TERMS OF CARRIAGE
Any Airport transfer booking undertaken by Express
Airport Transfers is subject to the following terms of carriage and the customer shall
be deemed to have accepted our terms of carriage once a booking has been made
by customer and has been accepted by Express Transfers (online / offline).
YOUR DETAILS
It is very important that all the detail that you have given us
is accurate. We therefore advise all our customer's to please check &
ensure that they have given us right date & time of arrival + right flight
number and that the credit card information submitted to us is correct and
valid as we cannot be held responsible for any reservation(s) cancelled/
rejected / not guaranteed due to invalid/incorrect/declined credit card/travel
details.
AIRPORT PICK-UP PROCEDURE
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Unless otherwise advised, the meeting point with the driver is
always the AIRPORT INFORMATION DESK in the Arrivals Hall at all terminals and
airports.
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Incoming flights are monitored 24 hours using airport,
television or Internet information services.
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Customer’s arriving with long haul flights should not expect
their driver to meet them inside the terminal building earlier then 40 minutes
from the actual time of flight landing. We allow 40 minutes time for the
immigration, customs and for luggage claim. However, during these 40 minutes
your driver remains on standby outside the terminal building.
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Customer’s traveling with hand luggage only must inform us via
email or by phone in advance, since they are likely to come out earlier. We
will arrange for a driver to be inside the terminal building within 20 minutes.
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On the day of your arrival, we will try and adjust schedules to
the actual landing time (as the flight may be delayed or arriving earlier) so
that these times are maintained but this cannot be guaranteed, particularly if
a flight lands early.
WHAT TO DO WHEN YOU ARRIVE
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Your driver will meet you inside the arrivals hall (once you
have been cleared through the Customs & Immigrations and have claimed
your luggage).
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The driver will be carrying your name-board and shall meet you
by the Airport Information Desk. However, if you happen to come out early and
cannot locate your driver, please be patient and do not leave the airport /
terminal building.
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If you experience any difficulty in locating your driver, you
are requested to contact us on our Free Phone Number:0800 583 3535(using the
local telephone box – no money is required for making this call) for assistance
before making alternative arrangements. Customer's leaving the airport without
making any contact with our Control Centre shall not be deemed eligible to
claim a refund.
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Customer(s) arriving with long haul flights, specially at
Heathrow Airport terminal 3 and 4 are likely to face long line up and delays
while getting cleared through the immigrations and customs.
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Upon your arrival, if you happen to face such delay, please
contact our Control Centre by calling on our Free Phone Number: 0800 583 3535
(using the local telephone box – no money is required for making this call) and
inform us about your situation.
WAITING TIME (AIRPORT TRANSFERS)
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The standard waiting/parking time covered in our quotation &
Transfer Cost is up to a maximum of 90 minutes from the actual landing time of
your flight, as would be confirmed by BAA Flight Information Service.
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In cases where a customer fails to show up after the 90 minutes
of flight landing and we have not received any communication or instructions
from the customer, the driver shall pull off from the terminal. Remember, we
have no way of knowing whether you are on a flight - airlines will not tell us
(Data Protection Act). The respective booking will then be considered as a NO
SHOW (that means NO REFUND will be made). A courtesy phone call could therefore
save you a lot of money!
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However, if we do receive your communication within 90 minutes,
we will extend the waiting time and the driver shall remain inside the terminal
until a contact has been made. However, in such case additional waiting and
parking charges will have to be borne by the customer and shall be debited from
the customer’s credit card to cover the extra costs involved. Therefore, all
customer's are sincerely advised to call us on our Toll Free Number: 0800 583
3535 and notify about any delays they may have to face upon their arrival at
Heathrow, Gatwick, Stansted, Luton and City Airports.
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For the hotel pick-up, a 20 minutes grace period is given as an
allowance from the actual pick-up time and is absolutely free. This is done in
good faith bearing in mind that a customer may face some delays during their
checking-out from the hotel or for any other reason. However, a waiting time
thereafter will be charged @ £4.00 per 15 minutes once the grace period has
elapsed.
