Terms and Conditions

Ground transfers is a travel  and executive airport transfer brand and trade-name. 

The website www.groundtransfers.co.uk is used to arrange pre-booked transport services.

In Hampshire, bookings are accepted and managed by the licensed private hire operator authorised by Havant Borough Council and for South Wales by Newport City Council.

Airport Expert Ltd provides website strategy, administrative, marketing and customer communication support for the Ground Transfers brand.

It is the customer's responsibility to advise and select a vehicle that is suitable for the number of passengers travelling and the amount and size of luggage being carried.

(I) Vehicle capacity guide 

The vehicle capacities below shown are provided as a general booking guide:

Saloon Car

Up to 4 passengers

Up to 2 medium suitcases and 2 cabin-size bags, or equivalent. Subject to their dimension.

Up to 2 large suitcases and 2 cabin-size bags, or equivalent. Subject to their dimension.

Estate Car

Up to 4 passengers

Up to 4 medium suitcases and 4 cabin-size bags, or equivalent. Subject to their dimension.

Up to 3 large suitcases and 4 cabin-size bags, or equivalent. Subject to their dimension.

Minibus/MPV

Up to 8 passengers

Up to 8 medium suitcases and 8 cabin-size bags, or equivalent. Subject to their dimension.

Up to 7 large suitcases and 8 cabin-size bags, or equivalent. Subject to their dimension.

(II) Luggage Size Classification

For the purpose of selecting the appropriate vehicle, Ground Transfers classifies standard luggage as follows : 

Cabin Bag - up to approximately 55 x 40 x 23 cm, typically weighing up to 10 kg.

Medium Bag - up to approximately 70 x 48 x 31 cm, typically weighing up to 20 kg.

Large Bag - up to approximately 81 x 56 x 35 cm, typically weighing up to 25 kg.

Oversized Luggage - Any suitcase, bag or item exceeding the dimensions of a Large Suitcase, or any unusually shaped item requiring additional luggage space.

(III) The weight references above are provided as a general guide only. For vehicle capacity purpose, the physical dimensions and volume of the luggage are the primary consideration, rather than its actual packed weight.

(IV) The capacities above are guidelines and not guaranteed luggage configurations. Suitcases described by manufacturers or passengers as "medium" or "large" can vary considerably in dimensions.

(V) Customer must provide accurate information regarding the number of passengers and luggage when making a booking. Customers must inform us in advance if travelling with:

- oversized unusually or shaped luggage;

- more luggage than shown within our standard capacity guide;

- pushchairs and prams;

- wheelchairs or mobility equipment; 

- golf clubs or sport equipment;

- bicycles or bicycle boxes;

- skis and snowboards;

- musical instruments; or

- any other bulky or specialist items. 

Such items are not considered standard suitcases when determining vehicle capacity and may require a larger or additional vehicle.

(VI) Where the vehicle selected by the customer is unsuitable because the number, size or type of luggage or number of passengers was not accurately declared at the time of booking. Ground Transfers will make reasonable efforts to provide a suitable alternative vehicle. Any vehicle upgrade, additional vehicle, additional journey, waiting time or other seasonable cost resulting from incorrect or incomplete passenger or luggage information will be payable by the customer/passenger. Alternative vehicles are subject of availability and cannot be guaranteed at short notice or at the time of collection.

(VII) Ground Transfers and its drivers reserve the right to refuse any passenger or luggage configuration that would exceed the vehicle's permitted capacity, interfere with the safe operation of the vehicle, obstruct the driver's visibility, prevent the proper use of seats or seat belts, or otherwise make the journey unsafe or unlawful. Where the journey cannot be proceed because of the customer provided inaccurate or incomplete passenger or luggage information, the booking will be treated as a No Show  (see No Show Terms), and the applicable cancellation terms will apply.

(I) Any quotation provided is based on the information supplied by the customer at the time of the enquiry, including the date and time of travel, pickup and destination locations, number of passengers and luggage, vehicle type and any additional requirements disclosed to us.

