FAQs

Making a booking
How do I make a booking?
Must all bookings be made in advance?
Do I need a UK mobile to make a booking?
What if my mobile doesn't work in the UK?
I have completed the booking form, what happens next?
How can I change or cancel my booking?

Service and policies
What is your cancellation policy?
What is your waiting time policy?
How are fares calculated?
Can I have multiple pick ups/drop offs for my journey?
Can you provide child car seats?
Are your vehicles wheelchair accessible?

Paying for your journey
How do I pay for my journey?
Does my fare include a tip?
Do you charge VAT?
I need a receipt for my journey, when do I get a receipt?

Airport collections
How do I meet my driver at the airport?
What happens if my flight arrives late?
How long will the driver wait for me?
I can't find my driver, what do I do?

How do I make a booking?

You can make a booking online or over the phone. To book online please use our Booking Form. To book over the phone please call: +44 (0)20 8814 2727 or our freephone number: 0800 505 3231 (free from any UK mobile or land line). You can also call us using Skype at LondonHeathrowCars.

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Must all bookings be made in advance?

We strongly advise booking in advance to avoid disappointment, however, last minute bookings can be accomodated.

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Do I need a UK mobile to make a booking?

No, you do not need a UK mobile to make a booking. Our drivers can call both UK and International mobiles providing your phone is set up to receive calls in the UK.

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What if my mobile doesn't work in the UK?

If your mobile doesn't work in the UK you can still call us using our freephone number: 0800 505 3231. Just find a phone and dial the number exactly as shown (the call will be free).

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I have completed the booking form, what happens next?

Shortly after completing the booking form you'll receive a Booking Confirmation by email. This Booking Confirmation will outline your journey in full and include your unique Job Number. Once you've received your Booking Confirmation you can be sure your car is booked.

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How can I change or cancel my booking?

To change or cancel your booking please use our Contact Form or give us a call. To avoid confusion please always mention your Job Number.

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What is your cancellation policy?

Our cancellation charges are as follows:

• Heathrow Pick-ups:
  - If you cancel 2 or more hours before the flight arrives we'll refund the full fare.
  - If you cancel less than 2 hours before the flight arrives the full fare is retained.

• Non-Heathrow Pick-ups (inside M25):
  - If you cancel 4 or more hours before the pick-up time we'll refund the full fare.
  - If you cancel less than 4 hours before the pick-up time the full fare is retained.

• Non-Heathrow Pick-ups (outside M25):
  - If you cancel 6 or more hours before the pick-up time we'll refund the full fare.
  - If you cancel less than 6 hours before the pick-up time the full fare is retained.

Making changes the day before your booking
If you need to change or cancel your booking the day before please let us know by 10pm the latest. Any changes made after 10pm may be chargeable.

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What is your waiting time policy?

For non-airport collections we offer a fifteen minute grace period. This means we will not charge you anything for the first fifteen minutes of waiting. Once the fifteen minute grace period has expired, waiting time is charged retrospectively to the original pick-up time at a flat rate of:

Standard Car: 35p per minute or £21.00 per hour.
Executive Car (Business Class): 45p per minute or £27.00 per hour.
VIP Car (First Class): 50p per minute or £30.00 per hour.

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How are fares calculated?

We calculate our fares using distance and journey time. We also charge fixed amounts to/from different postcodes. Remember, we operate a fixed price policy meaning each fare is agreed upon before the journey takes place, regardless of the route or time taken.

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Can I have multiple pick-ups/drop-offs for my journey?

You can, however, multiple drop journeys need to be booked over the phone.

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Can you provide child car seats?

Yes, we can provide child car seats at an additional cost of £5.00 per seat. There is a section on the booking form where you can specify the child age and the type of seat/s you require (rear facing, forward facing or booster).

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Are your vehicles wheelchair accessible?

Unfortunately we cannot provide wheelchair accessible vehicles (WAVs) as none of our cars are fitted with ramps or lifts. We can however accomodate foldable wheelchairs providing they can fit in the boot of the car.

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How do I pay for my journey?

You can pay for your journey either by card or by cash. Card payments are made online or over the phone. Cash payments are made directly to the driver (British Pounds only).

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Does my fare include a tip?

No. Neither the minimum charge or your fare includes a tip. Giving a tip is discretionary and completely up to you.

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Do you charge VAT?

No, we do not charge VAT on our fares.

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I need a receipt for my journey, when do I get a receipt?

If you pay by card we can email you a receipt as soon as the payment is authorised (any time before the journey takes place or on the day). Passengers that pay by cash can request a cash receipt from the driver.

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How do I meet my driver at the airport?

There are two options to meet your driver at the airport; Meet & Greet and Call on Arrival. For Meet & Greet collections you can expect to see your driver standing next to the arrivals barriers holding a sign displaying your name. For Call on Arrival collections you can call us when you're ready and meet your driver at the meeting point within 15 minutes. Both options are explained further on the booking form.

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What happens if my flight arrives late?

You're not to worry if your flight arrives late as we monitor your landing time as part of the service.

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How long will the driver wait for me?

We are happy to wait for up to 2 hours after the flight lands. If there has been no contact made during this time we will pull the driver out and you will be charged the full fare (No-Show). If you'd like us to wait longer than 2 hours please inform us on the day.

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I can't find my driver, what do I do?

If you cannot see your driver please give us a call and we shall assist you.

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