Where do I go at my terminal?

Terminal 2: Level −1 App Pickup Area; Terminal 3: Car park Level 1, Zones 1–4; Terminal 4: Check confirmation for Park & Ride or Priority Pick-Up; Terminal 5: Car park Level 1, Row R.

Customer Support & Knowledgebase

Help & Frequently Asked Questions

Find the answers you need before booking or while travelling. If you are already at Heathrow and need urgent assistance, see the quick steps below.

Need Help Right Now at Heathrow?

Live airport passenger assistance

At Heathrow: Open your booking confirmation. Check your assigned pickup point (at Terminal 4, verify whether your booking is assigned to Park & Ride or Priority Pick-Up). See our terminal pickup instructions.

Cannot Find Your Driver? Check the driver and vehicle details in your SMS or tracking message. Send a WhatsApp text to +44 20 7266 5555 with your booking reference, terminal, and current location. You can also call +44 20 7266 5555. If you have a driver call option in your tracking link, use it.

No Mobile Data? Use Heathrow Airport's free passenger Wi-Fi to message us, or call +44 20 7266 5555 by voice from a UK phone or airport payphone.

Staffed Hours Notice: Human operators are available Monday–Friday, 06:00–21:00 UK time. Outside those hours, our automated telephone system operates 24/7. Human assistance is not available 24/7.

Booking & Payment

Enter your Heathrow terminal or flight number, London destination, travel date, passenger count, and luggage in our booking form. Review the vehicle, fare, and pickup details before paying. Start on our Heathrow Transfers page.

You need two separate bookings: one for Heathrow to London and one for London to Heathrow. Each receives its own confirmation and cancellation deadline.

UK bookings are presented in GBP (£) and overseas bookings may be presented in USD ($). The amount and currency shown at checkout govern the payment, processed securely via Stripe.

Yes. London ULEZ and Congestion Charge are included in quoted fares. For London-to-Heathrow departures, Heathrow's terminal drop-off charge is also included.

Heathrow Arrival & Pickup

Normally 60 minutes after your flight actually lands. Jupiter Cars tracks the flight number you supplied for early arrivals and delays.

Terminal 2: Level −1, App Pickup Area

Terminal 3: Terminal car park, Level 1, Zones 1–4

Terminal 4: Check confirmation for either Park & Ride (Zone A) or Priority Pick-Up (Level 1)

Terminal 5: Terminal car park, Level 1, Row R

No. Tell Jupiter Cars promptly. We will amend the booking and send you updated details and confirmation. A completed cancellation is not recalculated retrospectively.

Vehicles & Luggage

Choose XL Plus. Standard XL's limit is three large suitcases even though it seats 5 people. Check our full Vehicles comparison.

Drivers do not routinely carry child seats. Enter the children's ages in the booking notes and request by WhatsApp. We will try to supply one, but it is not confirmed unless Jupiter Cars explicitly approves it.

Changes, Cancellations & Refunds

Heathrow Airport Arrival: Free cancellation at least 12 hours before flight's scheduled landing time. If cancelled later: full booked fare.

Other Advance Journey (including London to Heathrow): Free cancellation at least 2 hours before booked pickup. If cancelled later: £25 fee.

Immediate Journey: Free within 2 minutes after driver acceptance. If cancelled later: £25 fee.

Read complete Cancellation Policy →

Still Need Assistance?

Our customer support team is available via WhatsApp, phone, and email.

WhatsApp: +44 20 7266 5555 Call: +44 20 7266 5555 Email: support@jupitercars.com