Frequently Asked Questions

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Frequently Asked Questions About Heathrow Gatwick Cars

Planning an airport transfer, private taxi or chauffeur journey in London? Heathrow Gatwick Cars answers common questions about booking, quotations, airport pickups, meet and greet, flight delays, vehicle options, luggage, child seats, payments and cancellations.

We provide pre-booked private hire transportation for journeys to and from Heathrow Airport, Gatwick Airport and other London airports, as well as hotels, seaports, business addresses and destinations throughout the UK. Our aim is to make arranging your journey straightforward, with clear booking information and a vehicle suited to your passengers and luggage.

If you cannot find the answer you need below, please contact our booking team for assistance or a personalised quotation.

Booking and Quotations

How do I obtain a quotation or make a booking?

To request a quotation or arrange a private airport transfer, visit the Heathrow Gatwick Cars homepage and use the online quotation and booking facility.

Enter your pickup address, destination, travel date, required pickup time, number of passengers and luggage details. For airport collections, provide your flight number, arrival airport and terminal so that the pickup arrangements can be coordinated correctly.

If your journey is not available through the online booking system, or you require a specialist vehicle, multiple vehicles, a long-distance journey or a bespoke itinerary, contact us for a personalised quotation.

Should I book my airport transfer in advance?

Yes. Advance booking is recommended, particularly for early-morning departures, late-night arrivals, airport-to-airport transfers, executive vehicles and larger groups. Booking ahead gives our team time to review your requirements and arrange an appropriate vehicle.

A booking request should not be treated as confirmed until you have received confirmation from Heathrow Gatwick Cars. Short-notice enquiries may be considered, subject to vehicle and driver availability.

How long does it take to receive booking confirmation?

Bookings are reviewed and confirmed by our team. Processing times can vary according to the journey, vehicle requirements, time of day and whether the booking needs manual review.

Please check your email, including your junk or spam folder, for our response. If you have submitted a booking request but have not received confirmation, contact us before assuming that a vehicle has been allocated. For urgent or same-day enquiries, please telephone our booking team.

Can I make a last-minute or same-day booking?

Last-minute bookings may be possible, but availability cannot be guaranteed until the booking has been accepted and confirmed. Contact our team directly with your pickup location, destination, required time, passenger numbers and luggage requirements so that we can assess your request.

What information should I provide when booking?

To help us arrange your journey accurately, please provide:

  • Your full pickup address and destination.
  • The date and requested pickup time.
  • Your flight number, arrival airport and terminal, where applicable.
  • The number of adults, children and infants travelling.
  • The number and approximate size of suitcases and other luggage.
  • Your preferred vehicle category, if applicable.
  • Any child seats, accessibility requirements, additional stops or special arrangements.
  • A working contact number and email address.

Providing accurate information helps us select a suitable vehicle and prepare the correct pickup instructions.

Prices, Quotations and Journey Costs

What is included in my quoted price?

Your quotation sets out the agreed price for the journey and any services or charges included in that quotation. Where applicable, the price may include VAT, London Congestion Charge costs and other specified journey expenses.

Airport parking, terminal drop-off charges, meet-and-greet services, child seats, additional waiting time and other optional services may be itemised separately. Always check your quotation to establish which charges are included and which are payable in addition.

Are your airport transfer fares fixed?

We provide a quoted fare based on the journey details and vehicle requested. The quotation applies to the agreed itinerary and requirements. Additional stops, changes of destination, extra waiting time, changes in passenger or luggage requirements and other variations may affect the price.

We recommend confirming any proposed changes with our office before the journey rather than assuming that they can be accommodated at the original fare.

Do you charge extra for airport parking?

Airport parking arrangements depend on the collection or drop-off service selected. For airport pickups involving parking, the applicable car park costs and waiting arrangements will be explained in your quotation or booking terms.

Where parking or terminal drop-off charges are not included in the quoted fare, they may be charged separately. Please check your booking confirmation if you need a breakdown of these costs.

Is meet and greet included in the transfer price?

Meet and greet is an additional service unless it is expressly included in your quotation. Heathrow Gatwick Cars currently quotes £20 for meet and greet, subject to the terms confirmed for your particular booking.

The service is intended to help passengers identify and meet their driver in the airport arrivals hall. It does not mean that the driver can accompany passengers through airport security, immigration or passport control.

