Question 1

How far in advance should I book my airport transfer?

Accepted Answer

We accept bookings from approximately 4 hours in advance up to 12 months ahead. For peak Heathrow and Luton early-morning slots (4am to 7am pickups), bank holiday travel and the Christmas / New Year week, 24 to 48 hours' notice gives the widest vehicle choice — Executive class cars in particular get reserved early. Same-day bookings are accepted up to about 4 hours before the requested pickup time, subject to driver availability for your route. Bookings made via the website, by phone on 01923 88 2424 or by email are all confirmed within minutes during office hours.

Question 2

Are your prices fixed, or do they change based on time of day or demand?

Accepted Answer

Every quote shown on our booking form is a fixed, all-inclusive price for the route you entered — and it stays that price through to checkout. No surge multiplier, no peak-hour uplift, no late-night premium, no Christmas Day or New Year's Eve surcharge. Toll charges (Dartford Crossing, M6 Toll) and airport pickup access fees are already built into the displayed quote where they apply. If your booking changes mid-journey (an extra stop, a change of destination), the revised fare is confirmed and agreed before the change is made — there are no quiet additions at the end.

Question 3

What information do you need to confirm a booking?

Accepted Answer

For the shortest route to a confirmed booking: full pickup address with postcode, drop-off address or airport terminal, date and pickup time, total passenger count (including children and infants), large suitcase count, plus your contact mobile and email. For airport arrivals we strongly recommend adding the flight number — it lets dispatch link your booking to the live airline feed and adjust the pickup time automatically if the inbound flight is delayed. For corporate bookings, a PO number or cost-code reference can be added in the Notes field and will appear on your invoice.

Question 4

Can I book on behalf of someone else — a family member, colleague or VIP guest?

Accepted Answer

Yes — third-party bookings are routine. Enter the traveller's name and mobile number as the passenger details, then your own email and contact number under the booking-contact section so confirmations and the next-day driver-allocation email come to you. The driver receives both contact numbers and will call the passenger first on arrival. PA-managed corporate transfers and gift-purchase bookings (collecting a relative from the airport as a welcome surprise, for instance) are routinely handled this way and do not require the cardholder to be present at pickup.

Question 5

What payment methods do you accept, and do you offer business accounts?

Accepted Answer

Online bookings are settled by Visa, Mastercard or American Express via our Stripe-secured payment page — your card details are processed by Stripe and never stored by us. For business clients we operate monthly itemised account invoicing with 30-day payment terms — typically used by SMEs, executive PA teams and HR functions that book regularly. Account setup takes about 24 hours once we have the company details and a billing contact. We do not currently accept cash at the kerbside; corporate bank transfer is supported on account customers.

Question 6

Where exactly does the driver meet me when I land at Heathrow, Luton, Gatwick or Stansted?

Accepted Answer

Default for inbound airport pickups is Meet & Greet inside the arrivals hall — the chauffeur waits at the arrivals exit with a printed name board, walks you and the luggage to the vehicle in the short-stay car park or designated pickup zone, and settles airport pickup access fees on your behalf (already included in your fixed fare). Typical meeting points: Heathrow T2 / T3 / T4 / T5 arrivals hall meet & greet area; Luton arrivals hall near Costa Coffee; Gatwick North & South arrivals near WHSmith; Stansted arrivals hall main meet & greet point. Your driver's mobile number is sent the afternoon before pickup so you can call directly once you have signal.

Question 7

How much free waiting time do I get for an airport arrival?

Accepted Answer

45 minutes of free waiting time is included as standard on every airport arrival booking, measured from the actual landing time (not the scheduled time). That window comfortably covers immigration, baggage reclaim and walking through to arrivals on the large majority of international and domestic flights at Heathrow, Luton, Gatwick and Stansted. If you anticipate longer — heavy luggage, slow border processing, group travel together — please mention in the booking Notes. We can extend the waiting window where dispatch capacity allows, typically without additional charge for short overruns.

Question 8

What happens if my flight is delayed or arrives earlier than expected?

Accepted Answer

Every booking with a flight number attached is linked into the live airline feed. When the inbound flight slot moves — delay, early arrival, gate change — our dispatch system reschedules the chauffeur arrival to match the new actual landing time, with no action required from you and no extra charge. The 45-minute free waiting window starts from the revised actual landing time, not from the original scheduled time. Bookings made without a flight number rely on the original pickup time only, which is why we always recommend adding the flight reference for any inbound airport booking.