(II) Unless otherwise stated in writing, a quotation is valid for 7 calendar days from the date it is issued and remains subject to vehicle and driver availability at the time of the booking is made.

(III) Receiving a quotation does not constitute a confirmed booking and does not reserve a vehicle, driver, date or time. A booking is only confirmed once Ground Transfers has accepted the booking and the customer has received a Booking Confirmation from us.

(IV) Where information supplied by the customer is inaccurate, incomplete or materially than actual journey requirements, we are reversing the right to recalculate the fare before accepting or carrying out the amended service.

All prices quoted, displayed and charges by Ground Transfers are in Pound Sterling (GBP).

(I) The price confirmed by us is based on a journey details provided by the customer at the time of the booking, including the time and date, pickup and destination locations, number of passengers and luggage, additional stops and any other service related.

(II) Once the booking is confirmed, the agreed fare will remain fixed provided that the journey is carried out in accordance with the details originally booked. The fare may be recalculated where the customer subsequently requests or requires a material change to the booking, including:

- a change to the date or scheduled pickup time;

- a change to the pickup or drop off location;

- additional stops;

- a different vehicle type;

- additional passengers or luggage that require change of vehicle;

- additional parking, airport, toll, congestion or other charges resulting from customer-requested change other than already agreed.

(III) Passenger Readiness

The fare agreed assumes that passengers will be ready to travel at the confirmed pickup time, subject to any complimentary waiting time included within these Terms & Conditions.

(IV) Flight Delays

Where an airport pickup is affected solely by a flight delay not greater than 3 hours and the original flight details provided by the customer remain unchanged, the journey will be carried within the terms already agreed at the time of the booking. Any waiting time or parking charges will be dealt with in accordance with our Flights and Extra Charges (see the T&Cs). 

(I) Bookings may be made by telephone with Ground Transfers. Customers are responsible for providing complete and accurate journey information. Following a telephone booking, we will issue a Booking Confirmation email using the contact details provided. Customers are responsible for checking the confirmation carefully and notify us as soon as possible of any incorrect or missing information.

(II) Where the details show on the booking confirmation accurately reflect the information provided during the call, we will not be responsible for errors resulting from inaccuracies, incomplete or misleading information. Any subsequent correction or change to the confirmed booking may be treated as a booking amendment and will be subject to our Booking Amendments policy.

(III) Call Recording

Telephone calls to and from Ground Transfers may be recorded for quality assurance, staff training, dispute resolution, security and verification of booking information. Where calls are recorded, recording will be handled in accordance with our Privacy Policy and applicable UK data protection legislation. 

(IV) A phone booking is not confirmed solely because a telephone conversation has taken place. The booking becomes confirmed once it has been accepted by Ground Transfers and a Booking Confirmation has been issued.  

(I) Once a booking has been accepted, a Booking Confirmation will be issued to the customer using the contact details provided at the time of the booking. Booking Confirmations may be sent by email, WhatsApp, SMS or another communication method used in connection with the booking.

(II) A booking is considered confirmed once it has been accepted by an operator and a Booking Confirmation has been issued. Driver and Vehicle details are not required for a booking to be considered confirmed. This applies regardless of how the booking is made.

(III) Driver allocation & Journey reminders

Driver details are normally provided separately once a driver has been allocated for the journey. This will include the driver's name and contact number, vehicle details and registration number, together with street name, pickup place and area of the pickup (we will not include the door numbers or postcodes), drop off locations and meeting point instructions.

Driver allocation take place a day before travelling date, after 17:00PM (UK time) and the driver or vehicle allocated may be changed where operationally necessary. Where a change is made, Ground Transfers will provide updated details as soon as reasonably practicable. 

(IV) Customer responsibility

Customers are responsible for checking their Booking Confirmation promptly upon receipt and ensuring the journey all  information is correct. Any error, omission or required amendment should be reported to us as soon as possible. 

(V) Non-receipt of Confirmation

If a customer believes they have made a booking but not received a Booking Confirmation, they should contact Ground Transfers as soon as possible to verify the status of the booking. An enquiry, quotation, payment request or other correspondence does not by itself constitute confirmation of a booking unless Ground Transfers has expressively accepted the booking and called the communication a Booking Confirmation, providing a booking ID.

