Privacy Policy

Online Airport Transfers Ltd, trading as Surrey Airport Pickups, is committed to protecting your privacy. This policy explains what personal information we collect when you use our website or services, how we use it, who we share it with and your rights. We process personal information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR).

1. Who We Are

1.1 Data controller. Online Airport Transfers Ltd is the data controller for the personal information described in this policy. We are a company registered in England and Wales, company number 11664764, with our registered office at 81 Bridge Road, East Molesey, KT8 9HH. We are registered with the Information Commissioner's Office (ICO), registration number ZB634289.

1.2 Contact us about your data.

Email: info@surreyairportpickups.co.uk
Phone: 01483 331 240 (from abroad: +44 (0)1483 331 240)
Post: Data Protection, Online Airport Transfers Ltd, 81 Bridge Road, East Molesey, KT8 9HH

2. Information We Collect

2.1 Information you give us. When you request a quote, make a booking or contact us, we may collect:

your name, email address and phone number;
pickup and destination addresses, travel dates and times;
flight or sailing numbers;
the number of passengers and the names of the lead passenger and anyone travelling with you;
luggage, child seat and vehicle requirements;
any special requirements you tell us about, such as mobility aids or an assistance dog;
payment and billing details (card payments are handled by Stripe; see section 6);
messages, emails, live chat and WhatsApp conversations with us, and recordings of phone calls.

2.2 Information from other people. We may receive your details from someone who books on your behalf, from third-party apps or AI assistants you use to make a booking, and from the driver or transport provider carrying out your journey (for example, details of a delay, incident or lost property).

2.3 Information collected automatically. When you visit our website, we automatically collect technical information such as your IP address, browser type, device information and the pages you visit. Some of this is collected using cookies (see section 10).

3. How We Use Your Information

Under UK GDPR, we must have a lawful basis for using your personal information. We use it:

To provide our service (contract): to give quotes, arrange and manage bookings, pass journey details to the driver or transport provider, track flights, take payment, send booking confirmations and updates, and handle changes, cancellations and refunds.
To run and improve our business (legitimate interests): to answer enquiries and complaints, record calls for training and verification, prevent fraud and misuse, keep our website secure, and understand how our website is used.
To meet our legal obligations (legal obligation): to keep accounting and tax records and to respond to lawful requests from the police, courts or regulators.
To send marketing (consent, or legitimate interests for existing customers): see section 11.

If you do not provide the information we need to arrange your journey, we may not be able to accept your booking.

4. Special Requirements

Some information you give us, such as needing space for a wheelchair or travelling with an assistance dog, may reveal information about your health. We only collect this when you choose to tell us, and we use it only to arrange a suitable vehicle and let the driver know. We process it with your explicit consent, which you can withdraw at any time by contacting us.

5. Who We Share Your Information With

We never sell your personal information. We share only what is needed with:

Drivers and transport providers who carry out your journey, so they can collect you and contact you if needed;
Stripe, our payment processor;
Our service providers, such as our booking system, website hosting, email, SMS and messaging (including WhatsApp) and phone system providers, who process data only on our instructions;
Professional advisers, such as accountants, insurers and lawyers, where necessary;
The police, courts, regulators or other authorities, where we are required or permitted by law.

6. Card Payments

Card, Apple Pay and Google Pay payments are processed securely by Stripe. Your full card details are entered directly into Stripe's secure systems and are never stored by us. Stripe uses your information in line with its own Privacy Policy.

7. International Transfers

Some of our service providers, including Stripe, may process your information outside the UK. Where this happens, we make sure it is protected by appropriate safeguards, such as UK adequacy regulations or the International Data Transfer Agreement approved under UK law.

8. How Long We Keep Your Information

We keep personal information only for as long as we need it:

Booking and payment records: 6 years after your journey, to meet accounting and tax requirements and deal with any claims.
Phone call recordings: [CONFIRM, e.g. 90 days], unless needed to resolve a complaint or dispute.
Emails, messages and complaints: up to 2 years after the matter is closed.
Special requirements: deleted once your journey is complete, unless you ask us to keep them for future bookings.
Marketing preferences: until you unsubscribe.

9. How We Protect Your Information

Our website uses SSL/TLS encryption to protect information sent to us. Staff and drivers can access only the information they need to do their job, and our service providers must keep your information secure and confidential.

10. Cookies

Cookies are small files stored on your device when you visit our website. We use:

Essential cookies, which are needed for the website to work, for example to prepare quotes, log in to Manage Booking and take payments. These do not need your consent.
Analytics cookies, which help us understand how visitors use our website so we can improve it. We use these only if you agree to them.

You can change your cookie choices at any time using the cookie settings on our website, or by adjusting your browser settings.

11. Emails and Messages We Send

11.1 Service messages. We send emails, texts or WhatsApp messages about your booking, such as quotes, confirmations, driver details and journey updates. These are part of our service, so you cannot opt out of them while you have an active booking.

11.2 Marketing. We will only send you offers and news if you have agreed to receive them, or if you are an existing customer and we are telling you about similar services. Every marketing message includes a simple way to unsubscribe, and you can also contact us to opt out at any time.

12. Your Rights

Under UK data protection law, you have the right to:

ask for a copy of the personal information we hold about you;
ask us to correct information that is wrong or incomplete;
ask us to delete your information;
ask us to restrict how we use your information;
object to us using your information based on our legitimate interests, or for marketing;
ask us to transfer your information to another organisation;
withdraw your consent at any time, where we rely on consent.

Some rights apply only in certain circumstances. To make a request, contact us using the details in section 1.2. We will respond within one month and will not usually charge a fee. We may need to confirm your identity first.

13. Complaints

If you have any concerns about how we use your information, please contact us first so we can try to put things right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk/make-a-complaint or by calling 0303 123 1113.

14. Changes to This Policy

We may update this policy from time to time. The latest version will always be available on this page, and we will tell you about any significant changes that affect you.

15. Contact Us

If you have any questions about this policy or how we use your information, please contact us:

Company: Online Airport Transfers Ltd, trading as Surrey Airport Pickups
Phone (24 hours): 01483 331 240 (from abroad: +44 (0)1483 331 240)
Email: info@surreyairportpickups.co.uk
Post: Data Protection, Online Airport Transfers Ltd, 81 Bridge Road, East Molesey, KT8 9HH
Website: surreyairportpickups.co.uk
Company number: 11664764 · VAT number: GB 481 1862 83

Last updated: 28 October 2026