PAYMENT
What is the purpose of pre-authorisation and when is it used?
A pre-authorisation is simply a hold of a certain amount placed on your card. This is similar to giving a credit card when you check into a hotel. We ask your bank to set aside a certain amount to cover your journey. It is not a payment though it may appear as such in your online banking. This usually happens for your first few journeys, when you add a new card, and in other similar cases. Pre-authorisation is applied each time to journeys of Guests, it stops after gaining Membership access.
I’ve received a bank alert saying Blitz Cabs has charged me more than the journey’s cost, why is that?
Your bank may have sent you a message about a charge from Blitz Cabs, but this is just the pre-authorisation — your account hasn’t been debited yet. Some banks may call this a “charge”, but most now call it a “hold” or “pre-authorisation”. Rest assured you will only ever be charged for journeys you take.
How does the pre-authorisation process work?
When you book your journey, Blitz Cabs asks your bank to set aside a certain amount on your card. This is not a charge, but a pre-authorisation for the expected cost of your journey. If the journey costs more than the pre-authorised amount, Blitz Cabs may ask for an increase in the set-aside amount. When your journey ends, the final cost is taken from the pre-authorised amount, and Blitz Cabs quickly releases any leftover money back to your card. If the journey costs more than the pre-authorised amount, the extra amount is charged. The time it takes to release the hold varies by bank. Most banks return the released money immediately, but some might take a few days, so we ask for your patience as this process may take up to 5 days, depending on your bank. If this delay continues, we suggest reaching out to your bank to expedite the hold.
I booked a journey for tomorrow, but Blitz Cabs has already charged the cost, why?
If you’ve booked a journey in the future, the pre-authorisation might appear a few hours before the journey begins to secure the cost. Rest assured that this is not a charge, just a hold on your card that will be released after the journey.
What happens if I cancel the journey?
If you cancel within the first 5 minutes after your chauffeur starts heading to your pickup point, there’s no charge and the full pre-authorised amount is returned. However, if you cancel later or once your chauffeur has arrived, a cancellation fee, reflective of the selected fare class, will be taken from the pre-authorised amount. Any remaining balance will be promptly released back to your card. For more details.
How do I leave a gratuity for my chauffeur?
If you leave a five star rating, you are given the option to ‘Compliment Your Chauffeur’ where you can also add a gratuity. You can do this as soon as the journey is completed, or later by going to your Journey History.
What gratuity can I add?
You can add 10%, 15% or 25% of the journey fare.
Will my chauffeur receive the full amount?
Yes, absolutely. The entire gratuity is paid directly to the chauffeur.
Will my receipt show the gratuity?
Yes, your receipt includes the entire fare including gratuity.
You can pay for journeys with a credit card or a corporate credit card. Chauffeurs do not accept cash.
Fares for pickup points outside the city boundaries are based on a set out-of-city tariff. Base fare, price per mile, and minimum fare all differ from those of the regular city tariff. Please check Cities and Fares for the official city boundaries and fares.
No, any parking charges and tolls will be added separately to your final fare.
To unlink a card from your account, open the menu at the top left of the Blitz Cabs app, tap Payment, select the relevant card, then tap Remove.
From the app menu, tap Payment, then Journey Receipts, and then set the toggle. You will then receive a pdf receipt by email after every journey.
Can Blitz Cabs send receipts directly to my company’s finance team?
Receipts for corporate card journeys can be sent to your business email or directly to your finance team. Go to Payment > Journey Receipts > Corporate Cards, then enter the relevant email address.
How can I find a receipt for a previous journey?
From the app menu, tap on Journey History, then the relevant journey, and finally View Receipt.
There are a couple of ways you can update your payment method.
You can manage your payment methods in the Payment section of the menu:
Go to the main menu —> Payment —> choose your preferred payment method —> tap Use for Payment.
You can also change your preferred payment method when requesting a journey. You will see an icon displaying your current payment method at the bottom right of the screen. Please tap the icon to choose a different payment method, which will then become your default option.
Additionally, you can update your payment method for a scheduled or active journey: tap Edit Journey —> Change Payment —> choose your preferred payment method.
To link a credit card to your account, open the menu at the top left of the Blitz Cabs app, tap Payment and then Add Card.
Type in your card details, or use the camera to scan your card.
Corporate accounts are added automatically. If you wish to use a corporate credit card, your profile must contain your work email address.
Whenever you link a new credit card, your account will be charged £1. This anti-fraud measure verifies that your card is active and you will receive an immediate refund.
BOOKING
Blitz Cabs does offer the option to request black cars only. Open the app menu at the top left, select View Profile and then turn on the Black Cars Only toggle. Please note that enabling this option may increase waiting times.
Open the Blitz Cabs app.
