Frequently Asked Questions

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FAQs-Help and Support

Get all the information you need to plan your private transfer down to the last detail.

Take a look at the most frequently asked questions our clients have on a daily basis to get a better idea of the service that you will receive when you book a private transfer.

If you still need advice from one of our operators, you can call us at +44 (0) 1582 23 53 68or email us at Contact@airporttaxis-transfers.co.uk or speak to one of our specialists directly on our website using the chat feature.

Or Select the most relevant question to get more precise results:

We at Airport Taxis and Transfers value the importance of Air Travel. We appreciate the importance of your business trip and your family holiday. We appreciate the importance of providing the right service with the right vehicle at the right time.

 

Established over 10 years ago, we take pride in providing Airport transfers across all the Airports in the UK. Unlike other companies in the market, we only specialize in Airport Transfers and long-distance transfers. All our cars and drivers are airport specialists.

 

You may be able to find and reserve cheaper prices and fares from other companies and App based companies, however, they do not guarantee that you will be picked up and therefore can lead to disappointment at the last minute when the driver does not arrive. Most of the drivers of other companies also do local trips and could be stranded in traffic which could lead to late arrival or not turning up at all.

 

We at Airport Taxis and Transfers guarantee the driver. None of our drivers do local trips or short journeys. We are a dedicated Airport Transfers and Long distance transfers company. Once we receive your booking, our team gets on with the task of allocating the right vehicle and driver for your reservation.

All airport pickups are included with the flight tracking feature. If your flight is delayed or earlier than expected, we will monitor it and adjust your pickup time. This means that you give us the flight number and landing times. Our driver will arrive at the pickup location after 30 minutes*. Actual landing time + 30 minutes* = pickup. 30 minutes* is the minimum time frame we recommend after landing. You can adjust the timeframe to suit your needs.

 

We will monitor your flight, and you have 30 minutes of free waiting time with us.

 

We do our best to keep track of every flight, but sometimes we have to rely on information provided online by the airline/airport website. We can use your updates in some situations. Please let us know if you have any problems with your flight. You can provide updates by calling us at+44 (0) 1582 23 53 68, emailing us at Contact@airport-taxitransfer.com, or by speaking to one of our operators directly on our website using the chat feature.

Cancellation of your booking can be done at any time. We understand that changes to your itinerary may occur at the last minute. We appreciate you letting us know if you need to cancel your booking as soon as possible to avoid any situations where a driver is already on the way to the pickup location. In order to cancel, you can call us at +44 (0) 1582 23 53 68, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature.

 

We will need your booking number, and some other details along with the reason for cancellation in order to cancel.

 

We are proud to say that, despite the many tactics our competitors use to cancel bookings, we believe we are easy-going and will refund all customers for the entire journey (where applicable). We will reimburse your entire journey if you notify us 24 hours in advance. Refunds for pre-paid bookings are processed within 5 working days of cancellation.

 

Cancellation fees will apply to bookings canceled less than 24 hours before the scheduled pick-up time. This fee is dependent on when we were informed.

  • 30 percent of the total journey price between 24 and 4 hours prior to pick-up
  • From 4 hours to the pickup time = 50% of the total journey price
  • Once the journey has begun (driver on-the-way), 100% of the journey price

All bookings online and over the phone are Economy Private Transfer also known as ‘Standard service.

 

In this service, your driver will be waiting outside the airport and will meet you at the pickup point once you are ready and contact is established. All airports in the UK have a Pickup point and there are signs displayed for a Pickup point on all airports. The pickup point is usually a 3-5 minutes walk from the Arrivals Hall.

For Airport pickups your driver will be waiting nearby the airport in the appropriate waiting area the driver finds. Once contact is established with the driver the driver will proceed to the pickup point. Most airports have designated pickup points and signs posted at all airports.

 

We highly recommend that once you have landed, please turn your phone on and let the driver know and estimated time it could take you before you are ready to be collected.

 

You will receive a text message from the driver with his Name, mobile number, Car Make, Model, and Registration Plate. In most cases you will receive this information via email, please make sure you check your spam folder.

 

For passengers with International phone numbers, we recommend checking your WhatsApp as in cases of your international phone number not working in the UK, the driver will have no other alternative but to contact you via WhatsApp.

 

You should contact your driver immediately if you have any difficulties finding your driver. If you are unable to locate your driver, you can call us at 015 82 23 53 68, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature for further assistance.

 

We would like to clarify that all online bookings are standard bookings and they do not cover ‘Meet and Greet Service’ which means the driver will not come inside the Arrivals Hall. For Meet and Greet Service please call the office or email us with your requirements.

After collecting your luggage, please contact your driver and establish his location. Following locations are guidelines in most cases, however, if your driver advises otherwise, please follow his instructions.

