Question 1

How do I book a transfer?

Accepted Answer

Book online in under 2 minutes using our booking form. Enter your pickup and drop-off locations, select your date and time, choose your vehicle, and complete payment. You'll receive instant confirmation by email and SMS with your driver's details.

Question 2

How far in advance should I book?

Accepted Answer

We recommend booking at least 24 hours in advance to guarantee availability, especially for airport pickups during peak times. However, we can often accommodate last-minute bookings subject to driver availability. For cruise transfers and large groups, book 2-3 days ahead.

Question 3

Can I modify or cancel my booking?

Accepted Answer

Yes, you can modify or cancel your booking free of charge up to 24 hours before your scheduled pickup time. Changes within 24 hours may incur a fee. To modify, use the link in your confirmation email or contact our support team.

Question 4

What happens if my plans change last minute?

Accepted Answer

We understand travel plans can change. Contact us as soon as possible if you need to reschedule. We'll do our best to accommodate changes, and there's no charge for modifications made more than 24 hours before pickup.

Question 5

How do I contact you if I have questions?

Accepted Answer

You can reach us 24/7 via phone at +44 7455 731212, email at bookings@terminaltodoor.com, or through our website chat. For urgent matters on the day of travel, phone is the fastest option.

Question 6

Do you provide child seats?

Accepted Answer

Yes, we provide baby seats (0-12 months), child seats (9 months - 4 years), and booster seats (4-12 years) free of charge. Simply select the seats you need when booking. All seats meet UK safety standards and are professionally installed by your driver.

Question 7

Is my booking confirmed immediately?

Accepted Answer

Yes, once you complete payment, your booking is instantly confirmed. You'll receive a confirmation email within minutes containing your booking reference, driver details (assigned closer to pickup), and our contact information.

Question 8

What airports do you cover?

Accepted Answer

We cover all five London airports: Heathrow (LHR), Gatwick (LGW), Stansted (STN), Luton (LTN), and London City (LCY). Each airport has dedicated meeting points and we track your flight in real-time to adjust for any delays.

Question 9

How does meet & greet work at airports?

Accepted Answer

For arrivals, your driver will meet you in the arrivals hall with a name board. At Heathrow and Gatwick, we have specific meeting points at each terminal (e.g., Costa Coffee at T2, Starbucks at T5). You'll receive exact meeting point details in your confirmation email.

Question 10

Do you track flight arrivals?

Accepted Answer

Yes, we monitor all incoming flights in real-time using live flight tracking. If your flight is delayed, we automatically adjust your pickup time at no extra charge. You don't need to contact us about delays - we'll already know.

Question 11

How much waiting time is included?

Accepted Answer

For airport pickups, you get 60 minutes of free waiting time from when your flight lands (not the scheduled time). This gives you plenty of time to clear customs and collect luggage. For other pickups, 30 minutes free waiting is included.

Question 12

What if my flight arrives early?

Accepted Answer

We track your flight, so we'll know if you land early. Your driver will be there waiting. If you arrive significantly earlier than expected, they may still be en route - simply wait in the arrivals hall and they'll meet you as soon as possible.

Question 13

Where do I meet my driver for departures?

Accepted Answer

For airport departures, your driver will pick you up from your specified address. They'll help with luggage and take you directly to your terminal's departure drop-off zone. No need to navigate airport car parks.

Question 14

Do you cover early morning and late night flights?

Accepted Answer

Yes, we operate 24/7. Whether your flight lands at 3am or departs at 5am, we'll be there. There are no late-night or early-morning surcharges - the price you see is the price you pay, any time of day.

Question 15

Can I book a return transfer?

Accepted Answer

Absolutely. When booking, you can add a return journey and potentially save compared to booking two separate trips. Your return driver details will be sent separately closer to your return date.

Question 16

What cruise ports do you serve?

Accepted Answer

We serve all major UK cruise ports: Southampton (UK's busiest), Dover, Tilbury (London International Cruise Terminal), and Harwich. We know all terminal locations and can drop you directly at your ship.