Read more about our airport meet-and-greet service.

Can I request a quotation for a long-distance journey?

Yes. In addition to London airport transfers, we accept enquiries for journeys between airports, towns, cities, hotels, cruise terminals and other UK destinations, subject to availability.

For a personalised quotation, provide the full route, travel date, pickup time, passenger numbers, luggage requirements and preferred vehicle. Return journeys and itineraries involving several stops should be specified when requesting the quote.

Vehicles, Passengers and Luggage

Which vehicle will be allocated to my booking?

The appropriate vehicle depends on the number of passengers, luggage capacity, vehicle category requested and availability. Our fleet includes saloon cars, executive vehicles, Mercedes-Benz V-Class MPVs, larger people carriers and other vehicle categories for private and group transportation.

Where a particular make, model or category is important to you, specify this when requesting your quotation. A specific vehicle should not be assumed unless it has been agreed and confirmed.

Explore our fleet of vehicles to review the available options.

Can you accommodate a group of seven or eight passengers?

Yes, larger people carriers and suitable multi-passenger vehicles may be available for groups of seven or eight. The correct choice depends on the number of passengers, luggage and any additional equipment being carried.

Tell us how many people are travelling and how many suitcases you expect to bring. Passenger capacity alone does not guarantee that a vehicle will have sufficient space for every passenger and all their luggage.

How much luggage can I bring?

Luggage capacity varies by vehicle. A suitcase, cabin bag, pushchair, wheelchair or other bulky item may require more space than a standard passenger seat allocation suggests.

Please provide an accurate estimate of your luggage when booking, including large suitcases and oversized items. If the luggage requirements change after confirmation, contact us as early as possible so that we can review the vehicle arrangements.

Can I request an executive car or luxury chauffeur vehicle?

Yes. Executive and chauffeur-driven vehicle options can be requested for business travel, airport collections, private occasions and other journeys, subject to availability.

Tell us your preferred vehicle category and any requirements concerning passenger numbers, luggage or presentation. We will advise which suitable options can be quoted for your journey.

Can I book more than one vehicle?

Yes. Multiple vehicles can be requested for larger parties, corporate groups, family travel and coordinated airport transfers. Please provide the total number of passengers, luggage requirements, pickup locations, destinations and required arrival times.

Multiple-vehicle bookings should be arranged in advance so that availability and coordination can be reviewed.

Airport Pickups and Meet and Greet

How will I find my driver at Heathrow or Gatwick Airport?

Your pickup instructions depend on whether you have booked meet and greet or another airport collection arrangement.

With meet and greet, your driver will meet you at the agreed location in the arrivals hall, normally holding a name board displaying the name supplied with your booking. The exact meeting point will be provided or agreed in your booking instructions.

Keep your mobile phone switched on and check any messages from your driver. If you cannot locate the driver, contact the number supplied in your booking confirmation or telephone our office for assistance.

Does meet and greet mean the driver will meet me at passport control?

No. Meet and greet takes place at the agreed meeting point in the airport arrivals hall, after passengers have completed immigration, collected their luggage and entered the public arrivals area where the driver is permitted to wait.

The driver cannot accompany you through security or passport control. If you need additional time to clear immigration, collect luggage or arrange assistance, please consider this when planning your collection and contact us if you require a different arrangement.

Can I arrange a pickup without meet and greet?

Yes. Depending on the airport and the collection arrangement agreed, you may be able to contact your driver when you are ready to leave the terminal and meet at the designated pickup location.

This option is different from meet and greet inside the arrivals hall. Follow the instructions provided with your booking and do not leave the terminal on the assumption that the driver can collect you from any location outside it.

What if I do not have a working UK mobile number?

Please tell us before travelling if you will not have a working mobile number on arrival. This allows our team to discuss suitable meeting arrangements in advance.

International roaming, airport Wi-Fi and public telephone availability should not be relied upon without checking. Make sure you have the booking confirmation and the relevant contact instructions available when you travel.

Do you provide airport transfers from all Heathrow terminals?

We accept enquiries for pickups and drop-offs at Heathrow Terminals 2, 3, 4 and 5, subject to the requested service and booking arrangements. Please specify the correct terminal when requesting your quotation.