 

London Heathrow Airport

  • Terminal 2 – Level 4, Row H (Short Stay Car Park 2)
  • Terminal 3 – Level 3, Row A (Short Stay Car Park 3)
  • Terminal 4 – Level 1, Private Hire Pickup
  • Terminal 5 – Level 1, Row R (Short Stay Car Park 5)

 

London Gatwick Airport

  • At the North Terminal, Car Park 6, Level 5, Express Pick-Up area by the lifts
  • At the South Terminal, Orange Car Park, Level 0, Express Pick-Up area

 

London Stansted Airport

  • Short Stay Car Park

 

London Luton Airport

  • Pick Up point located on the ground floor of Car Park -2

 

London City Airport

  • Short Stay Car Park

Meet and Greet service is a chauffeur class service. In this service, the driver will be waiting in the Arrivals Hall with your name board.

 

This service is much higher in price and is available upon request. If you require this service please call us at +44 (0) 1582 23 53 68 or email us at contact@airport-taxitransfer.com

We offer a wide range of vehicles that you can book through Airport Taxis and Transfers.

  • For Standard Range we offer – Toyota Prius, VW Passat, Citroen C4, Vauxhall Insignia, Ford Mondeo , Skoda Superb or similar
  • For Business/Executive Range we offer – Mercedes Benz, BMW 5 Series, Audi A6 or Similar
  • For MPV we offer- VW Sharan, Ford Galaxy , Citroen Picasso, Toyota Prius+ or similar
  • For MPV+ we offer – Mercedes Vito, Peugeot People Carrier, Renault Master , Vauxhall Vivaro, Hyundai i8, Mercedes Viano, VW Transporter

We do not make any promises on the type of vehicle that will be undertaking your transfer. Special requests can be made at the time of booking but we can never guarantee a specific make/model will be undertaking your transfer (exceptions can occur for the executive service). Over 95% of the vehicles within our fleet are 2012 or newer; all well maintained, in excellent working condition and clean. So far we have a proven track record of offering reliable and clean vehicles for all our transfers.

 

If you need any assistance with our vehicle range, you can call us at +44 (0) 1582 23 53 68, email us at contact@airporttaxis-transfers.co.uk or speak to one of our operators directly on our website using the chat feature.

 

Important: When selecting the type of vehicle, please ensure that you check the capacity of luggage and passengers to match your requirements.

We recommend different sizes of vehicles depending on how many passengers and baggage you have. It can be tricky to transport more complicated luggage. We have listed below the most frequently requested items from our clients.

    • Saloon Car can carry 3-4 people, 1 checked baggage 2 pieces of hand luggage. For larger luggage, we recommend an Estate Car.
    • Executive Car can accommodate 3-4 passengers, 1 suit cases and 2 pieces of hand luggage, and 1 piece of checked* baggage (*small or large size; for larger luggage we recommend an Executive MPV Car).
    • An Estate Car can accommodate 4 people, 2 hand luggage and 4 checked* items.
    • MPV Car can accommodate 5 passengers and 2 hand luggage, 4 checked* baggage or 5 (*small or large size; for larger luggage, we recommend an MPV+ car).
    • This MPV+ Minivan Car/Minivan can accommodate 8 passengers, 8 hand luggage, and 8 checked bags.

 

We can provide 2 or more vehicles for groups of 9 or more passengers, or we can give you a quote to hire a coach from our partners.

Online payment via our website, or via a secured link sent by text message, allows you to pay for your trip by debit or credit card. The website makes payments at the time you make your reservation. However, the payment link option allows you to pay at a later stage ( ) but must be paid before the journey begins. Due to the recent rise in fake reservations and “no-shows”, this enforcement is in place.

Once payment is completed online, a digital receipt is generated with the booking emailed to you at the email address provided at the time of booking. For bookings over the phone and payments made via a secure link, a receipt can be requested from contact@airport-taxitransfer.com

You can make a booking for your transfer at any time you like. However, it is best to do so at least 24 hours before your pick-up. We may not be able to honor your short notice request due to insufficient driver availability or if we are fully booked. These requests can also be subject to additional charges. This applies to requests made within 4 hours of the requested pick-up time. If we cannot find a driver in an emergency, we can cancel your booking. This applies to online bookings.

 

Further, all short notice bookings which are less than 4 hours notice are much higher priced as compared to pre-booked journeys online.

 

If you need assistance with the planning of your transfer, you can call us at +44 (0) 1582 23 53 68, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature for further assistance.

On rare occasions, we do accept card payments in the vehicle. However, payment must be received before the journey commences. In such cases you will be sent a secured link via text message to make payment, this is to protect your sensitive information, however, must be received before the journey commences.

Once a driver is dispatched, email and will be sent to you confirming driver the has been dispatched followed by 2nd email once the driver has arrived.

 

We strongly recommend downloading and registering on our App from Apple and Play Store. Please download the app ‘Airport Taxis and Transfers’ and sign in to track the driver.

With our Airport taxi specialist app you can

  • Sign up and create an Account
  • Make Booking
  • Cancel or Amend Booking
  • Download Receipts
  • Notifications of Driver details
  • Track driver Enroute
  • Register payment card
  • Receive discount codes
  •  

 

Please search for ‘Airport Taxis and Transfers’ on Apple Store and Play Store.

