This is the second time I've used the service. Both times were great! The driver was on time 3am to pick us up. We only had to wait about 30 minutes for him to meet us. I did pay extra for a meet and greet but we made our way to the place he text me to meet. We sat on a bench. But both drivers were polite. The cars were clean. And they put our luggage into the boot. read more

I paid extra for meet and greet but the driver was waiting in the car park for my 89 year old father and not in arrivals. My father had to phone me in Spain to tell me the driver wasn't there to meet him. I phoned the driver and he parked up and went into arrivals and eventually found my father. My father has difficulty walking and needs assisted travel. read more

This company completely ruined my airport transfer experience and showed zero accountability for their own mistakes. I booked a taxi for 2 adults, 2 children, and 4 suitcases -- clearly stated. The pickup was meant to be at 6 PM, but they sent a taxi at 6 AM instead. Not once during the booking process did anyone ask if the time was AM or PM -- which should be standard protocol for any company handling airport transfers. To make matters worse, my confirmation email initially claimed I had no luggage, despite clearly stating otherwise when I booked. I had to call them to correct their mistake, but missed the AM/PM error they made in the process -- and they used that as an excuse to completely absolve themselves of responsibility. On the day of my flight, I had no taxi, no support, and was told I'd need to pay again for a new booking. No apology. No ownership. Just complete disregard for a family trying to make an international flight. This is not just unprofessional -- it's borderline criminal. If you're planning something time-sensitive or important, DO NOT trust this company. They are careless, dismissive, and will leave you stranded without a second thought. read more

Our flight arrived 5 minutes late but once we'd collected our luggage and were in the arrivals hall the driver told me that he would be 20 minutes. He didn't give a reason. He called again after 30 mins telling us to go to car park 5. He sent a picture of his car and after a couple of minutes afterwards he arrived. He had a 7 seater for 4 adults but he had a child seat in the front which he didn't want to remove. I sat right at the back with my knees under my chin for 70 minutes because of the raised floor, the other 3 sat in the middle row. There was a lot of noise from the offside rear wheel especially at high speed, obviously needing attention. He also never drove in the inside lane despite it being after midnight. I wouldn't wish to be assigned him again as I would be concerned for our safety. read more

Think our driver thought he was in an F1 car, both speeding and undertaking vehicles. Not the comfiest of rides

OTS were supposed to be sending a driver to meet and greet me at Birmingham, a service for which I paid extra. When I gathered that my flight would be 30 minutes late, I even telephoned them to let them know, and was assured that my driver would be tracking the flight and would know already and would be at the airport waiting as advertised. When I arrived, there was no driver. I waited and waited, and made telephone calls, and I was finally picked up only a full 35 minutes after arriving on an already late flight. I won't be using this company again. read more

Terrible. Paid for a "meet & greet" service. Driver went to the wrong terminal and didn't meet us. Definitely wouldn't recommend

DO NOT USE THIS COMPANY!!! We were to receive an email once a driver was assigned to pick us up at the train station in London. Never received a pick-up location. I messaged the driver 3 minutes after the 2:00 pickup time and told him where we were. 48 minutes later, and walking 2 blocks past the station, we finally made contact. I was then told that 12 pounds was charged to my credit card for being late. It wasn't our fault that we couldn't find the driver. They never gave us a pick-up location! I have been going back and forth with them for 4 days now. They don't deserve 1 star!! Someone said to call your credit card company and report it as fraud. I'm doing that today!! I canceled my return trip to Heathrow airport, and they charged me 10% of the fare!!! BEWARE OF THIS COMPANY!!!! THEY WILL RIP YOU OFF!!!!!!! read more

Do not use this company! I cancelled my car booking more than 6 weeks in advance and they charged me 10% administration fee for cancellation. Terrible company ethos. Book elsewhere! read more

They treat drivers like slaves. They will hide T&C in the fine print and not tell the customers what they need to know and practically make the driver deal with the uncomfortable situations. Scam artists that will not pay you even though it's clear customers aren't there or the case where they need a bigger car. Very rude over the phone. They are not licensed as a taxi company!!!! read more

If I could've given the zero stores I would have. I booked transportation for a trip at the end of August in the beginning of March. It said it was fully refundable up to 24 hours in advance. Somewhere very deep in the small print was a clause that said that they were going to charge 10%, if you canceled without rebooking. Viator, get your guide, tour by local all let you cancel within 24 hours with no penalty. I would never use this scam artist company again and hope this review dissuades you from doing the same. A Expensive penalty for not reading the terms and conditions. read more

