Journey out to airport on 8th September was very good, unfortunately our flight was cancelled due to air traffic problems. Journey to airport on 9th not so good, no space in boot, surrounded by case... Voir plus
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Booked a chauffeur driven car to take us from Heathrow to Essex after returning from holiday. Driver was on time and helpful and the car was comfortable. Calm driving experience and a reasonable... Voir plus
As usual Addison Lee proved themselves completely reliable. The car I booked for a journey turned up on time with a lovely driver. Then when my appointment was over I booked a car for the return journ... Voir plus
L'entreprise a répondu
THE DRIVER WAS POLITE AND PICKED US UP PUNCTUALLY ON THE RETURN JOURNEY THE DRIVER WENT ABOVE AND BEYOND WHAT WOULD NORMALLY BE EXPECTED HE WAITED PATIENTLY AND EVEN THOUGH WE WERE DELAYED IN A MEE... Voir plus
À propos de l'entreprise
Informations provenant de diverses sources externes
From humble beginnings to London’s most trusted business-class car service in just over forty years, Addison Lee have grown with and for the times. And yet, so little has changed about us. We still believe that taxis and minicabs can be so much more than just a means to an end – our clients are right to expect extraordinary standards, and by allying the latest technologies with traditional customer service values, we can not only disrupt the industry, we can revolutionise it. Today, our iconic cars are responsible for getting over 10 million people where they need to go each year in London alone. And with our business expanding every day – across both the UK and worldwide – we will continue to deliver that same executive service consistently, no matter where we are.
Coordonnées de contact
Royaume-Uni
- www.addisonlee.com
4,6
Excellent
9 k avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
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Avoid them like the plague!
AVOID THEM LIKE THE PLAGUE!
THEY LEFT MY 90 YEAR OLD MOTHER STRANDED! SHE'S A WHEELCHAIR USER LIVING IN A CARE HOME.
My mother was due to attend a theatrical event yesterday. Her wheelchair requirements were mentioned fully when the booking was made by my brother and confirmed by email. She had been looking forward to this event for months. The taxi failed to turn up and the company repeatedly ignored our phone calls. My mother missed the show and was utterly utterly heartbroken. She phoned me in tears. I fail to understand how you could possibly treat an elderly person in this callous manner. I look forward to hearing your response.
20 septembre 2026
Avis spontané
Réponse de Addison Lee
Hi Giannella,
I am very sorry to hear of the distressing experience your mother endured and the profound disappointment this caused.
I understand how much she was looking forward to the theatrical event and the distress caused by the taxi not arriving, especially given her specific needs as a wheelchair user.
We acknowledge that her requirements were clearly communicated and confirmed, and we deeply regret that we failed to meet those expectations.
Please email your complaint along with the booking confirmation number to customer.relations@addisonlee.com so we can investigate what happened.
We take your feedback very seriously will investigating this matter thoroughly to understand what went wrong and prevent similar incidents from happening again.
We appreciate you bringing this to our attention.
Please get in touch if you require anything further.
Kind Regards
Jayne
Customer Experience
We just had an absolutely fantastic…
We just had an absolutely fantastic Emirates chauffeur-drive transfer home from Edinburgh Airport (EDI) this evening, operated by Addison Lee. Our driver was James (from Dundee), and he provided exceptional 5-star service. James was incredibly courteous, thoughtful, and respectful throughout the journey. He helped us with all of our cases and kindly offered to stop off along the way for any provisions we might have needed. He is a very careful, attentive driver, and he made the final leg of our trip completely stress-free. Thank you, James, for being such a wonderful asset to the team! (Trip date: 18th September 2026).
18 septembre 2026
Avis spontané
Réponse de Addison Lee
Good morning Joanne,
Thank you for taking the time to leave this amazing feedback for your driver.
It will be shared with them to acknowledge their exceptional work.
We really appreciate your positive feedback, it means a lot to us.
