How can we help?
- I paid for a journey on credit card and at a later date I got further charges. Why?
When you make a booking via credit card we take the payment based on the journey price quoted at the time. If for any reason there were any amendments to the original journey, such as waiting time or an extra drop off, these are charged separately and therefore will come up as a separate payment on your card statement.
- How do I get a receipt for a journey I made using my credit card?
If you are a registered user on www.addisonlee.com, you will be able to access our online management facilities where you can review all your journeys and print out receipts. If you are not registered yet, you can email cardquery@addisonlee.com for receipts. Registering online is strongly recommended - it will make your booking process easier and will grant you easy access to statements.
- Can I receive a receipt from a cash job?
It’s best to ask the driver directly if you would like a receipt for a cash job. The cash receipt between yourself and the driver is not a VAT receipt
- 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 customers, we allow the first 30 minutes of waiting time free from the time your flight lands. Any remaining time will be charged according to the parking fee. For cash or credit card customers, an automatic £7.50 is added to your journey price, which covers the first 30 minutes of waiting time plus your car-parking fee. If there is any waiting time over the 30 minutes from the time your flight lands, you will be charged for any additional car park fees accordingly.
- Do you charge waiting time at airports?
We track flight times to all major airports to help ensure there is as little waiting time as possible. We always allow 30 minutes waiting time from when your flight lands. For account customers the first 30 minutes of waiting is complimentary. For cash or card customers, there is an automatic £7.50 added on to your journey price, which includes both the first 30 minutes of waiting time and the car park fee. Any waiting time over the initial 30 minutes will be charged accordingly.
- I’m interested in opening an account, can you send me your account price list?
If you are interested in opening an account with us, please feel free to look through our account section and discover all the benefits that come with being an account holder. We would also be happy to speak to you and assist in setting up an account. You can call us directly on 020 7255 4229.
- My flight time has changed. Do you check flight times?
Yes, this is why when you book for an airport collection, we ask for your flight details. We have a specialist team who check flight times 24 hours a day and keep up to date of any known time changes. You don’t have to worry about informing us, we’ll automatically send your car to arrive in time for when your flight lands.
- I’ve left my bag or another item in an Addison Lee car. What shall I do?
We make every effort to ensure that all lost property is brought back to the Addison Lee Head Office and kept safely until you are able to collect it. You can contact our dedicated Lost Property department on 0844 800 6677 extension 1078 or email lostproperty@addisonlee.com
- How much luggage capacity is there in an Addison Lee minicab?
Our people carriers are able to hold four passengers and four large suitcases. The rear two seats can be folded into a loading space for luggage. If there are more than four passengers, we are unable to use this loading area and therefore luggage space is dramatically reduced. For more information click here
- Can I cancel a booking once I have made it?
So long as you cancel your car within a reasonable time frame and we have not allocated the driver, there will be no charge for a cancellation. In cases where the driver has already been allocated or travelled some distance or even arrived at the pickup address, a cancellation fee may be charged. This will be calculated based on the amount of mileage incurred.
- I think I might have an account but I have forgotten the details.
If you believe you have an account with Addison Lee but have forgotten the details, call us on 020 7255 4238 or email: customerrelations@addisonlee.com and we will happily help you find what you are looking for.
- What’s the difference between account and cash bookings?
Addison Lee offers a guaranteed minicab service to its account customers. Account customers receive priority 10 minute pickups within central London and 20 minutes within the M25. Although we aim to offer a reliable service to cash or credit card customers, it is not guaranteed during exceptionally busy periods. We prioritise our account customers, therefore occasionally during peak times we might be unable to fulfil all cash/credit card jobs whereas account jobs are guaranteed. Account customers also have access to a priority telephone booking line and can pay via monthly invoicing. Read more about the benefits of opening an account.
- Will you take a woman in labour to hospital?
Unfortunately, for legal reasons we are unable to transport a woman in labour to hospital. Our drivers are not medically trained and therefore it would not be advised to travel in one of our vehicles.
- Does the amount of luggage I bring affect the price of the journey?
No, there is no extra charge regardless of the amount of luggage that you carry in one of our vehicles. However luggage capacity may be restricted depending on how many passengers are being carried in the vehicle. For more information on luggage capacity, click here
- What is the account number for the mobile apps?
You don’t need an account number to use the mobile apps. If you have an Addison Lee account you can set up your app to save this information so you don’t need to re-type anything the next time you book. If you are booking a cash service, you can switch off the ‘account’ button in the app set up and proceed to book your car.
Contact us for further assistance
 Online contact form |
 0844 800 66 77 |
enquiries@addisonlee.com |
