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020 8876 6666
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Frequently Asked Questions

We have set a number of frequently asked questions for you. If any question in your mind is unanswered, please Contact us.

  • Our call centre / operating centre remain open through out the year (24/7).

  • Fare + Any waiting over 40mins + Car Park = Total Fare payable. Airport collections are broken down as follows: Basic fare + £5 collection charge(this is for meet & greet service, inclusive of 40mins free waiting from arrival of the aircraft) + Any waiting over 40mins from touch down (charged at £18 P/Hr)+ Car Park. All charges are added at the end of the journey, please also note any stops on the way will also incur additional charges.

  • Southside Car Group will check every 10 minute with the airport regarding any delays.As soon as the information regarding your flight being delayed is updated, we will not send the driver. We will only send the driver when the airport has displayed the confirmed landing time. Note: Airport confirmations are not always 100% reliable, we endeavor to do our best but Southside Car Group is not liable for these delays by the airline i.e. aborted landing, baggage, immigration etc.

  • Long haul flights (4 hour or longer flights): Southside Car Group starts checking long haul flights 2-3 hours before the estimated time of arrival. Short haul flights (4 hour or less Southside Car Group starts checking short haul flights 1-2 hours before the estimated time of arrival. This allows Southside Car Group to detect any early or delayed flights accurately. We have a success rate of 99.99% at the airports

  • Southside Car Group sends a text message to all our customers on the arrival of the vehicle. In that text message, you will receive driver's name, his mobile number, his vehicle registration number and the colour of his vehicle. You can always communicate via phone with the driver. However, if you cannot find your driver in the arrival hall, please call our 24/7 Operating Line on 020 8876 6666. Once you have arrived at the airport and cleared the customs, you will come out to the arrival hall. Your driver will be waiting with pluck card with your name on it.

  • We track all flights quiet intensely so to reduce waiting times and car park charges. Once the flight has landed, first 40 minute from the touchdown is complimentary and inclusive. If the driver has to wait an hour after the touchdown, you will only be charged for 20 minute waiting time at £18 per hour.

  • Please note that the receipt can only be issued after a journey has been completed. Not before. During the booking, our operators will request an email address and Southside Car Group will automatically send a receipt within 1 week from the time booking has been completed. If however, you want the receipt a bit quicker, please send an email request to or you can always make a phone call and it will be done and a receipt will be emailed instantly. Please note that our drivers are unable to issue any debit or credit card receipts.

  • Please note the receipt can only be issued after a journey has been completed. Not before. Request a cash journey receipt by sending an email to We will need your booking reference number or you can send us the date, time and the pick up address of the journey. You can request for a hand written receipt at the end of your journey directly from the driver. Please note that all cash journeys are Non-Vatable receipts, as most drivers are not VAT registered.

  • Bookings can be cancelled in 2 different ways. 1 - Quickest and easiest is a phone call to 24/7 Operating Line on 020 8876 6666. 2 - You can always email us at

  • Any bookings cancelled well in advance will incur no cancellation charges. However if the vehicle has arrived outside the pickup address, there will be a nominal charge.

  • If you are interested in opening an account with us, please feel free to look through our open an account section and discover all the benefits that come with an account with us. Our online application process is simple and straight forward. We would also be happy to speak to you and assist in setting up an account. You can call us directly on 020 876 6666 or email our accounts team at

  • There are cases where passengers underestimate the amount of luggage they are carrying or the amount of space their luggage is likely to take up. To resolve such issues we either provide you with the option of sending you a larger vehicle subject to new agreed quote or if a larger vehicle has arrived but you had only booked a standard size vehicle than again you have two options: first one being that you reject the drivers claim that you need a larger vehice then the office will send a standard car at which point their should be no issue or second option is after assesing the luggage you agree with the driver than a new quote will be given to you.

Open an account with us and get great convenience