Clocktower Cars UK 

We checked on your price estimator and the trip was estimated at 47 pounds. We called to confirm this estimate, and after we had the estimate confirmed we confirmed the booking; all of this a few days before the trip.

Roughly an hour before our pickup time (at 10:30pm on a Saturday, way too late to reschedule or find another company) we were told the price was in fact 72 pounds. We had no choice but to accept this price as we had no other way of getting home.

The above seems like extremely predatory behaviour, and very dishonest. A few days after the trip the price checker is still estimating identical trips at 47 pounds. Please can you justify what happened?

ordered cab today from Alexandra park to thornton heath. driver had no idea where I was - clear reception are passing wrong /false details onto the drivers. the driver himself seemed in huge hurry - VERY aggressive driving even though had my young son in car with me. AVOID if possible. a cabbie that does not know local area is a huge red flag.

This used to be a great company but now very dodgy.

- Some of the larger vehicles provided was in poor condition.
- Booking staff LIARS! confirmed driver will have working machine which they didnt (just like many occasions last year). Driver told me he never had a cash machine. Also took several attempts to pay via link.
- Our flight was delayed. Mean driver demanded to be paid more as he had to wait. Why didnt he check flight times?
-Some drivers of large vehicles not friendly
-If you have more than one pick up point, booking staff cant send to full details. Was sent a screenshot of the booking from a Whatsapp number in Afghanistan. But after 5 minutes the screenshot was deleted.

After being diverted from Heathrow to Gatwick due to the substation fire, the driver travelled from one airport to the other, waited a further two hours for me at Gatwick due to the delay in getting my baggage. I was only charged an additional £7.50. The driver kept in constant communication with me, was courteous and helpful. The company is always reliable and I highly recommended them.

I booked a taxi to take me to a Hospital appointment, they never turned up. I have consequently now been placed at the end of the waiting list!

Booked a cab for the station for 6.30 to catch a train. It didn’t turn up and I missed my train. Called & they said there would be one in 20 mins. It never came & I missed my next train.called them & they had the nerve to say it was a busy night & they could get a cab to me in 30 mins. I declined & used Surrey Hills cab company who turned up promptly. My night was still ruined though & I’ll never use Clocktower cars again.

The taxi arrived on time both there and back from Godalming to Heathrow t5 but overcharged for both trips so I won’t use them again. On the trip to the airport they charged for entering the drop off zone but they dropped us at the Sofitel which is outside the zone. On the way back they charged for “meet and greet” but we had to wait for the car at the drop off point (supposedly not allowed). So the total overcharge was £17.50 and they ignored my requests for refund. So my message is - don’t use this company!

Booked a cab at ten past 4 said it would be ten minutes rang after 15 and the operator said it will be dispatched within ten minutes sat and waited for another 15 minutes and the cab was still not sent out gave loads of excuses why they are late but I was 3 minutes late to my cab 2 days before and had to pay £2 charge but it’s totally fine for them to be over 45mins-1hr late if there was no cabs cancel it but they told me multiple times that they have loads of cab about and iv been using this company for over 8 years and they have no customer respect within the last two years

Driver was extremely polite , arrived a few minutes early. He was very helpful even collect the trolley for me . I am not sure of his name though he introduced himself and told his name but it was an unusual name.convey to him my thanks. The trip was to terminal 3. Picked up at 3.30 pm from Kingston. On February 12th 2025!

All these reviewers are fake most of them are their own people who are working for them don’t get fooled by this.

Customer think for u safety first before any booking I a driver I work for them 8 months they have trouble service.

All the good jobs goes to their own who are their family member and also those who are paying the controls Money to look after him very unfit system. Ridiculous behaviour.

Great guy thanks so much

For an 8km ride was charged £28 - avoid at all costs

I had pre-booked a taxi in advance for a very competitive rate, as we were in a remote location and needed reliable transport to get home. However, just 30 minutes before the scheduled pick-up, I was informed that the booking was being canceled due to 'car troubles,' without any effort made to send a replacement vehicle.

This left me in an incredibly difficult situation. Being in a remote location, I was unable to rebook another taxi at such short notice, and as a result, I was forced to walk over 45 minutes home, in the pouring rain wearing high heeled shoes! This experience was not only frustrating but also completely unacceptable.