We had an excellent experience both ways to Bristol Airport and return home. Specifically on the way home the driver was communicative from the time we landed and was highly professional with his entire approach. He was smartly dressed, the car was spotless and he engaged in friendly, witty conversation all the way to our home. We would have no hesitation in using his services once again. read more

I have used the service many times for my family taxi requirements to the airport. We had a good experience to Heathrow on our outward travel. However with our return back home the experience was not the best. WE had paid for the driver to come and meet my in-laws as they would not be able to go out and find the driver due to age and luggage. the driver was late and was not able to be located for 30 minutes. The driver then had a car that was not clean and driver attitude was rude and brash. I also heard that the driver had ended up shouting at other driver whilst trying to leave the airport parking. This made my in-laws uncomfortable and nervous. he also did not drop them at their home and had to walk withteir luggage up the road. I have no reason why he did this. I am not happy with the attitude and care of the vehicle and lack of organisation from the return leg driver. Please take this feedback and make sure the taxi services used are meeting standards. read more

I terrible service! Do not waste your money. I received a phone call while waiting for my bags. He wanted me to call him when in the lounge, I reminded him I had paid for meet and greet, then he complained about the cost of parking. When I got through he was stood there however on his phone. He then went to grab my carryon. I gave him the larger bag. He raced through the car park still on his phone, not looking where I was. Complained when I wanted my carryon case with my laptop in the back. The car was not clean and just looked grubby. Did not have my address he said it was in his email. The whole journey was tense and not pleasant. I contacted the company afterwards, no apology because the driver denied everything. Don't expect to get any customer service or accountability from this company. read more

I am a driver who waited few times more then expected and was not reimbursed as they lying around and they charged me when i handed back the job 5 hours before and they dont have any rights to charge me Stay away from this company as a driver Customer service rubish dont know to read even and to answer properly for your questions Not even was answered and they deleted my account because they couldnt resolve my question where i can complain officialy an email adress was requested . Asked where is stated you can charge me and answered that see the picture So stealing your money take care be carefully how do you work for them Stay away from them even if you are a customer read more

Driver was on time, but that's pretty much where the positives end. Kept braking very suddenly,could not pick a speed and sped the whole journey. Was left feeling very motion sick. I wish this was a one off but our previous two transfers with this company were the exact same experience. Will not be choosing then again and I would steer clear of them, only a matter of time before their drivers' reckless driving results in an accident. read more

Having had previous good experiences with this company I decided to use them to take our daughter to a hotel near Heathrow from our home in Dorset. This driver sent a text some time before due time asking if he could come early to which we agree 30 minutes early. He duly arrived in an accident damaged car which was not encouraging. Our daughter is a nervous passenger at the best of times and was scared stiff when the car was driven at speeds up to 90 mph on the A303 and also very fast through roundabouts. He did slow down to the legal limit of up to 70 mph for the rest of the journey after she complained. On the plus side he was helpful with her luggage on arrival at the hotel. Taxi drivers should always drive with due care for the comfort and safety of passengers and that was not the case here. read more

We were charged £19 extra for the time it took us to get to the taxi, while it was typical time it takes for anyone to get out of the airport. I never paid attention to the small print/T's and C's which they have as part of their booking to rip people off. When I challenged this unfair charge, instead of helping, the OTS agent instructed the driver to hold us on the roadside until the over-charge dispute was settled while OTS had my card details from the original booking and all I requested was to allow me to reach home and read OTS T's and C's at my convenience. We felt very unsafe and went through a lot of stress due to the OTS behaviour. I am infuriated at the way I and my family were treated during this pickup service. I have never had a Taxi experience like this in my whole life. I have been travelling for 20 plus years. No other taxi company ever pressurised me over time to get out of airport like this. As a passenger I would expect a Taxi company who is doing airport transfers to be sensible about the business they are in and factor in some flexibility of the time it takes to collect baggage and go through immigration. I had kept driver updated about our whereabouts within the airport the whole time. The driver confirmed over phone that he would leave for airport once I have collected the baggage and that's exactly what he did. So the driver hardly waited for 5-10 mins at the airport. Hence the waiting charge is highly unfair. What made it worse was that driver instructed us to get to drop off lane for pick up which is against the law and it took us extra time to find the place and we were charged for that time too when we should have been picked from the arrivals parking. So the two reasons given to me to justify extra waiting charges i.e. extra parking charges and extra waiting time, both don't really apply in this case. Needless to say, I will never use OTS again after this horrible experience. read more