(I) Accepted Payment Methods

Ground Transfers may accept payment using one or more of the following methods, depending on the type of booking:

- Credit or debit card;

- Cash/Card paid directly to the driver, where this option has been authorised for the booking;

- BACS or bank transfers directly to Ground Transfers bank account;

- Secure online payment link or digital invoice;

- An approved Ground Transfers Business Account.

(II) Payment Requirements

Unless otherwise agreed in writing, Ground Transfers reserves the right to require full or partial payment in advance in order to confirm or retain a booking. Certain bookings may require full payments in advance, including but not limited to:

- journeys originating outside or normal operating areas (NP18 to NP20 and PO1 ro PO11);

- long-distance journeys;

- multiple vehicles booking;

- higher-value bookings;

- bookings made at short notice;

- booking requiring specialist vehicles or arrangements; and 

- any booking where advance payment is considered reasonably necessary due to the nature of the journey.

Where advance payment is required, the customer will be informed before the booking is confirmed or, where applicable, within the payment instructions supplied by Ground Transfers.

(III) Payment to the Driver

Where a booking has been authorised for the payment directly to the driver, payment must be made in full at the completion of the journey unless otherwise agreed in advance. Drivers are not authorised to negotiate or alter the agreed fare on behalf of Ground Transfers, except additional charges properly arising under these Terms & Conditions.

(IV) Business Accounts & Invoicing

Approved business or corporate account customers may be permitted to travel on account and receive an invoice following the journey, or this will be directly cleared by the relevant department as per an initial terms or agreement in between the two parties.

Unless alternative payment terms have been agreed in writing, invoices issued to approved business account customers must be paid within 5 calendar days or as per terms of invoice.

(V) Late or Overdue Payments

Ground Transfers reserves the right to suspend or withdraw account facilities where invoices become overdue. Future bookings may require payment in advance until the account has been brought up to date. For qualifying business-to-business transactions, Ground Transfers reserves its statutory rights in relation to late commercial payments, including any applicable interest and recovery costs.

(VI) Card & Electronic Payments

Ground Transfers do not impose a payment surcharge on consumer credit or debit card payments. Where a payment service provider, bank or card issuer applies its own charges, currency conversion fees or other costs directly to the customer, these charges are outside the control of Ground Transfers and are not included on our quoted/booking fare.

(VII) Outstanding Payments

Any outstanding amount relating to a booking, including authorised additional waiting time, additional stops, parking, tolls, vehicle upgrades, charges incurred due customer's deliberate or unintentional behaviour that impact the quality of the vehicle and other charges properly incurred under these Terms & Conditions, remain payable by the customer. Where an amount remains unpaid, we may decline to accept further bookings from the customer until the outstanding balance has been settled. 

Ground Transfers takes reasonable measures to protect customers, drivers and the business against fraudulent transactions, unauthorised payments and other suspicious activity.

(I) Payment Verification

Credit and debit card payments, online transactions and other electronic payments may be subject to security and fraud-prevention checks. Where reasonably necessary, Ground Transfers or its payment service provider may request additional information or verification before accepting or completing a booking. 

(II) Third-Party Payments

Where a booking is paid for by a person other than the passenger travelling, we may request additional verification from the person making the payment. 

(III) Suspicious and Unauthorised Transactions

We reserve the right to temporarily withhold confirmation, request additional verification, decline a payment method, refuse a transaction or cancel a booking where there are reasonable grounds to suspect fraud, unauthorised use of a payment method, identity misuse or other unlawful activity. Ground Transfers may also cooperate with payments providers, banks, law enforcement agencies or other competent authorities where required or permitted by law.

(IV) In-Vehicle Cameras

For the safety and security of passengers and drivers,vehicles provided by Ground Transfers are equipped with dash-cams, CCTV or other in-vehicle video and audio recording systems. The devices may record the road, the exterior and/or the interior of the passenger compartment.  Further information regarding the collection, use, retention and disclosure of personal data, including video recording where applicable, is available in our Privacy Policy. 

