Booking Rights
Last updated: August 2026
1. Your Right to a Confirmed Booking
Every booking made with Airport2London Express receives a unique booking reference and written confirmation. You are entitled to receive clear details of your pickup time, location, vehicle type, and fixed price before your journey.
2. Fixed Price Guarantee
The price confirmed at the time of booking is the price you pay for the journey as booked. Peak period and out-of-hours pricing is already included in that quoted price, and we never add a surge after a booking is accepted. Charges can only arise afterwards for things you cause on the day — waiting time beyond the complimentary allowance, or cleaning after soiling — and these are set out in our Terms & Conditions.
3. Right to Cancel
You may cancel your booking free of charge up to 2 hours before your scheduled pick-up time and receive a full refund of anything already paid. Cancellations made less than 2 hours before pick-up may be subject to a charge. See our Terms & Conditions for full details.
4. Flight Delay Allowance
For airport pick-ups, you receive one hour of complimentary waiting time measured from the actual landing time of your flight, so a delayed arrival does not cost you your booking. Please give us your flight number when booking so we can check the arrival time. Waiting beyond the complimentary period is charged at £0.25 per minute, as set out in our Terms & Conditions.
5. Right to a Licensed Driver and Vehicle
Every journey is carried out by a London-licensed private hire driver in a London-licensed private hire vehicle. When we allocate your driver we send you their name, their private hire driver licence number and the vehicle registration, so you can check the vehicle that arrives is the one booked. If it does not match, do not travel and contact us on 020 3602 3450.
6. Complaints & Resolution
If you are unhappy with any aspect of your journey, contact us using the 24/7 live chat Help button, our Contact page, or by writing to our operating centre, within 14 days. All complaints are entered in our complaints register. We aim to acknowledge all complaints within 48 hours and resolve them fairly and promptly.
7. Assistance Dogs
Assistance dogs travel with you at no additional charge. Refusing to carry an assistance dog, or charging extra to do so, is unlawful. Please tell us when booking so we can allocate a suitable vehicle, and report any refusal to us immediately.