Verified
Friendly, helpful drivers and always on time. Was not looking forward to daily return journeys to London for 6 weeks but these guys are great, they were fully in touch with traffic conditions and kep... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
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Review summary
Based on reviews, created with AI
Based on these reviews
Booked our holiday with Emirates and Addison Lee were appointed as our first point of contact to take us to the airport. We were contacted and kept upto speed on what was happening and when .The vehic... See more
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First time booking on Addison Lee. I do not live in London & specifically wanted a black cab for more reliability & safety It was easy to sign up & make a booking. I liked having the choice of pay... See more
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Excellent driver Serkan. Always goes the extra mile to help me. He even took my bag of recycling which was heavy into St Clare’s Hospice for me! He contacted base and Gail helped me in saffron Wa... See more
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Verified
Addison Lee remain a cut above other mini cab/private hire companies. My driver arrived well before the booked time, he was friendly, polite and professional, even offering to take my suitcase and loa... See more
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Hate the website. Do want to give thanks and praise to a young man called Lewis who sorted out an issue. We used Addison Lee last year when visiting London for Springsteen - mixed judgement. Late/poor... See more
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I'm happy to report that they earned 5 stars this time, for providing a car 10 minutes before the booked time, with an immaculately clean vehicle and a friendly driver. Better than a previous booking,... See more
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Verified
Heading to our daughter's in Worthing for Christmas our train from Brentford to Clapham Junction was cancelled between us leaving home and walking to the station, less than 15 minutes. Addison Lee... See more
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St Thomas Hosp arranged my discharge last week home to Welling in a seven seater from Addison Lee. I didn’t know, but the hospital had increased my dose of diuretic to 4 times the previous which n... See more
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Clean vehicle, courteous driver, safe yet brisk journey. There was no opportunity to fill in a survey so I wanted to leave a message regarding the excellent driver Mac job reference 369536 from Heathr... See more
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Verified
I have used Addison Lee Taxi's for over 8 years. They have been very good and professional towards me most of the time. They do listen and always meet me at the Domestic arrival gate Belfast to Heathr... See more
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Verified
Right on time our driver was in a prominent position in arrivals to greet us. He immediately introduced himeself, took our cases and led us to his car which was a large new Audi. He loaded the car, in... See more
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Verified
The service provided was excellent from the start. Making a booking was really easy and we felt that we could completely rely on a punctually arriving vehicle. Also amending bookings was very convenie... See more
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Verified
Made two trips. On both occasions driver was frendly and helpful. Prebooked car was early, which is good, and returning I asked for ASAP which took 1/2 hour - perfectly acceptable for Regent Street at... See more
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Verified
The driver was arranged very quickly while waiting at Emirates lounge at Heathrow Airport. Driver was attentive and polite. Given central London is always busy, due to being Saturday afternoon and lot... See more
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NHS booked AL taxi to take my mobility impaired, frail, blind mum to hospital the driver ignored my requests for help. He only acknowledged us when we gave up trying to reach the very high step into... See more
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Verified
Driver arrived at the wrong pick up location. Never answered phone when called multiple times. Blamed the sat nav but inconceivable when he had both the post code and street number and name. Took som... See more
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Rubbish and totally ureliable service, which almost caused me to miss my flight. If your drivers are not allocated until closer to the collection time, then you should be more than transparent about... See more
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Sadly, they have no care or consideration for people who book well in advance (me) and have to arrive on time for very important work. They were 45 mins late and didn’t prioritise me (a prior booker... See more
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Booked Addison Lee the day before for a 5:10am pickup to catch Eurostar, paying extra for reliability. At pickup time the driver was still 18 minutes away, having only been assigned the job shortly be... See more
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Verified
