Abandoned by a driver half way through the journey so walking home at 3.30 AM !!!!!!!!!!!!!!!!!!!!!!!!!! I can’t quite believe this just happened. The driver responded to my ‘hello’ that my ‘home address is not clear’ and then started going the wrong direction, at some point when he missed all the turns, I pointed out to him that he was going the wrong way and he assured me he knows what he’s doing. I say OK but he kept going and it was really off course so I pointed it out again saying we can’t miss our flight so can he please check the destination on the map he is following (He was refusing to go the direction because he was following ‘the map’)!! He eventually turns back to go the right direction but takes a wrong turn again!! I notify him that he took the wrong turn again, the destination is 1 min away on the left, why did he turn right!? At this point he is full on shouting at me saying I can’t tell him what to do!!!!! I call the AL team in my panic, the operator had no idea how to deal with this and after I had explained above, she asks me ‘well can you not ask the driver to take you where you need go’!!! The driver (who is eating his stinky sausage roll which is making me nauseous ) is shouting at me saying ‘you can’t tell me what to do’!!!! I hung up the phone, ask him to stop the car and get out finally (after 20min driving the wrong direction)! At this stage I was worried for my own safety in the car and outside the car (it was 3.30 AM)! I run for the airport bus which was missed of course so walking home at 3.30am!! I call Addison Lee again and they say ‘they can’t authorise a refund and since it’s Christmas (it’s the 3rd Dec), they don’t know when they will be able to get back to me!!!! And I just got a notification that they have decided to charge me £14.70 for this abusive experience!!! UNBELIEVABLE!

Update July 11 2023: Beware! 3 weeks passed. My Complaint about Addison Lee driver has gone nowhere! Too much time is wasted on a merry go round with Addison Lee customer service. If you have an issue you wish Addison Lee to address, please be aware that AL’s team has a lot to learn about fostering good “customer experience” when it sticks stubbornly and rigidly to protocol or processes without using some common sense. I won't say that its customer service experience team is incompetent but they are just not using their heads to exercise some initiative and flexibility. I suspect that the current work culture in Addison Lee organisation is to blame. It does not encourage or facilitate good customer service as evident in its driver's poor behaviour and now the inertia of its customer experience team to exercise good judgment and act to get to the bottom of the complaint. So readers you need to be aware that if you use its services and have an issue to raise with AL, your matter just may not get attended to your satisfaction, if at all! 1st report June 18 2023 Driver LF23FDP Car plate. 16June 2023 10am. We waited patiently for him till we have to ask the hotel to contact him. No stars would be the correct rating. Where and to whom in Addison Lee management can we make a complaint to about the extremely poor attitude, behaviour and work performance of this one particular driver! He claims that we were rude to him therefore he refuses to drive us to the airport! To him, expressing our displeasure for his lies, laziness and unprofessionalism is rudeness! What a cheek! We wish also for Addison Lee to investigate and provide bona fide proof of the driver’s claims that he had sent notifications to us ahead of his impending arrival. Where and to whom in AL’s senior management can we seek help to lodge an official complaint!

The app did not allow me to book my specified pickup time as it was “full”, so I had to book an hour later from my landing time. That’s fine but once I arrived at the meeting point, there was no driver waiting for me and no notification of lateness. I’d left my number in the booking form but be aware they will *not* call or text you to inform you about the driver progress (maybe because I used a foreign number). I was quite surprised as usually there should be an email or text with the driver’s details a day before so we could contact each other but alas, my email inbox and text message inbox were both emptier than the Sahara desert. Found another Addison Lee driver and asked for his help to call their head office to check what was going on. The driver was running 15-20 mins late but no one cared to inform me! Waited and waited and eventually found the driver who had come late and was waiting but again, didn’t bother contacting to inform me of his arrival! Am absolutely appalled by this so-called service, especially since Addison Lee charges quite premium prices for their airport transfers. I paid £103 for the airport transfer from Heathrow to central London and later on received an additional charge for the airport car park, which surprised me as there was no mention of this on the booking website. I thought I had gotten a credit card fraud when the additional charge came in later, and the total journey price going up to £110. 0/10 - won’t be taking Addison Lee again as there are many other options for airport transfers that are more affordable and could possibly provide better service as seen from the numerous other airport transfer services with waiting drivers at the arrivals area when I got out. What a stressful and unpleasant experience, a bad start to a trip.

We used an Addison Lee taxi service for an airport transfer from Heathrow. We were carrying fragile plates from Uzbekistan and informed the driver of this. We raised concerns about the stability of the suitcase which wobbled when he put it in the boot. The driver assured us that the suitcase was secure despite the raised concerns. When we arrived, the suitcase fell out of the boot and our plates were shattered. These were one of a kind plates made by an internationally-recognised master potter in Uzbekistan by the name of Alisher Nazirov. Aside from being highly valuable, they carried great sentimental value. It is not everyday that one visits Uzbekistan after all. Unfortunately when we raised concerns to Addison Lee, the driver refused to assume responsibility and claimed not to recall a suitcase falling at all. As the three of us who took the ride can attest, this is completely false. This service reflects poorly on Addison Lee and as of yet our concerns about the driver's negligence and failure to secure our items have been dismissed. Moreover, when we requested compensation, Addison Lee attempted to deflect responsibility to us instead by questioning the packing. We had wrapped the plates in multiple layers of paper, cotton, and bubble wrap. The packing was not the issue, it was the negligence of the driver despite our multiple voiced concerns and his subsequent refusal to accept responsibility for his negligence. We are deeply disappointed in Addison Lee's services and do not recommend that they be used should one be carrying anything of value - sentimental or monetary. It is clear that this service is not trustworthy.

