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This is usually because you already have an account with us. Please try using the password reset feature to recover the old account.

How do I book multiple journeys?

If you need to book multiple unrelated journeys you should start booking the first journey and take it through to the basket page. At this point you can choose to add a "New Journey" to your order. You can repeat this for as many journeys as you need to add.

How do I add an extra waypoint?

To add a 3rd (or 4th, 5th etc...) address to the route of your journeys, on the address entry page, click the "+" button on the right in between the existing addresses you have entered.

It won't let me add a Meet & Greet?

Unfortunately it is not possible to carry out a Meet & Greet service at some Train Stations as there are multiple exits/platforms with no clear meeting point and little to no car parking facilities. Instead we would issue you with the drivers number prior to the journey and they would direct you to the car.

The address I want isn't listed on the Postcode?

This is not a problem. Please ensure the postcode is correct and then just type the building name you need into the field ensuring the postcode is at the end of the text entered.

How Do I Edit Waypoints?

If you are are on the waypoint entry page you can just type a new waypoint into the box. If you are not on the waypoint entry page just click on the Pencil Icon to the right of the address which will take you to the waypoint entry page.

What are we doing to protect Passengers and Drivers with regards to the Corona Virus?

Onward Travel Solutions continue to provide our attentive and professional transport services across the UK, with additional measures in place to ensure you get to your destination safely. Covid 19 has had a major affect on how we travel. To see our full up to date guidance for passengers and suppliers when travelling in relation to Covid-19 please see our Coronavirus advice page Coronavirus (/Coronavirus)

Which terminal should I book?

Heathrow, Gatwick & Manchester Airport operate different terminals dependant on your flight, you will need to specify this when you book. Each provides a website which can be used to check which terminal you need. Heathrow https://www.heathrow.com/airport-guide/which-terminal. Gatwick https://www.gatwickairport.com/flights/which-terminal/ Manchester https://www.manchesterairport.co.uk/flight-information/which-terminal/ If you need further assistance please feel free to contact our custom...

I have received an email stating I have booked two identical Journeys, what do I do?

We will often send out an email like "We appear to have two bookings for the same day, same details. Please confirm if you require both journeys?", if we suspect two Journeys have been accidentally booked. It is imperative you get in contact with us as soon as possible regarding this because if we receive no response we may postpone one of your Journeys to prevent us dispatching two drivers to collect you when only one is needed.

What should I do if I am going to be late to meet a driver?

Please inform our office, via Online Chat (#Chat) or 01934744171, as soon as possible! If you will be late we may be able to delay the driver from departing to collect you, meaning you will avoid paying waiting time. In a worst case scenario warning us will stop the driver from leaving without collecting you! If you no longer need the Journey we may be able to postpone it so you can reschedule it later dependent on if the driver has left yet.

What happens if my flight is diverted to another airport?

If needed we can provide collections from any airport UK wide, the price of your transfer may vary, however what will most likely happen is your airline will provide transport back to the original airport for you. Contact our office as soon as possible to let us know what is required.

What happens if I cannot find my driver?

We will provide you with a contact number for your driver shortly after you book, you should call this number. If this number doesn’t work, for whatever reason, feel free to contact our office via Online Chat (#Chat) or on 01934 744171. We are open 24/7 to aid our customers.

I have received an email stating I have booked Journeys out of order, what do I do?

We will often send out an email such as, “Our system detected that you have booked some Journeys in non-chronological order. This may be intentional, but we recommend you check the dates and times for your booking and confirm if the details are correct. Thank you for your time.” We send this to you when the Journeys you have booked are in non-chronological order, we do this as it is often a sign of an incorrectly booked Journey. It is imperative you get in contact with us as soon as possible r...

I had an issue with my Journey, who do I contact?

We are sorry to hear that your Journey didn't live up to the high standard of service we aim for and would request you send an email to our office, in reply to your confirmation email, detailing what happened. Once received a member of our customer service team will investigate the issue and get back to you in a timely manner.

