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Terms And Conditions

Terms and Conditions of Service

UK Airport Taxi Transfers and Partner Companies

1. Booking Requirements

All bookings must be made with a minimum of 24 hours advance notice.

For urgent or same-day bookings, customers must contact us directly using the telephone number, web chat, or WhatsApp details provided on our website.

Bookings are only accepted via:

  • Our website

  • Telephone

  • Email

Bookings made directly with drivers are not authorised, insured, or confirmed.

2. Booking Confirmation and Journey Information

Once payment has been received, customers will automatically receive an LT Journey Acknowledgement email confirming the journey details submitted.

It is the customer’s responsibility to check all booking details are correct, including:

  • Pickup and drop-off addresses

  • Dates and times

  • Passenger numbers

  • Luggage requirements

  • Child seat requirements

A Journey Details email or SMS will be sent once a driver has been allocated, usually within Few hours  prior to travel. This will include the driver’s name, contact number, and vehicle details.

For bookings made within 24 hours of travel, details will be sent as soon as possible.

We do not accept responsibility for delays or failures in SMS or email delivery caused by third-party networks or providers.

3. Flight Responsibility and Missed Flights

UK Airport Taxi Transfers and partner companies accept no liability for missed flights caused by:

  • Traffic congestion

  • Road accidents

  • Vehicle breakdowns

  • Severe weather

  • Acts of God

  • Any other circumstances beyond our control

Passengers are advised to arrive at the airport at least 2 hours prior to flight departure, or in accordance with airline guidance.

Customers choosing to travel with less than the recommended check-in time do so entirely at their own risk.

4. Travel Insurance

All passengers are strongly advised to hold adequate travel and medical insurance prior to travel.

5. Breakdowns, Delays, and Alternative Transport

In the event of a vehicle breakdown, road traffic collision, or significant delay, we will inform the customer as soon as reasonably possible and attempt to arrange a replacement vehicle where available.

We do not refund costs where a customer chooses alternative transport without waiting for instructions or a replacement vehicle.

Compensation is not guaranteed and is assessed on a case-by-case basis by management.

6. Passenger and Luggage Capacity

We do not accept responsibility where passenger numbers or luggage exceed the capacity of the vehicle booked.

If the driver attends and the journey cannot proceed due to incorrect passenger or luggage information, this may be treated as a no show, and full charges may apply.

Customers unsure of vehicle capacity must contact customer services at least 24 hours prior to travel.

7. Flight Information Accuracy

For airport collections, customers must provide accurate arrival details including:

  • Flight number

  • Arrival date

  • Arrival time

Significant flight delays must be communicated to us or the driver immediately.

8. Use of Subcontractors

We operate our own fleet where possible. We may also use licensed affiliated or subcontracted drivers who operate under our strict policies, procedures, and insurance requirements.

Pricing and Charges

9. Fixed Pricing

Prices are fixed based on the quotation provided at the time of booking through our booking system, email, or telephone.

Additional charges may apply where:

  • Journey details are changed

  • Additional stops are requested

  • Waiting time exceeds the free allowance

We reserve the right to upgrade the vehicle type at no additional cost where the originally booked vehicle is unavailable.

10. Waiting Time Airport Collections

For airport and seaport collections:

  • The first 45 minutes waiting time is free, calculated from aircraft landing time

Waiting time thereafter is charged at:

  • £30 per hour

  • £7.50 per 15 minutes

Drivers will advise customers if waiting charges apply. We aim to minimise additional charges wherever possible.

11. Tolls and Fees

Standard airport and seaport drop-off fees are included where stated. Any increases will be communicated to the customer.

12. Amendments

All booking amendments must be made via email or telephone and not directly with drivers.

A minimum of 24 hours notice is required where possible.

13. Cancellations

Cancellations are accepted with at least 24 hours notice.

If a cancellation confirmation email is not received, the cancellation has not been processed and customers must contact us immediately.