I use this company as a DSA cab service from student finance, so I have no say in which company to use and I wish I did. I heavily rely on these cabs as I am disabled and commuting exacerbates my symptoms greatly. Sometimes I have no issues, cabs arrive on time (although 98% of the time two buildings down…) or early, professional drivers, sometimes they’re lovely and chatty and I have a good experience with them. But other times, like today, they are late and incompetent. I’ve had drivers who have genuinely made me fear for my life because they were driving so recklessly, cabs just not showing up, once even waiting over an hour and still nothing, unprofessional drivers who chew gum with their mouths open and phoning their friends and family and speaking very loudly without asking me if it was okay for them to phone them. But nothing compares to today. My driver was 11 minutes late, and when he arrived (again, two buildings down) he got out of the car and walked away!!! I had to raise my voice to get his attention because he was walking so quickly, and I couldn’t catch up with him. I asked him what he was doing because he was late and walked away, and he started having a go at me. His response to being late with no text, no call and no response to my calls was “and? so what?” and his response to walking away was “it’s none of your business”. Then mid journey his FARTED. I am appalled and will be making a formal complaint about him. He should not be doing this job.

I recently took a journey with Addison Lee as I was going on a night out in heels and preferred to be warm and comfortable. I tried Addison Lee instead of waiting for public transport. What a mistake! It is extornately expensive. A 13 min drive to go approximately 2.7 miles is £17.70. The car absolutely stank! The driver seemed to recognise this and lowered the car window. So I've waited for ages, spent extra money to be in a freezing, stinking car! I spent £10 more than I would with Uber, Bolt, or any other service. It would have been better, more comfortable, and I would receive a much better service paying £1.75 for the bus. I gave feedback and was offered 10% discount as a "goodwill gesture" equating to £1.77 after emailing their customer relations email. I personally found this insulting. After going back and forth via email, the response was, "Unfortunately, in regards to vehicle standards, a 10% discount is the highest I can offer. I apologise if this is not what you wanted to hear." The conversation has now closed and nothing more has been offered by Addison Lee. Thus, I wouldn't waste time with their customer relations email or responding to the silly copied and pasted "email us to investigate" or "look into this for you" review replies. It gives the appearance of appropriately dealing with complaints, but they don't! Just avoid, save your money, and get a better service elsewhere!

I have/ had a disabled student account with Addison Lee. I try not to use it much unless my legs are really in pain as it feels wasteful when it's just one person. However, when I really needed to use it (struggling to walk), I was told that my account had been placed on hold. Not by Student Finance (who pays for this), but by Addison Lee, and I could call the following day from 9am to rectify this. I then found an email that I'd previously seen saying that it would run until the end of June, and if it had been arranged for my travel to extend past that to get in touch. It was only the 19th June; well within my study time (hence I was trying to get home - in pain - from uni). I called again; nothing they could do. So I'm left sat outside my university crying at (now) 24 minutes past midnighton 20th June, a physically disabled woman who's stuck and alone in a city with few friends and no relatives. Even though my disability transport hasn't officially ended for the year (and my university year isn't even over). Sorry, but this is as revolting as it is dangerous. Read your contracts, because I have just re-read mine, and I should still be able to get home safely via this company through my Disabled Student Allowance. This is utterly dangerous and desperately unkind. This is not a company to trust with anything.

Usually companies send out a satisfaction survey rather than pandering for reviews, so I guess I write about my experience in a public place. =/ We booked through Virgin Atlantic as an option for for a ride to the Upper Class lounge. They came 15 min early and did not bring an appropriate car for 4 people and luggage, when it was clear on my order. Anyways the man met my parents and tossed their bags in the truck and told them they had to leave NOW and could not wait for me or my brother. Luckily, got downstairs in time. He said that he couldn't take us all and that we'd have to get a different taxi, but we managed to fit our luggage in the car and ourselves with 3 people in the back. When we arrived terminal 3 was packed and he tried to get us to get out in the middle of the road. I said, "This doesn't look like the Upper Class terminal to me". Seemed unaware that was my destination and seemed annoyed we had to turn around and get dropped off at our ACTUAL destination. Like, do you guys not read the order/instructions?!? If he DID leave without me and only took my parents, they would have been utterly lost in the chaos! I will be contacting Virgin Atlantic as well as I think they would want to know how their contractors are treating their customers.

Addison Lee were hired to drive a friend from home in Bermondsey to London City Airport. On booking I asked whether the quote was the complete full charge, and was assured that the only addition would be if the fare kept the driver waiting. Communications were poor - I requested updates be sent to me as well as to the passenger, but this did not happen - even the data sent after I phoned was only the original booking information. Full address details were given, including house number, but the driver parked around the corner where the car could not be seen. It took some time for the passenger to find the car and redirect it to the correct place. Waiting time legitimately starts when the driver is at the destination, but Addison Lee made a charge nevertheless. In addition, they automatically take a tip - even after explicitly stating that there are no additional charges. Poorly run, makes charges that are explicitly denied at booking time, and creates false waiting time for which it charges charges. Not recommended Addendum: Addison Lee refunded the waiting time, so modified star rating as they behaved ethically. However, with a little more driver training they could have earned a five-star rating.

What a scam.. Full of hidden fees.. STAY AWAY If you are booking for a airport pickup, please look elsewhere. They say that the driver will monitor the flight in case of delays, but they never do. This is the second time they charge me for waiting time on a delayed flight. If you are booking through the website/app it doesn't even allow you to schedule it for a specific time, if it is an airport pickup. You HAVE to give the flight details, otherwise it doesn't let you proceed, and the time is set automatically. I knew my flight was going to be delayed so I wanted to schedule for 2 hours later than my flight was originally supposed to land. I decided to phone Addison Lee so I can explain this to a representative. I explained that I know already that my flight is delayed by 2 hours and she assured me that the driver will monitor the flight and will be aware of any delays that might occur. I asked her several times and she confirmed that I won't be charged for the flight delay. I just received the invoice and I have an extra £80 charge for waiting time on top of the £147 that I was quoted over the phone. PLEASE STAY AWAY UNLESS YOU WANT TO BE ROBBED

UPDATE... I noticed they have replied to other 1 star reviews. But not mine. Goes to show.. they cannot justify the evidence and they do not care about customer safety! Review... Turned up on time. A bit dangerous if you have kids. He flew along a main "A Road" where speed limit is approx 60-70mph but with one hand on the wheel. See pictures from a video I took!! One hand in wheel. One hand on lap at 60mph. (They keep getting deleted at first posting though - not sure why - if not there soon then I will post the video on youtube). I also put pic of car so you can be careful. No one deserves an accident when I could have warned you. My family shouldn't be put in the position of potentially having to argue with a driver to drive correctly and SAFELY. I shouldn't have to bring this up at all as a customer. We don't know how he will react. May ask us to get out and leave us in middle of nowhere.?? Tell me no one has ever been killed by a taxi driver? One bump and he loses control. I treat this very seriously. Not pleased. Be careful. Take your own video evidence if in same situation to report to Addison Lee like this.