Select your service level.
Enter your pickup address. In most cases, your location will be automatically identified, but you can also enter the address manually or drop a pin onto the map.
Enter your destination; confirm the booking by tapping Request a Chauffeur or scheduling it in advance by tapping Schedule a Journey icon right below the drop off address field. You will then receive the details of your chauffeur and the vehicle registration number in the app as an SMS or push notification.
For advance bookings, you will receive the details 20 minutes or so before your scheduled pickup time.
If you cancel a journey within 5 minutes of booking it is free of charge.
If you cancel any later or after your chauffeur has arrived, you will be charged a cancellation fee based on the service level requested. See Cities and Fares for more details.
Yes. Open the app and request a journey as usual, entering the name of the city in the pickup search box.
Many cities have streets with identical or very similar names, so entering the city first will help to avoid any confusion.
You can use the Comments box to add any specific instructions you may have for your chauffeur.
For example, if you’re not sure the pin on the map marks your exact pickup point clearly enough, use Comments to add additional details.
If you live in a gated community, you can let your chauffeur know a contact number to call a security guard in advance of arrival.
Yes, you can use your Blitz Cabs account to request a chauffeur for family, friends and others.
Request a journey as usual.
Tap the Book for Another Person icon on the far right-hand side.
Specify the passenger’s name and phone number by selecting them from your contacts or entering them manually.
Confirm the booking.
The passenger will receive a notification with the journey details, the chauffeur’s contact details, and the vehicle’s registration.
Yes. Once you have requested your first vehicle, open the main menu by tapping the icon at the top left. Then simply tap Request Another.
Only Members can book more than two journeys, Guests are limited to 2 journeys only.
Open the Blitz Cabs app.
Select your service level.
Enter your pickup address. In most cases, your location will be automatically identified, but you can also enter the address manually or drop a pin onto the map.
Enter your destination; confirm the booking by tapping the Schedule a Journey icon on the left.
For advance bookings, you will receive the details of your journey, such as the name of your chauffeur and their vehicle registration, approximately 20 minutes before your scheduled pickup time.
You will see the waiting time when you open the app to request a journey. This is based on the distance between you and the nearest available chauffeur as well as current traffic conditions.
The number of available chauffeurs is always higher in city centres and popular locations such as airports, train stations, hotels, and business centres. Waiting times may be longer out-of-town.
PAYMENT ISSUES
Please contact our Customer Service team in-app by clicking on Contact Customer Service or emailing support@blitzcarz.co.uk. Blitz Cabs fares are calculated automatically: if the fare is incorrect, you will be fully reimbursed.
The most likely reason is that your bank requires you to enter the CVC/CVV code for each separate online transaction. Please contact your bank to remove this restriction.
Any issues with linking a specific credit card to your account may be down to security. Credit cards must meet the following requirements:
Card number and cardholder name must be embossed, not printed.
Your card level must be Standard, Classic, or above. Blitz Cabs does not accept Electron or Momentum cards.
The card must be issued in the same country as that of your mobile phone number.
We were unable to charge the card linked to your account. Please try again or use a different card.
SERVICES
How much does Blitz Cabs Membership cost?
Our membership status is extended to our most loyal passengers at no additional cost. Access can only be earned by qualifying.
What criteria do I need to meet to access Blitz Cabs Membership?
You must either accept an invitation from an existing member or complete at least 15 personal journeys within a six-month period. These completed journeys must be requested on your personal Wheely account in order to qualify. You can track your eligible journeys in the Membership section of the Wheely app.
What are the key features of the New First Class Vehicles?
These Mercedes-Benz S-Class W223 vehicles are complete with extra legroom, a long wheelbase for greater comfort, a panoramic sliding sunroof, reclining seats, privacy blinds, and amenities like FIJI water, Oshibori refreshing towels, and an Acqua Di Parma car diffuser. Moreover, standard Business Class features — including branded paper tissues, disinfecting wipes, and chargers for both iPhone and USB-C — remain a part of this elevated experience.
Where is New First Class available?
New First Class is available in Dubai, London and Paris.
Where is Concierge available?
Concierge is available in London and Paris.
How do I renew my membership?
Membership is re-evaluated every six months and automatically renewed for those who have taken 15 journeys over the last evaluation period. You can track your current membership status and expiration date in the Membership section of the Wheely app.
What is available for non-members?
All Wheely clients still have access to all essential features, including Business, First and XL Classes, to ensure perfect airport pickups and guest journey experiences.
How can members share privileges with friends and loved ones?
Members can offer up to three memberships. Every invitation sent to someone who has never experienced Wheely before comes with a complimentary journey worth up to £100/ €100/ 500 AED, depending on the region. Once each recipient completes their first journey, we will also credit the first member’s account with a complimentary journey of their own (up to a total of three journeys).