What should I do if I forget to provide my flight number (or other details)?

Please contact us to correct the mistake as soon as is possible. A simple way to do this is by replying to your confirmation email requesting a change to your journey, alternatively you can log in online and request the change, or use our Online Chat (#Chat) service.

What are the benefits of a business account?

Business accounts provide greater ease of booking and payment which helps streamline the booking process. This results in less time being spent by your staff booking with us, one consolidated invoice for all payments, making life easier for accounts and a more personable service once we get to know your needs. As always our best prices are available online.

I’ve accidently unsubscribed from receiving emails from you?

No problem, please just contact us via Online Chat (#Chat) or email and we will re-subscribe you.

Why isn’t the VAT broken down on the receipt?

We are VAT registered but our supply falls under TOMS (the Tour Operators' Margin Scheme), this means we do pay VAT however you are unable to claim any VAT back on our services. Please see here (https://www.gov.uk/government/publications/vat-notice-7095-tour-operators-margin-scheme#P21_704) for more information.

Will you meet us any time of day or night?

Yes, as all bookings are made in advance we are able to provide a 24hr service.

Will I be sharing with anyone else?

No, all journeys are private transfers. The only people in the car will be your passengers and the driver.

What should I do if I forget my username?

Your username will be your email address. If you have trouble logging in try resetting your password.

How do I know the service is reliable?

We operate transfers from all U.K Airports, and have successfully done so for the past 12 years; building on our reputation and success with each progressive year. We are well known within the industry and you can find our customers ratings on several external websites such as Ekomi (https://www.ekomi.co.uk/review-onward-travel-solutions-ltd.html)

Does a baby or child count as a passenger?

Due to taxi licensing laws children and babies count as passengers. Private Hire vehicles are licensed to carry a certain number of passengers; hence it is vital you include any children traveling in the passenger number count else the vehicle we send may not be able to transport you.

Do I have to book online, I would like to speak to someone?

Our cheapest prices can be found online. We would prefer you book online as our call centre can become very busy in peak periods. However, if you prefer, you are more than welcome to use our Online Chat (#Chat) facility or call our office and we'll be happy to assist.

Do I need to have an account with you to book a taxi?

No, although an account is created during the booking process. Log-in details will be provided to you in your "Welcome Email". As a new customer, you do not need to log-in to the website to book a journey or travel in a car with us. Logging in to our website will provide you with useful information regarding the status of your journey as well as the facility to recover previous quotations, resend / download missing emails plus many other useful features.

Do I need to register to book with you?

No, you do not need to register before you book. An account is created automatically for you during the normal booking process, this can be accessed if you desire by following the setting a password from a link in the "Welcome Email".

When will I receive confirmation of my booking?

You will automatically receive an "OTS Journey Acknowledgement" email for the journey(s) you have made. You will manually receive a "Journey Details" email when the journey has been assigned to a driver. This will contain the pick up instructions and the driver's telephone number.

How many stops can I have in a Journey?

Our computer system currently allows up to 7 stops en-route, however we are able to provide more if required. Should our online system not be able to handle your request please contact our office for assistance.

How early do I need to book my car?

You can book as far in advance as you like, for the smoothest experience we recommend leaving at least 48 hours, however we regularly provide transport successfully at much shorter notice.

How do I request a child seat on my journey?

Currently the option to add child seats is not on our website, we are however often able to provide them. Should you need to request a seat, once you have booked reply to your 'Journey Acknowledgement' email with the age of the child / children and type of seat required (baby, booster. or child seat). Please note that as much as we (or any taxi company) would like to, we cannot guarantee child seats. We can schedule a driver with these for you but plans often change last minute. For example, ...

Why do I have to enter a mobile / cell telephone number when booking?

We require a mobile / cell telephone number when booking, as well as an email address. These details are only used if we have a query regarding your booking, such as we cannot locate you at the pick-up point or incorrect details were provided. The details we request are the bare minimum we feel are required to successfully carry out journeys, as such if we are not provided with any contact details we may not be able to complete your booking.

