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 (…..), email us at (…..) 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…

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 (…..), emailing us at (…..)or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

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 (…..), email us at bookings(…..) 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

he 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 (…..) 5700, email us at bookings(…..) 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…

    • Bristol Airport T. North > near M&S / Boots shop;
    • Bristol Airport T. South > near Costa Coffee shop;
    • Bristol Airport T. 1 > terminal closed;
    • Bristol Airport T. 2 > near WHSmith shop at arrivals;
    • Bristol 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

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 2 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).

You can pay for your journey by debit or credit card online directly on our website or via a payment link. 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 boardedor 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).

You can either book 2 separate journeys via the online booking form, or book both ways in one go (the return journey must be the reverse of the first journey, otherwise we recommend booking 2 separate journeys to reflect the different itineraries). Alternatively, you can call us at (….), email us at (….),or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).