Pre-booking is meant to provide peace of mind and certainty, but your failure to deliver on this promise has severely let me down. I had relied on your service and was left stranded with no alternative solution.

I will not be using your company again, and I will be sharing my negative experience with others to ensure they do not encounter the same level of service failure. I strongly urge you to improve your booking system and customer service to prevent this from happening to future customers.

I was looking for a dog friendly taxi, they were recommended, I booked, they confirmed, I sent a follow up email to re confirm the confirmation, they answered of course we will be there, they arrived at the time specified but wouldn’t take the dog in the car , he drove off , said another car would be with us in 10 minutes then I received a phone call saying sorry a car won’t be coming and then he hung up, disgusting service, shouldn’t be allowed to advertise what they obviously can’t deliver !!

10th Aug 24, ride from Terminal 5, Heathrow, couple with two small bags, to Thames Ditton, Surrey. 10pm pick up, 25% cheaper than competitors. Collection on time, large & clean car. Helpful driver. No hesitation in recommending this firm. Paid in cash. Many thanks.

Called into the clock tower for a cab and was told 5 to 12 minutes by the man taking the bookings. After 5 minutes An elderly lady book after us, she was told 5 to 10 minutes. 5 minutes later another lady came in and booked. She sat for a minutes or so and a then a driver called her name and took her for her journey. When we questioned the man a the booking desk for the cabs he said, I was being very rude and he was not the one to tell the driver who to pick up. I asked I said to him that I thought that was what he was doing on the computer when he asked us where were we going. He said the I was not to assume things and did I assume that he done the pay role for the whole company too, waving his arms around. He said that he would rebook the cab and it would take 7 minutes.
Now who was the one being rude.
Very poor customer service.
On the other hand the driver was very nice and polite, 5 stars to him.

We booked a cab for 5.15pm fifteen mins later not here rang oh madam it will be 4 minutes still not turned up rang them again oh we will put you on to the driver 1 minute madam. Still didn't turn up. We rang again the driver was put on to us again where are you sir I am waiting outside my house . He was at the drop off point . Then had the audacity to say we were standing at the wrong place we said no the message we got back from clock tower stated our address to be picked up from and he said we were wrong. Then they said we will get you a cab it will be with you in 4 minutes by then we were fuming. 20 minutes later still not here . When it did turn up over an hour late we said we don't want you. We had a important appointment and couldn't go in the end through being let down again by Clock tower . This firm is terrible we will NOT be using them ever again . We have heard so many complaints about them from other users. The driver couldn't spk English hardly that rang us and said we were in the wrong place which we weren't. Diabolical company they need to get there act together otherwise no one will use them.

My mother had a terrible experience with this company. She booked the taxi a few days in advance. When she phoned to confirm the day before, they claimed to have no record of the booking.
On the day, the taxi turned up to take her to the appointment, however despite agreeing to pick her up afterwards, no one turned up.
The operators speak very poor English and it is very hard to communicate with them.

We had issues with both our trip to and from Heathrow with the wrong sized car. We reserved the 8 passenger van for morning departure. ~15 minutes before pickup to Heathrow, we learned the 8 passenger van was unavailable and we’d go in 2 cars instead. We were required to pay ~20% more than the originally quoted 8 passenger van fare for the for the 2 cars, both of which were 15-20 minutes late. This was deemed a “favour”
given the fare for the 2 cars would have been substantially higher. I feel it was bait and switch. We reserved an 8 passenger van for a specific time, and with no alternative but to risk missing our flight, we had little choice but to pay the higher fare. The whole point of a reservation and pre-book is to know what you’re getting and for how much.

We were promised a deeply discounted next journey as compensation. I spoke to a manager on duty to pre-book our return journey and was given a 10% discount from Heathrow for an 8 passenger van. I requested we at least be made whole on the 20% fare premium to the airport for the return journey, but was denied. I was assured their next service would prove their value and commitment to good customer service.

We specifically discussed that we have 6 people and a lot of luggage and that 8 passenger vans are what we always take to and from Heathrow. Frustratingly, a 6 passenger van shows up to pick us up for our return journey!! Our family of 6 with 4 large cases 2 medium duffles and 6 carryons were required to squeeze into the van for a very uncomfortable 1+ hour journey home.

Suffice it to say, we will not be doing business with the this company again.