Terms and Conditions

1. Who We Are and Our Role

1.1 About us. These terms apply to bookings made with Online Airport Transfers Ltd, trading as Surrey Airport Pickups ("we", "us", "our"). We are a company registered in England and Wales, company number 11664764, with our registered office at 81 Bridge Road, East Molesey, KT8 9HH. Our VAT registration number is GB 481 1862 83.

1.2 Contact us.

Phone (24 hours): 01483 331 240 (from abroad: +44 (0)1483 331 240)
Email: info@surreyairportpickups.co.uk
Website: surreyairportpickups.co.uk

1.3 Our role as booking agent. We act as a disclosed booking agent. We arrange transport on your behalf with licensed private hire drivers and transport providers ("the Provider"). Your contract for the journey itself is with the Provider named or dispatched for your booking. Our contract with you covers arranging the booking, taking payment and handling your enquiries and complaints.

1.4 Where we operate. We arrange transfers across Surrey, London and major UK cities, including journeys to and from Heathrow, Gatwick, Stansted, Luton, London City and Southend airports and UK cruise ports.

1.5 Accepting these terms. By making a booking, you agree to these terms. Please read them before you book. Nothing in these terms affects your statutory rights as a consumer.

2. Bookings

2.1 Who can book. The person making a booking must be at least 18 years old and is responsible for providing complete and accurate details.

2.2 How to book. You can book through our website, by phone, by email, by WhatsApp, or through third-party apps and AI assistants where a connection to our booking service is available. These terms apply whichever booking channel you use. Phone calls are recorded for training and verification.

2.3 Short-notice bookings. For pickups less than 6 hours away, please book by phone on 01483 331 240.

2.4 Booking confirmation. Submitting a request or receiving a quote does not confirm a booking. Your booking is confirmed only when we accept it, issue a booking reference and send our confirmation to the email address or phone number you gave us. An acknowledgement, receipt or message generated independently by a third-party app or AI assistant is not our confirmation. If you have not received our confirmation, please contact us before assuming your journey is booked.

2.5 Checking your details. Please check our confirmation promptly, including the date, local pickup time, pickup and destination addresses, flight number, passenger numbers, luggage, vehicle type, child seats and price. Tell us as soon as possible if anything is wrong or missing. We cannot change an agreed price or other agreed details without your consent. You are not responsible for errors we made just because you did not spot them.

2.6 Third-party apps and AI assistants. These services are run by other companies and have their own terms and privacy notices. Information or promises they generate independently are not accepted or approved by us. Please contact us if their information differs from our confirmation. This does not exclude our responsibility for information we supply, our booking systems, or any responsibility imposed by law.

2.7 Booking for someone else. If you book for another passenger, you must have their permission to do so and to share their details. Please make these terms, our privacy notice and the booking confirmation available to them. If you use an app or assistant to submit a request, you must authorise that request.

2.8 Fraud and unauthorised bookings. We may refuse a request, ask for reasonable verification (including ID matching the payment card), or restrict access to our booking services where we reasonably suspect fraud, an unauthorised or duplicate booking, or automated misuse. Legitimate use of an AI assistant is not, by itself, a reason to refuse a booking. If we cancel an accepted booking for these reasons, we will tell you as soon as reasonably practicable and refund any payment in full, with no fee.

3. Prices and Payments

3.1 Prices. All prices are per vehicle, in pounds sterling (£), and include VAT where applicable. Quotes are valid for 30 days.

3.2 What the price includes. Your fixed fare includes meet and greet at airports and cruise ports, the free waiting time in section 4, airport drop-off charges, and airport parking charges during the free waiting time. Extra charges apply only as set out in these terms or as agreed with you.

3.3 Route. Prices are based on the most economical route. If you ask for a different route or extra stops, extra mileage and charges will apply (see section 8.1).

3.4 Payment methods. We accept major debit and credit cards (including American Express), Apple Pay and Google Pay. Card payments may be subject to verification and fraud checks.

3.5 Cash payments. Where cash payment is offered, you pay the driver directly at the end of the journey. Cash bookings must be secured with a valid credit or debit card, on which we may place a temporary pre-authorisation. The pre-authorisation is released once you have paid the driver.

3.6 Managing your booking. You can log in to "Manage Booking" on our website at any time before or during your journey to pay for your booking or add extras.

3.7 Receipts. We email a receipt automatically when you pay online or when your journey is completed.

3.8 Christmas and New Year surcharge. Fares are 50% higher for journeys with a pickup time:

from 18:00 on 24 December until midnight at the end of 26 December; and
from 18:00 on 31 December until midnight at the end of 1 January.

Any surcharge is included in the price you are quoted before you book.

