Question 1

What vehicles do you have?

Accepted Answer

We have a range of vehicles to suit your needs. You can choose from saloon (up to 4 passengers), estate (up to 4 passengers and extra luggage space), MPV (up to 6 passengers), executive cars, & Minivans.

Question 2

What areas do you cover?

Accepted Answer

Castle Cars Edinburgh specialises in pre-booked airport and seaport transfers and other longer journeys throughout Edinburgh, e.g. Edinburgh to London, Manchester to Edinburgh, St Andrews to Edinburgh. The Trip must start or end in Edinburgh.

Question 3

How do you count passengers?

Accepted Answer

We count passengers as the total number of persons travelling including children and infants.

Question 4

How much luggage can I take?

Accepted Answer

The luggage space varies across different types of vehicles. The amount of luggage permitted on a certain vehicle is mentioned during the booking process both online and over the phone. We have a range of vehicles to choose from so you can select a larger vehicle (up to an 8-seater minibus) if you have a large amount of luggage.

Question 5

Do you Provide Tours?

Accepted Answer

Yes. We provide taxi tours of Edinburgh, the Highlands, film locations, distilleries, UK TOUR, and more. All tours are customisable, private, and comfortable.

Question 6

Do you have to have an infant or baby or child or booster seat?

Accepted Answer

No, as it's not mandatory in the Taxi or Private Hire Vehicles. However, should you prefer one, do let us know by getting in touch via email bookings@castlecarsedinburgh.co.uk and we will try our best but it's not guaranteed.

Question 7

What if the flight is early or delayed?

Accepted Answer

There are no extra charges if your flight is early or delayed as we continuously monitor the status of your flight and work on the basis of confirmed arrival times. We do however have a 60 minute free waiting period from when the flight lands.

Question 8

What happens if my flight is cancelled?

Accepted Answer

Contact us as soon as possible on +44 (0) 7447 115884. In this case, we will not have dispatched a driver since the status of your flight will have been monitored by us. We will place your booking on hold for 24 hours and you can re-book your transfer at no extra cost within this period. Please note that failure to get in touch within 24 hours of flight cancellation will result in no refund.

Question 9

Where do I meet my driver when I land?

Accepted Answer

Please contact your driver on the number provided and coordinate a meeting point with the driver. Alternatively, you can contact our customer support team on +44 (0) 7447 115884 if you find any difficulties.

Question 10

What if I cannot locate my driver?

Accepted Answer

Contact us on +44 (0) 7447 115884, quoting your Booking ID or your name and our experienced staff will be able to assist.

Question 11

What if I miss my flight?

Accepted Answer

Contact us as soon as possible on +44 (0) 7447 115884. We will arrange your transfer for a new date/time free of charge as long as the driver has not been dispatched. If you fail to inform us, this will result in full charge.

Question 12

What if my flight is diverted to another Airport?

Accepted Answer

In that scenario, please contact us as soon as possible on +44 (0) 7447 115884. We will put your booking on hold and won't dispatch the driver to the other airport until you or the passenger have authorised us to do so. Additional mileage charges may apply. Please note that failure to contact us within 1 hour of landing will result in no refund.

Question 13

What is a special occasion surcharge?

Accepted Answer

There will be a 50% surcharge on 24th, 25th, 26th, 31st December and 1st January. In an event of natural calamity such as flood, landslide, snow or other extreme weather conditions, the amount of surcharge will be notified to you during the booking process.

Question 14

Do I have to book online?

Accepted Answer

Yes you need to book online. Our online booking process is quick, clear, and easy to follow. If you need any help while booking, feel free to call or message us on WhatsApp at +44 (0) 7447 115884 — we'll be happy to guide you through the process step-by-step

Question 15

Do I need to pay in advance?

Accepted Answer

Yes all journeys must be prepaid. For Tours you will pay a deposit and pay the remaining to your driver at the start of the tour. We accept all major bank debit and credit cards.

Question 16

How do you calculate your price?

Accepted Answer

All prices are calculated based on distance, travel time, and vehicle type. Additional charges may apply for extra services.

Question 17

How early do I need to book my car?

Accepted Answer

We would recommend you to book 12 hours in advance if you're booking online or you can call us on +44 (0) 7447 115884 if you need a transfer within 24 hours.

Question 18

Do you do cruise ports transfers?

Accepted Answer

Yes, we do transfer to and from Cruise Ports as long as you are either going to or from Edinburgh.

Question 19

What is your Refund & Cancellation policy?

Accepted Answer

Refunds are provided in certain cases, subject to an admin fee and the time a request is made: If your refund is requested more than 48+ hours in advance of your pickup time you will receive a 100% refund. If your refund is requested within (or equal to) 48 hours of your pickup time you will receive a 90% refund. If your refund is requested within (or equal to) 24 hours of your pickup time you will not receive a refund. Please note that all cancellations must be notified to Castle Cars Edinburgh through e-mail at bookings@castlecarsedinburgh.co.uk.

Question 20

Do I need to pay extra for via journeys?

Accepted Answer

Yes, there would be an additional charge for any via journeys depending upon the distance.

Question 21

I've lost something in one of your cars. How do I get it back?

Accepted Answer

If you think you have lost an item in one of our vehicles, we will use reasonable efforts to locate the item and, if found, securely store the property for 1 week. You can contact us by sending an email to bookings@castlecarsedinburgh.co.uk and one of our team will be happy to help. If we are unable to return your property after 1 month, we will securely dispose of the item.

Question 22

How do I leave feedback on a driver?

Accepted Answer

You will get sent a feedback form at the end of your trip.

Book Your Ride

Booking Information

Choose Your Vehicle

Frequently Asked Questions