Frequently Asked Questions – FAQ
Q: What areas do you cover?
Tony Cars operates in Surbiton and serves nearby areas like Kingston upon Thames, Tolworth, Chessington, Worcester Park, and New Malden. If your destination isn’t listed, fill out our quote form, and we’ll do our best to accommodate you.
Q: Can I book a return journey at the same time?
Yes, you can book a return journey when you book your outbound trip. Use the “Return Journey” button on our booking form to specify your preferred return date and other details.
Q: How much luggage can I take?
The vehicle type you book determines how much luggage you can bring. Our system selects the appropriate vehicle based on your details. If you need to carry special or oversized baggage, contact us to arrange the right vehicle for your needs.
Q: How far in advance should I book a trip?
We recommend booking in advance for smooth travel planning, but not more than three months ahead. You can use our online booking system to book a trip up to 12 hours before your journey. For bookings within the next 12 hours, call us at +44 (0) 208 399 9473 to check availability.
Q: What if I cannot locate my driver?
Check your text messages or email for the driver’s contact information, which we send automatically. If you still can’t reach your driver, call our support team at +44 (0) 208 399 9473 for help.
Q: What is your cancellation and refund policy?
Cancel your booking at least 2 hours before the pick-up time to receive a full refund. If you cancel within 2 hours of the pick-up time, we will charge the full amount. Call us at +44 (0) 208 399 9473 or cancel online in the “My Trips” section of your account.
Q: Will I be charged extra if my flight is delayed?
We won’t charge extra for flight delays of up to 2 hours. If your flight delay exceeds 2 hours or gets canceled, inform us as soon as possible. We’ll do our best to reschedule your booking based on availability.
Q: How do I receive confirmation of my online booking?booking?
After submitting the booking form, you’ll see a message that says your booking status is “Awaiting Confirmation.” We’ll send you an email to confirm your request. Once approved, you’ll receive confirmation messages via text and email. If you don’t hear from us within the expected time, contact our customer support team.
Q: Where do I meet my driver when I land?
If you selected “Meet and Greet,” your driver will wait in the arrivals hall holding a name board with your name. If you didn’t select this option, refer to your booking confirmation email for the meeting location. For any concerns, call your assigned driver or our support team at +44 (0) 208 399 9473.
Q: What if my plane lands earlier than scheduled?
If your flight lands earlier than expected, proceed to the designated meeting point in your booking confirmation. Our drivers monitor flight statuses and adjust their arrival times accordingly. If you have any questions, contact us at +44 (0) 208 399 9473.