Terms & Conditions

These Terms & Conditions apply to bookings made with Gatwick Airport Cabs, operated by Surrey Airport Transfers Ltd.

Booking confirmation

A booking is accepted only when the journey details are confirmed by Gatwick Airport Cabs or through the online booking system. Customers must provide accurate pickup, drop-off, date, time, flight, passenger, luggage and contact details.

Customers are responsible for checking all booking details before travel. If any detail is incorrect or changes after confirmation, the customer must contact Gatwick Airport Cabs as soon as possible. Changes may affect the fare, vehicle allocation or availability.

Minimum notice and availability

All bookings are subject to vehicle and driver availability. Short-notice bookings may be accepted where possible, but confirmation is required before travel.

Payment links and expiry

Where online or offline payment links are issued, payment must be completed before the stated expiry time. Unpaid payment links may expire and the booking may not be held.

Airport waiting time

Airport pickups include 1 hour of free waiting time from the flight landing time. After this free period, waiting time is charged at £24 per hour.

Home, hotel and office waiting time

Pickups from homes, hotels, offices and other non-airport addresses include 10 minutes of free waiting time. After this, waiting time is charged at 40p per minute.

Travel insurance

Passengers are advised to arrange suitable travel insurance before travel. Gatwick Airport Cabs is not responsible for missed flights, sailings, meetings or onward arrangements caused by circumstances outside its control.

Luggage and vehicle selection

For passenger safety and licensing compliance, luggage must fit securely in the vehicle boot. Customers are responsible for choosing a suitable vehicle for passengers and luggage. Drivers will not place luggage on seats.

If excess luggage cannot be carried safely, the driver may refuse to carry the excess items or the journey may require a different vehicle at additional cost.

Luggage details should be supplied accurately at booking. The company is not responsible if the selected vehicle cannot safely carry undisclosed or oversized luggage.

Vehicle availability and upgrades

If the selected vehicle is unavailable, Gatwick Airport Cabs may provide an upgraded or suitable alternative vehicle where possible.

Animals and pets

Animals and pets are carried only when agreed in advance. They must be suitably secured and transported in a safe and clean manner.

Guide dogs and assistance dogs can be carried where required by law. Other pets may be refused if they were not agreed before travel.

No-show policy

If a passenger does not meet the driver at the agreed pickup time or fails to make contact within the relevant waiting period, the booking may be treated as a no-show. No refund is due when a passenger leaves without waiting for the driver and uses alternative transport.

Passengers are advised to keep their mobile phone switched on after landing and to contact the office after landing if they cannot find the driver or pickup point.

Tolls, airport charges and congestion charges

Toll charges, airport pickup/drop-off charges and similar journey costs may be added to the fare where applicable. The Central London congestion zone charge is £15 where applicable.

Airport parking, terminal pickup/drop-off fees, tolls, ferry charges, congestion charges and any other route-specific charges are payable by the customer unless already included in the confirmed fare.

Meet and greet

Meet and greet service is available on request and is charged at £10.

Meet and greet must be requested before the journey is confirmed. Airport parking or terminal charges may still apply in addition to the meet and greet fee.

Delays outside company control

Gatwick Airport Cabs is not liable for delays caused by traffic, road closures, accidents, severe weather, airport disruption, security incidents, strikes, vehicle breakdowns or other events beyond reasonable control.

Loss, damage and vehicle damage

Passengers are responsible for their own belongings. Gatwick Airport Cabs is not liable for loss or damage unless caused by proven negligence.

Passengers are liable for damage they cause to a vehicle. If cleaning or valeting is required because of passenger actions, a valeting charge may apply.

Complaints

Complaints must be submitted within 5 working days of the journey so they can be investigated properly.

Complaints should include the booking reference, journey date, contact details and a clear description of the issue. Complaints received after 5 working days may be harder to investigate and may not be accepted.

Christmas and New Year surcharge

An additional 50% surcharge may apply during listed Christmas and New Year periods. The surcharge will be confirmed where applicable before booking.

Smoking, alcohol and conduct

Smoking and e-cigarettes are not permitted in vehicles. Alcohol must not be consumed in vehicles. If valeting is required because of passenger conduct, a £90 valeting charge may apply.

Drivers may refuse travel to passengers who are abusive, unsafe, intoxicated, threatening, carrying prohibited items, or behaving in a way that may damage the vehicle or affect safety.

Mobile contact number

Passengers must provide a working mobile number for journey communication. This is especially important for airport pickups, flight monitoring and meeting instructions.

Self-employed and private hire drivers

Bookings may be fulfilled by licensed self-employed or private hire drivers operating under the required booking rules and licensing requirements.

Cancellation policy

Cancellations made more than 24 hours before pickup are eligible for a full refund minus any card transaction fee.

Cancellations made between 24 and 12 hours before pickup are eligible for a 50% refund minus any card transaction fee.

Cancellations made within 12 hours of pickup are not refundable.

Cancellation requests must be made by phone, email or through the booking channel where available. A cancellation is not confirmed until acknowledged by Gatwick Airport Cabs.

Refund rules

Refunds are assessed according to the cancellation policy, no-show policy and payment method used. Card transaction fees, payment processing charges, tolls, parking, airport charges and other costs already incurred may be deducted from any refund.

Refunds are returned to the original payment method where possible. Processing times depend on the payment provider and bank. No refund is due for no-shows, cancelled journeys inside the non-refundable period, or journeys where the passenger leaves without contacting the company during the agreed waiting period.

Card details and customer data

Gatwick Airport Cabs does not store card details. Customer details are not shared with third parties except where required to provide the booking, process payment, comply with legal obligations or operate the service.

Minibus and cash bookings

Minibus bookings require full online payment. Cash bookings may require a 25% deposit before confirmation.

Minibus bookings are confirmed only after the required online payment has been received. Cash bookings remain subject to availability and may be released if the requested deposit is not paid.

Subcontractors

Gatwick Airport Cabs may use subcontractors or partner drivers where needed to fulfil bookings.

Subcontractors and partner drivers are expected to meet applicable licensing and service requirements. The booking remains subject to these Terms & Conditions.

Contact

For questions about these terms, contact [email protected] or call +44 (0) 1293 972 472.