You will receive a 'MileLux Journey Acknowledgement' email for the journey(s) you have paid for. You are responsible for checking that the details you provided to us are correct.

You will receive a 'Journey Details' email when the journey has been assigned to a driver. This will contain the pick-up instructions and the driver’s telephone number. MileLux will not refund you if you have forgotten to take this information with you.

MileLux does not accept any responsibility in any way for missed flights for any reason, including traffic delays, accidents, breakdowns, severe weather conditions, or any unforeseen circumstances.

Passengers are advised to plan to arrive at the airport 2 hours prior to flight departure to allow for potential delays. MileLux will not take responsibility for any passengers missing their flight if the recommended two-hour check-in time was not allowed.

You are free to choose to arrive at the airport with less than 2 hours’ notice; however, MileLux accepts no responsibility for any missed flight due to this.

All passengers are advised to have adequate travel insurance prior to booking.

No responsibility or costs will be refunded to any passengers who do not wait for their driver and instead take alternative transport.

MileLux does not accept responsibility if the passenger or luggage requirements exceed the capacity of the booked vehicle. If you are unsure about vehicle capacity, please contact MileLux customer services immediately.

For passenger safety, taxi licensing regulations require all luggage to be securely fastened in the boot of the vehicle; please take this into account when selecting a vehicle.

MileLux reserves the right to refuse carriage of animals not agreed at the point of booking. All animals must be secured in a suitable transport box or crate. MileLux accepts no responsibility for costs incurred from failure to follow these terms.

The exact route of the journey is at the driver’s discretion on the day of travel. Alternative routes may be requested but will be assessed by the driver.

Please ensure you provide arrival times and dates into the UK, not departing times.

If your flight has any serious delays, please notify us as soon as possible.

MileLux uses its own transport wherever possible but may use third-party companies where appropriate.

MileLux reserves the right to provide an upgraded vehicle type if the originally selected vehicle is unavailable.

Reservations made for services during the following dates/times will be subject to a 50% surcharge on published prices:

• 18:00 on 24th December to 23:59 on 26th December
• 18:00 on 31st December to 23:59 on 1st January
  Other dates may also be affected.

All card payments are processed securely by STRIPE. MileLux does not process or retain card details except selected metadata (card type, expiry date, etc.). This service uses the latest 3DSv2 security checks for strong customer authentication.

During payment, you may be offered the option to save your card for future use. You may delete saved cards at any time via your online account or by contacting us. Some security details may still be required when using a saved card.

Customer-initiated transactions (CIT) on our website may be repeated with your permission, even for different amounts (e.g., adding a Meet & Greet service). You will always be able to choose an alternative payment method. Full or partial refunds may be applied to the original payment method, though cancellation fees may apply (see ‘Cancellations’ in our Policies).

All passengers are responsible for any costs required to return a vehicle to working order—including repairs or professional cleaning—when damage exceeds reasonable wear and tear.

POLICIES & NOTICES

1. Waiting Time

Airport Collections

For airport pickups, MileLux allows up to 1 hour of free waiting time from the moment your flight lands.

After this period, waiting time is charged at:
£20 per hour (pro rata).

MileLux will honour requests for a deferred collection time (e.g., a specific number of minutes after landing).
However:

• No additional free waiting time will be provided beyond the chosen deferred period.
• No compensation is offered if the passenger is ready earlier and must wait for the scheduled pickup time.

Unless otherwise stated in writing (email), MileLux will always assume you want a standard collection.

All Other Journeys

Waiting time for non-airport journeys is charged at:
£20 per hour (pro rata)
This applies from:

• The scheduled collection time, or
• Any agreed stop during the journey

2. Tolls

All tolls are included in instant online quotes unless stated otherwise.

3. Amendments

All booking amendments must be made via:

• Email, or
• Telephone

You will always receive an email confirmation of any amendment.
Amendments must NOT be made directly with the driver.

4. Re-Booking

All bookings must be made through the MileLux office via:

• Website
• Telephone
• Email

This ensures:

• Journey confirmation is issued
• The booking is insured
• The correct vehicle allocation is made

5. Cancellations

MileLux accepts cancellations with at least 24 hours’ notice.

A cancellation incurs an administration / transaction fee of:
£7 or 10% of the journey cost (whichever is higher).

All cancellations must be made via email and must be confirmed by MileLux.

Important

If you do not receive a cancellation confirmation email, the cancellation has not been received.
In that case, please call our out-of-hours support line.

Refunds Will Not Be Issued When:

• The passenger does not show up for a pre-paid journey
• A cancellation is made with less than 24 hours’ notice
• Other refund-related matters must be addressed directly with MileLux customer services

6. Complaints

All complaints regarding service must be submitted in writing within 30 days of the event.

Please reply directly to your booking confirmation email or contact the office with full details.

Some calls may be recorded for training and quality purposes.

7. Harassment Policy

MileLux is committed to providing a safe and respectful environment for all employees and drivers.

Harassment of any kind will not be tolerated.
MileLux reserves the right to withhold service from any individual who breaches this policy.

Popular Locations

We cover the whole of the UK, including many popular locations such as Birmingham, Bristol, Cardiff, Coventry, East Midlands, Gatwick, Heathrow, Leeds-Bradford, Liverpool, Luton, Manchester, and many more...