UK Airport Rides Ltd – Passenger Booking & Transportation Terms and Conditions
1. Introduction
These Terms and Conditions govern all bookings, transportation services, and related services provided by UK Airport Rides Ltd (“the Company”, “we”, “us”, or “our”).
By requesting a quotation, making a booking, creating an account, or using any service provided by UK Airport Rides Ltd, whether through our website, mobile application, telephone, email, WhatsApp, live chat, or any other authorised communication channel, you (“the Passenger”,“the Customer”, “you”, or “your”) agree to be bound by these Terms and Conditions.
These Terms and Conditions form a legally binding agreement between you and UK Airport Rides Ltd once your booking has been accepted and confirmed by us.
2. Company Details
UK Airport Rides Ltd is a private limited company registered in England and Wales under company number 14383274.
The Company operates as a licensed private hire operator under the Private Hire Vehicles (London) Act 1998 and is regulated by Transport for London, under TfL Operator License No. 106390101.
Registered office:
Regus Building, 450 Bath Road, Longford, UB7 0EB, United Kingdom
3. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below unless the context requires otherwise:
- “Agreement” or “Contract” means these Passenger Booking and Transportation Terms and Conditions.
- “Booking” means any request for transportation or related services made by the Passenger through any authorised booking channel of the Company.
- “Booking Confirmation” means the written or electronic confirmation issued by the Company by email, SMS, WhatsApp, app notification, or other authorised method, confirming acceptance of a booking.
- “Driver” means the individual assigned to carry out the journey on behalf of the Company or a licensed transportation provider.
- “Journey” means the transportation service booked by the Passenger and accepted by the Company.
- “Meeting Point” means the designated location specified by the Company for meeting the Passenger, including airport terminals, train stations, seaports, hotels, business premises, or residential addresses.
- “Passenger”, “Customer”, “you”, or “your” means the person making the booking, traveling under the booking, or any person acting on that person’s behalf.
- “Private Hire Vehicle” or “PHV” means a vehicle licensed by Transport for London or another competent licensing authority for the carriage of passengers on a pre-booked basis.
- “Transportation Provider” means the Company or any licensed third-party operator, driver, or subcontractor engaged to fulfill the booking.
- “Services” means all booking, transport, transfer, chauffeur, executive, corporate, minibus, and related passenger transportation services arranged or provided by the Company.
- “No-Show” means a situation where the Passenger fails to meet the Driver at the agreed pickup time or within the applicable waiting period, or cannot be contacted, resulting in the journey not being carried out.
4. Scope of Services:
The Company provides pre-booked transportation services, including but not limited to:- Airport transfers
- Local journeys
- Long-distance travel
- Executive and chauffeur services
- Corporate travel
- Minibus and group transport
- Transportation of luggage and, where agreed, small parcels
5. Booking and Contract Formation
5.1 Booking and Contract Formation
Any quotation, estimate, or fare indication provided by the Company shall be treated as an invitation to book only and shall not constitute acceptance of a booking.
5.2 Formation of contract
A binding contract is formed only when the Company has accepted the booking and issued a
Booking Confirmation.
5.3 Booking details
The Passenger must provide accurate, complete, and up-to-date information at the time of booking, including where applicable:
- Full pickup and drop-off addresses
- pickup date and time
- Flight number or train details
- Number of passengers
- Number and type of luggage items
- Child seat requirements
- Accessibility or mobility requirements
Any other information reasonably necessary to perform the service
The Company shall not be liable for delays, service failures, incorrect vehicle allocation, additional charges, or any other losses arising from inaccurate or incomplete information provided by the Passenger.
5.4 Booking channels
Bookings may be made through any booking channel approved by the Company, including but not limited to:
- website
- mobile application
- telephone
- live chat
- authorised business partners or agents
5.5 Right to refuse bookings
The Company reserves the right to refuse, cancel, or decline any booking at its discretion where:
- The requested service cannot reasonably be fulfilled
- Incorrect or misleading information has been provided
- The booking is suspected to be fraudulent
- The Passenger has previously breached these Terms and Conditions
- safety, legal, operational, or licensing concerns arise
6. User Accounts and Digital Use
Where the Company offers user account facilities, the following terms shall apply:
- A Passenger must be at least 18 years old to create or maintain an account
- Account holders must provide accurate and current personal and payment information
- Login credentials must be kept secure and confidential
- The Passenger is responsible for all activity conducted through their account
- The Company may suspend or terminate any account in cases of fraud, misuse, abuse, security concerns, or breach of these Terms.
