FAQ

Can I receive a receipt from a cash payment?

Yes. It is best to ask the driver directly if you would like a receipt for a cash payment. The cash receipt is between yourself and the driver. It is not a VAT receipt.

Can I request a specific driver?

Yes. However, this can sometimes be affected by workload and driver working patterns. All our drivers are trained to deliver high service levels consistently.

Can you offer co-ordinated multiple location collections?

Yes, we can co-ordinate transfers from different locations all to be transferred to single or different destinations, at the same time.

Can you offer Corporate Roadshow, AGM, Seminar or Event transfers?

Yes, we have expertise providing transport for these types of requirements. Please contact us for further information and to discuss specific details.

Can you provide a female driver if I request this?

We will always strive to meet this request however; the majority of our drivers are male.

Our drivers are personally selected, experienced, licenced with the local authority and CRB checked.

Do you charge for the car park at airports?

We track flight landing times at all major airports to ensure that car parking time is kept to a minimum.

For account clients, car parking charges are added upon billing.

For cash or credit card customers, an automatic £10.00 is added to your journey price, which covers the car parking fee plus the first 30 minutes of waiting time.

If there is any waiting time over the 30 minutes from the time your flight lands then the waiting time charge and additional car parking fee will be charged accordingly.

Do you charge waiting time at airports?

We track flight times to all major airports to help ensure waiting time is minimised.

We always allow 30 minutes waiting time from when your flight lands.

A £10.00 charge is added to the journey price, which includes the first 30 minutes of waiting time and car park fee.

Any waiting time over the initial 30 minutes will be charged accordingly.

Do you have a fixed price policy?

Yes. Most airport transfers have fixed prices available in advance, which cover parking and waiting time charges meaning there are no hidden charges.

Do you provide children’s car seats?

For health and safety reasons we are unable to supply or fit children’s car seats.

UK law permits children to travel unrestrained in licensed taxis and private hire vehicles: children under 3 can travel with an adult in the back seat without a car seat or seat belt.

Children 3 years or older can travel without a car seat but they must wear an adult seatbelt.

If you wish to supply and fit your own car seat then we are more than happy to accommodate this and to store your children’s car seat safely for your return journey.

Do your cars have Wi-Fi?

Yes. All executive vehicles offer Wi-Fi for client use. There is no surcharge for this facility.

Does the amount of luggage I bring affect the price of the journey?

No. There is no extra charge for the number of pieces of luggage.

However luggage capacity may be restricted depending on how many passengers are being carried in the vehicle. For more information on luggage capacity and our vehicle types then please click here

How do I get a receipt for a journey I made using my credit card?

Credit card payment receipts will be provided by the company via email.

How do I pay?

Cash, on Account or via card - we accept all major credit and debit cards.

How early do I need to book my transfer?

We recommend that you book as early as you can. We can always amend a booking should your plans change.

How much advance notice do I need to give?

As we work on a vehicle pre-assigned basis, we recommend a minimum of 4 hours’ notice.

If you need an early morning booking then it is advisable that you book it by mid-afternoon the previous day to ensure that your driver is properly rested.

If you do need to book a car at short notice please call our Reservations Team on 0203 388 2000 for assistance.

How much luggage capacity do your vehicles offer?

We operate a range of vehicles with varying capacities. For more information on our vehicle types please click here

How much time should I allow for an airport transfer?

From Central London, we recommend the following time allowances:

  • To Heathrow – 1 hour
  • To Luton – 1 hour and 15 minutes
  • To Gatwick – 2 hours
  • To Stansted – 1 hour and 15 minutes
  • To London City – 45 minutes

For peak time transfers - please add up to 30 minutes to allow traffic delays.

I am visiting from another country and would like to make a booking but I do not have a UK mobile phone.

We regularly transport international visitors and therefore our systems are set up to accept international numbers.

You can book online or via phone and use your international cell phone to receive the confirmation SMS messages sent as standard to all clients.

I want to make a booking – how can I find out how long my journey time will be?

We can provide you with an estimated journey time by calling our office.

Our estimation of the journey time will be based on the time of day and route.

As our estimates are a guide only, we cannot accept responsibility for journeys that take longer than expected due to unexpected circumstances.