Question 17

What vehicle is best for cruise travel?

Accepted Answer

We recommend MPV or 8-seater vehicles for cruise passengers as you typically travel with more luggage. Our MPV comfortably fits 2-4 passengers with 4-6 large suitcases. For couples with standard luggage, an Estate car works well.

Question 18

Can you drop us directly at the cruise terminal?

Accepted Answer

Yes, we have access to all cruise terminal drop-off zones. Your driver will take you directly to your terminal building (e.g., Ocean Terminal, City Cruise Terminal at Southampton) and help unload your luggage for the porters.

Question 19

How early should we arrive at the cruise port?

Accepted Answer

Most cruise lines open check-in 2-4 hours before departure, with boarding typically starting 3 hours before. We recommend arriving no later than 2 hours before departure. Book your transfer to arrive by 11am for afternoon sailings.

Question 20

Do you offer cruise port to airport transfers?

Accepted Answer

Yes, this is a popular route. We frequently transfer passengers from Southampton to Heathrow, Dover to Gatwick, and similar combinations. Perfect for fly-cruise holidays where you need a reliable connection.

Question 21

What time should I book for disembarkation day?

Accepted Answer

Ship disembarkation typically starts at 7-8am, with most passengers off by 10am. Book your pickup for when you expect to have cleared customs and collected your luggage - usually 1-2 hours after gangway opens for your deck.

Question 22

How much is a taxi from Heathrow to Central London?

Accepted Answer

A private transfer from Heathrow to Central London starts from £65 for a saloon car (up to 4 passengers). Executive vehicles start from £85, and MPVs for larger groups start from £95. All prices are fixed with no surge pricing.

Question 23

Are your prices fixed or metered?

Accepted Answer

All our prices are 100% fixed. You pay the quoted price regardless of traffic conditions, route taken, or time of day. We never use meters and there are no surge pricing periods - what you see is what you pay.

Question 24

What's included in the price?

Accepted Answer

Every booking includes: meet & greet service, flight monitoring for airport pickups, 60 minutes free waiting time at airports (30 min for other locations), door-to-door service, luggage assistance, and child seats on request at no extra charge.

Question 25

Do prices change for early morning or late night?

Accepted Answer

No, our prices remain the same 24/7. Whether your flight lands at 3am or 3pm, you pay the same fixed rate. No night supplements, no weekend surcharges, no bank holiday premiums.

Question 26

Is there a booking fee?

Accepted Answer

No booking fee, no credit card fees, no hidden charges. The price you see is the price you pay. We believe in transparent, honest pricing with no nasty surprises.

Question 27

Why are you cheaper than black cabs?

Accepted Answer

Black cabs use meters that add up quickly in traffic. Our fixed pricing eliminates this uncertainty. We also have lower operating costs by pre-booking trips efficiently, and we pass these savings on to you.

Question 28

Do you charge extra for luggage?

Accepted Answer

No. Standard luggage (2 bags for saloon, 4 for MPV) is included. If you have excess luggage, simply select a larger vehicle. We never charge per-bag fees like some services.

Question 29

How can I get a discount?

Accepted Answer

Corporate accounts receive 10% off all bookings with monthly invoicing. Enterprise clients can negotiate 15-20% discounts. Return journey bookings also offer savings compared to booking two separate trips.

Question 30

What vehicles are available?

Accepted Answer

We offer: Saloon (1-4 passengers, 2 bags), Estate (1-4 passengers, 4 bags), MPV (up to 6 passengers, 4 bags), 8-Seater MPV (up to 8 passengers, 8 bags), Executive Saloon (Mercedes E-Class, BMW 5 Series), and Executive MPV (Mercedes V-Class).

Question 31

How do I choose the right vehicle?

Accepted Answer

Consider your group size and luggage. For 1-2 passengers with hand luggage, a Saloon is perfect. For 3-4 with suitcases, choose Estate. For families or groups of 5-6, MPV is ideal. For 7-8 passengers, select our 8-Seater.

