FAQs

Top 10 FAQs

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.

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 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.

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.

Monday-Thursday

00:00-04:59

9:00-16:59

19:00-20:59

Friday

00:00-04:59

09:00-16:59

19:00-23:59

Saturday

00:00-16:59

21:00-23:59

Sundayall day

You can save an average of 25% on cash and card journeys during off peak periods.

Peak rates apply to below time periods.

Monday-Thursday

05:00-08:59

17:00-18:59

21:00-23:59

Friday

05:00-08:59

17:00-18:59

Saturday

17:00-20:59

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

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.

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 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.

How do I get a receipt?

On the Addison Lee Website

  1. 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).
  2. Select ‘view all bookings’ under ‘today’s bookings’.
  3. Select the booking you would like a receipt for
  4. Select ‘Resend Receipt’
  5. Enter your email and the your receipt will be sent to you.

On the Addison Lee App

  1. Open the 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 all dependant on the size of the car and how many passengers are travelling. Find out more

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

If you provide us with your flight number at the time of booking then this allows for us to monitor the relevant flight and alter the collection time accordingly to ensure that we meet you when your flight lands. If you wish to add a delay time to your booking to ensure you are picked up later then you can do at the time of booking.

What should I do if my flight is late landing?

If you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the pickup time in case of any delays.

Where will my driver meet me?

This depends on the airport you are travelling into so be sure to check your email confirmation for your specific pick up point.

Do you charge waiting time at airports?

Within your booking quote we include 30 minutes waiting time. You can add a delay time to your booking if you feel that you need more time. After this period waiting time is charged accordingly.

Why do I have to pay for parking at the airport?

Our driver will be charged a parking fee when exiting the airport and as this fee cannot be predetermined as it can vary depending on the length of stay, we apply this charge after the booking has been completed.

What happens if my flight has been cancelled?

If you provide us with the flight number at the time of the booking then 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 then you can do so via the web, app or our Customer Service Centre.

How much luggage will fit in the car?

This is all dependent on the size of the car and how many passengers are travelling. Find out more

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.

Bookings

How do I get a quote?

You can get an instant quote on the app or web by inputting all of the booking details before confirming the booking or you can contact our 24/7 manned Contact Centre on 0207 387 8888 who will be more than happy to assist

How do I amend a booking?

The easiest way to amend a booking is by logging in to your profile via the web or app. Otherwise you can make an amendment via our Contact Centre on 0207 387 8888

How will I know when my car has arrived?

You will receive an SMS to confirm the driver’s arrival. This will include a link to track their exact position

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

We advise that the full address is provided for a booking to be made as the price is reflective of the full post code. If the full address is not provided at this stage then we will not be able to provide an accurate quote for the journey. It also assists your driver to enable a seamless journey

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

Once a driver has been allocated to the booking you will be sent an SMS with the drivers’ contact details, including the make and model of the car and the driver’s contact number.

What payment methods do you accept?

Before confirming the booking you can select a payment method. We accept bookings paid for via: account, cash, credit/debit card, PayPal and Apple pay.

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 3 stops (otherwise the price will be calculated using the pickup 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. Rates start at £30/hour for a standard car. Please call our Customer Service Centre on 0207 387 8888 to confirm.

What shall I do if my car is late?

You can track your driver in our app or from the link in the SMS 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. If you haven’t received this message and want an update on your booking you can call our Customer Service Centre on 02073878888.

How accurate are your estimated journey times?

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

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 direct using their mobile number provided in the app and SMS message or call our Customer Service Centre on 0207 387 8888 to explain what changes need to be made.

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 advise that you communicate with your driver directly for ease of pick up.

Can I book a job with multiple pickup/drop off address?

You are able to make bookings via multiple pick up and drop off addresses via the web, App and our 24/7 operated Customer Service Centre.

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.

Can I Pay with PayPal?

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

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

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

In order to receive communication from us in the form of SMS messages confirming the driver’s details, status and meeting points we do advise that a mobile number is provided when making a booking

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 jobs.

How can I cancel a booking?

Sign in to cancel a current booking at beta.addisonlee.com or follow the link on your booking confirmation email and this will allow you to cancel the booking. You can also cancel on the web an app by clicking on your upcoming journey and selecting ‘cancel’

Can I pre-book a car in advance?

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

Do I need to tip the driver?