Cars have been late collecting me three of the last four occasions despite pre-booking days in advance. On one recent occasion, I had to get an Uber or risked missing a flight. Getting through to so... See more
Company replied
I've been using Addison Lee services quite regularly mostly to go to and from airport. Until recently, I've always found them to be reliable. Their drivers were professional and courteous. This has no... See more
Company replied
Verified
Landed, received bags and notification driver on way. Exiting get update that "driver has arrived and to meet at meeting point". 30 seconds later arrive there no driver and the tracker shows still 5 m... See more
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I booked Addison Lee to pick up my elderly parents from St Pancras as I assumed they would be easier to find in a busy station than an Uber or quicker than the taxi rank. As it turned out, the driver... See more
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Verified
Meeting arranged at Royal Albert Hall. Driver 30. Minutes late. Arrive announced but not at the venue and tracker turned off so no chance of finding car. Telephone calls incomprehnsible so had to t... See more
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Absolutely awful experience with this taxi firm while staying at Holiday Inn Express in Earls Court. Taxi confirmed as being 20 minutes later than original estimate and cancelled as a result. Have bee... See more
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Driver couldn’t find our building even though it was clear on the Addison Lee map. The fare was outrageously expensive - more than double that charged by another local cab company. The cab itself wa... See more
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I don't know who's the pathetic barmy manager that instructed mr Gibbs to make a decision even though you was going to hire Addison Lee. They wouldn't allow a small move from one place to another, be... See more
Company replied
Verified
Message below from Our Director Jos North - Ref: 646117 Addison Lee journey on 28/08/2025, at 05.45am - from London St Pancras to Cross Street W13. My Addison Lee Driver in the morning was sketch... See more
Company replied
Prebooked a taxi on the morning of the 31st December to pick myself and my family up from friends a little after midnight. Waited 30 minutes - kept getting told by the automated call service at Addis... See more
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Verified
I don't think it's right that, for an airport pickup, Addison Lee charge from the moment your plane touches down, even if it's early. Our plane came in 22 minutes early, but because of that, Heathrow... See more
Company replied
Verified
Drivers on time and very pleasant. Were only cancelled once last year - sadly on the way to a concert At royal Albert hall pre-Christmas so given tight deadline not ideal. Have had to query a coupl... See more
Company replied
Verified
The journey was fine but we were charged £18 parking fee which was absolutely not necessary as we were early and met the driver at the drop off point. There was no waiting time at all. I have emaile... See more
Company replied
An Addison Lee car drove into my parked car and drove off. I had witnesses, photos and reported the crime to the police. It’s disgraceful that a cab driver with passengers in the back did this. I’m st... See more
Company replied
Verified
Price quoted was fine - but added on so many extra charges that the end price was not reasonable. Plane was delayed- but the flight was signalled as delayed 12 hours before it was due to arrive.... See more
Company replied
Verified
Driver was ok, but not visible when we came through international arrivals, and had to phone him twice to obtain his exact location. Once located he took the trolley with the luggage on, and set off... See more
Company replied
I wander if it's possible for you to offer some training to your staff on how NOT to be so rude. 8am in Terminal 3 Heathrow Airport today, the man picking up a lady was beyond and walking her to the s... See more
Company replied
Verified
From pick up at the airport on our arrival following a long flight from Australia to set down at our son’s house, we couldn’t have experienced a smoother transition. The extremely polite and helpful d... See more
Company replied
Verified
Our taxi driver was a very pleasant gentleman who was attentive, courteous and friendly - he was s good ambassador for your company. He knew the area and arrived at our address early (unlike others wh... See more
Company replied
Company details
Information provided by various external sources
From humble beginnings to London’s most trusted business-class car service in just over forty years, Addison Lee have grown with and for the times. And yet, so little has changed about us. We still believe that taxis and minicabs can be so much more than just a means to an end – our clients are right to expect extraordinary standards, and by allying the latest technologies with traditional customer service values, we can not only disrupt the industry, we can revolutionise it. Today, our iconic cars are responsible for getting over 10 million people where they need to go each year in London alone. And with our business expanding every day – across both the UK and worldwide – we will continue to deliver that same executive service consistently, no matter where we are.
