# Addison Lee: Taxis & Couriers — user reviews > 167 indexed App Store user reviews of Addison Lee by Addison Lee PLC, rated 4.90/5 from 662 ratings. - Source: https://appshunter.io/ios/app/addison-lee-taxis-and-couriers/id718312937/reviews - App overview in markdown: https://appshunter.io/ios/app/addison-lee-taxis-and-couriers/id718312937.md - Rating breakdown: 5★ 618 · 4★ 28 · 3★ 7 · 2★ 4 · 1★ 5 ## What do users think of Addison Lee? Overall sentiment: negative **Pros** - 👍 Reliable, professional service - 🚀 Easy and straightforward booking - 💡 Sophisticated services - 🚗 Comfortable, clean cars **Cons** - 🐛 Unreliable app performance - 💰 Overpriced and unexpected charges - 🕰️ Long wait times and delays - 🤖 Poor customer service and support **Commonly reported bugs** - App crashes and freezes - Address detection issues - Payment processing problems - Inconsistent notification delivery **Most requested features** - Ability to view trip cost before booking - Integration with mobile payment options - Real-time updates on driver location - Improved booking flexibility and cancellation policy ## Newest reviews (10 of 167) ### 2/5 — App on US store but doesn't work in US? *2026-08-05* I was trying to use this app to book a car for Heathrow when I landed but it apparently doesn't work overseas - which surely defeats the point for an airport pickup service. Why do they even list it? It IS accessible to users outside the UK BUT it doesn’t work for them. Why don’t they ONLY list it for the UK if it only works in the UK? **Developer response:** Good morning, Thank you for raising feedback and we are sorry for any frustrations. Our app is currently only accessible for users within the UK. Please be assured that the website can be used to book if you are overseas. We are constantly working on ways to improve and will ensure your feedback is logged internally. Kind Regards, Arifah Customer Experience ### 4/5 — Problem resolved well, but poor initial service *2025-12-02, version 9.7* My driver didn’t pick me up where I booked, and I was later hit with an unexpected extra charge. However, Addison Lee’s customer service team (Amy) handled my complaint quickly, refunded the charge, and are reviewing the driver. While the ride itself was disappointing, their aftercare was professional and fair. ### 4/5 — They charge extra for loading/unloading time *2025-05-12, version 9.2.1* I think the service was good. The driver was lovely. They charge extra for loading/unloading time. It’s unfair they didn’t make it clear from the beginning- I mean it’s okay because it was £12 extra. We booked a currier so think it should have been fair to clearly state that they charge loading and unloading time. I’m sure this must have been inp ### 1/5 — Unreliable service *2025-03-31, version 9.1* I signed up to your App during which there was some sort of statement about your guarantee. First time I use it, having specifically booked a driver for 5:15 am to get to St Pancras - no drivers. Now I was called at around 5 am to tell me that a driver had not been found but this is far too late to make alternative arrangements: if you take a booking you should deliver. Really annoyed ### 1/5 — Overpriced for 0 quality *2025-03-12, version 9.0* Unhelpful, and costs a fortune. First time using and won’t be using again. ### 1/5 — Worse cab company *2025-02-25, version 9.0* Cab drivers arrive late and if you cancel they charge £18 cancellation fee even though they were late and they refuse to refund when I emailed. This has happened on several occasions as well and it’s way overpriced other cab apps are so much better. One time a cab driver was late because he was in a car wash? And today cab driver is late because they feel like it I’m so done with this company I get it discounted due to DSA but honestly rather take public transportation at this point ### 3/5 — Urgency trumps planning *2025-02-22, version 9.0* Doesn’t enable me to plan. I need to get somewhere at a specific time - I need to work backwards from the time and book a cab knowing I’ll get there on time. This app doesn’t enable you todo that it just puts pressure on you to book for fear of losing your pre inputted info ### 4/5 — Allocating Cabs *2025-01-03, version 8.31.1* Unfortunately it seems that you