Is it possible to rank these people zero stars? I've never had such an awful customer service experience in my life. After moving to London from the USA earlier this year, we booked Addison Lee several times with good results, and then it all fell apart. I was to be picked up July 26 at night at Heathrow, upon my return from the U.S.. I went to the appointed meeting place (the Hertz counter), and found no driver. There was another Addison Lee driver there waiting for another customer. Luckily, he took pity on me, as neither of my mobile phones were working. He helped me phone my husband, and he then spent about 20 minutes on the phone with various Addison Lee contacts, locating my driver. Meanwhile, his own client (whose name I remember, as it's the same as a now-deceased former U.S. president) showed up with his wife, and said that they had seen another driver halfway across the terminal. The other clients were also quite kind, and the wife actually started across the terminal to find the other driver. The other driver then showed up (after I had been waiting some 40 minutes), apologising profusely, saying that he had just started working for Addison Lee that week, and wasn't aware of the pickup point. I chose not to report the incident to Addison Lee at the time, thinking first that they should've been aware of it based on the other driver's multiple phone calls, and secondly not wanting to get my driver into trouble with his new employer. Boy, do I regret that decision now. Some weeks later, my husband finds mysterious charges from Addison Lee on our credit card bill. Some are subsequently explained, but there is one charge that we are told is for WAITING TIME for this driver! We explained, first by e-mail and then by phone to a customer service rep the string of events. She insists that my driver claims that he was at the Hertz counter the entire time, and that they choose to stand behind their employees. I then point out that she could prove that I am not lying by (a) speaking with the other driver, (b) checking his mobile phone records (which include both a phone call to my house and multiple calls to Addison Lee) and/or speaking with the other customer who surely remembers the situation. Both the customer service rep and her supervisor (who claims she's been in customer service for 10 years), refuse to do any of these things, preferring to implicitly accuse a customer of lying (for a GBP 8.00 charge!), lose our business and retain an employee who has repeatedly lied to them, rather than take care of a repeat customer who was on track to bring them at least hundreds of pounds of revenue per year. I've now been told that I can contact the Chairman, but that he doesn't have e-mail (!?) We choose not to waste our time further with this poorly run firm, and will dispute the unbelievably small charge with our credit card company, and happily take our rather larger amount of business elsewhere. To all who use this company, enjoy your free newspaper, but beware of the customer service team, and definitely report any issues immediately, as you will never be believed ex post facto! These people are the textbook example for how NOT to run a customer service operation! read more

As I start this review, I'll be honest .. it is highly unlikely that it will be acknowledged or dealt with in a way that conforms to the essence of good customer service. Addison Lee used to be my default courier and taxi service. Always reliable, always fast, drivers always happy. Then came uber. My last three Addison experiences have been beyond frustrating. After the experience, just to increase your customer frustration, try getting to a resolve for your issue.... it's impossible. I think the experience that tipped me over the edge was getting a courier order out to an important client in Knightsbridge. Customer service offered me a van or a car but never offered the service options. Apparently it's in the customers responsibility to designate whether you want direct or their "multi drop" service. So, hang on, if you're not familiar with their options, they default to multi drop. My order fell into the multi drop option which has ABSOLUTELY no guaranteed delivery time. Could be 3pm and could be 10pm. My slot fell somewhere in between arriving at 7pm ....... oops, loading bay closed. Received phone call from driver saying he'd have to send the delivery back to their hub and we'd have to send it out the following day, but hang on .... you'll have to be transferred to customer service and rebook and pay again. If I'd been offered the service options I could have chosen my service and avoided the nightmare but alas.... Called customer service and was informed that it's in their terms and conditions that the customer must designate the service category. Nothing they could do. It was like speaking to Siri, no emotion and programmed to avoid (at all costs) of compensating your troubles. I type this from an Addison Lee that I waited one hour for on a Saturday afternoon, if you book on the app before you pay it does t tell you the response time. My time was 60 minutes. I was going to call an Uber but thought I'll try Addison again ... called customer service and guess what "if you refer to our terms and conditions section 13, ....." you get the picture. So despite spending nearly a thousand pounds on Addison Lee I guess my spend doesn't quantify a response that makes me feel valued. So ..... do you guys have a section in your customer service that knows how to respond to a customer that valued you and is resolutely never using you again ? I won't wait by the phone. read more

