Terms & Conditions

All bookings are subject to these Terms & Conditions. Bookings are complete and binding when the confirmation is received, whether verbally or in writing, and when the required deposit is received from the client (if required), at which time the deposit becomes non-returnable.

In these conditions, “UK Airport Express” shall refer to “UK Airport Express (Trading name of Go Travel App LTD).” All transactions on Stripe links will be processed by our partner company VTSOL INC.

UK Airport Express (or its agents, servants, or subsidiaries) shall not be liable for any loss suffered by any customer or passenger caused by accident or road traffic delay. This matter will be between the group leader, the passengers traveling, and the contractor (driver). Please remain seated whilst the vehicle is in motion.

UK Airport Express does not give, nor is anyone authorized to give on its behalf, any express or implied warranty or representation regarding any bookings.

Cancellation and Alteration Rights

UK Airport Express shall be permitted to:

• (a) Cancel, suspend, alter, or withdraw any travel, transport, accommodation, or other service booked if unable to fulfill the journey for any reason. In the case of such a cancellation or suspension, a full refund will be made of all monies paid for the facility cancelled, suspended, or withdrawn. UK Airport Express will inform the client and provide notice before travel. Reasons for cancellation and refund may include vehicle breakdown, unavailability of the driver, or unforeseen circumstances; however, UK Airport Express will make every effort to arrange a suitable alternative. UK Airport Express will not be liable for any extra costs incurred for last-minute arrangements, whether made by UK Airport Express or the client.
• (b) Refuse to carry or accommodate any person without providing a reason for such refusal.

Charges and Liability

Charges in all transactions will be based on prices prevailing when the facility is used and are subject to alteration without notice should rates of exchange or fares alter. Any damage caused to the vehicle or its fittings by any member of the party or group, whether willfully or by negligence, shall be the Hirer’s responsibility, who shall repay UK Airport Express or, in most cases, directly to the company contracted, the cost of repairs for such damage and any losses or downtime of the vehicle which are the natural and direct consequences of the act that caused the damage.

UK Airport Express or its contractor may make a claim against the client for any costs and expenses incurred as a result of their behavior (e.g., the cost of diverting the vehicle). Criminal proceedings may also be initiated by UK Airport Express or its contractor against the client.

As a booking agent, UK Airport Express or any of its subsidiaries are not held responsible for any damage costs caused to the vehicle by passengers. The Hirer (our client) will hold full responsibility for any charges, criminal damage, or compensation directly with the contractor (driver) unless agreed already in writing by UK Airport Express with the contractor (driver). UK Airport Express will, however, cooperate as much as possible with both parties to help bring the client to justice (photo evidence is also requested for evidence).

Vehicle Arrangements

The route over which the journey is to be taken will be arranged by UK Airport Express unless a specific request is made by the Hirer, in accordance with which a quotation will be based. Should the Hirer make any subsequent arrangements with UK Airport Express or the driver for a deviation of route whereby mileage or time of the new route exceeds that of the original route, the Hirer will be liable to pay UK Airport Express for the extra cost incurred.

All arrangements for hires are subject to the availability of a vehicle or vehicles of the capacity required at the date and time of the request. UK Airport Express will not be held responsible for the unavailability of a vehicle for which a quote has been given. Having received a quote does not guarantee the availability of a vehicle. UK Airport Express has the right to refund and cancel the booking if they cannot fulfill it.

Payment and Cancellation Policy

The deposit is 50% refundable upon cancellation of the booking. However, no refund will be issued if the customer cancels within 14 days of the scheduled trip.

Cancellation Charges

If you need to cancel your booking, the following charges will apply:

• More than 25 days before the journey: 25% of the total booking cost.
• 14-25 days before the journey: 30% of the total booking cost.
• 7-14 days before the journey: 50% of the total booking cost.
• 48 hours - 7 days before the journey: 75% of the total booking cost.
• Less than 48 hours before the journey: 100% of the total booking cost.

Non-Refundable Once Boarded

Once passengers have boarded the vehicle, UK Airport Express considers the contract fulfilled, and no refunds will be issued.

Additional Services Cancellation

If the cancelled booking involved additional services (e.g., meals, accommodation, ferry charges), and the service providers impose cancellation fees, these costs will be passed on to the Hirer in addition to the above cancellation charges.

Refund Process

Refunds will be processed within 14 days of the cancellation request, minus any applicable charges.

