Addison Lee User Reviews

Addison Lee Plc

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Great Service

Booked AL to pick my daughter up from her hotel and take her to The Ned as a birthday treat.

As anyone that has a daughter will know you need to add time onto what ever she has said so arranged for the driver to pick her up at 7.10. When she finally swanned down the stairs at 7.20 the driver was great. Courteous and made her feel special.

No excuse for tardiness on her side of things I will agree! A great experiance thank you Addison Lee.

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BaldestMan

3 months ago

Response from developer

Good Morning, Thank you so much for taking the time to leave such a lovely review. We are very grateful for your feedback on our driver and will definitely share it with them to acknowledge their exceptional work. Regards Jayne Customer Experience

Won't use again - offers zero value over Uber

Tried the airport pickup feature. Flight delayed but according to the app, AL monitor the flight number I entered and only leave for the airport 30 mins before scheduled arrival. I added a 30 minute buffer to ensure driver not left waiting. Still got an extra £65 waiting fee added. What's the point of taking my flight number if you're not going to check for delays? Called support and was told they'd get back to me. 1 week later, no response. Getting my money back through my CC company then deleting the app. Dreadful service.

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tbotn

4 months ago

Response from developer

Good morning, I'm sorry to hear you received an unexpected waiting time fee on yhour airport collection. Please email customer.relations@addisonlee.com with the details so this can be looked into. Victoria Customer Experience

Certainly not a premium taxi service

I wouldn’t recommend Addison Lee anymore. Having used it for business and also personal airport transfers I have found the app unreliable, the drivers aren’t helpful and or rude at times and not in keeping with the “premium taxi” service. Not even with Uber have we gotten such bad service. The customer service is just unfortunate. When feedback has been provided there was a lack of acknowledgement and supporting the customer. It was more a case of excuses. The app is unreliable and the payment methods aren’t straight forward. I still end up paying cash as the drivers don’t have a card machine (which for a premium service in London is unacceptable). Have deleted the app and will no longer be using the service for business or personal reasons. Will be using black cabs moving forward. Their app is certainly better and drivers are reliable and know where they are going!

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Heathcliff20

a year ago

Response from developer

Good Morning, I am sorry to hear about your bad experiences with our app, staff and drivers. If you would like to discuss this further, please email customer.relations@addisonlee.com. Kind Regards, Shellie

I love Addison Lee!

I just think Addison Lee is an amazing way to travel around SE London because there are no tubes in that area! I can order my cars via the app that way! Thanks to everyone for developing it! I also like the way that Addison Lee are adding electric cars to their fleet to reduce CO2 and NOX emissions! Far better than in the late 2000s when they were using people carriers all the time!

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Jamie_Robertson3

a year ago

Response from developer

Good afternoon Jamie, Thank you so much for your amazing review and rating. It is great to hear that you have had a positive experience using our services and apps.

Driver cancelled my advanced booking 10 min.s before the planned time

Beware: Addison Lee’s advanced booking function offers no guarantee for a car at the time booked so it actually doesn’t work at all. I have booked an executive drive to the hospital for some important checks one day ahead. 10 minutes before my picked-up time, my driver was driving towards me on the map then he suddenly cancelled my trip. I called Addsion Lee many times and they offered no solution or replacement car. They just simply said they can’t help and cancelled my trip, not even offered any discount or say sorry. This last-minute cancelled ride caused a massive panic situation. Earlier in the same month I also had a rude driver from Addison Lee who drove flaky to make my friend really sick, and refuse to slow down a bit even if I formally requested twice.

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Maobao99

2 years ago

Response from developer

Hi Maobao, We're sorry to hear you faced this issue with our services. Please email the details to customer.relations@addisonlee.co.uk and we'll be more than happy to investigate the matter for you. Kind regards, Bacar. Customer Experience.

Payment system is terrible

Haven’t used addlee for a few years but was shocked by how bad the new payments system is. I go through tedious registration process taking several minutes only to find out that there are no vehicles available at the time I requested - why can’t you tell me that before? Try to change the time and it makes me go through the payment process again and has forgotten my details even though I selected to remember me. Multiple spam emails from the payment provider each time I try and fail to book. Such a painful experience - really need to support Apple Pay

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G36286

2 years ago

Response from developer

Good Afternoon, I'm sorry that you're having issues. Please try calling us on 0207 387 8888 and one of our agents will be able to help you make a booking. Jenny Customer Experience

Code?

I’m trying to download the app but AL has yet to text me the code required to activate the app. Very frustrating

pinny twin

2 years ago

No confirmation number sent

Cannot load app because unable to get confirmation number on a US phone. Technical help required. (And yes, I received all other texts to me from other persons, just not AL)

Howzitt27

2 years ago

Response from developer

Hello, I'm very sorry to hear this. Please send an email to customer.relations@addisonlee.com and provide the email address and contact number you have used, the team will then be able to give you your confirmation code.

Use another taxi service please

So first the wait time is just tragic like I have to book two hours ahead so not convient and the taxi drivers always take the longest way possible like I get a taxi to be quick not to take longer it doesn’t add up. And the cars make me car sick I’m not sure to why that is but they do. And most of the cars don’t even have wifi no more although that’s not a big deal tbh.

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Sniyahhhhhhhhh

2 years ago

Response from developer

Good afternoon, I'm sorry to hear you are unhappy with the service you have received from us. If there is anything in particular you would like us to investigated, please email customer.relations@addisonlee.com. Victoria, Customer Experience

Addison Lee ad not book cars in advance

They’ve changed to the Uber model, if you book a car a week in advance, that’s not actually been booked with any drivers. All that happens is they request a driver for when you booked, and then that driver can decline the booking. This should be made clear before booking an advance. You are not booking in advance, you just might have a booking if they decide at the time.

I missed a wedding ceremony because of them, because they said I had a booking a week in advance but turns out I didn’t.

Well done Addison Lee you captured my payment details, possible had a customer got life and have now gained someone who will make it clear to everyone you do not honour bookings.

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Champagne1978