Frequently Asked Questions?


How do I get a quote or make a booking?

At Flex Taxis, getting a quote is absolutely free. Just complete our online booking form, give us a call or email us at info@flextaxis.com.

How do I meet my driver at the airport?

Our drivers will be at your terminal to meet you within 20 minutes of your arrival. They will have a hand holding a sign with your name on it. If we have your number, our driver may call you to let you know where you will find her/him.

How do you protect my information?

We only use your information in order to fulfil our obligations to you and for administration purposes. We will only disclose sufficient information to our drivers and sub-contractors in order that they can provide the service requested. We will never sell or disclose your information to a 3rd party except where required by law. We use security systems approved by financial institutions in order to protect your credit card and personal details. Our staff only has access to the information that is required to do their job.

What type of information do you collect?

Any information that you submit into a form may be collected and stored by the web or database server in order to improve our operations and to provide the best possible service. Like most websites, we automatically collect certain information about your computer in order to analyze how our customers use our website. This information includes your IP address and the details of your web browser. Email and communications with the site are archived until no longer required.

What information do you send me?

Emails generated in the course of your use of our website such as booking confirmations and emails keeping you informed on the progress of your booking. If you have any questions or concerns regarding how we use your information, please contact us on 01992467782.

Is your service available day and night?

Yes. We operate 24 hours 7 days a week, all through the year.

Will I incur any extra charges if my plane is delayed or cancelled by the airline?

No, as we will track your flight landing time we will be aware of any delays or cancellations and we will dispatch our driver according to the new landing time.

What happens after I have made an online booking?

We will review your request and send you an email and sms confirming the booking with a booking confirmation number.

We have children travelling with us, can you provide child/infant seats?

Yes. Please tell us the ages of the children and we can provide up to two child/infant seats free of charge per transfer.

Can I smoke in the car?

No. smoking is not allowed in all Flex Taxis.

Will I be sharing with anyone else?

No, we do not operate a shared taxi service.

What do I do if I can't locate my driver?

Please call us on 01992467782 or 07562644777 and our admin team will help you find your driver in the terminal.

Do I have to book online?

You can book online as our booking process is very easy. But if you prefer to speak to one of our admin team you can call on 24 hours line on 01992467782.

Do I need to pay in advance?

You can pay prior through secure online payment line through credit/debit card or Pay Pal. Also, you can pay cash to the driver at the end of the journey.

Can I pay cash?

Yes.

Do you charge extra fee for credit card bookings?

No

Which airports do you operate from?

We operate in all major UK airports and provide transport services anywhere in the UK.

How early do I need to book my car?

If you are making a last minute booking it is best to phone 01992467782, lines open 24 hours a day. Or you can plan your journey even 1 day / 1 month or 6 months or more than that as early you can.

How can I change my email address and keep my account?

Sorry, you cannot change your email address. It’s because every account registered is distinguished by email, which acts as a unique key. Any account is registered into the system with a unique email id which is used as a communication point between the system and the user. The system sends the email to the set id so it cannot be updated.

How can I close my account?

Please provide your details at Flex Taxis Limited by calling at 01992467782 or email us at info@flextaxis.com. They will take the necessary step to close your account.

How can I change my booking online?

Please login to your account. Click on three horizontal line on top left side. Go to booking history. You can see list of bookings. Click edit details of booking for which you want to amend the details.

How can I update my account?

Please login to your account. You can see edit my profile link just below your display picture. Click edits my profile. There you can make changes. To change your picture, click the select image. Choose the image. Click on submit button.

How do I make a booking?

You can make bookings online or by calling (insert number) to speak to one of our trusted customer service advisers 24/7.

How will my driver pick me up from my pick-up point?

You’ll be able to track your journey across all major London postcodes. Upon arrival, you will be alerted via SMS when your vehicle is outside. Once your car has arrived, you have 5 minutes of pickup time to begin your journey. Once you reach the 6th minute, we will start charging excess per minute. The standard rate is £0.50 per minute for standard services.

How will my driver pick me up from the airport?

This will vary from airport to airport and we will clarify the pickup point with you when you make a booking. This is especially important at large airports like Heathrow where there are multiple pick-up points for each terminal.