Vehicle did not have enough charge to complete the journey, driver collected me from the airport and carried on anyway. Didn’t stop to charge anywhere, ended up powering out (electric vehicle) 10 minutes drive from the nearest down in the countryside at midnight. As a woman travelling solo from a different country, no one at Addison Lee took me seriously when I advised I felt uncomfortable stuck in the dark & alone with a man who wouldn’t unlock the car to let me out of the vehicle. Was told another driver would eventually pick me up, but they couldn’t tell me how long it would be as we weren’t in a town or city. Managed to find an alternative ride eventually, no one at Addison Lee seemed concerned if I made it to my end destination or not or if I was safe in the end. Was told I’d get an email to acknowledge my feedback in 3-5 working days when I proactively called them to let them know I had reached my final destination safely thinking someone would have been concerned about the passenger in this situation (they were not, didn’t appear to realise that there even had been an issue). Absolutely shocking.

Pre booked and paid for 3 taxis from Euston to Trafalgar Sq and return later in the day. It was to pick 10 school children and 3 staff. All 6 drivers were very helpful. However, we booked a pick up point at Euston but one of the drivers picked us up at the opposite side the station! Then the return journey was absolutely unacceptable. Three taxi due to collect at a booked time and place. 6 mins after we were due to be collected I hadn’t heard anything so called the main number - told that all 3 taxis were 4-6 minutes away. 17 minutes later called again to be told that 1 taxi was nearly with us but the other two were a 10 minutes away. Eventually they arrived - approx 45 minutes late. Due to the lateness and poor service we missed our train back to the North West. Thankfully the staff at Euston were amazing and got us on the next train, an hour later. Shame Addison Lee’s service isn’t as good. The reason for my low score is - why take a pre-booking from a school, take money in advance and then not follow through with the service that was paid for. Very, very disappointing.

Absolutely terrible experience & will never recommend. Despite having the reputation of a high-end private driver service and charging double what other companies charge, not only are there hidden costs (10GBP for airport parking on top of stated fee only unveiled after the drive when my pick-up location was set to Luton airport) but the driver never tried to communicate with me after walking around the airport looking for them for 20 minutes after exiting arrivals (and supposedly after their arrival to the airport). Took 4 calls to customer service and them connecting me to the driver to finally be able to meet up with him & he arrived with a coffee in hand with no urgency / display that he was late. I contacted customer service via email, too, and the customer service experience is awful. They obviously don’t care about repeat customers because any other company would have cared a lot more and given more than a 10% discount (which paid for the unknown parking charge so isn’t even a discount).

Unfortunately, I've had an issue with Addison Lee and they have been slightly rude, unhelpful and haven't responded to me for a few weeks now. I booked a car which arrived 30mins early and I wasn't at the destination yet. They said they would leave and come back at the time they were meant to. They then turned up an hour late leaving me waiting in the pouring rain for an hour, the driver was rude stating he came earlier, which I explained he was 30mins early than the time I had booked and he could have waited. I was given a £10 voucher for my time. I then tried to book with the voucher which you can't do on the phone. The code didn't work on the website or app. When I called explaining the situation the woman, who was rude and unhelpful said there was nothing she could do and to use the app. I kept trying but it kept saying invalid so I just had to book and pay the full price. I've emailed twice about this issue but have been ignored. Bad customer service. Bad communication.

Shocking experience. Do NOT rely on Addison Lee, I will NEVER use them again. I used what I thought was a premium service to ensure that I could make my train on time, but they just didn’t turn up despite booking a day earlier. When I chased them, they didn't even apologise and just said the taxi was still on route and was running 45 minutes late by which time I had missed my train. Pathetic and they could not have cared less. Totally unreliable and I will NEVER use this company again. I see that I am among many unhappy customers who made the mistake of booking with Addison Lee - their reviews are dreadful across all review sites. I am still waiting for my refund. Avoid at all costs. Sadly I am forced to click 1 star - I would prefer to give 0 stars which is a more accurate measure of their service. Anyone noticed how they literally just copy and paste their meaningless apologies to all of these dreadful reviews? Despicable.

Absolutely down the pan. Used to be a reliable service. The past 3 times I have used it for work, not only have the taxis not arrived, but there has been no notification of cancellation. This morning was the last straw. I had an important job and needed a taxi for 5.15 from my home in north London. I called at 5.05 since I know how unreliable they are. They asked me to hold. 2 minutes later they told me sorry but there would be no cars in the area for at least 30 minutes. I don't normally complain as I know the trouble starts at the root, not with the person on the phone. However they just said the service is automated and all drivers are self employed- basically just using a spiel devised by Addison Lee to absolve them of responsibility. I had to then source a local taxi which at last minute which came to £50. I will be claiming compensation and will never use this company again. Too many no shows. Have become a joke.

I stopped using Addisson Lee a few years ago as I was often having delays with cars I had pre-booked which nearly cost me missing trains and flights. I decided to give them a other chance and booked with 24h notice a 4am pick up to Gatwick airport. I received text messages at 3:50 and 4:00am saying that my booking was a priority and they would let me know when a car had been assigned to me and was on the way. I decided to call their Customer service department to be told that it would be at least 30 minutes before a car could be sent to me.... I was absolutely disgusted and stressed over having to quickly find an alternative. Luckily I managed to book an Uber and had a driver pick me up 3 minutes later. I cancelled my booking with AL and removed their app. I will NEVER use them again. What's the point in paying premium price and booking in advance if you are going to wait 30 minutes for a car....