(I) Standard Pickups

For pickups from residential addresses, hotels, offices, businesses and other non-airport or non-port locations, Ground Transfers provides 15 minutes of complimentary waiting time from the confirmed scheduled pickup time. After the complimentary waiting period has expired, waiting time will be charged at £0.25 per minute, subject to a minimum waiting charge of £2.50. Customers are expected to be ready to travel at the time confirmed in the Booking Confirmation. Where a passenger has not made contact with the driver or with office and cannot be located after a reasonable waiting period, the booking may be treated as a No-Show in accordance with our No-Show Policy.

(II) Airport Pickups

All airport pickup bookings include 60 minutes of complementary waiting time, calculated from the actual flight landing time, rather than the original scheduled landing time. Drivers will make reasonable efforts to monitor the flight using publicly available flight information platforms and will adjust the collection time accordingly. After the 60-minute complimentary waiting time has expired, additional waiting time may be charged at £0.25 per minute, subject to a minimum charge of £2.50. Any additional airport parking charges incurred as a result of a waiting beyond the complimentary period will also be payable by the customer.

Waiting charges and parking charges are separate charges.

Where a flight is delayed before landing, the 60-minute complimentary waiting period will automatically commence from the actual landing time and no waiting-time charge will be imposed solely because the flight landed later than originally scheduled. 

(III) Seaport & Cruise Terminal Pickups

For pickups from seaports and cruise terminals, we provide 30 minutes of complimentary waiting time from the confirmed collection time. Where the vessel  is delayed and we have been provided with sufficient notice time and accurate information to reasonably monitor the arrival, customers will not be charged waiting time. 

(IV) Passenger-Caused Delays

Complimentary waiting time periods are provided for reasonable collection delays and do not entitle passengers to intentionally postpone their agreed pickup time. Where a passenger asks  the driver to wait beyond the applicable complimentary waiting period, or where the passenger is delayed for reasons unrelated to monitored flight or vessel delay (e.g. baggage delays, airport staff shortage, duty free shopping, coffee breaks), the applicable waiting charges will apply. Where a substantial delay would affect the driver's subsequent bookings or working-time availability, Ground Transfers cannot guarantee that the driver will be able to wait indefinitely. 

(V) Parking, Tolls & Other Charges

Unless expressly stated as included in the confirmed fare, additional parking charges, tolls, congestion charges, airport or port access charges, or similar third-party charges arising as a direct result of a customer-requested amendment, additional stop or extended waiting time may be payable by the customer.

(VI) Night-Time Surcharge

A £5 night-time surcharge applies to journeys with a scheduled pickup time between 00:00 and 05:45, inclusive of journeys to and from airports, ports or other locations. The surcharge is determined by the confirmed pickup time, not the time at which the journey finishes. Where the booking is subsequently amended and the new pickup time falls within the night-time surcharge period, the surcharge will become applicable. All times are based on the local time at the pickup location.

(I) Any increase in the number of passengers or amount of luggage after a booking has been confirmed must be notified to Ground Transfers as soon as possible and before the journey takes place. Additional passengers or luggage may be accommodated without charges where:

- the total number of passengers remains within the licensed passenger capacity of the vehicle booked;

- the additional luggage can be safely accommodated within the vehicle's available luggage compartment; and

- no change of vehicle or other material alteration to the booking is required.

All luggage remains subject to the size and capacity guidance set out in our Vehicle Type & Luggage Capacity. Vehicle upgrades are subject to availability and cannot be guaranteed, particularly where additional requirements are notified at short notice or at the collection time.

(II) If additional passengers or luggage are presented at the time of the pickup without prior notification and cannot be accommodated in the vehicle allocated and present, the driver is not required to carry them.

Where no suitable alternative vehicle is available, Ground Transfers will not be responsible for being unable to transport passengers or luggage that were not declared as part of the confirmed booking.