We waited nearly an hour at the exit to International arrivals. We hadchanged phone détails but that,,and our position was relayed to the office. It seems these détails had not been transmitted to the driver. He was very apologetic and the ride to our destination was efficient. read more

my driver was 50 mins late and was going 55 miles per hour to the airport (yes on a motorway) , was stressing that I was going to be late for my flight read more

Had to give him directions as he was going the long way round and we travelled in complete silence (Awkward)!Also as I have a walking stick he didn't open the sliding door for me and when I asked he slammed the door after me and slightly caught my fingers but thankfully my reflexes saved me from a more serious injury. I must say though my previous driver on the last two occasions was excellent. read more

GET AN UBER OTS's driver was unable to direct me to the pickup spot at Gatwick South Terminal. Although we initially communicated by text, he called me while I was walking out of the airport to tell me the pickup location - undoubtedly the most important information for the passenger to know. I had to tell him many times (speaking on the phone and also by text) that I was having difficulty hearing him due to a bad connection. I repeatedly requested that he text me this information and he refused to do so. I even texted him my precise location in the parking garage (where, as best as I could tell because it was hard to hear him, I thought he had directed me to go). He grew increasingly rude and began our last call by shouting at me. I did not feel happy or safe to ride with him after that, nor was I inclined to further trust a company that would employ such a driver. As OTS never shared his name or badge/license number with me I cannot identify this driver specifically, and so I can only recommend that passengers (especially solo female travellers) avoid this company altogether. Luckily, I was able to get an Uber home; with Uber, I was provided with clear, precise directions to the pickup location, the fare was lower, and the driver was communicative and treated me with courtesy and respect the entire time. Meanwhile, OTS refuses to issue me a refund. I do not often leave online reviews, but my experience with this company was so shocking that I wanted to share it here and give passengers a chance to avoid a similar negative experience. Get home safe, everybody. read more

Avoid at any circumstances, even if you have to walk! Charging you upfront without providing any service and then you need to end up in court to get your losses back. Bottom line company! Avoid! read more

prompt reliable service, clean comfortable cars. Will always use ahead of airport parking.

Booked their service for my guest. Paid 90 GBP booking fee, however, the driver claimed 12 GBP is required to be paid for extra wait time. The issue and the frustration emerged because the driver started the trip and decided to pull over in the middle of the road because of the extra 12 GBP and asked my guest out of his car. If he didn't leave the airport there would have been no issue, and even if he spent extra time parking to settle the issue and the discussion eventually broke down, the company would have still had enough to cater for the extra parking time because I already made the payment. I explained to their customer care that I had already paid 90GBP for the trip and would like to talk to my guest to confirm the exit time they landed and came out of the airport in order to calculate the wait time but the customer care insisted the driver would need to pull over. Avoid using their service, the driver was very rude, their customer care don't care, they know they have your booking fee and they take undue advantage of that. read more

Good communication. I had a message upon landing at Heathrow. Friendly and helpful. Mervyn was a great driver. Felt safe and got home in good time. always had great service from OTS. read more

I've used this service a number of times now, and not had a bad one yet. The drivers are always punctual, polite and good drivers, with clean well presented cars. I have passed on the details to other family members and know that they to have also received great service from them. read more

I booked a driver for a morning flight and unfortunately the driver was late by 30 mins which caused a lot of stress during the journey (and made us fairly late for the check-in process)! The driver also only informed us that he was going to be late a few mins before the scheduled arrival time which we thought was quite unprofessional as we thought more notice would be given. In the future I would recommend drivers account for potential rush hour traffic to ensure they arrive earlier/on time as scheduled. read more

On the outbound journey the Toyota Prius, the guy had, was really dirty inside, plus he was 15 min late. On the return ride the car was fine, it's just that I paid £5 for the guy to meet me at the arrivals, unfortunately he was late. I guess there was no point in buying that... read more