We booked a car to take us from our hotel in London to Southampton due to there being a train strike at the last minute so n the Friday. We had paid for a train ticket. The driver was terrible. He didn’t know where he was going, was reading articles and scrolling on his phone when he was supposed to be concentrating on driving. He was also clipping his nails while he was suppose to be driving. My friend who was sitting next to me in the back seat told me this. He also was continually beeping at people standing on the pavement and scaring them. It was the ride from hell. I know it was last minute booking but still expect the driver to abide by the road rules which doesn’t include reading articles on his phone, cutting his nails and scaring people on the pavement. Because of our experience I would never recommend this company to anyone. It was recommended by the concierge at the our London hotel.

I can not believe the terrible service I have received from Addison Lee. I pre-booked 2 x 6 seater cars for a family funeral 2 weeks in advance. I called to make these bookings and explained the importance of the day and the timings. On the day neither cars turned up at the booked time and when I called I was told they would be at least another 45mins. They do not allocate cars and if they do not have a car in the area then you don't get your pre-booked car. Why take a booking, take my money, agree a time and date for pick up but then just don't allocate a car. No apologies, no explanation and why was I not told this when I make the booking and said they had to be with us at the agreed time. What was already a stressful and emotional day for myself and my family, we all then had to drive ourselves in order not to be late with the added stress of sorting out parking in central London.

This is the worst service I have ever used. This company made my move out day a total disaster. I had a van ordered for 4pm on a Sunday which never showed up with no notice, not a single text. This was for a 10 min journey costing £36. After loading a full flats worth of items onto the street and checking out of my flat I was told there would be no van available until 6. I waited for 2 hours on the street with all my stuff on an unsafe road. When I realized the van wasn’t here at 6:30 I loaded all my stuff inside the building of my apartment as it was dark and I was very nervous. The new van arrived at 7, after Addison Lee told me I would not be charged any further costs due to the trouble caused. I then wake up to a bill of 107.51 bill with no consent - took the money straight from my account. Very upsetting experience

Did not receive driver contact details by sms as promised so had to use mobile data to retrieve those from website. Driver was nowhere to be found and had to call him. He was to be in arrivals hall waiting for us, however he said he does not know where arrivals hall is! In the car he had issues with Addison Lee app and he kept on doing re-login over and over again and not paying attention to the traffic. The legroom for front passenger was cluttered with trash which he packed up in a plastic bag and threw it on the back with our luggage. I happened to see that the driver paid 10 pounds for car park but my card was automatically charged extra 10 pounds + VAT. Have not replied to my feedback which I sent via website using their form. Definitely not worth the money. Extremely expensive and unprofessional. Never again.

1. Unreliable in terms of actually getting a car at the time you pre-book for. And that’s when you even can pre-book, because it is now extremely common that they won’t even take pre-bookings 2. Driver quality is getting lower and lower 3. After dropping off our cat at a cattery, the driver starts to ask about how much cats are worth and if people recognize them, and how long we will be away for. It is super uncomfortable to be driven by someone who is asking the same questions someone would ask if they want to try to sell your cat 4. Our driver, after a little bit of coughing, called up his GP and started describing all sorts of flu / COVID-like symptoms, including some extra gross detail. That’s not a good customer experience. Did I catch Covid or tubercular by riding with Addison Lee?

I booked a car to take my family to the airport for 5:00AM thid morning - normally they message you around 15 minutes in advance telling you where the driver is. By 04:55, I hadn't heard anything so I called them - I was told that the car would not arrive for at least 30 minutes as they were very busy - obviously with the destination of terminal 5 they know it is an airport drop off but didn't care. I had booked the car a week in advance. I asked them why they take the booking if they can't deliver the service or why they hadn't called me in advance to let me know so I had a chance to make an alternative plan - no response to any of these questions. This is now the second time this has happened with Addison Lee. They were barely apologetic on the phone - I am done with Addison Lee.

I've used Addison Lee twice in the last 3 months. It used to be reassuringly expensive. Not anymore. The first time I booked to go to Heathrow. The driver was just awful. He kangaroo'd with the breaks as he pulled off. He was clearly nervous driving through through London and as we hit the change from the A4 to the M4 and the road moves into 3 lanes he moved to the middle lane and was only just going over 60 mph. That's just plain dangerous. More recently we booked a taxi for 5:40AM on a Saturday to take us to St Pancras for the Eurostar. Only to get a text at 5:35AM to say due to high demand, there are no taxi's available and they're working on it. I'm sorry, but they took the booking, so they had notice. Leaving me with a mad panic to sort out another taxi. Just not good enough.

An embarrassment of a web technology platform and even worse when it came to fulfilment. Only redeeming quality is the drivers. Wasted 2 hours trying and failing to book on the website despite having an account - tons of errors - phone staff can't help - no proper tech support for their own platform failing. Advised to book via the app - worked first time - however notes not passed through to the driver and then wrong car sent! Honestly when you've booked an executive car and paid for TWO days in advance for my mothers funeral and they sent a VW Polo/Sharan when an S-Class had been paid for? No phone-call or apology - or any offer to refund the difference (paying nearly £40 for an 8 minute journey in a VW Polo/Sharan!). Was hoping to keep these for executive jobs but never again.

Used to be great but now absolutely terrible. My mum has used them for years to get to appointments. Now they regularly lose advance bookings & are constantly late, which is really stressful for her weekly hospital appointments. Getting a text saying "I'm on my way" from a driver who then doesn't show up for 30min isn't any use to anyone. Even worse, Lambeth council use them for their Taxicard service which is specifically for people with mobility issues and all the reviews for that are equally as bad. Drivers have explained there aren't enough drivers available, which I can appreciate. But in that instance, they should stop taking on advance bookings and shouldn't try to provide a service to Lambeth council that they can't fulfil.

What a horrendous experience. I had to be at hospital for an operation at 6:30 am - so rather than leave it to chance with Uber or Bolt, I decided to book a car with Addison Lee the day before. 10 minutes before the car was due to arrive, I started getting texts telling me that they were having trouble allocating a driver - interestingly enough, they had no trouble allocating my fee into their bank account the night before. At 6:10 I called them in desperation and they said they still hadn't located a driver, so I cancelled the car and got an Uber within 3 minutes. This did not help the stress I was already feeling before my operation. They look all smart and professional, but never, ever again will i trust Addison Lee

Pre-booked the pet friendly service 48 hours in advance. Received a text at the time the taxi was due informing me they were trying to find a driver. After 15 minutes of waiting, I called Addison Lee to be told they were looking to find a driver within the 'next 40 minutes' . There was no apology given. I was also informed that the reason for the delay was that 'they had limited drivers and not all drivers like dogs '- A rationale I would completely understand if it were not for the fact that I had paid a premium to specifically pre-book their pet friendly service. I cancelled the Addison Lee and ordered the Uber Pets service - this arrived in 8 minutes and cost half the price. I won't be using Addison Lee again.

