FAQ

Airport & Port Transfers

+ Where will my driver meet me at the airport?

Your driver will meet you at the arrival’s hall with a London Minicab Service name board at all UK airports.

You will receive exact instructions of the meeting point with a photo of both the meeting point and driver the day prior to your arrival. This can be requested earlier if you wish.

For International airports, your driver will always meet you at arrivals unless otherwise stated.

+ How long after landing should I request a driver to meet and greet us?

This varies depending on how many passengers are travelling? Are any children or elderly?

Are you travelling with a passport which can be used at the e-gates?

We would be happy to advise you accordingly when making your booking.

However, in general we advise meeting & greeting 40 minutes after landing for British, European Union (EU), European Economic Area (EEA), Swiss, American, Australia, Canada, Japan, New Zealand, Singapore, South Korea nationals.

All other passports holders we advise one hour after landing.

+ What countries can use e-gates?

• UK
• EEA (European Economic Area)
• Australia
• Canada
• Japan
• Singapore
• South Korea
• Switzerland
• USA

Being able to use e-gate at passport / immigration control helps to speed up your progress through the airport.

+ Do we monitor and track flights?

Yes we monitor all flights and track the official arriving time on the day.

We will adjust your meeting time accordingly.

For example:

• Booking Request (time of booking)
  • Official Arrival Time: 19:00
  • Meeting time (after landing): 19:30
• Day of Travel
  • Official Arrival Time: 18:50
  • Meeting Time: 19:20

As illustrated we will adjust the meeting time accordingly on the day.

+ Are we charged waiting time if our flight is delayed?

No, flight delays are not subject to extra charges as long as you are still travelling on the same flight number.

We will monitor, track and adjust your meeting time according to your official arrival time on the day.

+ What should I do if my flight is late landing?

If you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the pickup time in case of any delays.

We would appreciate any updates you can provide via e-mail.

+ My flight has been cancelled, what should I do?

If your flight is cancelled please e-mail our booking team on info@londonminicabservice.com or call our management team directly (number will be provided the day prior to your arrival).

Airlines will not give information to us regarding your travel plans. This is totally your responsibility to inform us.

If you have been switched to another flight you must notify us immediately of the new flights details and arrival time.

Failure to do so, may result you being fully charged for the original booking / transfer.

Your original booking will be considered a "NO SHOW". In the event your flight has been cancelled and you have provided us with notification of the cancellation we will provide you with a full refund within 3–5 working days of such information being verified.

+ How much luggage can I take in a car with me?

This is all dependnt on the size of the vehicle and how many passengers are travelling.

Please request further clarity directly with the booking team.

+ Why do you need the flight number when picking up from airports?

If you provide us with your flight number at the time of booking then this allows for us to monitor the relevant flight and alter the collection time accordingly to ensure that we meet you at the agreed meeting time.

+ Do you charge waiting time at airports?

Within your booking quote we include 30 minutes waiting time after the agreed meeting time.

After this period waiting time is charged at £6 per 15 minutes thereafter. Please note, the difference in car park fees will also be charged.

+ Why do I have to pay a meet and greet fee at the airport?

The meet and greet fee will be incorporated into your quote.

This fee covers 30 minutes car park fee and waiting time after the agreed meeting time at the airport.

GENERAL

+ What is your cancellation policy?

We require a minimum of 24 hours notice of your scheduled collection time if you wish to cancel your booking and receive a full refund. In the event a cancellation is made within 24 hours of your scheduled collection time management will consider your request and if any form of reimbursement is due. We reserve the right to charge the full balance if less than 24 hours notice is provided (not including flight cancellations).

Tours & Transfers Cancellation Policy - operated without a private guide

Cancellation or exchange requests made with less than 48 hours notice before the confirmed tour or event date are subject to a fee of 100% of the total cost of the booking.

Tours & Transfers Cancellation Policy operated with a private guide

Our associated tour partners & guides all offer different cancellation policies. Please make a direct enquiry with us or the associated partner if you have booked directly with them.

+ How can I cancel a booking?

Please call our booking team directly to cancel any bookings within 24 hours of your scheduled booking time (contact numbers will be provided prior to your transfer). Any other bookings can be cancelled by emailing info@londonminicabservice.com

+ How do I amend a booking?

Please email us at info@londonminincabservice.com

+ When will I receive my driver’s details?

You will receive your driver details the day prior to your transfer. This can be requested earlier if you wish and we will do our utmost to fulfil your request.

