TERMS AND CONDITIONS

Terms & Conditions

THESE STANDARD TERMS OF SERVICE APPLY TO PERSONAL, NON-COMMERCIAL, USE OF THE SERVICES.

CONSUMER STANDARD TERMS OF SERVICE

We are Airport Connections Limited, a company registered in England and Wales (registration number: 06236784) whose registered address is located at Unit 19 Kings Park Business, Centre 152 Kingston Road, New Malden, Surrey, KT3 3ST ("Airport Connections", "we", “our” or "us"). We provide Passenger Services either via, licensed operator or affiliated partner(s) as set out in these Terms (collectively the “Services”). When you book one or more Services these consumer standard terms together with all annexes, appendices, price lists and all linked pages indicated and documents referred to herein apply to your use, and the Passenger’s use, of the Services (the “Terms”). We keep these Terms (including pricing) updated and we amend them every so often. Please remember to check these Terms before you make a Booking, as the latest set of Terms will apply to your Booking. 

Once your booking is confirmed You will receive a 'Journey Acknowledgement' email / SMS for the journey(s) you have booked. You the (customer/passenger) are responsible for checking that the details received to us are correct.

You (customer/passenger) will receive 'Journey Details' email/SMS when the journey(s) will be confirmed by Airport Connections Ltd or its affiliated operator partner(s). This will contain pick-up instructions and the assigned driver's contact details once the journey is confirmed and is assigned to the driver. Airport Connections Ltd or its affiliated operator partner(s) will not refund you if you have forgotten to take this with you.

Airport Connections Ltd or its affiliated operator partner(s) do not accept any responsibility in any way for missed flights for whatever reason i.e., road closures, traffic delays, accidents, breakdowns, severe weather conditions or any unforeseen circumstances.

We advise passengers to plan to arrive at the airport 4 hours prior to flight departure to allow for possible unpredicted delays in route to or from the airport. Airport Connections Ltd or its affiliated operator partner(s) will not take responsibility for any passengers missing their flight if four hour check in time was not given.

You are free, of course, to arrange to get to the airport for a time of less than 4 hours prior to flight departure, however Airport Connections Ltd or its affiliated operator partner(s) accepts no responsibility for any missed flight due to this.

If willing, all passengers are advised to have adequate travel insurance prior to booking.

No responsibilities for costs to be refunded to any passengers who do not wait for their driver but instead take alternative transportation.

Airport Connections Ltd or its affiliated operator partner(s) do not accept any responsibility in any way if the passenger/ luggage requirements exceed the luggage capacity of the vehicle booked. If you are unsure about the luggage capacity of the vehicle booked please contact Airport Connections Ltd or its affiliated operator partner/s’ customer services team immediately.

For passengers’ safety, Minicab Licensing regulations require all luggage to be securely fastened in the boot of the vehicle, please ensure to take this into account when choosing a vehicle.

Airport Connections Ltd or its affiliated operator partner(s) reserve the right to refuse carriage of animals (not agreed at the point of booking). All animals must be secured in a suitable transport box/crate. Airport Connections Ltd or its affiliated operator partner/s accepts no responsibility for costs incurred from a failure to abide by these terms.

The exact route of your journey is down to the driver's discretion on the day of travel, alternate routes may be requested and will be assessed by the driver on a case-by-case basis.

Please ensure you give us your arrival times and dates into the UK and not your departing information.

We normally track flights (if flight number is provided at the time of booking). If your flight has any serious delays, please inform us as soon as possible.

Airport Connections Ltd use our own transport wherever possible but Airport Connections Ltd also use third party companies where appropriate.

Airport Connections or its affiliated operator partner/s reserves the right to provide an upgraded car type from the original selected if your chosen vehicle is unavailable.

Reservations made for service on the following timings and dates will be subject to an additional 50% surcharge on published prices: 18:00 24th December to 23:59 26th December, 18:00 31st December to 23:59 1st January, other days can also be affected due to any local events, weather or traffic related issues.

