Terms and Conditions

Selection of the Right Vehicle

The passenger or the booking agent is responsible for the selection of the right type of vehicle to accommodate the number of passengers and luggage. If you need to change your vehicle type after booking, email us at booking@gbairporttransfer.co.uk at least 24 hours prior to the scheduled pickup time

Understanding the Pricing

Our quoted price covers everyone in the chosen vehicle, not on a per-passenger basis. The type of vehicle, the number of passengers, the amount of luggage, and the distance between your sites all affect the cost. We base our pricing decisions on the most economical path. If you decide to take a different route, you’ll be liable for any additional fees, including any additional distance, tolls, waiting time, and fuel.

Booking via Phone

We accept and handle phone reservations around the clock. We handle all bookings with great care and attention. It is important to be informed that some reservations may be logged for training and verification purposes. However, we cannot be held responsible for any incorrect information provided by third parties.

Confirmation of Booking

All reservations, whether made over the phone or online, will be confirmed by email. If you don’t receive a confirmation email within 30 minutes of booking, please give us a call or send us an email to check the status (be sure to check your spam folder first). It is crucial to confirm your return pickup reservation by phone or email at least 24 hours before the scheduled collection time and no later than 72 hours in advance for passengers who have made round-trip reservations. Failure to do so could result in cancellation, and even if you paid in advance, no reservation will be issued for the return trip. 

Please email us to make special arrangements if you anticipate trouble reconfirming the return trip, even if you’ve paid in advance. If you anticipate difficulties with reconfirming the return journey, please make special arrangements by emailing us to receive the confirmation email, along with your return journey booking reference number. Please note that we reserve the right to cancel bookings made within 12 hours of the pickup time.

Payment Options

We offer a couple of payment options:

  • Pay directly to the driver.
  • Prepay using a Credit/Debit Card via Paypal or Worldpay merchant service. For debit/credit card payments using Paypal/Worldpay, there will be an additional charge of £5.00 for fares up to £100.00. There will be a 5% premium applied to fares over  £100.00.

Prevention of Fraud

At gbairporttransfer, we prioritize the safety and security of our drivers and passengers. To maintain this commitment, we have implemented several measures:

Security Cameras 

For the safety of all parties involved, we have randomly installed security cameras in our vehicles. These cameras are in place to ensure a secure and comfortable environment for both drivers and passengers.

Credit and Debit Card Verification

All credit and debit card bookings are subject to thorough verification and fraud screening. This step is essential to maintain the integrity of our payment processes and protect the interests of our customers.

Charges for Waiting Time

We offer a free waiting period of 40 minutes starting at the time of landing or the scheduled pickup time for airport and cruise port pickups. Beyond this initial grace period, waiting time incurs a minimum fee of £5.00 and a cost of 20p per minute. 

When a flight is delayed by up to an hour, we accept this without charging extra. However, for delays exceeding 2 hours, there is a charge of 20p per minute (minimum £5.00). This fee accounts for the effort required to extend the allocated driver’s waiting time. If such an extension is not agreed upon, we may proceed with the cancellation of the allocated driver and attempt to reallocate the job to another driver. In cases where all efforts are in vain, the booking will be canceled in accordance with our cancellation policy. 

For pickups from homes, hotels, offices, and other venues, passengers are allowed a grace period of 10 minutes from the actual booked time. Beyond this grace period, waiting time charges will be incurred at a rate of 20p per minute, with a minimum charge of £5.00, added to the quoted fare

Additional Passengers and Luggage

If you wish to add additional passengers or luggage beyond the initially agreed-upon capacity of the vehicle, this can be arranged with the permission of the gbairporttransfers controller. However, such additions must not exceed the maximum capacity for the specific vehicle type you have booked.

Additional Pick-ups and Drop-offs

For additional drop-offs and pick-ups, charges will apply based on the per-mile rate, along with an £8.00 fee for each pick-up or drop-off.


Bookings can be canceled in advance by either party providing at least 12 hours notice. For prepaid transfers that are canceled, a full refund will be provided, with a deduction of a 5% administration fee from the total fare.

In cases where the company initiates the cancellation, a full refund will be issued to the passenger without any deductions. 

For cash bookings, there are no cancellation charges if notifications are made at least 12 hours before the scheduled pickup time. However, bookings made on the basis of cash payments secured with a credit card or debit card will be charged the full fare in the event of cancellations reported within 12 hours of the pickup time.

Cancellation charges include a minimum 10% administration fee, and 5% bank charges, and are applied as follows for passenger-initiated cancellations:

  • Cancellation made before 12 hours: 100% of the fare will be refunded, minus 15%.
  • Cancellation made between 6 to 12 hours: 75% of the fare will be refunded, minus 15%.
  • Cancellation made between 3 to 6 hours: 50% of the fare will be refunded, minus 15%.
  • Cancellation made within 3 hours or less: No refund will be provided, as the driver would have already been allocated.

