FAQ

Q. What is the 100% Customer Satisfaction – Money Back Guarantee?

A. If you book a taxi with us and you’re not completely satisfied with the service we will provide you with a refund. Money back guarantee applies to none cash bookings only. Complaints must be made within 7 days of the journey taking place. We reserve the right to modify or terminate this guarantee at any time. The company shall not have any liability under the guarantee if it suspects any fraud and/or wilful concealment in relation to the guarantee.

Q. Will I receive confirmation of my journey?

A. When booking online you will receive two separate emails. The first email confirms we have successfully received your payment and we are in the process of confirming your journey with our fleet. A second email will be sent to you confirming your driver has been allocated and your all booked in. If, in the unlikely situation we are unable to cover your journey, we will automatically refund your booking giving you plenty of time to make alternative arrangements.

Q. How do I pay?

A. You can pay by credit/debit card or by cash to the driver on the day. We accept all major cards including American Express as payment.

Q. Are there any time restrictions?

A. No, we operate 365 days a year, 7 days a week, 24 hours a day.

Q. Do you provide a receipt?

A. We will email you a receipt with a booking reference and contact number by email.

Q. Is the payment secure?

A. Yes, this payment is 100% secure and we do not store your card details on our system.

Q. Are there any surcharges?

A. We pass on the credit card fees at the rate we are charged. We only do this to help keep our prices low for customers paying by debit card and cash.

Q. Why is the price I’ve been quoted more than advertised on the website?

A. The fares advertised are our typical fares for our standard vehicle, however fares can sometimes be higher depending on the time of day and day of the week. Fares can also be higher on bank holidays and at other busy periods.

Q. Do you operate a fixed price policy?

A. Price quoted online is the price you pay.

Q. What is your cancellation policy?

A. You can cancel a booking right up until the point your driver is dispatched. You may be charged if you driver is on his way. You will still be charged if you fail to meet the driver at the pick-up point without cancelling.

Q. Can I book a vehicle with a child seat?

A. Should you require a car seat please provide details in the child seat request box when making your booking and we will endeavour to meet your requirements.

Q. Do I need to have an account with you to book a taxi?

A. No, you can book a taxi without an account however creating an account provides an easy way to manage all of your taxi bookings in one place.

Q. What are the benefits of a business account?

A. There are a number of additional benefits to creating a business account including:

Book a taxi with any one of the leading executive taxi service across the UK and EU from one website.

  • Full audit trail of all bookings.
  • Entire booking history is held online.
  • Easy online payment.
  • Your own account manager
  • There is no charge for setting up a business account.

Q. Where do I meet my driver when I land at the airport?

A. Your driver will be waiting you in arrivals holding a ‘meet & greet’ board with your name clearly written on it. Ensure you provided a working mobile number and your phone is switched on. We will try and contact you if we have any difficulty finding you. Please take a note of our phone number this is sent in your booking confirmation email so you can ring us should you need to.

Q. When do I need to be at the airport by?

A. We advise you get to the airport as early as possible. You should always allow 30 minutes to get through security.
Long-haul and El Al: three hours before scheduled departure
European flights: two hours before scheduled departure
UK and Ireland flights: 90 minutes before scheduled departure

Q. How much time do I need to leave from my flight landing to booking a taxi?

A. This time can vary quiet a lot depending on airport and time of day. We recommend you book for 30 to 45 mins after you land but that you also give us your flight number. Our experienced drivers will know roughly how long you need to come out of the terminal

Q. Do you need to know the flight number or terminal building?

A. It’s best you give us the flight number or airline name, from this we can work the rest out. Don’t worry if you don’t know the terminal number.

Q. Am I charged if my flight is delayed?

A. No, we do not charge you any extra if your flight is delayed. We always check your arrival time before we dispatch your driver.

Q. Is the price per person?

A. No, the price you see is the total price.

Q. How do I know the service is reliable?

A. To date we have provided ground transport services for over 100,000 happy customers

Q. What is Airport Cars?

A. Airport Cars is the UK’s premier provider of online taxi services working with over 400 taxi providers to offer reliable and competitively priced travel services throughout the UK.

Q. Are your drivers licensed?

A. Yes, it is required by UK Law that all taxi companies are licensed by the Public Carriage Office or Transport for London.

Q. How long will the driver wait for me?

A. Your ride includes 15 minutes’ waiting time for standard pickups and 45 minutes for airport pickups (unless otherwise stated). Even if your driver has arrived early, your included waiting time starts from the time you booked your ride.

Q. What is included in an hourly booking?

A. A specific number of miles are included for each hour of an hourly booking. The number of miles is shown alongside the price for the booking. For an additional cost, and at the discretion of the driver, it is possible to extend the number of hours or miles.

Q. What are ‘one-way’, ‘return’ and ‘hourly’ bookings?

A. A one-way booking is a single journey from A to B, such as from the airport to your hotel. The price is based on the number of miles driven. A return booking is a two way journey from A to B and back again, such as from the airport to your hotel and then back from the hotel to the airport a few days later. An hourly booking is a booking for a period of time during which you can direct your driver. The price is based on the number of hours the car is hired for and includes a specific number of miles per hour.

Q. How much waiting time do I get with additional pickup and drop offs?

A. Each via allows five minutes of waiting time per pick up, the driver may charge extra if this is exceeded. Costs are at the discretion of drivers. If you require additional waiting time this should be agreed with the transport company prior to the booking taking place.