Contact info
United Kingdom
- www.addisonlee.com
4.5
Excellent
8K reviews
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Addison Lee it would be good to give…
Addison Lee it would be good to give your drivers some lessons due to one of them cutting me up in VW van thing just off the motorway near Folkestone! i am guessing the he had a pick up at the Premier inn...
12 February 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Verified
Reply from Addison Lee
Good Afternoon Lesley,
We're happy to hear that you had a great experience with our punctual car service and helpful driver at Gatwick.
Thank you for your positive feedback!
Kind regards,
Amy
Customer Experience
Reply from Addison Lee
Good afternoon Jane,
We are glad to hear your driver arrived on time.
Thank you for taking the time to leave this 5 star review, we look forward to seeing you again soon.
Kind regards,
Mandy
Customer Experience Advisor
Verified
Reply from Addison Lee
Good morning Kimberly,
Thank you for taking the time to leave this 5 star review, it is much appreciated.
It is very good to hear that we have met your high expectations as we are committed to providing exceptional service.
We look forward to seeing you again soon.
Kind regards,
Mandy
Customer Experience Advisor
All excellent accept for unnecessary waiting charge
All excellent - on time , helpful and careful driver.
Only blip was a totally unnecessary additional £2 charge for ‘waiting 3 minutes’ which was not actually the case.
10 February 2026
Unprompted review
Reply from Addison Lee
Good afternoon Anis,
We're glad the driver was helpful and punctual! We appreciate your positive feedback. We're sorry about the unexpected charge. If you would like us to look into this charge, please email customer.relations@addisonlee.com [customer.relations@addisonlee.com] with the details.
Victoria
Customer Experience
Excellent service
Booked our holiday with Emirates and Addison Lee were appointed as our first point of contact to take us to the airport. We were contacted and kept upto speed on what was happening and when .The vehicle that arrived was excellent and the driver Rodger was superb a credit to Addisonlee taking all the stress out of the first leg of our journey
9 February 2026
Unprompted review
Reply from Addison Lee
Good morning Amanda,
We're happy to hear that you had a stress-free start to your holiday. It's great to know that you were well-informed and that the vehicle and driver were excellent. We appreciate you taking the time to share your positive experience.
Victoria
Customer Experience
Verified
Reply from Addison Lee
Good afternoon Nicholas,
Thank you for for your excellent feedback regarding the service received.
Victoria
Customer Experience
Reply from Addison Lee
Good Afternoon, thank you for taking the time to leave this review. I am sorry to hear of the experience which you have had with our services. Please report this to customerrelations@addisonlee.com so that our dedicated team can investigate. Kind Regards, Meg, Customer Experience
TERRIBLE. Paid for Urgent Delivery, Received Slow Multi-Drop Service
I booked and paid for what was described to me as an “ASAP” direct courier service, with the clear understanding that the item would travel promptly and directly to its destination.
Instead, the delivery was handled in a slow, multi-drop manner that bore no resemblance to the service that had been represented at the point of booking. This resulted in significant delay and completely defeated the purpose of paying for an urgent courier in the first place.
When I raised this issue, the company declined to provide a refund despite the clear mismatch between what was promised and what was delivered. I am now having to pursue the matter through formal consumer channels.
I would strongly advise others to obtain written confirmation of the exact service level before booking, as my experience did not reflect the description given.
6 February 2026
Unprompted review
Reply from Addison Lee
Hi Jamie,
This is being looked into and we will get back to you as soon as we can.