AWFUL!! I booked an early morning pick up to get me to the airport, they took £38 booking fee which is extremely expensive for a 25 minute journey anyway. I got a text 7 mins before my pick up time to say they were still looking for a driver. Called and they didn’t have one yet!! Don’t take a booking if you can’t honour it, absolutely ridiculous. I was then told if I tried to find another way to get to the airport but then they found me a car I would still be charged the full amount if the driver had started his journey. Awful awful awful company. Will never use again and will advise all my friends to avoid. The few I’ve already told said they already would never use Addison Lee anyway as they’re so useless.

Booked an advanced airport pickup for an international flight. Intentionally booked it 30 mins after our expected landing time in case of delays to avoid extra charges. There is a stated 30min waiting time grace period in the booking for international flights, which we were arriving on. We met the driver 10minutes after this waiting period. Driver was rude and grumpy, chastising other passengers for being in the way of the car parking ticket payment machine. I’ve just received the final bill with an additional 107minutes waiting time added…! Surprise surprise you can’t call customer services you have to email. Total rip off merchants offering poor service with terrible after care support. Avoid.

We had pre booked a car a week in advance. Five minutes before we were due to be picked up we received a notification that there was a delay and they couldn’t tell us how long they would be. We were heading for a flight to Australia via dropping off our dog. Had to make other arrangements with Zip car which thankfully came through. Very bad service, if you book a car a week in advance they should at least have the courtesy of letting you know earlier than 5mins prior to the booking there is a delay. They said they could not tell us how long the delay would be for, half an hour later still no sign of a car on route to us or nearby. What’s the point in the service at all?

Nightmare. Arranged taxi with 24 hour notice for visiting family with two young children. We’re supposed to wait at St Pancras arrivals with a sign. 1) didn’t show up until 3. 2) Didn’t come inside terminal as paid for. 3) didn’t answer phone I’m spite of 10 calls and a message stating arrival and to call. Contact centre were completely hopeles and said I had not been charged. Check my account and guess what… I have been charged. Hard to understand how a taxi company can get the ordering of a … TAXI so wrong. In the end my friends had to wait for a train during the train strikes and in -2 degree weather. Kids are now sick. Can’t speak lowly enough if Addison Lee.

Addison Lee used to be my go to for personal and business travel to and from the airport. However, lately it's been pretty bad especially considering the increased pricing. Often get charged extra for 'waiting time' even though I was on time, or double charges for airport drop offs (e.g. drop off cost and parking cost) without any response from AL. Furthermore, some of the drivers are awful (rude, bad drivers, road rage, late for airport pick ups, sending messages that they are there, but they are still parking) and once I even got a regular cabbie (who was wonderful by the way, but not what I ordered). I'll look for alternatives going forward.

I ordered an executive car but a van arrived. Driver was late, because he used postcode not addresss (which is clearly marked). At the booked time, my 90-year old husband and I waited in the street, so I phoned him… “Where are you? “ He was in the wrong street, didn’t know anything, and complained he could not get a satnav signal. (My mobile phone records can prove this.) We got to the theatre eventually but it would have been better to wait for a black cab! And now I have been charged for waiting time, the period during which we waited for him! I shall dispute this, of course. My company were regular AL clients in the past. Rubbish now!

Absolutely shocking experience with AL leaving Hammersmith hospital after visiting my father in ICU. Signed up with them yesterday, and last trip was fine. Booked a car 1 HOUR in advance to avoid issues. At arrival time, driver was 5 mins away parked up. Called him, and is not able to speak English. I told him where I was in case lost, and he laughed, and put the phone down. Called contact centre, who were helpful, but when driver arrived, he blamed the last drop off, and seemed not bothered in broken English. Never experienced anything like it with a taxi firm globally, and I’m 44. Last time I use them, and will stick with Uber.

Addison Lee Gold member, used to book Executive Service in and out of London airports twice per week. Not a single time will you find your driver at pick-up as requested, not a single time will a car be on time, despite booking it through a company account weeks in advance. Hotline team is rude and as fed up with the company just as much as most of the customers. Delayed cars and therefore missed flights almost cost me my job multiple times. Never received an apology, never received a promised refund, never will I use this service again. Switching to Gett Business and Blacklane, who seem to have their operations under control.

I booked a transfer to Stansted airport 24h in advance. But what happened is that at the time of the booking (5.30AM) they started looking for a driver. It took for them 20 minutes. After that, the driver missed a few exits (according to his own GPS) and extended the travel time around 15 minutes. Funny thing is that they charged me an extra £6 for the extra time (original price was £182 only...). Total travel time was around 70 min in total, and the expected travel time they gave me in the booking was 97min. Therefore I don't understand where this £6 extra came from. I won't use their service again, extremely disappointed.

Always a very professional service with friendly, welcoming and helpful drivers with clean cars. I am disabled and also travel around alot with my sister who is also disabled, in our experience this has been the best taxi firm as the drivers are patient and assist with folding down and putting our wheelchairs in the car the also don't rush us when they drop us off. Nor do they spend the whole time on the phone making personal call and treat disabled people like we are an inconvenience like our experiences with a rival firm that rhymes with tuba. Wish Addison Lee was available in more cities.

I used to use them a lot but they have become dreadful. I pre-ordered them to take my father to the airport at 5 am. I did it in order to not have to wake up at 5 am and arrange an Uber for him. They didn't show up, leaving my father, who is not from here, to scramble and figure out how to get to the airport at 5 am. He nearly missed his flight. What's worse, the driver showed up at 6 am (an hour later) and charged me the full price. When I called to complain, I was supposed to be called back. No one ever called. Do not use. It is not more reliable than Uber and much more expensive.