14. Refund Policy

Refunds will not be issued where:

  • The passenger does not attend for a prepaid booking

  • Cancellation is made with less than 24 hours notice

  • Delays occur due to breakdowns or accidents where communication has been maintained

Refund requests must be submitted in writing to bookings@crowfly.co.uk and are assessed by management.

15. Call Recording

Telephone calls may be recorded for training, monitoring, and quality purposes.

Child Seats, Booster Seats, and Baby Seats

16. Child Seat Provision and Responsibility

We can supply baby seats, child seats, and booster seats upon request.

It is the customer’s responsibility to ensure that:

  • The correct type of seat is requested

  • The child’s age, weight, and height are accurately provided

  • The requirement is clearly stated in the notes section of the booking form

Child seat requirements must be entered at the time of booking or confirmed by email or telephone at least 24 hours prior to travel.

Seats are supplied based solely on the information provided by the customer.
We do not accept liability where incorrect, incomplete, or inaccurate information is supplied.

If a driver attends and the supplied seat is unsuitable due to incorrect information, this may result in delay or the journey being unable to proceed in line with UK safety regulations. In such cases, the booking may be treated as a no show or late cancellation, and charges may apply.

All child seat usage is subject to current UK child car seat legislation.
Guidance is available at:
https://www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat

Airport and London Charges

17. Heathrow and Airport Charges

Heathrow drop-off charges are included where stated.

Inside terminal pickup fees apply where requested and start from £12.00 for the first 45 minutes. Additional parking charges may apply thereafter.

18. Airport Drop-Off Fees

Included where stated in fixed pricing:

  • Heathrow £7.00

  • Gatwick £10.00

  • Stansted £7.00

  • Luton £7.00

  • London City Airport £8.00

Other airport fees will be advised at booking.

19. Congestion Charge and ULEZ

London Congestion Charge and ULEZ fees are not included unless explicitly stated and will be advised at the time of booking.

Additional Services

20. Waiting Time for Pre-Booked Returns

Where a driver is booked to wait for a customer, waiting time is charged at £30 per hour. Customers will be informed when Passenger On Board status is confirmed.

21. Meet and Greet

Meet and greet is included unless stated otherwise. Meeting points will be advised at the time of collection.

22. Vehicle Types

Our executive fleet includes BMW, Audi, and Mercedes vehicles. During peak periods, a standard licensed vehicle may be supplied.

23. Night Rates

Peak rates apply between 23:00 and 05:59 and are included in quoted prices.

24. MPV and Large Vehicles

Additional charges apply for MPV and larger vehicles and are quoted at booking.

25. Bank Holidays and Christmas

Higher rates apply during bank holidays and the Christmas period and are displayed at booking.

26. Religious and Major Events

During major religious, public, or business events, services may be limited. Customers will be informed where possible.

Privacy Policy

27. Data Protection and GDPR Compliance

We are committed to protecting personal data and comply with the UK GDPR and Data Protection Act 2018.

28. Information We Collect

We may collect:

  • Name

  • Email address

  • Telephone number

  • Pickup and drop-off addresses

  • Flight details

  • Payment confirmation details

  • Booking notes

  • Communication records

29. How We Use Your Information

Personal data is used to:

  • Process and manage bookings

  • Communicate journey updates

  • Allocate drivers and vehicles

  • Meet legal and regulatory obligations

  • Improve our services

30. Sharing Your Information

We may share limited information with:

  • Drivers and subcontractors

  • Payment processors

  • IT and booking system providers

  • Regulatory authorities where legally required

We do not sell or rent personal data.

31. Marketing Communications

We may use your contact details for service updates, announcements, or marketing communications. You may opt out at any time.

32. Data Retention

Personal data is retained only for as long as necessary to meet contractual, legal, and regulatory obligations.

33. Your Rights

You have the right to:

  • Access your personal data

  • Request corrections

  • Request erasure where applicable

  • Object to processing

  • Withdraw marketing consent

Requests must be made in writing.

34. Data Security

We apply appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.

35. Contact

All privacy and data protection enquiries should be sent to:

Email: bookings@crowfly.co.uk

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