Frequently asked questions
Where a figure appears here and in our Terms & Conditions, the Terms are the authority.
Booking
How do I book an airport transfer?
You can book online through our booking form, request a quote, message us on WhatsApp, or email us. Whichever you choose, you will receive a confirmation with your booking reference before you travel.
How far in advance should I book?
As early as you can, particularly for early-morning departures and larger vehicles, which are in higher demand. We will always tell you if we cannot cover a requested time.
At the airport
What happens if my flight is delayed?
Where you have given us a valid flight number, we monitor the flight and adjust the pickup time where we reasonably can. A delay to the flight itself will not normally result in waiting charges.
How much waiting time is included?
At an airport your driver waits up to 60 minutes from the time your flight actually lands, and at a cruise port up to 60 minutes from your pickup time. Home, hotel and office pickups include 15 minutes. Full details are in our Terms & Conditions.
Where will my driver meet me at the airport?
For arrivals, your driver meets you in the arrivals hall of your terminal with a name board, unless different arrangements are confirmed on your booking. Your confirmation sets out the meeting instructions.
Vehicles
Which vehicle should I choose?
Choose a vehicle that fits both your passengers and your luggage. Passenger capacity includes children. If you are unsure, message us with your group size and luggage and we will advise.
Can you provide child seats?
Child seats must be requested at the time of booking. Availability depends on the type of seat required and the vehicle. Please tell us the child's age so we can select an appropriate seat.
Can I travel with a pet?
Tell us before booking if you wish to travel with an animal, as we may need to allocate a suitable vehicle. Assistance dogs are accommodated in accordance with the law.
Payment and cancellation
How can I pay?
Payment options are shown at the time of booking. We do not store complete payment card details, and any card payment is handled by a third-party payment provider.
What is your cancellation policy?
Cancel or change your booking free of charge up to 12 hours before your pickup time. Cancel between 6 and 12 hours before and half the fare is charged; with less than 6 hours' notice the full fare is charged. Full details are in our Cancellation & Refund Policy.
Full booking, waiting time, cancellation and refund terms are set out in our Terms & Conditions.
THE LONDON WAY TRANSFER
A trading name of THE LONDON WAY GROUP LTD
Operating centreRoom G.20450 Bath Road, Longford
Heathrow UB7 0EB
United Kingdom
Book or speak to us
Every journey is pre-booked — we are a private hire operator, so we cannot be hailed. Book by telephone or email, or talk to us about a booking before or during your journey.