Help & Frequently Asked Questions

The check-out process is carried out on the platform. A booking is completed when the check-out is completed, and the booking is confirmed by e-mail: a booking is a contract between the Operator and the passenger for a journey described.

Once you receive the confirmation e-mail, your booking is confirmed. You will be sent a confirmation e-mail and SMS with your booking reference and driver information.

Your driver will be identified by name, vehicle registration, and contact number, which are given to you at least 2 hours before your pick-up.

Yes. Airport Rides UK is not suitable for use by anyone younger than 18 years of age and cannot be booked by anyone under 18 years. The platform is designed for users 18 years or older; no personal data is knowingly gathered from users under 18 years of age.

Airport Rides UK is an agent that links you with licensed Operators. The contract for the actual journey is between you and the Operator, and Airport Rides UK is not a party to that contract.

The waiting time allowance is 15 minutes for standard pick-up and 60 minutes for pick-up from the airport from the time of confirmation of landing time.

You must ensure that the information you provide is accurate, up-to-date and complete, that contact information is accurate when booking and at the time of your travel and that you declare the correct number of passengers and items of luggage.

Yes. All prices shown are Fixed Fares: the price offered at the time of booking.

Yes. Prices are all VAT included.

No. No service charge or hidden extras added at check-out; no booking fee.

No. If journey conditions (e.g. traffic or road closures) change after your quote, your quoted fare will not be raised after booking.

Extra pick-ups and/or major route alterations en route can incur extra fees, determined by the driver.

No - promotion codes are applied at check-out, have their own terms and conditions, and can only be used once per booking.

Airport Rides UK implements a Fare Protection Guarantee, meaning that if an Operator charges you more than the quoted Fixed Fare, this is refunded and a compliance review of this Operator is conducted.

Payments will be accepted at booking, via our secure payment processor, Stripe.

Visa, Mastercard, American Express, Apple Pay, or Google Pay.

The payment provider used by Airport Rides UK is PCI DSS compliant, and Airport Rides UK stores no raw card numbers. Payment data is only processed by PCI DSS Level 1 certified processors; data in transit is encrypted with TLS 1.3, and data at rest is encrypted with AES-256.

Log in to your account and locate “My Bookings”, or reach out to the airportridesuk support crew at admin@airportridesuk.com.

It will depend on the notice that is given. 24 hours or more before the pick-up: the full refund will be given. Refunds will be issued if you cancel between 2 and 24 hours before pickup: 50%. Less than 2 hours before pick-up: NO REFUND. There is no refund for a passenger no-show.

The refund is issued back to the original payment instrument, and it may take 5-7 working days to receive the full refund for cancellations made over 24 hours before the booking. In the event of an operator cancellation, you will receive a 100% refund plus an inconvenience credit of £10.

You shop around within the platform and finish checkout. The contract for the journey is between you and the operator, and Airport Rides UK Ltd is an agent for them.

For airport pick-up, please be aware that it is confirmed upon checkout, and a confirmation e-mail will be sent when you have one. Upon confirmation, this would be a binding contract with the operator for the journey described.

You will be informed at least 2 hours in advance of your pick-up time of the driver’s name, vehicle registration, and contact number. Once booked, you will receive a confirmation e-mail and SMS containing your booking reference.

The 60-minute waiting allowance is for arrivals at the airport, from the moment of the confirmed landing. The 15-minute allowance for standard non-airport pick-ups is included.

The 60-minute allowance is based on your confirmed landing time and not the time you were booked to be picked up, which therefore runs with the flight. There is no other delay procedure described in the Terms, so reach out to support directly for other delays.

The booking fee is collected via Stripe, their payment system. Pay-on-arrival is not included in the Terms.

Visa, Mastercard, American Express, Apple Pay, or Google Pay.

Yes. All prices quoted are Fixed Fares, and if there is a change in traffic situation or road closures, the journey will not be added to the cost.

Yes. Fixed Fares are quoted including VAT.

No. The Terms state that there are no booking fees, service charges, or hidden extras when booking.

Extra charges may apply if additional stops or major changes in routes are requested on the trip. There may also be extra charges for damage to the car.

Yes, at checkout. Each promotional code will have its own set of conditions and may only be used once per booking.

A full refund will be provided if cancelled more than 24 hours prior to pick-up. The refund will be paid via the original payment method and is subject to a 5-7 day processing time. If a player chooses to quit during the 2-24 hour period, the player will receive a 50% refund. Less than 2 hours before pick-up, or if a passenger does not show up, there is no refund.

Log in to your account and use the feature of ‘My Bookings’ or send an e-mail to the support team at admin@airportridesuk.com.

A full refund plus £10 inconvenience credit is given.

Fare Protection Guarantee is in effect. The difference is refunded, and a compliance review of that operator is carried out.

