Addison Lee Reviews

Some of the worse drivers on the road.
Absolute disregard of the highway code.
Dangerous for customers and motorists alike.
They operating licence should be reworked immediately.

Booked a car 7 days in advance for my daughter to take her to the airport. Car didn’t arrive so called them 10 minutes after our specified collection time. Tiok nearly 7 minutes before I managed to speak to someone who was totally useless. ‘No car free so no idea of arrival time’. That’s useful when you’re trying to catch a plane!!

After more than 20 minutes I cancelled the booking. Within 5 minutes she was collected and on her way - thank you Gett!

Supposedly they state they investigate all late arrivals so they can learn lessons and improve their service. Got an email from Customer Relations - typical ‘cut and paste’ delivery that had absolutely no relation to the days events. Ask for contact details for a senior manager however, like their car, no response has arrived.

I would suggest to improve their service they simply go on the Gett App and book a car. They will learn one can receive an immediate service, polite driver, very clean cab and cheaper.

I’m cancelling my account with them and judging by the many reviews here others are moving away from this dreadful company too. Many more companies out there who do a much better job

There are hidden costs. The quote they provide at booking time is not necessarily what they will charge. They will add any waiting time especially on airports pickups. Also even though they say you will be meet by the driver with a name board this is again not necessary the case. Much cheaper companies out there offering better service.

Lie after lie way to go losssser Liam griffin

UPDATE: I emailed Addison Lee as per their reply. They say they cannot allocate drivers in advance because they are a live service. Funny business model. Best to stick to local taxi services because they actually do make sure a driver is available for a booking!
MY REVIEW: I suffer from SLE and cannot go out in the sun without it making me ill so I very rarely go outside in summer. Knowing I had to go with my son to a special event I prebooked a taxi. The taxi did not arrive. I rang after 20 minutes and was told that, even though my taxi was booked in advance, they do not allocate jobs in advance. This meant that I was waiting in a queue and they could not tell me when (or even if) a taxi would be free to complete my booking. What a joke! Why not be honest on your booking site and tell people that booking a taxi doesn't guarantee one arriving on time or even at all. At least that way your customers could make an informed choice about whether or not to use you. I had to get another taxi firm to take us in the end and arrived 30 minutes late for an event we had paid alot of money for. Needless to say I will not be using Addison Lee again!

We have been to London for the weekend and needed to request transport due to the hot weather and travelling with elderly parents. Tried on a few occasions to request cars but they couldn’t find the destinations. One of them was The Strand and the other one Buckingham Palace. Not obscure destinations !!! Have used Addison Lee many times before but never again. Even if it found the destinations there was never a car available. Shocking service and there are more reliable alternatives. Use them.

We booked a car to take us to our wedding - so late there was no arrival time for the car. We drove ourselves. We booked six cars to take us and our family guests to the reception - two arrived. No arrival time on the others. Our guests took Uber, a bus and drove.

Telephone call centre could not offer any help or advice. Ended up cancelling bookings. Not a good service, on a company that used to be good.

If I could leave zero stars I would. Driver was great, but wasn’t allocated to pick us up anywhere close to the time we had booked 5 days prior. We waited for an hour from our scheduled collection time, during which I was desperate to get home to my child who was unwell - this was communicated to customer service. Customer service had no agency to resolve the situation other than to raise a complaint. The representative I spoke with suggested that we would accept delays from a flight, so we should accept the delay with our car(!) Had Addison Lee been honest about the situation, I would have cancelled and made alternative arrangements to ensure I could be home as soon as possible. Totally unreliable and unacceptable, I will never book with Addison Lee ever again and would strongly recommend for anyone reading this to consider alternative options.

I have used Addison Lee for a number of years for journeys to and from airports. The majority of the time they add in extra charges which in my view are unjustified. The most recent was a trip to the airport where a booked a car for 4 people and 2 large suitcases, when the car turned up to pick up the 4 of us the driver charged us extra as we had small carry on bags as well as the 2 large suitcases. Unbelievable

Our booking of a Direct Transit Van to move furniture at a specific day and time was not honored by Addison Lee - prebooking meant nothing. When we called at the time we were expecting the van, we were simply told they were busy and a van would get there soon. It was only after hanging up from that call that we got a link showing the assigned driver - who was nearly 30 minutes away. After waiting for another 20 minutes - during which the 30 minute time on the link never changed - we called again and got a very indifferent agent who just said they were busy and basically the van would get there when it got there. Forget the huge inconvenience to us as we had someone waiting on the other end of the delivery to receive it. This is certainly NOT the service I expected when I had booked Addison Lee - everyone spoke so well about them, but obviously times have changed for them. They had no hesitation about taking the booking, then failed to deliver on it, yet took a cancellation fee for a service they didn't provide due to their own lack of planning and service. Totally unacceptable.