+ How do I get a quote and make a booking?

We provide a pre-booked service only with a minimum of 24 hours notice of the scheduled collection time required. Please use our quote request form to submit a quote request: https://bit.ly/34Dtc6P You will receive a reply within 24 hours. Alternatively, please email us at info@londonminicabservice.com

+ When is payment due?

A full payment is required 24 hours prior to your arrival via Debit / Credit Card. Failure to make a payment within 24 hours of your scheduled arrival time may result in your transfer being cancelled.

+ Do you accept cash payments?

All our drivers work on a prepaid / account basis only.

+ What payment methods do you accept?

Private Clients: credit/debit card including American Express. All our drivers work on a prepaid / account basis only. We do not accept cash as a form of payment. Corporate Clients: We accept bookings paid for via: Invoice, cash or credit/debit card including American Express

+ Do our quoted rates include gratuity?

No, all our rates are exclusive of any gratuity. It is totally at your discretion if you wish to give any form of gratuity directly to the driver on the day. In cases where they have been polite, helpful and offered a pleasant drive a 10% tip would be standard

+ Do our quoted rates include all taxes, VAT and any necessary toll charges?

Yes, all our quotes are inclusive of all admin, VAT and toll charges (London Congestion Charge and ULEZ). The only possibility for any additional charges on the day would be for a change of route, number of passengers or luggage, additional waiting time required or a soiling charge.

BOOKINGS

+ What shall I do if my driver is late?

We provide our drivers with a vast amount of time to reach their collection point in time without any issues. In the unfortunate event a road traffic incident or any other form of incident occurs out of our control we will immediately inform the lead passenger of the situation along with regular updates.

+ I have lost something in one of your cars. How do I get it back?

Please email info@londonminicabservice.com with your booking number or journey information, and we will reply as soon as we can.

+ What is our ‘No Show Policy?

Airport / Port Transfers

Our drivers will wait a total of 1 hour 30 minutes after the requested meeting time you have requested (adjusted accordingly to the official landing time). The transfer will be completed as a ‘No Show’ if you fail to inform us of your delay and update us of your situation at the airport. We will attempt to contact you via all means possible prior to classing your transfer as a ‘No Show’ We understand delays can occur due to loss luggage or immigration lines being busy. However, It is the responsibility of the lead passenger to contact our booking team via email info@londonminicabservice.com or call our management team directly (number will be provided the day prior to your arrival) updating us of your situation. Additional waiting time will be charged accordingly.

Non Airport / Port Transfers

Our drivers will wait a total of 20 minutes after the requested meeting time you have requested before the transfer is classed as a ‘No Show’ All ‘No Shows’ will be charged at the full quoted rate plus waiting time. Under no circumstances will a refund be provided.

+ What is your waiting time policy?

Airport Transfers For airport journeys, our drivers will wait a total of 1 hour 30 minutes after the requested meeting time you have requested. The transfer will be completed as a ‘No Show’ if you fail to inform us of your delay and update us of your situation. We will attempt to contact you via all means possible prior to classing your transfer as a ‘No Show’ We understand delays can occur due to loss luggage or immigration lines being busy. However, It is the responsibility of the lead passenger to contact our booking team via email info@londonminicabservice.com or call our management team directly (number will be provided the day prior to your arrival) updating us of your situation. Additional waiting time will be charged accordingly. Local Transfers For non-airport journeys, our drivers will wait for you free of charge for 5 minutes. For on demand bookings your five minutes starts from the time the vehicle arrives. For pre-bookings, the time starts from the booked journey time. Once you’re into your 6th minute, we’ll charge you for additional waiting time. See our Terms and Conditions for additional charging details. Tours & Excursions Our associated partners for tours and transfers all offer different waiting time policies. Please make a direct enquiry with us or the associated partner if you have booked directly with them.

+ How do I get a receipt?

You will receive a fully automated receipt via email upon your transfer being completed. Please contact the booking team at info@londonminicabservice.com if you have not received the receipt or require a duplicate. We kindly request you check your spam folder before doing so. Drivers are also provided with a receipt book to provide a handwritten receipt if you prefer.

+ How accurate are your estimated journey times?

All our journeys are estimates based on historic data of previous / similar journeys. We do advise providing yourself extra time if you wish to ensure you’re not late for a meeting / appointment.

+ How will I know when my car has arrived?

In most cases, our drivers will call you directly to inform you when they have arrived and where they have parked if not directly outside the collection address. Alternatively, you will receive an SMS to confirm the driver’s arrival.