Kind regards,
Mandy
Customer Experience Advisor
Only reliable if you have an account
After a few good experiences, I realised today that a pre-booking if you aren’t an account holder is meaningless as they only start looking for drivers at the time of pick-up. This made them late today. Also the drivers’ ability and standards are extremely variable. I’ll just use Uber in future.
16 septembre 2026
Avis spontané
Réponse de Addison Lee
Good Morning Jo,
Thank you for taking the time to share your experience with us and I'm sorry to hear of this.
Could you please email the booking details to customer.relations@addisonlee.com so we can investigate.
Kind regards,
Amy
Customer Experience
An Addison Lee driver nearly caused a…
An Addison Lee driver nearly caused a collision with me this morning, and I’ve had to swerve and pull over to avoid them. The quality of driving with Addison Lee drivers is awful, and the drivers are completely arrogant (it’s like they think they own the roads!). I would never book a driver with them anyway (they’re too expensive!) but especially after today - I’m not interested in paying ridiculous money to MAYBE get to my destination safely
16 septembre 2026
Avis spontané
Réponse de Addison Lee
Good morning Olivia,
We are sorry to hear of your experience.
Please contact us on customer.relations@addisonlee.com [customer.relations@addisonlee.com] and we will urgently investigate the matter.
Kind Regards,
Arifah
Customer Experience
Overpriced and unclear charges
Can never see charges when booking on company account, was not able to be told cancellation fee when called to cancel. Repeatedly asked for rate card and clarification by email and never received. Subsequently wasted a huge amount of money if had known prices compared to other competitors such as Uber and Gophr.
13 septembre 2026
Avis spontané
Réponse de Addison Lee
Good Morning Anna,
Thank you for taking the time to share your experience with us.
Could you please email the details to customer.relations@addisonlee.com [customer.relations@addisonlee.com] so we can assist you with this?
Kind regards,
Amy
Customer Experience
Poor…
Booked a taxi from Peckham at eleven pm. Rang to enquire where taxi was told they were still looking for a driver. Asked for ETA told when we get a driver. Asked to cancel for refund was told ok. Next day refund less £17 cancellation fee. Absolute scam no customer service
9 septembre 2026
Avis spontané
Réponse de Addison Lee
Good Afternoon Trevor,
Thank you for taking the time to share your experience with us.
I'm sorry to hear of this. Could you please email the booking details to customer.relations@addisonlee.com [customer.relations@addisonlee.com] so we can investigate?
Kind regards,
Amy
Customer Experience
Airport pickup no show
I had a pre-booked pickup to go to the airport through our corporate account. When no car had been allocated 20 mins before the pickup time I called AL and it turned out that the allocated driver had simply not bothered to show and was not answering his phone and AL do not seem to proactively monitor it at all. I was then allocated another driver who showed as 28 mins away on the tracker, so already 10 mins late. 5 mins before my original booking time I re-checked the tracker and the second driver still showed as 28 mins away so AL had obviously not spoken to him to check that he would actually attend. I then had to call AL again and a third driver finally arrived 18 mins after my original booking time. The third driver was lovely and had a great car but told me he doesn’t really use AL (so was good luck rather than reflective of AL) and that absolutely does not make up for the time and stress involved early morning pre a flight. My local minicab firm (who I use for non-work airport trips) has never turned up late so I cannot understand why we are paying a premium for AL.
13 septembre 2026
Avis spontané
Réponse de Addison Lee
Good Morning,
Thank you for taking the time to share your experience with us.
I'm sorry to hear of this. Could you please email the booking details to customer.relations@addisonlee.com [customer.relations@addisonlee.com] so we can investigate?
Kind regards,
Amy
Customer Experience
Not worth it
1. Unable to book online due to unknown error
2. First phone call hung up by advisor mid-booking
3. Second phone call placed on hold and then disconnected from call
4. Hidden fees after booking ended, not in initial quote
11 septembre 2026
Avis spontané
Réponse de Addison Lee
Good Morning,
I'm so sorry to hear that. Please reach out to us on customer.relations@addisonlee.com [customer.relations@Addisonlee.com] so we can investigate.