Absolute joke of a service... Booked 2 weeks in advance... My 1st taxi I was informed would be 30 minutes late and therefore missing the start of my event... I cancelled and got an uber. My return trip I got a message 30 mins early to say he was here and I had 5 minutes to get in... Wasn't outside, called him and he was in Covent Garden no where near my pick up point. Called Addison Lee to be told it was a mistake and the actual driver was on his way. As a single woman standing in the dark relying on a service booked in advance... You should be ashamed of your service...or lack of

Big scam don’t try work for Addison lee I received a phone call from Addison Lee and they offered me many thing nice and smiling on the interview and on the training day. But once I Picked up the work car ( VW SHARAN) and start to driver and collecting jobs everything changed. all the controls been very rude over the phone to me all the promesses been falls. when I try to speak to them about the offers that I should have received they start to be rude and don’t want to help. after 4 weeks of work for Addison Lee I could not take it anymore I decided to stop operating for them

So awful. For the second time in a row a pre booked cab has failed to arrive. What’s worse is that they send you a text to say that it’s on its way 10 mins before the booked time. Get suspicious when you can’t track it. When you call the number provided in the text you get through to a completely different cab company who Addison Lee have outsourced to, but they have absolutely no record of you or your booking, when you call Addison Lee direct they tell you that control can’t find you a car and that one was never on the way. I literally don’t understand how they still exist.

Our company has been using AddisonLee for years now and the service has just gone down hill. They are never on time for pre-booked cars, forget about trying to book on strike days, and some of the drivers just aren't pleasant. When the drivers are late, they are miles away when they 'get the job'. We've started using a more expensive and reliable car service because we run a business and can't be worried about being late for important client meetings. The only reason I didn't give them 1 star is because the courier service is more reliable than getting people around.

After 12 months of being unable to book a car through this service due to heavy demand i had given up on Addison Lee after ten years or so of great service prior to the last 12 months, but I thought, let’s give it one last try for a 4.40am ride to Eurostar. All booked, happy days. 4.35am, text arrived, very difficult to find a car blah blah, then the inevitable. With a train to catch to Paris, booked an Uber instead, saved £10 and made the train. Have deleted the app, hopefully makes it easier for others to get a service. Such a shame, used to be a great service.

I had such a bad experience with this business and don’t recommend at all. I booked a courier and the driver parked around the corner at both pickup and drop off locations and sat in the car for circa 10 minutes. At the drop off he actually told me he couldn’t be bothered driving into the street. The company then charged me additional for the time. When I called to ask for the charge to be removed, I got given two incorrect email addresses to send to and then finally got a response that didn’t acknowledge my complaint at all.

Shocked and disgusted. The audacity and the DISRESPECT. Addison Lee, you should be ashamed of yourself. I booked a slot a day in advance to move some house items. Not only did we get a text five minutes before saying it was busy and it would be a while - then we proceeded to wait for half an hour, before giving up - the app was so slow and sticky we spent another 15 minutes trying to cancel it. Eventually it cancelled itself, after wasting the entirety of our Sunday evening. Not angry, just disappointed

Worst courier experience. Booked a courier to pick up materials at 5pm. Was sent a text message stating the driver would be late but wasn’t given an estimated time. At 5.20pm I finally called customer service, who informed me the driver was 5 minutes away. At 5.36pm I call again to be told the driver was still 6 minutes away. Driver finally arrived at 5.44pm. Disappointed that I wasn’t given an ETA, made even more irritating as I am not based in London and ended up missing my train. Do not use.

Got told on the phone to upgrade to a priority service at £70 more for a courier trip to get my package there direct (i.e. no stops point-point). A 45 minute journey time took over 2.5 hours for the driver and all they would offer for the late delivery was £5 credit note. Unacceptable. Will never use again. Per the below, contacted customer services only to be fobbed off further (after being first told they didn't even have evidence of me ever calling them). Will never recommend or use again.

I ordered two cars a week ago for two trips and neither cars arrived. The first car never materialised and I had to cancel and book an Uber. The second car was allocated at 15:55, the time it was due to arrive and it was 25 mins away. I did actually text the driver to see if he was on his way but no reply. I also called the driver but he didn’t answer. At that point I had to cancel as his car was not moving and he was not replying. That’s a pretty shocking service.

Rubbish experience and service. Avoid. Booked a hatchback type pick up so the back seats could be put down and luggage loaded. They sent a saloon. Driver said, “can’t take you, I’ll get you a replacement though” waited 30 mins still no car. Phoned head office and no replacement booked in. To get a bigger car would cost an extra 40 gbp. I said no way. Refund please. No explanation of refund policy so I assumed all good. Found out 20% back. Terrible

Disappointing. I used the executive service to and from Heathrow airport. The journey out was fine, though the car wasn’t in great condition and the supposed extras (water/phone charger) were either not offered or being used by the driver and his 4 phones. The return journey saw the driver arrive late and then charge for the car park. When I queried the only response was defensive. I will use one of the many other reliable providers in the future.

Awful service. Our pick up time was set for 12:45. When i got hold of the driver at 13:07 he said he was 10-15 minutes away. At 13:33 he said he had taken a wrong turn and was still 10 minutes away. He eventually arrived at 13:45, an hour after scheduled collection time. I was left waiting for an hour with a 3 year old child and an 11m/o baby in the 30* heat (they had closed the airport and we were not even able to wait indoors). Terrible service

Appalling service or lack thereof. Pre-booked car never arrived and was told you were searching for a car for 1.5 hours. At 11pm in freezing cold temperatures I had no option but to cancel and try and find another way home. Customer service team said you can cancel for free, well thanks for letting me have my money back even though no service ever provided! If I am stuck in freezing temperatures alone at night then not AL problem apparently.

I have used Addison Lee extensively for the past 2 years and I would like to say that every driver has been professional and nice. All drivers deserve a 5/5. However, when calling Addison Lee by phone the people in the call center are rude , cut short and they are even annoyed you call them so they ask you to book online. I know I can book online but if there is a number to book, I am happy to use it. The call center needs to be improved.

I used this service for work and pre-booked are either very late or don't show up at all. This service used to be very reliable but I don't know what has happened in the last year. They accept bookings in advance but then cannot provide the drivers when it comes to the date and time of booking. I am no longer using Addison Lee as this has happened multiple times and ends with me cancelling the booking and trying to seek alternatives.