You are not required to tip your driver although any tip is greatly appreciated by them.

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 app. Our allocator technology reorders the drop off/pick up address according to the most effcient route. To download our app please visit www.addisonlee.com/apps

What age can an unaccompanied child travel in your car?

We do not allow any unaccompanied minors of less than 11 years of age to travel alone in a passenger vehicle. When making a booking for any unaccompanied minor the customer must inform us that an unaccompanied Minor will be travelling. We do not accept any additional responsibility for any minor who travels unaccompanied in a Passenger Vehicle.

Does Addison Lee charge more over Christmas or other holidays?

We reserve the right to charge extra for journeys made during the Christmas period, but we’ll warn you first www.addisonlee.com/terms

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 here.

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.

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.

Monday-Thursday

00:00-04:59

9:00-16:59

19:00-20:59

Friday

00:00-04:59

09:00-16:59

19:00-23:59

Saturday

00:00-16:59

21:00-23:59

Sundayall day

You can save an average of 25% on cash and card journeys during off peak periods.

Peak rates apply to below time periods.

Monday-Thursday

05:00-08:59

17:00-18:59

21:00-23:59

Friday

05:00-08:59

17:00-18:59

Saturday

17:00-20:59

Charges

When do I get charged for my credit card booking?

After your journey has been completed we will process a charge of the total value of the booking, including any amendments. You may see a pending transaction for any bookings made by card as we ringfence the value of the journey at the time of booking.

Why am I charged a parking fee at certain pickups?

Our drivers will sometimes incur charges linked to parking and in these cases we pass these charges on to the passengers.

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 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) Regardless of when you cancel, if your driver is going to be over 5 minutes late and you decide to cancel, we won’t charge you a cancellation fee.

ClubLee

What is Club Lee?

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

How do I register to start earning points?

To opt into ClubLee and start earning points, download our app or register on our website. As soon as you register, you can start earning points when booking on our app, via the web or via the call centre.

How can I track my points?

To view your points, you can go to ‘My Profile’ on your app, or login to the web to view your points. Once you earn enough points to enter the next tier, we’ll automatically send you your exclusive rewards.

Courier Services

What times are your courier services available?

Our courier department is open 6am to 10pm Mon to Fri 7am to 5pm Sat 8am to 5pm Sun and you can book in around these times. You can pre-book services out of our opening hours, but must check for availability first and please note there is an out of hours charge for bookings placed in these times.

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 to you as requested.

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 booking 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 policy for a courier service?

Vans (excluding Luton vans)

Bikes

Luton Van

Inside M25 Not chargedNo vehicle allocatedNo vehicle allocatedCancelled within 1 hour of booked time
Outside M25 No ChargedNo vehicle allocatedNo vehicle allocatedCancelled within 2 hours of booked time
Inside M25 ChargedVehicle allocatedVehicle allocatedVehicle allocated and cancelled > 1 hour after booked time
Outside M25 ChargedVehicle allocatedVehicle allocatedVehicle allocated and cancelled > 2 hours after booked time
Fee if chargeableJob price with max £50Job price with max £25Job price with max £75

Can I travel in the delivery van with my parcel?

Unfortunately for insurance reasons you are not able to travel in the vehicle with the driver and the parcel.

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 means that the driver will collect the item and deliver it on their next drop.

My item has been damaged, what do I do?

As soon as you notice the item has been damaged, please contact our Customer Relations team so they can begin an investigation. Any item received damaged should be raised at the time of delivery 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 the driver has been allocated to the booking and it is cancelled then there will be a cancelation fee applied to the booking in line with the above table.

CycleCab

What is Cycle Cab?

Our Cycle Cab service is available to those who need assistance transporting their bicycle around London.

How can I request a CycleCab?

You can book this service via the web and app.

Where is CycleCab available?

This service is available in London post codes only.

Does it cost me more to take my bike?

This service reflects the cost of a Large car booking.

Does my bike need to be clean before the journey?

No we provide mats to each driver to place the bicycle on.

Do I need to remove my front wheel?

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

How many passengers can travel when using this service?

A maximum of 2 passengers can travel when using this service.

Can you travel with more than one bike?

Unfortunately we can only transport one bicycle when booking this service. Find out more about CycleCab

Drive with us

Who are Addison Lee?

