Terms and Conditions for Our Taxis Services

It is the responsibility of the passenger to ensure that they select the appropriate type of vehicle to accommodate the required number of passengers and luggage. According to Uk's taxi regulation there is a maximum number of people and luggage that can be travelling at once in a vehicle:

• saloon car - up to 4 people, 2 large suitcases and/or 4 small (hand luggage) 
• estate car - up to 4 people, 4 large suitcases (mas 23 kg each) and/or 4 small (hand luggage)
• MPV/4x4 - up to 5 people, 5 large suitcases and/or 5 small (hand luggage)
• Minibus   - up to 8 people, 7 large suitcases and/or 8 small (hand luggage)

In accordance with UK trade regulations, the quote provided does not constitute a contractual agreement. It is intended to offer a preliminary estimate based on the minimum information required, including the number of passengers, amount of luggage, and the locations of departure and arrival. Please note that a quote is not regarded as a confirmed booking, and we will be unable to honor or retain the same fare for a period of 30 calendar days.

Prices quoted, agreed upon, and paid are contingent upon passengers being prepared to travel at the scheduled time. All prices are subject to change prior to notification due to unforeseen circumstances, cancellations, or modifications to the journey, including time or date of travel. The price will remain fixed unless an alternative agreement is made.

All phone bookings are processed with careful attention to detail to maintain accuracy. Please note that some calls may be recorded for training and verification purposes. We cannot be held liable for any inaccurate information provided by third parties or travel agents.

(I) We will send email confirmations to all customers who provide a valid email address at the time of booking. These confirmations will include driver details, car specifications, meeting point instructions, as well as the date and time of the service. This applies to all types of bookings, including those made via phone, web, WhatsApp, social media, in person, text, and third-party bookings on behalf of a customer. The emails will be sent by the Ground Transfers Booking Team from bookings@airportexpert.co.uk.

(II) It is the responsibility of the customer (passenger) to verify the accuracy of the information contained in the email confirmation or any other communication. Should there be any discrepancies or the need for updates, the customer must contact our office via email, WhatsApp, or telephone to amend their booking as necessary.

(I) Payment can be made using the following methods:

1. By card* or cash to the driver

2. BACS and bank transfers directly into our bank account

3. Prepayment in advance via credit/debit card online through an invoice* (an administrative fee will apply)

4. PayPal, either through our website or via a provided link (an administrative fee may apply)

(II) Please ensure that account payments are settled within 5 days of receiving the invoice to avoid any surcharges for late payments.

(III) Additionally, if your booking is outside our operational area (postal codes PO1 to PO11), we will require full payment in advance before the journey commences. A payment receipt will be provided.

(IV) Please be aware that payments made by card will incur an additional administrative fee of 1.8%. This fee applies to payments completed in the vehicle by card, through the invoice link, or via PayPal. However, there is no charge for bank transfers or cash payments.

In order to ensure the safety of our drivers and passengers, we have initiated a program for the random installation of security cameras in our vehicles. All online credit and debit card bookings will undergo a verification process, and passengers may be requested to present identification that corresponds with the payment method used. Additionally, Airport Expert Ltd reserves the right to suspend, refuse, or decline any payment deemed suspicious or unsafe.

(I) All airport pickups are permitted a complimentary waiting period of 60 minutes from the scheduled landing or docking time. Any additional waiting time will incur a charge of 25 pence per minute, with a minimum fee of £2.50. Charges for waiting time do not apply in the event of flight delays. 

(II) For pickups from residences, hotels, offices, and other locations, a grace period of 10 minutes from the scheduled pickup time is allowed. If this 10-minute window is exceeded, an additional charge of 25 pence per minute will be applied to the quoted fare, with a minimum fee of £2.50. 

Additional passengers and luggage may be accommodated with prior approval from the office, provided that the total does not exceed the capacity of the originally ordered vehicle type. If the additional items can be legally accommodated within the initially ordered vehicle, this will be at no extra cost. Please note that any vehicle upgrades will incur an additional fee.

Additional drop-offs and pickups will incur a "per-mile" charge, with a minimum fee of £10.00 for each stop within the PO1 to PO11 postcode areas. Addresses outside this area will be billed at a different rate per mile.

(I) A booking can be cancelled in advance by providing 12 hours' notice. Please note that a fee of £6.00 will be applied for any prepaid transfer that is cancelled. 

(II) For cash bookings, there will be no charges for cancellations made with more than 12 hours' notice before the pick-up time. However, if a booking is made with the intention of paying cash to the driver and is secured with a credit or debit card, the full fare will be charged for cancellations made within 12 hours of the pick-up time. 

(III) All cancellations of prepaid bookings notified within less than 12 hours prior to the pick-up time will not be eligible for a refund.

(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.

(III) This policy applies to all flights that are delayed by up to 90 minutes. Delays exceeding this timeframe 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.

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.

Refunds will be issued on the following grounds:

• Prepayment is required via credit card or debit card, and cancellations must be made at least 6 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.

No refunds will be issued for the following:

• Cancellations notified under 6 hours.
• If a passenger books the PHV for an incorrect 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 used the Service no refund will be consider in any case.

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 Ground Transfers 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 regarding our liability policy, please contact our Marketing, Media, and Public Relations team at info@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 while we offer child seats as a complimentary service, 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) Our vehicles are equipped with fresh water, Wi-Fi, newspapers, magazines, hand sanitisers, face masks, coffee, 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: 3rd January 2024