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FAQ
Frequently asked questions about services we provide. Use our 24/7 Support if you need more information.
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Do you have questions? Well, we have the answers!
You can find answers to some of the most frequently asked questions here, so feel free to send us a message if you do not find what you are looking for.
– Booking a transfer with Umbrella Transfers is a breeze! Simply visit our website and complete the online booking form. Or, you can download our Mobile Customer App and make your booking there. If you prefer, you can chat with our team members online, call our customer support team, or send us an email. We’re always here to help!
Our transfer prices are per vehicle, not per person. This means you can enjoy the convenience of a private transfer without worrying about additional costs for each passenger.
Yes, we can provide child seats and booster seats upon request – subject to availability. When making your booking, please indicate the number and type of seats you require, and we will try to arrange them for your transfer. We cannot guarantee their availability but will inform you if they become unavailable.
We monitor flight schedules, so if your flight is delayed or cancelled, our driver will adjust the pickup time accordingly. Providing accurate flight details during the booking process is essential to ensure a smooth experience.
Yes, our transfer services are available 24/7. Whether you have an early morning departure or a late-night arrival, we will be there to provide reliable transportation.
Yes, we offer transfers to multiple destinations. Whether you need to travel to different hotels, cities, or attractions, we can customise your transfer itinerary to suit your needs. Please contact our customer support to discuss your specific requirements.
Please note that we require all bookings to be paid by card; prepayment is mandatory for all reservations. Payment options are available for your reference, and our customer support team is happy to assist with any questions.
Our drivers are multilingual and can communicate in various languages. We strive to match drivers who can accommodate your language preferences whenever possible. If you have specific language requirements, please let us know in advance – subject to availability.
We believe in transparency and strive to provide upfront pricing without hidden fees. The price quoted during the booking process is inclusive of taxes and tolls. However, additional charges may apply for extra services or special requests, which will be clearly communicated to you.
Extra waiting time refers to the additional time a driver waits for passengers beyond the initial waiting time allowance. It is typically calculated based on the scheduled pickup time for local pickups and the actual landing time for airport pickups. The exact calculation may vary, and you can refer to our Price List or the customer app for detailed information on the waiting time fees.
If passengers have not boarded the vehicle within the allotted waiting time, we reserve the right to charge a waiting time fee. The fee will be proportionate to the delay in departure from the collection address, as detailed in our Price List.
If your flight is delayed for more than 90 minutes and our allocated driver is on the way to or at the pickup location, extra waiting charges will be applied for the delays in the air. The first 90 minutes of delay in the air are free of charge, and any subsequent delay will incur waiting time fees.
Our policy for prepaid bookings allows for a refund of 95% of the booking price if the cancellation is made more than 24 hours before the scheduled pickup time. However, if the cancellation is within 24 hours of the pickup time or after the driver has already begun the journey, the refund amount will be subject to the cancellation fee as specified in our cancellation policy.
Yes, our drivers provide a Meet and Greet Service at the terminal. They will hold a sign with your name for easy identification and assistance upon arrival.
Payment is typically prepaid for all clients. However, for regular customers who have opened an account with us, we offer weekly or monthly billing options for added convenience.
We provide a receipt of payment after the journey is completed. You will receive documentation for your records on request.
We value punctuality and aim to provide the best service possible. If the ride is performed, however – regardless of the delay, we do not offer refunds. If Meet and Greet is not performed on time – we might offer a refund of £10, but this is in our discretion to do so – it all depends on the situation.
We offer a wide range of vehicles to suit your needs, including Saloons, Estate, Minivans, MPVs, and luxury Executive Vehicles. You can choose the vehicle that best accommodates your group size and preferences.
Yes, you can make changes or cancel your transfer booking. We understand that plans may change, and we strive to be flexible. Please refer to our booking terms and conditions or contact our customer support for assistance.
After you book a transfer, you will receive detailed instructions on where to meet your driver at the airport. Typically, they will be waiting for you at the designated meeting point in arriving hall area, holding a sign with your name and the company logo.
Yes, you can request additional stops during the transfer, such as picking up friends or making a quick detour. However, please keep in mind that additional stops may incur extra charges, and it’s best to inform us in advance.
It’s recommended to book your transfer as soon as your travel plans are confirmed. This allows us to ensure vehicle availability and provide you with the best service. However, we understand that last-minute bookings may be necessary, and we will do our best to accommodate your request.
Our luggage policy varies based on your chosen vehicle. Generally, we allow one suitcase and one carry-on per passenger. Please let us know the exact number of bags you’ll have so we can assign the right vehicle. If you have extra or larger bags, tell us beforehand so we can make arrangements. Your satisfaction is our top priority.
Yes, our drivers are licensed by Transport for London professionals with extensive experience in providing transfer services. They are carefully selected to ensure your safety, comfort, and a pleasant journey.
Yes, we have a customer support hotline that you can contact for any assistance or inquiries 24/7. The number is provided in your booking confirmation, and our dedicated team is available to assist you.
Yes, we can accommodate larger groups and corporate events. Our fleet includes vehicles of different sizes; we can arrange multiple vehicles if needed. Please provide us with your group or event details, and we will tailor a transfer solution for you.
For regular addresses, we offer a maximum of 15 minutes of free waiting time. For airport and major port/cruise terminal pickups (where Meet and Greet service is performed), we provide up to 30 minutes of free waiting time and parking from the scheduled pickup time.
For airport pickups, the scheduled pickup time is calculated by adding the chosen time frame (hold-off period) to the last known estimated arrival time of the inbound international flight. This ensures that our driver is present at the appropriate time based on the flight’s expected arrival.
If you wish to cancel your booking, we have established a cancellation policy. The amount of the cancellation fee is determined by how far in advance we are notified of the cancellation in relation to the scheduled pickup time. For more information on the corresponding charges, please consult our cancellation policy section in our terms and conditions.
You can cancel your booking by emailing us with your booking reference and reason for cancellation, calling our Operating Centre, or using the cancellation feature in the customer app. Make sure to follow the instructions provided to ensure a smooth cancellation process.
Yes, we provide detailed Driver Details, including their mobile number, so you can quickly contact them if needed during your transfer. We send them usually no longer than 12/24 hours prior to booking time.
The amount of luggage passengers can take is defined by the vehicle they ordered at the time of booking – if you show up at the pickup location with a larger amount of luggage and the driver will be able to accommodate them in the car – some extra charges might occur. This is very rare.
Yes, our system and drivers actively track your flight to ensure they know of any delays or changes in your arrival time. This helps us provide a seamless service.