We’re the best car service in London. Starting in 1975 with a single car and the belief that taxis and minicabs could be done better, we now transport over 10 million passengers across the city each year. We’ve recently opened our Manchester office, supporting Greater Manchester and the wider North West region.

What experience do I need?

Above all, we look for enthusiasm and reliability in drivers. No experience driving private hire cars is needed, but a good working knowledge of London is required. Our Driver Knowledge School is available to help introduce drivers to the industry. 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 drivers are completely free to work the hours that suit them 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?

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 (both parts), your PHV license (both parts) and 2 forms of identification clearly showing your current address.

We can support you with 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 once a booking has been completed where you can provide feedback on a driver. 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 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 a driver at the time of the booking and they will do their best to fulfil this request depending on the conditions.

I can’t find my driver, what do I do?

If we have a valid mobile number for the passenger then we will send a text confirming the drivers details shortly before the journey time. You can contact the driver using these details before the booking should you need.

Have your drivers been trained to provide first aid?

All drivers who have completed the Diploma to Gold standard 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 driver a half day CPD session annually which refreshes the drivers’ first aid knowledge and keeps it current.

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

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.

Events

Are you able to supply marshals for an event?

We can provide on SiteCoordinators (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 car 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 Customer Service Centre.

General

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

To opt out of all promotional offers and texts from Addison Lee please text STOP to 88294 or follow the unsubscribe link at the bottom of the email you 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, please contact our profile team on profile@addisonlee.com

How do I contact your press team?

Simply email press@addisonlee.com or call us on +44 (0)20 7391 3533 and a member of the team will get back to you.

Giving with Addison Lee Christmas Campaign

How do I apply?

To apply you will need to be registered as a UK charity with the Charity Commission for England and Wales and provide evidence of the same to Addison Lee; be active in London, the South East or Manchester; have one of the following charitable purposes: [health, education, human rights, children, animals]; have a valid need for Addison Lee’s car or courier services.

Who is Addison Lee?

We’re the best car service in London. Starting in 1975 with a single car and the belief that taxis and minicabs could be done better, we now transport over 10 million passengers across the city each year. We’ve recently opened our Manchester office, supporting Greater Manchester and the wider North West region.

Can I only use this service in London?

You can apply make use of the standard car and courier services in London, but only the standard car services in Manchester.

Are there any terms and conditions?

Yes, you can find them here for customers and here for charities.

How does the charity access Addison Lee services?

Charities selected to participate in Addison Lee’s Christmas charity campaign will be entitled to:

An account with Addison Lee with a minimum £500 credit to spend with Addison Lee between [31 December 2016] and [31 December 2017] on car and/or courier services during off peak hours only being; Monday – Thursday, 03:00- 04:59, 09:00-16:59, 19:00-20:59; Friday 03:00-04:59, 09:00-16:59 + 19:00 – 22:59 + Weekend 03:00 – 22:59 + 01:00 – 03:00 (Fri, Sat, Sun)

Charities may only use courier services and standard cars.

Is there a maximum the charity will receive?

There is a maximum of £5000 per charity and a minimum of £500 allocated to an account.
We’re the best car service in London. Starting in 1975 with a single car and the belief that taxis and minicabs could be done better, we now transport over 10 million passengers across the city each year. We’ve recently opened our Manchester office, supporting Greater Manchester and the wider North West region.

What services can I use?

Charities selected to participate in Addison Lee’s Christmas charity campaign will be entitled to make use of our courier and standard car services.

When can my service be redeemed?

An account with Addison Lee with a minimum £500 credit to spend with Addison Lee between [31 December 2016] and [31 December 2017] on car and/or courier services

Lost Property

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.

Marketing

How do I opt out of marketing SMS and emails?

You can opt out of SMS messaging directly on any comms sent to you by us or you can contact our Support team and they will process this for you.

How do I redeem a promo code?

Ensure that you refer to the T’s and C’s of a code before booking. You can enter the code at the booking stage on the app and/or web before completing the booking.

Is there a minimum fare for promo code bookings?

Bookings must be £10.00 or more unless specified in the t’s and c’s

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?

Contact us on 0207 387 8888 and we will be happy to confirm this for you

What is the snooze feature?

Snooze enables you to delay your pre-booked job for a period of time shortly before your driver is due. You can turn this functionality on/off in the app.
Find out more about Snooze

How do I update my details?