These policies ensure a fair and transparent approach to cancellations and related charges. 

In Case of Missed Flights

In the event that a passenger misses their flight, we request immediate notification to gbairporttransfers customer support. This notification allows us to take prompt action, ensuring that our driver does not proceed to the airport for the scheduled pick-up. 

If the journey was pre-paid, we will initiate the refund process in accordance with our refund policy detailed below. Alternatively, should the passenger prefer to reschedule their trip to accommodate a later flight, we are delighted to provide this service at no additional cost.

No Show

A “No Show” situation occurs under the following circumstances:

  • If a passenger fails to meet the driver at the agreed-upon pick-up time after renting a private vehicle from us. Pickups from private addresses, such as residences, hotels, and other private venues, are included in this. Bookings that include inaccurate date and time information also fall under this category. 
  • When a passenger schedules an airport pickup but does not appear for the driver’s arrival in the arrivals area. After the airplane has landed, our drivers will wait in the arrivals area for up to one hour and thirty minutes. It will be deemed a “No Show” if the passenger does not arrive on time, does not get in touch with the driver or our customer care, or does not offer updates on their arrival status. 

Additionally, for all bookings made online or over the phone, with a basis of payment to the driver in cash, but secured with a valid credit or debit card, the full amount will be charged in the event of a “No Show.”

Please note that bookings pre-paid by a credit or debit card will not be eligible for a refund in the case of a “No Show.”

Factors Affecting Selection of Routes

Our drivers select the route to your destination by taking into consideration various factors, including traffic conditions, estimated travel time, road closures, and diversions. Rest assured, our aim is to provide you with the most efficient and timely journey possible.

Our Accountabolity as Operators

  • gbairporttransfers operates as a marketplace for taxi and cab bookings, facilitating ground transportation services through partnerships with various service providers. Our goal is to ensure our customers have the best possible travel experience.
  • In the event of unforeseen circumstances occurring less than 3 hours before the scheduled pickup time, such as the assigned driver’s vehicle breaking down, we make every effort to provide an alternative solution. This may involve utilizing other available drivers or sub-contracted providers. If such options are not feasible or could lead to delays, passengers have the option to arrange alternative transport. In such cases, we commit to refunding the full amount paid and reimbursing the differential fare for alternative transport, upon submission of proof of payment.
  • If, at the last minute, our driver is unable to fulfill the booking, we assist passengers in finding alternative transport arrangements. Passengers are required to pay the fare in cash and submit the receipt for reimbursement, which will be handled by our company.
  • We cannot be held responsible for any financial losses, missed flights, train departures, ship departures, or missed meetings resulting from the car not arriving for pickup on time. This includes scenarios involving adverse weather conditions, vehicle breakdowns, traffic congestion, road closures, restricted access areas, and event-related disruptions. Situations, especially during midnight events with heavy crowds and extensive diversions, can be challenging to control.
  • In the event of unexpected incidents like those mentioned above, we will promptly inform the customer of any delays. It is then the passenger’s responsibility to decide whether to wait for our car’s arrival or make alternative travel arrangements.
  • We accept no responsibility for loss or damage to property, regardless of the circumstances.
  • We cannot be held responsible for inaccuracies or incorrect booking information provided by the customer.
  • We accept no liability for situations beyond our control, such as severe traffic delays, road closures, extreme weather conditions, or other unforeseeable events.
  • We accept no liability for bookings made with less than 6 hours notice. We reserve the right to cancel such bookings if we are unable to provide service due to the short notice.

Discounted Rates

Please be informed that our rates will increase by 60% on the following days:

December 24th, December 25th, December 26th, and January 1st.

Due to the restricted driver availability during these busy seasonal times, this adjustment is required. We offer child seats as a convenience, but even while we make every effort to make sure they are available, we cannot guarantee that they will be suitable for your child or that they will be available for your trip. The decision to use a child seat is entirely up to the passenger; we are not responsible or liable for how they are used.

Card Declining During Transaction

Please be aware that gbairporttransfers will not reject your card if it is declined during the payment process. For a number of reasons, the problem can be with your bank or card provider. We strongly advise speaking with your card issuer or bank to find a solution.

Refund for Wrong or Duplicate Payments

Please contact our Customer Service at 0203 7400 533 or send an email to info@gbairporttransfer.co.uk in the event of an incorrect (overpayment) or duplicate payment. Our accounting team will verify the overpayment or double payment with the necessary documentation before processing the refund. Your satisfaction is our first priority, and we work hard to quickly resolve any payment issues.