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 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?
If you think you’ve lost an item in one of our vehicles fill out this form with a description of your items and contact details. A member of the team will be in touch to provide an update. You can also contact the driver shortly after the booking to attempt to arrange to collect the item where possible.
What are your off peak/peak hours and what are the differences in rates at these times?
Off peak rates apply to below time periods.
You can save an average of 25% on cash and card journeys during off peak 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, we won’t charge you a cancellation fee. If your driver has been on the way to you for over 5 minutes when you cancel the booking, we will charge you a cancellation fee of £10 (this is our standard car cancellation fee which applies to central London postcodes. For a full breakdown of our cancellation charges visit our terms and conditions.
What is your waiting time policy for passenger cars?
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 it starts from the booked time. Once you’re into your 6th minute, we’ll charge you for one minute and then in one minute increments thereafter. Waiting time is charged at £0.50 per minute for standard car services.
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 and how much waiting time is included?
Your driver will meet you at Arrivals with an Addison Lee name board at all airports except for Terminal 5 International at Heathrow. At this terminal 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.
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.
Within your booking quote we include 30 minutes waiting time for international arrivals and 15 minutes for domestic arrivals. After this waiting time fees are charged accordingly. If you think you might take longer than this to clear customs and reach your driver you can extend the time that the free waiting period starts from by selecting a delay time when booking.
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