Frequently Asked Questions
Q. Will I receive an Email Confirmation of my booking?
Yes – if you book online or over the phone you will receive a confirmation email with a booking reference. If you submit an online booking you will receive an automated email – sent to the address you booked with, which then allows you to double check that all the information you have submitted is correct. If you do not receive an email within 15 minutes please double check your spam or junk folders before contacting us on +44 (0) 1908 666400. It is the clients responsibility to ensure that all details submitted on the booking are correct.
Q. Will I receive an SMS Confirmation with the Driver Details and if so, when?
Yes – as long as you have supplied us with a mobile number, for added peace of mind you will receive a text confirmation of your booking between 16:00 – 18:00 (GMT) the day before you travel (each way) together with the driver’s name, contact mobile number and vehicle details.
Q. Are there any additional charges for multiple pick ups & drop offs?
Yes – a small charge will apply and can vary from £5.00 – £10.00 depending on the distance between each pick up and/or drop off?
Q: Do your vehicles come supplied with child safety seats?
No – but you are more than welcome to use your own and we will happily store them for you free of charge and make sure they are in the vehicle ready for your inbound return journey. Should you chose to take advantage of this service, please provide us with a labelled sack with the return Date/Time/Flight No/Airport/Family Name. However, if you have booked an Outbound ONLY journey with us and would like us to store your child seats until you return, there will be a storage fee of £1.00 per day – which must be paid in advance.
Q: How much luggage can we take?
It’s entirely up to you as long as you let us know exactly how much at the time of booking? This is very important and you must be honest with the number of large suit cases in particular to ensure the appropriate sized vehicle is provided. See the luggage guide below:
* Car = 1 – 4 Passengers + 2 Check-in-Bags + 4 Hand Luggage
* Estate = 1 – 4 Passengers + 4 Check-in-Bags + 4 Hand Luggage
* Small MPV = 1 – 6 Passengers + 3 Check-in-Bags + 6 Hand Luggage
* Large MPV / Minibus = 1 – 8 Passengers + 8 Check-in-Bags + 8 Hand Luggage
Q: Will we be met with a name board upon our arrival at the airport?
Yes – unless you have specifically requested to be picked up outside (for example – Luton Airport Drop Off & Pick Up Point) your driver will be waiting for you in the arrivals hall with a name board approximately 20 minutes after your flight has landed. You will receive a text message from the driver, introducing themselves and confirming a meeting point – and he or she will assist you with your luggage back to the vehicle.
Q. I can’t find my driver and did not receive my SMS?
Please make sure you are using the same number you supplied at the time of booking. If you don’t hear from the driver within 15 – 20 minutes, look for your name on an Airport Express MK name board in the arrivals hall – and if you are still worried please call us on +44 (0) 1908 666400.
Q: Can I smoke in any of your vehicles?
No – all of our vehicles are strictly non-smoking.
Q: What happens if I need to cancel or amend my booking?
All cancellations require a minimum of 12 hours notice prior to the scheduled pick up time by way of email or telephone. The full price of the booking will be charged for all cancellations over the minimum notice period required. Any pre-paid cancellations made within the minimum required notice period will be refunded subject to a 10% administration fee
Q: What happens if my flight is diverted?
The driver will remain at the original airport as specified on the booking until we hear from you/the client? Airport information can be very unreliable on these occasions and it is highly likely that you/the client will know where the flight is being diverted to, well before we do or the driver does. Any waiting time and additional parking fees are payable to the driver on the day as per our terms and conditions, so in the event of this happening, please contact either the office or the driver as soon as possible to avoid any problems.
Q: Can I book a general taxi to my local pub or supermarket and back?
No – we’re not a general minicab company and this is not really our niche. We offer a more specialised taxi service geared towards long journeys such as business trips, special events, and days/nights out. You are more than welcome to enquire for any destination – including any special needs.