Addison Lee Arvostelua 

Had booked a car for a school run to pick up 7:50, this was booked on the weekend for Thursday.

Come 8:20 still no driver assigned (though the CS AI said there was at 8:10. which had no ETA) Expected no charge as it was 30 minutes late by this time and counting with no driver assigned on the app.

Instead got charged £23 for cancelling. This is not the first time, since we use AdLee for school runs, we have had 4 time they had been in excess over 20minutes late in September. (20m, 2x30m, 45m) while the extreme lateness on those are not all their fault as there were roadworks near pickup location they were not assigning the driver until after the scheduled pickup time.

I find it ridiculous that cancelling a ride 30 minutes after scheduled pickup would record a cancellation fee, even if a driver was assigned.

I don't normally write reviews but I used Addison Lee for 3 separate trips yesterday when I was in London for a family funeral. The service that I received was excelent. Their cutomer services were very helpfull, booking the taxis online was simple, the taxis arrived on time and were very clean and the drivers were very pleasent and very helpfull. If I have to come down to London again I would definately use Addison Lee again. Thank you to everyone who made a difficult day run so smoothly. Fiona

On time, polite and cheerful driver, perfect, thank you

Avoid – charged extra after the driver took a longer route

My airline provided a complimentary Addison Lee transfer covering up to 45 miles. The distance between my pick-up point and destination is approximately 33 miles, and I have used this allowance previously without any issue.

On this occasion, however, the driver took a longer route, and Addison Lee is now charging me for the excess mileage. It feels like the oldest taxi scam in the book: take an unnecessarily long route and then charge the customer more.

I would not use Addison Lee again.

Upate 27th September 2026:

Spoke to Jenny from Addison Lee Customer Service. 'Useless' is the kindest word I can use to describe her customer service skills. Jenny kept repeating I need to speak to the airline. I kept trying to explain to her that I have spoken to the airline and they agree with me, that the driver should not be taking a longer route.

Word of advice for Jenny 'Pause for a moment, clean your ears and listen to the customer'.

AVOID THEM LIKE THE PLAGUE!
THEY LEFT MY 90 YEAR OLD MOTHER STRANDED! SHE'S A WHEELCHAIR USER LIVING IN A CARE HOME.
My mother was due to attend a theatrical event yesterday. Her wheelchair requirements were mentioned fully when the booking was made by my brother and confirmed by email. She had been looking forward to this event for months. The taxi failed to turn up and the company repeatedly ignored our phone calls. My mother missed the show and was utterly utterly heartbroken. She phoned me in tears. I fail to understand how you could possibly treat an elderly person in this callous manner. I look forward to hearing your response.

We just had an absolutely fantastic Emirates chauffeur-drive transfer home from Edinburgh Airport (EDI) this evening, operated by Addison Lee. Our driver was James (from Dundee), and he provided exceptional 5-star service. James was incredibly courteous, thoughtful, and respectful throughout the journey. He helped us with all of our cases and kindly offered to stop off along the way for any provisions we might have needed. He is a very careful, attentive driver, and he made the final leg of our trip completely stress-free. Thank you, James, for being such a wonderful asset to the team! (Trip date: 18th September 2026).

After a few good experiences, I realised today that a pre-booking if you aren’t an account holder is meaningless as they only start looking for drivers at the time of pick-up. This made them late today. Also the drivers’ ability and standards are extremely variable. I’ll just use Uber in future.

An Addison Lee driver nearly caused a collision with me this morning, and I’ve had to swerve and pull over to avoid them. The quality of driving with Addison Lee drivers is awful, and the drivers are completely arrogant (it’s like they think they own the roads!). I would never book a driver with them anyway (they’re too expensive!) but especially after today - I’m not interested in paying ridiculous money to MAYBE get to my destination safely

Can never see charges when booking on company account, was not able to be told cancellation fee when called to cancel. Repeatedly asked for rate card and clarification by email and never received. Subsequently wasted a huge amount of money if had known prices compared to other competitors such as Uber and Gophr.

Booked a taxi from Peckham at eleven pm. Rang to enquire where taxi was told they were still looking for a driver. Asked for ETA told when we get a driver. Asked to cancel for refund was told ok. Next day refund less £17 cancellation fee. Absolute scam no customer service

I had a pre-booked pickup to go to the airport through our corporate account. When no car had been allocated 20 mins before the pickup time I called AL and it turned out that the allocated driver had simply not bothered to show and was not answering his phone and AL do not seem to proactively monitor it at all. I was then allocated another driver who showed as 28 mins away on the tracker, so already 10 mins late. 5 mins before my original booking time I re-checked the tracker and the second driver still showed as 28 mins away so AL had obviously not spoken to him to check that he would actually attend. I then had to call AL again and a third driver finally arrived 18 mins after my original booking time. The third driver was lovely and had a great car but told me he doesn’t really use AL (so was good luck rather than reflective of AL) and that absolutely does not make up for the time and stress involved early morning pre a flight. My local minicab firm (who I use for non-work airport trips) has never turned up late so I cannot understand why we are paying a premium for AL.

1. Unable to book online due to unknown error
2. First phone call hung up by advisor mid-booking
3. Second phone call placed on hold and then disconnected from call
4. Hidden fees after booking ended, not in initial quote

The drivers are without a doubt an asset to the business However, unless you have an account they can be unreliable with booking times. We have used them 8 pre booked journeys, they were only on time for 4 of these. The late arrivals were not assigned until after the booking time with drivers arriving more than 30 minutes after the requested time. I spoke with a very helpful customer service representative who explained as not on an account my pre booking is essentially a lower priority. In short great staff but unless travelling outside traditional peak times you may want to avoid as they won’t value your booking even if booked days in advance
Edited: we are week two and have experienced a much better service this week. Thanks to following the advice of the customer service assistant so I have amended the rating accordingly. Hopefully this improvement is maintained

Your communication, timeliness and size of the vehicle was impressive. I expected all drivers to be displaying AL symbol or Logo but it wasn’t so. Will definitely recommend you to others. Thank you.

Good timekeeping, high quality car, good driver

Punctual. Customer service

Service was excellent

Service. Booking process.

Good and reliable,