FAQ’s
You can book your ride online through our booking portal, by phone, or via email. After submitting the booking form, you will receive a confirmation email or text message containing your booking number and payment receipt. If you prefer, you can email us the details of your journey, and we will manually prepare your reservation and provide you with a secure payment link.
Absolutely, customers will receive a comprehensive confirmation of their booking details via email.
We utilize a fixed fare structure that includes parking and toll fees, regardless of the route taken or the time required. All prices are inclusive of VAT.
You can pay for your journey using a debit or credit card through our online booking portal, or you can contact us to receive a payment link via text message, which is a simple and secure payment method. For security and safety reason we do not take any card information over the phone. We accept all type of Debit/ Credit card including American Express.
To modify or cancel your reservation, please reach out to us via email or utilize the contact form available on our website.
Cancellations can be made free of charge up to 3 hours before pick-up in the Greater London area, 6 hours for locations outside London, and 12 hours for any hourly service as specified. If these timeframes are not met, the full amount will be retained.
These terms are applicable to all vehicles, with the exception of the Mercedes Benz Sprinter Van(16 Seaters) and Rolls Royce. For these specific vehicles, a notification of at least one week is required for any complimentary cancellation.
We highly recommend that our clients make reservations in advance to prevent any potential issues. It is generally advisable to book your ride at least 24 hours in advance.
Our online booking portal permits passengers to reserve only one specific terminal. If you need to arrange for drop-off at another terminal, please contact us via email to make the necessary arrangements. Please note that additional fees will apply in this situation.
Yes, it is essential to inform us if you have an extra passenger.
Passengers have the option to request an additional stop by sending an email. Please note that this will incur extra charges.
Absolutely, we provide customizable tour options. You can tailor your itinerary to include specific landmarks, attractions, or activities that you wish to see. Please discuss your preferences with our team during the booking process.
Our support team is available around the clock to assist you with any concerns you may encounter. You can contact them through email, phone, or the online chat feature.
For any concerns, you can contact us by calling our helpline (UK: +44 203 3938 450 and USA: +1 800 509 1243) or by emailing info@heathrowcarrier.com.
Our servers utilize TLS/SSL encryption to guarantee security and privacy, which we consider to be our highest priority.
For pickups not at the airport, we provide a grace period of 15 minutes. For airport and cruise terminal pickups, the grace period is extended to one hour, while for train station pickups, it is set at 30 minutes. After these timeframes, the following charges will be incurred:-
Rest assured, if your flight arrives ahead of schedule or is delayed, we will keep track of your landing time as part of our service.
Upon your flight or train's arrival, our dedicated Chauffeur will reach out to you via call or text to inform you that they are waiting for you at the arrival barrier, located just after the baggage claim exit gate, holding a sign with your name.
If you are unable to locate your chauffeur, please contact us directly or utilize the live chat feature on our website. We advise against leaving the area until you have communicated with our office dispatch team.
The luggage allowance is determined by the type of ride you have selected. If you plan to bring more luggage than permitted, please verify in advance that your vehicle can accommodate all your bags.
Certainly, your chauffeur will assist you with your luggage when loading it into the vehicle; however, please be aware that we do not offer Concierge Services.
If you leave behind luggage or a personal item in one of our vehicles, please reach out to us immediately. Our drivers are instructed to check for any forgotten items after each ride. For assistance with a lost item, you can call our helpline, email us, or chat with one of our operators directly on our website (available in the bottom corners).
Yes, all our chauffeurs maintain a high level of discretion and have signed confidentiality agreements. Any conversations held in the vehicle will remain confidential.
We offer a range of amenities to enhance your travel experience, including complimentary Wi-Fi, phone chargers, water, and tissues. Please contact with us to discuss your specific needs before booking.
Yes, we can supply child car seats for an additional fee of £10.00. However, you must inform us prior to your booking. Child car seats are not offered with the Mercedes E-Class, S-Class, or Range Rover. We recommend selecting a Luxury MPV or Executive MPV for vehicles equipped with car seats.
Regrettably, we are unable to offer vehicles that are wheelchair accessible.
Heathrow Carrier maintains a stringent non-smoking policy. If you are a smoker, please inform your chauffeur so that smoking breaks can be accommodated.
Heathrow Carrier offers wedding services exclusively within the Greater London area.
Yes, Heathrow Carrier offers complimentary ribbon decorations for our customers' vehicles on their special day.
