FAQs

Top 10 FAQs

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.

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 do I apply a promo 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 are your off-peak/peak hours?

Monday-Thursday 
00:00-04:50
 
9:00-16:29
 
19:30-20:59
 
Friday 
00:30-04:59
 
09:30-16:29
 
19:30-23:59
 
SaturdayAll day
SundayAll day
Peak rates apply to below time periods.
Monday-Thursday 
05:00-09:00
 
16:30-19:30
 
21:00-00:00
 
Friday 
05:00-09:00
 
16:30–19:30
 

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.

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.

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 Lostproperty@addisonlee.com 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.

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.

Airports

How much luggage can I take in a car with me?

This is dependent on the size of the vehicle and how many passengers are travelling. Find out more here. If you require further information, please contact our At Your Service Centre on 0207 387 8888 and a member of the team will be happy to assist.

Why do you need the flight number when picking up from airports?

Providing your flight number at the time of booking allows us to monitor your flight and alter the collection time accordingly to ensure that we meet you when your flight arrives and unnecessary waiting time charges. If you wish to add a delay time in addition to your grace period, this can be arranged at the time of booking.

What should I do if my flight is late landing?

When you provide us with your flight number at the time of booking, we will track the flight landing time and adjust your pickup time accordingly.

Where will my driver meet me?

If in doubt, please feel free to call your driver directly, their number will be sent to you in the arrivals SMS message.

Do you charge waiting time at airports?

Within your booking quote, a grace period of 15 minutes is offered for domestic flights and 30 minutes for international flights before waiting time is accrued. You can add a delay time to your booking if you feel that you need more time. 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.

Do I have to pay for parking at the airport?

Your driver will be charged a parking fee when exiting the airport and as this charge cannot be predetermined, we apply this charge after the booking has been completed. Please see https://www.addisonlee.com/car-parking-charges/ for parking charges.

What happens if my flight has been cancelled?

When you have provided us with the flight number at the time of the booking, we will be aware of this cancellation and therefore will cancel the booking. Should you need to make an alternative booking for a different date or time, you can do so via our website, mobile app or our At Your Service Centre. It is the customer’s responsibility to let us know that their flight is cancelled and no longer require a vehicle. Please cancel your booking via the mobile app, on our website or contact our At Your Service Centre on 0207 387 8888.

Bookings

I have an event coming up, do you have an events team I can talk to?

Absolutely. Our events management team arrange vehicle services for all types of company events, including: Conferences, open day road shows, summer balls and Christmas parties. We can provide On-Site Coordinators (OSC) at every event, ensuring your staff and clients have a single point of contact. Complete this form with all of your requirements and a member of our team will come back to you.

Are you able to collect me from a public event?

During public events there are many occasions when road closures and restrictions will be put in place outside of our control. Due to this, we may advise of a specific pick-up location and recommend that you communicate with your driver directly for ease of pick-up.

Strong Customer Authentication FAQs

Strong Customer Authentication FAQS

Glossary of terms:

PSD1: Payment Services Directive v1 – The first European Union Regulation designed to regulate payment services, stimulate competition and protect consumers. (2007)

PSD2: Payment Services Directive v2 – A European Union Regulation for online transactions to improve efficiency, security and fraud protection

SCA: Strong Customer Authentication. Additional security authentications for online transactions which validates the identity of the user of a payment service or payment transaction. SCA is based on in the use of two or more elements. These elements are something only the user knows or possesses, for example, a PIN or one-time password.

Why has the Payment Service Directive 2 come about?

The First Payment Services Directive (PSD1) aimed to encourage competition among financial providers and to enhance consumer protection. The rise of eCommerce and technological advances called for a directive which modernised the 2007 directive and brought into scope new types of payment which were previously unregulated.

How will my online booking be at less risk of fraud?

At point of payment or when adding a card to your wallet your bank can request Strong Customer Authentication in the form of a one-time password or other methods such as a PIN. This can be requested more than once by your card provider.

Do I need to do anything to prepare for SCA?

You may have seen messages from your bank to update your contact details. It is important to ensure they have your current mobile contact number.

How many times will SCA be triggered for my online payments?

SCA can be triggered when you add a new card to your wallet or make an online payment. SCA can be triggered any number of times and this is determined by your bank.

