Exclusive Airports Reviews 66

Jamal Shah or Jay Shah decided to bully me on the phone and began to threaten me with cancelling a car that was en route to pick up my elderly mother from the airport. He cancelled the car but then rebooked it straight after, but we had to wait for 45 minutes for the other car to arrive. According to the driver (lovely guy) Jamal or Jay was clearly stressed and in a panic because he realised he screwed up / violated terms and conditions of the company. Terrible CS staff. Fire Jamal.

Our trip was cancelled due to Covid restrictions. This company gouged nearly 20% admin fee on a refund for a prebooked taxi and laughed when we queried it, Avoid.

Driver decided he had waited to long and left without informing me. Support line acknowledges it is the driver's fault but 1. can't find another driver and 2. can't process a refund and requested me to open a service ticket myself. Absolutely appalling service, I no longer have any trust in this company even though I have been using them for years

Poorly run company. Driver was over an hour late. Promised that they would meet me at arrival gates when booking, ended up stuck waiting for them at pickup/drop off. Wouldn't bother with these guys, service is not part of their offerings clearly.

I have been using them for around 6 years. However, they have become very greedy of late and outsource their taxi contract to unprofessional drivers. The taxi will be stinking of smoke everytime. We had an accident recently on the motorway with the taxi they arranged and it was our taxi drivers fault. They didn't bother to send another taxi and asked us to make our own arrangements. Never ever going to book through them again. There are many other professional taxi services out there with competitive prices.

I have been using Exclusive Airports for more than 10 years. In the last few months their service levels have gone down significantly which seems to be a combination of rides outsourced to other companies (quality of cars and drivers is poorer) and also drivers worrying more about how they can save the airport parking ticket then picking you up on time and from the meeting point. In my last 10-15 trips (and I use them almost every week, sometimes twice a week) the drivers ask you to walk on your own to the parking lot (no matter how much luggage you may have) and look for them or even meet them at the departures (which is illegal) just so that they save £3-4 which is the parking ticket. Bank holiday weekend, with a pregnant wife, 3 pieces of luggage and waiting for the driver for half an hour as he was not coming inside the parking earlier not to pay the parking ticket despite numerous calls to inform him when we cleared passports and luggage hall.

Exclusive Airports you need to work harder and monitor better your drivers as your service levels have seriously gone down!

Did not pick passengers up from Heathrow after a long haul. Cab driver swore at me on the phone and said he had left for another job. The Company refuses to acknowledge my multiple emails and calls requesting a refund for both this trip and all the future bookings I have with them. Pretty stupid since I was a good customer but never ever again. Nightmare from start to finish.

I made three reservations with exclusiveairports while in London.
I was with a party of 5 with 8 pieces of luggage which I stated & confirmed 4 times. The van that picked us up at Heathrow airport was fine but the next two pickups were with small vans that we could barely fit into & both were 2 hour trips from London to Southampton port. I had to sit in the far back with luggage all over me & couldn't use a seat belt. Everyone else had luggage on their laps. It was extremely uncomfortable. I contacted exclusiveairports after the first mishap to make sure they were going to send a larger van in Southampton to Heathrow. They did not! It's been 5 days & exclusiveairports have not apologized or contacted me for at least a partial refund. I would NOT RECOMMEND this company for any of your transportation needs.

I have used Exclusive airports for several years to an from airports and cruise lines. I recommend them for their ease of service, assistance and follow through.

Driver was on time, courteous, and knew exactly where to go. He helped make our trip out to Luton a breeze. MPV+ was clean and relatively new. I would definitely recommend using them and they will be my first choice for my next airport transfer in London.

Second year in a row to the airport
Cars clean and tidy, drivers same
and helpful. Prompt pickup and safe journey, will use again as necessary

I have always been happy with this service. I have used them from London Hotels to Heathrow several times and this year to and from Southampton to Heathrow. Always on time and courteous. You also get text messages that they are on the way or waiting for you with a link and phone number of the driver.

Very happy with the service. Although It would be great if the company valued repeated customers with special rates or service upgrades.

Excellent service as ever. Very reliable, on time, personable drivers, great value for money.

On time, reasonably priced and a nice vehicle.

I have been using Exclusive Airports since 2013 and the experience had been reasonable, until an incident happened last week which completely changed my perspective about this company. I booked a taxi and paid online upfront to pick up my cousin from Heathrow, and added a note to request for a diversion to the office (Canary Wharf) I work at so I can hand over the home keys to her. My office is located en route to where I live (West Ferry Road) so I see no reason to pay extra for the diversion. On the morning of my cousin's arrival, we messaged the taxi company for the driver's number plate, they then asked us to pay an extra £10 for the diversion we requested. I then called to speak with a member of staff directly, questioning why they didn't tell me about the additional charge at the time when the booking was made. The staff could not answer my question and kept reiterating I need to pay the fee. I was then put through to speak with her supervisor, the supervisor was confrontational right at the beginning, again kept reiterating that I need to pay the extra charge because I asked for a diversion. He was not able to explain why I was only told about this a few hours before the journey was due, should I have known at the time of booking I would have not added this note on the website and made other arrangements for my cousin to pick up the keys. The supervisor was extremely emotional and angry; and told me it was my fault for adding that note in the first place. At that point I was so disappointed and upset by this situation I told him I will never book taxis via Exclusive Airports as I found their staff rude and unreasonable, the supervisor simply replied one word - "Fine", still asking me to pay the extra. This response confirmed I made the right decision - that this will be the last time I ever book taxi with this company.

