FAQ

Frequently Asked Questions

At Heathrow, your driver will collect you at the agreed WeKnowLondon desk (there is one in Arrivals at every Terminal). You receive exact instructions in your confirmation email or via the App.

There is a 30 minute waiting time included. Fees will be charged if you are later. If you feel you will be later than that, just extend the time prior to the cut-off point.

Book via the our App, this website or call 0800 310 0442.
Select the promo section of the booking portal or App and input the code.
Shortly before the journey time, we will send you an SMS with the driver’s details including the make and model of the car and the driver’s contact number. You will then be able to track your driver through the app to see the driver’s estimated time of arrival.
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 0800 310 0442.
If you think you’ve lost an item in one of our vehicles email us at bookings@weknowgroup.com 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.
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
A receipt will be emailed to you. If, for some reason, it is not, email bookings@weknowgroup.com and request one.
Saloon – 2 Large Cases & 2 Small Cases
Executive – 2 Large Cases & 2 Small Cases
MPV – 4 Large Cases & 4 Small Cases
MPV+ – 6 Large Cases & 6 Small Cases
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.
What do I do if my flight is 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 Team.
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 Booking Department on 0800 310 0442.
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.
We accept all Major Credit and Debit Cards.
You are able to make bookings via multiple pick up and drop off addresses via the web, App and our Booking Department.
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