For Heathrow arrivals, providing your flight number helps us identify the correct arrival information. For departures, allow sufficient travel time for traffic, airport procedures and airline check-in requirements.

Do you collect passengers from Gatwick North and South Terminals?

Yes. We accept bookings for Gatwick Airport’s North and South terminals. Please specify the correct terminal and provide your flight details for an arrival pickup.

If you are connecting from Gatwick to Heathrow, or from Heathrow to Gatwick, tell us both the arrival and departure flight details where relevant. We can then quote for the requested direct transfer.

Read more about our Gatwick to Heathrow transfers and Heathrow to Gatwick transfers.

Flight Delays, Waiting Time and Missed Connections

What happens if my flight is delayed or arrives early?

When flight details are supplied for an airport arrival pickup, our team can monitor the relevant flight information to help coordinate the collection. An early or delayed arrival may affect the planned meeting time.

Flight monitoring does not remove the need to provide accurate flight information or follow your booking instructions. If your airline changes your flight, your flight number changes or your travel plans are disrupted, contact us as soon as possible.

How long will my driver wait after my flight lands?

The applicable waiting period depends on the collection arrangement, flight type, booking terms and any meet-and-greet service selected. Your confirmation and applicable terms should be checked for the waiting time included in your booking.

Airport arrival pickups can involve time for disembarkation, immigration, baggage collection and walking to the meeting point. If you expect to need additional time, please tell us in advance where possible.

Will I have to pay extra if I take longer to clear customs?

Additional waiting-time or parking charges may apply when the waiting allowance specified for your booking has expired. The amount depends on the applicable terms and any arrangements agreed in advance.

If you anticipate a lengthy immigration queue, delayed baggage or other problem, contact your driver or our office as soon as you can. We will advise you according to the circumstances and the arrangements for your booking.

What happens if I cannot find my driver?

First, check the meeting point and contact details in your booking confirmation. Check your mobile phone for a message or call from your driver, and contact the driver or our office using the supplied details.

Please remain at or return to the agreed meeting point unless instructed otherwise. Do not assume that the driver has left or that your booking has been cancelled without speaking to our team.

What should I do if my flight is cancelled?

If your airline cancels your flight, contact Heathrow Gatwick Cars as soon as you receive the notification. Provide your booking reference, original flight details and any revised travel information.

We will review the available options in accordance with your booking terms, vehicle availability and the circumstances of the cancellation. Any changes or refunds will be handled under the applicable booking and cancellation conditions.

Can I request a later pickup time after landing?

Yes, you can ask whether a later pickup time can be arranged. Please make the request as early as possible, ideally before the travel date, so that the revised collection can be reviewed.

A later pickup may affect driver scheduling, waiting time or the price. Do not assume a change has been accepted until it has been confirmed.

Child Seats, Infants and Accessibility

Can I book an airport transfer with an infant or child?

Yes. Families travelling with infants and children are welcome. Every child must be included in the passenger count when requesting your quotation, and you should tell us the age of each child and whether a child seat or booster seat is required.

The vehicle must be suitable for the passengers and luggage travelling together. Please provide these details before the booking is confirmed so that the appropriate arrangements can be considered.

Do you provide child seats and booster seats?

Child seats and booster seats may be available on request, subject to availability and the child’s requirements. Additional charges may apply, and the applicable price will be confirmed with your quotation.

When booking, specify the number of seats required and each child’s age and, where relevant, height or weight. Do not assume that a child seat will be supplied unless it has been requested and confirmed.

Can I travel with a pushchair or wheelchair?

Tell us about any pushchair, wheelchair, mobility aid or other bulky equipment when requesting your quotation. The required vehicle depends on the equipment’s dimensions, the number of passengers and the luggage being carried.

If you require step-free access, assistance boarding or another specific accessibility arrangement, please explain your needs before booking so that we can assess whether a suitable vehicle and service are available.

Payments, Receipts and Account Facilities

How can I pay for my airport transfer?

Heathrow Gatwick Cars accepts payment by the methods specified in your booking instructions. These include secure card payment by payment link and bank transfer where offered.

Cash payments are not currently accepted, and drivers do not carry card payment machines. Please arrange payment using the method provided by our office and ensure that any payment deadline in your booking confirmation is met.