do not allocate a cab until it is free, if a driver is approaching a drop of location there would be better client interaction At present you say there is a 30 min wait so I made other arrangements, then suddenly you say tge driver is there. Not very good ### 1/5 — Always let’s me down *2024-11-30, version 8.31.1* Third time a row AL confirms a short notice booking and just doesn’t turn up. Useless. ### 5/5 — Mrs Hunter Cook *2024-11-28, version 8.31.1* Have always Addison Lee for years and years would never use Uber ## Most critical reviews (10 lowest-rated) ### 1/5 — Awful *2026-02-27, version 9.8* App doesn’t let you cancel bookings and refund you ### 1/5 — Crushes often on iPhone *2026-02-15, version 9.8* Rubbish app ### 1/5 — Just awful *2025-11-20, version 9.6.1* Constantly late, without explanation, avoid! ### 1/5 — The App is rubbish *2025-10-31, version 9.6* Please do something about your app - it’s impossible ### 1/5 — Don’t download this app *2025-09-14, version 9.5* Wish I had read some Google reviews before downloading this atrocious app. Courier bookings accepted mean nothing - they can show up an hour later or not at all. In addition, drivers do not help lift any heavy items so it’s not as useful as a mover service ### 1/5 — Copy Paste on app *2025-07-31, version 9.4* You need to allow copy paste on phone numbers nobody in 2025 can memorise phone numbers ### 1/5 — Unreliable and unprofessional *2025-07-15, version 9.3.1* We had booked 3 cars for our wedding with specific instruction and timing, weeks in advance. Only 2 cars showed up with 30min delay. We had to order another taxi in emergency otherwise we would have missed our own wedding. They even had the nerves to still charge us for the 2 cars that ended up arriving. Absolutely unprofessional and not what AL used to be. I will never ever use this company in the future. ### 1/5 — CHARGES DOUBLE THE PRICE OF THE ACTUAL TRIP IF YOU BOOK AND CHECK THE PRICE!? Why do you charge *2025-05-25, version 9.2.1* Why do you charge double the price ### 1/5 — App is useless *2025-05-22, version 9.2.1* There is no option to view the cost of a planned trip - surely Addison should have worked this out by now - hopeless!! ### 1/5 — Never fixing *2025-04-02, version 9.1* I’m using this app every week for my business But it’s just bad, it’s never ever possible to reach a courier via call button as it’s broken and unfortunately no one fixes it ever ## Most praised reviews (10 highest-rated) ### 5/5 — Spot on *2026-04-24, version 9.8.3* Easy booking ### 5/5 — Reliable, sophisticated services *2025-11-25, version 9.6.1* Well taken care of when you book with Addison Lee. I’d recommend to friends and family. ### 5/5 — Easy and Straightforward booking *2025-10-25, version 9.6* First time for a while using the App - and was able to organise a pick up for my boss and his wife from LHR T3 - good booking and transparent price - let’s hope the flight arrives on time ### 5/5 — Transport from Heathrow *2025-09-10, version 9.5* Everything went really smoothly.. Driver was excellent and very helpful. Very professional service.. Highly recommended.. Thanks Mick ### 5/5 — Great *2025-04-24, version 9.2* Superb service ### 5/5 — Easy & Professional Service *2025-04-24, version 9.2* I have used the van service to take my belongings to and from my storage unit, from Camden to East London. Such a reasonable price, easy to book, easy app, lovely drivers. ### 5/5 — Reliable *2025-04-02, version 9.1* When is London we always use Addison Lee Taxis for travelling around. We find them always at the door or our apartment on time and with a very good driver who knows his way around. We would not consider any other option.. ### 5/5 — Log in help- excellent! *2025-03-21, version 9.1* I had some difficulties with logging in on the app. I called and the problem was fixed in 2min. Thank you! ### 5/5 — Mr *2025-02-22, version 9.0* Law ### 5/5 — Travel reliability *2024-12-03, version 8.31.1* I have just starting using this car service - days ago, and all my pick ups and drop offs have been timely - my ride early today was exceptional as the driver was very talkative and I had a more than pleasant ( arrival on time) experience. Thank you AL --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-09.*