Kind Regards
Jayne
Customer Experience Advisor
+44 (0) 207 3878888
Access House, Cygnet Road,
Peterborough, PE7 8 [https://www.google.co.uk/maps/place/Access+Prepaid+Worldwide/@52.5426582,-0.2578837,17z/data=!3m1!4b1!4m5!3m4!1s0x4877f1cffb9e219f:0x99b18510c7ff6417!8m2!3d52.5426582!4d-0.255695]FJ
[https://www.addisonlee.com/]
[https://www.linkedin.com/company/addison-lee/] [https://twitter.com/AddisonLeeCabs] [https://www.instagram.com/addisonleecabs/] [https://www.facebook.com/addisonleecabs]
A person holding a phoneDescription automatically generated with medium confidence [https://eucattachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTMyMjg5NzcxLCJkb21haW4iOiJhZGRpc29ubGVlLXByb2QuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjI0NDQyODh9.sm3OXu57qoKXl4iL7CcKEDyCM0QcJRuizIL5_lSQEb0]https://addisonlee.app.link/oqcpf0saszb?utm_medium=email&utm_source=signature&utm_campaign=on_demand_available_1
Verified
Reply from Addison Lee
Good morning Kostas,
We appreciate your continued patronage and are so glad you consistently receive excellent service from our polite and friendly drivers.
Victoria
Customer Experience
Verified
Reply from Addison Lee
Hi Allan,
Thank you for sharing your positive experience with our company.
We're happy to hear our drivers were professional and polite.
Kind Regards
Jayne
Customer Experience Advisor
+44 (0) 207 3878888
Access House, Cygnet Road,
Peterborough, PE7 8 [https://www.google.co.uk/maps/place/Access+Prepaid+Worldwide/@52.5426582,-0.2578837,17z/data=!3m1!4b1!4m5!3m4!1s0x4877f1cffb9e219f:0x99b18510c7ff6417!8m2!3d52.5426582!4d-0.255695]FJ
[https://www.addisonlee.com/]
[https://www.linkedin.com/company/addison-lee/] [https://twitter.com/AddisonLeeCabs] [https://www.instagram.com/addisonleecabs/] [https://www.facebook.com/addisonleecabs]
A person holding a phoneDescription automatically generated with medium confidence [https://eucattachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTMyMjg5NzcxLCJkb21haW4iOiJhZGRpc29ubGVlLXByb2QuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjI0NDQyODh9.sm3OXu57qoKXl4iL7CcKEDyCM0QcJRuizIL5_lSQEb0]https://addisonlee.app.link/oqcpf0saszb?utm_medium=email&utm_source=signature&utm_campaign=on_demand_available_1
Charming and efficient and professional…
Charming and efficient and professional driver
6 February 2026
Unprompted review
Reply from Addison Lee
Hi Keith,
We appreciate you sharing your positive experience. We are so glad to hear that our driver was charming, efficient, and professional!
Kind Regards
Jayne
Customer Experience Advisor
+44 (0) 207 3878888
Access House, Cygnet Road,
Peterborough, PE7 8 [https://www.google.co.uk/maps/place/Access+Prepaid+Worldwide/@52.5426582,-0.2578837,17z/data=!3m1!4b1!4m5!3m4!1s0x4877f1cffb9e219f:0x99b18510c7ff6417!8m2!3d52.5426582!4d-0.255695]FJ
[https://www.addisonlee.com/]
[https://www.linkedin.com/company/addison-lee/] [https://twitter.com/AddisonLeeCabs] [https://www.instagram.com/addisonleecabs/] [https://www.facebook.com/addisonleecabs]
A person holding a phoneDescription automatically generated with medium confidence [https://eucattachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTMyMjg5NzcxLCJkb21haW4iOiJhZGRpc29ubGVlLXByb2QuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjI0NDQyODh9.sm3OXu57qoKXl4iL7CcKEDyCM0QcJRuizIL5_lSQEb0]https://addisonlee.app.link/oqcpf0saszb?utm_medium=email&utm_source=signature&utm_campaign=on_demand_available_1
Verified
Great service
Very pleasant driver, great service, and a comfortable, stress-free journey to and from the airport. Thank you.
26 January 2026
Reply from Addison Lee
Good morning Hilary,
We're happy to hear that you found our service pleasant and stress-free! It's great to know you appreciated the driver and comfortable journey to and from the airport.
Thank you for your positive feedback.
