Frequently asked questions

Enter your pickup location, destination, date and time in Booking. Then choose a suitable vehicle class and add the passenger, flight and luggage details. Check the route, price and booking conditions before completing your request.

It is best to arrange the journey once your flight and accommodation address are known. Early departures, larger groups, child seats and specialist assistance need additional coordination. There is no single notice period that guarantees a vehicle for every route.

Check your date and time in Booking. For an urgent request, contact us and wait for availability to be confirmed. Submitting a form or enquiry does not by itself mean that a vehicle has been allocated.

Have the full addresses, date, local pickup time, number of adults and children, luggage count and a contact number with country code ready. For an airport arrival, include the flight number. Tell us about additional requirements before the journey is confirmed.

Yes. Provide the name and phone number of the passenger the driver will meet, together with your own contact details for coordination and payment. Clarify who should receive the journey information so the booker and passenger do not each expect the other to receive it.

Enter both journeys if the selected booking process supports this, or book the second route separately. Check the dates, addresses and flights for each direction. Discussing a possible return with the driver does not make it a confirmed booking.

Start with Booking and follow the instructions shown there. Do not create another booking simply because you do not have a password or account access. To locate an existing journey, have its reference and the email address used when booking ready.

Check the status and confirmation containing the agreed journey details. An acknowledgement that a request was received is not always a confirmed booking. If the status is unclear, contact us before travelling and quote your booking reference.

Check your spam and promotions folders and make sure the email address is correct. Then send us the booker's name, travel date and any reference you received. Do not pay or submit again until the first attempt has been checked.

Try the hotel name, postcode and full address using Latin characters. Make sure you select your actual location rather than another place with a similar name. If it still cannot be found, send us the address and route details for clarification.

Read the selected offer and booking total: they should identify the vehicle, passengers and route covered by that amount. Do not multiply the price yourself or assume a second vehicle is included. For a group, clarify the scope of the offer before paying.

Once confirmed, the price is fixed for the agreed journey details. A changed route, extra stop, different vehicle or waiting beyond the included terms may change the total. Such changes and their cost need to be agreed separately.

Check the calculation and confirmation for the route, selected class and agreed extras. Do not automatically assume extended waiting, several stops, child assistance or terminal services are included. Clarify any unclear items before confirming the booking.

Check the terms of your particular offer. Arrivals, drop-offs, extended waiting and specialist terminals may have different arrangements. Before travelling, establish which charges are included and which need separate agreement; we do not give one universal airport charge here.

The confirmed price applies while the agreed details remain unchanged. Tell us if the addresses, time, passenger count, luggage or extras change, as a revised calculation may be needed. Ask for the updated total to be confirmed before the changed journey takes place.

Use the methods offered for your specific booking or agreed with the operator. Do not assume cash, a bank transfer or a particular card is accepted without confirmation. For company payment, provide the required details before completing the booking.

Not every vehicle has a card terminal, so this must be confirmed in advance. Having a payment card does not mean the driver can accept it on the day. Without confirmation, use the payment method agreed for your booking.

Check the booking status and bank transactions: a pending transaction can differ from a completed charge. Give us the booking reference, time and amount of the attempt; do not send your full card number or security code. Check the first attempt before paying again.

Provide the company name and required billing details when booking, or send them with your booking reference. Specify the document you need and its recipient in advance. Tax details and the document's contents depend on the actual service provider and booking.

Do not confuse a voluntary tip with the agreed journey price or additional services. Any service charge in the offer should be clear before confirmation. Check any unexpected request for an extra payment with the operator, quoting your booking reference.

The site includes Heathrow, Gatwick, Stansted, Luton and London City routes. Enter your airport and final address in Booking. Journeys from other airports and private terminals are checked for the specific route requested.

Follow the meeting instructions in your confirmation and the driver's message. For an agreed meet-and-greet pickup, this is usually a designated point in arrivals. Do not go to a different car park or change terminals without contacting the driver.

Enter the passenger's name or an agreed display name when booking. For a guest or group, you can clarify a suitable wording with the operator. Do not include passport numbers or unnecessary personal information on the name board.

Check booking-related messages through the contact details you supplied. Allocation and notification times depend on how your particular journey is organised. If the information is missing or unclear before pickup, contact us with your reference.

Remain at the agreed meeting point and contact the driver or operator. Tell them the airport, terminal and a nearby landmark. Do not search different car parks without agreement, as this can make meeting each other more difficult.

Save the phone number and confirmation before flying. Check whether you can make a normal call or send an SMS; airport Wi-Fi may also be available. If your usual number will not work, provide an alternative in advance rather than relying only on a messaging app.