The driver can wait for you in arrivals with an Express Airport Transfers board, or they may wait in the vehicle at a suitable close parking space. This will be settled with you before the journey and we will text and mail you the details.

We will track your flight so we know when you land to account for any delays.

Once your flight lands, we offer a 30-minute window for pick-up to clear customs, passport control and baggage reclaim. If you expect to take longer then simply let us know. After this window, excess waiting fees will be charged.

Will I be alerted as to when my driver leaves and where they are?

Prior to your journey, we will alert you via SMS about the driver’s details. This includes info on the make and model of the vehicle, the driver’s name and mobile number and the licence plate. You will also be able to view your driver’s estimated time of arrival.

What is your cancellation policy?

We will cancel your booking for free prior to the driver’s departure or 5 minutes into the journey time. If your driver is more than 5 minutes into their journey then we’ll charge a flat cancellation fee of £10.

What happens if my driver is late?

You can track your driver to survey any delays. If there is a very severe delay or in the worst case scenario, a breakdown, then we will personally contact you with other transfer options. Please feel free to call our customer service advisers in the event of a query or problem with arrival and journey time.

Do I have to pay for parking at the airport?

This will vary from airport to airport. You will only ever be charged the minimum stay at the car park, so if our driver is early then you will not have to pay more. The charge depends on whether you are travelling straight through to a short-stay pickup point or whether the driver has to park in the main carpark. We will negotiate this with you at the point of booking. Parking fees at airports change often and will be added after your journey is completed.

What if I lose something in your car?

We have a lost property form here. Please call us immediately and we will contact the driver to search the car.

Do I have to provide the flight number when picking up from airports?

You don’t have to, but this will help us pick you up exactly on time, thus saving you potential costs for excess waiting time. Many flights are delayed by small amounts and tracking flight numbers allows us to make important adjustments to save you time and money.

Any issue not covered by the above FAQs? Please free to email us at info@flextaxis.com

What documents and information do I need to have to register as driver?

Required documents for driver registration are driving license paper, insurance paper, fleet/ vehicles paper and banking information(Bank Name, Bank Address, Account Number, Bank Swift Code, IBAN Number and Bank Sort Code ). You must provide your personal details like name, email, DOB, gender and location.

What can do to register if I do not know how to use Internet and computer?

Please send all your driver document in email (info@flextaxis.com) and we will open a driver account in your behalf.

How does the SMS system work?

You will receive an SMS for your each and every action in the system.

How can I change my email address and keep my account?

Sorry, you cannot change your email address.

How can I unsubscribe to the SMS system?

Sorry, you cannot unsubscribe to the SMS system. SMS System works only with the website activities.

How can I close my account?

Please provide your details at Flex Taxis Limited by calling at 01992467782 or email at info@flextaxis.com. They will take the necessary step to close your account.

How can I update my account (e.g. change of address, vehicle, uploading new documents, delete expired documents?

Please login to your account. Go to profile and vehicle’s document. There are different sections. Make changes on where you want to update your information. Then, click on the save button of the respective section.

How can I change/move from one account to another ( cash, commission or combined)?

Please login to your account. In the account type section, there is an upgrade. Click upgrade. Choose any one of the account types and then click submit. For cash and combined account, you need to top up your account.

How can I update my account (e.g. change of address, vehicle, uploading new documents, delete expired documents?

Please login to your account. Go to profile and vehicle’s document. There are different sections. Make changes on where you want to update your information. Then, click on the save button of the respective section.

Is adding picture on my profile mandatory?

No, It’s not mandatory.

What can I do if I am unable to take a job that I have accepted because of sickness, car breakdown or other family urgent matters?

If you figure out this, please contact Flex Taxis Limited immediately by calling at 01992467782. But be sure that you inform before 3 hours of pick up time. A certain percentage of your earnings will be deducted.

Any issue not covered by the above FAQs? Please free to email us at info@flextaxis.com

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Company Registration No. 10872858 | High  Road Broxbourne, Hertfordshire, EN10 6HS | Flex Taxis Ltd |   All Rights Reserved   ©   2019