FAQ’s

At the arrival hall with a name board.

You can make bookings using our website or on our portal or simply give us a call on +44 (0)20 7531 6000.

Promo codes can be redeemed when booking via the web or mobile app by selecting the Promo section at the time of the booking.

Shortly before the journey time, we will send you an SMS with the Chauffeur’s details including the make and model of the car and the Chauffeur’s contact number. You will then be able to track your Chauffeur through the app to see the Chauffeur’s estimated time of arrival.

You can track your Chauffeur on our portal or from the link in the SMS sent to you when your Chauffeur is on their way. If you haven’t received this message and want an update on your booking you can call our contact centre on +44 (0)20 7531 6000.

Please email bookings@svrides.com with your booking number or journey information, and we will reply as soon as we can. please note: lost property are open from 08:00am – 18:00pm each day.

Yes, you can cancel your booking free of charge up to 2 hours before your scheduled pickup time. Cancellations made within 2 hours of the booking time are not eligible for a refund.

For non-airport journeys, our Chauffeurs will wait for you free of charge for 15 minutes. Once you’ve used your free wait time, we’ll charge you for additional waiting time. For airport journeys, our Chauffeurs will wait for 60 minutes for arrival flights (trips from the airport) and 15 minutes for departure flights (trips to the airport). For additional waiting time charges, see our terms and conditions.

Once a Chauffeur has been allocated to the booking you will be sent an SMS with theChauffeurs’ contact details, including the make and model of the car and the Chauffeur’s contact number.

You will receive an SMS to confirm the Chauffeur’s arrival 15 minutes prior to your pick-up time. Login to our portal to track their exact position.

Login to the portal here

• Select ‘view all bookings’ under ‘today’s bookings’.
• Select the booking you would like a receipt for.
• Select ‘resend receipt’.
• Enter your email and the your receipt will be sent to you.

You can reach our support team anytime at bookings@svrides.com for booking-related queries, changes, or assistance.

This is all dependant on the size of the vehicle and how many passengers are travelling. Find out more here.

If you provide us with your flight number at the time of booking then this allows for us to monitor the relevant flight and alter the collection time accordingly to ensure that we meet you when your flight lands. If you wish to add a delay time to your booking to ensure you are picked up later then you can do at the time of booking.

If you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the pickup time in case of any delays.

This depends on the airport you are travelling into so be sure to check your email confirmation for your specific pick up point.

Within your booking quote we include 60 minutes waiting time. You can add a delay time to your booking if you feel that you need more time. After this period waiting time is charged accordingly.

Our Chauffeur will be charged a parking fee when exiting the airport and as this fee cannot be predetermined as it can vary depending on the length of stay, we apply this charge after the booking has been completed.

If you provide us with the flight number at the time of the booking then we will be aware of this cancellation and therefore will cancel the booking. Should you need to make an alternative booking for a different date or time then you can do so via the web, app or our customer service centre.

You are able to make bookings with multiple pick up and drop off addresses via the web, portal or call us on +44 (0)20 7531 6000.

If you provide us with your flight number at the time of booking then this allows for us to monitor the relevant flight and alter the collection time accordingly to ensure that we meet you when your flight lands. If you wish to add a delay time to your booking to ensure you are picked up later then you can do at the time of booking.

Yes, you can; we will charge you at hourly rate.

We advise that the full address is provided for a booking to be made as the price is reflective of the full post code. If the full address is not provided at this stage then we will not be able to provide an accurate quote for the journey. It also assists your Chauffeur to enable a seamless journey.

Yes simply select PayPal as your payment method at the time of booking, however Paypal is currently unavailable.

You are not required to tip your Chauffeur although any tip is greatly appreciated by them.

In order to receive communication from us in the form of SMS messages confirming the Chauffeur’s details, status and meeting points we do advise that a mobile number is provided when making a booking.

Your Chauffeur will meet you at arrivals with a sovereign name board at all UK airports.

We reserve the right to charge extra for journeys made during the christmas period, but we’ll warn you. See our terms and conditions.

