I ordered and paid for a trip £14-93 from South Kensington to St James Place, Brompton Rd Sw3 The driver made a mistake and was taking us to St James place when I noticed he was going the wrong way... Voir plus
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À propos de l'entreprise
À propos de Gett by Lyft (UK)
Écrit par l'entreprise
Hail, track and pay for your taxi from our app. Ride in comfort with thousands of the UK's highest rated and fully licensed taxi drivers.
> Earn even more coupons
Invite your friends and earn ride coupons for each new friend that uses your referral code.
> Highest Rated Drivers
Our licensed drivers are rated on average 4.8/5 stars by our riders.
> Beat the traffic
Use the privilege of bus lanes when riding in a black cab in Central London for quicker pick ups and journeys.
> Pre-book
Book a taxi for an immediate pickup or pre-book to ride later.
> Ride greener
Select a greener ride option - over 58% of black cabs on the Gett app are electric. We also offset 100% of CO2 emitted from all rides.
> Reliable ride for your business
Book and manage rides and expenses for your business on one platform.
> Earn even more coupons
Invite your friends and earn ride coupons for each new friend that uses your referral code.
> Highest Rated Drivers
Our licensed drivers are rated on average 4.8/5 stars by our riders.
> Beat the traffic
Use the privilege of bus lanes when riding in a black cab in Central London for quicker pick ups and journeys.
> Pre-book
Book a taxi for an immediate pickup or pre-book to ride later.
> Ride greener
Select a greener ride option - over 58% of black cabs on the Gett app are electric. We also offset 100% of CO2 emitted from all rides.
> Reliable ride for your business
Book and manage rides and expenses for your business on one platform.
Coordonnées de contact
326 City Road (lower ground), EC1V 2NZ, London, Royaume-Uni
- 0207 397 4300
- customercare.uk@gettuk.com
- gett.com
4,4
Excellent
2 k avis
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A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
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Decent service but high fees
The good news was that Gett was able to get me a black cab within minutes. The bad news was that I was slapped with a £15 "Heavy Demand fee" due to the Tube strike. While I appreciate that the cabs were busy that day but this was more than the metered fare! While I appreciate the network was busier due to the disruption this seems excessive. In future I will use Jump or Freenow
4 juin 2026
Réponse de Gett by Lyft (UK)
Dear Ciaran,
Thank you for your feedback. We are pleased to hear that we were able to source a black cab for you within minutes, but we appreciate your concerns regarding the pricing on the day.
To add a little context, High Demand fees are only used at times of severe pressure on the supply in our system. Days like a London Underground strike increase the request for rides by hundreds of percentage points. We use these fees to incentivise drivers to fulfil the rides requested by Gett users rather than accepting work straight off the street. We will always show users the amount of the High Demand fee that is on the ride prior to booking, allowing our users the choice of proceeding or looking at alternatives.
Strike days do level unprecedented pressure on all other forms of transport in the city, and we need to do what we can to ensure our customers get a taxi when they need it. I do apologise if you felt this was unfair, but time is a very expensive commodity, and every minute we save our customers waiting on the street or queuing in a rank is valuable.
We do hope you will give us the opportunity to restore your faith in the service we provide on your future journeys.
Regards,
John Mc
Gett - powered by Lyft
Really impressed with this service
Really impressed with this service, the driver arrived quickly and was really friendly,
4 juin 2026
Réponse de Gett by Lyft (UK)
Dear Tara,
Thank you for your lovely review. We are delighted to hear that you were impressed with our service. Providing a prompt and welcoming experience is always our main priority.
We look forward to welcoming you back on board for another great journey soon.
Regards,
John Mc
Gett - powered by Lyft
Excellent work!
30 juin 2025
Réponse de Gett by Lyft (UK)
Dear Marcia,
Thank you for taking the time to leave a review. We are delighted to hear that you were pleased with our service and that our team provided such high-quality work.
We look forward to welcoming you back on board for your next journey soon.
Regards,
John Mc
Gett - powered by Lyft
It’s just too expensive
It’s just too expensive. I love the idea of using a Black cab it’s just too much £
1 juin 2026
Réponse de Gett by Lyft (UK)
Dear Jackie,
Thank you for sharing your feedback with us. I am sorry to hear that you felt the journey was expensive, especially since you love the idea of using a traditional London Black Cab.
Black Taxis fares are charged by the internal meter, these fares are regulated by the local authority in the area they operate. It is also worth noting that the meter calculates the fare based on time as well as distance, so heavier traffic, road closures/weather can have an impact on the final fare. This means the pricing is standardised and set by transport regulators rather than by Gett independently.
We completely understand that cost is an important factor, but we hope the safety, reliability, and unparalleled knowledge of our regulated drivers continue to bring value to your journeys.
