FAQ

You can make bookings using our mobile app, website, email, or simply call us on 0208 864 9999. Our operators are available 24/7! Simply call our number at any time of the day and one of our professional and trained agents will be happy to assist you.

A grace period of 40 minutes is offered for international flights before waiting time is charged. 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 the applicable waiting time charges. We monitor delays and update the time we send your driver in accordingly

Your driver will meet you at Arrivals with an Airport Direct name board. We use your flight number to track your flight and ensure your driver is waiting for you when you land. If in doubt, please feel free to call your driver directly, their number will be sent to you in the arrivals SMS message.

We accept all major credit and debit cards. If you have not previously used a card to make a payment you might be subject to our verification process – this is simply to verify and avoid fraudulent transactions. How does that work? The operator will send you a link either via a text or email, you will be required to enter your card details along with your pin and authorize the transactions. What if your card gets declined? Cards can decline for various reasons and no fault of yours, therefore if you are a regular customer the operators will pass your details over to the accounts department to attempt to authorize the card the next day. If you do not have a previous history or lack of then you will be requested to provide an alternative card or make a cash payment.

That’s absolutely fine, however at the time of booking please let the operator know so we can send you a pet-friendly driver. Is there any extra charge for the pet? Yes, there is a £5 extra for pets.

It is not a legal requirement for a child to travel in a car seat in a Taxi or Private Hire vehicle if one is not available.