How can I prevent SCA being triggered more than once?

Your bank may provide instructions when your online payment is being processed to add Addison Lee as a trusted merchant. Look out for opportunities to make Addison Lee a trusted supplier in your mobile and internet banking site or contact your bank for more information.

What happens if I fail authentication?

Your bank may let you try again but if you cannot authenticate, you may have to try a different card or alternative form of payment. We advise you to ensure you have updated your mobile number with your bank.

Am I affected if I am an invoiced client?

When adding a new card to settle periodic invoices you may have to complete SCA.

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

Simply book by contacting our At Your Service Centre on 0207 387 8888 where we will confirm availability for the required location.

Can I book a job with multiple pick-up/drop-off addresses?

You are able to make multiple pick-up and drop-off address bookings via our website, mobile app and contacting our 24/7 operated At Your Service Centre on 0207 387 8888.

Can I have multiple pick-ups/drop-offs on my journey?

Yes, you can have more than one pick-up or drop-off on your journey. To add additional stops please use the ‘via’ feature available online or on our mobile app. To download our mobile app please visit www.addisonlee.com/apps.

Can I keep a driver all day?

Depending on availability we can offer ‘As Directed’ services within London which allow you to keep a driver for a specified period of time and direct them to each destination. The driver must make more than three stops (otherwise the price will be calculated using the pick-up and drop-off points). Minimum time permitted is one hour (additional hours charged on pro-rata basis) and the customer must inform the driver of the route when on board. This service is restricted to a driving distance of less than 10 miles in any one hour period of hire. Rates start at £40/hour for our Select service. Please call our At Your Service Centre on 0207 387 8888 to discuss your requirements.

Can I make a booking if I don’t know my destination?

We recommend a full destination address is provided at the time of the booking. This will allow us to provide an accurate journey quotation. Otherwise ‘As Directed’ rates will be chargeable.

Can I pay with PayPal?

Yes, simply select PayPal as your payment method at the time of booking.

Can I pre-book a car in advance?

We are more than happy to accept pre-booked journeys. Before confirming your booking, you will always have the option to specify the pick-up date and time required.

Do I need to tip the driver?

You are not required to tip your driver although any tip is greatly appreciated. This can be done by cash or within the App.

Do you need a mobile number in order to make a booking?

In order to receive SMS updates on your booking from us, such as your driver details, status of collection and any meeting points, we do recommend a mobile number is provided when making a booking.

Does Addison Lee charge more over Christmas or other holidays?

We reserve the right to charge extra for journeys made during the Christmas period.

How accurate are your estimated journey times?

All of our journeys are estimates only so please allow extra time should you need it.

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.

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.

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.

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 do I apply a promo 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 are your off-peak/peak hours?

Monday-Thursday 
00:00-04:50
 
9:00-16:29
 
19:30-20:59
 
Friday 
00:30-04:59
 
09:30-16:29
 
19:30-23:59
 
SaturdayAll day
SundayAll day
Peak rates apply to below time periods.
Monday-Thursday 
05:00-09:00
 
16:30-19:30
 
21:00-00:00
 
Friday 
05:00-09:00
 
16:30–19:30
 

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.

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.

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 Lostproperty@addisonlee.com 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.

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.

I have an event coming up do you have an events team I can talk to?

Absolutely. Our events management team arrange car services for all types of company events, including:

  • Conferences, open day road shows, summer balls and Christmas parties. We can provide On Site
  • Coordinators (OSC) at every event, ensuring your staff and clients have a single point of contact.

Email events@addisonlee.com and a member of our team will come back to you

What age can an unaccompanied child travel in your car?

We do not allow any unaccompanied minors of less than 13 years of age to travel alone in a passenger vehicle. In exceptional circumstances and subject to the parent/guardian’s consent, we may allow teenagers aged between 13 and 16 to travel unaccompanied, provided that when the booking is made for any unaccompanied teenager, the parent/guardian must inform us at the time of booking via our At Your Service Centre on 0207 387 8888 that an unaccompanied teenager will be travelling. Where a booking is accepted for an unaccompanied teenager aged between 13 and 16, we will not deviate from the destination address except in an emergency. We do not accept any additional responsibility for any minor, or teenager, who travels unaccompanied in a passenger vehicle. For further details, please see our Terms and Conditions.