We do hope to have the opportunity to welcome you back on board in the future.
Regards,
John Mc
Gett - powered by Lyft
Réponse de Gett by Lyft (UK)
Dear Andrew,
Thank you for taking the time to leave a review. Providing a smooth, high-quality, and dependable experience is always our main priority.
We look forward to welcoming you back on board for another great journey soon.
Regards,
John Mc
Gett - powered by Lyft
Richard was great had a great chat
Richard was great had a great chat , dropped me of left my phone in the cab someone called it for me and he brought it straight back that's why you always use a London taxi. Thank you so much , really saved my day
28 mai 2026
Réponse de Gett by Lyft (UK)
Dear Lisa,
Thank you for sharing such a wonderful experience. It is fantastic to hear that Richard looked after you so well, and we are absolutely delighted that he was able to return your phone to you so quickly. This level of honesty and reliability is exactly why London black taxi drivers are held in such high regard, and we are pleased he could save your day.
We look forward to seeing you back on board for your next journey.
Regards,
John Mc
Gett - powered by Lyft
Not efficient for driver or passenger
I've had a mixed experience with Gett, which is the reason for the two and not one star review. The majority of my rides have been easy and event-less, which is exactly what you'd want from a taxi service.
I recently completed a journey from Hackney to Hampstead, a ~8 mile distance that usually takes ~45 minutes depending on time of day and traffic, all through London. I didn't think anything of instructing a route to the driver, because I had trusted the app and driver to navigate the most sensible way. For this particular journey, the driver took the North Circular, which has been undergoing planned evening road closures for nearly three months now (since March) and has another two months to go. These lane closures, combined with evening motorway traffic, turned a relatively short and moderately priced ride into a ~70 minute journey that ended at 135gbp. When I directed an enquiry to the app's messaging service, they originally (kindly) offered a refund as good faith, for 15gbp. After pressing further and asking them to investigate, they gave me a further refund of 30gbp and explained that the driver took the route that was directed by the app.
In any scenario, it's concerning that the app would direct a driver onto a ~20 mile, indirect motorway route that has known lane closures, when it was a simple ~8 mile journey through London (via Islington/Camden). It was an ordinary weeknight, and there was no traffic closure in those areas of North London.
This experience has left a sour taste, and after chatting with a few drivers, I understand that Gett is no longer advantageous for them since the Lyft acquisition. I'll likely be transitioning to Jump, since I like using black cabs rather than ordinary rideshare, and it seems like that app places the routing and payment directly on the driver, rather than these suspicious and frankly, illogical, routes on drivers while also taking a 20% cut of their profits.
27 mai 2026
Avis spontané
Réponse de Gett by Lyft (UK)
Dear Megan,
Thank you for your detailed feedback, and I am sorry to hear that this particular journey left you with a sour taste, especially when your previous rides with us have been straightforward.
I would like to add a little context as to how our routing system operates. Our algorithm calculates the quickest route available based on a combination of current and historical ride data, prioritising time rather than distance. I have looked into the ride in question and noted that the estimated travel times for 21:45 on that Wednesday evening showed 35 to 55 minutes via the A406, compared to 40 to 65 minutes through town. At that specific time, based on live data, the North Circular was anticipated to be the quickest available route.
While we understand the route is geographically longer, the system selects the path expected to get you to your destination the fastest based on real-time conditions. London Black Taxi drivers are widely regarded as the best at what they do, and I apologise that on this instance you felt the routing was subpar. I can see that you reached out to our 24/7 UK-based customer experience, and I hope the team resolved the issue for you.
Regarding your comments on driver sentiment following the acquisition by Lyft, I am afraid I cannot comment on drivers' individual feelings or sentiment on the merger as that would be unfair. However, I can say that Gett provided ground transportation for over 1 million business rides in 2025. These bookings come from some of the largest law and banking firms in the UK through their corporate accounts, and this consistent volume of work remains available to all Gett drivers 24/7.
We do hope you will give us the opportunity to restore your faith in the service we provide on your future journeys.
Regards,
John Mc
Gett - powered by Lyft
My First Gett Ride
The Lady Taxi Driver arrived on time and was appropriately friendly. It was a comfortable ride. I will be using Gett again.
25 mai 2026
Réponse de Gett by Lyft (UK)
Dear Janet,
Thank you for your lovely review. It is wonderful to hear that your driver arrived on time and provided such a comfortable and friendly journey. We take great pride in our professional drivers, and your kind feedback is very much appreciated.
We look forward to welcoming you on board for your next trip.
Regards,
John Mc
Gett - powered by Lyft
Had to pay for an empty cab.
