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Airport Pickups London — FAQ

✅ 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., [email protected], [email protected]).

🕒 Journey Information & Timing

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 in Terms 2.1 & 2.2.

Do you provide Meet & Greet?

Yes — included in your fare. Your confirmation email includes a meeting-point map and instructions showing exactly where your driver will wait with an Airport Pickups London name board.

💷 Pricing & Payment

Are there any additional charges?

No — all prices are fixed and include flight monitoring, waiting time, airport parking, and taxes.

Are prices per car or person?

All prices are per vehicle, not per passenger.

💳 Payment Options

What payment methods do you accept?

Credit/Debit Cards, Cash (GBP), PayPal, Apple Pay, and Google Pay. Online payments use our secure encrypted gateway.

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 (e.g., collecting outside London), 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/hard-shell luggage may not fit. If it doesn’t fit, we can send an additional vehicle. See Terms 3.7 and check the Fleet page.

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 or cross-border journeys, please contact us.

👶 Child Seats & Family Travel

Do you provide child seats?

Yes — free of charge. Max 3 seats per vehicle (Saloon 1, MPV 2, Minibus up to 3). For 4+ children, email [email protected] 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 & Airport VIP Assistant 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 [email protected], WhatsApp +44 73 8790 1028, call 0208 688 7744 or visit the Porter Service page.

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.

What VIP assistant options are available?

Airside Meet & Assist: meet at airplane door, help with fast-track immigration & luggage.
Arrivals & Departures Hall Assistant: meet at arrivals gate or departure hall; coordinate large groups and coach/minibus transfers.

How can I book the VIP Assistant Service?

Book via the Heathrow VIP Meet & Assist page, or email [email protected], WhatsApp +44 73 8790 1028, or call 0208 688 7744.

🪪 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, make/model/colour, and the driver’s live GPS location on the map.

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) or ask an information desk to call us.

🚕 Live Tracking — Track My Taxi

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 [email protected] 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 & Passenger 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?

👧 Unaccompanied Minor (UMS) Transfers

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 [email protected]. We’ll share the driver’s photo, ID and vehicle details for airline records. See our UMS page.

💼 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 [email protected].

Do you offer special tools for business clients?

Yes — a dedicated dispatch system to book/amend trips, track vehicles live, communicate with drivers and download invoices.

🧾 Customer Support & Contact

How can I contact you?

Phone (UK): 0208 688 7744 • From abroad: +44 208 688 7744 • WhatsApp: +44 73 8790 1028 • Email: [email protected] • Contact page • Live Chat on our website (24/7).

My phone isn’t working — how can I contact you?

Use free Wi-Fi at UK airports/ports (WhatsApp/Live Chat), or ask an airport information desk to call us.

Lost property, visa/immigration & luggage delays

Tell us immediately — we’ll adjust driver timing or rearrange your vehicle. Lost items are stored securely at our Heathrow office; collect by appointment or request postage.

Are pets allowed?

Guide dogs welcome free of charge. Other pets allowed; a valeting fee may apply for hygiene/allergies — please inform us in advance.

⚙️ Tech & Convenience

Can I book on behalf of someone else?

Yes — enter the passenger’s details and they’ll receive all updates. If both of you want emails, separate addresses with a comma.

Can I download my booking confirmation or invoice?

Yes — anytime in Manage Booking.

How do I track my vehicle or driver?

When your driver is en route, view live GPS, ETA and vehicle details by logging into Manage Booking. Updates are real time.

Can I communicate with the driver online?

There’s no live chat with the driver on the site, but our office is on Live Chat/WhatsApp. Once assigned, we share the driver’s phone and WhatsApp for direct contact.

Do you offer mobile-friendly booking?

Yes — our site is fully responsive for booking, payment, changes and tracking.

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.

Company

Cruise Taxi

airports

Customer Care 24/7

+44 208 688 7744

24/7 Dedicated Customer Support

[email protected]

+44 73 8790 1028