FAQ
Questions before you book
Flights, luggage, vehicles, weddings and events. If your question is not here, call us.
Airports
Which airports do you cover?
Gatwick, Heathrow, Stansted, Luton, London City and Southend.
Do you offer return airport transfers?
Yes. Add your return flight when you book.
Do you monitor flights?
Yes. Add your flight number when you book a collection and your pickup follows the actual landing time.
What happens if my flight is delayed?
We track your flight using your flight number, so we see delays in advance and move your pickup to match.
How long will my driver wait at the airport?
You get 30 minutes of free waiting time from your flight's recorded landing time. After that, waiting time is charged at £0.33 per minute.
How much luggage can I take?
A 4-seater saloon takes 2 large suitcases and 2 small cases, up to an 8-seater with 6 large and 2 small. Luggage capacity varies depending on the vehicle and number of passengers, so tell us when booking if you have a lot.
Which vehicle should I book?
It depends on your group and luggage. Our fleet page shows what each vehicle carries, or ask us and we will suggest one.
Can I book a 6, 7 or 8-seater?
Yes. We run 4-seater saloons, 6-seater MPVs, 7-seaters and 8-seaters. Choose one when you book.
Booking
Can I book online?
Yes. Airport, cruise and long-distance journeys can be booked and paid for online. For weddings, events and groups, send us a tailored quote request.
How far in advance should I book?
As early as you can, especially for early flights, weddings and summer weekends.
Can I book for another person?
Yes. Put their pickup details in the form and your contact details so we can confirm with you.
Can I change or cancel my booking?
Yes. Call us with your booking reference. Cancellations must be made at least 24 hours before your journey.
Can I pay by card?
Yes. You can pay by card when you book online.
Do you operate 24/7?
Yes. Urban Cars runs 24 hours a day, 365 days a year.
Do you travel outside Kent?
Yes. Long-distance journeys across the UK are one of our specialisms.
Do you offer cruise transfers?
Yes, to Dover and other UK cruise ports.
Children and pets
Can I travel with children?
Yes. Tell us their ages when you book.
Can I request a child seat?
Yes. Child seats are available on request. Ask for one when you book and tell us the child's age.
Can I travel with a pet?
Yes, pets are welcome. There is an additional £10 pet charge. Mention your pet when you book.
Weddings
Do you provide wedding transport?
Yes, for guests, bridal parties and the groom's party.
Can you provide hotel-to-venue transfers?
Yes. List your hotels and venue and we plan the runs.
Can I book multiple vehicles?
Yes. We plan the vehicles and timings in a tailored quote.
How far in advance should I book wedding transport?
As soon as your date and venue are fixed.
Festivals and events
Can I book a return journey after a festival?
Yes, and we recommend it. Book both ways together.
Can you collect passengers from multiple locations?
Yes. List every pickup address when you book.
Can you transport luggage or equipment?
Yes. Tell us what you are bringing so the vehicle has room.
Can I request a tailored quote for a large event?
Yes. Choose event or group transport in our quote form and give us the details.
What happens if an event finishes later than expected?
Call us on 01843 55 66 77 as soon as you know. We are open 24/7.