Question 9

What if my flight is cancelled or diverted to a different airport?

Accepted Answer

If your inbound flight is cancelled, please contact us on 01923 88 2424 as soon as you have confirmation — the booking can be held for 24 hours pending your rebooked flight, at no charge. For a diverted flight (landed at a different airport from the one booked), call dispatch immediately on landing. We can usually redirect the chauffeur to the diversion airport if there is reasonable lead time; any additional mileage is confirmed before the redirect is made, not after. Notify us within 60 minutes of landing at the diversion airport to keep the booking active.

Question 10

What should I do if I cannot locate my driver in arrivals?

Accepted Answer

First step: check your driver-allocation email (sent the afternoon before pickup) — it contains the chauffeur's mobile number. Call that number directly; the driver will guide you to the exact meeting point. If you cannot reach the driver, call our 24/7 dispatch line on 01923 88 2424 and quote your six-digit booking reference (shown on the confirmation email). Dispatch can speak to the chauffeur immediately via the in-vehicle system and walk you to each other inside a couple of minutes. The vast majority of "lost driver" calls turn out to be a missed signal between airport Wi-Fi, roaming data and the wrong arrivals door.

Question 11

Which vehicle class should I choose for my passenger and luggage count?

Accepted Answer

Rule of thumb: 1 to 3 passengers with 1 to 2 large cases — Saloon (Toyota Prius, Toyota Corolla or equivalent hybrid). 1 to 4 passengers with 2 to 4 cases or surplus hold luggage — Estate. 5 to 6 passengers with up to 5 cases — 6-Seat MPV. 7 to 8 passengers with up to 8 cases — 8-Seater Transporter minibus. For corporate or VIP arrivals where presentation matters — Executive class (Mercedes E-Class, BMW 5 Series, Audi A6 or equivalent). The booking widget recommends the right class once you enter passengers and luggage; you can manually override if you want a larger or more premium vehicle.

Question 12

Will the exact vehicle shown on your fleet page be the one that turns up?

Accepted Answer

You are guaranteed a vehicle of the class you book — Saloon, Estate, Executive, 6-Seat MPV or 8-Seater Transporter — with at least the seating and luggage capacity advertised. The specific make and model depends on which PHV-licensed chauffeur is rostered for your slot. Our fleet covers Toyota, Ford, Mercedes-Benz, Volkswagen, Skoda and other manufacturers across the five classes; all vehicles meet the same fleet standards (under 5 years old, hire-and-reward insurance, local-authority PHV licensing, GPS-tracked). If only a higher-class vehicle is available for your slot, we upgrade at no extra charge — never downgrade.

Question 13

Can I fit golf clubs, ski equipment, a bike box or a child's pushchair?

Accepted Answer

A typical golf bag takes the boot space of one large suitcase and fits comfortably in the Estate, 6-Seat MPV or 8-Seater alongside passenger luggage. Ski and snowboard bags fit lengthways in the Estate or MPV. A standard collapsible pushchair fits in any class including the Saloon (occupies a single suitcase slot). For oversized items — bike boxes, surfboards over 7ft, double pushchairs, larger sports equipment — please mention in the booking Notes so we assign at least a 6-Seat MPV or 8-Seater. There is no oversized-item surcharge.

Question 14

Are your Executive class cars unmarked and discreet for VIP or corporate arrivals?

Accepted Answer

Yes. Executive class vehicles — Mercedes E-Class, BMW 5 Series, Audi A6 or equivalent premium saloon — carry no taxi roof signs, no door stickers and no rooftop advertising. They are visually indistinguishable from a private executive car. The class is suited to board-level corporate arrivals, embassy and diplomatic transfers, hotel meet-and-greets, weddings and any pickup where the visible branding of a kerbside cab would feel out of place. The chauffeur dresses in business attire, carries a printed name board (or a discreet phone-display name board on request), and assists with luggage as standard.

Question 15

Do you provide child seats and booster seats — and is there a charge?

Accepted Answer

Yes — at no extra charge. We supply rear-facing infant carriers (0 to 12 months, up to 13kg), forward-facing toddler seats (9 months to 4 years, 9 to 18kg) and high-back booster seats (4 to 12 years, 15 to 36kg). Please add the child's age and seat type required in the booking Notes so the chauffeur can fit the correct seat before pickup. The driver assists with installation on the day. For more than one child, list each age and seat type — up to three child seats can be carried in the 6-Seat MPV or 8-Seater Transporter.