Absolute shambles.... pre-booking a cab means nothing to this company and all to often they sit behind a message of "Your booking is in our system and we're looking to get your car as a priority." Followed later by "We are very sorry about the continued delay to your journey....." message, which gives an option "If you wish to cancel your booking free of charge, please follow this link........" I cancelled using the free charge cancellation link..... only TO BE CHARGED 2 days later!!! When I queried, I was first told, there is no such free of charge cancellation link...... until I read out to customer services the exact message I received...... They then suddenly found it!! BUT apparently, you need to respond to that link WITHIN 5 minutes of receiving it!!..... utter waste of time. Unreliable yet will charge you even when they say they won.t. Whee you question a refund, they will hang on to the money they should never have taken from you for up to 5 working days!! AL used to offer premium professional service. Now they have no regard for customers, unable to provide drivers at pre-booked times (ie with many hours advance notice = complete lack of planning and interest. Disastrous customer experience from booking right through to dealing with Customer "Support" - ha, joke in itself.....

Booked way ahead of a concert in Hyde Park. Booked the Exec car service well ahead of time to take my wife back from a concert. Total disappointment. Usual bullsh** about car on the way, then no contact, then texts saying trying to find a car. Totally unreliable, communications that you can’t believe and in the end had to make other arrangement. Not sure what has happened to AL - used to be a reliable transport service, now is a total sh**show. Waste of time and effort. Give it a miss!!!

We booked and paid in advance for an Addison Lee car to take us to the airport. Getting to the airport with a family including 3 kids at 3 am is very stressful. That's why I booked in advance.

At the pick-up time, we got a text message to say.

Your booking is in the system. You will receive a message shortly when your driver will arrive. The messages just kept arriving (unlike the cab). I worked out they were just auto-generated. No driver no times all generic.

I decided to ring customer service. I asked please tell me where my driver is we are going to the airport. She told me no driver is allocated. We will get you a car but i don't know when. We might miss our flight do you understand. As soon as a car is available i will send. I slammed the phone down, I can't believe she could not have cared any less.

I opened my Uber app and 9 mins later we were on our way to the airport. 45 minutes late.

I get cabs can be busy but 1. I booked it in advance 2. Our destination was clearly a airport. 3. The text made you believe he was just coming.

Never again.

I am a sight impaired woman that has been using Addison lee for at least 7 years, they are not perfect but
as of today I will not use their car services again. I alighted the taxi and within 5 minutes, if not 4 minutes I had realised I lost my phone. I called the office, and they told me a driver had miraculously driven to W12 with 5 minutes, and had picked up a driver, and was driving to TW16 and I would have to pay £53.00 tp get my phone back. That's right: the driver was unable to turn round and return my phone, I was now responsible to pay for the driver to come back from wherever he had taken a job, and pay the fare. E.g. if the driver goes to Scotland, I must pay this exuberant fare. I spoke to a call handler named Usra, on learning that I have a sight impairment, and after my exchanges about AL ripping clients off. I was told by Usra: that she wouldn't leave her phone in the car. Sorry that i am disabled, and more sorry that you are discriminatory and biased towards disabled people. I didn't choose to have sight problems, and I wonder how a call handler can get to such a place of anger that they insult and degrade disabled people. I am now having to pay £63.00 for my phone to be retrieved, and I will say that AL should train their staff on customer service and also to be aware of Diversity, Equity and Inclusion. Usra's conduct is very offensive and hurtful to disabled people.

I booked a car 3 days in advance of a ride to a station to catch a train and received a text at the time it was due saying they were having trouble getting a car. This was at 13.30 on a weekday (no strikes or anything). Fortunately I cancelled the car and managed to get a bus. I had a notification that a car was on its way anyway 5 minutes after my train left - an hour late. Never again. What is the point in an advance booking?