“We had a booking for 7am.
The driver assigned to me was Mr. Imran Afzal.
I have screenshots of my chats with the driver.
First and foremost the team on WhatsApp told me that he had been delayed due a accident on the road, whereas Mr. Imran told me that since the flight was slightly delayed (the flight landed at 638am which was still before the time i told
the driver to arrive by) the team assigned him for another job hence he got delayed.
I had been waiting at the space the team asked me to wait since 725am with my luggage and kid and waited since then coordinating with both the team on WhatsApp and the driver (who barely answered calls) and kept hearing the lies both said.
At 8am Mr. Imran told me he is walking towards me from the parking. At 810am the team asks me to walk towards level 4 instead with the kid and my luggage.
This was a totally unacceptable and unprofessional behaviour.
I also had a baby with me who was extremely cranky given that we had a late night flight and this just added to our misery.
This left me with no choice apart from leaving the airport in another taxi at 825pm.
I would never recommend them to anyone specially if u are travelling with a baby.”
“I rarely leave negative reviews, but I feel compelled to share my experience after two very frustrating incidents with this service.
On two separate occasions, when my baby was 2 months old and again at 10 months, the car I booked did not have the baby car seat I had specifically requested and paid for. This was despite clear communication and confirmation beforehand. On both occasions, I was travelling alone with my infant and multiple pieces of luggage after a long-haul flight — an already stressful situation made worse by the company’s failure to deliver such a basic and essential safety item.
To make matters worse, not only was the refund for the extra charge not handled smoothly, but no apology or gesture of goodwill was ever offered to acknowledge the inconvenience and stress caused. It felt as though the burden was on me to chase them, when in fact the issue stemmed from their side entirely.
It’s incredibly disappointing that a service which handles bookings and payments so efficiently via WhatsApp, cannot also ensure quality control or take appropriate responsibility when things go wrong — especially when the wellbeing of a small child is involved.
Sadly, I cannot recommend this service based on my experience. I hope this feedback encourages the company to take customer care and accountability more seriously in the future.”
“Avoid!!!! Had a car booked to take us to Heathrow at 4.15 am. Car did not arrive. I called them at 4.30. And was told that the driver’s car had broken down and they had no cars available. The lady on the phone was terrible and said I would get a refund but I would have to find another cab. They didn’t even have the court to call me .. I think she made it up and they just didn’t book us in. And these guys are supposed to be specialist in airport runs!!! Disgusting unreliable service.”
“Terrible! I had a connecting flight and needed to go from Heathrow to Gatwick, but the driver was 25 minutes late. I asked for a partial refund but they offered 10% discount for my next trip. As if I would take the risk again.... No way!”
“No car showed after paying 125 pounds in advance (5th August 2024), lying on phone that the car is on its way and by the last minute,they admitted that no car available to escort me and my family to the airport! I was about to miss my plane, till now no money refund despite many calls, e.mails and whatsapp messages.”
“Zero stars. Left stranded at Gatwick after the controller instructed the driver to accept another job. The driver was kind but in an awkward position as his controller was texting him to leave us there. Flight and luggage delayed by 1.5hrs total but they knew that as had been tracking. Controller was aggressive and threatening in messages, totally unhinged and refused to refund the prepaid booking. Raised a formal complaint and refund claim via Visa.”
“SHOCKINGLY BAD
Completely unreliable
0 Stars!!
ABSOLUTELY SHOCKING SERVICE - COMPLETELY UNRELIABLE. DO NOT USE.
Taxi to airport - booked for 4.30 - turned up 40 mins late. They just send a driver when available on their own time - almost missed flight - gate closing we were last on flight. Very distressing with children and disabled passenger.
Taxi from Airport to home.
Flight arrived at 10 past midnight.
No meet and greet. No flight checking.
Taxi was over 1 HOUR LATE. Had to keep chasing .
Again they just send driver when available at their own time. Random excuses and lies. Made me come to pick up point in car park. Nothing as advertised.
Super distressing with children so late. Did not get home till 3 am. Feels like a scam. They are set up to me like a transfer company but are nothing close to one.”
“Do not use! This company is a scam and a fraud!!!!! I booked a taxi and in my booking it asks how many people and how many luggage. The website says a saloon can carry 4 people and 4 luggage. We had 3 people and 4 luggages. Over an hour before my booking they emailed me and asked how many bags. I told them and he said the saloon car can only carry 2 luggage’s but since this is your mistake we can’t upgrade you or refund because your driver is already there, which was 50 minutes before my scheduled pickup time. Since he cancelled I booked with Uber which was much better and then he emailed and said the solution was for me to talk to the driver he might accept it. I told him no he already cancelled so I had to book other transportation, he just needed to refund me for being dishonest. He refused. This company is a scam!!!”
“I have used Britannia Cars many times to transfer to and from the airport. As I have never had any problem, I decided to recommend them to some friends arriving from abroad for a visit. I booked the service myself on their behalf. Pick up was booked for 15.45 based on the plane arriving on time (at 15.05) at WH Smith.
I received a call from the driver at 15.20 asking where the passengers were. This was twenty five minutes ahead of the original pick up time and should not have been made. I advised the pick up time, and that the flight was delayed by 20 minutes, something Britannia Airport Cars should have been monitoring, as we were told previously is standard company policy.
Therefore as the flight arrived twenty minutes late the pick-up time should have been revised to 16.05.
The driver contacted me and advised a change of pick up place to Costa Cafe. The passengers looked for this place but there is no Costa Cafe in Terminal 3, so they went to the original pick-up point advised by Britannia Airport Cars, WH Smith. The passengers were waiting there for about 30 minutes but could not find the driver as there was no-one holding a card with their names on.
The passenger then called the driver and identified them when both put the phone down. This was at 16.35 as registered on the passenger's phone. This was within the 30 minutes waiting time after the revised pick up time (16.05) due to the late arrival of the plane. By this time the passengers had been waiting for 30 minutes trying to find the driver.
The driver demanded a charge of £8 for waiting time. I believe this charge should not have been levied as the passengers were in the correct place within the correct time, allowing for the plane's late arrival. The passenger contacted me to inquire about this - so I called Britannia Airport Cars and was advised not to pay this charge based on the explanation of the above circumstances.
After delivering the passengers to my address, the driver knocked on the door demanding £8. I explained that Britannia Airport Cars had advised me this charge was not payable based on the circumstances described. The driver did not accept that and continued to engage in conversation at my front door. The driver passed her phone to me to speak to Britannia but I was not able to make progress in resolving the issue, being passed to several people and eventually having the phone put down.
The driver stepped into the house - and blocked the front door. I asked her to leave but she refused. This is totally unacceptable behaviour and an intrusion on my personal property, aside from the total lack of customer consideration.
If there was a balance to pay this should emanate from the company to me as customer, not from the driver.
Furthermore, the driver was then seen taking photos of my property. Again an invasion of my property.
I demanded that action was taken to ensure these photos were removed from the driver's phone.
My guests, the passengers, were inconvenienced by the inefficiency of the driver, and then embroiled in a very unpleasant scene on arrival at my property.
As a result I shall not be using this service again.”
“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.”