I booked early today for a ride at 7pm you didn’t turn up nor did you give us another time we missed our party we were ready to attend as we couldn’t get another cab .it was the first time my partner and I had the chance to go out in months since I’ve been ill …. I’d give them NO stars at all. What is the point of having a pre booking service if they have no intention turning up if they have no drivers near your post code

I will never use this company again. During the recent strike, I've booked their taxi one week in advance and was told there will be no problems. However, on the day of the strike and after working until 7 pm, the taxi never arrived. I called so many times and they kept saying 'well, we don't know'. I was left in the middle of central London on my own, waiting for almost 2 hours and they never came. Absolutely awful!

Ordered a car 2 hours in advance for 1:15pm. Addison Lee should have never accepted the booking if they didn't have enough cars. I called and called and was told they were busy and trying to find a car to fullfil my booking. I missed my appointment and the car I booked for 1:15 was able to come at 2:15. Will never use this service again and would recommend finding alternative transport if you can't afford to be late.

Utterly useless and pointless. Pre-Booked 2 Taxis to take 8, with a "Memo" we had a train to catch. At the appointed 'Pick-up' time received message to say that both cars were delayed by 25 minutes, thereby making it impossible for us to catch the train and to have to find alternative transport. Really badly let down. It pointless pre-booking. Far better to take your chances on one of the numerous Uber type rides.

Although specified my pick up time at 9 and was with driver at 9:25 addison lee still managed to scam me and charge me extra by stating that the plane arrived earlier than expected although i gave an extra hour from my planned arrival time because i am aware off heathrow airport arrival delays. Addison lee service is extremely bad and will never use ever again. already contacted customer service who were horrible

Not good anymore. Driver didn't meet us at the gate with a board even though we got a text from him saying he was there and then blagged us to meet him in a car park. He wasn't even there when we arrived and we had to call him again. Not the service I paid for and they would only give me a 10% refund after I complained twice. Avoid!! Local taxi firms probably cheaper and would provide the service you pay for.

Shocking service, DO NOT USE! Awful service for what is suppose to be a premium experience. 3 bookings made in advance for a young disabled teenager to attend a club which have all failed to turn up. Excuses for not attending are being busy even when bookings are made in advance and confirmation emails have been received. Disgusting to have a young boy left alone unable to go home! Will never use again!

Booked a cab three times through Addison Lee to catch early flights and trains. Two times the cab arrived more than 10 minutes late and this morning I called Addison Lee to find out that my driver may be 30 minutes late. Had I not called I would not have had the information and would have missed my train (booked Uber last minute instead). In addition they are expensive. AVOID AVOID and use Uber instead.

This Company is truly awful, it’s the third time in a row for me they don’t turn up. Today was a booking to a hospital operation. You get the stupid texts telling you they are trying really hard to find you a driver (I booked a week in advance). Then when you cancel as no show they still charged me half the fare. Customer services aren’t interested (email us they tell you). Never again using this firm

Two drivers from this company pushing into traffic on Avenue, Southampton. Trying to stay together whilst flying the company flag and just pushing other cars out of the way. I held back to let one in as it was clearly going to cause an incident if I didn't. No thanks from the driver. Like a couple of toddlers racing each other in cars they don't have the brain capacity to drive safely or courteously.

Poor, would not recommend. -Driver did not meet me at arrivals / was late - driver did not offer to help with luggage - drove at 90mph on the motorway, one handed and used his phone - aggressive driving - swore outloud when a road was closed This 'premium' experience cost £237 when my local taxi company charges £140 for the same journey. Had no choice this time, but will not be using again. AVOID

Pre booked a 6 seater car 24 hours before required. Apparently this doesn’t secure anything though, as they don’t actually start looking for available cars until the time of the collection - at which point none were available! We were subsequently left scrambling to find something else in order to arrive at destination on time. Be warned - pre booking cars doesn’t mean you’ll get a car!

Pre ordered a pick up the day before knowing I had a very early request. Got a text 5mins before pick up saying it would be late, called to check how long and was informed wait is up to 45mins. At that rate I would miss my Eurostar, when asked what's the point of pre booking I was told, cars are allocated only 30mins before. Uber came to save the day, additionally was £10 cheaper.

I booked for a car to take my poorly dog to the vets. I booked in plenty of time but they never arrived. I had to cancel as I was going to be late. This is not the first time this has happened to me, I went to a rival company but I couldn't get a car on this particular day so thought I would try AL. I now have to try and get an emergency appointment tomorrow. Bad customer service

Doggy drivers Cutting traffic and throuwing abuse look at this pic i have attached of this guy cutting me up on A40 and after this he was abusive on 12th July 9:36 am , VAUXHALL VIVARO VAN REG - BT17 VGC i am trying to report this toADDISAN LEE but cant find anything on there website, i have just emailed this to there customer care email lets see if they get back to me

Had important surgery at hospital and taxi failed to arrive even though I booked well in advance and note was put on my booking. I was assured that a taxi would arrive when I called before the pick up date. Do not use this service if you want to get anywhere on time. Clearly they do not care about their customers. Will not be recommending this service to anyone.

I am not a customer, but there is a driver who drives crazy and poses a danger to everyone around him. He almost destroyed my car, and I had my children with me. When I honked at him, he started cursing with obscene words like him, and that was 8/09/2023 9.30am plate number RE68CHH. I have a video recorded of that. I hope to take any action against this driver

Addison Lee used to be the best in the business. They used to have great availability and were always punctual. Booked a car 5 days in advance and it was late with only a text to say it was taking longer due to high demand. Waited 10 minutes in the cold before cancelling and trying alternative methods. All confidence lost in what was once a superb cab firm.

I contacted Addison Lee with an enquiry about an issue I had regarding pricing. I was dealt with in a very professional manner by Charlie ( customer service advisor) he was knowledgeable and very helpful. I definitely will be using Addison Lee again. He was a credit to Addison Lee. Oh ! The drivers were great as well . PROFESSIONAL DRIVERS AND SERVICE.