4. Waiting Time and Flight Tracking

4.1 Flight tracking. We track all commercial flights and adjust your pickup time to your flight's actual landing time. We do not charge for flight delays.

4.2 Your requested pickup time. When booking an airport pickup, please give your flight number and choose how long after landing you would like to be met. Free waiting time starts from this requested pickup time. If you do not choose one, it starts from the actual landing time.

4.3 Free waiting time and charges.

Airports: 30 minutes free, then 50p per minute (minimum charge £10).
Cruise and ferry ports: 60 minutes free, then 50p per minute (minimum charge £10).
Homes, hotels, offices and other addresses: 15 minutes free, then 50p per minute.

Any extra airport parking charges caused by chargeable waiting are added to your fare.

4.4 Example. Your flight lands at 06:00 and you choose to be met 30 minutes after landing. Your driver will be in arrivals at 06:30 and will wait free of charge until 07:00. Waiting charges apply from 07:00.

4.5 Meet and greet. At airports and cruise ports, your driver will meet you in the arrivals hall holding a name board.

4.6 If you are delayed. If you cannot meet the driver within the free waiting time, for example because of long passport or baggage queues, please call us on 01483 331 240 so we can ask the driver to wait. Waiting charges will apply.

5. Cancellations, Changes and No-Shows

5.1 How to cancel or change. Please cancel or change a booking through "Manage Booking" on our website, by email to info@surreyairportpickups.co.uk, or by phone on 01483 331 240. A change is agreed only when we confirm it. If you contact us through an app or assistant, the request must reach us to be acted on. Please keep evidence of your request; the time that counts is when we receive it.

5.2 Cancellation charges.

More than 12 hours before pickup: card bookings receive a full refund, less a £10 administration fee. Cash bookings can be cancelled free of charge.
Between 6 and 12 hours before pickup: 50% of the fare is charged. Card bookings receive a 50% refund.
Less than 6 hours before pickup: the full fare is charged and no refund is given.

For cash bookings, any cancellation charge is taken from the credit or debit card used to secure the booking. Refunds are paid to your original payment method and processed within 12 hours of being agreed; your bank may take a further 5 to 10 working days to show them in your account.

These charges reflect the cost of reserving a driver and vehicle for you, and are subject to your statutory rights. As our service is passenger transport, the 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply.

5.3 Extra passengers or luggage. Please tell us about extra passengers or luggage at least 12 hours before pickup, so we can arrange a suitable vehicle. A larger vehicle may cost more.

5.4 If the Provider cannot complete your booking. If the Provider cancels, or your driver does not arrive, we will try to arrange an alternative vehicle. If we cannot, you will receive a full refund of anything you have paid for that journey.

5.5 Wrong details. If a journey cannot go ahead because the date, time or address you gave us was wrong, it will be treated as a no-show.

5.6 No-shows. A booking is treated as a no-show if you do not meet the driver and have not contacted us:

at airports and cruise ports, within 60 minutes of your requested pickup time (or landing time, if none was requested); or
at homes, hotels and other addresses, within 30 minutes of the booked pickup time.

For a no-show, the full fare is charged and no refund is given. For cash bookings, the full fare will be charged to the card used to secure the booking.

6. Vehicles, Passengers and Luggage

6.1 Vehicle capacity. Please book a vehicle large enough for your passengers and luggage. Maximum limits for each vehicle are:

Saloon or Executive Saloon: 3 passengers, 2 suitcases, 2 hand luggage.
Estate or Executive Estate: 4 passengers, 3 suitcases, 2 hand luggage.
MPV or Executive MPV: 4 passengers, 4 suitcases, 4 hand luggage.
MPV+: 6 passengers, 5 suitcases, 5 hand luggage.
Executive MPV+: 7 passengers, 8 suitcases, 4 hand luggage.
8 Seater: 8 passengers, 8 suitcases, 5 hand luggage.
16 Seater: 16 passengers, 8 suitcases, 16 hand luggage.

6.2 Luggage sizes.

Suitcase: 67 × 45 × 28 cm (26 × 18 × 11 in), up to 23 kg (51 lb).
Hand luggage: 55 × 40 × 20 cm (22 × 16 × 8 in), up to 10 kg (22 lb).

Sizes include wheels and handles. Larger bags may count as more than one item. Please declare oversized items, such as golf bags, skis, bikes or pushchairs, when booking.

6.3 Too many passengers or bags. If you exceed the vehicle's limits, we will try to arrange a larger vehicle and you will pay the difference. If none is available, the driver may refuse anything that cannot be carried safely and legally.