No-Show Policy

If a passenger fails to meet the driver at the specified pick-up time and location without prior notification, the full cost of the booking will be charged. A “No Show” includes:

• Incorrect date or time of booking.
• Failure to contact UK Airport Express or the driver within one hour of the scheduled pick-up time.

Vehicle Requirements

All vehicles do not require, therefore do not have safety screens between driver and passengers.

Passenger Advice

We advise our passengers to take the following precautions when traveling with us in relation to COVID-19, based on the latest UK Government COVID-19 guidance for the transport sector:

• Do not travel with us if you are feeling unwell or exhibiting symptoms of coronavirus (COVID-19).
• Although not required by law, you are advised to wear a face covering.
• Our drivers are instructed to sanitize all commonly touched surfaces of their vehicles between journeys; you may, however (with the driver’s permission), use your own disinfectant wipes for additional peace of mind.
• Use tissues to catch coughs and sneezes and dispose of them safely after exiting the vehicle.
• Maintain social distancing as much as possible, not shaking hands with the driver or sitting next to them.
• Use hand sanitizer when appropriate and avoid touching your face.

Driver Advice

We advise our drivers to take the following precautions when fulfilling journeys in relation to COVID-19, based on the latest UK Government COVID-19 guidance for the transport sector:

• Although not required, you are advised to wear an appropriate face mask or covering; provided it will not inhibit your ability to drive safely.
• Allow good external ventilation of the vehicle by keeping the car windows open where possible during trips.
• Clean your vehicle regularly using gloves and standard cleaning products, ensuring to clean door handles and other areas that passengers may touch.
• Ask permission before loading or unloading passenger luggage; clean your hands and/or use disposable gloves as necessary.
• Use tissues to catch coughs and sneezes and dispose of them hygienically after exiting the vehicle.
• Maintain physical distance with your passenger; do not shake their hand to greet them.
• Wash your hands regularly with soap or hand sanitizer and avoid touching your face.

Subcontracting and Vehicle Use

As a broker and/or agent, we may sub-contract and share journey details with other operators. UK Airport Express reserves the right to subcontract a vehicle from another operator when necessary. All drivers instructed under UK Airport Express to carry out work are fully insured, experienced, and hold full operator licenses.

The company’s vehicles may not be sublet, lent, or licensed by a hirer without the written consent of the company. The company reserves the right to supply larger or smaller vehicles to accommodate the total passengers. If the booked vehicle breaks down, we have the right to use any other vehicle or vehicles, including taxis.

By placing a booking, you confirm you are accepting this policy, and UK Airport Express will not be held responsible for claims regarding this policy by you against us or our suppliers.

Driver Authority

A driver (contractor) is responsible for their vehicle throughout the period of hire, and their decision is final. They have the authority to refuse admission to any person whom they consider a nuisance or unsuitable and have the right to ask such person(s) to be removed from the vehicle before continuing the journey. The driver may also refuse to continue with the journey if they feel unsafe at any time; no refunds will be issued to the client in this case, and UK Airport Express will not be held responsible for any actions.

No Show Definition

A “No Show” means: If a passenger books a private hire car with us and fails to meet the driver at the pick-up time, this includes airport, seaport, home, hotel, and other private addresses. This includes incorrect date and time of the bookings.

The driver will wait in the arrival hall for up to 1 hour from flight landing time, and if the passenger fails to meet the driver within this time limit or fails to make contact via phone, email, or SMS to inform their status at the airport or seaport, this will be considered a no show.

All bookings made online or over the phone on the basis of paying the driver cash, and if the booking was secured with a valid credit or debit card, will be charged the full fare of the transfer in the event of a no-show.

All bookings pre-paid by credit or debit card will not be refunded in the event of a no-show.

In addition, if you have made a reservation for a specific time and then later decide to alter the times of your transfers, this may incur an extra charge. This is purely because we may have other jobs booked throughout the day, and it would disrupt the entire day's schedule for us.

Waiting Time and Charges

Please ensure you are all ready for collection/pickup at the specified and agreed time, as any waiting time over 15 minutes may incur an extra charge by the driver. Please also ensure you adhere to the itinerary times agreed when booking, as drivers work on strict hour regulations.