Payments

All card payments are processed securely by well renowned companies “Stripe” and/or “Sum-up” and/or “PayPal”. Airport Connections Ltd or its affiliated operator partner/s do not process or retain card details, except for selected metadata returned to us by Stripe (card type, expiry date, etc). These services use the latest 3DSv2 security checks for strong customer authentication.

During the payment process, you may be offered the opportunity to 'save' your card for easier future use. This optional facility is offered by payment gateways (third parties), who will retain your card details securely on behalf of Airport Connections Ltd or its affiliated operator partner/s; typically until the card expires. Airport Connections Ltd may instruct those third party (payment gateway) to delete these saved details prior to the card expiry if your account with us is deemed to be inactive. Note that you will still need to provide some security details when using a saved card. You may delete saved cards at any time from your online account area, or by contacting us.

Customer-initiated transactions (CIT) performed on our public website are initialised with the ability to be 'repeated', subject to relevant security checks. This could be for a different amount to the original payment. For example, if you were to request a 'Meet & Greet' service be added to your journey after your booking is placed, with your permission we may acquire the additional fee for this service from the original payment method without needing to re-take card details. You will always have the opportunity to choose an alternate payment option. Full or partial refunds can also be applied to the original payment method to cover fare reductions or cancellations; however please note that fees may apply for cancellations, depending on the circumstances (see 'Cancellations' in the 'Policies' section).

Policies & Notices

No Show(s)

A driver may cancel your request and charge you £6.00, if you do not meet the driver and journey do not take start within 6 minutes after the arrival of the driver at your pickup location. If booking request is made via web or app, its your responsibility to track the driver location and set correct pick-up location. If journey is booked through phone or email it is also your responsibility to provide correct and accessible contact information. If you misuse services of Airport Connection or its affiliate partner(s), they may share your details among each other and block you from there platforms until you pay them in advance and top up your wallet balance.

 

Waiting Time

For ASAP journeys, On the arrival at your requested pick-up point, driver will wait for up to 6 minutes and expects you to meet him/her and journey can be started.

During journey on each stopover, a wait time charge will be applied after 2 free minutes. Charges are applied at the rate of 0.40p – 0.80p per minute depending vehicle category.  

For Advanced Bookings or Reservations, On the arrival at your requested pick-up point, driver will wait for up to 9 minutes and expects you to meet him/her and journey can be started.

During the journey on each stopover, a wait time charge will be applied after 2 free minutes.

Charges are applied at the rate of 0.40p – 0.80p per minute depending on vehicle category.

For ASAP airport/ airport pick up(s), 6 free minutes as waiting time will be granted and wait time charges will applied at the rate of 0.40p – 0.80p per minute depending on vehicle category. Driver also authorised to ask you additional car park charges, airport charges or toll charges if applied.

For Pre-Booked or Reservation from airport/ airport pick up(s), as standard, Airport Connections or its affiliated operator partner/s allows all passengers 1 hour maximum from the time the flight lands to meet/contact with their driver. After this, waiting time will be charged, regardless of reason, at the rate of 0.40p – 0.80p per minute (which may be more depending on your requested vehicle category).

Airport Connections or its affiliated operator partner/s will honour requests for a “deferred” collection time, e.g. [X] minutes after flight landing. However, customers requesting this, are not entitled to any additional waiting time beyond the requested period. No compensation will be offered if the passenger(s) was ready earlier than planned and had to wait until the scheduled collection time for the driver/s to arrive.

Airport Connections or its affiliated operator partner/s will assume you wish for a ‘standard’ collection unless otherwise informed in writing in advance of the journey by contacting Airport Connections or its affiliated operator partner.

Driver also authorised to ask you additional car park charges, airport charges or toll charges if applied.

Tolls

Majority of Toll charges are included in the instant online quotes but if for any reason for example, traffic block or diverted situation or driver as per passenger’s instructions, additional charges will be applied too and driver may ask you pay directly if automatically not deducted by the system.

