“Terrible service. Driver apparently had a break down. Sure things go wrong, but nobody told me this until after 40 minutes past the time I was supposed to be picked up & also after making multiple phone calls.”
“Avoid at all costs. Terrible customer service and abusive driver. I arranged this cab for a family member, and the arrangement was that the second half would be paid when they arrived and the driver helped with the luggage (because it looked sketchy). The driver upset and scared her so badly about getting paid while they were moving that they had to pull over. The customer service didn't care, so, logically, it sounds like terrorising customers locked in a car with them is normal behaviour. Unacceptable. Additionally, they are not cheaper than others for airport transport.”
“My recent experience with this service was simply bad:
The driver was significantly delayed by more than 30 minutes, citing unusual traffic conditions. Unfortunately, I received no prior notification about this delay and only learned of it when I reached out to inquire about the driver's whereabouts.
I had specifically requested a child seat both in my initial order and through WhatsApp with their customer service. They charged me an extra £15 for the child seat, but the driver did not have one available. While they did refund the £15, I was forced to travel with my baby unsafely for a one-hour journey.
Additionally, I should note that the initial price quoted to me on WhatsApp was £40 higher than the price displayed on their website. Only after some negotiation and the threat of canceling my order did the customer service team "consult with the manager" and adjust the price to match the website's rate. This inconsistency came across as unprofessional.
While I understand that the driver may have had an off morning, the handling of the situation by the customer service team was, unfortunately, inadequate.”
“This is the first time I have used Britannia airport cars through the minicabit platform for a journey to the airport
We as a family which consists of two adults and two very young children. We were waiting on the road as a family waiting for our cab to arrive which was booked for 2.30am. We made a call at 2.35am and were told it will be there in 5 minutes. Please remember trying to get to an airport is already stressful, especially when you have a young family to look after too and need to ensure they are ok. After 10 calls made to Britannia cabs which we were told every-time another 5 mins and then again another 5 mins. In the end at 3:15am we had to call an UBER as my children were feeling cold and did not want to miss our flight.I will not recommend or use Britannia airport cars in the future. I raised this as a complaint with them directly and as an outcome I told that they would improve the service by giving me a discount on my next trip, offered at 7% off. Although this was a poor offer, I asked them to quote me on my arrival journey. The quote provided with discount through email directly from themselves was £10 more expensive than just booking directly through their website. When I enquired this, they told me the website was having maintenance issues. I wish I had looked on trip advisor before using them l, as I see they have more negative reviews than positive.”
“Despite booking a day in advance and arriving at the meeting point at the scheduled time, I had to wait 1 hour and 45 minute for the driver to show up. Had several calls and was told first that I should wait 40 minutes and then that driver was nearly there, for another hour. No issue with the driver but the company is unreliable.”
“AVOID AVOID AVOID
Avoid using Britannia Airport Cars, this is a scam company who will steal your money.
You pay in a advance for a service that either doesn’t exist, or for a taxi that arrives at least 60 minutes late.
They still owe me money for services not rendered after I paid them for a taxi service between Gatwick and Heathrow airports.
There are no apologies and no refunds. They just steal your money.
Britannia Airport Cars should not be allowed to trade in the UK.”
“We booked and paid Britannia Airport Cars 1 week before our flight and within an hour someone contacted us via WhatsApp to obtain the details of our flight (already provided on the online booking form). Our flight was scheduled for 11:25 pm and so we asked them to be ready between 12 (midnight) and 12:45. For some reason, the woman we dealt with on WhatApps confirmed for 2am. Once again, we told her that our flight landed at 11:25pm and that we would therefore be out between midnight and 12:45. The flight number was provided so that they could check for times.
All was confirmed. Just before taking off, on the day of our return (16/04), I messaged them to ensure that all was ok and that a driver would be at the meeting point at the agreed time. I texted them the schedule and flight number AGAIN for good measure. They confirmed that all was ok.
We landed on time and my children and I were out at 12:05. To my surprise and disarray, no one was there to greet us at the meeting point (costa). We waited a few minutes and I decided to message them on WhatsApp. They took several minutes to reply. They then told us to stay at the meeting point. I kept asking for update and they eventually called me to let me know that our driver was delayed because the motorways M25 and M23 were close and that our driver's car had broken down. Once the call was over, I checked the journey on Google only to find out that the motorways were NOT close . They were lying. I messaged them about it. They then replied to say that my journey was booked for 1:00am and that the driver will be there on time. I call them back again, now very irritated and frustrated to say that they had my flight details and the time they were expected. They then informed me that another driver was waiting for a client and they could take us if we were prepared to share. I was then utterly baffled by what was going on. I said I didn't want to share and that I had booked and paid 1 week ago to get a taxi with my Children from Stansted to Maidenhead. They said that our driver was stuck and there was no other driver available and that we would have to wait a long time but sharing was a good solution. I asked where the other client was going and they told us that they were being dropped at King's Cross (London). I could not believe what I was hearing. I said it was outrageous and that it was not at all in the same direction as Maidenhead. They told me that as the motorway was close, they still needed to go through London and that was the best solution they had for me. I was forced to accept as both my children were extremely tired and had school in the morning. We eventually found the other driver who told us that he was waiting for the other client. The other client arrived and she was furious and very angry as she, herself, had to wait for her driver and had to experience dealing with the office (as we did). She approached the car and we announced her that we were sharing. She got furious at the driver. So, Britannia Airport cars were effectively using 1 taxi for 2 trips and charging 2 trips on 1 taxi. We left the Stansted at 1am (55mins after we were at the meeting point). We then had to drop the first client to King's Cross and then drove to Maidenhead. We have no complain about the driver who was really nice and very apologetic. Meanwhile, I was still messaging the office on how appalling this service had been. They apologised several times and told me to contact them between 8 and 9am the following day to complain - We arrived at our destination at 2:50 am - We should have been back by 1:20am at the latest.
