Terms and Conditions
Terms and Conditions
Airport City Transfers is the trading name for Cappy Gadgets LTD
1.1 You will automatically receive a ‘Airport City Transfers Journey Acknowledgement’ email for the journey(s) you have paid for. You are responsible for checking that the details received to us are correct.
1.2 You will manually receive a ‘Journey Details’ email when the journey has been assigned to a driver. This will contain the pick up instructions and the driver’s telephone number. Airport City Transfers will not refund you if you have forgotten to take this with you.
1.3 Airport City Transfers does not accept any responsibility in any way for missed flights for whatever reason i.e. traffic delays, accidents, breakdowns, severe weather conditions or any unforeseen circumstances.
1.4 We advise passengers to plan to arrive at the airport 2 hours prior to flight departure to allow for possible unpredicted delays on route to or from the airport. Airport City Transfers will not take responsibility for any passengers missing their flight if two hours check in time was not allowed. You are free of course to arrange to get to the airport for a time of less than 2 hours prior to flight departure, however Airport City Transfers accepts no responsibility for any missed flight due to this.
1.5 All passengers are advised to have adequate travel insurance prior to booking.
1.6 No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport.
1.7 Airport City Transfers does not accept any responsibility in any way if the passenger/luggage requirements exceed the capacity of the vehicle booked. If you are unsure about the capacity of the vehicle booked please contact Airport City Transfers customer services team immediately by calling our office or via email – firstname.lastname@example.org
1.8 For passenger safety, insurance and taxi/private hire licensing regulations, all luggage must be stored in the boot/trunk of the vehicle. Luggage cannot be stored on passenger seats or footwells. Please ensure to take this into account when choosing a vehicle. If your luggage exceeds the boot/trunk capacity of the vehicle booked, your driver cannot continue with the trip. We will try to send an additional vehicle however, if we don’t have one available, your booking will be cancelled and no refund will be issued.
1.9 Airport City Transfers reserves the right to refuse carriage of animals (excluding guide/service dogs) which were not agreed at the point of booking. All animals must be secured in a suitable transport box/crate. Airport City Transfers accepts no responsibility for costs incurred from a failure to abide by these terms.
1.10 The exact route of your journey is down to the driver’s discretion on the day of travel, alternate routes may be requested and will be assessed by the driver on a case by case basis.
1.11 Please ensure you give us your arrival times and day in to the UK and not your departing information. We do not monitor flight information for outgoing flights.
1.12 If your flight has any serious delays please inform us as soon as possible.
1.13 Airport City Transfers use their own transport wherever possible but do use sister companies and/or third party companies where appropriate, such as UBER or other trusted local private hire operators.
1.14 Airport City Transfers reserves the right to provide an upgraded car type from the original selected if your chosen vehicle is unavailable.
1.15 Reservations made for service on the following timings and dates will be subject to fare and a half which will already be displayed: 00:00 24th December to 23:59 26th December, 00:00 31st December to 23:59 2nd January.
1.16 If we are unable to fulfil your booking request, we will notify you as soon as possible and you will receive a full refund to your card of the full amount you have paid. This may take 1-3 business days to appear in your account (depending on your bank). Airport City Transfers does not accept any responsibility in any way and does not compensate if you incur additional charges as a result of organising alternative transport.
POLICIES & NOTICES
2.1 On journeys collecting from an airport, as standard, Airport City Transfers allows all passengers one (1) hour maximum from the flight landing to meet with their driver. After this, waiting time is charged regardless of reason, at £25 per hour pro-rata. This will be payable to your driver directly. Your driver reserves the right to refuse travel to passengers who refuses to pay additional waiting time. Please refer to our refund policy.
2.2 No compensation will be offered if the the customer is ready earlier than planned and has to wait to the scheduled collection time for the driver to arrive.
2.3 Airport City Transfers will assume you wish for a ‘standard’ collection unless otherwise informed in writing in advance of the journey by email to admin@airportcitytransfers.Co.uk
2.4 Waiting time for all other journeys will be charged at £5 per every 15 minutes from the scheduled collection time. Waiting time charges will be payable to your driver directly. Your driver reserves the right to refuse travel to passengers who refuses to pay additional waiting time. Please refer to our refund policy.