Amendments

Any amendment must be made via your account by logging on customer web portal, app, an email or by telephone to us (Airport Connections Ltd or its affiliated partner/s to which you will receive an email/SMS confirming the amendments. Please do not make amendments with your driver. Please note, fare amount may vary to the original quotation and you are agreed to pay otherwise you have right to cancel the request.

Re-Booking

All bookings must be made via your account by logging on customer web portal, app or through the telephone, mobile app or e-mail to Airport Connections Ltd or its affiliated partner/s. In this way confirmations are sent out and the journey is insured.

 

 

Cancellations

Cancellation by Customer

For Asap nature of journey a cancellation fee £7.00 will be applied within the 3 minutes of driver’s dispatchment and before the arrival of driver at your destination.

For Pre-booked or reservations, Airport Connections or its affiliated operator partner/s will accept any cancellation as long as 24 hours’ notice is provided. There will be a £7.00 or 10% (whichever is higher) administration / transaction charge per journey. All cancellations must be made via customer web portal, app or through the telephone, mobile app or e-mail to Airport Connections Ltd or its affiliated partner/s.

If you do not receive an email from Airport Connections or its affiliated operator partner/s confirming the cancellation, then we have not received it. In such case, please call our out of hours number which is 020 8145 4555.

Refunds will not be issued in the following circumstances:

- No refund is made if the passenger does not show up for pre-paid journeys.

- No refund is made for cancellation of a booking with less than 24 hours notice provided or afterwards.

- All other circumstances where a refund may be possible should be addressed directly with Airport Connections Ltd’s customer services.

Cancellation by Driver(s)

A driver may Cancel your request with or without any reason,

Cancellation by Airport Connections or its affiliates

Adverse weather conditions, road incident to or from your location(s)

 

Complaints

Any complaints regarding service should be raised in writing with our office, preferably by reply to your confirmation email. All complaints must be submitted within 24 – 48 hours of the event giving rise to the complaint. you can email us on justminicab@gmail.com

Please note that some calls may be recorded for quality and training purposes.

  

Accidents/Damage Policy

Airport Connections Ltd or its affiliated operator partner/s do not accept any responsibility in any way if the passenger/luggage had to face any damage/accident. In such a scenario, please check with the driver for the private hire insurance policy details.

It is highly advised, in response to any such unpleasant circumstances, passengers should arrange trip insurance for them according to their needs.

Lost Property Policy

If you or any Passenger leaves any property in a Vehicle, we will not be responsible for such property. Where a Driver finds such property, we will use reasonable efforts to store the property for 28 days and you can contact us by sending an email to airportsconnectins@gmail.com with your booking number or journey information to have the property returned for which a charge may apply. After 28 days, we may return, donate, sell, destroy or otherwise dispose of the property and we shall not be accountable to you for it.

Passenger Conduct

During the provision of any Passenger Services, you and all your Passengers must:

  1. not smoke, including electronic cigarettes;
  2. not play any musical instrument or broadcast any recorded music;
  3. not consume alcohol nor be intoxicated;
  4. wear a seatbelt at all times whilst in the Vehicle;
  5. not engage in excessive physical contact;
  6. not behave in a disorderly, inappropriate, threatening or abusive manner, or be a nuisance, distraction or a danger to the Driver or other road users;
  7. unload and load your own luggage (including any bicycle or pet). Drivers may assist at their discretion and at your sole risk;
  8. not film or record inside the Vehicle at any time.

 

If you and any of your Passengers do not comply with the above conditions, the Driver may refuse to commence or continue your Booking, and you shall be charged a Cancellation Fee.

Airport Connections Ltd or its affiliated operator partner/s may, at their discretion, assist you or your Passengers needing assistance to enter or exit the Vehicle, but shall do so at your sole risk.

Updated on 28th August 2022