Frequently Asked Questions

Northline provides pre-booked private hire services. Private hire vehicles cannot be hailed in the street or hired from a rank.

A request or quote is not a confirmed booking. It is accepted when Northline sends a booking confirmation or an authorised staff member confirms it.

Before travel, the confirmation will include the vehicle registration, driver’s first name, driver’s private hire licence number and, where you can receive it, a driver photo.

The fare uses the full route, date, time, passengers, luggage, stops, vehicle and known access costs. Guide fares are indicative; the confirmed fare is shown during booking.

Where a valid flight number is supplied, Northline may monitor published flight information and adjust dispatch. Tell us about cancellations or diversions. Included waiting and parking are stated in the confirmation.

Yes. The default proposed cancellation schedule is free over 24 hours, 25% at 6–24 hours, 50% at 2–6 hours, and 100% inside 2 hours or for a no-show, unless different terms were shown and accepted at booking.

A child seat is provided only where specifically requested and confirmed. Tell us the child’s age. The booking adult remains responsible for deciding whether the restraint is suitable.

Yes, without an additional charge, except where the allocated driver holds a valid medical exemption. Tell us at booking so the journey can be arranged correctly.

Accessibility requirements must be discussed before confirmation. A wheelchair-accessible vehicle is provided only if specifically confirmed.

Use the dedicated complaints or lost-property page. Call 999 for immediate danger or a crime in progress.

Northline has a separate SEND enquiry pathway. Driver, vehicle, assistant, safeguarding and contract requirements are agreed for the specific route before service starts.