I moved recently to London and used one out of 5 recommended by Expat center taxi companies in London Addison Lee. I have booked a trip with Addison Lee to Heathrow airport. The negotiation price was £68.70. I was flying to Paris with Air France, and had 2 pieces of very HEAVY luggage. There was no terminal indicated on my itinerary, and I asked the driver if he knew what terminal Air France was operating from. He told me that all flights to Europe operate from terminal 1. So, he dropped me at terminal 1 with all my heavy luggage, asked to pay him £85 (I was surprised that the cost went up, but didn't argue with him) and took off. Few minutes later I found out that Air France has been operating from Terminal 4, and was never located in Terminal 1! I had to catch another taxi and pay £15 to go to the right terminal. I arrived 30 minutes before flight and was the last passenger to enter the plane! I asked the Addison Lee kindly investigate this matter, and reimburse me with £30 of extra fees that I had to pay to get to the airport and than, to the right terminal. Especially, since it was not the first time. A few weeks before, the Addison Lee driver tried to drop me at the Victoria Coach while the booking was for Victoria Rail station. It was in the middle of the night, and I was supposed to take the train to Gatwick airport at 3 am in the morning to catch the flight at 6:00 am. Because the driver took me to the wrong place and argued for 5-7 minutes before taking me to the rail station, I missed the train. I had to wait an hour for the next train. It was 3 am, and the station was empty, dark and cold. Addison Lee didn't want to make things just. Though they told me that if the driver was unsure what terminal or station to go to, he should have called the center to confirm, their manager Sara talked to me in a very impolite manner and went into the deep defense. Main reason for this defense was that the driver didn't have any complaints before, and that he was, in her own words, an angel! After this statement I had no further questions. With this attitude toward the client, I no longer surprised that their drivers take people to the wrong place, constantly argue and overcharge. Being a manager myself, I went all the way to throw Addison Lee out of our expat policies. Expat center removed the Addison Lee out of the list of recommended companies! read more

I used Addison Lee a lot over the past 2 to 3 years, usually for medium length journeys (13-28 pounds fares), but occasionally for very expensive 11 pounds 1-2 miles journeys. Usually they were punctual or early, and most of the drivers quite pleasant. However I think such an expensive company cannot be forgiven even for one mistake only, particularly if they do not even dream to issue grovelling apologies (or any apology) for the mistake. For a variety of reasons irrelevant here, I booked a cab for 9 am to take my daughter and I to her nursery, a 10 minutes walk away by myself, but 25 minutes with my daughter (11 pounds fare). At 8:55 am I receive a text that my car has been delayed by up to 20 minutes. I am not pleased, since we are going to be late, but it is still going to be quicker than walking, and it is raining quite heavily. At 9:15 I call, since there is still no car. At this point I discover that, due to the computerised system used by AL, even if I booked the cab well in advance, the computer has only started looking for a car at 8:40, and actually at 9:15 has still not found one. So actually the text that was sent to me earlier is a lie: there is no 'my car', and the delay could be anything. At this point I am fuming, and just dash with my daughter under the rain. At 10:14 I receive a further text that a driver has been allocated to my job, who arrives at my door at 10:28, nearly 1 hour and a half late! at this point I am actually at Earl's Court, from North London were I live (but well inside the A406...). I was greatly inconvenienced by their behaviour, but what would have happened if I had had a plane to catch? And why could they not just let me know that they were experiencing difficulties in finding a car, so that I would have left home much earlier, and I would not have been so late? and a single word of apology would have gone a long way. Anyway, I normally use AL when I need to get to an important appointment on time. Now I shall never dare using them if I need somebody reliable. But if they are not reliable, and since they are deadly expensive, why use them at all? read more