The operator shall deliver the vehicle described on time and at the agreed place and for safe transportation. Airport Rides UK Ltd disclaims any liability for the acts or omissions of the operator and states that the maximum liability of Airport Rides UK Ltd for any claim will not exceed the amount of the booking.

Any complaints regarding drivers’ behaviour, vehicle condition, or failure to collect should be reported within 48 hours of the journey. Complaints are accepted within 24 hours, and efforts are made to resolve the complaints within 10 working days, though this may be escalated to CEDR’s alternative dispute resolution scheme.

Yes. The platform is accessed and bookings are made at the age of 18 years.

Your name, phone number, and travel information are provided to the operator who will complete the ride. No raw card numbers are stored; a PCI DSS-compliant provider makes payments, and booking records are kept for 7 years for UK tax and accounting purposes.

Airport Rides UK Ltd is acting as an agent to find you a licensed operator. The charter of the journey is made between you and the operator, who has to provide you with the vehicle described, on time and at the agreed pick-up point.

Yes. Every operator mentioned on the platform has confirmed that they hold a valid private hire or taxi licence in the UK, appropriate vehicle insurance, and driver DBS certification.

At least two hours prior to your scheduled pick-up, driver information such as the driver’s name, Vehicle Registration Number, and contact number is provided. A confirmation e-mail and SMS will also be sent to you with your booking reference.

Yes. You are responsible for making sure the number of passengers and luggage declared at the time of booking is correct under our Terms. An under-declared risk is the risk of arriving with a vehicle that is not capable of carrying everything.

The operator provides the vehicle you booked according to the information you’re providing. Those details may not be correct, and the car might not be able to accommodate the additional passengers or cargo. Make changes to the booking in advance; do not make roadside changes.

We can confirm that all luggage must be declared properly at the time of booking; please be sure to book your oversized luggage.

No, ALL prices listed are Fixed Fares (plus VAT) and ALL money collected is visible on the booking and expressed in the displayed rates; no booking fees, service charges or hidden extras are levied at booking time. The quoted fare shall not be raised after booking, regardless of the change of conditions for the journey.

No. If the conditions of the journey change (traffic, road closure, etc.) after booking, the quoted fare will not change.

We have a Fare Protection Guarantee. If an operator bills you more than what is quoted on the Fixed Fare, the difference will be refunded, and a compliance review will be carried out on that Operator.

If there are any further stops or changes to the route during the trip, there may be further charges, which will be negotiated with the driver.

We use our secure payment processor, Stripe to accept payment at the time of booking.

Visa, Mastercard, American Express, and Apple Pay or Google Pay are accepted. We never store raw card numbers, but details of payment cards are processed by our payment card processor, who is PCI DSS compliant.

No, Promotional codes and discounts are only credited at checkout, and only one discount can be used per booking.

The 15-minute waiting time allowance is applicable for standard pick-ups, and 60 minutes for pick-ups at the airport, which is from the time when the landing is confirmed.

Failure by the passenger to appear does not entitle passengers to a cancellation.

It is expected that you be courteous to the driver and the car; damage to the vehicle can lead to further fees.

If a vehicle is not in a fit state to travel, or the driver’s behaviour or failure to pick up is an issue, it should be reported to Airport Rides UK support within 48 hours of the trip at admin@airportridesuk.com. We will seek to recognise complaints within 24 hours and resolve them within 10 working days. Any disputes that remain unresolved may be referred to the Alternative Dispute Resolution scheme to which we belong (CEDR).

Yes, please be aware of our cancellation policy. For any cancellation more than 24 hours prior to pick-up, a full refund will be provided within 5-7 working days. 2-24 hours prior to pick-up, a 50% refund will be provided, and no refund will be made within 2 hours of pick-up. If the operator has cancelled, you will get a full refund and a £10 “inconvenience” credit. The refunds are returned to the method of payment.

Your name, phone number, and journey are passed on to the operator you book with, which enables them to complete your ride. We will not sell your personally identifiable information.

The e-mail address for our support team is admin@airportridesuk.com or contact them directly on their phone number 020 3504 2017. 

Airport Rides UK Ltd is a comparison and booking website. Hiring a driver from us guarantees that you’ll be able to reserve a taxi or private hire car at a discount, with the driver included. We’re the agent in that deal.

The journey is under your contract with the Operator and not Airport Rides UK Ltd. In accordance with the terms of that contract, Airport Rides UK Ltd is not a party to that contract. Your booking is binding when you check out, and you receive your booking confirmation email.

All Operators registered on the platform have confirmed they hold valid private hire/taxi licences, have appropriate vehicle insurance and driver DBS certification, along with agreeing to the Operator Terms.

Yes. All the prices displayed are Fixed Fares and include VAT. The terms define the Fixed Fare as the fare that was given when booking the tickets.

No. No booking fees, charges, or hidden charges are added at check-in.