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 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.

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.

Why do I need to select a booking time?

We give you an estimated journey time when you make a booking, which is based on the time of day and the recommended route. We recommend planning ahead, particularly when booking airport journeys.

Charges

When do I get charged for my credit card booking?

Your card will be charged when you make your booking. Any additional charges such as waiting time or amendments to your journey will be taken after your journey has been completed.

Why am I charged a parking fee at certain pickups?

The drivers will sometimes incur charges linked to parking and in these cases, we pass these charges on to our customers.

How much will I be charged if I keep the driver waiting?

Waiting time is charged at £30 per hour for passenger cars. The first 5 minutes of waiting time is free and after this you will be charged in one minute increments.

How much will I be charged if I cancel my booking?

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.

ClubLee

What is Club Lee?

Club Lee is our loyalty scheme which allows you to earn points for each booking you make with us and move through different loyalty tiers, rewarding our loyal customers with discounts and offers. Find out more here.

How do I register to start earning points?

To opt into ClubLee and start earning points, download our mobile app or register on our website. As soon as you register, you can start earning points when booking on our mobile app, via our website or contact our At Your Service Centre on 0207 387 8888.

How can I track my points?

To view your points, you can go to ‘My Profile’ on our mobile app, or login on our website.

Courier Services

What times are your courier services available?

Our courier department is open 6:30am to 10pm Monday to Friday, 7am to 10pm on Saturday and 8am to 9pm on Sunday and you can book within these hours. You can pre-book Small Van and Transit Van services outside of our opening hours but you must check for availability first. Please note there is an out of hours charge. Parcel services are available 24/7.

Can I specify a delivery window to deliver my items?

Unfortunately, we are not able to guarantee a time frame in which a delivery will be made however, you can advise us of a time period, and we will do our best to get the items delivered within this period.

How do I know when my item has been delivered?

If you provide your email address at the time of the booking, we will send a Proof of Delivery email once the delivery has been completed.

Which delivery service will fit my parcel?

Click here to ensure that you choose the right vehicle for your delivery.

What is the cancellation fee for a courier service?

Pushbike£6.45
Motorbike£6.45
Parcel Van/Car£11.70
Small Van£11.80
Large Van£22.45
Direct Motorbike£14.80
Direct Parcel Van/Car£14.85
Direct Small Van£15.65
Direct£28.00

 

Thereafter the charge will be dependent on the cancellation and/or the location of the driver, chauffeur or third party service at the time the cancellation request is received up to a maximum total.

Can I travel with the delivery van?

Unfortunately for insurance purposes, you are not able to travel in the vehicle.

What is the difference between a Standard delivery service and a Direct delivery service?

A Standard service is a multi-drop service whereas a Direct service is a dedicated delivery for your item.

My item has been damaged, what do I do?

Any item received damaged should be raised at the time of delivery with our At Your Service Centre on 0207 387 8888 and should not be signed for. Submit a query in relation to a booking.

I cancelled my courier booking and incurred a cancellation fee, why?

If a driver has been allocated to your booking and it is cancelled, a cancellation fee will apply. For further details, please see our Terms and Conditions.

 

Is the cancellation fee for a Direct service the same as a Standard service?

No, the cancellation fee is not the same. For further details, please see our Terms and Conditions.

Cycle Select+

What is Cycle Select+?

Our Cycle Select+ service is available to those who wish to transport their bicycle.

How can I request a Cycle Select+?

You can book this service via our website, mobile app or by contacting our At Your Service Centre on 0207 387 8888.

Where is Cycle Select+ available?

This service can be booked to collect from all London postcodes.

Does it cost me more to take my bike?

This service reflects the cost of our Select+ service booking.

Does my bike need to be clean before the journey?

No, we provide mats to each driver to place your bicycle on.

Do I need to remove my front wheel?

You do not need to remove any part of your bicycle in order to travel.

Can you travel with more than one bike?

Unfortunately we can only transport one bicycle when booking this service.

Drive with us

How do I apply to become a driver?

Please click here for the form.

Who are Addison Lee?

