Tell us as soon as possible
Call +44 7400 001716, email bookings@londonarrival.co.uk or message us on WhatsApp. Include your booking reference, passenger name and pickup date so we can find the correct journey.
Changing a booking
We can check requests to change the route, date, time, flight, terminal, passengers, luggage or vehicle. A change may affect availability and the fare. We will confirm any difference or applicable charge before travel.
Cancelling a booking
Cancel at least 24 hours before the agreed pickup time for a full refund. For a cancellation within 24 hours, contact us promptly: we will refund the part of your fare above any reasonable, unavoidable costs or loss directly caused by the cancellation. We will explain the calculation before processing the refund. If London Arrival cannot provide your booked transfer, we will refund the fare for the service not provided. Refunds are returned to the original payment method.
These terms apply to bookings made after this policy is published. If you booked earlier, contact us and we will check the terms provided with that booking. Your statutory rights are unaffected.
Flight delays and changes
If you provide a flight number, the arrival can be monitored. If the airline changes your flight, send us the new flight number as soon as you can. A flight delay is different from cancelling the road journey, so contact us if you no longer need the transfer.
Waiting at pickup
Airport arrivals include 60 minutes of waiting from actual landing, with parking during that period included in your quoted fare. We monitor your flight and adjust collection if it lands late, with no extra charge solely for a flight delay. Hotel, home and station pickups include 10 minutes from the booked pickup time. Contact us promptly if immigration or baggage collection takes longer. Extra waiting is arranged in 15-minute blocks: the team will quote the waiting charge and any additional parking separately and obtain your agreement before extending the wait. No extra charge is automatic.
Short-notice journeys
Online bookings require at least 24 hours’ notice. For a journey within 24 hours, contact us before paying so the team can check driver availability and confirm the arrangement.