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TOTAL NIGHTMARE TO WORK FOR PROS Support from managers and other agents in an around the contact centre is amazing everyone is helpful and pleasant in the night shift especially the condition we work under, the poor recources and tools we have to do the job itself and where google maps can crashes the whole system is pretty stupid considering we work for AL who is basically a posh cab company where something like google maps is ESSENTIAL. CONS In total honesty the Carlyle Group are a joke known for not giving a fish about there employees at the bottom of the food chain, Im just glad that there done with there objective and made there money so they could sell up already and go. This is a very good company heck just the courier service in london is a goldmine, We really need CEO's that would actually come in and make changes that would benefit us by giving us the correct tools we need to do the job with the FAIR wages. I mean I know empolyees in the company that have been there more than 5 years and have never recieved any form of appreciation and then the TCG are wondering why theyre having such a staffing issue. Mate its the lowest paying contact centre in the whole of cambridgeshire and its also one of the highest profited company in the whole of cambridgeshire and you wonder why people are leaving every single day. Advice to Management no advice lol just sell up already please we really need CEO's that want to make the business better. Look you guys clearly dont care about us otherwise you wouldnt be coming out with these very smart ways of cutting down our chances to achieve bonuses with some new brand standard protocol every so often. And if you dont believe me TCG the proofs in the pudding go ask your account holders I believe "taccy" is the word one of them used to describe the company in the recent 5 years which was exactly what she said and exactly how long you guys have been in ownership. read more

I must admit I am still in a state of a shock. Addison Lee charged me for cancelation the same price as the trip was: £12. (for a booking which I haven't made or canceled) What I did was, I found out about Addison Lee and about a promo code for my first booking. I used the code and made a booking but while waiting for the taxi I wondered if my promo code was applied. It wasnt. And then I canceled the booking. The driver calls me after that and tells me that it was applied (which he was lying). After another 8 minutes the driver arrives and I ask him how to do in order to apply the promo code to the booking and then make another booking, and what he does is, he calls the operator from Addison Lee to send the booking again to him and then he acts as he just forgot asking about the promo code. And then when he call again I ask if I will be charged a cancelation fee if he cancel this second trip which still doesn't have the promo code to it. And, the driver confirms that I will be charged, and gave me a rough idea of £4-5 cancellation fee. I said, OK, just cancel it cos I will never use Addison Lee anymore. But I was charged £12, (around 90 pence more than what I was initially quoted for my journey). The problem was that the second booking which was eventually canceled by the driver himself, was not even made by me, or my hands, it was sent without my consent to the driver from the operator of Addison Lee. I will take this much furher, to Ombudsman, Watchdog and TFL. UPDATE 7th of Feb 2017 They contacted me after making a complain and they refunded me the 12 pounds and also gave me a 10 pounds voucher for my next trip. Great. Thank you Adisson Lee. read more

Absolutely disgusting company. I have used many times before and have rarely had a pleasant driver. I request that they wait in a certain place (which is clearly sign posted and easy to park in) as I don't like walking far at night being a young lady. This evening I got a call from them, after booking a cab for later in the evening, saying I can't dictate to drivers where they must wait and because of my unreasonable request I must pay the driver in full before my journey. I explained my reasons for requesting where they park, which is partly due to a disability of mine too which I don't really feel comfortable discussing with one of their heavy london accented unconcerned call centre workers whos only intent was having a petty argument and taking advantage of the little power his job provides him with. I let the little guy have his moment as he proceeded to shout and throw a barrage of insults at me for over 10 minutes. The pleasant drivers I have had recently have said work is quiet at the moment, which is hardly suprising as the company employs so many numpties and the fact they chargeway more than black cabs doesn't help. A few years ago the drivers were polite and on time, and if there were problems they apologised and dealt with them efficiently. Now they are best avoided, especially for women due to the sexist drivers who shout at you when you dare complain that they weren't at the right address and that you have had to walk half way down your road to find them (I very much doubt they'd shout at a man - again, the small person/low wage syndrome again). London buses are more reliable and you are less likely to get hassle on your journey too! read more

