Travel Agent FAQs

How do I make a booking for a transfer?

To make a booking click here. If you are already registered simply enter your email address and your pin number which you will have received via email. Then enter the journey and booking details. Once you click confirm the job is booked. You will receive an email to confirm. If you do not have an account you can register to receive a pin and start booking.

How do commission payments work?

We pay registered travel professionals a fixed rate of 10%. Commission payments are made monthly and paid through WPS in your local currency. Full agency name, country, town/city & IATA number must be provided. If you have any queries regarding commission payments please email scott.smerald@addisonlee.com

Will you be offering NET rates?

We will only be offering the gross rates that are advertised.

Will you be offering discounts for travel agents?

No, but you can book through your company and receive 10% commission as you do for your clients.

What services do you offer?

The following services will now be offered:

Minivan*People Carrier (1-4 Pax)

Luggage (4 Large Bags)

Addison Lee Minicab
Mercedes E-ClassExecutive Car (1-3 Pax)

Luggage (2 Large Bags)

Mercedes Eclass - 484x184px
Mercedes S-Class**Luxury Car (1-3 Pax)

Luggage (2 Large Bags)

Addison Lee Mercedes S-class

*If you have more than 4 passengers and all with large bags, 2 vehicles will be required.

**Please note that we have a fleet of 25 Mercedes S-Class, in the unlikely event that one is not available for your transfer an E-Class will be allocated and the credit card will be refunded the difference.

When can you provide the driver’s mobile number and the license plate number of the vehicle?

When a driver has been allocated to job, usually around 20 minutes before the pickup time, the lead passenger will receive an SMS text message with the driver’s cell / mobile number and vehicle details and registration number.

What happens if I need to make an amendment to the booking?

When a driver has been allocated to job, usually around 20 minutes before the pickup time, the lead passenger will receive an SMS text message with the driver’s cell / mobile number and vehicle details and registration number.

Why am I getting additional receipts after the job?

Additional charges such as waiting time and car park charges will be charged at a later date. For any queries email cardquery@addisonlee.com

Are waiting time and parking charges included in the price?

45 minutes free waiting time is given at all airports and 15 minutes free waiting time at all other pickups. Any waiting time incurred after the free grace period will be charged to the client’s credit card 5-7 days after the job takes place. Waiting is £40 per hour, or part thereof. Parking charges are not included and will be charged to the credit card 5-7 days after the job takes place. Parking charges are charged at cost price and depend on the amount of time the driver has parked and waits for the client (N.B flights are monitored and drivers go in to the airport when the flights land). See below for a rough guide for parking charges:

Up to 30 minutes£3.50
30 minutes – 1 hour£6.50
1 hour – 2 hours£10.50
2-3 hours£13.00
3-4 hours£17.00
4-5 hours£21.00
5-6 hours£26.00

How much gratuity should the driver be given?

Gratuity is given at the discretion of the client. Typically 10%-15% is the norm and this can be given in cash directly to the driver.

What services are you no longer offering?

The following services have been discontinued; tours, tickets, airside meet & greets, luggage forwarding, tour guides, concierge services, national/international services.

Why are you no longer offering these services?

We are a technology focused company and we are moving towards automation which will enable us to offer a more streamlined and efficient service.

Are you able to recommend any companies who can offer these services?

Unfortunately we are unable to provide recommendations.

What are your commissionable rates?

Please see the price guide below for indicative prices. For the exact price of your journey please login to the Travel Agent Account, enter your email address and pin, enter the exact journey details and then an exact price will come up. Alternatively, you can call 0844 556 0727, quote your account number and pin and request a quote.

London Airports/ Central London
E ClassS Class1-4 Passenger
Heathrow or City£90.00£117.60£78.00
Gatwick, Stansted or Luton£156.00£186.00£142.20
Airport to Airport
E ClassS Class1-4 Passenger
Heathrow or Gatwick£156.00£192.00£169.74
Heathrow to Stansted£192.00£228.00£283.32
Seaports/Central London
E ClassS Class1-4 Passenger
Southampton, Dover, Harwich£330.00£390.00£343.32
As Directed Hourly
E ClassS Class1-4 Passenger
SoIn Town London (within M25)£57.60£69.60£43.20

Prices for any UK point to point journey are available on request.

TERMS: All prices are inclusive of VAT at 20%. Airport collections allow the first 45 minutes waiting time complimentary from the time the plane actually lands. All flights are automatically monitored through our airport arrivals integrated software. Thereafter, we charge 40.00 GBP per hour, or part thereof. All charges are calculated to and from Central London. Car parking charges are applicable where appropriate, such as airport and station collections.

What is the cancellation policy?

As a guide, for standard cars (minivan 1-4 pax) the free cancellation period required is usually 30 minutes for collections in Central London and 45 minutes for collections in Greater London and up to the M25 orbital motorway.

For Mercedes E and S Class chauffeur cars, 2 hours Central London and 3 hours Greater London. Any bookings outside of the M25 London orbital motorway cancellations are dealt with on their merit – the fee is calculated based on the distance travelled by the vehicle to the pickup collection at the time of receiving the cancellation notice.

Am I able to book coach & minibus services through Addison Lee?

Addison Lee is still offering these services through a specialist booking team however commission cannot be added and bookings must be paid for by credit card at the time of booking. To book a coach please call +44 (0) 207 391 5019 or email coaches@addisonlee.com

We would recommend allowing the following travel times for journeys in London:

PickupDestinationJourney Time
London HeathrowCentral London45-60 minutes
London Gatwick/Luton/StanstedCentral London90 minutes
London HeathrowGatwick90 minutes
Dover/Southampton/HarwickCentral London2 hours

What is the meeting point for my pickup?

Airports – The driver will be waiting in the arrivals area immediately after customs and will be holding an Addison Lee name board sign detailing the passenger’s name. The only exception to this is Heathrow airport terminal 5 where the driver will be waiting at the Meeting Point South.

Seaports – To identify your terminal name and letter please www.southamptonvts.co.uk

You will need to match the ship name to the correct ship Berth (See table below)

BerthTerminal NameTerminal Letter
38 or 38/9QEII Cruise TerminalC
46Ocean Cruise TerminalD
101City Cruise TerminalB
106Mayflower Cruise TerminalA

For any other berth number, please check with your cruise operator for full details and see: www.abparking.co.uk/directions.

When will you take payment from my credit card?

Payment will be taken from the credit card at the time of booking. Any additional charges will be charged within 7 days of the jobs completion. It is the travel agent’s responsibility to ensure that the credit cards are authorised overseas to prevent transactions begin refused.

What rate is VAT charged at in the UK?

VAT is charged at 20% and included in our prices.

Are you able to provide baby or infant seats?

We do not provide child car seats. In a licensed taxi or minicab, children under 3 years of age can travel without a child’s car seat or seat belt on the back seat. Children aged 3 years or older can travel without a child’s car seat if they wear an adult seat belt.

Who should I contact with any queries?

Please contact the following with regards to any queries;

QueryContact
Can’t find your carPremier Department

Phone: +44 (0)870 850 9494

Email: premierbookings@addisonlee.com

Commission paymentsFinance Department

Phone: +44 (0)207 255 4240

Email: Scott.Smerald@addisonlee.com

Customer ComplaintsCustomer Relations

Phone: +44 (0)207 255 4238

Email: customerrelations@addisonlee.co.uk

Card Query/InvoiceEmail: cardquery@addisonlee.com