MAKE A BOOKING HOME / HELP & SUPPORT / FAQS FAQS TOP 10 FAQS Where will my driver meet me at the airport? How do I make a booking? How do I apply a promo code to a booking? How will I know when my car is on the way? (registration plate, no. etc, model) What shall I do if my driver is late? I’ve lost something in one of your cars. How do I get it back? What is your cancellation policy? What is your waiting time policy for passenger vehicles? How do I get a receipt? AIRPORTS How much luggage can I take in a car with me? Why do you need the flight number when picking up from airports? What should I do if my flight is late landing? Where will my driver meet me? Do you charge waiting time at airports? Do I have to pay for parking at the airport? What happens if my flight has been cancelled? What happens if my flight has been delayed? AL NOW DELIVERY SERVICE What is the service and how does it work? Can it be used across all your channels? How do I get it? Do I need a specific contract for the service? Will you be offering this in both courier vans and passenger cars? Where will you deliver from and to? How will I manage the account? What’s the pricing? What goods won’t you carry? Can you explain how I configure the delivery windows? BOOKINGS Are you able to collect me from a public event? Strong Customer Authentication FAQs Are your vehicles equipped to carry wheelchairs and how can these be booked? Can I book a job with multiple pick-up/drop-off addresses? Can I have multiple pick-ups/drop-offs on my journey? Can I keep a driver all day? Can I make a booking if I don’t know my destination? Can I pay with PayPal? Can I pre-book a car in advance? Do I need to tip the driver? Do you need a mobile number in order to make a booking? Does Addison Lee charge more over Christmas or other holidays? How accurate are your estimated journey times? How can I cancel a booking? How do I amend a booking? Where will my driver meet me at the airport? How do I make a booking? How do I apply a promo code to a booking? How do I get a quote? How will I know when my car is on the way? (registration plate, no. etc, model) What shall I do if my driver is late? I’ve lost something in one of your cars. How do I get it back? What is your cancellation policy? What is your waiting time policy for passenger vehicles? How far in advance will I receive my driver’s contact details? How will I know when my car has arrived? I have an event coming up do you have an events team I can talk to? What age can an unaccompanied child travel in your car? What do I do if I need to amend my journey but a driver is already on the way? What payment methods do you accept? What shall I do if my car is late? Why do I need to select a booking time? CHARGES When do I get charged for my credit card booking? Why am I charged a parking fee at certain pickups? How much will I be charged if I cancel my booking? CLUBLEE What is Club Lee? How do I register to start earning points? How can I track my points? COURIER SERVICES What times are your courier services available? Can I specify a delivery window to deliver my items? How do I know when my item has been delivered? Which delivery service will fit my parcel? What is the cancellation fee for a courier service? Can I travel with the delivery van? What is the difference between a Standard delivery service and a Direct delivery service? My item has been damaged, what do I do? I cancelled my courier booking and incurred a cancellation fee, why? Is the cancellation fee for a Direct service the same as a Standard service? CYCLE SELECT+ What is Cycle Select+? How can I request a Cycle Select+? Where is Cycle Select+ available? Does it cost me more to take my bike? Does my bike need to be clean before the journey? Do I need to remove my front wheel? How many passengers can travel when using this service? Can you travel with more than one bike? DRIVE WITH US Who are Addison Lee? What experience do I need? How do I get paid? Will I be self-employed? Do I have to work set shifts? Do I need to provide my own vehicle and will I pay for fuel? What do I need to become a driver? How do I apply to become a driver? DRIVERS Are your drivers all insured? How do I leave feedback on a driver? How are Addison Lee drivers licensed? I can’t find my driver, what do I do ? How do I become a driver? Can I request a driver? What training do you give your drivers? Can I suggest a route to my driver? I can’t find my driver, what do I do? Have your drivers been trained to provide first aid? EVENTS Are you able to supply marshals for an event? Do you have an events team to help organise events? What constitutes a booking being made via your events team? GENERAL I have a query, how do I contact Addison Lee? I don’t want your marketing emails and text messages, how do I stop them? How do I change my details? How do I contact your press team? MARKETING How do I opt out of marketing SMS and emails? How do I redeem a promo code? Is there a minimum fare for promo code bookings? MY PROFILE What do I do if I forget my activation SMS? What is the snooze feature? How do I update my details? How do I add and remove addresses on my account? How do in set my home address? What is a profile? Why do I need a profile (quick bookings ClubLee etc address stored)? How do I set up a profile? PASSENGER CAR SERVICES What vehicles do you have? What is a Select Service? What is a Select+ service? Can I carry an animal in one of your vehicles? What are your vehicles equipped with? Why did a Select service vehicle arrive rather than the Executive vehicle booked? Do your vehicles have child seats? POLICIES Do you charge extra on bank holidays or at Christmas? What is your Cancellation Policy for passenger cars? How are prices calculated? Why do you charge for car parking? Why do you charge VAT on car parking charges? PRICING How are your prices calculated? Do you have surge pricing? Do I pay a premium if I book through the Customer Service Centre? What is your minimum fare? PRIORITY ACCOUNTS What is Concur and why should I link it to my Addison Lee account? How do I connect Concur to my account? How can I pay my invoice? What is the difference between cash and account bookings? I think I might have a priority account but have forgotten my details. How can I check if I have a priority account? How do I update my address details? Can I get copies of old invoices? How do I change the details on my invoices? How do I keep my account secure from mis-use?’ What are the benefits of having a priority account? Are the rates different for account bookings compared to cash and card? How do I pay with direct debit? How do I open a Priority Account? How do I set up a pin? How do I link my account to my Addison Lee Profile? How do I update my account details? Do I need to be a business to have an account? How can I pay my invoice? If I have a query regarding a booking on my invoice what do I do? How do I get a copy of an invoice? How do I close my account? Can I request reports for bookings on my account? Can I receive a list of all the jobs linked to my account? How can I check if I have an existing account? How do I change the details on my invoice? How do I transfer a journey from card to account? Can I transfer a journey from an account to pay by card? RECEIPTS Can I get a receipt for a cash booking? How do I get a receipt? SOCIAL RESPONSIBILITY What do you do for the environment? What awards has your company received? What is the Greener Future Programme? Are your drivers trained on how to reduce their impact on the environment? What steps are you talking to reduce the impact of your vehicles on the environment? 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