Question 32

What cars are used for Executive bookings?

Accepted Answer

Executive Saloon bookings use Mercedes E-Class, BMW 5 Series, or Audi A6. Executive MPV bookings use Mercedes V-Class or Viano. All vehicles are less than 3 years old, immaculately maintained, and driven by professional chauffeurs.

Question 33

Can I request a specific car model?

Accepted Answer

We can note your preference, but cannot guarantee specific models. We ensure the vehicle category you book (e.g., Executive Saloon) is always provided. If you have specific requirements (wheelchair accessible, etc.), please contact us.

Question 34

Are your drivers licensed?

Accepted Answer

Yes, all our drivers are TfL (Transport for London) licensed private hire drivers. They undergo enhanced DBS checks, have professional indemnity insurance, and receive regular training on customer service and safe driving.

Question 35

Do drivers help with luggage?

Accepted Answer

Absolutely. Your driver will help load and unload all luggage at both pickup and drop-off points. For cruise transfers with heavy cases, they'll assist right to the terminal porters.

Question 36

How do corporate accounts work?

Accepted Answer

Corporate accounts include a dedicated account manager, priority booking, volume discounts (10-20%), and monthly invoicing. We can set up your account within 24 hours with zero setup fees and no minimum spend requirements.

Question 37

What volume discounts are available?

Accepted Answer

We offer tiered discounts based on monthly booking volume: 10% off for regular corporate accounts, 15% for high-volume users, and up to 20% for enterprise clients with custom agreements.

Question 38

Can multiple employees book under one account?

Accepted Answer

Yes, corporate accounts support unlimited users. Each employee can book independently with charges consolidated on your monthly invoice. We can also set up cost codes and department allocation for expense tracking.

Question 39

How is billing handled for corporate accounts?

Accepted Answer

Corporate clients receive a consolidated monthly invoice with detailed trip records including date, passenger name, route, and cost. Payment terms are NET-30 for approved accounts. We can integrate with your expense management system.

Question 40

Can you provide transportation for corporate events?

Accepted Answer

Yes, we handle conference shuttles, corporate roadshows, client entertainment, and multi-vehicle coordination for events. Contact us for custom quotes on event transportation with dedicated coordination.

Question 41

Do you offer API integration for corporate booking?

Accepted Answer

Yes, enterprise clients can access our booking API for integration with travel management systems, expense platforms, or custom applications. Contact our enterprise team for technical documentation.

Question 42

Are you a licensed operator?

Accepted Answer

Yes, we operate under TfL Private Hire Operator License #009198. FG Twelve Ltd (Company #09611895) is our registered company. All our vehicles and drivers are fully licensed and insured for private hire.

Question 43

What COVID-19 measures do you have?

Accepted Answer

All vehicles are sanitised between trips with hospital-grade disinfectant. Drivers are vaccinated and follow current health guidelines. Hand sanitiser is available in all vehicles. Masks are optional unless you request the driver wear one.

Question 44

What if there's a problem with my transfer?

Accepted Answer

Contact our 24/7 support line immediately. We monitor all active trips and can quickly arrange alternative solutions if needed. For complaints, email us within 48 hours and we'll investigate and respond within 5 working days.

Question 45

Do you have insurance?

Accepted Answer

Yes, we maintain comprehensive insurance including public liability (£5m), vehicle insurance for all cars in our fleet, and professional indemnity cover. All passengers are fully protected.

Question 46

How do I leave feedback?

Accepted Answer

After your trip, you'll receive an email inviting you to rate your experience. You can also leave reviews on Google, Trustpilot, or contact us directly. We read every review and use feedback to improve our service.

Question 47

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, Amex) through our secure Stripe payment system. Corporate accounts can pay by invoice. We do not accept cash payments.

Frequently Asked Questions

General & Booking

Airport Transfers

Cruise Transfers

Pricing & Payment

Vehicles & Drivers

Corporate Accounts

Service & Trust

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