Addison Lee is the world’s largest managed premium car service. It has more than 80% of the FTSE 100 as customers. It was the first UK ground transport business to launch a booking app. It carries over 10 million London passengers per year. Over 4,000 cars in central London. It operates a ULEZ-compliant fleet, and set up its Greener Future Programme to invest in environmental improvement initiatives in the communities in which it operates and overseas. The passenger and courier fleet’s emissions are 100% offset. It has London’s largest executive fleet of Mercedes cars. A consortium led by Liam Griffin (CEO) and Cheyne Capital’s Strategic Value Credit business completed a buy-out of the company in March 2020.

What experience do I need?

Above all, we look for enthusiasm and reliability in drivers. Experience with private hire driver jobs is not necessary, but a good working knowledge of London is required. You will need to apply for a Transport for London private hire licence and be able to speak English. Manchester based drivers also require a good working knowledge of the area, and will need a current Private Hire Driver’s badge issued by Stockport Council.

How do I get paid?

Customers pay for their journeys in two ways, so there are two ways we pay you. Simple.

Account transactions

Account customers pay us directly via their accounts. We’ll add this money up and pay it into your bank each week.

Non Account transactions

Drivers keep 80% of the value of these journeys and pay a 20% commission to Addison Lee. Over half of this commission is re-invested into promotional codes to create more jobs for drivers. For cash jobs the money is paid directly to drivers and for card jobs it is paid into your bank account each week.

Will I be self-employed?

Yes. All Addison Lee drivers are self-employed and responsible for their own tax and national insurance.

Do I have to work set shifts?

Addison Lee driver jobs are completely flexible. Work the hours that suit you best. There are periods during the week where we are busier and specific incentives are in place to encourage drivers to work. During the week, we are particularly busy during the early morning and evening periods and at weekends we are very busy later in the evening.

Do I need to provide my own vehicle and will I pay for fuel?

Unlike other car driver jobs we offer a vehicle rental scheme, where the more journeys you complete the cheaper the weekly vehicle rental charges become. Addison Lee vehicles are all typically less than 3 years old and are regularly maintained by our dedicated service technicians. This means that the hassle of organising insurance, MOT and PHV checks, repairs or replacement vehicle will be taken care of for you, allowing you to stay on the road and never miss an opportunity to earn more money. As a self-employed driver it is your responsibility to hire a vehicle and to pay for the fuel and other costs.

What do I need to become a driver?

You will need to provide us with your driving licence (either your paper licence or photocard licence), your PHV license (both parts) and 2 forms of identification clearly showing your current address. We can provide advice on the PHV license process, please contact driver recruitment on 0207 255 4204 for more information.

Drivers

How many drivers do you have?

We have an ever growing fleet currently consisting of 4,800 vehicles in London.

Are your drivers all insured?

All of our drivers are fully insured under Addison Lee’s Policy.

How do I leave feedback on a driver?

You may receive a ‘Rate my Driver’ request via SMS once a booking has been completed where you can provide feedback. Alternatively you can provide us with feedback in regards to a driver or any part of your experience.

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.

I can’t find my driver, what do I do ?

You should have received full details of the vehicle and contact number for our driver when you booked. Simply give them a call direct or call us and we will find them for you.

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.

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 suggest a route to my driver?

All passengers are able to suggest a preferred route to the driver and they will do their best to fulfil this request.

I can’t find my driver, what do I do?

You will receive an SMS message once your driver has been allocated to your booking.  Full details of the vehicle and contact number for your driver will be provided. Please feel free to contact your driver directly or call our At Your Service Centre on 0207 387 8888.

Have your drivers been trained to provide first aid?

All drivers who have completed our Gold Diploma will have a Level 2 Emergency First aid at work qualification which is accredited and certificated for three years by Qualsafe. We adhere to HSE best practice and offer the drivers a half day CPD session annually.

Events

Are you able to supply marshals for an event?

We can provide on Site Coordinators (OSC) at every event, ensuring your staff and clients have a single point of contact.

Complete this form with all of your requirements and a member of our team will come back to you.

Do you have an events team to help organise events?

Absolutely. Our events management team arrange vehicle services for all types of company events, including: Conferences, open day road shows, summer balls and Christmas parties.

What constitutes a booking being made via your events team?

In order for a booking to be handled by our events team it must consist of at least 15 bookings. Anything less that this can be handled through our At Your Service Centre on 0207 387 8888.

General

I have a query, how do I contact Addison Lee?