Kind regards,
Jenny
Customer Experience
Great drivers but hit and miss with bookings
The drivers are without a doubt an asset to the business However, unless you have an account they can be unreliable with booking times. We have used them 8 pre booked journeys, they were only on time for 4 of these. The late arrivals were not assigned until after the booking time with drivers arriving more than 30 minutes after the requested time. I spoke with a very helpful customer service representative who explained as not on an account my pre booking is essentially a lower priority. In short great staff but unless travelling outside traditional peak times you may want to avoid as they won’t value your booking even if booked days in advance
Edited: we are week two and have experienced a much better service this week. Thanks to following the advice of the customer service assistant so I have amended the rating accordingly. Hopefully this improvement is maintained
10 septembre 2026
Avis spontané
Réponse de Addison Lee
Good morning Sue,
Thank you for taking the time to leave your feedback.
I am sorry to hear you have experienced some issues with late vehicles, this is not what we expect to hear.
Please email the details to Customer.relations@addisonlee.com [Customer.relations@addisonlee.com] so that we can investigate this for you.
Kind regards,
Mandy
Customer Experience Advisor
Good service
Your communication, timeliness and size of the vehicle was impressive. I expected all drivers to be displaying AL symbol or Logo but it wasn’t so. Will definitely recommend you to others. Thank you.
23 août 2026
Réponse de Addison Lee
Dear Nona
We are happy to hear that our communication, timeliness, and vehicle size met your expectations. Thank you for your recommendation!
Kind Regards,
Shellie
Customer Experience
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Réponse de Addison Lee
Good Morning,
Thank you so much for taking the time to leave us a 5 star review! We hope to see you again soon!
Jenny
Cusotmer Experience
Réponse de Addison Lee
Good morning,
Thank you for taking the time to leave us this great review.
It's excellent to hear of your experience with us.
Kind Regards
Meg
Customer Experience
Réponse de Addison Lee
Hi Louise,
Thanks for the amazing 5* review.
Please get in touch if you require anything further.
Kind Regards
Jayne
Customer Experience Advisor
Réponse de Addison Lee
Hi Valentina,
Thank you so much for the 5* review.
Please get in touch if you require anything further.
Kind Regards
Jayne
Customer Experience Advisor
Réponse de Addison Lee
Good morning Muhammed,
Thank you for taking the time to leave this 5 star feedback, it is much appreciated.
It is very good to hear that we have met your high expectations as we are committed to providing exceptional service.
We look forward to seeing you again soon.
Kind regards,
Mandy
Customer Experience Advisor
Excellent driver and journey
Driver was very pleasant and a very comfortable journey
2 septembre 2026
Réponse de Addison Lee
Good morning Christina,
Thank you for sharing your positive feedback about one of our drivers.
Your comments have been shared with our management team so that they can be recognised for their outstanding work.
We appreciate you taking the time to provide us with your valuable feedback.
Kind regards,
Mandy
Customer Experience Advisor
Réponse de Addison Lee
Good morning Paul,
We are thrilled to receive your amazing feedback on our service and appreciate the time you took to share your thoughts with us.
At Addison Lee, we are committed to providing exceptional service and we are pleased to hear that we have met your high expectations.
Thank you for choosing Addison Lee as your service provider and we look forward to serving you again.
Kind regards,
Mandy
Customer Experience Advisor
Great service as usual
2 septembre 2026
Réponse de Addison Lee
Hi,
Thank you for taking the time to leave this 5-star review. It is wonderful to hear of your consistent great experience with our services.
Please get in touch if you require anything further.
Kind Regards
Jayne
Customer Experience Advisor
the driver was excellent.
2 septembre 2026
Réponse de Addison Lee
Good afternoon
Thank you for leaving us this great 5* review.
I am so glad to hear of your experience with our excellent driver.
Kind Regards
Meg
Customer Experience
Réponse de Addison Lee
Good morning,
Thank you for leaving this 5* review.
It is excellent to hear of your professional and punctual experience with our services.
Kind Regards
Meg
Customer Experience
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