+ What do I do if I need to amend my journey, but a driver is already on the way?

In this case you can contact your driver direct using their mobile number provided on the driver confirmation or our management team directly (sent the day prior to your collection). Can I book a job with multiple pickup/drop off address? Yes, you can make bookings via multiple pick up and drop off addresses. Kindly inform the booking team at the time of making your request.

+ Can I keep a driver all day?

Depending on availability we can offer ‘as directed’ services within London which allow you to keep a driver for a specified period and direct them to each destination. The driver must make more than 3 stops (otherwise the price will be calculated using the pickup and drop off points). Minimum time permitted is one hour (additional hours charged on pro-rata basis) and the customer must inform the driver of the route when on board. Rates start at £30/hour for a standard car.

+ Can I make a booking if I do not know my destination?

We advise that the full address is provided for a booking to be made as the price is reflective of the full post code. If the full address is not provided at this stage, then we will not be able to provide an accurate quote for the journey. It also assists your driver to enable a seamless journey

+ Do you need a mobile number in order to make a booking?

In order to receive communication from us confirming the driver’s details, status and meeting points we do advise that a mobile number is provided when making a booking

PASSENGER CAR SERVICES

+ What age can an unaccompanied child travel in your car?

We do not allow any unaccompanied minors of less than 16 years of age to travel alone in a passenger vehicle. When making a booking for any unaccompanied minor the customer must inform us that an unaccompanied minor will be travelling. Written permission by a parent or legal guardian will be required acknowledging they are happy to travel alone. We will provide you with all the drivers details including a photograph of the driver 24 hours prior to the scheduled collection time. We do not accept any additional responsibility for any minor who travels unaccompanied in a passenger vehicle.

+ Do your vehicles have child seats?

In a licenced taxi or mini cab, children under 3 years of age can travel without a child’s car seat or seat belt, but only in the back seats. Children aged 3 years or older can travel without a child’s car seat if they wear an adult seat belt.

Please see www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat for more Please note that we do not supply child’s car seats or baby’ seats in our vehicles. However, please do inform our booking team if you would like one and we will do our utmost to ask a driver if he / she can supply her own personal child seat.

+ Does London Minicab Service charge more over Christmas or other holidays?

We reserve the right to charge extra for journeys made during the Christmas and New Year period, but we will warn you of the additional charges prior to you booking. However, it has been our policy since we have been established that we do officially close during this period to allow our staff and drivers to spend some quality time with their families and friends without the worry to have to go to work.

+ Why am I charged a parking fee at certain pickups?

Our drivers will sometimes incur charges linked to parking and in these cases we pass these charges on to the passengers. How much will I be charged if I keep the driver waiting? Waiting time is charged at £30 per hour for passenger cars. The first 5 minutes of waiting time is free and after this you will be charged in one minute increments.

+ What vehicles do you have?

We have a range of vehicles depending on the service you require. Our vehicles range from Toyota Prius style vehicles to Volkswagen Sharans and 8 Seater Transporters Are your vehicles equipped to carry wheelchairs and how can these be booked? Our fleet of vehicles can transport a collapsible wheelchair and up to 4 passengers. This will either be a Ford Galaxy, VW Sharan or Prius. Simply inform the booking team at the time of making your request. If you need to travel in your wheelchair then we also have a limited mobility service with ramps to facilitate this.

+ Can I carry an animal in one of your vehicles?

If you wish to transport an animal with you during a booking, we would require that you notify us beforehand. It is ultimately the drivers discretion as to whether they complete the booking but the animal must be secured during travel. Guide dogs are permitted in all vehicles.

DRIVERS

+ Are your drivers all insured?

All of our drivers are fully insured with private hire and reward insurance

+ How are London Minicab Service drivers licensed?

All drivers must apply for a PCO license through TFL. They must also complete a medical, CRB check and a topographical test.

+ Can I request a driver?

You can request a driver and we will do our best to allocate them to your booking however this is not always possible.

CORPORATE ACCOUNTS

+ How can I pay my invoice?

Your invoice can be paid using Direct Debit, Credit/Debit Card or BACs payment.

+ How do I open a Priority Account?

Please send your enquiry to open a corporate account to info@londonminicabservice.com and a member of the management team will contact you.

+ Why do I have to pay a meet and greet fee at the airport?

The meet and greet fee will be incorporated into your quote.

This fee covers 30 minutes car park fee and waiting time after the agreed meeting time at the airport.