6.4 Upgrades. If your booked vehicle type is unavailable, we may provide a larger vehicle at no extra cost.

6.5 Wheelchairs and mobility aids. Our vehicles are not wheelchair-accessible. Folding wheelchairs, walkers and scooters that dismantle can be carried if declared as luggage when booking.

7. Child Seats

7.1 Free child seats. Child seats are provided free of charge, on request at booking, as follows:

Saloon or Executive Saloon: no child seats.
Estate or Executive Estate: 1 booster seat.
MPV: 1 car seat and 1 booster seat.
Executive MPV, MPV+ or Executive MPV+: 2 car seats.
8 Seater or 16 Seater: 3 car seats.

7.2 Availability. We will make every effort to supply the seats you book. If a booked seat cannot be supplied, we will tell you as soon as possible and refund any charge for it.

7.3 Fitting and suitability. The lead passenger should check that each seat is suitable for the child and is correctly fitted and used before the journey. The driver can help.

7.4 Your own seats. You are welcome to bring your own child or booster seat. Please tell us when booking so we can make sure it fits the vehicle.

7.5 The law. Licensed private hire vehicles are exempt from the law requiring child seats. If no suitable child seat is available, children aged 3 and over may travel in the rear seats using an adult seat belt, and children under 3 may travel in the rear seats without a child restraint. We strongly recommend using a suitable child seat wherever possible.

8. Additional Charges, Pets and Conduct

8.1 Extra stops and route changes. You can book as many stops as you need, provided they are included when you get your quote. Unplanned stops requested during the journey cost a minimum of £5 per stop plus extra mileage. Route changes you request will also be charged for extra mileage, tolls and time.

8.2 Excess luggage. Luggage not declared at booking may result in extra charges or the need for a larger vehicle (see sections 6.2 and 6.3).

8.3 Soiling. A cleaning charge of £60 applies if a passenger soils the vehicle so that it has to be taken out of service.

8.4 Pets. Pets are welcome but must be declared when booking. A flat supplement of £25 applies. Pets must travel in a secure carrier or be suitably harnessed.

8.5 Assistance dogs. Assistance dogs are always carried free of charge, as required by the Equality Act 2010. Please tell us when booking so we can let the driver know.

8.6 Conduct. Smoking and vaping are not allowed in any vehicle, and all passengers must wear a seat belt where fitted. Drivers may refuse to carry anyone who is abusive, threatening or violent, or who appears to be under the influence of alcohol or drugs to the extent that they pose a risk to safety.

9. Liability

9.1 Our responsibility as agent. We are responsible for arranging your booking with reasonable care and skill, as required by the Consumer Rights Act 2015, using only licensed drivers and transport providers, and for the information we give you. The Provider is responsible for carrying out the journey.

9.2 Delays. We and the Provider will make every reasonable effort to arrive on time. Neither of us is responsible for delays, or for missed flights or sailings, caused by events outside our reasonable control, such as traffic incidents, road closures, accidents or severe weather. We recommend allowing plenty of time to reach the airport or port.

9.3 Limit of our liability. Where we are responsible for a loss, our liability is limited to the price of the journey, except as set out in section 9.4. We are not responsible for losses that were not reasonably foreseeable when the booking was made, or for business losses such as loss of profit.

9.4 What we do not limit. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law. Your statutory rights are not affected.

9.5 Property. Passengers are responsible for their own belongings. We are not responsible for loss of or damage to property unless it is caused by our negligence or breach of these terms.

10. Lost Property, Complaints, Data Protection and General

10.1 Lost property. If you leave something in a vehicle, contact us as soon as possible. Found items are held at one of our offices. We will tell you where your item is, and you can collect it by appointment or have it sent by tracked courier at your cost.

10.2 Complaints. If something goes wrong, please tell us as soon as possible, ideally during the journey, so we can try to put it right. You can also complain afterwards by emailing info@surreyairportpickups.co.uk or calling 01483 331 240. We will look into your complaint, raise it with the Provider where needed, and aim to respond within 14 days.

10.3 Data protection. We process personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We receive booking information from you, or from someone authorised to book for you, through our website, phone, email, live chat, WhatsApp, third-party apps and AI assistants. We use it to manage bookings, arrange transport, communicate with you, take payments, handle enquiries, prevent fraud and meet legal obligations. Where needed for these purposes, we share it with the driver or Provider carrying out your journey and with our booking, payment and communications providers. Third-party apps and AI services may also process your information under their own privacy notices.

10.4 Privacy notice. Our privacy notice explains what information we process, our lawful bases, who receives it, how long we keep it, any international transfers and your rights. You can read it in our Privacy Policy.

10.5 Changes to these terms. We may update these terms from time to time. The terms in force when you make your booking will apply to that booking.

10.6 Governing law. These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Last updated: 28 October 2026