Are there card payment fees?

Card payments may incur a payment-processing fee. Where a fee applies, it should be disclosed as part of the payment or booking information. Bank transfers do not incur the card-processing fee charged by our payment gateway.

Please review the amount and terms shown before completing your payment. If you have a question about a charge, contact our office before making payment.

Are my payment card details safe?

Card payments are processed through our payment provider’s payment system. Heathrow Gatwick Cars does not intend to collect or store your full payment card details through the website booking enquiry itself.

Always check that a payment request relates to your booking and comes through an authorised payment channel. If you receive an unexpected payment request or have concerns about its authenticity, contact our office using the contact details published on our website.

Will I receive a receipt or VAT invoice?

Your booking and payment confirmation provides a record of the transaction. If you require a VAT invoice or another receipt for your records, contact our office and provide your booking reference and the details required for the document.

Business customers should tell us about any invoicing requirements when making the booking, particularly if a company name, billing address or purchase reference is needed.

Do you provide corporate or business account facilities?

Corporate and business account arrangements may be available subject to application and approval. Companies requiring regular airport transfers, executive transportation or transport for visiting staff can contact our team to discuss their requirements.

Please provide your company details, anticipated journey frequency, typical routes, passenger requirements and invoicing needs. Account terms will be confirmed separately where an application is accepted.

Is a tip included in the fare?

A tip is not automatically included unless your quotation expressly states otherwise. Gratuities are optional and entirely at the passenger’s discretion.

Changes, Cancellations and Refunds

Can I change my booking after it has been confirmed?

Please contact our office as soon as possible if you need to change your pickup time, address, destination, passenger numbers, luggage requirements or vehicle category.

We will review the requested change against vehicle and driver availability. Changes that affect the agreed journey or price may require a revised quotation or a new booking. A change is not confirmed until our team has accepted it.

How do I cancel my booking?

To cancel a booking, contact our office in writing and include your booking reference, travel date and the name used to make the reservation. Please use the contact details in your confirmation and retain the cancellation acknowledgement for your records.

Cancellation charges and refund eligibility depend on the applicable terms, the time remaining before the journey and whether a driver has already been dispatched. Please read our Refund Policy and Cancellation Terms before cancelling.

Will I receive a full refund if I cancel?

A full refund is not available in every cancellation situation. The applicable refund depends on the booking terms, the notice given, the payment method and the circumstances of the cancellation.

Our published refund policy explains the applicable cancellation charges and the circumstances in which a refund may be due. If Heathrow Gatwick Cars is unable to provide the booked vehicle, the refund arrangements will be handled in accordance with that policy.

How long does a refund take?

Once a refund has been approved and processed, the time it takes to appear in your account may depend on your payment provider and bank. Card refunds are normally returned through the original payment method, subject to the applicable terms and any valid deductions explained in the refund policy.

If you have not received an expected refund, contact us with your booking reference, cancellation confirmation and payment details sufficient to identify the transaction. Do not send your full card number or security code by email.

Lost Property and Customer Support

What should I do if I leave something in the vehicle?

If you believe you have left an item in a vehicle, contact us as soon as possible. Provide your booking reference, journey date, pickup and destination, a description of the missing item and the best way to contact you.

We will make reasonable enquiries with the driver concerned. If the item is located, we will discuss suitable collection or delivery arrangements. Delivery or return journeys may incur additional charges, which will be explained before arrangements are made.

How do I contact Heathrow Gatwick Cars?

You can contact our booking team through the Contact Us page.

Heathrow Gatwick Cars
Crony Trading Ltd
218 Portland Road
London SE25 4QB
United Kingdom

Telephone: +44 (0)20 8656 4509
Email: info@heathrowgatwickcars.com
Website: www.heathrowgatwickcars.com

More Information About Our Airport Transfer Services

Explore these pages for further details about booking and planning your journey:

Still Have a Question?

If your question has not been answered, please contact Heathrow Gatwick Cars with your journey details. Our team can help you request a quotation, clarify pickup arrangements and establish which vehicle and services are suitable for your requirements.

Get a Quote Today or Contact Us for Assistance.

Last updated: 10 October 2026. Please refer to your booking confirmation and the applicable terms for the latest prices, service arrangements and cancellation conditions.