Kind Regards,
Linda
Customer Experience Advisor
Very easy to book a trip hours or days in advance.
Very easy to book a trip in advance with the confidence that the car will be at the pick-up point on time.
6 February 2026
Unprompted review
Reply from Addison Lee
Good morning Ricardo,
We're happy to hear that booking your trip in advance was easy and that our car service was punctual.
Thank you for your positive feedback; we appreciate it!
Kind Regards,
Linda
Customer Experience Advisor
Verified
Great experience
Friendly, helpful drivers and always on time. Was not looking forward to daily return journeys to London for 6 weeks but these guys are great, they were fully in touch with traffic conditions and kept us informed. We were mostly offered music and temperature control as soon as we entered the vehicle. Highly recommend.
2 February 2026
Reply from Addison Lee
Good morning Ginette,
We're glad you enjoyed your experience. It's great to hear the drivers were helpful and punctual during your journeys to London.
We appreciate your recommendation and are happy our team kept you informed and comfortable!
Kind Regards,
Linda
Customer Experience Advisor
Verified
Driver arrived on time and delivered a…
Driver arrived on time and delivered a smooth ride to the airport and helped us put our big cases in the boot.
29 January 2026
Reply from Addison Lee
Hi Priscilla,
Thank you so much for the 5 stars! We're so glad everything went well for you, and we will pass this feedback on.
We hope to see you again soon!
Jenny
Customer Experience
Verified
Reply from Addison Lee
Hi Shane,
We're glad you enjoyed your experience with us. Thank you for your positive feedback; we appreciate it.
Kind Regards
Jayne
Customer Experience Advisor
+44 (0) 207 3878888
Access House, Cygnet Road,
Peterborough, PE7 8 [https://www.google.co.uk/maps/place/Access+Prepaid+Worldwide/@52.5426582,-0.2578837,17z/data=!3m1!4b1!4m5!3m4!1s0x4877f1cffb9e219f:0x99b18510c7ff6417!8m2!3d52.5426582!4d-0.255695]FJ
[https://www.addisonlee.com/]
[https://www.linkedin.com/company/addison-lee/] [https://twitter.com/AddisonLeeCabs] [https://www.instagram.com/addisonleecabs/] [https://www.facebook.com/addisonleecabs]
A person holding a phoneDescription automatically generated with medium confidence [https://eucattachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTMyMjg5NzcxLCJkb21haW4iOiJhZGRpc29ubGVlLXByb2QuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjI0NDQyODh9.sm3OXu57qoKXl4iL7CcKEDyCM0QcJRuizIL5_lSQEb0]https://addisonlee.app.link/oqcpf0saszb?utm_medium=email&utm_source=signature&utm_campaign=on_demand_available_1
Verified
Reply from Addison Lee
Good morning Girija,
We appreciate you taking the time to share your positive experience.
We're happy to hear you found our service good and the car clean with a friendly driver.
Kind Regards,
Linda
Customer Experience Advisor
Verified
Reply from Addison Lee
Good morning Brian,
We appreciate you taking the time to leave us this wonderful review!
We are so glad to hear you were completely satisfied with our service.
Kind Regards,
Linda
Customer Experience Advisor
Verified
Emirates pick up and drop off
Both the pick up and drop off service was perfect, the driver is always smartly dressed and super professional. Would recommend to everyone
2 February 2026
Reply from Addison Lee
Good Morning Cameron,
We appreciate you sharing your feedback. We are happy to hear that our pick-up and drop-off service was perfect and that you found the driver professional. We appreciate your recommendation.
Kind Regards,
Shellie
Customer Experience
A yellow and black logo Description automatically generated with medium confidence [https://eucattachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTMyMzE2MDQ3LCJkb21haW4iOiJhZGRpc29ubGVlLXByb2QuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjI0NDQyODh9.NTQJWavNSVnzti70nLtumB7YS3pe6OvcFB16FmR3R24]https://www.addisonlee.com/
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