In case you are experiencing prolonged delays, we recommend you contact your driver to inform him of any problems. Alternatively, you can provide updates by calling us at +44 (0) 1582 235368, emailing us at contact@airport-taxitransfer.com, or by speaking to one of our operators directly on our website using the chat feature.

 

The 30 mins free parking and waiting time we include after your scheduled pick-up time usually covers for these type of incidents, but should the waiting time go over the free waiting period we offer, additional costs will be applied (waiting time at £0.25/minute + parking ticket cost).

 

If we are unable to make contact with you by email or telephone within 45 mins after the scheduled pick-up time, your reservation is subject to cancellation as per our T&C’s, for a “no show” incident.

If you believe you have lost something in one our driver’s vehicles please get in touch with us immediately. Even though we tell our drivers to inspect the vehicle after every journey, it is possible for misplaced items to be forgotten once passengers have boarded the vehicle.

 

If you need any assistance with a lost item, you can call us at+44 (0) 1582 235368, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature for further assistance.

 

To complete a Lost & Found form, we will need your booking ID as well as your name.

 

We will notify you if we find any items that are lost or damaged. All courier charges must be paid before the package is sent.

In rare occasions cash bookings are possible, this is usually if the passenger is having issues paying online.

 

Due to the recent rise in fake reservations and “no-shows” the operator reserves the right to refuse cash bookings and in such situation will ask for payment via website or via secured link by text message. If that happens to be the case and payment link is sent the booking will only be confirmed once payment has been received.

Our website pricing system is based on taking various factors into account. These factors are the distance of the journey, type of vehicle, estimated duration of the journey, and time of journey. Therefore you may see the different prices for the same journey at different time

Additional charges may apply for situations…

  • You will go over the 15-minute waiting time that is included in regular pick-ups, and 15 minutes for the airport and port pickups plus additional parking charges
  • You can modify the original journey request ( ) or add a stop along the route or diversion.
  • You arrive with more passengers/luggage than the requested journey.
  • Upgrade your vehicle or request extra waiting time
  •  

Wheelchair accessible vehicle can be provided subject to request and availability.

 

You can call us at+44 (0) 1582 235368, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature.

Please note that child seats are not required in taxis & Private Vehicles. You can bring your own car seat but it cannot be kept with the driver. If you want us to provide a child seat please specify your requirement at the time of booking and subject to availability we can provide a child seat, however, if we are unable to provide one, we will let you know in advance.

As our service includes only 30 mins of free waiting and parking time, we advise those seeking to get a private transfer from any London or UK airport, to use the following time frames, to avoid as much as possible any extra charges occurred from any delays further to our free waiting time…

  • Domestic Flights – at least 15mins after landing (if only hand luggage, or 30mins with checked luggage)
  • European Flights – at least 30mins after landing (if only hand luggage, or 45mins with checked luggage);
  • International Flights – at least 45mins after landing (if only hand luggage, or 1 hour with checked luggage)
  •  

 

We do try as much as possible to avoid extra charges, but where delays of over 30 mins after the scheduled pickup time occur, you will be subject to an extra charge (please see T&C’s for more details).

Traffic can be a real nightmare and you should always allow plenty of time for the journey. Saying this, we have some examples below of how much time you should allow for the transfer (this takes into consideration possible traffic delays, although we can’t predict the worst-case scenario) when choosing to use a private transfer service with us.

Traffic delays can occur:

  • between 05:30 AM – 09:30 AM (duration of transfer can take up to 50% longer than what is shown on Google Maps);
  • between 09:30 AM – 16:00 PM (duration of transfer can take up to 25% longer than what is shown on Google Maps);
  • between 16:00 PM – 20:00 PM (duration of transfer can take up to 50% longer than what is shown on Google Maps);
  • between 20:00 PM – 05:30 AM (duration of transfer usually matches that shown on Google Maps, but you must always take in consideration possible events on that day, road works, weekends etc.).
  •  

The quoted price does not include tips. If you are satisfied with the service, tips can be offered.

Our executive package includes Wi-Fi and internet access as a complimentary service. Access to WIFI is available during regular transfers subject to availability. Please ask your driver during journey or specify your requirement at the time of booking.

Eating and drinking in the car is not permitted, however, If you need to eat or drink in the car it will at the discretion of the driver.

If you have any concerns, you can call us at+44 (0) 1582 235368, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature.

You have two options: book 2 separate journeys online or both (The return journey must be the same as the first, but we recommend booking 2 separate trips to reflect the differing itineraries. Alternatively, you can call us at+44 (0) 1582 235368, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature.

Our office hours (customer service) are between 9:00 -23:00hrs(London GMT Time) but we are technically open 7 days a week, 24 hours a day. Transfers can be made at any hour of the day or night. You will receive a number for emergency support and the driver’s telephone number. You can call us at+44 (0) 1582 235368, email us at Contact@airport-taxitransfer.com or speak to one of our operators directly on our website using the chat feature.