3.1 Whilst we do everything in our power to be on time for your booking, there may be reasons out of our control that will make a driver run late.All bookings will be subject to a‘Grace Period’ if your driver is running late for their booking, allowing them additional time to arrive at the pick up location and complete your trip.
3.2 On journeys collecting from an airport, we will apply a one hour (1) grace period. If you don’t wait for your driver and organise alternative transport, your booking will be marked as cancelled and no refund will be issued. If your driver hasn’t arrived at the pick up location after the grace period has elapsed and you organise alternative transport, please call our office to inform us. You will be issued a refund to your card of the full amount paid. This may take 1-3 business days to appear in your account (depending on your bank).
3.3 On journeys not collecting from an airport, we will apply a fifteen minute (15) minutes grace period. If you don’t wait for your driver and organise alternative transport, your booking will be marked as cancelled and no refund will be issued. If your driver hasn’t arrived at the pick up location after the grace period has elapsed and you organise alternative transport, please call our office to inform us. You will be issued a refund to your card of the full amount paid. This may take 3-5 business days to appear in your account (depending on your own bank).
4.1 Your booking will be marked as a ‘No Show’ if you fail to turn up for your booking. Your driver is required to wait fifteen (15) minutes after scheduled collection time. We will make reasonable efforts to contact you. After this time, they will be permitted to leave. If you make contact and ask your driver to wait longer than 15 minutes, waiting time will apply. Please note that if your driver’s schedule doesn’t allow for waiting past the 15 minute limit, they will be authorised to leave and your booking will be marked as ‘No Show’. Please refer to our refund policy.
5.1 All Tolls and Carpark Charges are included in the instant online quotes.
6.1 Any amendment must be made via an email or by telephone to us to which you will receive an email confirming the amendment. Amendments must not be made with your driver. Please contact us with amendments as soon as possible. Amendments made with 2 hours or less from scheduled collection time may not be accommodated.
6.2 If you miss your flight, please call our office as soon as possible to let us know. Unfortunately we cannot refund passengers who miss their flight. You may be able to recover your costs by contacting your travel insurance.
6.3 If your flight is cancelled within 4 hours of your booking time we will not be able to refund you or rearrange the booking. You may be able to recover the costs by contacting your travel insurance.
7.1 All bookings must be made through the office either via the website, telephone or e-mail. In this way confirmations are sent out and the journey is insured.
Cancellation & Refund Policy
8.1 Airport City Transfers will accept any cancellation as long as 24 hours notice is provided. There will be a £7 or 10% (whichever is higher) administration / transaction charge per journey. All cancellations must be made via an email to which you will receive confirmation by us.
8.2 If you do not receive an email from Airport City Transfers confirming the cancellation, then we have not received it. In this case please call our out of hours number which is
Refunds will not be issued in the following circumstances:
8.5 No refund is made if the passenger does not show up for bookings or if your driver cannot wait longer than 15 minutes after your booking time.
8.6No refund is made for cancellation of a booking with less than 24 hours notice provided or afterwards. An exception to this is if you have booked within 24 hours of your booking, then you will be entitled to your refund minus 10% or £7 whichever is higher.
8.7 No refund is made if you have requested to amend your booking with 4 hours or less to booking time, in which we are unable to accommodate such change or if your driver has already set off to the pick up location. This also applies if your flight has cancelled we will not be able to refund or change your booking to another day. You may be able to claim your travel insurance.
8.8 No refund is made if you don’t wait for your driver and organise alternative transport before the ‘Grace Time’ has elapsed.
8.9 No refund is made if your luggage exceeds boot/trunk capacity of vehicle booked.
8.10 No refund is made if your driver refuses travel where passengers refuse to pay accrued waiting time charges.
8.11 No refund is made if your driver refuses travel if passengers are intoxicated through alcohol/drugs.
8.12 No refund is made if your driver refuses travel where passengers are verbally or physically abusive. We will prosecute any passenger who is abusive towards our staff.
8.13 All other circumstances where a refund may be possible should be addressed directly with Airport City Transfers’s customer services.
9.1 Any complaints regarding service should be raised in writing with our office, preferably by reply to your confirmation email. All complaints must be submitted within 30 days of the event giving rise to the complaint.
9.2 Please note that some calls may be recorded for quality and training purposes.