Trust & safety · FAQ
How do I make a complaint about my journey?
Email info@kingsheathrowtaxi.co.uk with your booking date and details. Kings responds within 7 days and aims to resolve complaints within 30 days.
Key points
- Email info@kingsheathrowtaxi.co.uk with the booking date and details.
- Kings responds within 7 days and aims to resolve complaints within 30 days.
- Unresolved complaints can be escalated through the relevant licensing procedure.
Heathrow taxi complaints: contact details and response times
Send a journey complaint to info@kingsheathrowtaxi.co.uk and include the booking date and details. Email provides the written route specified in the terms for complaints. The contact page also lists phone, SMS and WhatsApp for general contact, but the formal complaints wording directs passengers to the email address.
Kings responds within 7 days and aims to resolve a complaint within 30 days. If the complaint remains unresolved after that 30-day process, the terms say the passenger is entitled to escalate it through the relevant private hire licensing complaints procedure. Kings uses licensed private hire drivers.
Heathrow taxi complaints: fare, delay and liability terms
A fare complaint should be considered against the confirmed fixed fare. The fare is per vehicle and route, quoted door-to-door, and includes the £7 Heathrow charge, tolls, ULEZ, fuel and traffic delay. There is no traffic surcharge, peak surcharge or surge pricing. Payment is made online at booking, with no cash payment to the driver.
For arriving flights, Kings tracks the flight and provides 60 minutes of free waiting from actual landing. Extra waiting is £15 per hour only when the passenger asks the driver to stay. The terms limit liability for delay or a missed connection to the value of the journey and exclude consequential losses unless the delay was caused by gross negligence.
What if my complaint isn't resolved in 30 days?
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What if my complaint isn't resolved in 30 days?
+You're entitled to escalate it through the relevant private hire licensing complaints procedure.
What information should I include?
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What information should I include?
+The booking date and full details of what happened, so the complaint can be looked into properly.
Is there a phone alternative to email?
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Is there a phone alternative to email?
+Email is the specified route for complaints in the terms and conditions; general contact channels are listed on the contact page.
Does this cover disputes over the fare?
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Does this cover disputes over the fare?
+Yes. Pricing disputes follow the same complaints process as any other issue with a journey.
Can traffic cause a higher fare that needs to be disputed?
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Can traffic cause a higher fare that needs to be disputed?
+No. Traffic delay is included in the fixed door-to-door fare, and there is no traffic surcharge. The fare also includes the £7 Heathrow charge, tolls, ULEZ and fuel.
What terms apply to a complaint about a missed connection?
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What terms apply to a complaint about a missed connection?
+The terms limit liability for delay or a missed connection to the value of the journey. Consequential losses, including missed flights, lost cruise sailings and hotel costs, are excluded unless the delay was caused by gross negligence.
Related questions
Book a fixed-price transfer
Every complaint gets a reply within 7 days.
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