How to cancel a ride

If you no longer need the ride you have booked with us then please feel free to cancel it. Below are details of how to do this:
Cancel via our App
You can cancel your ride through our App, to do this tap the ‘Cancel Ride’ button displayed in the App and click confirm. Please note you can not cancel a ride via the App once your ride has started. If you no longer wish to continue your journey your trip will still be subject to the minimum ride fare.
By Telephone
To cancel your ride by telephone call us on 0203 302 7240 (you can also access this number by clicking the telephone icon in the London Carriages App.)
Via our Website
To cancel via our website got to www.londoncarriages.co.uk/contact and complete the enquiry form from there.
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Fare charges

London Carriages operate 4 Car Types, each car type has a different fare tariff (see below). The Fare is calculated as follows: Base Rate + Distance x Distance Rate + Time x Time Rate. For Example a trip is 11.2 miles that takes 35 minutes with the driver using a Caliber car type would result in a Fare = £2.50 + (11.2 x £1.75) + (35 x £0.30)  =  £32.60

Fare Charges

Car Type Base Rate Distance
& Time Rate
Minimum Fare Waiting Time
After 5-min
Cancellation Fee
Caliber £2.50 Dist Rate £1.75
Time Rate
£5.00 £0.55 £5.00
XL £3.75 Dist Rate £2.63
Time Rate £0.45
£7.50 £0.83 £7.50
Exec £5.00 Dist Rate £3.50
Time Rate £0.60
£10.00 £1.10 £10.00
Lux £7.50 Dist Rate £5.25
Time Rate £0.90
£15.00 £1.65 £15.00

Cancellation Fees

Where a booking is made for immediate pick-up, a cancellation fee will apply if a cancellation is made after 5 minutes of the booking being  confirmed via our app or SMS, subject to a minimum cancellation fee. (See fare charges table above)  In cases where the cancellation was made for a pre-booked pick-up time in advance, a cancellation fee will apply if the cancellation has not been made at least 30 minutes prior to the pre-booked pick-up time. Cancellations not informed within the said 30 minutes will incur a liability of 25% of the pre-quoted charges for the service, subject to the minimum fee (See fare charges table above).

In cases where a Driver does not arrive within 10 minutes of the designated time, you can cancel the booking for free.

Waiting time charges

The Driver will notify the Customer to confirm his arrival at the pick-up point. This will be confirmed in the App and also via an sms message sent to the customer with or without our App. Where a driver has arrived at the pick-up point on time and the Customer/Passenger has not arrived, then the Driver can cancel the booking once a further 8 minutes have passed beyond the scheduled pick-up time. If such an event should occur, upon the Driver’s cancellation of the booking, the Customer will be liable to the minimum fee chargeable. The Driver may activate waiting time after 5 minutes have passed since the Driver arrival at the pick-up point, and the Customer will be charged for every minute from that point a waiting charge rate (see fare charge table above) up to a maximum of 8 minutes.

No-show fee
No-show fees are charged under these circumstances:

  1. Your driver arrived to pick you up
  2. Your driver waited 5 minutes or more
  3. Your driver tried to contact you

We may charge you a no-show fee if you aren’t at the pickup location within 5 minute of your driver’s arrival.

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Complaints & disputed fares

When you choose to use London Carriages we hope you have a positive experience with us. If for any reason this is not the case then we are keen to hear what you have to say and find out what went went wrong so we can put things right. You can get in touch with us in a number of ways please see the options below and choose the way that is most convenient for you. We apologise and are sorry that we have not provided the service you expected, hopefully in the manner in which we deal with your complaint you will give us another chance. Thank you.

Via our App

If you think you were wrongly charged or something has gone wrong with our service we’d be more than happy to help. Simply go to the menu in our App (top right of your App) and select the option Complaints & Lost Property. Provide a brief description of what has gone wrong and we will get back to you to resolve the situation as soon as possible usually within 24 hrs.

By Email
Send an your email to passengers@londoncarriages.co.uk, please provide the following details so we can get on to it as quickly as possible; Your name, contact number, the date and time of the trip you booked and a brief description of what has gone wrong. We will look to contact you within 24hrs to  discus this with you and try and put things right.

Via WhatsApp

You can let us know via our WhatsApp Group on 0750 801  2017. please provide the following details so we can get on to it as quickly as possible; Your name, contact number, the date and time of the trip you booked and a brief description of what has gone wrong. We will look to contact you within 24hrs to  discus this with you and try and put things right.

 

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Lost Property

We know how annoying and worrying it can be if you have lost something. If you think this might have happened to you whilst using our service then first of all please let us offer some comfort that in the vast majority of cases if an item has been left in one of our drivers cars then it is usually reunited with its owner quickly.

By Telephone
Call us on 0203 302 7240 and provide details of your name and date and time of your trip booked with us, including the pick-up and drop off point. We will then contact the driver and look to establish if the lost item is in the car. If so we will then contact you to arrange for the item to be returned to you.

Via our App

If you think you have lost something and believe it was whilst using our service then via your App go to the top right hand menu and from the menu select Complaints & Lost Property complete the form and we will check with the driver as soon as possible and call you back to arrange for its return.

By Email
Send an your email to lostproperty@londoncarriages.co.uk, please provide the following details so we can get on to it as quickly as possible; Your name, contact number, the date and time of the trip you booked and a brief description of the item lost. We will look to contact you as soon as we have spoken to the driver to arrange for the item to be returned  to you.

Via WhatsApp
Please provide the following details so we can get on to it as quickly as possible; Your name, contact number, the date and time of the trip you booked and a brief description of the item lost. Our WhatsApp group number is 0750 801 2017.

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