1 hour, set your pickup time to 11:00.

Question 3

How far in advance should I book?

Accepted Answer

We recommend booking at least 24 hours in advance to guarantee availability, especially during peak travel periods (school holidays, Christmas, Easter). However, we do accept same-day bookings subject to driver availability. For large vehicles (8-seater minivans) or early morning pickups, booking 48 hours ahead is advisable.

Question 4

What payment methods do you accept?

Accepted Answer

We offer two payment options: secure online payment during booking via our Stripe payment gateway (Visa, Mastercard, American Express, Apple Pay, Google Pay), or cash payment directly to the driver after the trip.

Question 5

Can I pay cash?

Accepted Answer

Yes, you can pay in cash directly to the driver after your journey is complete. Simply select "Cash" as your payment method during booking. Please have the exact fare ready as drivers may not carry change for large notes.

Question 6

Can I modify my booking after confirmation?

Accepted Answer

Yes, you can modify your booking up to 24 hours before your scheduled pickup time free of charge. Changes can include pickup time, pickup address, destination, number of passengers, or vehicle type. Contact us by phone, email, or WhatsApp to make changes.

Question 7

What happens if I need to cancel?

Accepted Answer

Free cancellation is available up to 24 hours before your scheduled pickup time. Cancellations made less than 24 hours before pickup may be subject to a cancellation fee. No-shows are charged the full fare.

Question 8

Is there a cancellation fee?

Accepted Answer

Cancellations made more than 24 hours before your pickup are completely free. Cancellations within 24 hours of pickup incur a fee of up to 50% of the fare. Cancellations within 2 hours of pickup or no-shows are charged the full fare. We understand plans change — contact us as early as possible if you need to cancel.

Question 9

Why do I need to provide a flight number?

Accepted Answer

Providing your flight number allows us to track your flight in real time, adjust your pickup time if your flight is delayed, and ensure your driver arrives at the correct time. Incorrect flight details may result in additional waiting charges.

Question 10

Do you monitor flights for delays?

Accepted Answer

Yes. We monitor all flights in real time and automatically adjust your pickup time if your flight is delayed or arrives early. You do not need to call us — our system tracks your flight from departure to landing. Flight delays are free of charge and will never result in extra fees.

Question 11

How long will the driver wait at the airport?

Accepted Answer

For airport pickups, the first 60 minutes after your flight lands are free of charge. This gives you time to clear immigration, collect your luggage, and walk to the arrivals hall. After 60 minutes, a waiting charge of £15 per hour applies. For non-airport pickups (home, hotel, office), the first 15 minutes are free, then £15 per hour from minute 16.

Question 12

Where will the driver meet me?

Accepted Answer

For airport pickups, your driver will wait in the arrivals hall with a name board displaying your name. You will receive the driver's name, photo, phone number, and vehicle registration by SMS and email before pickup. For hotel or address pickups, the driver will wait outside your location.

Question 13

What if my flight is cancelled?

Accepted Answer

If your flight is cancelled, please notify us as soon as possible. We will reschedule your transfer to your new flight at no additional cost, or issue a full refund if you no longer need the service. You will not be charged any cancellation fees for flight cancellations — simply provide your updated flight details.

Question 14

Do you cover all London airports?

Accepted Answer

Yes, we cover all six London airports: Heathrow (LHR), Gatwick (LGW), Stansted (STN), Luton (LTN), London City (LCY), and Southend (SEN). We also cover Birmingham, Manchester, and other major UK airports on request.

Question 15

Can you do airport-to-airport transfers?

Accepted Answer

Yes, we provide airport-to-airport transfers between any London airports. This is ideal for connecting flights where you need to change airports. Simply enter your arrival airport as the pickup and your departure airport as the destination when booking.

Question 16

How much does an airport transfer cost?

Accepted Answer

Prices start from £55 for a Heathrow to Central London transfer in a saloon car. The final price depends on the route distance, vehicle type, and time of travel. All prices are fixed at the time of booking with no hidden charges — the price you see is the price you pay.

Question 17

Is the price per person or per vehicle?

Accepted Answer

All our prices are per vehicle, not per person. Whether you are travelling alone or with a group, the price remains the same for the chosen vehicle. This makes us excellent value for families and groups compared to per-person services.

Question 18

Are there any hidden charges?

Accepted Answer

No. The price quoted at the time of booking is the total price you pay. This includes the vehicle, driver, airport parking, meet and greet service, and flight monitoring. The only additional charges that may apply are for excessive waiting time (after the free waiting period) or extra stops not included in the original booking.

Question 19

Are tolls included in the price?

Accepted Answer

Standard tolls such as the Dartford Crossing are included in your quoted price. The London Congestion Charge (£18) is also included when applicable — you will see it as a separate line item in your quote so there are no surprises.

Question 20

What is the congestion charge?

Accepted Answer

The London Congestion Charge is a £18 daily fee for driving in central London (Zone 1) between 07:00 and 18:00, Monday to Friday, and 12:00 to 18:00 on weekends. If your journey passes through the congestion zone during charging hours, this fee is added to your quote automatically. Journeys outside these hours or routes that avoid the zone are not charged.

Question 21

Is there a surcharge on public holidays?

Accepted Answer

Yes. A 50% surcharge applies on major public holidays: 25 December (Christmas Day), 26 December (Boxing Day), 31 December (New Year's Eve), and 1 January (New Year's Day). The surcharge is applied automatically and shown clearly in your booking quote before you confirm. All other bank holidays are charged at standard rates.