I needed to book 8 black cabs to take wedding guests from the church to the reception. I tried to book these through Gett who told me I would need to make 8 separate bookings - a bit inconvenient but I could do that.
I tried to make the first booking and, on the live chat, I was told that the booking had failed. I pointed out I had been charged £32. They said this was a holding charge which could be £1 or £30, they had no way of knowing as it was done by the system. They voided that charge and I got the money back.
Needing 8 cabs I decided to proceed no further with Gett. I was not willing to repeat the process with a charge of £30 each time with the possibility of zero actual bookings.
I booked 8 black cabs through Addison Lee Events who were superb. One booking and on the day 8 black cabs.
Except I now know that there must have been 9 black cabs. It seems that Gett DID have a booking and duly despatched a drive to the church who queued with the Addison Lee cabs and whisked away 5 or 6 of the guests. £46.59 was taken from my bank account.
So I complained. And I sent Gett a copy of their earlier message saying no booking had been made on the system. They said as I had made a booking (*!?*) and the driver had taken passengers I would have to pay.
I believe the problem lies with the Gett system and whilst I have sympathy with the driver who did indeed collect and deliver passengers, I ended up with an extra Addison Lee cab that I had already paid for and no passengers to put in it.
23 mai 2026
Avis spontané
Réponse de Gett by Lyft (UK)
Dear Max Frost,
Thank you for taking the time to share your feedback, and please accept my sincere apologies for the frustrating experience you had when trying to arrange transport for your wedding guests.
To be completely honest, our consumer app for "private" users is built for single vehicle bookings, although the option is available, the system treats multiple bookings as seperate individual bookings and follows the same process for each of multiple simultaneous bookings. I am very sorry that this caused such an inconvenience when planning for your special day.
It is particularly regrettable that you were incorrectly informed via our live chat that the first booking had failed, only for a vehicle to be despatched anyway. I completely understand your frustration at being charged for a journey that you believed had been cancelled, and I am sorry for the conflicting information you received from our team.
I can see from our system that you have already contacted our customer service team regarding this matter. I truly hope they have now reviewed the chat history and resolved the issue to your satisfaction.
We look forward to the opportunity to provide you with a much more reliable and seamless service in the future.
Regards,
John Mc Gett - powered by Lyft
Réponse de Gett by Lyft (UK)
Dear Hilary,
Thank you for taking the time to leave such a kind review.
It is a pleasure to hear that you find our service to be reliable, and our drivers courteous and helpful. Providing a dependable and pleasant experience is exactly what we strive for on every journey.
We look forward to providing your next trip across the city.
Regards,
John Mc
Gett - powered by Lyft
So easy to use
25 mai 2026
Réponse de Gett by Lyft (UK)
Dear Steve,
Thank you for your review. We are delighted to hear that you find our app so easy to use.
We look forward to welcoming you on board again soon.
Regards,
John Mc
Gett - powered by Lyft
Value?
Gett advertises an executive type car service with a luxury Mercedes or Tesla. This is what I paid for when I travelled from my home in North London to Heathrow.
The car provided was a very well used smallish MG. It was clean and the driver was pleasant but it wasn’t by any stretch of the imagination a luxury car and I think the shock absorbers could do with replacing.
I think a partial refund should be made. Gett?
20 mai 2026
Avis spontané
Réponse de Gett by Lyft (UK)
Dear Andrew,
Thank you for sharing your feedback with us, and please accept my sincere apologies for the experience you had on your recent journey to Heathrow. This is certainly not the standard of service we aim to provide, and it is disappointing to hear that the vehicle provided did not reflect this.
I have asked a member of our Customer Experience team to reach out to you directly regarding this matter, and I am sure they will be able to resolve the issue for you appropriately.
We do hope we have the opportunity to restore your faith in the service we provide on your future journeys.
Regards,
John Mc
Gett - powered by Lyft
Terrible
Terrible. Left me stranded in a dangerous situation and accused me of it being my fault.
19 mai 2026
Avis spontané
Réponse de Gett by Lyft (UK)
Dear Admin,
Dear Admin,
Thank you for sending over the requested information so promptly.
Upon looking into the details, I can see that your ride was booked through one of our corporate accounts, which is managed by a dedicated service team. The agent you were previously in contact with had already passed all of the information regarding your journey on to your accounts service team. I am sure they will reach out to you directly in due course to address the issues you experienced.
Please accept our sincere apologies once again for the difficulties you encountered during this ride, as this is certainly not the standard of service we aim to provide.
We look forward to the opportunity to provide you with a much better experience in the future.
Regards,
John Mc
Gett - powered by Lyft
Thank you for your feedback, and I am deeply sorry to hear about the experience you had. We take passenger safety and driver conduct very seriously.
