Terms and Conditions for Transfers
Terms of Carriage
Any airport transfer or booking undertaken by Airport Travel South West are 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 Airport Travel South West (online / offline).
It is very important that all the details that you have given us are accurate. We therefore advise all our customer’s to please check and ensure that they have given us the right date. Also time of arrival and correct flight number.
The payment card information submitted to us should be correct and valid as we cannot be held responsible for any reservation(s) cancelled/rejected/not guaranteed due to invalid/incorrect/declined, credit/debit card/travel details. Also if you book online and fail to supply your card details before five days of the travel date [we have the right to cancel your booking].
Airport Pick-up Procedure
Unless otherwise advised, the meeting point with the driver is always the AIRPORT INFORMATION DESK in the Arrivals Hall at all terminals and airports. Incoming flights are monitored 24 hours a day using airport, television or Internet information services.
Customer’s arriving with long haul flights should not expect their driver to meet them inside the terminal building earlier then 45 minutes from the actual time of flight landing. We allow 45 minutes time for the immigration, customs and for luggage claim for Heathrow Terminals 1,2,3,4 and 5, Gatwick Airport and Birmingham Airport. However, during these 45 minutes your driver remains on standby outside the terminal building. For Bristol Airport and Exeter Airport this is 25-30 minutes.
Customer’s travelling 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.
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
Your driver will meet you inside the arrivals hall (once you have been cleared through the Customs & Immigration and have claimed your luggage). Please ensure you have your mobile turned on if you have one as the driver will be trying to contact you.
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.
If you experience any difficulty in locating your driver, you are requested to contact us on our main office number 0800 619 0363 for assistance before making alternative arrangements. Customer’s leaving the airport without making any contact with our office shall not be deemed eligible to claim a refund.
Customer(s) arriving with long haul flights, especially at Heathrow Airport and Gatwick South are likely to face long line up and delays while getting cleared through the immigration and customs.
Upon your arrival, if you happen to face such delay, please contact our office by calling on 0800 619 0363
Waiting Time (Airport Transfers)
The standard waiting/parking time covered in our quotation & Transfer Cost is up to a maximum of 60 minutes from the actual landing time of your flight, as would be confirmed by BAA Flight Information Service or other service as may be used by Airport Travel South West.
In cases where a customer fails to show up after the 60 minutes of flight landing and we have not received any communication or instructions from the customer, the driver shall at his discretion, after checking with the office leave 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!
However, if we do receive your communication within 60 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 or paid in cash to cover the extra costs involved. Therefore, all customer’s are sincerely advised to call us 0800 619 0363 and notify about any delays they may have to face upon their arrival at the airport. Waiting time for Airport Transfers is £20 per hour.
For hotel and other pick-ups, a 15 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 @ £5.00 per 15 minutes once the grace period has elapsed.
In the event of any complaint/claim against the company, Airport Travel South West will require the complaints / claim in writing from the customer no later than 5 (five) working days from the alleged incident.
Your transfer costs includes all taxes. This also includes 1 hour parking fee at the airports/train stations. Additional parking fee and waiting time (chargeable at £15 per Hour) 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.
Credit, Debit card payments and Bacs payments
Please remember that Credit and Debit card payments can be accepted online only via our website in advance of travel. BACS payments in advance of travel date or pay cash to the driver.
Transfer costs may be subject to change without prior notice, however once your journey has been booked and a firm quote has been given there will be no change in the basic cost.
Additional comfort stops en-route will be made at no additional cost. Any deviation from the normal route will be charged at £3.00 per mile.
You are able to pay cash or cheque to the driver on the date of travel.
Generally, drivers are not expected to obtain cash from the customer’s on account of transfer costs, except the tips. However, we strongly recommend all customers to obtain a RECEIPT duly signed by the driver for any 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.
Please advise amended flights immediately on our 24 hour emergency phone line: 0800 619 0363. 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.
We do not divert vehicles to substitute airports unless possible within the constraints of our schedule. 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 0800 619 0363 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.
Cancelling within 12 hours of pick up or landing time will incur 100% charge. Cancellations with more than 12 hours notice of the pick up time booked are without charge.
Every vehicle has a physical limit to the amount of luggage it can carry. We allocate vehicles on the assumption that each passenger is travelling with 1 average size suitcase . If you have over-size luggage or any EXTRA luggage, kindly inform us immediately.
Customers travelling with extra luggage may have to pay additional charges.
Airport Travel South West accepts NO responsibility for any loss or damage to the luggage or any other item (howsoever such loss or damage may be caused).
Travelling 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.
If you have travelled with us and you have unfortunately left any belongings in one of our vehicles, then please contact us and we will endeavour to locate it, please remember that once you have exited the vehicle other passengers that drivers pick up after may not be so honest.
Airport Travel South West will refuse or terminate any booking with immediate effect if it places any driver or vehicle at risk of damage, violence or abuse by you or by any passenger in your party and we will ask all passengers to vacate the vehicle as soon as it is safe to do so. No refunds will be given if the journey is terminated part way through the hire.
Airport Travel South West shall use all reasonable endeavours to get you to your destination on time, but shall not be liable for any loss due to delays caused by road weather breakdowns or traffic conditions beyond its control on the journey. Under no circumstances shall Airport Travel South West be liable (in contract, tort or otherwise) for any loss of profits, business or for any indirect or consequential loss whatever.
All luggage is carried entirely at your risk.
Airport Travel South West shall be entitled to cancel all services and provide refunds in the event of a declared national emergency, riot, war, fuel shortage, extreme weather or terrorist attack, or other circumstances beyond its control. If the car breaks down during your journey Airport Travel South West will endeavour to arrange an alternative car to complete the journey as soon as practicable.
You shall indemnify Airport Travel South West against all losses, costs, damages and expenses arising from any act or omission of any passenger in your party.
Neither party excludes or limits its liability for death or personal injury caused by negligence, or for wilful default or fraudulent misrepresentation, or otherwise in any manner unenforceable by any applicable
On Board Restrictions
All customer’s are requested not to consume any food/drink items onboard the vehicles with out speaking to the driver first. 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 (£100 soiling charges).
No smoking to be observed during all journeys.