It is always the client’s choice of collection time when making a booking. We recommend careful consideration, especially when booking airport transfers at busy times of day.

I would like to drive for you, how do I find out more?

For more information on how to become a driver for London Executive, please look at our Drive for Us Section.

My train times have changed, do you check these?

Unfortunately we only monitor flight arrival times. If your train is delayed then please get in touch to let us know your new arrival time. You can amend your booking online or by calling us on 0203 388 2000.

My travel plans have changed – what do I do and what will I be charged?

Please call our Reservations Team on 0203 388 2000. This number will be answered 24 hours a day.

We will incorporate your changes.

So long as we not started the journey to collect you and it is an amendment to a booking then no charge will apply.

If the car has already departed for the collection then a minimal charge for time and mileage will apply (based on at what point the vehicle is at before being instructed to stand down).

If the booking is a cancellation then our cancellation policy charges will apply.

What is the difference between an account and cash booking?

We prioritise and offer a guaranteed service to our account clients.

Although we aim to offer a guaranteed service at all times, to all clients, this can sometimes be affected during exceptionally busy periods.

In addition to priority bookings, our account clients enjoy the benefit of settling their account either via monthly invoice or credit / charge card.

What is your cancellation policy?

We work on a pre-assigned vehicle and driver basis to guarantee your booking. Once the vehicle is assigned to your booking it is unavailable to be used for any other transfers.

Cancellation charges apply in the following circumstances:

  • Cancellation within 1 hour of collection time – 100% charge
  • Cancellation within 3 hours of collection time – 50% charge
  • Vehicle has departed for the collection address – 100% charge

If it is possible, please inform us of any changes to your travel plans as soon as you can - because we have a large fleet we can usually manage changes to travel plans.

What will happen if my connecting flight or train is delayed – will you still meet me?

Yes. One of our drivers will be there to meet you in spite of any delays.

We monitor flights into the major airports and use real-time road traffic updates, so your driver will be aware of any travel delays. A delay may mean that you have to change your travel arrangements, which we can usually accommodate.

Will I receive confirmation of my booking?

Yes. We aim to respond to all enquiries made via the website or by email within one hour. We may contact you by phone, so we can discuss timings and travel arrangements. All bookings will receive either a confirmation email with a booking reference number or text message.

Excellence through Experience

  • Thanks again for another great service. Will be recommending you guys to folks here and be in touch regarding our upcoming holidays.

    Leisure Traveller
    Read more
  • I just wanted to pass on some feedback re the driver that picked up and transported (VP, was UK MD) to London last night. Would it be possible to have him as his regular driver?

    Executive PA to VP, Marketing, Finance & HR – International Food Manufacturer
    Read more
  • Thank you for arranging the cars for my husband and myself, and for sending such a lovely driver.

    Personal Account Holder
    Read more
  • Many thanks another excellent trip. Excellent Service. We will use again.

    National Union Organisation
    Read more
  • Very Happy!

    Office Manager – Building Manufacturer
    Read more
  • Many thanks for all your help and for accommodating the large numbers of changes with passengers and numbers etc. We will definitely be in touch again with regards to using your excellent service. Many thanks to you and your team for helping the logistics run smoothly.

    Events Manager - International Pharmaceuticals Company
    Read more
  • The feedback (regarding service) I have received has been positive

    Office Manager – Marketing Services Production Company
    Read more
  • By way of feedback, we are extremely pleased with the switch and the way things are going, from the professionalism of the booking (politeness on the phone and also email confirmation returned to us following each booking) and also the promptness and politeness of your drivers. I shall of course…

    Executive Assistant to CEO and CFO – Aviation Asset Management Company
    Read more
  • I would just like to say a huge thank you to the drivers from Saturday; they were prompt, reliable and very professional. I particularly liked the ribbons on the car and the nice touch at the end of the day. All in all they helped make a special day perfect…

    Bride Wedding - Summer, 2013
    Read more
  • Too many people are too quick to complain but not to compliment. I would just like to pass on a message from one of our guests that travelled with one of your drivers recently and were very impressed with how nice and polite they were. This is a great first…

    PA International Food Manufacturer
    Read more

 




Contact us now on: 0203 388 2000