Help & Frequently Asked Questions

The check-out process is carried out on the platform. A booking is completed when the check-out is completed, and the booking is confirmed by e-mail: a booking is a contract between the Operator and the passenger for a journey described.

Once you receive the confirmation e-mail, your booking is confirmed. You will be sent a confirmation e-mail and SMS with your booking reference and driver information.

Your driver will be identified by name, vehicle registration, and contact number, which are given to you at least 2 hours before your pick-up.

Yes. Airport Rides UK is not suitable for use by anyone younger than 18 years of age and cannot be booked by anyone under 18 years. The platform is designed for users 18 years or older; no personal data is knowingly gathered from users under 18 years of age.

Airport Rides UK is an agent that links you with licensed Operators. The contract for the actual journey is between you and the Operator, and Airport Rides UK is not a party to that contract.

The waiting time allowance is 15 minutes for standard pick-up and 60 minutes for pick-up from the airport from the time of confirmation of landing time.

You must ensure that the information you provide is accurate, up-to-date and complete, that contact information is accurate when booking and at the time of your travel and that you declare the correct number of passengers and items of luggage.

Yes. All prices shown are Fixed Fares: the price offered at the time of booking.

Yes. Prices are all VAT included.

No. No service charge or hidden extras added at check-out; no booking fee.

No. If journey conditions (e.g. traffic or road closures) change after your quote, your quoted fare will not be raised after booking.

Extra pick-ups and/or major route alterations en route can incur extra fees, determined by the driver.

No - promotion codes are applied at check-out, have their own terms and conditions, and can only be used once per booking.

Airport Rides UK implements a Fare Protection Guarantee, meaning that if an Operator charges you more than the quoted Fixed Fare, this is refunded and a compliance review of this Operator is conducted.

Payments will be accepted at booking, via our secure payment processor, Stripe.

Visa, Mastercard, American Express, Apple Pay, or Google Pay.

The payment provider used by Airport Rides UK is PCI DSS compliant, and Airport Rides UK stores no raw card numbers. Payment data is only processed by PCI DSS Level 1 certified processors; data in transit is encrypted with TLS 1.3, and data at rest is encrypted with AES-256.

Log in to your account and locate “My Bookings”, or reach out to the airportridesuk support crew at admin@airportridesuk.com.

It will depend on the notice that is given. 24 hours or more before the pick-up: the full refund will be given. Refunds will be issued if you cancel between 2 and 24 hours before pickup: 50%. Less than 2 hours before pick-up: NO REFUND. There is no refund for a passenger no-show.

The refund is issued back to the original payment instrument, and it may take 5-7 working days to receive the full refund for cancellations made over 24 hours before the booking. In the event of an operator cancellation, you will receive a 100% refund plus an inconvenience credit of £10.

You shop around within the platform and finish checkout. The contract for the journey is between you and the operator, and Airport Rides UK Ltd is an agent for them.

For airport pick-up, please be aware that it is confirmed upon checkout, and a confirmation e-mail will be sent when you have one. Upon confirmation, this would be a binding contract with the operator for the journey described.

You will be informed at least 2 hours in advance of your pick-up time of the driver’s name, vehicle registration, and contact number. Once booked, you will receive a confirmation e-mail and SMS containing your booking reference.

The 60-minute waiting allowance is for arrivals at the airport, from the moment of the confirmed landing. The 15-minute allowance for standard non-airport pick-ups is included.

The 60-minute allowance is based on your confirmed landing time and not the time you were booked to be picked up, which therefore runs with the flight. There is no other delay procedure described in the Terms, so reach out to support directly for other delays.

The booking fee is collected via Stripe, their payment system. Pay-on-arrival is not included in the Terms.

Visa, Mastercard, American Express, Apple Pay, or Google Pay.

Yes. All prices quoted are Fixed Fares, and if there is a change in traffic situation or road closures, the journey will not be added to the cost.

Yes. Fixed Fares are quoted including VAT.

No. The Terms state that there are no booking fees, service charges, or hidden extras when booking.

Extra charges may apply if additional stops or major changes in routes are requested on the trip. There may also be extra charges for damage to the car.

Yes, at checkout. Each promotional code will have its own set of conditions and may only be used once per booking.

A full refund will be provided if cancelled more than 24 hours prior to pick-up. The refund will be paid via the original payment method and is subject to a 5-7 day processing time. If a player chooses to quit during the 2-24 hour period, the player will receive a 50% refund. Less than 2 hours before pick-up, or if a passenger does not show up, there is no refund.