I want to book a return but I need to book a different vehicle for the return?

The quickest way to achieve this is to get a quote for an identical vehicle return journey and complete the booking form through to the basket page (with the T&C agreement checkbox). Once here you can amend the vehicle type on any of the journeys in your basket by clicking the small icon next to the journey summary then clicking on "Back To Fares" on the left at the bottom of the page. If you have any problems with this please contact our customer service team who will be able to assist.

I want to book a return but the 2nd Journey has slightly different waypoints?

Apologies, currently our website does not handle booking a return with slightly different waypoints well. The quickest way to achieve this is to get a quote for an identical waypoint return journey and complete the booking form through to the basket page (with the T&C agreement checkbox). Once here you can amend the waypoints on any of the journeys in your basket by clicking the small icon next to each waypoint, this should allow you to book with different waypoints. If you have any problems ...

I can’t find my address in the waypoint drop downs?

No problem, please try using the postcode for the address instead of the building / location name. If this doesn’t work please continue filling out the form where you will be prompted to submit it for a "Manual Quotation", doing this will flag your issue for the attention of our customer services team.

Does it cost anything to get a quote?

No, we can provide you with a free, no obligation quotation. Our best prices are available online, alternatively you request the quote via either telephone, email, online chat.

Can I book my return through my driver?

No, sorry you cannot book through the driver. All bookings must be made through the office via the website, telephone or email as Private Hire drivers are not legally allowed to take bookings directly. Instead they must be made through a Private Hire Operator like Onward Travel Solutions Ltd!

When is my Journey charged to my card?

Payment for our journeys is taken at the time of booking. There may be a slight delay in this leaving your account, this will be down to how long your bank takes to process the transaction.

Is the payment secure?

Yes, our payment system is secure. We use a third party, called Opayo (formerly SagePay), to facilitate our payments. As with all online transactions, before paying, you should look for a padlock in the URL bar in your internet browser. We can accept card payments over the telephone, our operators are trained in securely taking payments and our system pauses call recordings when payment is being taken. Should you wish to make payment via Online Chat (#Chat) or email systems please do not sen...

Is the price quoted online the price I will pay?

Yes, unless you amend your journey or incur waiting time.

How do you work out your prices?

Our prices are calculated based on distance, location, vehicle type and in rare cases time of year (for example Christmas & New Year).

How do I pay?

We accept payment by a credit card or debit card. There are no surcharges applied. Payment is required to complete the booking process.

Does the online price include tolls?

Yes, any applicable bridge or tunnel tolls are included in the online price. If your journey incurs one of these tolls your driver will pay for it on the day.

Do your prices include a tip?

No, our prices don't include a gratuity for the driver. The drivers do not expect a tip however should you feel that this is appropriate you are free to pay this to the driver in cash on the day of travel.

Can I pay in cash?

Unfortunately not, all of our journeys are currently paid for in advance via card.

Are there any surcharges?

Our only surcharge is during the Christmas / New Year period and is charged at 50% additional to the initial published prices. The surcharge applies once you've entered the date and time of the required journey for you to be able to complete the booking. This is in effect from 18:00 24th December to 23:59 26th December and 18:00 31st December to 23:59 1st January.

Are the prices shown per person or per vehicle?

All our advertised prices are per vehicle, not per person.

Are there any hidden fees?

No, however to make you aware on journeys collecting from an airport Onward Travel Solutions Ltd does not charge for the 1st hour's waiting time after the plane has landed. Waiting time charges will however start once the 1st hour has elapsed from when the aircraft has landed and will be charged, regardless of reason, at £20/hr pro rata. Waiting time for all other journeys will be charged at £20/hr pro rata from the scheduled pick up time.

What time should I enter for a pick-up from an airport?

