Help & Support

Frequently asked questions

Top 10 FAQs

How do I apply a promo code to a booking?

Promo codes can be redeemed when booking via our website or mobile app by selecting the Promo section at the time of the booking.

How do I get a receipt?


  1. Login to your account here (If you booked by phone and haven’t registered via the mobile app or on our website, register now using the same mobile number you used to make the booking).
  2. Select the ‘Welcome’ option (on the top right-hand corner of the main page).
  3. Select ‘View All Bookings’ under ‘today’s bookings’.
  4. Select the booking you would like a receipt for
  5. Select ‘Resend Receipt’
  6. Enter your email and then your receipt will be sent to you.


  1. Open the mobile app.
  2. Visit the ‘Bookings’ section within the main menu.
  3. Select the booking you would like a receipt for.
  4. 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 contact our At Your Service Centre on 020 7387 8888.

How will I know when my car is on the way? (registration plate, no. etc, model)

Shortly before the journey is booked to start, we will send you an SMS message with your driver’s details, including their contact number and the make and model of the vehicle. You will then be able to track your driver through the mobile app or on our website.

I’ve lost something in one of your cars. How do I get it back?

If you think you have lost an item in one of our vehicles, we will use reasonable efforts locate the item and, if found, securely store the property for 12 months. You can contact us by sending an email to and one of our team will be happy to help. If we are unable to return your property after 12 months, we will securely dispose of the item.

What is your cancellation policy?

If your driver has been allocated to you for less than five minutes when you cancel the booking, there will be no charge/cancellation fee. If your driver has been allocated to you for over five minutes when you cancel the booking, a cancellation fee will apply. For full terms and conditions, covering all cancellation charges, visit our Terms and Conditions.

What is your waiting time policy for passenger vehicles?

Our standard waiting times are below.

For non-airport journeys, a grace period of five minutes is offered before waiting time is accrued. For ASAP 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, a grace period of 15 minutes is offered for domestic flights and 30 minutes for international flights before waiting time is accrued. After this period, you will be liable to pay a waiting time fee from the 16th minute for domestic flights and from the 31st minute 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 mobile app or from the link in the SMS message 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 At Your Service Centre on 0207 387 8888.

Where will my driver meet me at the airport?

Your driver will meet you at Arrivals with an Addison Lee 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.

Need a receipt?

No problem. Follow this easy guide

Get a receipt

Contact Us

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

Useful Numbers

Booking & General Enquiries
+44 (0)207 387 8888
Sales / Account Openings
+44 (0)20 3800 0365
Driver Recruitment
+44 (0)20 7255 4204