What if I am held up at passport control or baggage reclaim?

Queues at border control and slow baggage belts are common after a busy arrival, and they are the main reason people reach the meeting point later than their landing time.

What to do

1. Turn on your phone as soon as you land so we can reach you, and so you can read any message from your driver.
2. If the delay looks long, call 020 8742 2888 or message us with your booking reference. The driver will already have your landing time, so a short update is enough.
3. Head to the meeting point in your confirmation once you are through.

How much time you have

Give us the flight number and local arrival date. We track the flight and adjust the collection time for an ordinary arrival delay without a delay surcharge. Airport pickups include 60 minutes after actual landing; other pickups include 15 minutes from the booked time. Contact us if baggage, immigration or assistance delays you. Any extra waiting rate is explained and agreed before it applies.

Entry requirements

Whether you need a visa, an electronic travel authorisation or other permission to enter the UK is decided by the UK government, not by us. Check the official gov.uk guidance for your nationality before you travel.