Enquiries

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Case Type - JF
These FAQs may help you
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.
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.
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.
These FAQs may help you
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.
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.
How do I get a receipt?
ON THE ADDISON LEE WEBSITE
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.
ON THE ADDISON LEE APP
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.
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.
These FAQs may help you
What training do you give your drivers?
All drivers have a thorough induction when starting with Addison Lee. This covers policies, procedures, best practice methods, brand adherence and technical equipment training, Inclusion and cycle awareness. We also offer the bespoke in-house Diploma qualification to all drivers who have been with Addison Lee four weeks or more. Where necessary we support the drivers with intervention training for customer service, best practice, working efficiently, and driving styles. All VIP drivers should have now completed the Platinum Diploma which is a RoSPA accredited National Chauffeur certificate.
Can I request a driver?
You can request a driver and we will do our best to allocate them to your booking however this is not always possible.
How are Addison Lee drivers licensed?
All drivers must apply for a PCO license through Transport for London (TfL). They must also complete a medical, CRB check and a topographical test.
Case Type - AS
These FAQs may help you
How do I get a receipt?
ON THE ADDISON LEE WEBSITE
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.
ON THE ADDISON LEE APP
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.
Case Type - BS
These FAQs may help you
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.
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.
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.
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.
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.
These FAQs may help you
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.
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.
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.
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.
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.
These FAQs may help you
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.
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.
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.
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.
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.
These FAQs may help you
What do I do if I need to amend my journey but a driver is already on the way?
In this case you can contact your driver directly using their mobile number provided in the mobile app and SMS message or call our At Your Service Centre on 0207 387 8888 to talk through your required changes.
What shall I do if my car is late?
You can track your driver in our mobile app or from the link in the SMS message sent to you when your driver is on their way. You can also call or text your driver directly however, please bear in mind that he may be driving at the time and thereby unable to answer. 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.
What payment methods do you accept?
Before confirming the booking, you can select a payment method from one of the following options; credit/debit card, cash, PayPal payment and/or Visa Checkout.
How far in advance will I receive my driver’s contact details?
Once a driver has been allocated to your booking, you will be sent an SMS message with your driver’s details, including their contact number and the make and model of the vehicle. For pre-booked bookings, your driver details will be sent to you five minutes after your driver has been allocated to your booking.
How will I know when my car has arrived?
You will receive an SMS message to confirm your driver’s arrival. This will include a link to track their exact position.
How do I amend a booking?
The quickest way to amend a booking is by logging in to your profile via our website or mobile app. Otherwise you can make an amendment via our At Your Service Centre on 0207 387 8888.
How do I get a quote?
You can get an instant quote on the mobile app or on our website by inputting all of the booking details before confirming the booking or you can contact our 24/7 At Your Service Centre on 0207 387 8888 who will be happy to assist with your query.
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.
How can I cancel a booking?
You can cancel a booking on our website or mobile app by clicking on your upcoming journey and selecting ‘cancel’ or follow the link on your booking confirmation email and this will allow you to cancel the booking.
Case Type - BB
These FAQs may help you
Are your vehicles equipped to carry wheelchairs and how can these be booked?
Our Standard car services (Ford Galaxies and Prius Plus) are able to transport collapsible wheelchairs and up to 4 passengers. Simply book a standard car on our website or app. If you need to travel in your wheelchair then we also have a mobility service with ramps to facilitate this. This can be pre-booked using the form below.
National and International Bookings
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How can we help?

These FAQs may help you

Where will my driver meet me at the airport?

What shall I do if my driver is late?

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

These FAQs may help you

What is your waiting time policy for passenger vehicles?

Where will my driver meet me at the airport?

How do I get a receipt?

ON THE ADDISON LEE WEBSITE

ON THE ADDISON LEE APP

What is your cancellation policy?

These FAQs may help you

What training do you give your drivers?

Can I request a driver?

How are Addison Lee drivers licensed?

These FAQs may help you

How do I get a receipt?

ON THE ADDISON LEE WEBSITE

ON THE ADDISON LEE APP

These FAQs may help you

What is your waiting time policy for passenger vehicles?

Where will my driver meet me at the airport?

How do I apply a promo code to a booking?

What is your cancellation policy?

How do I make a booking?

These FAQs may help you

What is your waiting time policy for passenger vehicles?

Where will my driver meet me at the airport?

How do I apply a promo code to a booking?

What is your cancellation policy?

How do I make a booking?

These FAQs may help you

What is your waiting time policy for passenger vehicles?

Where will my driver meet me at the airport?

How do I apply a promo code to a booking?

What is your cancellation policy?

How do I make a booking?

These FAQs may help you

What do I do if I need to amend my journey but a driver is already on the way?

What shall I do if my car is late?

What payment methods do you accept?

How far in advance will I receive my driver’s contact details?

How will I know when my car has arrived?

How do I amend a booking?

How do I get a quote?

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

How can I cancel a booking?

These FAQs may help you

Are your vehicles equipped to carry wheelchairs and how can these be booked?

National and International Bookings

Make a booking

Do you still need to contact our support team?

Tell us more

Download the app

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