It is paid for right away using Stripe, the payment platform’s secure processor.

Visa, Mastercard, American Express, and Visa or Mastercard + Apple Pay or Google Pay.

No. Card details are passed through a payment provider that complies with PCI DSS, and the privacy policy specifies that raw card numbers are never stored. TLS 1.3 is used for encrypting data in transit, and AES-256 is used for data at rest.

No. The fare that is quoted does not get higher once you have booked the journey, even if the journey changes (e.g. due to traffic or the closure of a road).

Airport Rides UK Ltd has a Fare Protection Guarantee. If an Operator quotes an Operator Fixed Fare higher than the Operator pays, then the excess is refunded, and a compliance review of the Operator is conducted.

Further stops or major changes in route during the trip are subject to extra charges, which are to be agreed with the driver at the time of the trip.

Yes. Promotional codes will be used during checkout and come with their own specific terms. Each booking can use only one code.

Cancellation will result in a 100% refund if it happens more than 24 hours before pick-up, which will take 5-7 working days. Refunds will be made for 50% of the cost if either the student or the parent cancels within 2-24 hours of pick-up. Immediate cancellations (less than 2 hours prior to pick-up) will not be refunded. You can cancel by logging into your account and clicking on “My Bookings,” or you may email admin@airportridesuk.com. Refunds will be sent back to the way you paid.

You will get your money back and an inconvenience allowance of £10.

Driver information such as name, vehicle registration, and contact number will be given at least 2 hours prior to the scheduled pick-up. A confirmation email and SMS are also sent to you with a booking reference.

Standard pick-ups will have a wait time of 15 minutes. On the plane, 60 minutes are granted for airport arrivals, from the time of the confirmed landing.

The passenger does not get a refund if they do not appear for the trip.

Yes, it is required that you are 18 or older to use the platform and book a trip. The platform is not targeted to children under the age of 18, and the privacy policy states that data is not knowingly collected from any children.

The Operator you book from for your journey is provided with your name, phone number, and journey details, which they use to complete your journey. Airport Rides UK Ltd does not trade in any personal information.

If there is any concern regarding driver actions, vehicle condition, or an unmade appointment, please get in touch with support 48 hours after the trip at admin@airportridesuk.com. Complaints are recognised within 24 hours and seek to be met within 10 working days. If a complaint can’t be resolved that way, it can be taken to a formal scheme of Alternative Dispute Resolution (ADR) that the company is a member of (CEDR), or it can be reported to Trading Standards or Citizens Advice.

Online payment is made on the booking platform. We use Stripe as our payment processor, which is a secure option.

Payment will be made upon booking and not at the end of the trip. Your booking is confirmed when you complete checkout and receive your booking confirmation email.

We accept Visa, Mastercard, American Express, Apple Pay, or Google Pay.

Yes. All prices on the platform are Fixed Fares, which include VAT.

No. No booking fees, service charges, or hidden extras are added at checkout. The quoted price is the price you will pay.

No. If the journey becomes more difficult because of traffic, road closures, etc. after booking, the published fare will not go up.

Under certain conditions only. Changes of route or stops above and beyond the regular route, or the addition of substantial changes in route, may result in extra fees agreed upon with the driver. Charges may also be incurred if damage is done to a vehicle.

Airport Rides UK has a Fare Protection Guarantee. Any operator that quotes a Fixed Fare and charges you more than that will be refunded the balance, and a compliance review will be conducted on that operator.

Yes. Promotional codes and discounts, where applicable, are applied at checkout and have their own terms. One code can be used per booking only.

We never store raw card information – No. A PCI DSS compliant payment provider processes card details. TLS 1.3 is used to encrypt data in transit, and AES-256 is used to encrypt data at rest. UK tax and accounting obligations mean that the booking and transaction records are kept for seven years.

Without the consent of the person. Unauthorized use of another user’s payment method is considered a violation and could lead to the immediate suspension of your account, the recovery of losses, and referral to the appropriate authorities.

You can log in to your account and access the section ‘My Bookings’ or reach out to the support team at admin@airportridesuk.com.

A full refund will be made within 5 to 7 working days.

Cancellations within 2 hours of the scheduled pick-up time have no refund.

The passenger is not entitled to a refund in case of no-show.

Waiting time allowance for a standard pick-up: 15 minutes; for airport pick-up: 60 minutes from the landing time.

A full refund and a £10 inconvenience credit.

All refunds are issued by the payment method that was used to make the booking.

Please get in touch with the AirportridesUK support team within 48 hours of the trip. A complaint is recognised within 24 hours, with the intention of resolving any complaint within 10 working days. If the issue can’t be settled out of court, you can take it to the CEDR (Centre for Effective Dispute Resolution) scheme, or contact Trading Standards or the Citizens Advice consumer helpline.