Please enter the scheduled flight landing time, our driver will be tracking your flight and we will allow one hour from the actual flight landing time before waiting time is applicable. If you think you will take longer than this you can request a deferred collection time, e.g. [X] minutes after the flight lands, waiting time would start from then instead. Should you wish to pick this option please reply to your confirmation email after booking and inform us. Please note we will need 24 hour's...

I’ve forgotten my password, how do I log in?

There is a password reset facility on our website underneath the booking / quotation form. Should you not be able to follow this through please contact our customer services team through Online Chat (#Chat) who will be able to help you.

I left my belongings in the vehicle

Please, contact our office as soon as possible via Online Chat (#Chat) or through telephone to 01934744171. We will likely be able to aid the return of your belongings. The longer you leave it the more likely another passenger will use the same vehicle and after that we cannot guarantee the safe return of your belongings.

What if I miss my flight?

Contact our office as soon as possible, if the driver hasn't left to collect you yet we may be able to reschedule your journey for another time.

Do you need to know my flight number?

Yes, we need to know your flight number to track your flight for delays or early arrival. Without a flight number we cannot dispatch a driver to your journey as we do not know when you have landed.

How will I receive confirmation of my Journey?

After your journey has been booked we will send you a confirmation email to the email address provided. If for whatever reason you do not receive this please contact our customer services team via our Online Chat (#Chat) or through the Contact Form (/Contact#Content). Please try to provide as many details about the booking as you can to aid us in locating it.

Can I arrange for a driver to wait for me during a short meeting etc...?

Yes, we can have a driver wait for you for whatever reason. Waiting time is chargeable at £20/hour pro rata. We will need to know in advance that you intend to keep the driver waiting so we can ensure they are free to do so.

How long will the driver wait for me?

Our drivers will wait for you as long as it takes for you to meet with your driver (within reason). This applies as long as we have contact with yourself and know for certain that you will require the taxi. For this reason, with airport collections, we recommend calling your driver as soon as you land to let him know you are there. Please be aware that waiting time may be incurred for any delays to your collection.

How do you check your drivers?

All of the drivers used on our journeys are licensed by their local council as private hire or hackney carriage drivers.

How do I find my driver at an airport?

This depends on how you book your journey, as standard our journeys do not include the Meet & Greet Service. This can be requested, at a cost of £5 extra. If you have booked with the "Meet & Greet" service your driver will be waiting inside the arrivals hall holding a sign with the head passenger's name on it. The exact location that the driver will be waiting at will be provided after you have booked, in your "Journey Details and Pick Up Instructions" email, this location is usually outside a ...

I’d like more time to come through the airport

If you need more time to come through the airport to avoid incurring waiting time, you can delay the driver's arrival. Normally we book the journey for the flight arrival time and allow a maximum of 60 minutes for you to meet your driver before waiting time would apply, however if you think you will take longer than this you can request a deferred collection time, e.g. [X] minutes after the flight lands and then waiting time charges would start from then instead. Should you wish to pick this o...

What types of vehicles do you use?

All our vehicles are licensed taxis or private hire vehicles, fully insured and are kept in good condition. All our standard vehicles are under 7 years old, and all executive vehicles are under 5 years old.

What do you class as an executive car?

When booking an executive car your transfer will be conducted in a Mercedes E Class, BMW 5 Series or an equivalent vehicle. When booking an executive people carrier your transfer will be conducted in a Mercedes Viano or equivalent vehicle. All executive class vehicles are under 5 years old.

I am going to need a wheelchair accessible vehicle?

Unfortunately, currently we do not have wheelchair accessible vehicles widely in use. We can often accommodate your request however this is subject to the availability of these vehicles, hence please direct your request to our sales team (/Contact#Content).

I have a lot of luggage, will it fit?

We can provide cars, minibuses and coaches, as such there are not many passenger / luggage combinations we cannot accommodate. If you are unsure what vehicle you should book please contact our customer service team via Online Chat (#Chat) or our Contact Form (/Contact#Content) for advice.

How can I add a note to the driver about my booking?

