Addison Lee: Taxis & Couriers

The app often doesn’t update in real-time, the driver can be waiting when the app says the car is 5 mins away. The app deletes saves payment information every couple of days. Not worth the hassle

My credit card was used for fraudulent transaction after I used it to pay for a fare in an AL car. I tried to alert AL to this via customer feedback channel and all I got was a ridiculous run around from “Damon”. I wasn’t trying to get reimbursed or claim compensation, I just wanted to alert them to fraudulent activity by their staff/contractors that came as a result of antiquated payments system (ie give your credit card detail over the phone in the car to an operator). Anyway, really bad way to treat a customer.

Pre booked a taxi the day before. Was notified by sms and email when it was on the way and when it arrived. The driver was on time and very professional. Great service!

Easy app by one of London’s most iconic businesses that provides quality cars and professional drivers. Highly recommend.

Used to use all the time for work now it’s gone downhill so much. Pre-booking cars often late, may as well use alternative apps for half the price.

You put the pick up address in the app and then it immediately changes it to your current location without you telling it too. Very frustrating.

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!

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!

The app is useless The drivers are useless The customer service is useless The over all service of Addison Lee is useless Never get a driver on time always there’s issues with drivers. Maybe it’s time for upgrade or just shut off the company if you can’t provide the service

The amount of times I’ve had to abandon an app booking because of bugs, errors and performance issues. AL - please invest in product development and a UX designer, a reliable and usable app will bring back your customers. We don’t want to leave too, trust me!