Due to the anonymous nature of Trustpilot, I have requested further information from you through the Trustpilot platform. I am more than happy to investigate the ride in question thoroughly once I receive this additional information from you, so we can address exactly what happened.
We look forward to the opportunity to restore your trust in our service in the future.
Regards,
John Mc
Gett - powered by Lyft
Réponse de Gett by Lyft (UK)
Dear Stewart,
Thank you for your great review. We are delighted to hear that you are enjoying our app and the black taxi service we provide across London. Our goal is to make booking a traditional black cab as seamless and reliable as possible, so your positive feedback is much appreciated.
We look forward to welcoming you onboard in the near future.
Regards,
John Mc
Gett - powered by Lyft
Perfectly on time
Perfectly on time. Lovely polite and helpful driver. Very impressed with the service. Will use again.
18 mai 2026
Réponse de Gett by Lyft (UK)
Dear NessC,
Thank you for your wonderful review. We strive to deliver a premium and reliable service, so your kind words are greatly appreciated.
We look forward to seeing you back on board for your next trip.
Regards,
John Mc
Gett - powered by Lyft
It can be decent but the worst part is…
It can be decent but the worst part is drivers also work for other companies and themselves so you never really know if they accept you or not. It happened to me multiple times. The worst being a driver choosing a group of rich hotel guests with Chanel bags to me ( even though i showed him correct license plate) . I guess he figured Chanel bags owners will give him better tips. You can have good experiences and also disgusting and unreliable service
13 mai 2026
Avis spontané
Réponse de Gett by Lyft (UK)
Dear Kamilla,
Thank you for your feedback, and I am very sorry to hear about the frustrating and unacceptable experience you had with your driver. Once a driver accepts a booking through our app, we expect them to honour and complete that journey, and passing over a booking for any reason is completely against our service standards.
As Trustpilot reviews are anonymous, I have requested further information via the platform to help identify your booking. I would like to investigate this specific ride for you so that we can look into the matter fully. Once we have the details of the journey, we will ensure that the driver's details are passed on to our driver management team for appropriate action, as this behaviour is absolutely not acceptable.
We look forward to the opportunity to restore your confidence in our service on a future journey.
Regards,
John Mc
Gett - powered by Lyft
The driver was terrific
The driver was terrific. Very helpful and he tried a couple of different ways to get us to a drop off point that was easy for us. Really brilliant. Thank you.
14 mai 2026
Réponse de Gett by Lyft (UK)
Dear Paul,
Thank you for your wonderful feedback regarding your recent journey. It is great to hear that your driver was so accommodating and went the extra mile to find the most convenient drop-off point for you. We take great pride in our drivers' commitment to excellent service and their ability to navigate the city effectively.
We look forward to welcoming you back on board for another journey soon.
Regards,
John Mc
Gett -powered by Lyft
Wouldn’t use any other transport in…
Wouldn’t use any other transport in London. Feel safe, drivers are polite and excellent all round service
11 mai 2026
Réponse de Gett by Lyft (UK)
Dear Janice,
Thank you for your kind words and for your continued loyalty to our service. It is a pleasure to hear that you feel safe and well looked after during your journeys, as passenger security and professional conduct are our highest priorities. We are glad that our drivers have consistently met your expectations.
We look forward to welcoming you on board again soon.
Regards,
John Mc
Gett UK - powered by Lyft
I always book an eCab on GETT
I always book an eCab on GETT. Smooth ride, helpful and knowledgable drivers.
11 mai 2026
Réponse de Gett by Lyft (UK)
Dear Mr Berg,
Thank you for your feedback and for choosing to book your eCab journeys through Gett. Providing a professional service with expert navigation is a standard we strive to maintain for every passenger.
We look forward to providing your next journey in one of our Black Taxi's.
Regards,
John Mc
Gett - powered by Lyft
Lovely driver
Lovely driver, arrived a little early for a booked trip, but no hassle. Took the direct route and was very helpful throughout. Booking system a little painful for a timed collection, as the book now button, once a time has been put in, really means ignore the time and come now, but problem handled very well by driver.
7 mai 2026
Réponse de Gett by Lyft (UK)
Dear Bloggsie,
Thank you for sharing your experience with us. It is encouraging to hear that your driver was helpful and handled the journey with such professionalism, I am glad to hear that their early arrival caused you no inconvenience.
Regarding your comments on the booking system, we appreciate you highlighting the confusion between the timed collection and the "book now" function. Your feedback is invaluable as we constantly work to refine our app interface to ensure the scheduling process is as clear as possible for our passengers.
We look forward to seeing you back in one of our taxis in the near future.
Regards,
John Mc
Gett - powered by Lyft
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