Capital Cars Reviews 23

Awful service. Was late yet charged more

I recommend not to use this company as we have booked a taxi in advance for 6 seaters as we have 3 young girls ages ten and less to watch a concert so we don’t have to wait for a long time. When the taxi arrived it only fitted for 4 people they told us to send other taxi but they will charge us other £15 more we said no and they said they will send 2nd taxi with no charge. We waited for another 15 mins and they never arrived. So we called them again they we argued with them. At the end we ended up getting other taxi with our 3 girls who I felt sorry as they were waiting in the street. The
Point of we feeding taxi
Is for our girls not waiting and that’s exalt the taxi sis to us

AVOID POOR SERVICE had requested placard pickup for my elderly parents. They charged me 15gbp extra for it but there was no driver waiting. My parents had to track the driver down. Not what I expect if paying for a service and no refund forthcoming. They had charged in advance. Was waiting hoping for refund before I reviewed.

POST this review contacted me requesting I take down this review (what a cheek) I refused saying I will edit not take down as they did not provide the service and others need to know. Still no follow up or refund. They said £10. Which I refused given the inconvenience caused to my parents and said i think it was £15 but given their poor service and incompetence I want half if the payment refunded.

Capital Cars Elmbridge provided me with an on-line quote on 4 June 2025 to pick-up my wife & I from Gatwick airport at 22.20hrs on 17 June and take us to our home near Leatherhead. Having accepted this quote on 4 June, Capital Cars sent an email confirming the order and the agreed cash price.
However, on 16 June (the day before our return to the UK), they sent me an email with a re-quote seeking an additional £12.37.
On exiting Customs at Gatwick airport arrivals hall at around 22.50hrs, there was no sign of our driver so I contacted Capital Cars to seek the rendezvous point.
I was told that I needed to pay the new increased amount up-front in order to be picked up - notwithstanding that their original confirmation email on 4 June was effectively a contract.
It then became apparent that the driver was not actually at Gatwick airport and he had not even left their base in Walton. So it would take him another 40mins to arrive at Gatwick airport. The driver confirmed that he would not honour the original agreement and he terminated the phone call.
It leave it to the reader to decide whether this was incompetence resulting in a breach of contract or a scam! Either way, this is clearly not a reliable company.

I've never received such an inadequate level of customer service. If you complain the call handler makes it very clear they do not care. Taxi was late and turned a 10min journey into a 45min one. Exaggerated fare and no customer service. There are plenty hinest local taxis providers so my advice is to avoid capital cars.

I’ve always used capital, usually pretty good. Today has been an absolute nightmare, I booked a taxi for 10:20 am, it didn’t turn up. I rang the office I would say about seven if not more times and spoke to the same person who just kept fobbing me off, I missed my appointment and have now lost £45. I asked the person in their call centre to ring me and let me know how far away the fourth Taxi that they had ordered would be, he didn’t call me back. I eventually got to the train station at 11:20 am an hour late, the girl in the office was so helpful but I rang back to say how could I put a formal complaint in and claim my £45 back and the gentleman Rudely put the phone down on me. I, myself, my friends and my family use them all the time, I will never ever use Capital Taxis again. Your customer service is shocking, unacceptable to put the phone down on a customer. The manager is supposed to be ringing me back after 12 pm, I don’t hold out much hope. I’m so disappointed

Update - no call back received

Terrible, cost £13 for a mile. New to the area and feeling totally ripped off. Then when you complain it’s MATE in the text message …..unprofessional at best.

I booked a cab on 17/02/25, for 2 passengers with 4 suitcases and 1 hand luggage to Gatwick airport for £80 and we agreed on normal cab which is okay by me. To my surprise he asked me to pay in advance, though not happy with it but l did. He took £82 and refunded £70 when the car sent refuses to pick me up because his car cannot carry us and he luggages and was not properly informed. I almost missed my flight because l've to look for another cab and it's stressful and frustrating. The company, Capital cars Elmbridge look like fraudulent company with untrained staffs

Taxi from Walton on Thames to Gatwick and back.
Communication excellent, both drivers polite, on time.
I would thoroughly recommend.
Definitely 10 out of 10

Polite. On time

Worst company
Pre booked a taxi for the next morning at 16.15 for £12.40. I get a phone call from some operator a woman saying the taxi will be 20min late the driver has a flat tire. At 6.30 I call the operator again as £14.88 have been taken out of my account. This woman is arguing with me that I'm wrong. I have my online banking in front of me. Rude and unprofessional. Never gonna book with them again. Not to mention it's the third time they're late. You should be ashamed of yourselves

This company is the worst the drivers rip u off over charge to line their pockets
wen u tell them u will make a complaint they tell you thats ok cos they no this company will fo nothing about it wen u do make a complaint nothing is done veezu is a much better company I really like them

Been using them for more than 3 years. Service is terrible, even got worst with the very poor cheap application they introduced. I don’t understand how I make/amend a booking via the app and they expect me to call the office again to confirm as they are unable to get the update. It has happened twice to me and I got charged without any service rendered. I got charged £10 yesterday after the driver left without picking my mum. Called the office and decided to speak with the so called manager and she was so unreasonable and unhelpful, wanting to get me off the phone as quickly as possible and not bordered about my query. I will never use their service again nor recommend. As they are very unprofessional with a terrible service

Taxi was prompt and comfortable, however, having paid online I was then told their prices were out of date and I needed to pay more. It cost me £80 for a 6 mile round trip for 6 people.

Extremely poor service and liars. Booked a taxi, was told will arrive in 15 minutes, taxi didn't show rang up & they said 20 minutes. Taxi finally turned up after 50 minutes. I Wish I could give them a zero. Be honest and tell people how long they have to wait so they can decided whether or not to wait or book another cab.

two families and they made to fit into a big van

The service was excellent. Both our drivers were very prompt and helpful. They were pleasant to chat with and our pickup driver was very patient as we were 45 minutes getting through customs. We had good contact with HQ who provided messages, times and the names of our drivers plus Registration and car type before pickup. I was so impressed with the efficiency and thoughtfulness of the company and their drivers.

I have been a customer for 10 years and have always had excellent service. I highly recommend Capital Cars!!

Very happy with service. Arrived on time. Helpful with heavy luggage. Polite and courteous.