Questions & Answers
What size car do I need?
If you are unsure what vehicle size to book we strongly recommend you use our Vehicle Calculator tool, Vehicle & Luggage Calculator.
This tool will help you select the which sized vehicle you need to accommodate your passenger numbers and baggage requirements. It can help you even if you are travelling with a pushchair, a buggy, golf clubs, bicycles (bikes), an over sized suitcase or even just hand luggage
How do I make a booking?
Preferably via our “Instant Fare Quote” booking engine, or through Online Chat or telephone.
What emails can I expect to receive?
As a customer of ours you can expect to receive;
| Email Type | Description |
| Welcome Email | A welcome email is sent to all new customers, this contains some frequently asked questions about our company as well as log in details for our website. |
| Journey Acknowledgment | This is your confirmation email, there will be one of these per journey. |
| Receipt | This is dispatched shortly after payment is made. |
| Journey Details and Pick-Up Instructions | This is perhaps the most important email we send, it lists your driver’s contact details & pick-up instructions. Essentially everything you need from us when you travel. This will be dispatched when your driver is assigned to your journey. |
| Comments from OTS Staff | From time to time we may contact you via email to request additional information about a journey via an email type we call a ‘Comment’. |
| Rating / Review Request | A random sample of our customers are requested to provide anonymous feedback about their journey after it takes place. |
How do I find my driver from an airport, port or station?
The pick up instructions will be contained in the “Journey Details” email.
What is the 'Meet and Greet' service?
The “Meet and Greet” service is where the driver will park their vehicle and meet you with a name board in the appropriate place (e.g. an Arrivals Hall at an Airport).
This service is not included on our journeys as standard but can be added for an additional fee, to cover parking charges.
The driver will put exactly what you entered in the “Head Passenger Full Name” field onto the name board, therefore if you’d rather the driver doesn’t know the passenger’s name then use a pseudonym instead. Obviously you will need to make sure the passenger is aware so they know what to look out for!
Will I incur any extra charges if my plane is delayed?
No, we will track your plane’s progress when it is in the air.
Is your Company licensed and fully insured?
Yes, we are fully licensed. All our vehicles are also insured.
What do I do if I don't know the postcode?
Enter all the details you do have and we will try and find the postcode and email you back a quotation as soon as possible.
What happens if I haven't received confirmation and my transfer is imminent?
This could be due to a number of reasons, most commonly a misspelt email address.
If this happens to you please contact our office via Online Chat or call on 01934744171 and we will deal with your booking as quickly as possible.
Will you meet us anytime of day or night?
Yes, as all bookings are pre booked we can provide a 24hr service.
Can I smoke in the car?
No, in compliance with UK law Onward Travel Solutions Ltd operates a strict non-smoking policy in all their vehicles.