Frequently Asked Questions
Questions
Q: Who are Medway Express?
Q: What type of service do you provide?
Q: How easy is it to book a car with you?
Q: How long have you been providing a private transfer service?
Q: What area do you cover?
Q: Which airports do you service?
Q: What type of vehicles do you have?
Q: How can I pay for this service?
Q: Can I pay in cash?
Q: What if my flight is delayed? Will I be charged extra?
Q: Where do I meet my driver when I land at the airport?
Q: What if I cannot locate my driver?
Q: Is your company licensed?
Q: Do you operate a fixed price policy?
Q: Are your prices per car or per person?
Q: How early do I need to book my car?
Q: Do I have to book online? I would like to speak to someone?
Q: Can I make a booking if we are more than 8 passengers?
Q: Will you meet us at any time of day?
Q: What if the flight is delayed or early?
Q: Are there any additional costs?
Q: Do I need to pay in advance?
Q: Can I cancel my booking?
Q: What happens if my flight is cancelled?
Q: What if I miss my flight?
Q: What happens if my flight is diverted to another airport?
Answers
Q: Who are Medway Express?
A: We are a specialist private hire transfer taxi service, called minicabs ( or mini cabs ) in London for legal reasons. We provide travellers with a vehicle and a driver to transport them to or from UK Airports, Seaports, London Hotels or any UK Postal Code. This is NOT a shared service as the vehicle is for your sole use. Our service differs from Black cabs, also called Hackney carriage in that you need to book us in advance either by phone or online
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Q: What type of service do you provide?
A: Tell us where and when you want to go, and we will get you there. We have many different types of vehicle and they are all provided with polite and helpful licensed drivers by the Public Carriage Office, which is taxi licencing authority in London. We also work as couriers, provide minibuses & all kind of chauffeured vehicles
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Q: How easy is it to book a car with you?
A: Very Easy! All you do is tell us: How many passengers and luggage you have, Where/from where you want to go & the time. It's done!!! Its as easy as one, two, three !!!
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Q: How long have you been providing a private transfer service?
A: Our company is almost 30 years old. Our management has over 10 years of experience in passenger logistics. Our aim is to provide a service that is second to none. Our drivers are licence and approved by the PCO.
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Q: What area do you cover?
A: We can provide service in most parts of London, it's surrounding & London airports. Any juorney starting or ending here can be covered. If for any reason we can't serve you we probably know someone who can. Our aim is to enhance the service that we provide, so be rest assured we will go that extra mile to provide you with as much as we can.
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Q: Which airports do you service?
A: All London airports & the majority of UK Airports, as long as the journey starts or ends in London.We usually pick up the customers from outside the arrival terminal. The office/ driver will text/phone the passenger with the details of the vehicle and direct them to it just after actual landing. We do a meet and greet service in some circumstances for an extra charge.
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Q: What type of vehicles do you have?
A: We have a vast range of vehicles from saloon / sedan cars to minibuses, limousines to coaches. All needs are met. Some examples of our cars are shown on our website.
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Q: How can I pay for this service?
A: We accept all major credit / debit cards for payment for most prebooked journeys( card payments are subject to a processing fee charged by our bank). We usually take payment in cash at the end of the journey in sterling pounds
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Q: Can I pay in cash?
A: Yes you can, simply pay the driver on the date of your journey. Cash payments are accepted in GBP.
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Q: What if my flight is delayed? Will I be charged extra?
A: We monitor flight arrivals before any drivers are dispatched, as a result we do NOT charge you any extra if your flight is delayed.
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Q: Where do I meet my driver when I land at the airport?
A: The office/ driver will text/phone the passenger with the details of the vehicle and direct them to it just after actual landing. Generally it is "The Information Desk" at Heathrow Airport, or in "The Arrivals Hall" at all other airports or ports.
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Q: What if I cannot locate my driver?
A: Call our 24hr support line on 0044 (0) 208 9989090 quoting your transfer order reference number, your name or your order date & time and our experienced staff will be able to assist you.
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Q: Is your company licensed?
A: Yes, we are a fully licensed company and are required to abide by the regulations set by the Public Carriage Office.
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Q: Do you operate a fixed / flat price policy?
A: The majority (98%) of our customers do not pay more than the quoted price, in that sense yes we operate a fixed price policy. But diversions, extra pick ups, extra luggage than what is specified in the booking, unusually extra waiting time after arrivals & meet and greet service customers who do not show in 90 minutes after actual landing, will incur extra charges. Journeys that involve undeclared waiting time will incur 10 GBP per hour, other charges are variable. Credit or debit card payment incur a processing fee.
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Q: Are your prices per car or per person?
A: Our prices are per vehicle booked not per passenger. Our vehicles are sole use vehicles. We provide some shared vehicles when asked for, which is an exception. Please see Vehicle capacity for further details.
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Q: How early do I need to book my car?
A: We can provide our mini cab services within 15 minutes sometimes if a car is in your area, but the earlier you book the better, 24-28 hours would be recommended. If you are making a last minute booking it is best to phone 0044 (0) 208 9989090. Our lines are open 24 hours a day. Online bookings for journeys starting within 24 hours or from outside London SHOULD be confirmed over the phone.
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Q: Do I have to book online? I would like to speak to someone?
A: Our online booking process is clear and easy to understand. But if you prefer to speak to one of our controllers / telephonists you can make a booking over the phone via our reservations line on: +44 (0) 208 9989090, lines are open 24 hours a day.
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Q: Can I make a booking if we are more than 8 passengers?
A: We can cater for any number of passengers 1 - 100 or even more if necessary, please use the special quotation form and ensure that you include the number of passengers in your party and full details of your journey.
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Q: Will you meet us at any time of day?
A: Yes we provide a 24 hour service. We will meet you at any time of day or night and there is no extra charge for unsocial hours. The only time we levy an extra charge is at the Christmas / New Year period - Christmas Eve, Christmas Day, Boxing Day, New Years Eve and New Years Day.
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Q: What if the flight is delayed or early?
A: We work on the basis of actual arrival times, we do monitor all flights according to schedul, there are no additional charges if your flight is delayed or earlier.
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Q: Are there any additional costs?
A: Waiting time after free period 10 GBP per hour. Diversions - Minimum charge 5.00 GBP Extra Passengers or Luggage - Vehicle Upgrade charge.
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Q: Do I need to pay in advance?
A: No you do not need to pay in advance. You can elect to pay on arrival.
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Q: Can I cancel my booking?
A: Yes, you can cancel a booking. Please contact Our 24/7 Helpdesk on
00044 (0) 2089989090. Cancellation within 24 hours or after the dispatch of the booked vehicle will incure some charges.
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Q: What happens if my flight is cancelled?
A: Contact us as soon as possible on 0044 (0) 2089989090. We will not dispatch the driver then. Your transfer order will be placed on HOLD for 24 hours, during which you can rebook your transfer at no extra cost.
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Q: What if I miss my flight?
A: Contact us as soon as possible on 0044 (0) 2089989090. We will not dispatch the driver then. If you fail to inform us and the driver is dispatched our terms and conditions will apply upon which you will incur a full "No Show" charge. If however you inform us prior to the dispatch of the driver we will place your transfer order on HOLD for 24 hours during which you are able to re-book at no extra charge.
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Q: What happens if my flight is diverted to another airport?
A: Contact us as soon as possible on 0044 (0) 2089989090. We will not dispatch the driver to the other airport until you or the passenger have authorised us to do so. Additional mileage charges may be levied.
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