The flight number helps connect the pickup to your arrival, monitor changes and identify the terminal. For a connecting journey, enter the flight that actually lands at the pickup airport. Check the arrival date, which may differ from the departure date.

Follow the Booking field's instructions: scheduled landing time and agreed meeting time are not the same thing. Provide the flight and tell us about a preferred meeting time after landing. Do not add an arbitrary allowance if the field specifically asks for arrival time.

Tell the driver or operator the new details, even if the flight number is unchanged. Confirm the meeting point because entrances and parking areas can differ. Do not head to the original terminal on your own; agree what to do first.

Provide the flight numbers, terminals, passengers' contacts and preferred shared meeting point. Different arrival times may require waiting or several vehicles. The pickup plan and any waiting charges need to be agreed before booking.

We use flight information when planning the pickup. If the delay is substantial, the flight number changes or you are rebooked onto another flight, send us the new details. Check your confirmation for waiting terms and possible changes to the booking.

Flight monitoring helps account for an early arrival, but does not guarantee immediate pickup before the agreed time. Contact the driver after landing to clarify the meeting. Do not arrange another transfer without explaining the situation.

A delay before landing and waiting for a passenger after landing are different situations. Check the arrangements for each in your booking. For a long flight rescheduling, contact us because the pickup time and journey arrangements may need to change.

Your booking conditions should state the period and when it starts. Do not rely on a number of minutes taken from another page or airport. Clarify any unclear wording before travelling, particularly for child assistance or reduced mobility requirements.

Tell the driver or operator, as soon as you can, that you are still passing through control. Give an estimated exit time and keep in contact. Waiting beyond the included period may be charged under the agreed booking terms.

Tell the driver about the delay and report the issue to the airline's baggage service. Clarify whether you will wait for the luggage or leave without it. The driver cannot collect bags for you from a restricted area; any additional waiting is agreed separately.

Contact us as soon as the change is known, giving your reference, new airport and expected arrival time. Do not assume the vehicle will automatically go to another airport. The new route, availability and change or cancellation terms must be confirmed.

Tell us as soon as possible, even if you have not bought a new ticket yet. Send the new details with your booking reference when available. Rescheduling, cancellation and any refund depend on the journey conditions and actions already taken.

Send a request with the new date, time and pickup address. This is a booking change, not an automatic extension of waiting. Wait for the vehicle, price and treatment of the original booking to be confirmed before relying on the new journey.

Use the available booking contact channel and provide your reference and precise new details. A change request is not the same as a confirmed change. Follow the latest agreed confirmation, not a message you sent without receiving a response.

Provide the address, purpose and approximate duration in advance. A stop may affect the route, time and price. Even a short detour is best agreed before pickup rather than assumed to be included.

Tell us the new counts and dimensions of unusual luggage before travelling. A different class or an additional vehicle may be needed. Do not exceed the confirmed capacity: luggage cannot safely replace access space or a child's seat.

Use the stated contact channel, give the reference and clearly say that you wish to cancel the journey. Check that cancellation has been received and confirmed. Simply not appearing at pickup is not a reliable way to cancel a booking.

Check your particular booking conditions: time before pickup, type of service and work already started may matter. This page does not set a universal free-cancellation deadline. Applicable mandatory passenger rights remain unaffected.

Give us the reference of the cancelled or changed booking and request a refund assessment. The amount depends on the relevant terms and circumstances; crediting time also depends on the payment method and provider. Cancellation does not automatically confirm a full refund.

This is governed by the booking terms, including the agreed location, time and contact arrangements. Notify us promptly if you are delayed. Keep messages and agreements; do not infer a no-show solely from one missed call.

Check email, payment status and the first request's reference before submitting again. If you find a duplicate, give us both references and identify the booking you need. Cancelling one booking does not automatically cancel another.

Use the passenger count, actual luggage volume and child-seat requirements rather than just the photograph. Check the capacity of the selected class in Booking. Send dimensions of unusual luggage before the vehicle is confirmed.

A photo or example model may represent a vehicle class rather than the exact car. If a specific model is essential, agree it separately and check the confirmation. Do not treat a preference as a guarantee before it is expressly confirmed.

Yes. Include everyone, including infants, and state the child seats required. Child seats take up space and can affect how comfortably other passengers sit alongside. Do not exclude children when calculating the total passenger count.

Luggage dimensions vary, so follow the Booking descriptions and tell us the actual size of large items. One large hard-shell case does not always fit in the same way as two soft bags. Send dimensions or a photo if in doubt.