We hired Onward initially for an early pick up to Heathrow Airport from our flat in Camden. It was a 6am flight and so we had a pickup set for 4am. This went without a hitch, a driver driving a Mercedes Van parked in front of our flat 15 minutes early. Since we had a great experience, we've decided to use them again for our flight home to the US today. Our pick up time was scheduled for 11am and we were ready 15 minutes early just in case it was the drill as the last. This time around it was already 11:05 and no driver in sight (we were looking outside constantly and we were waiting inside our flat lobby). My son took a trash out and noticed the driver a block down. Finally the driver came to the flat main door that clearly marks our address. He said he would move his van (we were expecting the same vehicle as the last trip but instead we got a beat down VW minivan). Whatever, just as long as we get to the airport on time. 1.) First concern, the driver was giving us a long story about waiting for 20 minutes (again there is space in front of our flat, so I don't understand why he would park a block down!) 2.) Refuses to lift any of our luggages into the van and claims they were too heavy. I just had my 17 year old put them in the back. 3.) Three miles into the car service, he hits a cement median with a bright neon yellow sign. Take note that the cement median is about 2 feet high from the ground and the sign sticking out is probably another 3 feet, a total of 5 feet that I could even see from the back of the van. He went and drove right into it. It was as if he was trying to commit suicide, or perhaps he was drunk, blind or just a complete idiot. The impact was pretty bad and I had my 9-yo, 12-yo and 17-yo kids with me. We we're absolutely shaken. 4.) His first impulse was to get out of the car and look at the damage. He never once asked if we were ok or if anyone was hurt. He gathered men walking around to push the car off the median while he put the car in reverse with the chance of hitting a car behind him (he was in the center of the intersection). The men were all trying to tell him that he had oil fluid leaking out and that they couldn't help him. 5.) I insisted to get out of the van before we got him sitting in there. He was an absolute jerk and he didn't care. He was on the phone calling the police while we were standing in the rain with our luggages still in the back of his van. I asked him several time about getting another ride because we had a plane to catch and he kept saying "it's coming!" I sent my son to get the luggages because the driver spent all his time on the side of the road on his phone. 6.) Our replacement ride was taking awhile, about 20 mins waiting on the side of the road so I called Onward Solutions and at this point I was pretty upset because the driver went off trying to deal with his car and he was trying to convince every pedestrian to help him push his car off! In the meantime a policeman came who's main concern was to move the car out of the way. Onward solutions customer service was absolutely useless! They never asked too if we were hurt or if we were ok. Then the woman on the phone told us that we would have to get our own ride even though the driver was insisting that there's an alternate vehicle on its way. So I just hung up and took a taxi. I know that people give 1 stars when things don't work out and this was not my intention in the beginning and that is why we were using the service the second time. For sure this recent experience gives me pause about Onward Solutions capability of hiring competent drivers and the company's lack of empathy and customer service after such situation deserves a 0 star!!! If I were you I would reconsider and look for other options. This trip to the airport could've cost me my family! I have photos of the car and the size of the median if anyone is interested. read more

I booked the taxi for 6am, which allows time to navigate the M25 at its busiest time, and for me to get coffee before I fly. The taxi was 10 minutes late, inconsequential to the driver, who was local. The arrival time means he left home just after 6, so didn't leave his start location before my pick-up time. If I wanted the can at 6.10, I would have booked it at 6.10. All this did was increase my stress, and reduce my trust that you care about me and the journey I am stating out on. To me, being late for an airport pick-up is unforgiveable, and now, when I book, do I have to allow time for the driver to be late? read more

I have already contacted Onward Travel Solutions about the driver used in this journey. I will not provide the details here, but suffice to say the driver in question left a lot of be desired from a professional service! read more

I have used onward several times and always been very happy on my last occasion no so much. the driver was on time and waited at the correct place we were early through arrivals so all good. However when he stoped to drop us off at home he did not even get out of the cab my daughter and I had to pull two cases one a larger one and several bags down the step from inside the cab needless to say I kept the generous tip that I was planning on giving him!! read more

I booked a taxi from Stansted for my parents who don't speak English. The long queues at the passport control meant that my parents took longer to get the arrivals terminal. The taxi driver kept calling them and my parents couldn't understand what he was saying. Finally someone else called and told them that he was leaving because they were late. This was at 1:00am. Not the service you expect after you pay a not very cheap price for the journey. On top of that I got charge for the delay which was only 15 mins. Do not use this service. read more

The driver never showed up at the airport. My family and I were stranded at Gadwick airport with all of our luggage. I called the company and was left on hold for 10 minutes. When the representative finally returned, I was informed that the driver had already left the airport and that I needed to buy another trip if I wanted to have the driver return to pick us up. I said no thank you and the representative hung up the phone. The volunteer workers at the airport had to help us figure out how to get to London. read more

