Questions, answered

How do I book, and how far ahead?

Book online with your journey, date, time and passengers, and you see a fixed price before you confirm. Nothing is booked until you do. A few days ahead is ideal, and earlier around school holidays, Christmas and bank holiday weekends, when larger vehicles are in demand.

Short-notice bookings are often possible. If you need a car within the next few hours, get in touch and we will tell you straight away whether we can help.

How is the price worked out?

The price depends on the distance, the time of day, the vehicle and any extras such as a child seat. It includes the costs that tend to catch people out: airport drop-off charges, the Central London Congestion Charge when your route passes through the zone during charging hours, and fuel.

The price you accept is the price you pay. It changes only if you change the booking: a new pickup address, an extra stop, a bigger car, or a long wait that you ask the chauffeur to make. We will always confirm any change before it applies.

What happens if my flight is delayed or early?

Nothing, from your side. Give us your flight number and the chauffeur follows the flight on the day, so an early landing or a delay simply moves the pickup. You do not need to call or rebook.

If your flight is cancelled or diverted to another airport, contact us as soon as you know. We will rearrange the pickup for the new flight or send a car to the airport where you have landed.

Where will I meet my chauffeur?

For arrivals, your chauffeur waits in the arrivals hall of your terminal, holding a board with your name, just beyond the doors you walk through after customs. At some smaller airports and business aviation terminals, the chauffeur meets you at the terminal exit instead; your confirmation tells you which.

For departures, the chauffeur collects you from the address you gave us at the agreed time and messages you when they arrive, so you are not waiting outside with your cases.

How much luggage can I bring?

Each vehicle has a planned limit: two large cases and two cabin bags for the E-Class and the S-Class, and six of each for the V-Class. If you are close to a limit, or carrying skis, golf clubs, a pushchair or a musical instrument, choose the next size up or tell us in the notes.

Overfilling a car is the most common reason a pickup goes badly, and it is easy to prevent at booking.

Can children travel with you?

Yes. Add a child seat when you book and give each child’s age, so the chauffeur brings the right seat: rear-facing for babies, forward-facing for toddlers and a booster for older children. UK law requires children to use an appropriate child restraint until they are 12 years old or 135 centimetres tall, whichever comes first, with some exceptions in licensed private hire vehicles; we fit the correct seat regardless.

What if I need to cancel?

Reply to your booking confirmation or use the contact page as soon as your plans change. The cancellation terms that apply to your booking are set out in your confirmation and in our terms. The earlier you tell us, the easier it is for everyone.

What do the airport charges mean for me?

London airports charge vehicles to use their terminal forecourts, and some also limit how long a car can stay. At Heathrow, for example, every vehicle entering a terminal drop-off zone pays £7 and can stay for a maximum of 10 minutes. Collecting a passenger means paying for time in a terminal car park.

When you travel with us, these costs are part of the fixed price. You do not need to pay anything at the airport, register a number plate or remember a payment deadline. If a friend or relative is dropping you off instead, it is worth checking the airport’s current rules before you travel.

How do I find my chauffeur if the terminal is busy?

Arrivals halls can be crowded, especially early in the morning when several long-haul flights land together. Your chauffeur will stand near the front of the waiting area with a clear name board, and your confirmation includes a way to contact the people handling your journey.

If you cannot see the chauffeur straight away, stay in the arrivals hall rather than walking out to the road. Send a message saying where you are, such as the café or the exit you are standing by, and the chauffeur will come to you. Leaving the terminal to look for the car is the most common reason a meeting goes wrong.