We ordered one taxi with 4 drop off to: Chiswick, Ruislip, Edgware and Watford. We were told that it will cost £117. The next day the person who would have gone to Edgware said that the best is to get 2 cabs because she is a bit more north than west and she would spend around 2 hours in the cab before she gets home. We modified the order and were told that in that case the cost is about £15 cheaper. Great we thought. No written confirmation arrived, no invoice was sent. Before we left the party the person who would have gone to Watford did not come at the end but we had space so we got someone else who was going to Chiswick as well, to share the cab with us. So at the end we had 1 cab going to Edgware and 1 cab going to Chiswick (2 drop off) and Ruislip.Addison Lee did not just reduce the cost of the fare with £15 as discussed on the phone but still charged me £117 which I believe is overpriced and not fair as they did not need to go the same distance as in the original order.We ordered the cab for midnight but the cab driver arrived 15minutes earlier so later I was charged with £5 waiting time. I had also been charged around 5 differnt costs against my credit card and around 5 different annulations have arrived based on my complaint. At one point they charged over £200. I advise everyone to keep away from them. The worst company ever: they are overcharging and bad customer service. read more

Addison Lee....do any of your drivers hold a drivers licence? Do any of your drivers have any knowledge of the highway code? I suspect not. I am constantly amazed by the lunatic and frankly dangerous actions by your drivers. Every time I see an Addison Lee driver travelling the same direction as me I love to watch the lunacy unfold before me,how you guys are still driving people around is some sort of miracle or perhaps divine intervention. Arrogance, ignorance and a total disregard for other road users, as a professional driver myself i would be ashamed to be a driver for this organisation. I don't suppose Mr Griffin really cares as long as the cash keeps rolling in. Its interesting to see that the reviews on here are either excellent or very poor. If you're a cyclist please beware, Addison Lee hate you and i have no doubt you are all in a great deal of danger as Addison Lee are still continuing to use bus lanes illegally and they really do not care if you are there. And this is all sanctioned be the boss who really doesn't care, remember its all about ££££££££££££££££££££££ read more

Signed up for the Heathrow pick up by credit card. When I got the bill they had added substantially for "wait time" and "parking fees". It took two requests for them to acknowledge they wrongly charged me for "wait time". They still refused to remove the parking fees despite my pointing out that they did not mention those at all at confirmation, and in the fine print of their terms and conditions it only says that parking charges may occur if there are "route deviations" from the booked route. I had no route deviations. Further, they could not explain to me how they determine what parking charges should be - if you book a cab with them, they seem to feel they can charge whatever they please, and you won't learn what it is until you get a credit card bill weeks later. I used to believe they were a quality firm, but competition is intense in the taxi business, and this company has decided to play dirty with the customer in order to raise profits. read more

This company's attitude and public behaviour is one of recklessness, arrogance, and law-defiance. The company's chairman and founder, John Griffin, supports his cab drivers in encouraging them to illegally drive on bus lanes (and indemnifying them of any fines incurred). He also recently stated that cyclist deaths in the streets of London are justified because cyclists don't pay as much as motorists to be on the road (!) and that a motorist killing a cyclist is excused under the Sorry mate I didn't see you umbrella. His business regularly donates to the conservative party to lobby for laws making it easier for him to make more and more money out of this unacceptable and disappointing service. As a cyclist I have experienced the recklessness of Addison Lee car drivers, and as a former Addison Lee user I have seen the low quality of their services (drivers can't go anywhere without tomtoms). read more

Dreadful. I agree with everything previous reviewers have said about greed. Their online booking system is great but service is awful. Used them in South London/Kent as my husband needed picking up at hospital (two broken arms, dmanaged shoulder and leg). They kept him waiting an hour, driver admittted he was in wrong place when he called (the wrong number) on arrival. They failed to contact my husband to say they were cancelling the booking, and drove off, stranding him! We also later discovered that they were over twice as expensive as local mini cab companies (to which we have now switched). Their customer service area is anything but helpful. They expect us to pay the full fare depsite them disappearing. My sister in law has also had several disputes with them in the past about lateness, service. They just refuse to budge and see the customer viewpoint. read more

