Frequently Asked Questions

Find out all the information you need in order to plan your private transfer to the last detail. Check out the frequently asked questions that our clients make on a daily basis and get a better understanding of the service you will be receiving when you decide to book a private transfer with us.

If you are still unsure and would like advice from one of our operators, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

For more exact results, select the most relevant keyword for the menu below…

What happens if my flight is delayed?

All airport pickups come included with the flight tracking feature. We monitor your flight and reschedule your pickup time accordingly, should there be an earlier or delayed arrival (T&C’s* apply). What this means in simpler terms… you provide us with the flight number and landing time; when the plane lands, our driver will be at the pickup point after 30mins* (actual landing time + 30mins* = pickup time / 30mins* reflects minimum timeframe we recommend after landing, you can modify the timeframe to your own preference).

Remember, we monitor your flight and you also have 30 mins free parking and waiting time on us after this!

Although we try to monitor each flight to the best of our possibilities, on some occasions we are restricted to the information available online provided by the airline/airport website. Your updates can come handy in certain situations, so please feel free to let us know of any issues with your scheduled flight. You can provide updates by calling us at +44 (0)20 3479 5700, emailing us at bookings@twelve.london or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

How can I cancel my booking and will I get a refund?

You can cancel your booking at any stage, we understand changes in your itinerary can occur last minute. Considering this, we would appreciate your notice of cancellation as soon as possible, to avoid situations were a driver is already en route to the requested pickup address. In order to cancel, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

To cancel, we will require your booking ID, your name and a reason of cancellation.

Seeing some of the tactics used by our competitors when it comes to cancelling a booking, we like to think that we are very easy going and always aim to refund our customers the full journey amount (where applicable). As long you give us 24 hours notice (prior to the scheduled pickup time) we will refund your journey in full! Pre-paid bookings will be refunded in maximum 5 working days from the moment of cancellation.

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

  • Between 24 and 3 hours before pick-up time = 30% of journey price
  • Between 3 hours and up to the pick-up time = 50% of journey price
  • Once journey has commenced (driver on the way) = 100% of journey price
  • If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey price to rebook
  • If you double booked with a different company, but failed to inform or cancel the journey with us = 50% of journey price + parking/waiting fee
  • If you have booked a journey with us, but did not turn up, we will require a cancellation fee be paid, for time wasting = 50% of journey price + parking/waiting fee

How will I find my driver in the airport?

The allocated driver will be waiting for you at the arrivals hall of the airport you will be landing on, with your name displayed on a board. Our driver will schedule the pickup time according to the actual landing time of your flight (if provided, actual landing time + 30mins* = pickup time / 30mins* reflects minimum timeframe we recommend after landing, you can modify the timeframe to your own preference) and will wait free of charge (parking & waiting time included) for up to 30 mins after the scheduled pickup time.

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Depending on the airport you will be landing on, the main reference point at the arrivals hall is…

  • Gatwick Airport T. North > near M&S / Boots shop;
  • Gatwick Airport T. South > near Costa Coffee shop;
  • Heathrow Airport T. 1 > terminal closed;
  • Heathrow Airport T. 2 > near WHSmith shop at arrivals;
  • Heathrow Airport T. 3 > near WHSmith / Boots shop at arrivals;
  • Heathrow Airport T. 4 > near Costa Coffee shop at arrivals;
  • Heathrow Airport T. 5 > domestic flights – near M&S shop / all other flights – near Costa Coffee shop at arrivals;
  • Stansted Airport > near Costa Coffee shop at arrivals;
  • Luton Airport > near Costa Coffee shop at arrivals;
  • Southend Airport > outside terminal – short stay car park;
  • London City Airport > near WHSmith shop at arrivals

What vehicle do I choose?

Depending on the number of passengers and luggage, we recommend different size vehicles which we believe will best suite your needs and don’t jeopardise your comfort either. Of course, if you have more unusual types of luggage, things can get tricky… Reason why we have listed below some of the more frequent items our clients have asked us to carry for them.

