Frequently asked questions

Online bookings need at least 48 hours' notice. For an urgent request, please WhatsApp us – TSAY will do its best to help, depending on driver, vehicle and traffic arrangements.

No. Submitting a form sends us an enquiry. We reply with a quotation, and your booking is only confirmed after you accept it and TSAY confirms it.

After you submit, we set up a WeChat, LINE or WhatsApp group with you (using the contact details you provide) and send your quotation there. Please reply “確認” (confirm) in the group – we only arrange your driver after you confirm. You can tell us your preferred language.

Yes. Enter your own contact details and add the traveller's name and phone number in the special requests box.

If a TSAY agent referred you, they may give you a code or a link containing it. It simply tells us who introduced you – it doesn't change what you pay unless your quotation says otherwise.

Yes. Cantonese- and Mandarin-speaking drivers are available. Choose your preferred language in the booking form.

No. TSAY only provides private journeys – the vehicle is booked for your party alone. We do not run shared shuttles.

Flight arrival time is when your plane is scheduled to land. Pickup time is when you'd like to meet your driver – usually later, to allow for immigration and baggage reclaim. The booking form asks for both.

Please give us your flight number so the flight can be followed. No waiting fees for airport pickups – your driver will patiently help you.

Our fixed-price routes are Heathrow, Gatwick, Manchester, East Midlands and Birmingham. We can also quote for other UK airports, including Luton and Stansted.

Your driver waits for you at a designated meeting point in the arrivals hall or in the car park. We send you the exact meeting point before you arrive.

No. They're examples. Every tour is planned with you, and timings depend on traffic, weather, opening hours and your pace.

Yes. Destinations such as Scotland and the Lake District are best as multi-day tours. You can share hotel details in the tour enquiry form.

Your quotation lists exactly what's included. Unless stated, entry tickets and your group's meals and accommodation are not included. On multi-day tours, the driver's overnight cost is £80 per night, listed in your quote.

On multi-day tours, the driver's overnight cost is a fixed £80 per night, listed separately in your quote – you don't need to arrange the driver's hotel or meals.

Each day includes 10 hours; overtime is £40 per hour (only if the day actually needs it), and any part of an hour counts as a full hour – e.g. 1 hour 25 minutes of overtime is £80.

Please declare pushchairs, golf bags, bicycle boxes, wheelchairs or other unusual items in the form before booking, so we can confirm they fit safely.

Journeys booked with TSAY are arranged by TSAY Limited. Journeys are carried out by drivers and operators arranged by TSAY; details are set out when your journey is confirmed.

TSAY does not provide child seats. If children are travelling, please include them in the passenger count.

Yes. Students arriving in the UK can book an airport pickup directly to their accommodation, and parents can book on their behalf.

Please describe any requirements, such as a folding wheelchair, in the form. We'll confirm what we can arrange.

Our fixed airport prices are per one-way journey, per vehicle. The price is the same in either direction (to or from the airport) and is per one-way journey – a return trip is two journeys. For example, Nottingham to Heathrow and back on another day is two journeys at the same price each.

No waiting fees for airport pickups – your driver will patiently help you.

Payment arrangements will be explained in your quotation. We never ask for full card details through this website's forms.

If you need to cancel, please give us at least 2 days (48 hours) notice before your journey.

If we cannot reach you before your journey after repeated attempts, we may cancel the booking.

Before your flight to the UK, please message us from the airport you are flying out of, so we can get everything ready for your arrival.

No. Prices are based on the journey or tour, never on nationality.

Use “Check a booking” and enter your booking reference (it looks like TSAY-XXX-XXX-XXX) – no login, emailed link or code is needed. The page shows only the journey status, area-level locations and, once a driver is assigned, the driver's first name, phone and vehicle; it never shows your name, contact details, full addresses or prices. Keep your reference private and share it only with people you trust.

Only what we need to quote and arrange your journey, such as contact details and journey information. We do not ask for passport numbers or full payment card details on this website.