All of our journeys are estimates only so please allow extra time should you need it.

You can cancel your SV Ride easily through the SV Rides app or website. Simply go to My Bookings, select the ride you want to cancel, and choose the Cancel Booking option. A confirmation will be shown once the cancellation is completed.

The easiest way to amend a booking is by logging in to your profile via the web or app. Otherwise you can make an amendment via our contact centre on +44 (0)20 7531 6000.

Your Chauffeur will meet you at Arrivals with an Addison Lee or Tristar name board at all UK airports, except for Terminal 5 International at Heathrow. At Terminal 5 your Chauffeur will be waiting for you by the Meeting Point South which is signposted. You will receive exact instructions of the meeting point in your email confirmation when you make the booking. For International airports your Chauffeur will always meet you at arrivals unless otherwise stated. Some International airports do not allow meet and greet e.g. some US airports. We use your flight number to track your flight and ensure your Chauffeur is waiting for you when you land. We monitor delays and update the time we send your Chauffeur in accordingly.

You can make bookings using our website or on our portal or simply give us a call on +44 (0)20 7531 6000.

You can get an instant quote on the web or portal by inputting all of the booking details before confirming the booking or you can contact our 24/7 manned Contact Centre on +44 (0)20 7531 6000 who will be more than happy to assist.

You can track your Chauffeur on our portal or from the link in the SMS sent to you when your Chauffeur is on their way. If you haven’t received this message and want an update on your booking you can call our contact centre on +44 (0)20 7531 6000.

Please email bookings@svrides.com with your booking number or journey information, and we will reply as soon as we can. Please note: Lost Property are open from 08:00am – 18:00pm each day.

SV Rides allows free cancellation if a booking is cancelled 1 hour before the scheduled pickup time. If a booking is cancelled in less than 1 hour before pickup time, 60% of the total fare will be charged.

For non-airport journeys, our Chauffeurs will wait for you free of charge for 15 minutes. Once you’ve used your free wait time, we’ll charge you for additional waiting time. For airport journeys, our Chauffeurs will wait for 60 minutes for arrival flights (trips from the airport) and 15 minutes for departure flights (trips to the airport). For additional waiting time charges, see our terms and conditions.

Once a Chauffeur has been allocated to the booking you will be sent an SMS with the Chauffeurs’ contact details, including the make and model of the car and the Chauffeur’s contact number.

You will receive an SMS to confirm the Chauffeur’s arrival 15 minutes prior to your pick-up time. Login to our portal to track their exact position.

We do not allow any unaccompanied minors of less than 11 years of age to travel alone in a passenger vehicle. When making a booking for any unaccompanied minor the customer must inform us that an unaccompanied minor will be travelling. We do not accept any additional responsibility for any minor who travels unaccompanied in a passenger vehicle.

In this case you can contact your Chauffeur direct using their mobile number provided in the app and SMS message or call our customer service centre on +44 (0)20 7531 6000 to explain what changes need to be made.

Before confirming the booking you can select a payment method. We accept bookings paid for via: account, cash, credit/debit card and PayPal.

We give you an estimated journey time when you make a booking, which is based on the time of day and the recommended route. We recommend planning ahead, particularly when booking airport jobs

Your card will be preauthorised when you make your booking. However it will only be charged 24 hours after your booking has been completed. when you make your booking.

Our Chauffeurs will sometimes incur charges linked to parking and in these cases we pass these charges on to the passengers, these most commonly include trips which require pick-up at airports.

Waiting time is charged at £60 per hour for passenger cars. The first 15 minutes of waiting time is free and after this you will be charged in one minute increments. Wait time charge varies depending for account bookings.

SV Rides allows free cancellation up to 1 hour before the scheduled pickup time. If a booking is canceled in less than 1 hour of the pickup time, 60% of the total fare will be charged.

Login to the portal here

• Select ‘view all bookings’ under ‘today’s bookings’.
• Select the booking you would like a receipt for
• Select ‘resend receipt’
• Enter your email and the your receipt will be sent to you.