Terms and conditions of carriage

1. About us and these terms

1. 1.1 "We", "us" and "our" means Airport Transfers Service, 142 Chapel Lane, High Wycombe, Buckinghamshire HP12 4BY. You can contact us 24 hours a day on 0330 113 2910 or at bookings@airporttransfers-service.com.
2. 1.2 We are a private hire operator. Every journey is carried out by a licensed private hire driver in a licensed, insured vehicle.
3. 1.3 "You" means the person who makes the booking, and the passengers travelling under it. If you book on behalf of other people, you confirm that you have their agreement and that you will make them aware of these terms.
4. 1.4 These terms, together with your booking confirmation, form the agreement between you and us. If anything in your booking confirmation differs from these terms, the confirmation applies.
5. 1.5 If you are a consumer, nothing in these terms affects your legal rights under UK consumer law, including the Consumer Rights Act 2015.

2. Making a booking

1. 2.1 You can book online, by phone or, for business customers, through our corporate account portal. Your booking is confirmed, and our agreement begins, when we send you a confirmation email with a booking reference.
2. 2.2 Please check your confirmation carefully. You are responsible for giving us accurate details, including pickup and drop-off addresses, date, time, flight number, number of passengers, luggage and a mobile number we can reach on the day. If something is wrong, contact us straight away.
3. 2.3 Choose a vehicle with enough seats and luggage space for your group. For safety and insurance reasons, the driver cannot carry more passengers or luggage than the vehicle allows. If more passengers or luggage arrive than were booked, we may need to send a larger vehicle at extra cost, or the driver may be unable to complete the journey.
4. 2.4 Online bookings need a minimum amount of notice, shown on the booking form. For journeys at shorter notice, or for pickups within the next 3 hours, please call us to confirm availability.
5. 2.5 We may decline a booking, for example if we do not have a suitable vehicle available. If we cannot accept a booking you have paid for, we will refund you in full.

3. Prices and payment

1. 3.1 Our prices are fixed at the time of booking for the journey, vehicle and details you give us. The price will not change because of traffic, roadworks, diversions or the route the driver takes.
2. 3.2 The price may change only if the journey changes. That includes extra stops, a different pickup or drop-off address, extra passengers or luggage, a larger vehicle, or waiting time beyond the free period (see section 5). We will tell you about any extra charge before or at the time it arises wherever we can.
3. 3.3 You can pay online by debit or credit card or PayPal when you book. Where offered, you may also pay the driver by card or cash. Corporate account customers are invoiced (see section 11).
4. 3.4 If you pay online, the payment is taken when you book. Online payments are processed securely by our payment providers; we do not store your full card details.
5. 3.5 Any agreed extra charges, such as additional waiting time or airport parking beyond the free period, are payable on the day or will be charged to your account.

4. Meet & greet, child seats and extras

1. 4.1 Meet & greet is available on all airport and port pickups for £5, added at checkout. With meet & greet, your driver waits for you in the arrivals hall holding a name board and helps with your luggage. Without it, the driver will contact you on the mobile number in your booking to arrange where to meet.
2. 4.2 Child seats. UK law requires children to use the correct child restraint for their age, height and weight. Please request child seats, booster seats or infant carriers when you book and tell us the age of each child, so the correct seat can be fitted. Any charge is shown at checkout before you pay. You may also bring your own approved child seat.
3. 4.3 Extra stops can be added when you book, up to three per journey. Stops added on the day may be charged.
4. 4.4 Special luggage such as golf bags, skis, bicycles, wheelchairs or pushchairs must be declared when you book so we can send a vehicle with enough space.

5. Airport pickups, waiting time and parking

1. 5.1 Please give us your flight number when you book. We track your flight and adjust your pickup time if it lands early or late, at no extra cost.
2. 5.2 All airport and port pickups include 45 minutes of free waiting and parking time, starting from the scheduled pickup time. This allows time for passport control, baggage collection and customs.
3. 5.3 After the free 45 minutes, waiting time is charged at £5 for every 15 minutes, plus any additional car park charges.

1. 5.4 If you are delayed at the airport, for example by lost luggage or long queues at passport control, please call us on 0330 113 2910 so we can tell your driver.

6. Other pickups and no-shows

1. 6.1 For pickups from homes, offices, hotels and stations, please be ready at the booked time. Your driver will contact you on arrival. Waiting time may be charged at £5 for every 15 minutes after the booked pickup time.
2. 6.2 If the driver cannot find you and we cannot reach you on the contact details you gave us, the driver may leave once the free waiting period has ended. This is treated as a no-show, and the journey is charged in full with no refund.
3. 6.3 Before the driver leaves, we will always try to contact you by phone, using the number in your booking.

7. Changing your booking

1. 7.1 You can change your booking free of charge up to 24 hours before pickup by calling us, replying to your confirmation email or, for corporate customers, through the portal.
2. 7.2 If a change affects the journey, such as a different address, vehicle or number of passengers, the price may change. We will confirm any new price before making the change.
3. 7.3 We will try to accommodate changes made less than 24 hours before pickup but cannot guarantee them. If your flight time changes, let us know as soon as possible.

