Cityline Airport Transfers
  • Licensed by Transport for London
  • +44 7926 608888

Complaints procedure

Last updated

If something has gone wrong with your journey, we want to know. Most problems are sorted out quickly once we have the details, and every complaint is read by a person.

1.How to complain

Email bookings@citylineairporttransfers.com or call us on +44 7926 608888. It helps us put things right quickly if you include:

  • your booking reference, which starts CL-
  • the date and time of the journey
  • what happened, in as much detail as you remember
  • what you would like us to do about it

2.What happens next

We acknowledge every complaint within 2 working days and tell you who is looking into it.

We aim to give you a full response within 10 working days. If we need longer — for example, because we need to speak to a driver who is away — we will tell you why, and when you can expect an answer.

3.Complaints about safety

If you felt unsafe during a journey, or you are concerned about a driver's conduct, please tell us straight away. If you are in immediate danger, call 999 first.

4.Records we keep

As a licensed operator we keep a record of every complaint and what we did about it for 12 months. Our licensing authority can inspect these records.

5.If you are not satisfied

If you have been through this procedure and are unhappy with our response, you can raise your complaint with Transport for London, which licenses us as a private hire operator. Please give us the chance to put things right first.

This procedure does not affect your statutory rights as a consumer.