You can log into your profile via the app or web 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 the web in your address book or the App

What is a profile?

Having a Profile means that you have registered your details with us for either App or Web 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 and phone numbers. A profile can be linked to an account should you book this way also.

How do I set up a profile?

You can set up a Profile by registering via our App or on the website.

Passenger Car Services

What is a Standard Car?

A Standard car is either a Ford Galaxy or a Toyota Prius. Either car will be allocated to your booking when selecting a Standard Car. All Standard Car bookings should be for 1-4 passengers.

What is a large car?

When selecting a large car you are requesting for a Ford Galaxy to complete your booking. Large cars can transport up to 6 passengers.

Can I carry an animal in one of your vehicles?

If you wish to transport an animal with you during a booking, we would require that you notify us beforehand. It is ultimately the drivers discretion as to whether they complete the booking but the animal must be secured during travel.

What are your vehicles equipped with?

All of our cars are fitted with complimentary Wi-Fi and in car chargers.

Why did a Standard car arrive rather than the Executive car requested?

If your requested vehicle is not available at the time of the booking then we will send the closest available car to the pickup address

Do your vehicles have child seats?

In a licenced taxi or mini cab, children under 3 years of age can travel without a child’s car seat or seat belt, but only in the back seats.
Children aged 3 years or older can travel without a child’s car seat if they wear an adult seat belt.
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.
Please see www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat for more

Policies

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.

Do you charge extra on bank holidays or at Christmas?

We reserve the right to charge extra for journeys made during the Christmas period, but we’ll warn you first www.addisonlee.com/terms/

What is your cancellation policy for passenger cars?

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)
Regardless of when you cancel, if your driver is going to be over 5 minutes late and you decide to cancel, we won’t charge you a cancellation fee.

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 the driver has to park the vehicle in a pay and display car park, they will pay the full parking charges, which we then need to claim back from the client as all drivers are self-employed.

Why do you charge VAT on car parking charges?

All drivers are self-employed and if parking is incurred have to pay the full amount including VAT.  Parking is a VAT applicable service provided to the customer so we have to charge VAT on the charge made to us by the driver and pay this to HMRC.

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-Thursday

00:00-04:59

9:00-16:59

19:00-20:59

Friday

00:00-04:59

09:00-16:59

19:00-23:59

Saturday

00:00-16:59

21:00-23:59

Sundayall day

How are your prices calculated?

Fixed Postcode to Postcode pricing is used. This fixed price is derived using a multi route distance calculation based on the central location of each post code.

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.

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

There is a nominal admin fee for booking through our Customer Service Centre is dependent on the journey taken and is built into your overall quote. No premium is applied if the booking is made via our App or website.

What is your minimum fare?

Our minimum fare is £7.50

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

If you think you’ve got an account with Addison Lee but have forgotten the details, call us on 020 7255 4238 or email: customerrelations@addisonlee.com and we will happily help you find what you are looking for.

Can I get copies of old invoices?

Call our credit control department on 0207 2554261

How do I change the details on my invoices?

We have a dedicated Account Admin team for our clients who are on hand to support any requirements you have for your account simply email them or call 0207 255 4238 to discuss

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, dedicated contacts, 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 Customer Relations team will be more than happy to assist.

How do I open a Priority Account?

You can open an Business Priority Account or Personal Priority Account online by clicking here or by contacting a member of our Sales team on (0)20 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 request for this to be processed here.

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

If you log into your profile online or via the App 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 your App or online or you can complete this form to advise us of any account changes.

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?

Addison Lee’s  preferred account payment method is Direct Debit. To set up a direct debit please complete this form and one of the team will be happy to assist you.

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 complete this form confirming your account number and date of invoice(s)

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 a member of the Customer Relations team.  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 3 months in the past, or 3 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 one of the Customer Relations team 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 have 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 Customer 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 form 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 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).
  2. Select ‘view all bookings’ under ‘today’s bookings’.
  3. Select the booking you would like a receipt for
  4. Select ‘Resend Receipt’
  5. Enter your email and the your receipt will be sent to you.

On the Addison Lee App

  1. Open the 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 in to de-vulcanisation of our waste tyres.

What awards has your company received?

Rospa safety, Rospa MORR, International safety awards (British safety council), QSI professional driver awards (environment, safety, marketing)