Yes, include both suitcases and hand luggage, especially if all passenger seats are occupied. Bags must be placed safely without interfering with belts, child seats or access. Do not plan to carry a large amount of luggage on passengers' laps.

Provide the type, folded dimensions and whether it folds at all. Include it with the rest of the luggage when choosing a class. A large pushchair or several pieces of baby equipment may require a more spacious vehicle.

Tell us the equipment type, case dimensions and number of luggage pieces before booking. A boxed bicycle and an assembled bicycle need different space. Transport is confirmed for a suitable vehicle; the usual suitcase allowance does not automatically cover sports equipment.

Describe the item, packaging, dimensions and placement requirements in advance. Not everything can be secured safely in a passenger vehicle. Do not treat a passenger transfer as specialist valuables or freight transport without separate agreement.

Give the full group size, luggage and child-seat requirements. The appropriate option depends on the route and availability; several vehicles may be needed. Confirm the passenger allocation and pickup arrangements for each vehicle, not just the total group size.

Equipment depends on the actual vehicle and agreed offer. Ask before booking if an amenity is essential. Do not rely solely on photographs or another class's description; arrange your own connectivity and device charging for important calls.

Provide the child's age, height and, where needed, weight, together with the number of seats and other passengers. Wait for the appropriate seat type and provision terms to be confirmed. Simply writing “travelling with a child” is not enough to select a suitable seat.

Tell us an infant is travelling and provide the details needed to select a suitable restraint. Confirming the appropriate type and placement beforehand is particularly important for infants. Do not assume any seat the driver has will be suitable.

Tell us when booking and check vehicle compatibility, including the attachment method. Allow time to install and check it according to the manufacturer's instructions. Include the seat in your luggage if it will not be used during part of the route.

This depends on the seats' dimensions, seating positions and other passengers. Provide the details of each child and the preferred arrangement. Three rear seats do not automatically mean any three child seats can fit alongside each other.

An appropriate restraint is selected using height and weight, the journey requirements and the device instructions. Provide these details in advance rather than choosing a booster solely by age. The required option should be confirmed before pickup.

Do not plan the journey around an exemption from the rules. Requirements depend on the child's age, seating position and circumstances. For a planned transfer, arrange an appropriate seat beforehand; if it is not recorded in the booking, its availability is not guaranteed.

Agree this as a separate arrangement, providing the age, route and contacts of the adults handing over and receiving the child. An ordinary family transfer is not an unaccompanied-minor assistance service. Do not book a child travelling alone without confirmation of the necessary arrangements.

Ground assistance, an accompanying adult on the flight and an airline's Unaccompanied Minor service are different services. Check the carrier's rules, documents and permitted ages separately. Booking LAT does not itself arrange the airline's UM service or grant restricted-area access.

Explain the practical help needed for boarding and alighting and any specialist equipment required. This helps identify a suitable vehicle and meeting point. You do not need to send a detailed diagnosis; the practical journey requirements are what matter.

This requires a suitably equipped vehicle with appropriate access and restraints. An ordinary saloon or minivan is not automatically wheelchair accessible. Provide the wheelchair's dimensions and type so the specific transport arrangement can be confirmed in advance.

Provide its folded dimensions and weight and say whether the passenger can transfer to a vehicle seat. Include the equipment with the luggage and passenger count. This is to arrange suitable space, not to impose a charge simply because of disability.

Ordinary boarding assistance does not mean lifting a person, carrying them upstairs or carrying out medical procedures is available. Explain access obstacles in advance. Specialist accompaniment or equipment, where needed, must be arranged separately.

Assistance dogs are not ordinary pets. They must not attract an additional charge; statutory duties and the exemptions for drivers holding an appropriate exemption apply. Advance notice helps with arrangements but does not remove the passenger's rights.

Tell us the type, size and number of animals, whether they have a carrier, and your other luggage. Ordinary pet transport needs to be agreed before the journey. Safe placement and booking conditions are handled separately from the rules for assistance dogs.

Explain practical preferences such as luggage help, extra boarding time, an accessible entrance and an accompanying person's contact. Discuss who will meet the passenger at the destination. Do not treat an ordinary transfer as personal care or medical accompaniment.

Describe the equipment, dimensions, securing requirements and whether it must be used during travel. Not every device can be safely carried in every vehicle. A transfer is not medical transport; discuss medical fitness to travel with the treating professional.

State your preference when booking. We will try to take it into account, but a Russian-speaking driver needs to be confirmed for the specific journey. The language of the website is not itself a guarantee of the driver's language.

Tell us which language you need and whether it is essential. Availability depends on the driver allocation and must be agreed. Do not infer the driver's language from the language of the page used to submit the booking.

