My mother-in-law was due to fly into Gatwick airport from Spain to attend a family gathering but her flight ended up being delayed overnight by 15 hours. In order to let the taxi firm know, she emailed them 3 times, the first time being 2.5 hours prior to when she was due to be collected. The last email she sent was about 3 hours later where she requested that the taxi be cancelled as she would be getting a different flight. At no point did she receive any response from the taxi firm or taxicode. When I enquired about a refund from taxicode I was told that a driver had been dispatched and that the only reason we had cancelled was because obviously she had been collected by friends or family! My thoughts are that the taxi firm have missed the emails that my mother-in-law has sent, even though this is stated as the recommended way to communicate with them. As a result I have had several conversations with taxicode, but they have been extremely unhelpful, to the point of suggesting that had my mother-in-law waited for the delayed flight that the driver would have happily waited around for 15 hours for her! I place blame for this squarely with the taxi firm, however, the way that taxicode have dealt with this claim has been extremely poor. In future I will stick to using a reputable company rather using taxicode again.