Booking Terms & Conditions

Quotes, Fixed Fares & Additional charges:

  • All fares are in GBP & are inclusive of VAT (where applicable).
  • ADL is open for bookings from 06:00 – 22:00 (Mon-Sat). However, our operations team is available on 24/7 for all pre booked journeys.

Flight tracking & Meet and Greet Service:

  • ADL does not charge additional fees for Meet and Greet service.
  • For Airport pickups where Customer / Passenger has provided accurate flight details, ADL will track the flight and adjust your pickup time accordingly so that our driver can meet you at the meeting point on time.
  • In order to ensure ADL meets customer’s expectations, customer / passenger must provide a valid contact number at the time of booking. For international numbers, please ensure your contact number is active when you arrive in the UK.

Meeting point for Airport Pickups: (Only applicable where the customer has provided valid flight details on the booking) 

  • London Heathrow Terminal 2: Café Nero / WH Smith within arrivals hall
  • London Heathrow Terminal 3: Café Nero / WH Smith within arrivals hall
  • London Heathrow Terminal 4: WH Smith within arrivals hall
  • London Heathrow Terminal 5: COSTA Coffee within arrivals hall
  • Gatwick North Terminal: COSTA Coffee within arrivals hall
  • Gatwick South Terminal: COSTA Coffee within arrivals hall
  • Luton: Designated Pick up / Drop off area outside arrivals hall
  • Stansted: Designated Pick up / Drop off area outside arrivals hall

Fixed Fares & Routes:

  • Airport Drives Ltd offers fair & transparent fares system for both our “Customers” & “Drivers” as our ultimate goal is to provide an exceptional service to all our customers & at the same time, ensure that all our drivers are treated fairly.
  • All fares are calculated based on the shortest distance, time of journey, indicative amount of time a trip will require. Any special requests must be mentioned under “Special requests” / “Notes” section e.g., “I need to use M25 instead of going through the city roads” & Airport Drives Ltd will offer fares based on such requests.
  • Please note, using alternate routes such as motorways instead of recommended routes will result in extra mileage and the fares will be calculated accordingly.
  • Our fares include Airport pick up / drop off / toll charges i.e., “you pay what your see” subject to using the routes recommended by Airport Drives Ltd. Customer agrees to pay additional charges in actuals in the event of the customer requesting an alternate route which results in additional Toll or Pick up / Drop off charges e.g., Booking is requested for drop off at London Heathrow Airport Terminal 5 but now the customer requires additional drop off at London Heathrow Airport Terminal 2 – In this case, customer will pay additional drop off charge in actuals and the journey will be considered as “amended” so additional charges towards the actual fare will also apply (this must be agreed with the office and paid accordingly)

Special requests: 

  • At Airport Drives Ltd, we are always here to help & will try our best to accommodate any requests mentioned at the time of booking a journey. Should a customer have special requests such as “require Booster or Child seat” it must be mentioned at the time of booking under “Notes” or “Special Requests” section and we will look into it as a matter of priority & will provide such services as long as they are reasonable & within our reach. Airport Drives Ltd do not charge any additional amount for Child Seats / Booster Seats and hence such requests must be treated as a complementary service that we offer to our customers.
  • Please note: Child Seats / Booster Seats are always in demand during busy periods and will be made available on “first come first served” basis. It is highly unlikely that such requests are not fulfilled but in the event of customer requesting a Child Seat or a Booster Seat at the time of booking and the same is not available – No refund will be issued & the customer agrees to continue their journey without the same. We would also like to highlight that all London Private Hire Vehicles are exempt from this law so If the driver is not in a position to offer / provide the correct child car seat, children can travel still travel without one – but only if they travel on a rear seat and wear an adult seat belt if they’re 3 years or older & without a seat belt if they’re under 3 so a child can travel without a child car seat in private hire vehicles.

Complementary / Free waiting time and additional waiting time charges:

  • Local address / Hotel Pickups: Agreed Fares include 15 minutes free waiting time (from the agreed pick-up time) for all local pickup locations including pickups from Hotels @£10.00 for every 15 minutes calculating exact number of minutes till driver meets the passenger. The surcharge has to be paid on site before commencing the journey.  Any additional charges must be paid by contacting office and not to the driver under any circumstances unless authorised by our Operations team
  • Airport pickups (only applicable where a flight number is provided): Agreed fare includes 60 minutes free waiting time (from the agreed pick-up time / flight landing time). After 60 minutes of free waiting time, Customer agrees to pay £50.00 for every hour waiting time (calculated on actual number of additional minutes). In the event the assigned driver is no longer available for the agreed booking, Airport Drives Ltd reserves the right to reassign the journey to another driver and vehicle. The surcharge has to be paid on site before commencing the journey. Any additional charges must be paid by contacting office and not to the driver under any circumstances unless authorised by our Operations team
  • In case the driver is not available after the complimentary wait time, please contact our customer service so we can try to find a solution together.