How do I redeem an invitation to Wheely Membership?
To redeem your invitation, either follow the link shared by your contact or enter the invitation code manually in the Wheely app (Membership → Become a Member). The invitation cannot be applied if you are an active or former member.
Do members who joined through the invitation have different privileges?
All members enjoy the same privileges regardless of how they earned access. The only difference is the membership period — 3 months for invited members and 6 months for those who completed 15 journeys within 6 months. To extend the status beyond the 3 month period for invited members, they must complete 15 journeys over that time. Once they do, they will receive the privilege of sharing their status and a complimentary journey with their trusted contacts.
What will happen to Wheely for Business customers?
Wheely for Business customers who hit a certain threshold will receive access to the same benefits as Wheely Membership. Please reach out to your account manager for more information.
What is Blitz Cabs Concierge?
Blitz Cabs Concierge is a feature designed to help make life run as smoothly as possible. It allows you to request a reliable and trusted Blitz Cabs chauffeur to take care of everyday errands.
Can anyone use Blitz Cabs Concierge?
Blitz Cabs Concierge is only available to passengers who have made 15 journeys or more with Blitz Cabs.
How do I use the feature?
Once you have access to the service, simply open your app, select the Concierge tariff, and leave relevant instructions by clicking on the ‘Add a comment’ icon.
How do Blitz Cabs Concierge fares compare to other tariffs?
Basic fares are charged at the same rate as Business class.
What kind of errands does Blitz Cabs Concierge handle?
Blitz Cabs Concierge can take care of almost any and every kind of everyday task. Fetch a laptop from the office, pick up a prescription from the pharmacist, collect a meal from your favorite restaurant, transport your pet to the vet, or buy and deliver a present to a loved one.
Are there any restrictions for deliveries?
The maximum weight of any package is 20 kg unless agreed otherwise with your chauffeur.
The maximum value of any item should not exceed £350.
Blitz Cabs Concierge cannot transport any items that are subject to legal restrictions such as weapons and flammable or poisonous objects.
Can I ask Blitz Cabs Concierge to make a purchase on my behalf?
Blitz Cabs Concierge can make purchases of up to £350. This limit is set for security reasons.
How do I pay for a purchase?
The cost of any purchases will be added to the final fare together with a 3% commission to cover bank transactions. All purchases will be itemised in your receipt, with payment taken from the card linked to your account as usual.
What is your policy on the purchase of age-restricted items?
Blitz Cabs Chauffeurs can purchase and deliver age-restricted items on your behalf, but in line with the Challenge-25 initiative, you may be asked to present a valid photo ID to confirm your age.
You can contact Wheely Customer Service using in-app chat: open the main menu and select Customer Service and then Open Chat.
You can also email support@blitzcarz.co.uk, or get in touch by phone:
London:
Paris:
Dubai:
Russia:
Blitz Cabs offers fixed-fare transfers to and from all airports. You can find out the exact fare for each class level on the Cities and Fares page or by scheduling a transfer in your app.
How do I book a transfer?
You can request a transfer from the airport on demand when you land. Or book in advance to make sure your chauffeur is waiting for you in Arrivals.
To book an advance transfer from the airport, tap Airport pickup on the home screen. Then simply enter the flight number and departure date. Any changes in your flight will be tracked automatically.
What is automatic flight tracking?
Automatic flight tracking keeps your chauffeur up to date with any changes to your flight. So you will be met on time whether you land on, behind, or even ahead of schedule.
What to do if I haven’t found the flight number but the flight exists?
Flight tracking usually covers all major airlines and regular flights, but not some charter and business flights. If the app can’t find your flight, simply enter the airport, terminal, and pickup time. You can also add the flight number in the comments, which your chauffeur will track manually to meet you on time.
Can my chauffeur meet me in Arrivals with a name-board?
If you would like your chauffeur to meet you in Arrivals, simply check the Meet and Greet option and specify the name you would like to see on the name-board.
If you do not select the Meet and Greet option, your chauffeur will call after landing to arrange a meeting point.
How long will my chauffeur wait?
All transfers both to and from the airport include one hour of complimentary waiting time. On the way to the airport, this starts from the pickup time. On the way back, it starts once the flight has landed. So if there are any delays at baggage reclaim or queues at border control, don’t feel the need to rush.
Please note
In London, fixed fares are calculated from the borough you are travelling to or from. In addition, paid parking and tolls will be added to your final fare.
Blitz Cabs XL service allows you to book a spacious Mercedes-Benz V-Class with enough room for five passengers and a full holiday’s worth of luggage. Ideal for a weekend trip to the country, taking guests to a wedding party, or transporting staff to an offsite meeting.