I contacted them the following morning at 8:40 am and didnt get a reply until 10:46 when I repeatedly asked them to have the decency to reply. They eventually did when I said I would post reviews. They sent me an apology and told us that our driver had a flat tyre and couldn't make it on time (the night before they said the motorways were close, then they said I was booked for 1am, then they said our driver's car had broken down! Now our driver had a flat tyre!!). Lies Lies Lies. They offered 20% discount and 7% reduction on the next trip.
Considering that I had booked a week in advance, that I communicated the flight details and time schedule, that I messaged them before departing, that they kept lying, that we had to share a taxi, that we had to go through London before our destination and that we reached our destination almost 2 hours later than scheduled, I said that their offer was nowhere near acceptable - they came back with a 40% discount after several exchanges. I once again refused and told them that I wasnt prepared to bargain, that they should refund me in full and that I would rather write a review for other people not to use they awful services. You have been warned. stay away from this company - they lied, cheated and ripped us of, then tried to bargain to resolve the issue.”
“He took the drivers to the place where he would take me in 1.5 hours( stansted to Gatwick )and took me exactly 2.5 hours and I missed my flight. Even though I reported this to their company, they sent me the same driver yesterday. The man asks me why did I complained about him last time.I asked him to go what navigation says.
I told him that he had to take me by navigation this time and it said 1.20, he said it showed me 2 hours in his navigation because he wanted to go from within the city. We started arguing, he said either pay my money now or I will drop you off, and there are 2 children with me.
I said I would videotape the places he went and when I said that, he didn't go into the city like he went before.When we arrived He didn't touch my bags and he said not his job to do it,i took my bags and he swears behind me.
Don’t use them they’re terrible company 👎👎👎👎👎”
“Their driver arrived a staggering 75 minutes late, leaving me stranded at the airport in the dead of night with no other options but to wait for him. And to add insult to injury, after a lengthy discussion, they had the audacity to offer a so-called "compensation" that was utterly worthless - a mere 5% discount for a future ride with their abysmal company (which, needless to say, I will never be using again).”
“The driver was half an hour late. He had no plaque with my name on it so could not be identified. Both the telephone operator and driver lied to me. Neither appeared concerned or were sorry for letting a client down so badly. This is not the company it was. Do NOT use them if you want a reliable service.”
“I will never use this service and tell all my friends about it. The driver showed up 2 hours late and doesnt came on meeting point. I kept calling them but they said driver is almost there. They lied to me Driver was informed last minute to pick me up when i contacted company that where is driver as i was waiting.I paid for a van and they send me a small car. Such a pathetic service. They dont care that after a long flight they made me n my toddlers stand on the meeting point and thn not showed up there and asked me to come outside. No instructions to the driver was given he was clueless.”
“Firstly the 1st leg of the trip driver was 25 minutes late to arrive for 0630 Sunday morning pickup citing traffic. He continuously surged the gas pedal making me nauseous. As if that wasn't bad enough he had to stop for petrol along the way.
The 2nd leg wasn't much better. We were told to meet the driver at the Costa coffee in the terminal. He never showed. Over 1 hour after scheduled pickup he called and said to meet him outside. He drove extremely fast and had to slam on brakes to avoid accident at round about. He wasn't paying attention because he was on the phone. Temp in car was hot, he would not adjust his seat so i could have a bit of room to get my knees out of my chest. I could go on but am running out of room.”
“Appalling customer service. Pre-booked driver 25 mins late, rude, accused me of lying about booking time (showed him confirmation email), administrative office shambolic when I called them. Unprofessional and unreliable. Avoid.”
“DO NOT USE THIS COMPANY. the driver was 18 minutes late for our pick up time. our journey was to an airport, it was very important that the driver was on time. i rang the office prior to pick up to confirm they had to be there on time, the office confirmed they would be. when it came time for our taxi to arrive there was no sign of the driver. i rang the office, they were vague and said the driver was on their way, then they said he would be 5 minutes late, the 10 minutes late, then 15 minutes late. the operator i rang then pretended they couldn't hear me and hung up. there customer service is a disgrace, i will never use this company again. i will would tell anyone else to avoid using this company, they cannot be trusted.”
“Never showed up, despite the booking having been prepaid a day early and having confirmed an hour before pickup (from LondontoHeathrow).
When I called to see whatvthe issue was I was told the driver would be an hour late!”
