Addison Lee

I used Addison Lee to get our family of four to and from Watford (Harry Potter). Afterward, (and since the service was great) we used them to take us and our luggage to Eurostar in St Pancras. On all three trips we had a prompt and polite driver and on our trip to the train he helped us with our luggage at both ends of the journey.

Coming from the US I really liked that reservations and billing were handled on the web with no UK phone required. We received texts with contact information when our driver was on the way and when he arrived. Around London, I prefer to take the tube or black cabs. But for these trips I was very happy with Addison Lee's service.

Great experience in London with my family. I initially reached out to other limo companies you find on the web and they all were price gouging an American on vacation simply looking for a car and driver for 5 hours. Addison Lee is a professional and courteous organization I will happily use again!!

I did not have an account so they sub contracted to another driver. They quoted me £17.50 from house to railway station showing me route. I agreed. I watched meter and it amounted to no more than the quoted amount . We were out the front ready to be collected. The route was as quoted . The traffic was light. We arrived in the quoted estimated time. We disembarked and tipped driver £2.50
A month later Addison Lee billed us an extra 50% that is £7.50 plus £2 service fee. For additional charges . For what ?I emailed and had a glib response and they took no responsibility. I would not use them and use Uber or flag a cab.

Absolutely terrible. I lived with a woman with extreme anxiety that had funding to cover her travel to and work from work everyday. Addison Lee were aware of her condition and agreed to collect her every day, on time. Most days they were 30 minutes - 1 hour + late!!! Shocking. Cancelled the business account with them after just two weeks. They are appaling.

We booked a ride 3 months ahead of time through the Virgin Atlantic portal.
We specifically requested a baby seat for our infant; that's the only reason we book more expensive rides so early, to ensure we get it.

The driver showed up in a sedan with no baby seat. He was unaware of the request, and his car was not fit for a baby seat.

Time did not allow us to find another solution; with a plane to catch at Heathrow, we felt like being taken hostage by Addison Lee's incompetence.

We ended up doing a one-hour ride under heavy rain with an infant not strapped or properly secured in any way.

If your ride is booked through a third party like Virgin Atlantic, make sure it is not Addison Lee. Any other service will be much better for cheaper.

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 lovely service!!! UNBELIEVABLE!

I booked them to go to the airport from Hilton canary wharf on 7th June 6pm -the chauffeur refused us saying he can't fit mom's wheelchair in though the wheelchair was in as he did put it -but he didn't want to the small suitcase on the seat- He did not even help my elderly mom to go back inside the hotel and left us standing last minute- I'm never using this service again and kindly take action in solving this behavior, it's unacceptable!

We booked 2 cabs to do an airport run, 1 arrived 15 mins early the other late. Being charged extra by AL for this just took the p**s. Avoid them if you want a reliable and honest cab firm. Will never be using them again.

Would give zero stars if I could. They will make you pay in advance, not allocate a driver for your journey and leave you stranded. Do not use this company!

I'm not one to normally write reviews, but I feel the need to share with potential travelers.

I booked a 9:00 AM car pickup from Heathrow a few weeks in advance of our arrival in London, and was told the driver would text me when they were on their way.

My partner and I set at the arrivals gate for 30 minutes without any correspondence before I had to call the main number for any information. I also asked every other Addison Lee driver I saw at the gate for information, which could not be provided.

I was told that he would arrive within 15 minutes, which did not happen. I was also not given any way to communicate with our driver.

Ultimately, we set at the arrivals gate for over 70 minutes after our scheduled pick up time (without any communication) before our driver arrived without even the slightest acknowledgement or apology for the tardiness.

I would have understood if we could have been told that there was a delay, I know that things happen and there are always variables when dealing with London traffic. However, I was unsure if we were going to have a car.

I would have just gotten a cab after the 45 minute mark, but I had already been charged for the ride, so we were stuck in limbo.