Passengers must not misuse the Company’s digital systems. Prohibited conduct includes:
- Use of bots, scripts, scraping tools, or automated booking systems
- Submission of false or misleading information
- Interference with the website, app, or booking systems
- Unauthorised attempts to access restricted systems or data
7. Fares and Payment
7.1 Pricing
Fares are calculated based on factors including, but not limited to:- journey distance
- route
- vehicle type
- time of travel
- waiting time
- airport charges
- tolls
- special requirements
- prevailing operating conditions
7.2 Additional charges
The Company reserves the right to apply additional charges where necessary, including where:- the route is changed
- additional stops are added
- waiting time exceeds the free allowance
- undeclared luggage or passengers are presented
- a different vehicle category is required
- parking, tolls, drop-off fees, or access charges apply
- additional services are requested after confirmation
7.3 Payment methods
Payment may be accepted by methods approved by the Company, including:- credit card
- debit card
- PayPal
- cash, where expressly permitted
- bank transfer, where agreed in advance
7.4 Receipts and invoices
Receipts may be generated automatically. Invoices, where requested or applicable, will usually be issued electronically to the email address provided by the Passenger.8. Waiting Time and Pickup Policy
8.1 Standard free waiting time
Unless otherwise agreed in writing, the following free waiting periods shall apply:
- Home / Hotel / Residential pickups: 10 minutes
- Airports: 30 minutes from the actual landing time, provided the correct flight details were supplied
- Train stations: 15 minutes from the scheduled arrival time
8.2 Airport pickups
Airport pickups are monitored using the flight information provided by the Passenger. The Company will only monitor and adjust pickup arrangements where correct and complete flight details have been provided at the time of booking.
If flight details are not provided, incorrect, incomplete, or changed without notice, the Company shall not be responsible for any resulting delay, missed pickup, or additional charges.
8.3 Additional waiting time
Where the Driver is required to wait beyond the free waiting allowance, additional waiting time may be charged at the applicable rate and will remain subject to driver and vehicle availability.
8.4 Failure to meet the driver
The Passenger is responsible for attending the agreed Meeting Point promptly and for maintaining communication where necessary. If the Passenger cannot locate the Driver, the Passenger must make reasonable efforts to contact the Company or the Driver using the provided contact details.
8.5 No-Show
A booking shall be treated as a No-Show where:
- The passenger fails to attend within the applicable waiting period
- The passenger is not reachable
- The pickup cannot be completed due to the Passenger’s failure to appear or cooperate
- The passenger leaves the pickup area without notifying the Company
In the event of a No-Show, the full fare shall be payable.
9. Vehicle Allocation and Luggage
9.1 Vehicle categories
The Company will use reasonable efforts to provide the vehicle category booked or quoted. However, specific vehicle make, model, color, or branding is not guaranteed. Where operationally necessary, the Company may substitute the booked vehicle with an equivalent or higher-category vehicle at no extra cost to the Passenger.9.2 Luggage
The Passenger must ensure that the luggage details provided at the time of booking are accurate. Luggage capacity varies according to vehicle type, and it is the Passenger’s responsibility to book a suitable vehicle.9.3 Oversized or undeclared items
Any oversized, fragile, valuable, or unusual items, including wheelchairs, pushchairs, sports equipment, and musical instruments, must be declared in advance. Failure to declare such items may result in:- Refusal of carriage
- Booking delay
- Additional charges
- The requirement for a larger vehicle
10. Children and Unaccompanied Minors
Child seats may be provided, subject to availability and only upon advance request. The Passenger is responsible for providing accurate child age and seating requirements.
Parents, guardians, or accompanying adults are responsible for ensuring that children are appropriately supervised and secured during the journey.
The Company may refuse to carry unaccompanied minors unless specific prior arrangements have been agreed in writing. Where such travel is permitted, the Company accepts no greater duty than required by law.
11. Passenger Conduct
Passengers must behave in a safe, lawful, and respectful manner at all times. The following conduct is prohibited:- smoking or vaping in the vehicle
- Consuming alcohol without permission
- abusive, threatening, violent, or discriminatory behavior
- conduct likely to endanger the Driver, vehicle, other passengers, or the public
- causing damage, excessive soiling, or contamination to the vehicle
- carrying prohibited, unlawful, dangerous, or hazardous items
12. Amendments and Cancellation
12.1 Booking amendments
Requests to amend a booking are subject to availability and operational feasibility.
The Company will use reasonable efforts to accommodate requested changes. However, amendments may result in revised pricing or additional charges.
12.2 Amendment timing
Where an amendment request is made more than 15 hours before the scheduled pickup time, the Company will usually seek to accommodate the change without amendment charges, although any fare difference shall remain payable.
Amendment requests made within 3 hours of pickup may not be possible and may incur additional charges.
12.3 Cancellation by the Passenger
Bookings canceled up to 12 hours before the scheduled pickup time may be cancelled subject to an administrative charge of up to 7% of the booking value.
Where a booking is canceled less than 12 hours before pickup, the full fare may be charged.
