Frequently Asked Questions

You’ll probably have a few questions by now…so we’ve jotted down a few answers:

How do I make a booking?

You can make a booking over the phone or by email. To book over the phone please call 0845 872 0350. Email

Must all bookings be made in advance?

We strongly advise booking 24 hours in advance to avoid disappointment, however, last minute bookings can be accommodated.

Do I need a UK mobile to make a booking?

No, you do not need a UK mobile to make a booking. Our drivers can call both UK and International mobiles providing your phone is set up to receive calls in the UK.

What if my mobile doesn't work in the UK?

If your mobile doesn’t work in the UK you can still call us from another phone. Just find a phone and dial the number 0845 872 0350.

I have completed a booking request, what happens next?

Shortly after completing the booking form you’ll receive a Booking Confirmation, by email. This Booking Confirmation will outline your journey in full and include your unique Job Number. Once you’ve received your Booking Confirmation you can be sure your car is booked.

How can I change or cancel my booking?

To change or cancel your booking please email  or give us a call on 0845 872 0350. To avoid confusion please always mention your Job Number.

What is your cancellation policy?

Our cancellation charges are as follows:

  • Heathrow Pick-ups:
    – If you cancel 6 or more hours before the flight arrives we’ll refund the full fare.
    – If you cancel less than 6 hours before the flight arrives the full fare is retained.
  • Non-Heathrow Pick-ups (inside M25):
    – If you cancel 8 or more hours before the pick-up time we’ll refund the full fare.
    – If you cancel less than 8 hours before the pick-up time the full fare is retained.
  • Non-Heathrow Pick-ups (outside M25):
    – If you cancel 12 or more hours before the pick-up time we’ll refund the full fare.
    – If you cancel less than 12 hours before the pick-up time the full fare is retained.

Making changes the day before your booking
If you need to change or cancel your booking the day before please let us know by 4pm at the latest. Any changes made after 4pm may be chargeable.

What is your waiting time policy?

For non-airport collections we offer a fifteen minute grace period. This means we will not charge you anything for the first fifteen minutes of waiting. Once the fifteen minute grace period has expired, waiting time is charged retrospectively to the original pick-up time at a flat rate of:

Standard Car: 70p per minute or £42.00 per hour.
Executive Car (Business Class): 90p per minute or £54.00 per hour.
VIP Car (First Class): £1 per minute or £60.00 per hour.

How are fares calculated?

We calculate our fares using distance and journey time. We also charge fixed amounts to/from different postcodes. Remember, we operate a fixed price policy meaning each fare is agreed upon before the journey takes place, regardless of the route or time taken.

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

You can, however, multiple drop journeys need to be booked over the phone.

Can you provide child car seats?

Yes, we can provide child car seats at an additional cost of £10.00 per seat. There is a section on the booking form where you can specify the child age and the type of seat/s you require (rear facing, forward facing or booster).

Are your vehicles wheelchair accessible?

Unfortunately we cannot provide wheelchair accessible vehicles (WAVs) as none of our cars are fitted with ramps or lifts. We can however accommodate foldable wheelchairs providing they can fit in the boot of the car.

How do I pay for my journey?

You can pay for your journey on an account basis, payment terms are strictly 14 days from the invoice date. Credit card bookings will incur a booking surcharge of 5%.

Do you charge VAT?

All prices exclude VAT charged at 20%

How do I meet my driver at the airport?

There are two options to meet your driver at the airport; Meet & Greet and Call on Arrival. For Meet & Greet collections you can expect to see your driver standing next to the arrivals barriers holding a sign displaying your name. For Call on Arrival collections you can call us when you’re ready and meet your driver at the meeting point within 15 minutes. Both options are explained further on the booking form.

What happens if my flight arrives late?

You’re not to worry if your flight arrives late as we monitor your landing time as part of the service.

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

If you cannot see your driver please give us a call and we shall assist you.

How long will the driver wait for me?

We are happy to wait for up to 45 minutes after the flight lands as part of the meet and greet service. If there has been no contact made during this time we will pull the driver out and you will be charged the full fare (No-Show). If you’d like us to wait longer than 45 minutes, please inform us on the day you make the booking. Waiting time and car parking are charged after this time at the applicable rate.

CALL US 0845 872 0350 OR BOOK ONLINE


Our number is changing!
From the 10th July you can reach the ICR office on
0333 3606 329