FAQ

Booking

How do I get a quote?

You can get an instant quote on the app or web by inputting all of the booking details before confirming the booking or you can contact our 24/7 manned Contact Centre on You can get an instant quote on the app or web by inputting all of the booking details before confirming the booking or you can contact our 24/7 manned Contact Centre on 02084391111 who will be more than happy to assistwho will be more than happy to assist

How do I amend a booking?

The easiest way to amend a booking is by logging in to your profile via the web or app. Otherwise you can make an amendment via our Contact Centre on 02084391111

Can I pre-book a car in advance?

We are more than happy to accept pre-booked journeys. Before confirming a booking you will always have the option to specify the pick-up time required.

How will I know when my car has arrived?

You will receive an SMS to confirm the driver’s arrival. This will include a link to track their exact position

Can I make a booking if I don’t know my destination?

We advise that the full address is provided for a booking to be made as the price is reflective of the full post code. If the full address is not provided at this stage then we will not be able to provide an accurate quote for the journey. It also assists your driver to enable a seamless journey

How far in advance will I receive my driver’s contact details?

Once a driver has been allocated to the booking you will be sent an SMS with the drivers’ contact details, including the make and model of the car and the driver’s contact number.

What payment methods do you accept?

We accept all major cards Debit and Credit within the car by the driver or via our app

What shall I do if my car is late?

You can track your driver in our app or from the link in the SMS sent to you when your driver is on their way. You can also call or text your driver directly, however please bear in mind that he may be driving at the time. If you haven’t received this message and want an update on your booking you can call our Customer Service Centre on 02084391111.

How accurate are your estimated journey times?

All of our journeys are estimates only so please allow extra time should you need it.

What do I do if I need to amend my journey but a driver is already on the way?

In this case you can contact your driver direct using their mobile number provided in the app and SMS message or call our Customer Service Centre on 0208439111|02084391100 to explain what changes need to be made.

Are you able to collect me from a public event?

During public events there are many occasions when road closures and restrictions will be put in place outside of our control. Due to this we may advise of a specific pick up location and advise that you communicate with your driver directly for ease of pick up.

Do I need to tip the driver?

You are not required to tip your driver although any tip is greatly appreciated by them.

What age can an unaccompanied child travel in your car?

We do not allow any unaccompanied minors of less than 11 years of age to travel alone in a passenger vehicle. When making a booking for any unaccompanied minor the customer must inform us that an unaccompanied Minor will be travelling. We do not accept any additional responsibility for any minor who travels unaccompanied in a Passenger Vehicle.

Can I book a job with multiple pickup/drop off address?

You are able to make bookings via multiple pick up and drop off addresses via the web, App and our 24/7 operated Customer Service Centre.

How do I apply a promo to a booking?

Promo codes can be redeemed when booking via the web or mobile app by selecting the Promo section at the time of the booking.

Drivers

How many drivers do you have?

We have an ever growing fleet currently consisting of 120 vehicles in London.

Are your drivers all insured?

All of our drivers are fully insured under Public Carriage Office

How do I leave feedback on a driver?

You may receive a ‘Rate my Driver’ request once a booking has been completed where you can provide feedback on a driver. Alternatively you can provide us with feedback in regards to a driver or any part of your experience.

I can’t find my driver, what do I do ?

You should have received full details of the vehicle and contact number for our driver when you booked. Simply give them a call direct or call us and we will find them for you.

Can I request a driver?

You can request a driver and we will do our best to allocate them to your booking however this is not always possible.

What training do you give your drivers?

All drivers have a thorough induction when starting with KAC. This covers policies, procedures, best practice methods, brand adherence and technical equipment training, Inclusion and cycle awareness.

Can I suggest a route to my driver?

All passengers are able to suggest a preferred route to a driver at the time of the booking and they will do their best to fulfil this request depending on the conditions.

What shall I do if my driver is late?

You can track your driver on our app or from the link in the SMS sent to you when your driver is on their way. If you haven’t received this message and want an update on your booking you can call our contact centre on 02084391111.

Lost Property

I’ve lost something in one of your cars. How do I get it back?

If you think you’ve lost an item in one of our vehicles fill out this form with a description of your items and contact details. A member of the team will be in touch to provide an update. You can also contact the driver shortly after the booking to attempt to arrange to collect the item where possible.

Airport

How much luggage can I take in a car with me?

This is all dependant on the size of the car and how many passengers are travelling.

Why do you need the flight number when picking up from airports?

If you provide us with your flight number at the time of booking then this allows for us to monitor the relevant flight and alter the collection time accordingly to ensure that we meet you when your flight lands. If you wish to add a delay time to your booking to ensure you are picked up later then you can do at the time of booking.

What should I do if my flight is late landing?

If you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the pickup time in case of any delays.

Where will my driver meet me?

This depends on the airport you are travelling into so be sure to check your email confirmation for your specific pick up point.

Do you charge waiting time at airports?

Within your booking quote we include 30 minutes waiting time. You can add a delay time to your booking if you feel that you need more time. After this period waiting time is charged accordingly.

Why do I have to pay for parking at the airport?

Our driver will be charged a parking fee when exiting the airport and as this fee cannot be predetermined as it can vary depending on the length of stay, we apply this charge after the booking has been completed.

What happens if my flight has been cancelled?

If you provide us with the flight number at the time of the booking then we will be aware of this cancellation and therefore will cancel the booking. Should you need to make an alternative booking for a different date or time then you can do so via the web, app or our Customer Service Centre.

How much luggage will fit in the car?

This is all dependant on the size of the car and how many passengers are travelling.

Charges

When do I get charged for my credit card booking?

After your journey has been completed we will process a charge of the total value of the booking, including any amendments. You may see a pending transaction for any bookings made by card as we ringfence the value of the journey at the time of booking.

Why am I charged a parking fee at certain pickups?

Our drivers will sometimes incur charges linked to parking and in these cases we pass these charges on to the passengers.

How much will I be charged if I keep the driver waiting?

Waiting time is charged at £30 per hour for passenger cars. The first 15 minutes of waiting time is free and after this you will be charged in one minute increments.

How much will I be charged if I cancel my booking?

If your driver has been on the way to you for less than 5 minutes when you cancel the booking, we won’t charge you a cancellation fee. If your driver has been on the way to you for over 5 minutes when you cancel the booking, we will charge you a cancellation fee of £10 (this is our standard car cancellation fee which applies to central London postcodes. For a full breakdown of our cancellation charges visit our terms and conditions) Regardless of when you cancel, if your driver is going to be over 5 minutes late and you decide to cancel, we won’t charge you a cancellation fee.

Can't find answer? Ask Us.

Your Name (required)

Your Email (required)

Subject

Your Message