You can submit a query via our contact form, contact us via our live chat on our website or call our At Your Service Centre on 0207 387 8888.

I don’t want your marketing emails and text messages, how do I stop them?

To opt out of all promotional text messages from Addison Lee please text STOP to 88294. If you have added your mobile number to a booking, you will continue to receive SMS service updates relating to your journey. To opt out of all promotional marketing emails follow the unsubscribe link at the bottom of the email you have received.

How do I change my details?

For changes such as your name, telephone or login password, please sign in to your addisonlee.com account. For changes to your account preferences or for any questions relating to your account set up, please contact our profile team on profile@addisonlee.com.

Marketing

How do I opt out of marketing SMS and emails?

You can opt out of marketing messages directly on any communications sent to you by us. Or, you can view and manage your preferences at any time by visiting the preference centre. If you have any problems please contact our support team and they will be happy to process this for you.

How do I redeem a promo code?

Ensure that you refer to the terms and conditions of a promo code before booking. You can enter the promo code at the booking stage on the mobile app and/or on our website before completing the booking.

Is there a minimum fare for promo code bookings?

Please refer to the promo code terms and conditions.

Can I split a promo code across multiple bookings?

Unfortunately it is not possible to split a code across multiple bookings.

My Profile

What do I do if I forget my activation SMS?

Please email our team at profile@addisonlee.com who will be happy to help.

What is the snooze feature?

The mobile app’s snooze function enables you to postpone the arrival of your driver for 15, 30, 45 or 60 minutes in locations where available. You can turn this functionality on/off in the mobile app.

Find out more about the snooze feature here.

How do I update my details?

You can log into your profile via the mobile app or on our website to update your details at any point.

How do I add and remove addresses on my account?

Complete our support form and a member of the team will be happy to assist.

How do in set my home address?

You can set your home address via our website or the mobile app by visiting ‘My Profile’.

What is a profile?

Profile means that you have registered your details with us for either mobile app or website bookings.

Why do I need a profile (quick bookings ClubLee etc address stored)?

If you have a registered profile you are then registered to our loyalty scheme ClubLee as well as being able to store details such as addresses, phone numbers and payment options. A profile can also be linked to an account should you book using an account facility.

How do I set up a profile?

You can set up a Profile by registering via our mobile app or on our website.

Passenger Car Services

What vehicles do you have?

We have a range of vehicles depending on the service you require.

What is a Select Car?

A Select car is either a Ford Galaxy, VW Sharan or a Toyota Prius in the UK. One of these cars will be allocated to your booking when choosing a Select service. All Select service bookings are for up to 4 passengers.

What is a Select+ service?

A Select service is either a Ford Galaxy or VW Sharan. One of these cars will be allocated to your booking when choosing a Select service. All Select service bookings are for up to four passengers and two large bags.

Can I carry an animal in one of your vehicles?

Our Pet Select+ service allows you to make a booking which includes the carriage of a domestic animal. Please contact our At Your Service Centre on 0207 387 8888 where we will confirm availability for the required location.

What are your vehicles equipped with?

Depending on the service you choose, our vehicles come with a range of in-car amenities – see a summary here.

Why did a Select service vehicle arrive rather than the Executive vehicle booked?

If your requested service is not available, we will send the closest available service to your pick-up address to ensure your journey starts at its booked time. You will be charged for the actual service supplied if this differs from the service booked.

Do your vehicles have child seats?

Please note that we do not supply child’s car seats or baby’ seats in our vehicles so these cannot be requested or provided by our drivers. In a licenced taxi or mini cab, if the driver does not provide the correct child car seat, children under three years of age can travel without one but only if they travel on a rear seat without a seat belt. Children aged three years or older can travel without the correct child car seat but only if they travel on a rear seat and wear an adult seat belt.

Please see www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat for more information.

Policies

Do you charge extra on bank holidays or at Christmas?

We reserve the right to charge extra for journeys made during the Christmas period.

What is your Cancellation Policy for passenger cars?

Please refer to the FAQ under Top 10 FAQ’s.

How are prices calculated?

Rather than a meter, we operate a fixed postcode to postcode pricing structure. This is based on a booking fee and a distance based unit rate taken from our database.

Why do you charge for car parking?

