Frequently Asked Questions (FAQ)
The only language in which we provide these frequently asked questions is English.
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Fill in our enquiry form, email or call us and one of our booking staff will be happy to answers any questions you may have.
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Numbers List
From following countries and speak to our booking staff in London.
From USA: (206) 855 3150
From Abroad: +1 206 855 3150
From Hong Kong: 8121 4233
From Abroad: +852 8121 4233
From Australia: (03) 9013 5053
From Abroad: +61 3 9013 5053
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Company Related Questions
Q: Who is Freedom Airport Service?
A: Freedom Airport Service is based in London and provide Airport chauffeur Transfers from London Airports, Executive and VIP chauffeur driven transfers to anywhere in London or in the UK, London Tours, Day hire, Coach services and Inter-city transfers. While we are based in London we provide pickups and drop offs to anywhere in the UK provided either the destination or pickup is within London or its surrounding areas. We serve 24 hours, 7 days a week, 365 days in a year.
Q: How long we have been providing private transfer service?
A: Our management team between them has over 5 years of experience in passenger transportation services. Our aim is to provide a professional service at competitive prices. All our drivers and chauffeurs are licensed and approved by Public Carriage Office, Transport for London.
Q: Why we are different from other service providers and many other websites you will find on the internet?
A: We only work with our own recruited drivers and chauffeurs as compare to many online websites who actually pass on your job to a third party or service providers and relaying on them for service quality. Being in control of our service we are likely to be stand out for quality assurance and professional on time service. That’s why we say “Experience the Difference”.
Q: Is our company and drivers licensed and insured?
A:Yes, We are fully licensed private hire operator based in London, officially licensed by Public Carriage Office, Transport for London and comply with all the requirements as set by PCO.
All our drivers are also fully licensed by PCO (Public Carriage Office) fully vetted and CRB (Criminal Record Bureau) checked. We only work with professional drivers who have years of experience in the industry and maintain high standards of service.
As a part of our licensing process with PCO, Transport for London we maintain our own Public Liability Insurance and all our drivers have their own PHV (Private Hire Insurance) for the vehicles they drive and passengers are fully covered for any claims arise because of an accident while travelling with Freedom Airport Service.
Q: What are those international numbers on the left hand side of this page?
A: These international numbers from USA, Australia and other countries is just a facility for our foreign customers to make reservation by dialling their local number and save on dialling UK number. We are not physically based in those countries and all calls are routed to our office based in London.
Airport and Seaport transfers related Questions
Q: Which airports do we provide pickup and drop off service?
A: we mainly cover following airports and all our airport pickups provided with a meet and greet service as standard. Our driver meets you inside the airport in the arrivals hall or at the airport information desk.
We also pickup and drop off from other UK and London airports including private jet pickups provided either your pickup or drop off is within London or its surrounding home counties.
Q: Which seaports/cruise ports do we provide pickup and drop off service?
A: we mainly cover following seaports. All cruise port / seaport pickups provided with a meet and greet service as standard where your driver meets you at the designated meeting point for passenger pickups.
· Dover Sea / Cruise Port
· Harwich Sea / Cruise Port
· Southampton Sea / Cruise Port
· Ramsgate Seaport
We also pickup and drop off from other UK seaports or cruise ports provided either your pickup or drop off is within London or its surrounding home counties.
Q: What if your flight is delayed or landed early?
A: We monitor flight arrivals time in our office and drivers go inside the airport according to the actual landing of your flight. We do not charge you any extra if your flight is delayed. In some circumstances, if you flight lands earlier than the scheduled arrival time please rest assured that our driver will be there on time for your pickup.
Q: Where do you meet our driver when the flight lands at the airport?
A: You will meet the driver either at the airport information desk or in the arrivals hall depending on the airport. See below details for common airport pickups.
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Airport
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Pickup Point
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London Heathrow Airport – Terminal 1
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London Heathrow Airport – Terminal 2
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International Arrivals Hall – with your Name Board
Domestic Arrivals Hall – with your Name Board
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London Heathrow Airport – Terminal 3
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Airport Information Desk – with your Name Board
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London Heathrow Airport – Terminal 4
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London Heathrow Airport – Terminal 5
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International Arrivals Hall in front of Costa Coffee – with your Name Board
Domestic Arrivals Hall – with your Name Board
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London Gatwick Airport – South Terminal
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London Gatwick Airport – North Terminal
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London Stansted Airport
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London Luton Airport
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International Arrivals Hall – with your Name Board
Domestic Arrivals – with your Name Board
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London City Airport
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Arrivals Hall – with your Name Board
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If you arriving at any other airport not detailed above, the pickup will be always in the arrivals hall with your name board.