Log in to your account and use the feature of ‘My Bookings’ or send an e-mail to the support team at admin@airportridesuk.com.

A full refund plus £10 inconvenience credit is given.

Fare Protection Guarantee is in effect. The difference is refunded, and a compliance review of that operator is carried out.

The operator shall deliver the vehicle described on time and at the agreed place and for safe transportation. Airport Rides UK Ltd disclaims any liability for the acts or omissions of the operator and states that the maximum liability of Airport Rides UK Ltd for any claim will not exceed the amount of the booking.

Any complaints regarding drivers’ behaviour, vehicle condition, or failure to collect should be reported within 48 hours of the journey. Complaints are accepted within 24 hours, and efforts are made to resolve the complaints within 10 working days, though this may be escalated to CEDR’s alternative dispute resolution scheme.

Yes. The platform is accessed and bookings are made at the age of 18 years.

Your name, phone number, and travel information are provided to the operator who will complete the ride. No raw card numbers are stored; a PCI DSS-compliant provider makes payments, and booking records are kept for 7 years for UK tax and accounting purposes.

Airport Rides UK Ltd is acting as an agent to find you a licensed operator. The charter of the journey is made between you and the operator, who has to provide you with the vehicle described, on time and at the agreed pick-up point.

Yes. Every operator mentioned on the platform has confirmed that they hold a valid private hire or taxi licence in the UK, appropriate vehicle insurance, and driver DBS certification.

At least two hours prior to your scheduled pick-up, driver information such as the driver’s name, Vehicle Registration Number, and contact number is provided. A confirmation e-mail and SMS will also be sent to you with your booking reference.

Yes. You are responsible for making sure the number of passengers and luggage declared at the time of booking is correct under our Terms. An under-declared risk is the risk of arriving with a vehicle that is not capable of carrying everything.

The operator provides the vehicle you booked according to the information you’re providing. Those details may not be correct, and the car might not be able to accommodate the additional passengers or cargo. Make changes to the booking in advance; do not make roadside changes.

We can confirm that all luggage must be declared properly at the time of booking; please be sure to book your oversized luggage.

No, ALL prices listed are Fixed Fares (plus VAT) and ALL money collected is visible on the booking and expressed in the displayed rates; no booking fees, service charges or hidden extras are levied at booking time. The quoted fare shall not be raised after booking, regardless of the change of conditions for the journey.

No. If the conditions of the journey change (traffic, road closure, etc.) after booking, the quoted fare will not change.

We have a Fare Protection Guarantee. If an operator bills you more than what is quoted on the Fixed Fare, the difference will be refunded, and a compliance review will be carried out on that Operator.

If there are any further stops or changes to the route during the trip, there may be further charges, which will be negotiated with the driver.

We use our secure payment processor, Stripe to accept payment at the time of booking.

Visa, Mastercard, American Express, and Apple Pay or Google Pay are accepted. We never store raw card numbers, but details of payment cards are processed by our payment card processor, who is PCI DSS compliant.

No, Promotional codes and discounts are only credited at checkout, and only one discount can be used per booking.

The 15-minute waiting time allowance is applicable for standard pick-ups, and 60 minutes for pick-ups at the airport, which is from the time when the landing is confirmed.

Failure by the passenger to appear does not entitle passengers to a cancellation.

It is expected that you be courteous to the driver and the car; damage to the vehicle can lead to further fees.

If a vehicle is not in a fit state to travel, or the driver’s behaviour or failure to pick up is an issue, it should be reported to Airport Rides UK support within 48 hours of the trip at admin@airportridesuk.com. We will seek to recognise complaints within 24 hours and resolve them within 10 working days. Any disputes that remain unresolved may be referred to the Alternative Dispute Resolution scheme to which we belong (CEDR).

Yes, please be aware of our cancellation policy. For any cancellation more than 24 hours prior to pick-up, a full refund will be provided within 5-7 working days. 2-24 hours prior to pick-up, a 50% refund will be provided, and no refund will be made within 2 hours of pick-up. If the operator has cancelled, you will get a full refund and a £10 “inconvenience” credit. The refunds are returned to the method of payment.

Your name, phone number, and journey are passed on to the operator you book with, which enables them to complete your ride. We will not sell your personally identifiable information.

The e-mail address for our support team is admin@airportridesuk.com or contact them directly on their phone number 02035042315. The registered address for this company is 3 Desford Way, Stanwell, Ashford TW15 3AT, United Kingdom.