Help Center
Find answers about your journey, payments, and business services.
Booking & Confirmation
How will I know if my booking is confirmed?
You’ll receive an immediate confirmation email with your booking reference, journey details, and a link to Manage Booking. If you use WhatsApp, we also send your confirmation there automatically.
Can I make changes to my booking?
Yes — update pickup time/date, addresses, or notes up to 24 hours before pickup via Manage Booking. For urgent same-day changes, contact us 24/7.
Can I cancel my booking?
Yes — cancellations > 24h before pickup are refundable (see Terms 5.1). Cancel via Manage Booking.
Will the driver contact me before pickup?
The driver may contact you shortly before pickup. You’ll also see driver & vehicle details in Manage Booking. Our team is available 24/7 by phone, WhatsApp, or Live Chat.
What if I booked for someone else?
Enter the passenger’s contact details during booking — they’ll receive confirmation, updates, and live tracking. If both of you want emails, separate addresses with a comma (e.g., you@example.com, passenger@example.com).
Journey Information & Meeting Points
Do you provide Meet & Greet? Where do I find the driver?
Yes — Meet & Greet is included. Your driver will be waiting inside the Arrivals Hall (after you collect luggage and pass customs). They will be holding a name board with "Airport Pickups London". We also send you a meeting point map in your confirmation email.
How long will my journey take?
Heathrow → Central London: ~60 mins • Gatwick → Central London: ~1h30 • Stansted → Central London: ~1h30 • Luton → Central London: ~1h20 • London City → Central London: ~30–45 mins.
What if my flight is delayed?
We track your flight in real time and adjust pickup automatically — no extra charge for delays.
What if my flight is cancelled?
We can refund or reschedule to a new date/time. See Terms 5.1.
How long will my driver wait at the airport?
30 minutes free waiting after your requested pickup time. Extended waiting charges apply thereafter (see Terms).
Pricing
Are there any additional charges?
No — all prices are fixed and include flight monitoring, waiting time, and airport parking.
Are prices per car or person?
All prices are per vehicle, not per passenger.
Payment, Tipping & Currency
What payment methods do you accept?
Credit/Debit Cards (Amex/Visa/Mastercard), Cash (GBP), PayPal, Apple Pay, and Google Pay. Online payments use our secure encrypted gateway.
Can I pay in US Dollars, Euros, or other currency?
For the fare, drivers generally require GBP (Pounds). However, for tips/gratuities, drivers are happy to accept US Dollars or Euros if you haven't had a chance to visit a currency exchange yet.
Do I need to tip the driver?
Gratuities are discretionary in the UK. If you are happy with the service, a tip (10–15%) is appreciated but not mandatory.
Can I pay over the phone?
No — for your security, we don’t take card details over the phone. Please pay via Manage Booking.
Do I need to pay a deposit?
For some long-distance or international trips, a deposit may be requested to secure the driver/vehicle.
Vehicles & Luggage
What vehicle types do you offer?
Saloon (3 pax / 3 medium suitcases), MPV (5 / 5), 8-Seater Minibus (8 / 8), Executive Mercedes range for VIP/business travel. View our Fleet.
Are your vehicles licensed and insured?
Yes — licensed by Transport for London and the Royal Borough of Windsor & Maidenhead, with a PSV licence for minibuses.
How much luggage can I bring?
Vehicle limits: Saloon 3 medium suitcases • MPV 5 • 8-seater 8. Oversized or hard-shell luggage may not fit. If it doesn’t fit, we can send an additional vehicle.
Do you allow sports equipment or oversized items?
Yes — golf clubs, skis, surfboards, wheelchairs, strollers, etc. Please choose an MPV or Minibus and mention items when booking.
Areas We Cover
What areas do you cover?
All UK airports, cities, and cruise ports, plus European transfers (e.g., Paris, Brussels, Amsterdam). For long-distance journeys, please contact us.
Family & Child Seats
Do you provide child seats?
Yes — free of charge. Max 3 seats per vehicle. For 4+ children, email info@aplcars.com to arrange a suitable minibus setup.
Can I bring my own child seat?
Yes — and our driver will help fit it. If you have a return booking with us, we can store your seat safely at our Heathrow office until your return date (free).
Is a child seat mandatory in PHVs?