If your driver is required to park the vehicle in a pay and display car park, they will pay the full parking charges, which we then add as an additional charge to the price of your booking.

Why do you charge VAT on car parking charges?

All drivers are self-employed and if parking is incurred, we will add this charge to the final booking cost.  Parking is a VAT applicable service.

Pricing

What is off-peak pricing?

Off-peak pricing is the cost of your journey in an Off-peak period.

Off-peak rates apply to below time periods.

Monday-Thursday00:00-04:50

9:00-16:29

19:30-20:59

Friday00:30-04:59

09:30-16:29

19:30-23:59

 

Saturday

 

all day

 

Sunday

 

all day

How are your prices calculated?

Rather than a meter, we operate a fixed postcode to postcode pricing structure. This is based on a booking fee and a distance based unit rate taken from our database.

Do you have surge pricing?

We do not operate with surge pricing. The price of a journey will be confirmed at the time of the booking, excluding any additional charges, such as waiting time, car parking and any additional stops.

Do I pay a premium if I book through the Customer Service Centre?

There is a nominal admin fee for booking through our At Your Service Centre; £1.00 per booking up to the journey fee of £14.99; and £1.50 per booking for journey fee of £15.00 and above. No premium is applied if the booking is made via our mobile app or on our website.

What is your minimum fare?

Our minimum off-peak fare is £8.45.

Priority Accounts

What is Concur and why should I link it to my Addison Lee account?

Concur is a business expense management tool. It lets you send your expenses back to your company in real time.

How do I connect Concur to my account?

Sign in to your account via our website and connect your Concur details within the Dashboard.

How can I pay my invoice?

Your invoice can be paid using Direct Debit, Credit/Debit Card or BACs payment. Please contact creditcontrol@addisonlee.com to change your account payment method.

I think I might have a priority account but have forgotten my details. How can I check if I have a priority account?

If you think you’ve got a priority account with Addison Lee but have forgotten the details, please email us at profile@addisonlee.com and a member of the team will be happy to assist.

How do I keep my account secure from mis-use?’

To add an additional layer of security to your account, we suggest setting up a pin on your account by contacting our At Your Service Centre on 020 7387 8888.

What are the benefits of having an account?

As an account holder you have a level of priority over Non Account bookings meaning faster pickup times, exclusive discounts, access to our accounting team for invoicing and many other benefits.

Are the rates different for account bookings compared to cash and card?

There are differences between Account and Non Account rates to reflect the priority service provided to account customers.

How do I pay with direct debit?

At the time of your account setup you can choose to pay your invoice via direct debit. To amend your account set up please complete the form and a member of our At Your Service Centre will be more than happy to assist.

How do I open a Priority Account?

You can open an account online, for Business Priority Account click here or for Personal Priority Account click here. You can also contact a member of our Sales team on 020 3800 0365.

How do I set up a pin?

You can set up a pin on your account at the time of the account opening or by emailing our team at profile@addisonlee.com.

How do I link my account to my Addison Lee Profile?

If you log into your profile via the mobile app or our website, you can link an account by entering the account number and any relevant pins.

How do I update my account details?

You can update your personal details via the mobile app, on our website or you can email our team at profile@addisonlee.com.

Do I need to be a business to have an account?

We offer both business and personal accounts to our clients.

How can I pay my invoice?

Your invoice can be paid using Direct Debit, Credit/Debit Card or BACs payment. Please contact creditcontrol@addisonlee.com to change your account payment method.

If I have a query regarding a booking on my invoice what do I do?

If you have any queries relating to bookings on your invoice please complete this form

How do I get a copy of an invoice?

If you require a copy invoice, please contact our team at customer.relations@addisonlee.com.

How do I close my account?

We’re sorry to see you go. If you have any specific feedback for us, please do not hesitate to contact our At Your Service Team on 0207 387 8888. Addison Lee do not have a cancellation period, therefore if you do still wish to cancel your account, please complete this form ensuring you quote your account number and name.

Can I request reports for bookings on my account?

As an account holder you can view bookings up-to three months in the past, or three months in the future online at addisonlee.com by logging into your account and clicking on My ADDLEE. The reporting facilities can be found within My Bookings. Click Filter Bookings to refine the bookings list by payment method, reference, passenger, contact, service or journey status. Click anywhere else on the booking to see more details. To print, email or export a booking(s), select the booking(s) and press either print/email to or Export Report on the bottom right hand side of the page. For any other report requests, please email reporting@addisonlee.com.