8. Cancellations and refunds

We understand that plans change. If you need to cancel, please contact us by phone or email as early as possible. The refund depends on how much notice you give before the booked pickup time:

1. 8.1 Cancelled flights. If your flight is cancelled by the airline, we will give you a full refund or, if you prefer, rebook your journey for a new date or time at no extra cost.
2. 8.2 Refunds are made to the original payment method. Once we have processed a refund it usually reaches your account within 5 to 10 working days, depending on your bank or card provider.
3. 8.3 Cancellation is measured from the time we receive your request, by phone, by email or through the corporate portal.

9. Our service and delays

1. 9.1 We will provide your journey with reasonable care and skill, and do our best to arrive on time. Journey times shown on our website are estimates.
2. 9.2 We are not responsible for delays or failures caused by events outside our reasonable control. Examples include severe weather, road closures, accidents, police or security incidents, or unusually heavy traffic. If such an event affects your journey, we will contact you as soon as we can and do what we reasonably can to get you to your destination.
3. 9.3 If we have to cancel your journey ourselves, or cannot provide it, we will give you a full refund of the amount paid for that journey.
4. 9.4 In rare cases we may need to send a different vehicle from the one booked. It will be of the same size or larger, at no extra cost to you.
5. 9.5 For journeys to an airport, please allow plenty of time for check-in and security. As a guide, aim to arrive 2 hours before a short-haul flight and 3 hours before a long-haul flight, and check your airline's deadlines.

10. Passengers, luggage and conduct

1. 10.1 All passengers must wear a seat belt where one is fitted, as required by law.
2. 10.2 Smoking and vaping are not allowed in our vehicles. Eating and drinking alcohol in the vehicle are not allowed without the driver's agreement.
3. 10.3 The driver may refuse to carry, or end the journey for, any passenger who is abusive, violent, under the influence of alcohol or drugs to a degree that puts safety at risk, or who behaves in a way that endangers the driver, other passengers or other road users. In these cases no refund is due.
4. 10.4 If a passenger soils or damages the vehicle, we may charge the reasonable cost of cleaning or repair, including loss of earnings while the vehicle is off the road.
5. 10.5 Assistance dogs are always carried free of charge. Other animals can only be carried by prior arrangement.
6. 10.6 If you or a passenger has accessibility needs, please tell us when you book so we can make sure a suitable vehicle is provided.
7. 10.7 Passengers are responsible for their own luggage and belongings during the journey. Please check the vehicle before you leave it.

11. Corporate accounts

1. 11.1 Business customers can apply for a corporate account online. Accounts are opened at our discretion and may be subject to a credit check and credit limit.
2. 11.2 Journeys booked on a corporate account are invoiced monthly, and invoices are payable within the terms agreed with your account. The account holder is responsible for all journeys booked by its authorised users.
3. 11.3 These terms apply to corporate bookings, together with any separate agreement we have with your organisation. If the two conflict, the separate agreement applies.
4. 11.4 Keep your account login details secure and tell us straight away if you think they have been misused.

12. Our liability to you

1. 12.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.
2. 12.2 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
3. 12.3 Where we are responsible for a delay or failure to provide your journey, our liability is limited to the price of the journey, plus reasonable, evidenced costs that were a foreseeable result. This does not apply where 12.1 applies.
4. 12.4 We are not liable for missed flights, trains, connections or appointments caused by events outside our reasonable control (see 9.2), or by incorrect or incomplete booking details. That includes the wrong date, time, address or flight number, or an unreachable mobile number.
5. 12.5 For business customers, we are not liable for loss of profit, loss of business or indirect or consequential loss.

13. Complaints and lost property

1. 13.1 If you are unhappy with any part of our service, please tell us as soon as possible by email at bookings@airporttransfers-service.com or by phone, quoting your booking reference. We will acknowledge your complaint and aim to resolve it promptly and fairly.
2. 13.2 If you leave something in one of our vehicles, contact us as soon as possible with your booking reference and a description of the item. We will do our best to locate it and arrange its return. Any return delivery costs are payable by you.
3. 13.3 We are not responsible for items left in vehicles, but we will handle any lost property we find with reasonable care.

14. Your personal information

1. 14.1 We use the personal information you give us to provide your journey. That includes names, contact details, addresses and flight details. It also covers contacting you about your booking, taking payment and meeting our legal and licensing obligations.
2. 14.2 We share your details only with the driver carrying out your journey, our booking and dispatch systems, our payment providers, and authorities where the law requires it. We do not sell your personal information.
3. 14.3 We handle personal information in line with UK data protection law (UK GDPR and the Data Protection Act 2018). Our privacy policy explains this in full. To ask about, access or correct the information we hold about you, email bookings@airporttransfers-service.com.

15. General

1. 15.1 We may update these terms from time to time. The version that applies to your journey is the one published on this page when you made your booking.
2. 15.2 If any part of these terms is found to be invalid or unenforceable, the rest of the terms remain in force.
3. 15.3 If we do not enforce any of our rights straight away, we can still enforce them later.
4. 15.4 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Last updated: 3 October 2026