You can discuss ordinary loading and unloading assistance at pickup; tell us about heavy or unusual items in advance. Moving numerous items upstairs or inside a building should not automatically be treated as an included service.

Tell the driver your preference and agree the change with the operator, especially when price, stops or time are affected. The driver may have subsequent bookings and route constraints. Do not rely on an unconfirmed verbal alteration.

Book the return through Booking or the LAT operator. This records its route, price, contacts and status. Discussing a possible journey with the driver does not replace a confirmed booking.

Smoking is not provided for in the vehicle. Discuss food, drinks and special needs in advance to avoid damage to the interior or disruption. The vehicle-use conditions recorded for the booking matter; do not assume every such option is included.

Contact the operator using your booking contacts and check the latest allocation. Do not enter an unfamiliar vehicle solely because the driver knows your name. Verify the vehicle and journey details and wait for an explanation of any changes.

A transfer is an agreed journey along a route. Hourly hire provides a vehicle and driver for an agreed duration and itinerary. Included distance, waiting and operating area depend on the offer and should be clear beforehand.

Check the available hours in the form and the confirmed terms for the selected vehicle. This page does not set one minimum for every service. Before paying, clarify the start and end times and how additional time is calculated.

Ask as soon as your plans change. An extension depends on the vehicle's later schedule and agreement on the cost. Time allocated to another booking cannot automatically be taken; rely on a confirmed extension.

Yes, you can propose such an itinerary for hourly hire. Provide addresses, the preferred order and approximate time at each stop. Clarify where the vehicle will wait and how you will contact the driver between journeys.

It is a prearranged journey following a chosen itinerary with time to visit places. Clarify the duration, route, waiting and return journey. Day Trips does not automatically mean a tour guide, admission tickets or unlimited mileage are included.

Driving and tour guiding are different services. Discuss a guide, tickets or a particular programme separately before confirmation. Do not assume commentary or tickets are included simply because the route visits attractions.

Explain the proposed changes and check whether they fit the agreed time and route. Extra distance, waiting and venue reservations may affect cost and feasibility. Confirm the revised itinerary, especially when you have a fixed return deadline.

Provide the port, ship name, date and exact terminal if known. For a return pickup, give the agreed time you expect to leave the ship. Disembarkation starting does not mean everyone is immediately ready; allow for luggage and checks.

Provide the station, train, date, expected arrival and passenger contact. Large stations have several exits, so agree a meeting point in advance. Platform pickup and waiting for delays should not be assumed to be included without confirmation.

Yes. Provide both airports, terminals and flight details. Allow for leaving arrivals, road travel, another check-in and security. An estimated driving time is not a guarantee that you will catch a connecting flight.

Specify the airport, ground-handling operator, terminal, time and organiser's contact. A city name or operator brand alone is not enough. Apron access and meeting beside an aircraft depend on permission and are not automatically part of a ground transfer.

Give the exact building, campus or boarding house, the receiving contact and arrival arrangements. One institution can have several addresses. For a minor without a parent, agree separate handover and assistance arrangements beforehand.

Provide the schedule, addresses, guest and luggage counts, coordinator contact and document requirements. For several vehicles, agree passenger allocation and each pickup time. An enquiry does not automatically create a corporate account or credit terms.

Send the precise route, dates, passenger count and luggage for availability and conditions to be checked. Cross-border journeys require separate agreement on crossings and necessary documents. A listed destination does not guarantee every date or route variation.

Do not book this as an ordinary passenger transfer without agreement. Describe the contents in general terms, dimensions, addresses and both parties' contacts so the service can be checked separately. Dangerous, prohibited or undisclosed items are not implicitly accepted.

Use the contacts in your confirmation and quote the reference. Do not create a second booking to ask a question. If pickup is soon or you are already at the meeting point, use an available direct contact channel rather than relying only on the general enquiry form.

Send the booking reference, journey time, item description and where it may have been left. We can check with the assigned driver. Return arrangements, handover location and any delivery need separate agreement; do not assume immediate delivery to any address.

Use the site's reviews section to leave feedback. For a problem that needs investigation, send your reference, the facts and a suitable reply channel through Contact or Enquiries. Do not publish document numbers, full payment details or other people's personal contacts in a public review.

Give us the booking reference and the details to correct, or describe your personal-data request. Identity verification may be needed to protect information. Do not send passwords or security codes; the privacy policy describes data-handling arrangements.

Use For Drivers rather than the passenger booking form. It is an application for possible cooperation, not automatic acceptance or a guarantee of work. If the page is not yet available, ask LAT through Contact about submitting an application.