Frequently Asked Questions
Answers to the most common questions about booking, fixed fares, cancellations, airport transfers and our fleet. Can't find what you need? Call +44 20 7121 8888 — the office is open 24 hours a day, 365 days a year.
BOOKING & FARES
Booking & Fares
How do I book a fixed-fare minicab with One2One Cars?
Book online at one2onecars.com/booknow, by phone on +44 20 7121 8888, or through the One2One Cars app. Your fixed fare is confirmed before you complete the booking, whichever way you book.
Are One2One Cars fares fixed, or can the price change during the journey?
Yes. One2One Cars uses fixed-fare pricing across phone, web, app, chat, email and in-person bookings — there’s no meter and no surge pricing. The fare shown when you book is the fare you pay, though it may vary if the pickup, drop-off or vehicle class changes from what was originally booked.
Does One2One Cars charge extra for waiting time?
Waiting time is charged at £0.34 per minute (around £20 an hour). You get 5 minutes free from a pickup address when heading to the airport, and 10 minutes free at express pickup points. Flight delays are tracked and are never charged as waiting time.
What payment methods does One2One Cars accept?
One2One Cars accepts cash and card payments. Corporate account holders are billed centrally with no card surcharges.
CANCELLATIONS & CHANGES
Cancellations & Changes
Can I cancel a booking for free?
Yes — cancellations are free up to 4 hours before your pickup time. Cancelling within 4 hours of pickup is charged in full.
How do I cancel or change a booking?
If your pickup is more than 24 hours away, email info@one2onecars.com. If it’s under 24 hours, call +44 20 7121 8888 — changes and cancellations close to pickup need to be made by phone so they can be actioned in time.
What happens if my driver arrives and I'm not there?
There’s a 10-minute grace period after the driver arrives. After that, the booking is treated as a no-show, and prepaid card bookings are not refunded on a no-show.
AIRPORT TRANSFERS
Airport Transfers
Does One2One Cars track my flight for airport pickups?
Yes — free flight tracking is included on every airport collection, at no extra cost, so your driver adjusts for early or delayed arrivals automatically.
What's included with a meet-and-greet airport pickup?
Meet-and-greet includes flight monitoring plus an airport-specific charge — for example £9 at Heathrow Terminals 2–5 (Terminal 1 is closed) or £7 at Gatwick North or South. Charges vary by airport and terminal; see the relevant airport transfer page for exact pricing.
How much airport parking time is included in the fare?
Up to £7 of airport parking is included in your fare (Luton, Stansted and City premium services use a £10 threshold). Any parking cost above that is paid by the passenger.
FLEET & ACCESSIBILITY
Fleet & Accessibility
Does One2One Cars offer wheelchair-accessible vehicles?
Yes, on request only. One2One Cars’ wheelchair-accessible vehicles have ramps or lifts and secure restraints. Call +44 20 7121 8888 ahead of your journey to confirm availability for your date and time.
Can I request a child seat?
Yes, on request: a baby seat for infants under 18 months, a child seat for around 1.5–2.5 years, or a booster for 3 years and up. UK law doesn’t require a child seat in a private hire vehicle, so availability isn’t guaranteed at peak times, and fitting the seat is the customer’s responsibility.
How many passengers and suitcases fit in an 8-seater?
The 8-seater fits up to 7 passengers with 6 suitcases and 6 cabin bags — ideal for group and family airport transfers.
CORPORATE & BUSINESS
Corporate & Business
Does One2One Cars offer corporate accounts?
Yes. Corporate accounts get centralised billing, consistent driver quality and no card surcharges for regular users. Call +44 20 7121 8888 to set one up.