Book with complete confidence knowing that WeKnow holds the unique position of being Heathrow’s onsite and licensed transfer provider.  We work on a fixed rate guarantee, meaning the quote you receive here will never change. Unexpected traffic, road closures or diversions - these are our problems, not yours.  

WeKnow are certified members of the Licensed Private Hire Vehicle Association and licensed by Transport for London. All our drivers are selectively handpicked professionals, who undergo enhanced DBS and medical checks - because your safety is of paramount importance to us.  

Like you, we love travelling and exploring new cities and want to help visitors get around in the cleanest, greenest ways possible. To achieve this we operate the largest fleet of luxury, fully electric vehicles available at Heathrow. 

With our Airport Meet & Greet service, your driver will be waiting for you in the arrivals area with your name displayed on a name board for a seamless gate to vehicle transfer. A Grace Period* of 30 minutes driver waiting time and parking charges are included with your booking, from the time stated on your latest booking confirmation/update.

We will be tracking your flight throughout your journey, and will update your pick up time accordingly should there be a change in the flight's schedule. If you are delayed on the day for reasons other than a delayed flight landing time, please reach out to us as soon as possible and before your scheduled pick up time via our webchat, email, or by phone (+448003100442) and we will adjust your pick up time accordingly.

*Please see Booking Conditions below for further information about your Grace Period

Without Airport Meet & Greet included in your booking, we will await to hear from you before we send in your driver, who will usually arrive within 15-20 minutes after you make contact.  

At Heathrow Airport, please check-in at the WeKnow Travel Services & Information Desk in the Arrivals Terminal, where you'll be connected with your driver.

At other airports, please contact us on arrival using the details below:

Phone (24/7): +448003100442
Email (9am-5pm, Mon-Fri): customer.services@weknowgroup.com

You will receive a notification when your driver is on route with a link to a live map where you can track the vehicle. Please make your way outside the building and be ready to meet your driver when they arrive. 10 minutes waiting time allowance is included with your booking from the time the driver arrives, after which, additional waiting time is charged at £0.50 per minute and payable directly to your driver before your journey.

Availability Notice - Please note that Fully Electric Vehicles are subject to availability and may be facilitated with a Standard Vehicle if required. Bookings facilitated in a Standard Vehicle will be entitled to a refund of the difference in price as quoted on our website at the time of booking. Please get in contact with us to arrange your refund.
Please note that due to high demand, we sometimes partner with trusted third-party suppliers to facilitate Car Transfers.

Passenger and Luggage Allowance - Please be advised that we operate strict guidelines to passenger capacity and luggage allowances in our vehicles. Please use the Vehicle Capacity filters on the vehicle selection page to view vehicles suitable for the number of passengers and luggage items. 1x hand luggage is permissible per person in every vehicle.

If passenger or luggage numbers exceed the recommended amount for the vehicle you have chosen, we cannot facilitate the booking and you will be charged for the total amount of the booking. If you are not sure which vehicle to choose, contact us and our team will be happy to advise you.

Meet & Greet Grace Period Conditions - If your driver has arrived, and we are unable to make contact with you within the 30 minute waiting time period, your driver will be unallocated from your booking on the 31st minute. When you arrive, please make contact with us and we will re-arrange your pick up accordingly. A re-booking fee will apply to re-arrange your booking charged and shall be a minimum total of £15.00. If you do not wish to proceed with your booking, please contact our team as soon as possible to cancel your journey. Please note refunds may not be eligible if you request a cancellation after the pick up time stated on your booking confirmation.

If you are facing delays and would prefer your driver to wait in the Arrivals Terminal for your arrival, Additional Waiting Time Charges of £0.50 per minute will be applied to your booking. Payment of Additional Waiting Time Charges can be made at the WeKnow Desk in the Arrivals Terminal or via a Payment Link sent directly to your inbox. Please be advised that Additional Waiting Time Charges require payment to be completed within 12-hours from the date and time issued.

Booking Notifications - You will receive an email and SMS text when your driver is on route for your booking, and when they have arrived at your pick up location. These emails contain a link to a live map where you can track the position of the vehicle, as well as the Driver's Identification details such as their name, vehicle type and vehicle registration number. It is your responsibility to check that the vehicle you are getting into matches the information provided in these emails.

Suppliers - Sometimes, in periods of high demand, we partner with trusted Third Party Suppliers to facilitate car transfers. In these instances, you will receive an update via email and we will pass your contact and booking information to the Supplier. The Supplier will provide you with updates regarding your booking, driver and vehicle information.

If you are unsure about a vehicle you are entering, please ask the driver to wait and contact our Control Team who manage all vehicles and drivers on +44 (0) 800 310 0442.

Accessibility - Unfortunately our vehicles are not wheelchair accessible at this time. We’re working hard to enable this service in the future.

You are welcome to provide and fit your own child seat. Under TfL regulations, please be advised that our drivers are unable provide or fit child seats on your behalf.

 If you are unable to provide your own child car seat, please note that  UK Legislation states that Private Hire Vehicles are exempt from having to use child car seats. 

 Children aged 0-3
Children aged 0-3 may sit on an adults lap in the rear seats of our vehicles and do not need to use a child car seat or a seat belt. Children sat on an adults lap may be excluded from the total passenger number for the vehicle.

Children aged 3-13
Children aged 3-13 are required to use a seat belt in the rear seats of our vehicles. Children do not need to use a child car seat in our vehicles under UK Legislation.

Children aged 14+
Children aged 14+ and over 135cm in height may sit in the front or rear seats of our vehicles and must wear a seat belt.

The driver is responsible for ensuring:
1. Children between the ages of 3 and 13 years up to 135cm in height use an adult seat belt in the rear seats.
2. Children up to 14 years and over 135cm in height use an adult seat belt in the rear or front seats.

You are welcome to make Amendments to your booking at any time up to 4-hours before your Booking. Within 4 hours of your booking, we will do all we can to accommodate any Amendment requests but unfortunately this cannot be guaranteed.

Cancellations can be made up to 4-hours before your Booking free of charge and you will be refunded the full amount. A Cancellation Fee may be applicable within or after this 4-hour window. Cancellation Fees are subject to the Service selected, the location of the Pick Up Address, the proximity of the allocated Vehicle to the Pick Up Address and available Vehicles at the time of the request. Should a Cancellation Fee apply, it shall be a minimum total of £15.00 and up to a maximum total of 100% of the quoted booking charge.

Please contact our customer service team for further assistance at customer.services@weknowgroup.com or via our webchat online.