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Prime Cars has regularly provided excellent service to us over the years. However on Christmas morning (2024) my step-daughter, her partner and 5 month old baby ordered a cab from NW5 to Heathrow Terminal 5 (booking ref: TX 129879) Half way through the journey, the Prime Cars driver stated that because they didn't have cash to pay for the journey, they would have to stop at a cashpoint to get cash. My step daughter has paid Prime Cars by card in the past. Luckily, my wife and I were driving in our car behind and we had the cash to pay the driver. This situation was totally unacceptable and my step daughter should have been told before the journey that cash was required. A detour to a cashpoint with a baby in tow is extremely inconvenient. I hope in future Prime Cars will tell us before taking one of their cabs whether cash payment is required.

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