Can I receive a list of all the jobs linked to my account?

As an account holder you are able to retrieve a list of bookings linked to your account by following the above reporting steps.

How can I check if I have an existing account?

To check if you have an existing account with Addison Lee please contact us, ensuring that you confirm your company name and registration address and one of our team will be happy to walk you through a few security checks and provide you with your account information. If you do not have an account with Addison Lee, please contact our At Your Service Centre on 0207 387 8888 and we will be happy to assist with your account set up.

How do I change the details on my invoice?

Please complete our support form, confirming your unique account number and registered address. Once the Profile team has processed your request an email will be sent to confirm your details have been updated.

How do I transfer a journey from card to account?

If you wish to change the method of payment of a pending booking, please contact our At Your Service Centre on 0207 387 8888. If the journey has been completed and you wish to transfer the cost from card to account, please complete the support form confirming the job reference number, the account number and name you wish to transfer the booking to.

Can I transfer a journey from an account to pay by card?

We are not able to transfer a journey from account to cash/card payment due to the priority account bookings receive.

Receipts

Can I get a receipt for a cash booking?

At the time of the booking you can request a receipt from your driver however, we are not able to provide a receipt for cash bookings after this point. Your original confirmation email will act as a receipt, minus additional charges.

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.

Social responsibility

What do you do for the environment?

There are many things that we do to help the environment at Addison Lee including; recycling 97% of all our waste, recycling our used engine oil in order to produce over 300,000Kw of energy, looking into de-vulcanisation of our waste tyres.

What awards has your company received?

We’ve been awarded the Green500 Diamond Award twice and also been voted Green Fleet
of the Year twice.

We’ve also won the International Green Apple Awards for Environmental Best Practice.

What is the Greener Future Programme?

In 2019, Addison Lee launched its Greener Future Programme (GFP) enabling us to share responsibility with drivers and customers, benefitting wider communities, not only through zero-emissions, but ongoing collaboration to support a sustainable transport infrastructure, available for anyone’s use. To date our programme has accomplished the following;

1. Through our partnership with Climatecare; we have offset 19,000 tonnes of carbon in the first year of our programme and supported;

i) Clean cooking projects in Kenya
ii) Safe water projects in Uganda
iii) Rainforest protection projects in Sierra Leone
iv) Renewable energy projects in India

2. Supported the London Mayor’s school air quality programme by installing Green Screens ‘barrier bushes’ (structures that have plants such as ivy woven into them to turn fences into plant barriers) to improve air quality by blocking particulate matter and NOX, whilst also reducing noise pollution and promoting biodiversity and wellbeing

3. Pledged support to Vehicle Idling Action and Westminster City Borough, in a London-wide behaviour change campaign, helping to reduce localised air pollution caused by motorists who leave engines running when stationary. Supporting the ‘DontBeIdle’ campaign by training drivers to turn off their engines when vehicles are idle.

Are your drivers trained on how to reduce their impact on the environment?

Addison Lee drivers are trained in energy efficient driving by instructors accredited by the Royal Society of the Prevention of Accidents (RoSPA), which saves 15% of fuel per tank.

What steps are you talking to reduce the impact of your vehicles on the environment?

In 2019 Addison Lee invested £121m on new low-emission vehicles to ensure that all our London cars meet the city’s exacting Ultra Low Emission standards, with all vehicles being Euro Emissions Standards (Euro 6) compliant.  This has enabled Addison Lee to;

  • Help improve the capital’s air quality
  • protect health in the communities where we work
  • and produce less of the heat-trapping gases which cause climate change

Working efficiently; Addison Lee’s proprietary automatic allocation dispatch system utilises complex algorithms to dispatch work efficiently (and fairly) across our fleet and will match the nearest most suitable driver and vehicle, with the passenger.

On a daily basis, we actively reduce ‘dead miles’ driven by our vehicles, by;

  • sourcing the closest driver available
  • utilising drivers starting their shifts and allocating them journey’s that ‘bring them in’ to London
  • utilising drivers finishing their shifts and allocating them journeys that ‘take them home’ from London