Q: Suppose if you miss the flight, what happens?
A: You must call us at following numbers quoting your Booking ID number or Journey Reference or your name.
If you are using a UK Mobile Phone or Landline:
Line 1: 020 3384 4693 Line 2: 020 8683 9252
Line 1: 020 3384 4693 Line 2: 020 8683 9252
If you using a Foreign Mobile Phone or Landline:
Line 1: 0044 20 3384 4693
Line 2: 0044 20 8683 9252
Line 1: 0044 20 3384 4693
Line 2: 0044 20 8683 9252
Booking Lines (Office hours):
8:00AM till 11:00PM (UK Time)
Call Centre Information Lines:
24 Hours, 7 Days a Week
8:00AM till 11:00PM (UK Time)
Call Centre Information Lines:
24 Hours, 7 Days a Week
Our standard terms of business and cancelation & Refund policy will apply.
Q: Suppose your flight is cancelled, what will happen?
A: If your flight is cancelled for any reason and you are travelling at a later date or time, you can always let us know and we can keep your booking on hold. There is no charge for this. If your flight is cancelled and you are not travelling anymore and want to cancel your booking in this case we will charge you £5.00 for a single journey booking and £10.00 for a return journey booking.
Please note in the following circumstances we will charge you according to our standard cancellation policy as explained in section (9) of our terms.
- Where your airline is not displaying accurate information about the cancellation and we have sent the driver at the airport for your pickup. It is always better to let us know about the cancellation of your flight as soon as you know as you are the most up to date person while at the airport.
- For European flights cancellations we might charge you as per our standard terms in section (9) especially if you failed to inform us that your flight has been cancelled because in many circumstances there is no up to date information available at the airline website or at the airport website.
General Questions
Q: What other services do we provide?
A: You can view the details of our services on our home page. Here is a list of some of them.
· Executive car hire
· Airport transfers
· Coach services and day hire
· London and UK tours
· Contract and Account work for corporate clients
· Events and Conference transportation service
· Weekly and Monthly hire for VIPs
Q: How can you make bookings?
A: You can Book Online, Send us an Email or Call us on our booking lines. You can visit information page How to Book for more information.
Q: How can you pay for the service?
A: We accept all major credit cards as payment. You can get online discount with this option.
Q: Can you pay in cash to the driver?
A: Yes, you can make reservation as cash payment to the driver but to secure a booking we will require your credit / debit card details to confirm the booking. We will not charge your card for the payment. You will pay the driver in cash for each journey separately.
Q: What if I cannot locate my driver?
A: Call us at the following numbers quoting your booking ID number or journey reference number or your name and our experienced staff will be able to assist you.
If you are using a UK Mobile Phone or Landline:
Line 1: 020 3384 4693 Line 2: 020 8683 9252
Line 1: 020 3384 4693 Line 2: 020 8683 9252
If you using a Foreign Mobile Phone or Landline:
Line 1: 0044 20 3384 4693
Line 2: 0044 20 8683 9252
Line 1: 0044 20 3384 4693
Line 2: 0044 20 8683 9252
Booking Lines (Office hours):
8:00AM till 11:00PM (UK Time)
Call Centre Information Lines:
24 Hours, 7 Days a Week
8:00AM till 11:00PM (UK Time)
Call Centre Information Lines:
24 Hours, 7 Days a Week
Q: Do the quoted fare prices refer to per person or per vehicle?
A: Prices quoted are per vehicle and not per person.
Q: How long before should you make your transportation booking?
A: We would suggest you book at least 24 hours in advance. Most of our customers book their journeys 7 to 14 days in advance and many of them book their transportation when they are booking their air tickets or cruise holidays. We do take last minute bookings but in most days we are fully booked.
Q: Do we always charge same fare?
A: For certain days as mentioned below, there will be an extra charge of up to 50% will apply. Our system is smart enough to calculate correct fare including any extra charges for those days.
· Christmas Eve
· Christmas Day
· Boxing Day
· New Year’s Eve
· New Year’s Day
Q: Can I cancel my booking?
A: Yes, you can cancel a booking. Please see visit Cancellation & Refund Policy page for more information.
Copyright © 2010 Freedom Airport Service (a trading name of Talking Direct Limited)