If you are late and our driver is running late for other jobs and we cannot make alternative arrangements, then the driver may leave, and you will not be refunded. Please ensure the vehicle(s) are kept clean and all passengers are well-behaved. If any damage is caused to the vehicle, then you will be liable for charges. If, for any reason, our driver feels unsafe, they are entitled to remove you from the vehicle, and you will have to make your own arrangements; you will not be refunded.

If, for any reason, the desired vehicle is not available, we reserve the right to supply larger or smaller vehicles to accommodate the total passengers. We also have the right to provide a different branded vehicle if we are unable to provide the actual agreed vehicle; there will be no additional charge for this.

Furthermore, unless a trailer is booked and paid for in advance separately at an additional cost of at least £40 each way, we have the right not to provide it on the date of the transfer if any situation arises. We will usually inform you if this is the case. As much as we try our best to send a vehicle of choice to our customers, this is not always going to be the case as this vehicle could be delayed in traffic, or the vehicle can break down. This is why we cannot clearly state a certain type of vehicle is going to be sent out and neither to market our service as such, as we aim to provide a continuous service.

Your driver details will usually be provided 1-2 days prior to the journey; please call us to request this if you do not hear from us by then.

Additional Policies

• No animals are permitted on the Company’s vehicles with the exception of guide dogs.
• No alcoholic drinks may be carried or consumed in the Company’s vehicles unless otherwise agreed.
• No smoking is allowed on the Company’s vehicles.
• No fast food (i.e., chips, pizzas, burgers, etc.) is permitted to be carried or consumed on the Company’s vehicles.
• A driver may stop passengers from bringing luggage or goods that they consider unfit into the Company’s vehicles. Heavy articles such as suitcases should be deposited in the rear and side luggage lockers, and no article should obstruct the gangway or emergency exits.

When necessary, a different coach may return a party from a destination than the one that took passengers out. Furthermore, coaches may be used to perform other work during the waiting time at a destination unless the Hirer has expressed their wish in advance for a coach to stay with their party, in which case there may be an additional charge. Any costs incurred in respect of road and bridge tolls, ferry, and parking charges shall be the responsibility of the Hirer.

It is an essential part of the Contract of Hire that payment in full is made before departure unless otherwise agreed. If a duplicate payment is made via card or bank transfer or payment in error, there will be a standard admin cost of 5% of the total payment if we have to refund.

Notices

No bill, poster, or notice is to be displayed on any vehicle without prior consent of UK Airport Express. All complaints can only be dealt with by email. Please send any correspondence to sales@ukairportexpress.com.

Conditions of Hiring

If child seat(s) are provided by the company, they are used at the sole discretion of the adult passenger accompanying the child, who must satisfy themselves that the child seats are adequate. No responsibility can be accepted by the company for their use.

Any deviation made by the customer from the details above may incur extra charges. The company, nor the contractor, can accept any responsibility for any unforeseeable occurrences resulting in late arrival in any circumstances (including vehicle breakdown, traffic delays, delays from previous jobs, etc.). Your travel/holiday insurance may be available to cover any such occurrences; see your travel agent.

We will not be liable for any damages or reimbursement incurred to the client for any late arrivals, alternative transport arrangements, or missed tours or events. The company cannot accept responsibility for goods or belongings lost, stolen, or damaged whilst on the vehicle.

Your driver will assist you with your luggage if required; it is, however, your own responsibility. Please make sure that it is loaded/unloaded safely. We will not be held responsible for the safety of or damage to luggage or other belongings or for anything being left behind.

Although the driver will make every effort to pick up and drop off at a safe place, the company cannot accept responsibility for any injuries incurred whilst boarding or alighting the vehicle. If seat belts are provided on the vehicle, please use them. Omitting to do so may result in any claims for injury caused by any road traffic accident being invalidated.

The driver is in complete charge of the vehicle, and should they consider that the safety of the passengers or vehicle could be compromised, they are at liberty to take any action that they determine is appropriate.

Should any of the details above be incorrect, we must be informed immediately. Failure to do so may result in you not being collected on time or the wrong vehicle being sent, etc. We will not be held responsible should you not comply with this request.

Requests for later pickup times for your journey to the airport, if accepted by us, would be entirely at your own risk. We will not be held responsible for any late arrival at the airport.

We accept payment via credit/debit card, bank transfer, and cheque. A deposit payment must always be paid in advance to secure your booking and to reserve your vehicle. The client may pay the full payment in advance or pay a small deposit and the remaining cash on the day to the driver.