Waiting time and grace period charges
Standard pickups (non-airport), we offer a 10-minute grace waiting period. This means that if you get into the car within 10 minutes of the booked time, then there is no waiting time charge. However, if you get into the car after (e.g.) 12 minutes, then the full (e.g.) 12 minutes are chargeable.
Airport pickups, we offer a 20-minute grace waiting period. This means that if you get into the car within 20 minutes of the booked time, then there is no waiting charge. However, if you get into the car after (e.g.) 22 minutes, then the full (e.g.) 22 minutes are chargeable.
Like most car services, we charge if you keep the car waiting over a certain period of time. This recompenses both the driver and us for the delay.
To avoid/minimise the above charges, we offer a ‘hold off option’ on our airport bookings. Please see our airport pickups section for more information.
Waiting time when chargeable is at 30p/minute for Standard Cars, and 40p/minute for MPVs.
Airport Pick-ups
Flight tracking
For all airport pick-ups, we strongly recommend providing the flight number. This allows us to track your flight and amend the pickup time according to the actual flight landing time so that the driver is in the arrivals hall at the appropriate time. This can help avoid extra waiting time charges.
The driver will be waiting for you in the arrivals hall, with a board with your name on it, and they will accompany you to the vehicle.
Hold off time
As there are occasions when it can take longer for passengers to go through customs and baggage reclaim after disembarking a flight, we offer a hold off time option. This allows you to add a buffer into your collection time is free of charge and can be chosen at the time of booking (web, email, and phone).
For example, if your flight lands at 10:00 am and you request to be collected (e.g.) 30 minutes after landing, the driver will be waiting for you in arrivals from 10:30 am. Should your flight land early at 09:50 am, our driver will be waiting for you at 10:20 am.
On top of this, our usual airport grace period (see above) will apply after the adjusted pickup time. In the above scenario, so long as you get into the car within 60 minutes (30minutes hold off + 20 minutes grace waiting period for advance bookings) of the actual landing time, no waiting time charge would apply.
Car Parking
For all airport pick-ups (and most airport drop-offs), car parking is an additional cost. This is because all drivers are obliged to park and come to the arrivals halls to collect you. The car parking charge is added at the end of the journey and is charged at cost.
Some airports are now charging for dropping off passengers. This is the case for airports such as Heathrow, Gatwick, Stansted and Luton. Drop-off charges will be charged addition to the quoted fare.
Cancellation Charges
| Pick Up Location | Minimum Cancellation Time** | Charge |
Inner London postcodes (E, EC, N, NW, SE, SW, W, WC) | 2 hours before scheduled pick-up time | No charges |
Inner London postcodes (E, EC, N, NW, SE, SW, W, WC) | Less than 2 hours before the schedule Pick-up time | 50% of Completed Journey Price + any applicable extra charges |
** During extreme periods where delays are more likely than usual, e.g. severe bad weather, fuel shortages, pandemics, demonstrations and so on, cancellation charges are applicable according to the default periods OR once the booking has been allocated to a driver.
Pick up within Inner London
A minimum of 2 hours notice is required to cancel a booking without charge. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.
Pick-up outside Inner London
A minimum of 2 hours notice is required to cancel a booking without charge. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges. The cancellation charge is 50% of the price of the intended journey. This is to adequately compensate the driver for time and fuel spent on travelling to the collection point.
No Show Cancellation Policy
If we have been unable to contact either the booker or the passenger within the times listed below, we will remove the driver from your booking and a cancellation charge will apply as outlined above. Car Parking and waiting time charges may apply.
Non-airport Pickup
Our policy depends on the method of payment.
Cash bookings – The driver will be removed from the booking 10 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.
Debit / Credit card– The driver will be removed from the booking 30 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.
Airport Pickup
Our policy depends on the method of payment.
Cash Bookings– The driver will be removed from the booking 30 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.
Debit / Credit card – The driver will be removed from the booking 90 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply, including the applicable waiting time charges.