To add a note for the driver about your booking, just reply to your confirmation email with the request and one of our office staff will do this for you.

What shall I enter if I don’t know certain parts of the booking yet, i.e Passenger mobile, Flight number.

If you don't have some of the details when you come to book please carry on and enter a dash (-) into the parts you are unsure of. We will need these details before the journey is due to start so please ensure to get back in contact with us before then.

When do I need to be at the airport by?

For journeys traveling to the airport we always advise to aim to be at the airport at least two hours before your flight departs.

Can I travel in one of your cars with a dog or cat?

Yes, you can travel with a pet such as a cats or a dog, they will need to be inside a travel cage during the journey so as not to damage the vehicle or cause unnecessary mess for future passengers (who may be allergic). Our office will need to be notified in advance that you are taking pets with you and you will need to ensure an appropriately sized vehicle is booked to accommodate them. In compliance with UK law guide dogs are permitted to travel with passengers in our vehicles, we do however...

My driver is late?

We ask you to bear in mind that road travel is often subject to unforeseen delays due to traffic, road closures, vehicle breakdowns, and many other reasons. We know and understand that this is little consolation for the impact delays can have on travel plans and as such do everything in our power to prevent them. In the unlikely event of your driver being significantly late for your Journey you should contact our office. Any complaints should be directed to our customer services team via email...

I need an immediate collection, can you provide this?

It is very possible we will be able to help you with immediate collections, however you will need to contact our sales office via Online Chat (#Chat) or phone to check our availability.

How do I cancel my Booking?

We aim to be as flexible as possible with your booking, offering free postponement (up to one year) where possible. In addition we provide transport to and from every UK airport, so if your travel plans change we can usually amend your booking to fit in with your new plans. In the unfortunate event you do have to cancel your journey cancellations should be made with our office via email, to which you will receive an email confirmation. For further details please see our full cancellation ...

Do you charge waiting time?

On Journeys collecting from an airport we allow all passengers 1 hour from the time the flight actually lands to meet with their driver, after this waiting time is charged at £20/hr pro rata. Waiting time for all other journeys will be charged at £20/hr pro rata from the scheduled pick up time. We understand some passengers can take longer than an hour to navigate the airport, if you feel that you fall into this category we can request that the pick-up time on your journey be deferred by [x] m...

I’m not receiving emails from you?

First check your spam / junk folder, if there is still no sign of the emails then contact our customer services team who will be able to assist, this is best done via our Online Chat (#Chat) or through our Contact Form. (/Contact#Content)

How do I make a complaint?

Sorry to hear your Journey didn't go as planned, please reply to your Journey Confirmation email, detailing the issues you had with our service. Please be sure to include the reference number for your Journey in the email. Once received we will acknowledge your complaint, investigate the situation fully and then reply to you within 5 working days.

What happens if my flight is cancelled?

Please contact our office! If you contact us before the driver leaves to collect you we may be able to postpone your Journey meaning you can reschedule it later.

Do you offer corporate accounts?

Yes, we do offer corporate accounts. To apply for one, or request additional details, please submit a request to our sales team using our contact form. (/Contact#Content) Please ensure to include details about the journeys you plan to book, frequency, location, vehicle type. This information will help us determine if we are a good fit for your needs.

How do I amend my booking?

Amendments to journeys must be made with our office, the easiest way is to reply to your confirmation email with the request for the change. Once the change is made you will receive an email confirming the amendment. If you don't receive an amendment confirmation email we haven't received your instruction. Amendments must not be made with your driver.

What if my flight or train is delayed?

If you are traveling by flight we will be watching for any delays, we do however request that you contact us (#chat) to warn us as well, sometimes the online tracking information is slow to be updated. If you are travelling via train you will need to warn us of any delays to your journey as we currently have no facility to track these accurately.

What time does your office close?

Our office is open 24/7 every day.

Can't find the answer to your question?

Sorry to hear that, please use our contact form or online chat and one of our agents will get back to you shortly.

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