(I) Any additional pick-ups, drop-offs or intermediate stops that were not included in the original confirmed booking must be requested and approved by Ground Transfers. A fixed charge of £10 per additional stop will apply where the additional stop:

- is located within our standard operating areas of PO1-PO11 in Hampshire or NP18-NP20 in South Wales; and 

- results in an additional journey distance of no more than 7 miles.

Where an additional stop results in more than 7 additional miles, falls outside the postcode areas specified above, or otherwise materially changes the original journey, the £10 fixed charge will not apply. The additional journey will instead be recalculated based on additional distance, time and operational requirements involved, and the customer will be informed of the applicable fare.

(II) Additional stops are subject to availability and must not be assumed to be accepted until confirmed. Where additional stops are required during the journey, the driver must contact the office for approval before proceeding; we reserve the right to refuse or decline. Any additional fare must be paid using a payment method authorised. 

We understand that travel plans may change. Customers should notify Ground Transfers as a cancellation as soon as reasonably possible. A booking may be cancelled by contacting us by telephone, email, WhatsApp or Facebook page. A cancellation will take effect once it has been received or confirmed by Ground Transfers.

(I) More Than 24 Hours Before Pickup

Where a booking is cancelled more than 24 hours before the confirmed pickup time, no cancellation charge will normally apply. Where the journey has been prepaid, any amount paid will be refunded to the original payment method, less any reasonable non-refundable costs already incurred (£6) specifically in connection with the booking, where applicable and permitted by law. 

(II) Between 12 and 24 Hours Before Pickup

Where a booking is cancelled between 12 and 24 hours before the confirmed pickup time, we may apply a cancellation charge of up to 50% of the confirmed journey fare. This reflects the short notice provided and the reasonable costs and losses that may arise where a vehicle and driver have already been allocated and the reserved period cannot reasonably be reassigned to another booking.

(III) Less Than 12 Hours Before Booking

Where a booking is cancelled less than 12 hours before the confirmed pickup time, Ground Transfers will be charged 100% of the confirmed fare, where this reasonably reflects the costs and losses arising from the late cancellation. 

(IV) Prepaid Bookings

Where a prepaid booking is cancelled, any applicable cancellation charge will be deducted from the amount already paid and any remaining balance due to the customer will be refunded to the original payment method. 

(V) Cash or Pay-To-Driver Bookings

The cancellation policy applies equally to bookings arranged for payment directly to the driver. Where a cash or card payment to the driver booking is cancelled within a chargeable cancellation period, we may request payment of the applicable cancellation charge an authorised payment method. The fact that payment was due to be made to the driver does not remove the customer's responsibility fr any applicable cancellation charge.

(VI) Driver Allocation

(I) We continuously monitor flight status; however, there are instances where flight information may not be accessible, particularly with private flights or certain domestic flights that cannot be tracked due to communication errors between airport servers. In such cases, obtaining information from online sources may not be possible. 

(II) If a passenger wishes to take a later flight, we will accommodate this request at no additional cost. We will monitor the flight and arrange for pickup upon your arrival. The passenger is responsible to inform us as such.

(III) This policy applies to all flights that are delayed by up to 90 minutes. Delays exceeding this time frame may lead to the cancellation of the booking. We kindly ask that you inform the office as soon as you are aware of any delays, along with the new estimated arrival time.

(IV) For flights delayed by more than 90 minutes, the passenger must contact our company or the assigned driver to provide updates, ensuring we can arrange timely pickup.

(V) In cases of early, late, or rescheduled departures, passengers must notify the driver immediately of the revised pickup time. Since passengers have access to real-time information, this allows us to explore alternative pickup options.

(VI) If a passenger does not inform the company of their new arrival time and date during a significant delay, Ground Transfers will classify the journey as a No Show (please refer to the No Show policy), and a refund will not be issued.

(VII) In the event that a passenger misses a flight or a connecting flight, this information must be communicated to us immediately so that we can notify the driver not to proceed to the airport (for long-haul flights) or to enter the airport (for local flights). In such cases, the prepaid journey will be refunded after deducting a 5% fee for bank charges. However, if we do not receive any contact from the customer, a refund will not be granted.

