Frequently Asked Questions
Q: Can I cancel my booking?
A: Yes - please refer to our terms and conditions.
Q: Can I book for more than 8 passengers?
A: Yes it is possible for us to cater for larger groups of more than 8 passengers. Please call us to enquire for prices and bookings.
Q: How early do I need to book my taxi?
A: We recommend you book your taxi a miniumum of 4 hours in advance. In many cases we are able to provide vehicles on much shorter notice so please call us and check availability.
Q: Are your prices per vehicle or per person?
A: All prices are per vehicle.
Q: Are there any hidden charges?
A: No. The price you see is the price you pay. Credit card surcharges, if any, are shown upfront before you book online.
Q: Are you a licenced company?
A: Yes Airport Transfer Cars are licensed and regulated by the Public Carriage Office (PCO).
Q: What types of vehicles do you use?
A: We have a range of vehicles ranging from Saloons, Estates, MPV's and MPV+ vehicles which can cater for upto 8 passengers.
Q: How long have you been in business?
A: Our management team have been in the passenger logistics and transportation business for over 10 years.
Q: What airports do you cover?
A: We cover the 5 major London Airport which includes London Heathrow, London Gatwick, London Stansted, London Luton and London City Airport. We also cover Southampton and Dover airports.
Q: Can I pay in cash?
A: Yes, please pay the driver in Pounds Sterling (£) at the end of the journey.
Q: Can I pay by credit or debit card?
A: Yes. You can use your credit or debit card to pay regardless or whether or not you have a paypal account.
Q: What type of service do you provide?
A: Tell us where and when you want to go, and we will get you there. We have many different types of vehicle and they are all provided with polite and helpful licensed PCO drivers.
Q: How easy is it to book a car with you?
A: Very! All you do is telling us: How many passengers and luggage you have. It's done!!! It’s as easy as one, two, and three!!!
Q: How long have you been providing a private transfer service?
A: Our management team between them has over 20 years of experience in passenger logistics. Our aim to provide a service that is second to none. Our drivers are license and approved by Transport for London (PCO).
Q: What area do you cover?
A: We can provide service in most parts of the UK, but if for any reason we can't we probably know someone who can. Our aim is to enhance the service that we provide, so be rest assured we will go that extra mile to provide you with as much as we can.
Q: What if my flight is delayed? Will I be charged extra?
A: We monitor flight arrivals before any drivers are dispatched, as a result we do NOT charge you any extra if your flight is delayed.
Q: Where do I meet my driver when I land at the airport?
A: The Meeting Point is detailed in the booking process and is also stated in the email confirmation. Generally it is "The Information Desk" at Heathrow Airport or in "The Arrivals Hall" at all other airports or ports.
Q: What if I cannot locate my driver?
A: Call our 24hr support. Quoting your transfer order reference number or your name and our experienced staff will be able to assist.
Q: Do you operate a fixed price policy?
A: Majority (98%) of our customers do not pay more than the quoted price, in that sense yes we operate a fixed price policy. Credit or debit card payments incur a processing fee.
Q: Are your prices per car or per person?
A: We do NOT provide a shared service. Our vehicles are sole use vehicles, our prices are per vehicle. Please see Vehicle capacity for further details.
Q: Do I have to book online. I would like to speak to someone?
A: Our online booking process is clear and easy to understand. But if you prefer to speak to one of our agents you can make a booking on the phone via our reservations line number. Lines are open 24 hours a day.
Q: Will you meet us at any time of day?
A: Yes we provide a 24hour service. We will meet you at any time of day and there is no extra charge for unsocial hours. The only time we levy an extra charge is at the Christmas period normally - Christmas Eve, Christmas Day, Boxing Day, New Years Eve and New Years Day.
Q: What if the flight is delayed or early?
A: We work on the basis of scheduled arrival times, we do monitor all flights, and there are no additional charges if your flight is delayed.
Q: Do I need to pay in advance?
A: No you do not need to pay in advance. You can elect to pay on arrival.
Q: Can I cancel my booking?
A: Yes, you can cancel a booking. Please contact our 24/7 Helpdesk.
Q: What happens if my flight is cancelled?
A: Contact us as soon as possible. We will have monitored the flight and as a result we will not have dispatch a driver. Your transfer order will be placed on HOLD for 24 hours, during which you can rebook your transfer at no extra cost.
Q: What if I miss my flight?
A: Contact us as soon as possible. We will have monitored the flight as results we will have dispatch a driver. If you fail to inform us and the driver is dispatched our terms and conditions will apply upon which you will incur a full "No Show" charge. If however you inform us prior to the dispatch of the driver we will place your transfer order on HOLD for 24 hours during which you are able to re-book at no extra charge.
Q: What happens if my flight is diverted to another airport?
A: Contact us as soon as possible. We will not dispatch the driver to the other airport until you or the passenger has authorized us to do so. Additional mileage charges may be levied.
Q. My Pickup/Destination Point is not included in your system, how can I make a booking?
A: Please contact us
Q. Is VAT included in the fare?
A: There is no VAT on this type of transfer
Q. How long will the chauffeur wait for us to clear customs?
A: The chauffeur will normally wait 80 minutes for you before he makes any enquiries. He will check with the information desk and page your name and wait another 10 minutes for you before he leaves the terminal. We strongly recommend that you call us, if you think it will take more than one hour to leave customs, so we can tell the chauffeur to wait for you.
Q. How long does the journey take from the airport to London City?
A: It takes 35-60 minutes from Heathrow and 55-75 minutes from Gatwick to London City, depending on the time of the day and traffic conditions.