Frequently Asked Questions – FAQ
Q: What areas do you cover?
Tony Cars primarily operates in Surbiton and serves the following areas: Kingston upon Thames, Tolworth, Chessington, Worcester Park, New Malden, and their surrounding areas. However, if your desired destination is not listed, you can fill out our quote form, and we’ll respond to you as soon as possible to accommodate your request.
Q: Can I book a return journey at the same time?
Yes, typically when booking travel arrangements, such as flights, trains, or buses, you can book a return journey at the same time as booking the outbound journey. Our booking platform are offer the option to select a round-trip ticket, which includes both the outbound and return journeys in a single transaction. This can often be more convenient and sometimes even cheaper than booking each leg separately. Just make sure to specify your desired return date and any other relevant details when making your booking.
Q: How much luggage can I take?
The amount of luggage you can take depends on the type of vehicle you book. Our online booking system will automatically recognize the required vehicle type, and you can check the luggage capacity for each vehicle on our Fleet page. If you have any special or oversized luggage requirements, or if you’re unsure about luggage size, please feel free to get in touch with us using our online quote form.
Q: How early do I need to book my travel?
To ensure your travel plans go smoothly, it’s generally advissable to book your travel well in advance. For our online booking system you can reserve your minicab service with a minimum of 12 hours notice. However, if you require a minicab within the next 12 hours, you can contact us directly at +44 (0) 2083999473. Please note that this service is subject to availability, so it’s best to book as early as possible to secure your desired time slot.
Q: What if I cannot locate my driver?
Please check your text messages and email for the automatically sent driver’s contact information provided to you. Try reaching out to your driver using this information.
If you’re still unable to reach your driver, please contact the support team at +44 (0) 2083999473. We will assist you in locating your designated driver.
Q: What if I wish to cancel and want a refund?
If you wish to cancel your booking and request a refund, you must adhere to the cancellation policy outlined by Tony Cars. Here are the key points:
Cancellation Window: You can cancel bookings free of charge with a minimum of 2 hours’ notice before the pick-up time.
Refund Policy: If you cancel within the specified time frame (more than 2 hours before pick-up), you will receive a full refund.
Late Cancellation: If you cancel within 2 hours of the pick-up time, you will not be eligible for a refund. In this case, your debit/credit card or cash payment will be fully charged for the secured booking.
Cancellation Procedure: To cancel, you must inform Tony Cars by calling them at +44 (0) 2083999473. Account holders can alternatively cancel online through the “My Trips” section of their account.
Ensure you cancel within the stipulated time frame to avoid charges and to be eligible for a refund.
Q: Will I be charged extra if my flight is delayed?
No, you will not be charged extra if your flight is delayed up to 2 hours from the scheduled landing time. However, if the delay exceeds 2 hours or if your flight is canceled, please inform our support team to make changes to your booking, subject to availability.
Q: How do I know about my accepted and confirmed booking?
To ensure you stay informed about the status of your booking, follow these steps:
Place Your Booking: Initiate your booking online through the designated platform or our website.
Wait for Confirmation: Upon placing your online booking request form, you’ll see a notification indicating that your booking status is “Awaiting Confirmation.”
Check Your Messages: Regularly monitor your text messages and email inbox. Updates regarding the status of your booking will be communicated through these channels.
Look for Confirmation: Once your booking is confirmed, you’ll receive a confirmation message. This confirmation will be sent via both text message and email. Typically, this process is swift, but it may take up to an hour in some cases from the time of request.
Review the Confirmation: Upon receiving the confirmation message, carefully review its contents. It should include comprehensive details about your booking, such as the date, time, and any other pertinent information.
Contact Support (If Necessary): If you haven’t received any confirmation within the specified time frame or if you have any concerns, don’t hesitate to reach out to customer support for assistance.
By diligently following these steps and remaining attentive to your messages, you’ll remain well-informed about the status of your booking and any updates pertaining to its confirmation.
Check Your Messages: Regularly monitor your text messages and email inbox. Updates regarding the status of your booking will be communicated through these channels.
Look for Confirmation: Once your booking is confirmed, you’ll receive a confirmation message. This confirmation will be sent via both text message and email.
Review the Confirmation: Upon receiving the confirmation message, carefully review its contents. It should include comprehensive details about your booking, such as the date, time, and any other pertinent information.
Contact Support (If Necessary): If you haven’t received any confirmation within the specified time frame or if you have any concerns, don’t hesitate to reach out to customer support for assistance.
By diligently following these steps and remaining attentive to your messages, you’ll remain well-informed about the status of your booking and any updates pertaining to its confirmation.
Q: Where do I meet my driver when I land?
When you arrive, look for your driver in the arrivals hall holding a name board with your name on it if you’ve opted for the Meet & Greet service. If you haven’t chosen this option, your meeting point will be specified in your booking confirmation sent by email. If you encounter any issues or have questions, you can always reach out to our customer support team at +44 (0) 2083999473 for assistance.
Q: What if the flight is early?
If your flight arrives earlier than expected, there won’t be any additional charges. We keep a close eye on the status of flights, constantly monitoring for any changes in the scheduled arrival times. This means that if your flight lands ahead of schedule, we’ll still be there to pick you up without any extra fees.