Question 22

Do you offer return trip discounts?

Accepted Answer

Yes. When you book a return journey at the same time as your outbound trip, you receive a discount on the total fare. Simply add both journeys to your booking and the discount is applied automatically at checkout.

Question 23

What are Way Points (stops)?

Accepted Answer

Way Points are additional stops during your journey. You can drop off passengers at different locations, pick up passengers along the way, or make stops during long journeys. Simply enter your pickup and destination, then add stops along the route. Maximum: 5 stops. Each additional stop adds a small fee based on the detour distance.

Question 24

Which car should I choose?

Accepted Answer

Your choice depends on the number of passengers, amount of luggage, and comfort level. Saloon (Standard Sedan): up to 3 passengers, 2 large suitcases (23 kg) + 2 small. Estate Car: up to 4 passengers, up to 4 large suitcases + 1 small. Business Saloon: up to 3 passengers, 2 large + 2 small suitcases. Business Estate: up to 4 passengers, up to 4 large suitcases + 1 small. MPV+ (Comfort Minivan): up to 5 passengers, up to 4 large suitcases + 1 carry-on. 8-Seater Minivan: up to 8 passengers, up to 8 large suitcases (23 kg each).

Question 25

Are child seats available?

Accepted Answer

Yes, we provide child seats and booster seats at no extra charge. Simply select the option when making your booking and specify the age of the child so we can provide the appropriate seat. We carry rear-facing infant seats (0-12 months), forward-facing child seats (1-4 years), and booster seats (4-12 years).

Question 26

Can I bring pets?

Accepted Answer

Yes, pets are welcome in our vehicles. Please let us know when booking so we can assign a pet-friendly driver. We ask that small pets travel in a carrier and larger dogs are kept on a lead. A small additional cleaning fee may apply. Guide dogs and assistance animals travel free with no restrictions.

Question 27

Are the vehicles shared or private?

Accepted Answer

All our vehicles are private. You will never share your vehicle with other passengers. Your booking is a dedicated, door-to-door service exclusively for you and your party.

Question 28

Can I request a specific vehicle?

Accepted Answer

Yes. You can choose the vehicle category that suits your needs during booking: Saloon, Estate, Business Saloon, Business Estate, MPV+, or 8-Seater Minivan. While we cannot guarantee a specific make or model (e.g. Mercedes E-Class), all vehicles in the Business category are premium brands.

Question 29

Do you offer wheelchair-accessible vehicles?

Accepted Answer

Yes, we can arrange wheelchair-accessible vehicles on request. Please contact us at least 48 hours before your journey so we can assign a suitable vehicle with ramp access. Let us know any specific requirements (powered wheelchair, mobility scooter, etc.) when booking.

Question 30

Do you cover cruise ports?

Accepted Answer

Yes, we provide transfers to and from all major UK cruise ports. Whether you are departing on a cruise or arriving back, we offer the same reliable door-to-port service with flight-level tracking and meet-and-greet.

Question 31

Which cruise ports do you serve?

Accepted Answer

We cover Southampton, Dover, Tilbury, Harwich, and Portsmouth cruise terminals. Southampton and Dover are our most popular routes from London. Pricing is based on distance from your pickup address to the port, and all quotes are fixed at the time of booking.

Question 32

Are your drivers licensed?

Accepted Answer

Yes. All our drivers are fully licensed by Transport for London (TfL) as Private Hire drivers. Every driver undergoes an enhanced DBS (Disclosure and Barring Service) check, holds a valid Private Hire driver licence, and completes TfL's topographical assessment. We operate under a TfL Private Hire Operator licence.

Question 33

Are vehicles insured?

Accepted Answer

Yes. Every vehicle in our fleet carries full Private Hire insurance as required by TfL regulations. This covers all passengers during the journey. Vehicles also undergo annual MOT testing and regular maintenance checks to ensure safety and reliability.

Question 34

Do you operate 24/7?

Accepted Answer

Yes. We operate 24 hours a day, 7 days a week, 365 days a year — including weekends, bank holidays, Christmas Day, and New Year. Early morning and late night bookings are welcome with no additional charges (except the holiday surcharge on 25-26 Dec and 31 Dec-1 Jan).

Question 35

How will I receive my booking confirmation?

Accepted Answer

You will receive an instant booking confirmation by email immediately after completing your booking. This includes your booking reference number, journey details, vehicle type, and price. Before your pickup, you will also receive an SMS and email with your driver's name, phone number, vehicle details, and registration number.

Question 36

Can I contact the driver directly?

Accepted Answer

Yes. You will receive the driver's mobile phone number by SMS and email approximately 30 minutes before your scheduled pickup time (or when the driver is assigned). You can call or text the driver directly if you need to communicate your exact location or any changes.

Question 37

Do you have WhatsApp or Telegram support?

Accepted Answer

Yes, you can reach our booking team via WhatsApp and Telegram for quick enquiries, booking modifications, or live support. Our team responds within minutes during operating hours. You can also receive booking confirmations and driver updates via WhatsApp if you prefer it over SMS.

Frequently Asked Questions

Booking & Payment

Airport Service

Pricing

Vehicles & Service

Cruise Port Transfers

Drivers & Safety

Communication & Support

Still have questions?

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