Privacy Policy
Last updated: August 2026
1. Who We Are
Airport 2 London Express LTD is the data controller for the personal information described in this policy. We are registered in England and Wales, company number 16146363, at Office 11, Metloc Business Centre, 37 Victoria Road, Romford, RM1 2LH. We are registered with the Information Commissioner's Office under registration reference ZC175724. You can contact us about anything in this policy on 020 3602 3450, through the live chat Help button on this website, or by writing to us at the address above.
2. Information We Collect
From passengers we collect your name, email address, telephone number, the point of collection and destination for your journey, the date and time of travel, flight number and terminal where relevant, the number of passengers and items of luggage, any child seats required, and any notes you give us. We record the date and time your booking request was received. From drivers who work with us we hold name, date of birth, contact details, private hire driver licence number and expiry, and vehicle particulars including registration, licence number, registered keeper and insurance expiry. From staff who take bookings or dispatch vehicles we hold name, date of birth, role and basic DBS certificate details. If you contact us through the live chat we keep the messages exchanged.
3. Driver Location Data
When a driver chooses to share their location, we collect their GPS position while tracking is active so we can show a passenger where their vehicle is. Drivers start and stop sharing themselves and can switch it off at any time. Only the driver's most recent position is held; we do not build a history of a driver's movements. Passengers do not have their location tracked at any point.
4. Why We Use Your Information, and Our Lawful Basis
We use booking information to perform the contract between us: quoting a fare, confirming a booking, allocating a driver and vehicle, and dealing with your enquiries. We keep records of every booking, and registers of complaints and lost property, because we are under a legal obligation to do so as a licensed London private hire vehicle operator, under the Private Hire Vehicles (London) Act 1998 and the regulations made under it. We hold driver licence and vehicle particulars, and staff DBS details, to meet those same legal obligations. We rely on our legitimate interests to keep our service secure and to investigate complaints.
5. Our Booking Audit Records
Our booking system records a timestamped entry for each stage of a journey, from the moment a request is received through to completion of the journey and issue of a receipt. These entries identify the member of staff who took the booking, the member of staff who dispatched the vehicle, and the driver who carried out the journey. We keep them because Transport for London requires an operator to be able to demonstrate the handling of every booking, and they may be inspected as described below.
6. Who We Share Your Information With
We share the details needed to carry out your journey with the licensed driver allocated to it, including your name, telephone number, collection point and destination. We may be required to disclose booking records to a police constable or an authorised officer of Transport for London, who are entitled to inspect an operator's records. We use trusted suppliers who process information on our behalf: our booking platform provider, which hosts the application and its database; Google, for address lookup, mapping and for sending booking confirmation emails from our business account; getAddress.io, for UK postcode and address data; and Monzo, which processes card payments. We never receive or store your full card details. We do not sell or rent your personal information, and we do not use it for marketing.
7. How Long We Keep It
We keep booking records, and entries in our complaints and lost property registers, for at least twelve months from the date of the record, because we are required to do so by the regulations governing London private hire operators. After that we keep booking and payment information for as long as we need it for accounting and tax purposes, normally six years. Live chat messages are kept while your enquiry is open and for a reasonable period afterwards. Because we hold booking records under a legal obligation, we cannot delete them on request before the retention period has passed.
8. Keeping It Secure
Access to our booking system requires an individual account, and access rules are applied by the system itself so that a passenger can only see their own bookings and their own chat messages. Only authorised staff can see the full booking records, the driver and staff registers, and the complaints and lost property registers. All traffic between your device and our system is encrypted. Card payments are handled by Monzo and card details are never transmitted to or stored by us.
9. Where Your Information Is Held
Our booking platform and the suppliers listed above may store or process information outside the United Kingdom. Where that happens we rely on the safeguards those suppliers have in place for international transfers, such as UK adequacy regulations or standard contractual clauses. You can ask us for more detail using the contact details in section 1.
10. Your Rights
Under UK data protection law you have the right to ask for a copy of the personal information we hold about you, to have inaccurate information corrected, to ask us to delete information where we no longer have a reason to keep it, to object to or restrict how we use it, and to ask for it in a portable format. Where we hold information to meet a legal obligation as a licensed operator, we may not be able to delete it until the retention period has passed, and we will explain that if it applies. We will respond within one month, and there is no charge.
11. Complaints
If you are unhappy with how we have handled your personal information, please tell us first using the contact details in section 1 so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk, by telephone on 0303 123 1113, or in writing to Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
12. Changes to This Policy
We may update this policy from time to time. Any changes will be published on this page with a revised date.