Frequently Asked Questions – FAQ

Q: What areas do you cover?

Tony Cars primarily operates in Surbiton and serves the surrounding areas, including Kingston upon Thames, Tolworth, Chessington, Worcester Park, New Malden, and more. If your desired destination is not listed, feel free to fill out our quote form, and we’ll get back to you as soon as possible to accommodate your request.

Q: Can I book a return journey at the same time?

Yes, you can book a return journey at the same time as your outbound journey. Our booking platform offers the option to select a round-trip. Simply click the “Return Journey” button on our booking form and specify your desired return date along with any other relevant details when making your booking.

Q: How much luggage can I take?

It depends on the type of vehicle booked. Our online booking system automatically selects the appropriate vehicle based on the information provided in the reservation or offers the option for a larger vehicle, if needed. Please refer to the luggage capacity of each vehicle on our Fleet page. If you have any special or oversized baggage requirements or are unsure about the size of your baggage, please contact us.

Q: How far in advance do I have to book a trip?

To ensure your travel plans go smoothly, it’s generally advisable to book your trip well in advance; however, we do not recommend booking more than three months ahead. You can book a minicab service through our online booking system up to 12 hours in advance. If you require a vehicle within the next 12 hours, please contact us directly at +44 (0) 208 399 9473. Keep in mind that this service is subject to availability, so it’s best to book as early as possible to ensure your desired time.

Q: What if I cannot locate my driver?

Please check your text messages and email for the automatically sent contact information for your driver. 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) 208 399 9473. We will assist you in locating your designated driver.

Q: What if I wish to cancel my booking and request 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 and will be fully charged for the secured booking.
  • Cancellation Procedure: To cancel, you must inform Tony Cars by calling them at +44 (0) 208 399 9473. 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 by up to 2 hours from the scheduled landing time. However, if your flight is delayed for more than 2 hours or is cancelled, please let us know as soon as possible. We may be able to rearrange your booking for another time or day, depending on availability.

Q: How do I find out about my accepted and confirmed online booking?

After submitting the online booking form, you will see a message indicating that your booking status is “Awaiting Confirmation.” An email will also be sent to confirm your booking request.

Please monitor your text messages and emails regularly, as updates on the status of your booking will be communicated through these channels. Once your booking has been confirmed, you will receive confirmation messages via both text and email. This process is usually quite quick, but in some cases, it can take up to an hour or more from the time the request is submitted.

After receiving the confirmation message, please review its contents carefully. It should contain details of your booking, such as the date, time, and any other relevant information. If you do not receive any confirmation within the specified period or have any doubts, please do not hesitate to contact our customer support team.

Q: Where do I meet my driver when I land?

Upon arrival, please look for your driver in the arrival hall. The driver will hold a name board with your name on it. This option is only available if you selected the “Meet and Greet” service during the booking. If you did not select this option, the meeting location will be indicated in the booking confirmation email you receive. If you have any questions, please contact your assigned driver or our customer service team at +44 (0) 208 399 9473.

Q: What if my plane will land earlier?

Upon arrival, please look for your driver in the arrivals hall. The driver will be holding a name board with your name on it. This option is only available if you have chosen the “Meet and Greet” service. If you did not select this option when booking, the meeting location will be indicated in the booking confirmation email you receive. If you have any questions, please contact us at +44 (0) 208 399 9473.