Frequently asked questions
Top 10 FAQs
How do I apply a promo to a booking?
Promo codes can be redeemed when booking via the web or mobile app by selecting the Promo section at the time of the booking.
How do I get a receipt?
On the Addison Lee Website
- Login to the website here (If you booked by phone and haven’t registered via the app or web, register now using the same mobile number you used to make the booking).
- Select ‘view all bookings’ under ‘today’s bookings’.
- Select the booking you would like a receipt for
- Select ‘Resend Receipt’
- Enter your email and the your receipt will be sent to you.
On the Addison Lee App
- Open the app.
- Visit the ‘bookings’ section within the main menu.
- Select the booking you would like a receipt for.
- Tap the ‘Receipt’ option and your receipt will be emailed to you.
How do I make a booking?
You can make bookings using our mobile app, on our website or simply give us a call on 020 7387 8888.
How will I know when my car is on the way? (registration plate, no. etc, model)
Shortly before the journey time, we will send you an SMS with the driver’s details including the make and model of the car and the driver’s contact number. You will then be able to track your driver through the app to see the driver’s estimated time of arrival
I’ve lost something in one of your cars. How do I get it back?
Please email LostProperty@addisonlee.com with your booking number or journey information, and we will reply as soon as we can.
Please note: Lost Property are open from 08:00am – 18:00pm each weekday and 08:00am – 20:00pm each weekend.
What are your off-peak/peak hours and what are the differences in rates at these times (for non-business/account holders)?
Off peak rates apply to below time periods.
Peak rates apply to below time periods.
What is your cancellation policy?
If your driver has been on the way to you for less than 5 minutes when you cancel the booking, there will be no charge/cancellation fee. If your driver has been on the way to you for over 5 minutes when you cancel the booking, a cancellation fee of £15 minimum will apply. For full terms and conditions, covering all cancellation charges, visit our Terms and Conditions.
What is your waiting time policy for passenger cars?
Our standard waiting times are below.
For non-airport journeys, our drivers will wait for you free of charge for 5 minutes. For on demand bookings your five minutes starts from the time the vehicle arrives. For pre-bookings, the time starts from the booked journey time. Once you’re into your 6th minute, we’ll charge you for additional waiting time. See our Terms and Conditions for additional charging details.
For airport journeys, our drivers will wait for 15 minutes for domestic flights and 30 minutes for international flights. For additional waiting time charges, see our Terms and Conditions.
What shall I do if my driver is late?
You can track your driver on our app or from the link in the SMS sent to you when your driver is on their way. If you haven’t received this message and want an update on your booking you can call our contact centre on 02073878888.
Where will my driver meet me at the airport?
Your driver will meet you at Arrivals with an Addison Lee or Tristar name board at all UK airports, except for Terminal 5 International at Heathrow. At Terminal 5 your driver will be waiting for you by the Meeting Point South which is signposted. You will receive exact instructions of the meeting point in your email confirmation when you make the booking.
For International airports your driver will always meet you at arrivals unless otherwise stated. Some International airports do not allow meet and greet e.g. some US airports.
We use your flight number to track your flight and ensure your driver is waiting for you when you land. We monitor delays and update the time we send your driver in accordingly.
View all of our FAQs if you have more questions, or alternatively you get in touch with us below.
If you have a query relating to your booking, account, or need support then submit an enquiry below. A member of the Customer Service team will investigate and get back to you as soon as possible.Get in touch