Missed Flight / Flight reassigned to another terminal / Airport by Airline:

  • In case you miss your flight / it is reassigned by the AIRLINE or diverted to another airport, the reservation can no longer be cancelled, the ride will be considered as NO-SHOW and charged in full.
  • Any changes to the booking can be done up to 24 hours before the requested pickup time mentioned on the original booking. Any supplement / waiting charges / additional stops / changes to pick up or destination address must be notified directly to our office by calling the office number provided on the booking confirmation provided by Airport Drives Ltd. We will try our best to accommodate your request to amend the original booking and will confirm any additional charges (where applicable) but neither Airport Drives Ltd nor the driver is obliged to offer an alternative solution, customer can request a receipt for the trip to request any refunds from the airline or the relevant third party who caused the flight loss.

Cancellations & Refunds Policy:

  • Changes to a booked journey is free of charge if there are more than 24 hours left before the agreed pickup time i.e., customer can make changes to a booked trip up to 24 hours before pick-up time. Any changes to the booked trip within 24 hours from the agreed / requested pickup time on the booking will be charged which must be agreed and paid before commencing the journey.
  • Cancellations within 24 hours or less before the agreed pickup time and in case of no-show, the total price must be paid and a refund will not be applicable i.e., Customer will be charged 100% of the booking amount.
  • In the event of flight cancellations and the booking is no longer cancellable, the ride will be considered as “NO SHOW” and customer will be charged in full.
  • Customer can cancel a booking up to 24 hours before the scheduled pickup time requested on the original booking and a full refund will be issued within 24 hours from the request to cancel the booking. Although it may take up to 5 working days before the refund is credited into the customer’s account depending the customer’s bank (Please note: Airport Drives Ltd do not have any control over this once a refund is initiated and Airport Drives Ltd cannot be held responsible for any delays caused by the banks).
  • Refund confirmation will be provided to the customer within 4 hours from the time a valid cancellation is requested.

Passenger “No Show”: Driver arrives at the pickup location on time but cannot locate the customer / passenger at the agreed meeting point &the passenger / customer is not contactable on the contact number provided by the customer / passenger on the booking – Driver will then wait for the entire free waiting time and if the customer / passenger is still not reachable then the trip will be considered as a “No Show” by the customer / passenger and this trip’s fare will be charged in full & no refunds will be issued.

Driver No Show: Passenger / customer will call and message the driver directly if they cannot find the allocated driver for the journey at the meeting point. If the driver is not reachable on the contact number provided by Airport Drives Ltd on the booking confirmation (which is provided by Airport Drives Ltd at least 3 hours before agreed pickup time / commencing the journey), then the customer / passenger must call the office immediately within first 15 minutes from when the driver was not reachable or did not respond to customer / passenger in order for us to arrange / offer an alternate solution. If the customer does not call within the first 15 minutes from the time they realised they could not reach the driver, neither Airport Drives Ltd nor the driver can be held responsible for any delays to the journey.

Customer / Passenger decides to give up a pre booked journey:

  • If the customer / passenger decides to give up the trip just because the driver cannot accommodate last minute special requests such as unaccompanied minors, bulky luggage which may either not fit in the vehicle or has a possibility of damaging the vehicle booked by the customer / passenger which Airport Drives Ltd has not previously agreed to then the journey will be charged in full and no refunds will be issued.

Driver refuses the trip / journey:

The driver may refuse to make the journey if the passenger does not comply with the rules of conduct e.g., “No Smoking” or “No Eating / Drinking” inside the vehicle before or during the journey or if the driver senses that the person who had requested the booking or the passenger is using Airport Drives Ltd’s services illegally or for illicit purposes.

As Directed or AD / Hourly Service: This service is not applicable to Airport Drop offs or

Pick ups:

Airport Drives Ltd also offers hourly services which is also known as “As Directed” or AD”. In this service, 10 miles per booked hour is included and any additional miles travelled will be charged at per mile & any additional hour will be charged at per Hour basis. A minimum of 6 hours which includes 60 miles can be booked – Fares will be discussed and agreed as per customer’s requirements – please contact office for a quotation

In the event of any claim against ADL arising out of its performance of hire, the Company’s liability shall be limited to a refund not exceeding the cost of the journey. Any other payments will be entirely at the discretion of the Company.

Passenger seats are meant to be used by passengers and under no circumstances shall the customer / passenger force a driver to put any luggage on the seats – It is entirely at the driver’s discretion to take the call

ADL reserves the right to refuse to transport any Customer / Passenger who behaves in a disorderly, threatening or abusive manner – we have a zero tolerance towards such behaviour

ADL does not store any credit card details whatsoever

Other General Terms & Conditions:

  • ADL cannot be held responsible for any late arrival to destination or to airport or cruise port or to train / railway station due to any reason whatsoever and so we will not accept any responsibility for missed flights or ships or trains or events whatsoever for any indirect loss and / or expenses (including loss of potential profit) suffered by the Customer.
  • ADL reserves the right to cancel a journey in case of any aggressive behaviour demonstrated by customer / passenger towards our Drivers / Vehicles before or during the pre-booked journey. In addition, any breach of ADL’s terms and conditions by the customer / passenger will result in the relevant journey being marked as complete. Such journeys will also be deemed complete even if they have not commenced or are half way through and a full fare will be charged & no refund shall be issued.