Frequently asked questions

You can make a booking online or over the phone. To book online please use our Booking Form. To book over the phone please call: +44 (0)20 8814 2727 or our freephone number: 0800 505 3231 (free from any UK mobile or land line). You can also message us using Whatsapp.

We strongly advise booking in advance to avoid disappointment, however, last minute bookings can be accommodated.

No, you do not need a UK mobile to make a booking. Our drivers can call both UK and International mobiles providing your phone is set up to receive calls in the UK.

If your mobile doesn't work in the UK you can still call us using our freephone number: 0800 505 3231. Just find a phone and dial the number exactly as shown (the call will be free).

Shortly after completing the booking form you'll receive a Booking Confirmation by email. This Booking Confirmation will outline your journey in full and include your unique Job Number. Once you've received your Booking Confirmation you can be sure your car is booked.

To change or cancel your booking please email us at bookings@londonheathrowcars.com or us a call. To avoid confusion please always mention your Job Number.

Our cancellation charges are as follows:

• If you cancel 24 hours or more before the pick-up time we'll refund the full fare minus a £10.00 cancellation fee
• If you cancel less than 24 hours before the pick-up time the full fare is retained

For non-airport collections we offer a 15 minute grace period. This means we will not charge you anything for the first 15 minutes of waiting. Once the fifteen minute grace period has expired, waiting time is charged retrospectively to the original pick-up time at a flat rate of:

• Standard Car: 35p per minute or £21.00 per hour.
• Exec Car (Business Class): 45p per minute or £27.00 per hour.
• Lux Car (First Class): 50p per minute or £30.00 per hour.

For airport collections, if you book our meet and greet service, we offer 45 minutes waiting time for free from the moment the driver enters the terminal. Thereafter, waiting time charges as above apply + additional airport parking costs.

For our call when ready option, we offer a 15 minute free waiting period the moment we enter the terminal, thereafter waiting time charges as above apply + additional airport parking costs.

We calculate our fares using distance and journey time. We also charge fixed amounts to/from different postcodes. Remember, we operate a fixed price policy meaning each fare is agreed upon before the journey takes place, regardless of the route or time taken.

You can, however, multiple drop journeys need to be booked over the phone or by email request to bookings@londonheathrowcars.com

Yes, we can provide child car seats at an additional cost of £5.00 per seat. There is a section on the booking form where you can specify the child age and the type of seat/s you require (rear facing, forward facing or booster).

Unfortunately we cannot provide wheelchair accessible vehicles (WAVs) as none of our cars are fitted with ramps or lifts. We can however accommodate foldable wheelchairs providing they can fit in the boot of the car.

Yes you can amend your booking free of charge if more than 12 hours notice is provided.

You can pay for your journey either by card or by cash. Card payments are made online or via payment link we send to you. For certain bookings, cash payments are made directly to the driver (British Pounds only).

No. Neither the minimum charge or your fare includes a tip. Giving a tip is discretionary and completely up to you.

If you pay by card we can email you a receipt as soon as the payment is authorised (any time before the journey takes place or on the day). Passengers that pay by cash can request a cash receipt from the driver.

Meet & Greet or Call When Ready. For Meet & Greet collections you can expect to see your driver standing inside the arrivals hall holding a sign displaying your name. For Call When Ready collections, you call us when you're ready and meet your driver at the meeting point inside the arrivals, 20-30 minutes after you call. Both options are explained further on the booking form.Back to top of page

Don’t worry. If your flight arrives late, we monitor your flight landing time as part of the service.

We are happy to wait for up to 2 hours after the flight lands. If there has been no contact made during this time we will pull the driver out and you will be charged the full fare (No-Show). If you'd like us to wait longer than 2 hours please inform us on the day.

If you cannot see your driver please give us a call on +442088142727 and we shall assist you.