UK law exempts taxis & PHVs. Children aged 3+ must wear an adult seatbelt; under-3s may travel unbelted on rear seats. We still recommend using a child seat for safety.
Cruise Port Transfers
Do you offer cruise port transfers?
Yes — Southampton, Dover, Harwich, Portsmouth. We cover any London hotel/address/airport or UK postcode to cruise ports and back.
Where will I meet my driver?
Arrivals: disembarkation gate • Departures: embarkation gate • Meet & Greet included.
Do you track ship arrivals?
Yes — we monitor ship schedules and adjust pickup times accordingly.
Porter & VIP Services
Do you provide porter assistance for luggage?
Yes — at all major airports and cruise ports. Porters assist from baggage belt to vehicle.
How can I book porter service?
Email info@aplcars.com, WhatsApp +44 73 8790 1028, or call 0208 688 7744.
Can my driver carry my suitcases into my home?
No — drivers are not permitted to enter homes/apartments. They’ll assist up to your gate, door or building entrance.
What is the Airport VIP Assistant Service?
Dedicated agents provide a tailored, stress-free experience — from airplane door to vehicle (or vice versa). Ideal for first-time international travellers, families, VIPs and large groups.
Driver & Vehicle Information
Can I see my driver’s information before pickup?
Yes — in Manage Booking you’ll see driver name & photo, licence number, vehicle registration, and the driver’s live GPS location.
How do I know my driver is authorised?
All drivers are licensed, insured and background-checked by TfL or RBWM, and wear their official licence badge while on duty.
I can’t find my driver — what do I do?
Call 0208 688 7744 or WhatsApp +44 73 8790 1028. If your phone isn’t working, use free airport Wi-Fi (WhatsApp/Live Chat).
Live Tracking
Can I track my taxi in real time?
Yes — when your driver is en route, log into Manage Booking to view live GPS, ETA and vehicle details.
Can I contact the driver through tracking?
We share your driver’s phone and WhatsApp contact details once assigned. You can also contact our office via Live Chat or WhatsApp anytime.
Accessibility
Do you provide wheelchair-accessible vehicles?
Yes — please email info@aplcars.com in advance so we can allocate a suitable vehicle.
Do drivers assist passengers with mobility needs?
Yes — they assist with boarding and luggage, but cannot lift passengers for safety/insurance reasons.
Lady Drivers & Safety
Do you have lady drivers?
Yes — many experienced female drivers. Request one at booking and we’ll do our best to arrange it.
What if I don’t feel comfortable with my driver?
Contact us immediately — we’ll replace the driver right away and ensure your comfort and safety.
Unaccompanied Minors (UMS)
Do you offer transfers for children travelling alone?
Yes — dedicated UMS for under-14s.
What does your UMS service include?
Departures: driver assists with check-in. Arrivals: driver liaises with airline staff for a smooth handover.
How can I book UMS?
Email info@aplcars.com. We’ll share the driver’s photo, ID and vehicle details for airline records.
Contact & Support
How can I contact you?
Phone (UK): 0208 688 7744 • From abroad: +44 208 688 7744 • WhatsApp: +44 73 8790 1028 • Email: info@aplcars.com • Live Chat on our website (24/7).
Are pets allowed?
Guide dogs welcome free of charge. Other pets allowed; a valeting fee may apply — please inform us in advance.
Tech & Convenience
Can I download my booking confirmation or invoice?
Yes — anytime in Manage Booking.
Do you offer mobile-friendly booking?
Yes — our site is fully responsive for booking, payment, changes and tracking.
Corporate & Business Accounts
Do you provide corporate accounts?
Yes — monthly invoicing, priority bookings and a dedicated account manager.
How do we open an account?
Apply via the Corporate Account page or email info@aplcars.com.
Do you offer special tools for business clients?
Yes — a dedicated dispatch system to book/amend trips, track vehicles live, and download invoices.
Since 2007, Airport Pickups London (APL) has been providing executive transfer service from all London airports. Using our experience, we have the expertise to ensure that we give our clients a complete service from start to finish. Whether it's Heathrow, Gatwick, Luton, Stansted or the City Airport, we have you covered. We can even transfer clients from key UK cruise ports such as Southampton, Portsmouth or Dover. Our reliable fleet and expert drivers, ensure that all transfers are handled with precision and professionalism.
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