TRANSFER COSTS
Your transfer cost includes all taxes. This also includes 1 hour
& 30 minutes parking fee at the airports/train stations + up to 90 minutes
waiting time. Additional parking fee and waiting time shall be added to your
transfer cost (where applicable). Please feel free to contact us directly to
verify any additional charges that might occur. Our aim is to provide good
quality service to our customer's keeping the costs to their minimum level.
However, in some cases the costs may increase due to additional parking fee,
additional waiting time, extra drop offs, extra pick-ups and extra luggage. Please
remember, all credit card payments are subject to a transaction charge @ 3%
above total cost. If you wish to avoid paying a transaction charge you may pay
in cash to the driver upon your arrival (by prior arrangement only) please let
us know by return email to:
travel@expressairporttransfer.co.uk
CASH PAYMENTS
If you intend to pay by cash for your transfer, you must contact
and notify our Booking Management immediately either by phone or via email:
travel@expressairporttransfer.co.uk
Generally, drivers are NOT ALLOWED to obtain cash from the
customer's on a/c of transfer costs, except the tips.However, we strongly
recommend all customer's to obtain a RECEIPT duly signed by the driver's for
the payment you have made in cash. We reserve full right to ask you to produce
a duly signed RECEIPT in exchange of any REFUNDS claimed. Please remember, we
are unable to make any REFUNDS if a customer fails to produce a RECEIPT.
AMENDED FLIGHTS
Please advise amended flights immediately on our 24 hour
emergency phone line: 0044 208 577 3565. There is no charge for
changing flight details if the change is in advance of our vehicle leaving to
attend the respective flight number given. If however, we are informed
after the vehicle has left there will be a full charge for the original
transfer booked. Another vehicle will only be supplied to attend another flight
on pre-payment of another fare in full.
DIVERTED FLIGHTS
We do not divert vehicles to substitute airports. Diversions are
very rare and it is standard practice for airlines to arrange for passengers of
diverted flights to be transported/transferred back to their original
destination airport. Please call 0044 208 577 3565 and tell us your estimated
time of arrival as soon as you know, and before you set off for the original
destination airport. A vehicle will not be allocated to meet you until we hear
from you. Passengers choosing not to return to the original airport will be
regarded as having cancelled their transfer within 24 hours and will be
responsible for their alternative transfer arrangements and costs.
CANCELLATION CHARGES
Within 24 hours of pick up or landing time will incur 100%
charge. Cancellations with more than 24 hours notice are without charge EXCEPT
for American Stretch Limo. American Stretch Limo is charged at Full Charge if
cancelled within 7 days.
LUGGAGE
Every vehicle has a physical limit to the amount of luggage it
can carry. We allocate vehicles on the assumption that each
passenger is traveling with 1 average size suitcase and 1 piece of hand luggage
(aircraft cabin size). If you have over-size luggage or any EXTRA luggage,
kindly inform us immediately. Customer’s travelling with extra luggage may have
to pay additional charges, which may be debited from their credit card.
DISCLAIMER
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Express Airport Transfers (UK) Ltd accepts NO responsibility for
any loss or damage to the luggage or any other item (howsoever such loss or
damage may be caused).
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Traveling time to the destinations situated in and around London
can vary and depend on the traffic situation. The company cannot accept any
responsibility for delays howsoever caused.
ONBOARD RESTRICTION
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All customer's are requested, not to consume any food/drink
items on board the vehicles. Spilling or dropping of any food item inside the
vehicle can cause a vehicle to be sent for cleaning. Cleaning charges may be
added on to your transfer costs and may be debited from your credit card.
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No smoking to be observed during the whole journey.
COMPLAINTS
In the event of any complaint/claim against the company, Express
Airport Transfers will require the complaints/ claim in writing from the customer no
later than 5 (five) working days from the alleged incidence.
