Cancellation Policy

Customers can request to cancel or amend a booking before the scheduled pickup time.

Where possible, we recommend providing us with at least 24 hours' notice before your scheduled pickup. This gives our team sufficient time to update the booking and driver allocation.

The following general conditions apply:

• Cancellations made 24 hours or more before the scheduled pickup time may be eligible for a full or partial refund in accordance with the terms applicable to the booking.
• Cancellations made within 24 hours of the scheduled pickup time are generally non-refundable, because the vehicle and driver may already have been allocated to the journey.
• If a passenger does not attend the agreed pickup location and does not contact us, the booking may be treated as a no-show and no refund will be issued.
• Approved refunds are returned to the original payment method used to make the booking.
• The time taken for a refund to appear in your account will depend on your bank, card issuer or payment provider.

We recommend submitting any cancellation request as early as possible.

If your travel plans change and there are more than 24 hours remaining before your scheduled pickup, please contact UK Airports Taxi Transfer as soon as you can.

Our team will locate your booking using your booking reference and review your cancellation request.

Depending on the circumstances and the terms applicable to your booking, you may be eligible for a full or partial refund.

Where a refund is approved, it will normally be returned to the same payment method that was originally used to pay for the booking.

Please remember that although we process approved refunds as promptly as possible, your bank or payment provider may require additional time before the funds appear in your account.

Cancellations made less than 24 hours before the scheduled collection time are generally non-refundable.

This is because, by this stage, arrangements may already have been made for your transfer. A driver and vehicle may have been allocated specifically for your journey, and other bookings may have been declined based on that allocation.

If an emergency means you need to cancel at short notice, you should still contact our support team immediately. We will record your cancellation and advise you of the options available for your particular booking.

If you still intend to travel but some of your journey details have changed, cancelling the entire booking may not be necessary.

You can contact us to request changes such as:

• Pickup date or time
• Pickup address
• Destination
• Airport or terminal information
• Flight details
• Passenger numbers
• Vehicle type
• Other relevant journey information

Changes are subject to availability and may affect the price of your transfer.

For example, changing your pickup or destination to a location farther away, adding additional stops, or selecting a different vehicle may result in an additional charge.

We recommend requesting amendments at least 24 hours before your scheduled pickup whenever possible.

To help us locate and cancel your booking quickly, please contact our central customer support team.

When requesting a cancellation, provide:

• Your full name
• Booking reference number
• Scheduled travel date
• Scheduled pickup time
• Pickup location
• Destination or airport
• A clear statement that you wish to cancel the booking

The simplest option is usually to reply to your booking confirmation email, as this helps our team identify your reservation and keeps your request linked to the original booking.

You can also use our Contact Us form or call our 24/7 Booking & Support Line on +44 20 8432 0829.

For your protection and to ensure that your request is properly recorded, please contact UK Airports Taxi Transfer directly regarding cancellations and amendments rather than relying solely on communication with your assigned driver.

Once we have received your cancellation request, our team will review the booking and confirm the status of your cancellation.

Where a refund is applicable and approved, it will be processed back to the original payment method.

The time required for the payment to reach your account can vary depending on your bank, card provider or payment processor.

We recommend retaining your cancellation confirmation until any applicable refund has been received.

If you fail to arrive at the agreed pickup location at the agreed time and have not made suitable arrangements with us, your booking may be classified as a no-show.

No-shows are not eligible for a refund.

If you are having difficulty locating your driver or reaching the meeting point, contact our support team before leaving the pickup location.

For airport collections, we monitor flight arrival information where appropriate. However, passengers are responsible for providing accurate flight details when making their booking and informing us about relevant changes.

For airport pickups, UK Airports Taxi Transfer monitors flight arrivals to help us coordinate your collection time.

If your flight is delayed, this does not necessarily mean that you need to cancel or change your booking. Where we have been provided with the correct flight information, our team can use flight tracking information to help manage the airport pickup.

However, you should contact us if:

• Your flight number changes
• You are moved to a different flight
• Your arrival airport changes
• Your travel date changes
• Your flight is cancelled
• There are other significant changes that could affect your collection

Keeping us informed gives us the best opportunity to adjust your transfer arrangements.

In rare circumstances, UK Airports Taxi Transfer may need to cancel a booking because of an unforeseen operational issue, safety concern, incorrect booking information or another situation that prevents us from providing the confirmed service.

Where we cancel your booking and are unable to provide the agreed service, an applicable full refund will be provided in accordance with our Terms & Conditions.

We will make reasonable efforts to contact you using the details supplied with your booking.

Our customer support team is available 24 hours a day, 7 days a week to assist with airport transfer bookings and travel enquiries.

If you need to cancel or amend a booking, contact us as early as possible and have your booking reference available.

UK Airports Taxi Transfer is a trading division of Airports Express Taxis Limited. Our 24/7 Booking & Support Line is +44 20 8432 0829. Our head office is 4 Cranbourne Road, Slough, Berkshire, SL1 2XF, United Kingdom. Company Registration No. 16989024. VAT No. GB 516 9856 49.

You can also contact us through the Contact Us section of our website or reply directly to your booking confirmation email.

UK Airports Taxi Transfer provides pre-booked airport transfer services for passengers travelling to and from major London airports, including Heathrow, Gatwick, Stansted, Luton, London City and Southend Airport.

With 24/7 support, flight monitoring and a choice of vehicle options, we aim to make your airport journey straightforward from booking through to drop-off.

If your travel plans change, contact our team as early as possible so we can help you manage your booking.

Ready to arrange your next airport transfer? Contact our 24/7 team with your journey details so availability, the fare and your booking can be confirmed with you.

This cancellation guide should be read together with the UK Airports Taxi Transfer Terms & Conditions. If there is any conflict between this guide and the Terms & Conditions applicable to a booking, the Terms & Conditions will take precedence.