My employer uses the services of Addison Lee, but based on several experiences they are unreliable, specifically for the rides from the city to airport (its better the other way around). They come late despite booking long in advance. Now 2nd time I need to cancel as they dont arrive in time and then better of to take tube or other form of transport.

Made a booking through Virgin airlines for transport from Heathrow to central London and I was quoted 75.89 pounds which I accepted. Addison Lee charged me 137.76 pounds instead of the agreed amount with the excuse that the driver went 1 hour earlier than my flight arrived and had to wait and that he also had to use the car park. What a rip-off.

I made a reservation but received no confirmation, email or otherwise. Tried to create an account, couldn’t do it. I tried to cancel, couldn’t do it online. Sent an email to cancel. Got another service to pick me up, then while I was going to the airport, a driver called to say “where are you”. Now, I have a credit card charge for a “no show”.

Booked for a disabled priority. Waited 45 minutes constantly lied to about arrival time of cab. Cab cancelled by Addison Lee. Still waiting for update on arrival of cab. Thankfully Bolt actually turn up. Shame on you Addison Lee for leaving a disabled vulnerable person stranded. You need to have your contract for disabled people rescinded

No idea how they are still in business, used to be OK 15 years ago but their technology and customer service has not kept pace with competitors. Website is full of bugs and most customer relations staff (including the so-called escalation team at the customerrelations email address) are rude and unhelpful, even to account customers.

Booked a taxi the night before as I had an important appointment the next morning. When it was 20 minutes late I called and was told it would be another 15 minutes before a car was even allocated. I cancelled and got an Uber. Addison lee used to have a reputation for reliability and professionalism. I will never rely on them again.

My first experience of this service. I was very impressed. Both drivers Dougie Beveridge and Bob ( sorry I do not have a surname for this gentlemen) were very professional indeed. They carried out their chauffeur service impeccably. They made me feel very comfortable and save. They also had good conversation. Thank you.

Cars and drivers fantastic, what lets the service down not the booking Emirates did that, but the sms and emails from Addison Lee with links that don't work in order to verify the booking, there is also a telephone number which does work. This is not the first time I have had difficulty in Verification, needs sorting...

I'd like to know, how does someone become a driver for Addison Lee? Any special licences? Or can anyone join providing that, as a driver your ignorant, unable to abide by road laws and have the ability to pull out on vehicles who have right of way? Not even going in to it about mobile phone use behind the wheel.

Appalling. Booked two cars months in advance for my wedding. The first journey had not even been assigned a driver 5 minutes after the booking time. The second car turned up 20 minutes late. What’s the point in pre booking if that doesn’t guarantee a driver will be there? Waste of time, booked Ubers instead.

Pre booked a taxi pick up for 6:00pm. It finally arrived at 7:15pm. Most unhelpful. Driver would not answer the phone and eventually declined the job. Phoned Addison Lee who dispatched another car. They did not offer any compensation or even an apology. Just said they have no control over the drivers.

I opened an account this week and booked my first journey to collect me from a concert at the O2 on Easter Sunday. No taxi arrived and I rang and was informed the booking was unable to be fulfilled. Terrible service. Will cancel my account and move it elsewhere. Addison Lee is meant to be reliable.

Booked 2.5 months in advance. Heathrow to London. Confirmed that they’d send driver details ahead of pick up, that driver would meet us at the Arrivals Hall at pre-arranged time. Driver showed up almost a half hour late, after we had to call to find out where he was. Driver was good when arrived.

Addison lee driver in Wimbledon swerved his car as a weapon and shouted and swore at me as a cyclist. Absolute cowboy outfit of drivers. Complaint put in to customer relations email, 28 days later and no repsonse, so they obviously approve of this kind of behaviour to members of the public.

This is the second time in short time that the car hasn’t showed up at the prebooked time. If they don’t have the cars available, they shouldn’t take the pre bookings. Very frustrating and stressful to find alternative transport in such a short notice. Very disappointed, appalling service.

Unsafe. Have now had 4 x trips booked well in advance. 3 of them late at night, and was willing to spend the extra money to be safe getting home. No driver could be allocated 30 mins after they were supposed to have arrived. If they don't have enough drivers you shouldn't be able to book.

4 mins before car was due, got a text saying that they hadn’t yet allocated a driver. Called them, they couldn’t even commit to a car arriving within the next hour. Absolutely dreadful. Avoid at all costs. If you need to be somewhere at a specific time, don’t risk this bunch of losers.

Shocking service (or lack thereof). Pick-up time came and went. No sign of the prebooked and confirmed car. At least someone answers my telephone call to the office, but they still were unable to confirm a pick-up time. Had to cancel and book an Uber at the last minute. Disgraceful.

Booked a courier to transport a keyboard for a recital. The driver circled for about an hour, wouldn't accept multiple phone calls and then drove off. It left several musicians without an accompanist, spoiling an event and wasting the time and effort taken by all to prepare for it.

Where to begin?! Cars that cancel last minute, misogynistic and intimidating drivers and customer service agents that are absolutely horrid. Don’t bother trying to leave a complaint because they hire teenagers that will jump down your throat then hang up! I’m done with Addison Lee

Once a reliable and quality cab service that we used quite abit to take us to and collect us from the airport. Gone downhill since Brexit & the Pandemic…..can’t book a cab largely because they don’t have enough drivers. And when you are lucky enough to do so, they are always late.

Absolute joke of a company. Last three times I've prebooked with >6 hours notice and they simply haven't found a driver or showed. Almost missed a Eurostar. Prices quoted double what I actually picked with the black cabs who could actually complete the journey. Avoid at all costs.

Red lights are there for a reason, why aren’t your drivers following the basic rules of the road. I’ve seen your drivers jump red numerous times and one on Mare street just went through a clear red and almost hit a bike. I don’t think these kind of drivers should be on the road!

Booked them through Virgin Atlantic as you don’t get a car with upper class anymore. Driver who picked us up was lovely and the car was good. Although 5 days after the trip they charged my card more than double the quoted price, wrote to them multiple times with no response.

Awful service, rude and unhelpful customer service. Was totally unprofessional on the phone even though I called as they were running late. Unhelpful and intimidating drivers. Did not want to help me with loading my luggage. So disappointed in this “premium service”