Highly dissatisfied. Booked and paid days in advance for a 'meet & greet taxi' pick up at London STD (paying £5 extra for the driver to meet with a board in the arrivals hall). Ten minutes AFTER flight arrived received text message telling me to check my emails. Did so, and found 'acknowledgement' email received only 8 mins before landing time. Only on reading the small print was it possible to see they were advising they had delayed pick up by 20 mins. Ok, no big deal, but a nagging doubt in my mind led me to 'phone OTS. Very nice lady informed me that they were in fact unable to allocate the job to anyone and had cancelled it and would either give me a full refund or switch me to another provider. Late at night with no other option I had to opt for the latter. However, all OTS could do was give me the company name I'd never heard of and told me to find their desk 'somewhere at Stansted' and that there 'might be quite a wait for a taxi'. Marvellous! What's the point in pre-booking with a service this poor? As it turned out I did find the new company and I did get my taxi but only after considerable effort on my part and when telling the driver of my plight was told that OTS 'do this all the time'. Couldn't be bothered to argue with OTS for the refund due of the £5 greeting service. Just want nothing more to do this this amateurish company. Don't be fooled by the swanky website and easy to complete on line booking form. Having read other on line reviews I now see I am not alone in receiving this appalling service (lesson learnt - read reviews before booking!). read more

I have used the car service three times this year. Each time was punctual, professional and got me there on time. Two of these rides included being picked up in a small rural community.The price for these rides was high but fair considering they are two hour journeys and were great peace of mind for me, since I was there visiting my elderly mother, so being hassle-free was very important to me. The third ride brought me from Heathrow to a London hotel and was a very good price and efficient though the driver should try to find a better way to identify himself, since he arrived in a sea of other black vehicles and didn't get out of the car to identify himself, so it took a while to find him. All in all, I am very happy and will continue to use OTS. read more

OTS seemed like a good option for our transfer from Glasgow airport to Gleneagles in just over 2 weeks' time. I booked a taxi transfer online today, along with the meet and greet service. Wish I'd read review sites before doing so, but never really consider that for taxi services (yes for hotels/accommodation/restaurants etc but not so much for taxis). If I had done so, I probably wouldn't have been so confident booking them given the large number of no-shows/late cancellations and late arrivals that people complain about. Anyway, my issue is with their cancellation policies. I booked the transfer at 13:21. I sent in an email on the same day at 16:40 to cancel (as our flight arrangements had changed unexpectedly). I was told that I would have to pay £7 or 10% of the booking fee, whichever was higher. I had not received confirmation that the booking had been processed (as the acknowledgment said I would receive when done), the journey was over 2 weeks away, and I had cancelled within 3.5 hours of the original booking! OTS had not provided any service, nor incurred any costs, and had not even allocated a driver! I queried the cancellation fee - as a consumer you are usually entitled to a full refund if you cancel within 14 days (if the booking is made online). OTS it seems feel that they are exempt from consumer protection regulations under the Consumer Contract Regulations, but when queried they could not tell me precisely which section applied to them and the service I had booked. Numerous emails back and forth with 'Josh' who tried to hide his goading, insolence and general apathy in an apparently 'helpful' tone without much success - but didn't much like it when I responded in a similar manner (couldn't help it). The net effect being that OTS couldn't tell me precisely why they were exempt from giving me a full refund other than a generic reference to the statute I mentioned to them, and they relied on their terms and conditions which do not make it clear that your normal consumer protections do not apply if booking their service. Bear in mind, I cancelled within 3.5 hours for a taxi service over 2 weeks away! If you use them, do so at your peril - their cancellation policy and customer service is very poor. For the sake of £7.50 which is what they have deducted from the £75 I paid, I will be spreading the word as far and wide as I can to NOT use them - unless you're 100% sure your plans won't change, and you're prepared to run the gauntlet of maybe receiving a good service (or not). I have never been charged for cancelling a taxi with more than 2 weeks' notice (and so quickly after booking!) Very short sighted, very poor customer service, and overall a very poor experience. Avoid them - would give them zero stars if I could. read more

Useless, wouldn't book this company again, we paid in advance for a cab from Bristol airport to a hotel in bath, we arrived on time we provided phone numbers and flight details, extremely disapointed , as driver was not there on arrival, said he was 5 minutes away, traffic was terrible, but I guess it is every Friday afternoon! Why not leave earlier or give the job to someone that is closer...we ended up being picked up 45 minutes after we should have..... read more

I booked a car for my wife to take her from Heathrow to Bromley, including meet and greet. She called the driver when she was waiting for her bags and he told her to meet him in the parking garage. So much for meet and greet and he didn't have a sign up so he wasn't that easy to find. Then he went totally the wrong way and told my wife it was her fault! He had the post code and house number yet got lost. Probably going to look for a different car service next time. read more