12.4 Airport delays
For airport pickups, reasonable delays in flight arrival will be accommodated only where correct flight information has been supplied at the time of booking.
12.5 Cancellation by the Company
The Company may cancel a booking where performance becomes impossible, unsafe, unlawful, or materially impracticable. In such cases, the Company will use reasonable efforts to notify the Passenger and, where appropriate, refund sums paid for services not provided.
13. Liability
13.1 General limitation
The Company shall be liable only for direct loss or damage suffered by the Passenger where such loss or damage is proven to have been caused by the Company’s negligence, breach of contract,or other liability that cannot lawfully be excluded.13.2 Excluded losses
To the fullest extent permitted by law, the Company shall not be liable for:- indirect or consequential loss
- loss of profits, business, goodwill, or opportunity
- missed flights, trains, appointments, or connections caused by traffic, road incidents, severe weather, security delays, or other circumstances beyond the Company’s reasonable control
- delays caused by incorrect booking information supplied by the Passenger
- losses arising from a Passenger’s failure to allow adequate journey time
- property lost, forgotten, damaged, or left behind in a vehicle, except where caused by the The company’s negligence
13.3 Lost property
Any property left in a vehicle is left entirely at the Passenger’s risk. If lost property is found and recovered, the Company may retain it for up to 25 days. After that period, the Company may dispose of the item as it considers appropriate. If the Passenger wishes to return the item, the Passenger must arrange collection or pay the cost of delivery, courier, or special transport.13.4 Vehicle breakdowns and service disruption
In the event of a vehicle breakdown or service disruption, the Company will use reasonable efforts to provide a replacement vehicle or otherwise minimize disruption. However, no guarantee can be given that replacement transport will always be available immediately.13.5 Nothing in these Terms
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to:- severe weather
- flooding
- road traffic accidents
- road closures
- airport disruption
- industrial action
- civil unrest
- terrorism or security incidents
- public emergencies
- government action or restrictions
- utility failure
- major vehicle or systems failure outside reasonable control
15. Privacy and Data Protection
The Company is committed to handling personal data lawfully, fairly, and securely.
15.1 Privacy and Data Protection
The Company may collect, store, and use personal information for purposes including:
- processing bookings
- providing transportation services
- communicating with Passengers
- processing payments
- handling customer support and complaints
- complying with legal and regulatory obligations
- fraud prevention and security monitoring
- service improvement and internal record keeping
15.2 Data sharing
The Company may share relevant booking and contact details with Drivers, subcontractors, transportation providers, payment processors, IT service providers, and regulators where reasonably necessary to provide services or comply with legal obligations.
15.3 Data protection
The Company will process personal data in accordance with applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
15.3 Customer responsibility
Passengers must ensure that the information they provide is accurate and that they have the authority to provide the personal information of any other passenger included in a booking.
15.3 Privacy policy
Further details about how the Company handles personal data may be set out in a separate Privacy Policy published on the Company’s website. Where such a policy exists, it should be read together with these Terms and Conditions.
16. Complaints
16.1 Raising a complaint
If you are dissatisfied with any aspect of the Company’s services, you should contact the Company as soon as reasonably possible with full details of your complaint.
16.2 Information required
To allow the complaint to be investigated properly, you should provide:
- your full name
- booking reference
- journey date and time
- details of the issue
- any supporting information or evidence
16.3 Investigation
The Company will investigate complaints in a reasonable and fair manner and will aim to respond within a reasonable timeframe.
16.4 Regulatory complaints
Nothing in these Terms prevents a Passenger from raising a complaint with any relevant regulator or enforcement authority where appropriate.
17. Intellectual Property
All intellectual property rights in the Company’s website, branding, logos, booking systems, software, text, images, designs, and related content belong to or are licensed to UK Airport Rides Ltd. No person may copy, reproduce, distribute, modify, reverse engineer, scrape, or commercially exploit any part of the Company’s systems or content without prior written permission.18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to determine any such dispute or claim.
19. General Legal Provisions
19.1 Entire agreement
These Terms and Conditions constitute the entire agreement between the Passenger and UK Airport Rides Ltd in relation to the services and supersede any previous discussions.
understandings, or representations, whether oral or written, unless expressly agreed otherwise in writing.
19.2 Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed, and the remaining provisions shall remain in full force and effect.
19.3 No waiver
Any failure or delay by the Company in enforcing any right or remedy under these Terms shall not constitute a waiver of that or any other right or remedy.
19.4 Assignment
The Passenger may not assign, transfer, or otherwise dispose of any rights or obligations under these Terms without the Company’s prior written consent.
The Company may assign, subcontract, or transfer its rights and obligations where lawful and appropriate to do so.
19.5 Updates to Terms
The Company reserves the right to amend these Terms and Conditions from time to time. The latest version published on the Company’s website shall apply to new bookings from the date of publication.
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