  • Saloon Car fits 3 passengers along with 2 hand luggage and 2 items of checked* luggage (*small or medium size, for large luggages we recommend an Estate Car).
  • Executive Car fits 3 passengers along with 2 hand luggage and 2 items of checked* luggage (*small or medium size, for large luggages we recommend an Executive MPV Car).
  • Estate Car fits 4 passengers along with 2 hand luggage and 4 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV Car).
  • MPV Car fits 4 passengers along with 4 hand luggage and 4 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV5 Car).
  • MPV5 Car fits 5 passengers along with 2 hand luggage and 4 items of checked* luggage or only 5 checked* luggage (*small or medium size, for large luggages we recommend an MPV8 Car).
  • MPV6 Car fits 6 passengers along with only 6 hand luggage (if you have more than this amount of luggages, we recommend an MPV8 Car).
  • Executive MPV Car fits 6 passengers along with 6 hand luggage and 6 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV8 Car).
  • MPV8 Car / Minivan fits 8 passengers along with 8 hand luggage and 8 items of checked luggage.
  • For groups of 9 passengers or more, we can either provide you with 2 (or more) vehicles or we can provide you with a quote for a coach from one of our partners. Such services are only available if you call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

  • *Executive = executive vehicle (Mercedes E Class / BMW 5 Series / Audi A6 / Mercedes Vito or Viano) + executive package (refreshments, newspaper/magazines and WiFi* access);
  • *Hand Luggage = cabin bag (which you are allowed to take with you on board the plane) which shouldn’t be any bigger/heavier than 56x36x23cm and/or 7kg (15lb) / also known as a laptop bag, handbag, briefcase, backpack;
  • *Checked luggage = check in luggage or checked bag, which isn’t taken with you on board the plane) which shouldn’t be any bigger than 90x75x43cm and/or 23kg (51lb).

How can I pay for my journey?

You can pay for your journey by debit or credit card online directly on our website or via a payment link (there is a £1 fee which applies to all card payments). Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

The company reserves the right to accept cash payment or other forms of payment at its own discretion, but reservations can only be made with the assistance of an operator, via phone, email or chat online.

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is processed, but must be paid prior to journey commencing).

Do I have to book my journey in advance?

Although you can book your transfer whenever you would like, we always recommend you do this at least 24 hours prior to your required pick-up. Short notice request cannot always be honoured seeing we might not have an available driver in the area of your request or we might be fully booked at the time; these type of requests are also subject to extra charges and can be more expensive compared to what you were quoted on our website (applies to requests within 6 hours of requested pick-up time). In extreme situations, your booking can be cancelled if we are unable to find an available driver, but we will inform you within 90 minutes of bookings (applies to bookings processed online – website).

If you need assistance with the planning of your transfer, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

What are the exact vehicle models for each category?

Depending on the type of vehicle you go for, by default, you can have one of the following cars undertaking your transfer…

  • Saloon category includes: VW Passat, Citroen C4, Ford Mondeo, Skoda Superb, Toyota Prius, Hyundai I50, Vauxhall Insignia
  • Executive category includes: Mercedes E Class, BMW 5 Series, Audi A6;
  • Estate category includes: VW Passat Estate, Ford Mondeo Estate, Vauxhall Zafira, VW Touran;
  • MPV/MPV5 category includes: VW Sharan, Ford Galaxy, Citroen Picasso;
  • MPV6-8 category includes: VW Transporter, Mercedes Viano, Mercedes Vito, Vauxhall Vivaro, Hyundai I8;

We do not make any promises on the type of vehicle that will be undertaking your transfer. Special requests can be made at the time of booking but we can never guarantee a specific make/model will be undertaking your transfer (exceptions can occur for the executive service). Over 95% of the vehicles within our fleet are 2012 or newer; all well maintained, in excellent working condition and clean. So far we have a proven track record of offering reliable and clean vehicles for all our transfers.