DONT EVER USE THEM. I can not handle the driver's attitude anymore. I ordered taxi for 12.55 but driver received the job as 'asap'. He soon arrived at 12.45. It is NOT my problem they came early. When I got into the car, he was so angry and said that I was late and had to pay extra money or he would not drive. He said how he wasted his time and he could have got better job and money while he was waiting. He made me so angry and I called Addisonlee while I was still in the car with him. As soon as I said he was 'angry' and explained what he said to me, he smiled and said 'I was never angry'. COME ON, YOU RAISED YOUR VOICE AND EVENS STOPPED THE CAR TO BLACKMAIL US BY SAYING HE WOULDNT DRIVE IF HE WONT GET EXTRA WAITING FEE. It is not about money. I can pay £2.50 extra money but I would not pay a penny for his service and attitude. NOT HAPPY. read more

Hi All I actually want to report addison lee driver today 16/07/2012 in chiswick acton lane B490 just after Duke Of Sussex pub 8:10 pm going toward acton for a reckless driving. I am cyclist and driver and i never experienced such a close shave on an empty road with no oncoming traffic. Basically i was passing the roundabout indicating right , i saw the addison lee driver behind and i made more then enough space about a meter from the kerb, the road was empty no other cars and the guy past me on such a close shave .I was shocked could not pay attention to reg. number then he turn to Evelyn road , i know some of the roads i live in the area . I was looking where to complaint about addison driver but there is nothing on internet. So i was hoping that if put this here at least people will see it . read more

Addison Lee is a company with poor standards and appalling management. As a cyclist (and former Addison Lee user) I can safely say that Addison Lee are some of the most dangerous cabs I have encountered, numerous times stopping right in front of me or overtaking dangerously. John Griffin, founder and chairman, of Addison Lee, recently openly encouraged his cab drivers to break the law and drive on bus lanes (saying he will cover any fines incurred). He further released a text on Add Lib magazine saying that cyclist deaths are justified because cyclists has fewer expenses than motorists. Inconsiderate, reckless, borderline illegal - certainly not respectful towards cyclists who make London cleaner, less noisy, and less wasteful - I would never recommend their services. read more

Was over charged on my CC card for a cancelation last year, did not notice till looking at credit card statement. Callled up customer services who admitted they had over charged me, told me to write an e-mail with my query. They took 2 weeks to write back to me to say it was impossible to look into my query as stated in terms and conditions it had gone over the 15 days since being charged and that they had no access to job number. This was a lie as they had quite clearly looked at it when i phoned up. Really poot customer serviecs and this came from one of the managers, who just kept repeating hereself stating Terms and Conditions, when quite clearly they had over charged me. Will never ever use them again. read more

I have never ever use this company in my life I always use black cabs, it was rainy day so I had decided to try this company, from belgravia to kings cross station. I was charged £22, I normally pay £16,£17 in taxi. Driver couldn't find the mews where I live. It was long till he got there. Obviously didn't t know the way to station, following his noisy sat nav going around to come back up, I was trying to show him quickest way but unfortunately that was language barrier. That was the worst journey I've ever had. Never ever use this again, I love London taxi very reliable the know exactly where iam going, I can relax while they drive me home, and in my experience is much cheaper than this crappy company. read more

A 5 minicab firm with professional well dressed drivers and immaculate cars!! Always on time and never charge more regardless of time of travel or route taken and the fare is the same over Christmas and New Years!! However NEVER pay on account, PayPal, Credit/Debit Card as the passenger will pay extra and the driver will only receive 40% of the fare! Many drivers have told me that they prefer cash work of which Addison Lee only receives a commission of £3 per cash job regardless of the journey taken compared to the 60% AddLee takes for just taking down a 16 digit number or when paid on Account, PayPal, Credit/Debit Card via app or online!! ALWAYS PAY CASH!!! read more