(VIII) We are unable to influence delays caused by factors such as queues at passport control, slow baggage claims, lost property issues, passenger assistance needs, or passengers visiting duty-free shops or smoking areas. As a result, any additional charges incurred for parking will be the responsibility of the passenger and will be payable at the pickup point to the driver. Please note that the car park fee includes the first 60 minutes, as stated in section 8/I of the Waiting Time Charges.

A "No Show" is defined as follows: 

(I) If a passenger has booked a private hire car with us and does not meet the driver at the scheduled pick-up time, this applies to all locations including airports, homes, hotels, and other addresses. This situation includes instances of incorrect booking dates or times. 

(II) If the passenger fails to contact us to provide an update on their arrival status at the airport, port, train station, or any other specified address, this will also be classified as a no show, resulting in the driver being released from the booking. 

(III) Please note that all bookings that are prepaid by credit or debit card will not be eligible for a refund in the event of a no show.

(I) Refunds will be issued on the following grounds:

• Prepayment is required via credit card or debit card, and cancellations must be made at least 12 hours prior to the scheduled pick-up time.
• If a passenger misses their flight and notifies us in advance via email, text, or telephone, and obtains a cancellation number.

All cancellations are subject to minimum fee of £6.00.

(II) No refunds will be issued for the following:

• Cancellations notified under 12 hours.
• If a passenger books the Private Hire Vehicle (PHV) for an incorrect time, date, flight number, or other inaccurate information, it is the customer's responsibility to verify the details in the booking confirmation.
• If the passenger left the pick up point without informing us for any reason whatsoever.
• Once passengers use the service, no refund will be considered.

The driver will select the most appropriate route to the destination by considering various factors, including traffic conditions, travel time, road closures, and diversions. The drivers are professionally trained to navigate multiple routes efficiently. Customers are expected to respect the driver's judgment regarding route selection and not to insist on routes that may be inconvenient in terms of travel time. The company maintains a zero-tolerance policy for any form of abuse directed towards drivers or office staff.

(I) The company does not accept liability for the following: severe traffic delays, road closures, extreme weather conditions, and unconfirmed transfers without a booking reference number. 

(II) Given the nature of the service provided, any concerns regarding the driver or vehicle should be addressed prior to the departure of the journey. 

(III) Ground Transfers shall not be liable for delays or failures in performance resulting from causes beyond the company’s reasonable control. 

(IV) Passengers are responsible for any mess made within the vehicle, and a cleaning fee may be assessed if the vehicle's condition is altered. 

(V) If the driver is not present at the designated pickup point on time, the customer must contact either the driver or the company. We will not assume responsibility if the customer fails to reach out in a timely manner, which may hinder our ability to arrange an alternative vehicle promptly. 

(VI) It is against the law to consume alcohol, use drugs, or smoke in any of our vehicles. Passengers should refrain from eating in the vehicle at any time. The cleaning fee will vary depending on the circumstances of each incident. 

(VII) Any devices within the vehicle are under the driver’s ownership and control. Customers should not request that the driver modify any functions of these devices, including the stereo, radio, dashcam, remote, or any other equipment. 

(VIII) For more information please contact the Marketing, Media, and Public Relations team at office@airportexpert.co.uk.

(I) Our prices will experience a 100% increase on the following dates: December 24th*, 25th, 26th, and 31st*, as well as January 1st. This adjustment is necessary due to the limited availability of drivers during the holiday season. To secure your booking on these dates, we will only accept "Prepaid Transfers."

(II) Please be informed that we do not offer child seats as a complimentary service anymore, and their provision is subject to availability. We strive to ensure that child seats are available; however, we cannot guarantee their suitability for your child or availability for your journey. The usage of child seats is entirely at the passenger’s discretion, and we cannot be held responsible for their use.

(III) The vehicles comes equipped with fresh water, Wi-Fi, newspapers (on prior request), magazines (on prior request), hand sanitisers, face masks (on prior request), coffee (on prior request), and refreshments. Please note that the availability of these amenities is at the driver's discretion, although we encourage all drivers to offer them on every journey.

TERMS & CONDITIONS

Last Updated: 4 January 2026