So - I could give you the 30 something messages back and fourth, or describe the two weeks of writing to their customer service, but I'll try to keep it short.

I book the cab the night before, and since i had to leave at 4 AM i figured i didn't wanna be out waaaay to far in advance, and the (paid?) reviews they have on their website looked great. So i booked, got a confirmation of the prepayment, went to bed in a friends house, woke up to a driver dispatch confirmation and went outside at 4 AM - just to find out the cab wasn't outside. I called them up, and they instantly told me how the driver had a flat tire (thanks for calling me to let me know?) on the way, but that they already arranged a new driver who would be about 10-15 minutes away. I get in, wait the 15 minutes just to get out of the house and find myself alone once again. So i call them up again, and they all of a sudden say that the "confirmed driver that was about 10-15 min away" actually couldn't make it - but that they could try to see if maybe they could find another company - but that it may be more expensive (something I'd have to pay..!).

Since i was already running 25 minutes late, and was stupid enough to trust a company for the good reviews on their website, i told her I'd try to make arrangements on my own. The friend i was staying with started calling around, and finally found a company with a car nearby. It costed me 20 pounds more than "Exclusive Airports", but it was the only option.

I made the airport with a minute until checkin close - instead of the planned 40 minutes before that..

Had i, in my profession, failed a client not once, but twice (flat tires happen, but the second driver who "couldn't make it"?!), i would have been ashamed and done everything in my power to first of all solve the problem and make sure any possible extra cost for it went to me - and if i, for some weird reason, wouldn't be able to work it out, i would have made damn sure to compensate the client for the additional costs as well as the fact i messed up big time - in some attempt to win back some kind of faith towards me.

This however, doesn't seem to be the policy of Exclusive Airports. Seeing how it was "beyond their control", they take no responsibility for the fact that TWO drivers didn't show up in the middle of the night, and was, after literally 30 messages, showing me their "goodwill" with a 30 pound voucher to use with them (like as if i would ever use this company again!) - or a 15 pound check thats completely useless for anyone not living in the UK. In other words not even enough to cover the additional costs i had for having to book the closest possible company.

I will never ever go near this company again, and i strongly recommend everyone else who wants to actually get to the airport to do the same.

- As a reply to what came under here! -

Again, not one veichle broke down, the new confirmed veichle that was "en route and 10 to 15 minutes away i promise!" faced "issues" and didn't show up. It's funny, I've never in any emails stated that i want a specific number. You however, suggested a 30 pound voucher with your company, which since I don't live in the UK, I have no use for. To then be offered a 15 pound check, which will cost me about 10-15 pounds to cash in Sweden, seemed like a joke. Especially since my additional costs, thanks to having to book a new cab in a great panic, wouldn't even be covered by the 15 pounds. To then, like many other clients who have been facing issues with your company, get an attitude in the emails with comments like "this issue was not bought about internationally", just shows exactly what kind of company you are.

And regarding the price of the new cab services. I started calling around heaps of companies, my friend was calling around at the same time in order to find the one company with the closest cab. He finally found a company, booked it (funny, they faced no issues with getting to my location, which, reading the reviews below, seems to be a common issue with your 4 AM bookings!) and off i went. I, thanks to you, arrived at the airport minutes before check-in-close, so i basically left the car running to make it. So yes, as i mentioned to your colleague, i could ask my friend to check his phone records and give you about ten different companies to call around to, but having worked in service jobs all my life - i think it's completely irrelevant. ESPECIALLY since your colleague who, after having failed me twice that morning, asked if she could get another 10-15 min to see if she could find another company - "but it will probably cost around 65 pounds" - which is about the one right thing your customer service has said so far. You know what - had you not caused an insane stress and almost missing my flight that morning i could have booked a reliable company and that way had name, email confirmation, receipt and this after comparing prices as i did with your quote.

Again - you claim to have a minimal number of issues with your services, but yet you think it's a great idea to send 30 something defensive messages and get bad reviews on every possible site whenever you do. Try a new tactic next time and say "We understand completely, we're terrible sorry for causing this, and yet this was an extremely unfortunate morning we are eager to compensate you appropriately by giving you xx..", and until you do, i hope that as many people as possible choose other taxi providers after seeing mine and the other 1-star reviews on various sites.

Flawed company with poor customer service. Avoid.
Allowed me to book a Saloon transfer for 2 golf bags online; when I phoned to confirm collection time, THEY realised that maybe 2 golf bags wouldn't fit - even though it allowed me to confirm the booking with them.
It was £20 to upgrade, which I didn't agree with, so asked for a cancellation. They charged me £7 to cancel a £70 booking. Even though they were at fault. Trying to discuss this issue with the staff is astoundingly annoying.
Use one of the many other companies available.

I booked Exclusive Airports for a 3.45am collection going to Gatwick airport - a journey of approximately 60 miles. My driver called me upon arrival and turned up 5 minutes early in an immaculate car. He was polite, drove extremely well and got me to the airport with plenty of time to spare. Unfortunately I left my mobile phone in his car. Whilst I was away on holiday, my phone was returned to Exclusive Airports head office and then returned to me at work. Communication throughout was very good despite a slight problem with confirming my email at the outset. I will definitely be using the company again.