If you need any assistance with our vehicle range, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

How can I book my private transfer?

You can book your transfer requirement using our online booking website at any time of the day or during office hours (5:00 AM – 21:00 PM London time), you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Can I pay by debit/credit card to the driver directly?

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is processed, but must be paid prior to journey commencing).

What happens if I forget something in the car?

In case you think you have forgotten something in one of our driver’s vehicles, please contact us as soon as you can. Although we instruct our drivers to check the vehicle after each and every journey, misplaced items can be overlooked and can go missing once other passengers board the vehicle.

If you need any assistance with a lost item, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Please note we will require your booking ID and your name in order to complete a lost & found form.

Should we spot or find any misplaced items, we will contact you and arrange for a courier service to return the items to you. Please note all courier service charges will be payable prior to the package being sent.

Do I have to pay in advance, or can I pay in cash as well?

You can pay for your journey by debit or credit card online directly on our website or via a payment link (there is a £1 fee which applies to all card payments). Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

How will I spot my driver/car on a busy road?

The allocated driver will be waiting for you in front of the address specified in your booking reservation, or nearest parking point available. For any problems you can always contact your driver on the provided number for further support.

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

What happens if I am delayed at passport control/luggage claim?

In case you are experiencing prolonged delays, we recommend you contact your driver to inform him of any problems. Alternatively you can provide updates by calling us at +44 (0)20 3479 5700, emailing us at bookings@twelve.london or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

The 30 mins free parking and waiting time we include after your scheduled pick-up time usually covers for these type of incidents, but should the waiting time go over the free waiting period we offer, addition costs will be applied (waiting time at £0.25/minute + parking ticket cost).

If we are unable to make contact with yourself by email or telephone within 45 mins after the scheduled pick-up time, your reservation is subject to a cancellation as per our T&C’s, for a “no show” incident.

How do I schedule my pickup to include traffic delays?

Traffic can be a real nightmare and you should always allow plenty of time for the journey. Saying this, we have some examples below of how much time you should allow for the transfer (this takes into consideration possible traffic delays, although we can’t predict the worst case scenario) when choosing to use a private transfer service with us.

Traffic delays can occur:

  • between 05:30 AM – 09:30 AM (duration of transfer can take up to 50% longer than what shown on Google Maps);
  • between 09:30 AM – 16:00 PM (duration of transfer can take up to 25% longer than what shown on Google Maps);
  • between 16:00 PM – 20:00 PM (duration of transfer can take up to 50% longer than what shown on Google Maps);
  • between 20:00 PM – 05:30 AM (duration of transfer usually matches that shown on Google Maps, but you must always take in consideration possible events on that day, road works, weekends etc.).

Is the quoted price fixed, or are there extra charges applicable?

The price quoted by our website or operator is the price you will be paying at the end of the transfer and it represents the cost of the entire transfer (not per passenger).

Extra charges will only apply in situations where…

  • You go over the free waiting time included in your journey (15 minutes included with regular pick-ups and 30 minutes with airport and port pick-ups + extra parking charges);
  • You alter the initial journey request (you add an additional stop on the way or diversion);
  • You show up with additional passengers/luggage compared to the journey request;
  • You upgrade your vehicle type or request additional waiting time;

How do I schedule my airport pickup properly?

As our service includes only 30 mins of free waiting and parking time, we advise those seeking to get a private transfer from any London or UK airport, to use the following time frames, to avoid as much as possible any extra charges occurred from any delays further to our free waiting time…

  • Domestic Flights – at least 15mins after landing (if only hand luggage, or 30mins with checked luggage);
  • European Flights – at least 30mins after landing (if only hand luggage, or 45mins with checked luggage);
  • International Flights – at least 45mins after landing (if only hand luggage, or 1 hour with checked luggage);

We do try as much as possible to avoid extra charges, but where delays of over 30 mins after the scheduled pickup time occur, you will be subject to an extra charge (please see T&C’s for more details).

