Terms and conditions.
On this page you will find everything you need to know about us and the terms and conditions that apply to all of our airport transfer bookings.
About us. These terms and conditions are governed by English law and apply from when we provide you with a booking reference, either by phone or on the website. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. When we talk about ‘we’, ‘us’, etc, we mean Airport Cars International Limited (company number: 12460583) 73 Cornhill, London, United Kingdom, EC3V 3QQ.
These terms only apply to airport transfer bookings made directly through our website, app, or via the AirportCars.com contact centre. We act as a booking agent for the companies that provide or operate the travel products we sell on our website. Your contract for the provision of airport transfers will be with the applicable provider of them, and they have their own terms and conditions which are available upon request.
If you need to contact us for any reason you can email us or call us on +44 (0)20 4520 9984. We’re open from 09:00 to 20:00 on weekdays and 09:00 to 17:00 at the weekend.
Before you book your transfer with AirportCars.com
Please take the time to read the airport transfer service information carefully so that you book an airport transfer that is suitable for you.
We regularly review the service information displayed at our website so our customers can feel confident it is up-to-date but if you find anything that’s not completely accurate in our information, please tell us as soon as possible.
The companies that provide the airport transfers we sell will have their own terms and conditions, which will also apply to you. We can get you a copy of these if you need one, just ask, but we’ll try to make you aware of anything you need to know. Once you book, our role is as an intermediary between you and the service provider, sharing the booking details to the provider and sending you a booking reference number by email on behalf of the provider.
All prices include VAT and are constantly updated so we can give you the best deal available at the time. A price we’ve offered you may go up or down if you come back to book later. Make sure you book the package you want when you see it, so we can guarantee you’ll pay the price you’ve seen. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.
If you use a discount code when looking at our products, the discount will be noted on each airport transfer it applies to. If you want to take advantage of your discount, make sure you book a transfer that states your discount can be applied.
We will endeavour to pass on all special requests to the Supplier. If you have any special requests, please let us know at the time of booking, however, we cannot guarantee that they will be met and we will have no liability to you if they are not.
Before you travel
Make sure you read your booking confirmation thoroughly to be sure that what you’ve booked is suitable for you and take it with you when you travel. If you don’t follow the instructions we give you, we may not be able to refund you any additional costs you’re charged as a result.
If you have any problems on the day, please let the airport transfer provider know so they can help you. If you don’t let them know, we may not be able to help you later on. We can help you communicate with the airport transfers service provider to resolve any issues, however any claims in relation to the transfer must be made against them and will be subject to their terms and conditions.
Changes and cancellations
Sometimes we may have to make changes to your booking after you have made it. Should this happen, we’ll notify you as soon as we’re able. You can find a copy of your booking here.
Cancelling or Amending a booking: You can change the name, flight number, and telephone number on your booking free of charge. All other booking amendments will require the booking to be cancelled and rebooked. Cancellation is free of charge up to 72 hrs before pick up. Cancellations within 72 hours will be charged at 100% cancellation fee.
There is no administration fee to amend however if there is a difference in the cost between your cancelled and new booking then the difference would be chargeable.
On the day of travel
Be sure to take your booking confirmation with you (either as a printout or by using the my.airportcars app) and the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the airport transfer provider know who you are. Make sure that you leave enough time to get to your departure gate as we can’t help you if you miss your departure because you’re running late.
If you have any problems on the day, please let the team at the airport transfer provider know so they can help you. If you don’t let them know, we may not be able to help you later on. As a booking agent we will only be liable to you for losses directly arising from our negligence in booking the airport transfer service. Any claims relating to the delivery of the airport transfer service must be made against the service provider. Advising them of an issue at the time is therefore important.
Events beyond our control
Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the airport transfer service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).
Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.
You should review the airport transfer service provider’s terms and conditions to understand what liability there is in the event of a cancellation due to these circumstances. If your booking was made via a travel agent that becomes insolvent and has not paid us for your booking, we will cancel your booking and you will be required to pay us again in full should you wish to continue. You may have rights under the travel agent’s ATOL or ABTA bonded scheme, and should contact the travel agent or the scheme itself for refunds. We recommend that all travellers have comprehensive travel insurance.
We will of course do our best to offer you support as our valued customer in the event of any of these circumstances happening where we can, and will offer guidance on our website in the event of these out of the ordinary events occurring.
When you get home
We hope you were delighted with your airport transfer experience. If you had any problems at all with the services you’ve booked through us, please contact our Customer Experience team and we’ll do our best to put things right. Please send us copies of any relevant receipts or documents you have.
You can get hold of us via email or send a letter to: Customer Experience, Airport Cars International Limited, 73 Cornhill, London, United Kingdom, EC3V 3QQ
After you get home, we’ll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us to ensure the customer experience is a good one.