Question 16

Can I travel with a pet, an assistance dog or a service animal?

Accepted Answer

Assistance dogs (guide dogs, hearing dogs and registered medical assistance dogs) travel free in any vehicle class — this is required by the UK Equality Act 2010 and we welcome them. Other pets (small dogs, cats in carriers, rabbits in carriers, small caged animals) are accepted at the driver's discretion — please request when booking and mention the type and approximate size of the pet plus whether you have a carrier. For larger or multiple pets, the 6-Seat MPV or 8-Seater Transporter is the most comfortable option because the boot is fully separate from the passenger cabin.

Question 17

Are your vehicles wheelchair-accessible?

Accepted Answer

Folding wheelchairs (manual chairs that collapse for transport) fit in the boot of the Estate, 6-Seat MPV or 8-Seater Transporter alongside other luggage and travel free of charge. For passengers who need to remain seated in a non-folding powered wheelchair throughout the journey, please call 01923 88 2424 to discuss the booking — not every vehicle in our active fleet has a hydraulic-lift floor, so we would source the right vehicle specifically for your booking, typically with two to three days' notice.

Question 18

Can I change the pickup time, date, address or vehicle class after booking?

Accepted Answer

Yes. Booking changes — pickup time, date, pickup or drop-off address, or upgrade to a larger vehicle class — are accepted free of charge up to 12 hours before the original pickup time. Reply to your confirmation email or call 01923 88 2424 with the change request and the six-digit booking reference. Inside the 12-hour window, changes are accepted subject to chauffeur availability and are typically still free; a change that significantly increases mileage or upgrades the vehicle class may have a small fare adjustment, which we confirm by email or phone before the change is locked in.

Question 19

Can I add a stop along the route — a hotel pickup, dropping a colleague?

Accepted Answer

Yes. Add via stops at booking stage in the "Additional stops" field — short detours within 5 miles of the direct route are typically free, longer detours have a small mileage adjustment shown on the quote before you confirm. Common via patterns: a hotel pickup before the airport, dropping off a colleague en route, collecting luggage from a second address. For multi-leg corporate bookings (airport → office → hotel, or hotel → meeting → airport), please call so we can quote the full route accurately and assign the right vehicle class for the total distance.

Question 20

What is your cancellation and refund policy?

Accepted Answer

Full refund — no fee, no admin charge — if you cancel more than 24 hours before the scheduled pickup time. The full booking amount is returned to the original card within 3 to 5 working days via Stripe. Cancellations made between 24 and 2 hours from pickup are reviewed case-by-case and usually refunded in full unless the chauffeur has already been allocated and is travelling. Cancellations under 2 hours from pickup, or no-show at pickup, are charged at full fare because the chauffeur is already en route. Flight-cancellation rebookings caused by your inbound airline are handled under the flight FAQ above, not as customer cancellations.

Question 21

What licensing, insurance and driver-vetting standards do you meet?

Accepted Answer

Every vehicle in active service is licensed by the local authority for hire-and-reward (private hire) use, carries full commercial hire-and-reward motor insurance (not a domestic policy or class-1 business extension), is under 5 years old, and is MOT-current with regular service-interval inspections. Every chauffeur holds a current Private Hire Driver Licence, has passed an enhanced Disclosure and Barring Service (DBS) check, and meets the licensing authority's route-knowledge and English-language requirements. Vehicle licence discs are visible on every car, and chauffeur ID badges are produced on request at pickup.

Question 22

What happens if I leave a personal item in the vehicle after the journey?

Accepted Answer

Call 01923 88 2424 as soon as you realise — we radio the chauffeur immediately via the in-vehicle system. If the vehicle is still nearby, the driver can usually return to the drop-off point within minutes. If the vehicle has moved on, lost property is logged and held at our Cardinal Point office in Rickmansworth (WD3 1RE) for 30 days. We can arrange courier return at cost, or hold the item for collection by appointment. For valuables (passports, laptops, wallets, jewellery) we recommend a phone call rather than email — direct radio contact to the driver is by far the fastest recovery route.

Airport Transfer FAQs Booking · Pickup · Fleet · Waiting Time · Cancellations

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