How will I find my driver at a train station, port, ferry or hotel?

The allocated driver will be waiting for you at the designated meet & greet point with your name displayed on a board* (depending on the location you will be arriving at, please check below).

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Depending on the location you will be arriving at, the main reference point at this location is…

  • Train Stations – all train stations have the pick-up point located at the picku[/dropoff point just outside the station (please follow station signs). You can also schedule the pick-up point from the info centre inside the station (with meet & greet included), but extra fees will apply (check with an operator before booking). For any problems you can always contact your driver on the provided number for further support.
  • Port, Cruise & Ferries – all ports (incl cruise terminals) & ferry pick-ups come included with the meet & greet feature, meaning our driver will be waiting for you at the designated meet & greet point with your name displayed on a board. Depending on the port/terminal you will be arriving at, your driver will be waiting for you at the parking bay closest to your arrival gate. For any problems you can always contact your driver on the provided number for further support.
  • Hotels (London & Outside London area) – all hotels have the pick-up point located at the main entrance / reception (our driver will usually inform the concierge of their arrival and exact location). If parking is available at the front entrance of the hotel, our driver will be waiting in the available area. For any problems you can always contact your driver on the provided number for further support.
  • Always ensure you are boarding the car you booked! There is a current trend being practised in Central London, expensive executive cars waiting on hotel premises claim to be the transfer you had booked. Usually they work hand in hand with the hotel concierge, who’s interest is to divert clients to their prefered transfer company to obtain a commission back. In some instances this can result in an overpriced journey and could be much higher than the one quoted by ourselves or a different company.

Can I access the vehicle while using a wheelchair?

Unfortunately we do not have any current vehicles within our fleet that allow for wheelchair access directly from street level. We are looking to add such vehicles to our fleet in the near future.

If the wheelchair is only for storage purposes and no direct access is required, this can be done ensuring the correct vehicle is chosen. If you have any concerns, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Are pets or guide dogs allowed in the vehicle?

Transport for London enforces that all licensed London minicabs offer their services to guide dog users without extra charging them. If a company or a driver has refused to undertake a journey or has charged you extra because of a guide dog, you can report them directly to the Transport for London Private Hire (minicab) division. This applies to accredited assistance dog users only.

Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a requirement. We apply a flat £10.00 charge (or more, depending on special circumstances) for such occurences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement). If you have any concerns, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Do I need a child seat or can I reserve one?

Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.

Are tips included and do I have to tip?

Tips are not included in the quoted price. This can be given additionally if you are happy with the service received, but is not a requirement. If you have any concerns, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Can we get Internet access during our transfer?

WiFi & internet access comes included as complimentary service with our executive package. If you want access to WiFi during a regular transfer, please note there is a £5 charge applicable. If you have any concerns, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Can we have some refreshments waiting in the vehicle?

Refreshments comes included as complimentary service with our executive package. If you have such requirements during a regular transfer, please note there is a £5 charge applicable. If you have any concerns, you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

How do I book a return journey?

At this moment you have the possibility to book 2 separate journeys via the online booking form (booking 2 journeys in one go will be implemented soon!) or you can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

What are our working hours?

Although our office open hours (customer support) is between 3:00 AM and 23:00 PM (London GMT Time), we are technically open 24 hours a day, 7 days a week. We undertake transfers at any time of the day or night and you will be provided with an emergency contact number and the driver’s phone for out of hours support. You can call us at +44 (0)20 3479 5700, email us at bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Delivery Policy

Payment for any requested service can be paid in advance by credit or debit card. Charges for card payments are no longer applicable and a receipt can be acquired from our office upon request, by emailing us at accounts@twelve.london (you should receive an automatic copy when journey is completed). The company does not force any of its customers to pay in advance and this is purely to assure the customer will receive the required service and disruptions at our end are kept to a minimum (“no shows”, fake reservations etc). For further information, please contact us at info@twelve.london.