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 charged is calculated as follows:

Base Rate + (Distance x Distance Rate) + (Time x Time Rate).

Example based on a trip of 11.2 miles and a journey time of 35 minutes, driven in a Caliber car type.

Calculated as follows:
Base Fare – £2.50
Distance Charge – 11.2 miles x £1.25 (cost per mile rate) = £14
Time Charge – 35 minutes x £0.15 (cost per minute rate) = £5.25
Total Fare Charged – £2.50 + £14.00 + £5.25 = £21.75

Fare Charges

Car Type Base Rate Distance
& Time Rate
Minimum Fare Waiting Time
After 5-min
Cancellation Fee
Caliber £2.50 Dist Rate £1.25
Time Rate £0.15
£4.50 £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 as calculated from our charges table above. In cases where the cancellation was made for a pre-booked pick-up time, a cancellation fee will apply if there is 30 minutes or less left before 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

You will be notified that your driver has arrived at the designated pick-up point, via your App and by an an SMS message, from this time the system will starts to count the driver’s waiting time. (Unless the ride has been pre-booked for a specific pick-up time, then in this case the waiting time starts from the pick-up time booked, even if the driver is early, waiting time will not start until the pick-up time given has been reached.)

There is no charge for the 1st 5-min of waiting, but passengers are liable for a waiting charge for the next 3 minutes (see fare charge table above) and then charged for the 1st 5 minutes plus additional waiting time minutes 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 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 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 discuss 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 driver’s 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. (There maybe a charge for this) or you may collect the item from our offices.

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 then 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 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 and the date and time of the trip you booked, please include 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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