Questions, answered honestly.

As early as you know your flight. We'll always try to help with short-notice journeys too — call and ask.

Fares are based on your pickup address, your destination, the time of travel and the vehicle you need. You receive a fixed price for the whole vehicle before you confirm, and that price doesn't change if the traffic is bad.

Your quote will always show the complete fare for the time you're travelling, so you can see exactly what you'll pay before confirming.

Yes, and we recommend it. Give us your return flight details and we'll arrange the collection and confirm both fares together.

Payment options are confirmed with your booking. If you have a preference, mention it when you book and we'll let you know what's available for your journey.

Yes. We confirm your pickup time and check your flight the day before you travel, between midday and 2pm. We do it then because some flights leave in the small hours, and by the evening you may well be in bed.

Please be ready at your pickup time. If you're running late, a quick call or text helps us plan.

Door 2 Door is run by Sean Gilmer, a local Colchester driver with 30 years' experience. You book directly with Sean, not a call centre.

We suggest being at the airport 2 to 2½ hours before a short-haul or European flight, 3 to 3½ hours before a long-haul flight, and 1½ to 2 hours before a London City flight. We then add the drive for the day and time you're travelling. After 30 years on these roads we have a very good idea of the traffic, and your suggested pickup time goes in your booking.

We do everything in our power to get you there, and with 30 years on these roads we'll suggest a pickup time that should get you there in good time. But road closures, major accidents and demonstrations on the road are beyond our control. If one of these stops us getting you there on time we can't be held responsible, and the fare is still payable. If you'd like more margin, just ask: we're happy to collect you an hour or two earlier.

Our fare covers your journey from your front door to the airport's departure drop-off point. If you or someone in your party needs us to park up and take you into the terminal, we can do that at an additional cost. Please ask when you book.

A short stop — to collect another passenger, for example — can usually be arranged if you mention it when booking so it can be included in your fare.

London Stansted, Heathrow, Gatwick, Luton, London City and Southend, plus Harwich International Port and the main cruise terminals.

We track your flight and adjust automatically, so there's no need to call us from the airport.

It helps, but if you give us your flight number we'll check the terminal ourselves and confirm it with you the day before.

Let us know as soon as you can. We'll rebook your transfer for your new flight wherever possible.

Up to 8 passengers in one of our 8-seater taxis, which take five to eight people with their luggage. Our cars take up to four, our estates two or three with quite a lot of luggage, and our MPV is mainly used for four passengers with lots of luggage. See our vehicles page for the full guide.

Tell us how many people are travelling and how much luggage you have, and we'll suggest the right one when you book. As a rule of thumb, a normal car takes two or three passengers with two large cases, two cabin bags and backpacks. An estate takes four large cases and two cabin bags.

Yes, everyone counts, whatever their age, so please tell us about every child when you book. A car carries four passengers, so if we arrive and there are four passengers and a baby, we'd have to refuse the booking.

You book a type of vehicle (a car, an estate, our MPV or an 8-seater) rather than a particular make or model.

No, we don't supply child seats or booster seats, so please bring your own. We'll fit them for you, and if you've booked a return we can keep them until then and have them fitted in the car, ready for your journey home, at no extra cost.

Yes. Tell us what assistance you need when booking — help to and from the door, extra time, or space for a folding wheelchair or walking frame — and we'll plan around it. If you need us to park up and take you into the terminal, we can do that at an additional cost.

Assistance dogs are always welcome. For other pets, please ask when booking.

Yes. Call, text or email with the change as early as possible. If the new journey has a different fare, we'll confirm it with you first.

Please tell us as soon as you can by phone, text or email. Our terms and conditions explain how cancellations are handled.

Contact us straight away. We check the vehicle after every journey and will arrange to return lost property to you.