Terms & Conditions

• Airport 2 London Express LTD is a company registered in England and Wales, company number 16146363, with its operating centre at Office 11, Metloc Business Centre, 37 Victoria Road, Romford, RM1 2LH.
• We are a licensed London private hire vehicle operator. Our operator licence number is displayed on our Contact page.
• We are registered with the Information Commissioner's Office under reference ZC175724.
• You can contact us on 020 3602 3450, through the live chat Help button on this website, or by writing to us at our operating centre.

• All journeys must be booked in advance through our website, by telephone, or through our live chat. Every booking is recorded at our operating centre before a vehicle is dispatched.
• Our vehicles are private hire vehicles. They are not licensed to be hailed in the street or to wait at a taxi rank, and a driver cannot accept a journey directly from a passenger without a booking made through us.
• A driver will not accept payment for a journey that has not been booked through Airport 2 London Express LTD.

• All quoted fares are based on passengers being ready to travel at the agreed booking time.
• Prices are calculated on a direct, point-to-point journey between the collection point and the destination recorded on your booking.
• All cash payments must be made to the driver in British Pounds Sterling (£) upon completion of the journey.

• Payments made by credit or debit card should be completed at the time of booking unless a cash payment option has been selected or the booking has been made by telephone.
• Card payments are handled securely through Monzo. We do not receive or store your full card details.
• For card bookings, payment may be processed before or on the day of travel.

• You may cancel free of charge up to 2 hours before the scheduled pick-up time, and a full refund of anything already paid will be issued.
• Cancellations made less than 2 hours before the scheduled pick-up time may be subject to a charge to cover costs already incurred.
• A full refund will be issued where a journey cannot proceed for reasons beyond your control, including airport strikes, severe weather or accidents.
• No refund is due where a passenger does not attend the agreed pick-up point and does not tell us in advance.
• Only Airport 2 London Express LTD may cancel a booking on the operator side. Refunds are issued using the original payment method.

• Baby seats and booster seats are available on request. A baby seat is charged at £5.00 per seat and a booster seat at £3.00 per seat.
• Child seat charges are included in the fixed price quoted before you confirm your booking.

Maximum passenger numbers are set by the licensing authority for each vehicle and cannot be exceeded. The vehicle types we offer carry:

• Saloon and Executive Saloon: up to 4 passengers and 2 suitcases.
• Estate: up to 4 passengers and 4 suitcases.
• MPV: up to 5 passengers and 4 suitcases.
• MPV Plus: up to 7 passengers and 8 suitcases.
• Minibus: up to 8 passengers and 8 suitcases.

Children of any age, including infants carried on a lap, count towards the maximum passenger number.

• Standard luggage allowance includes one medium-sized suitcase and one piece of hand luggage per passenger, with hand luggage dimensions not exceeding 56cm (H) x 45cm (W) x 25cm (D).
• Passengers are responsible for ensuring that their luggage can be accommodated in the booked vehicle.
• Airport 2 London Express LTD reserves the right to refuse transportation if luggage is excessive or considered unsafe for the vehicle or its occupants.
• Passengers are generally responsible for loading and unloading their belongings. Drivers may assist at their discretion.
• Airport 2 London Express LTD accepts no responsibility for loss of or damage to passengers' luggage or personal belongings.

• Any soiling, fouling, or damage caused to a vehicle by a passenger will result in a cleaning or repair charge starting from £25.00, depending on the severity of the incident.
• Airport 2 London Express LTD reserves the right to pursue legal action against any individual who intentionally damages a vehicle booked through the company.

Fares quoted at the time of booking already include any applicable peak-period uplift. The uplift applied depends on the date of travel:

• 20th December to 2nd January inclusive: 30% uplift.
• 15th July to 31st August inclusive: 15% uplift.
• 1st to 21st April inclusive: 10% uplift.
• Weekends and UK bank holidays: 10% uplift.
• Evening journeys between 22:00 and 06:00: an out-of-hours uplift applies.

Every uplift is included in the fixed price shown before you confirm your booking, and is itemised in the fare breakdown. No uplift is added after a booking has been accepted.

• For airport pickups, passengers are entitled to one hour of complimentary waiting time from the actual flight landing time. After this period, a waiting charge of £0.25 per minute will apply.
• For pickups from locations within London and surrounding areas, five minutes of complimentary waiting time is provided. Additional waiting time will be charged at £0.25 per minute.

Airport 2 London Express LTD shall not be held liable for delays or failure to complete a journey due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, flooding, fires, explosions, severe weather conditions, or accidents.
• War, threats of war, acts of terrorism, civil unrest, sabotage, or governmental intervention.
• Road traffic accidents, congestion, diversions, or road closures.
• Strikes, lockouts, industrial action, or trade disputes.
• Flight delays or cancellations.
• Power failures or technical issues affecting communication systems, websites, computer networks, or booking systems.

• Assistance dogs are carried at no additional charge. Please tell us when booking so we can allocate a suitable vehicle and driver.
• Refusing to carry an assistance dog, or charging extra to do so, is unlawful. If this happens to you, please report it to us immediately using the contact details above and we will record it in our complaints register and investigate.
• Please tell us of any mobility requirements when booking so we can allocate a suitable vehicle. We will make reasonable adjustments wherever we can.

• Property found in a vehicle is recorded in our lost property register and held at our operating centre.
• If you believe you have left something in one of our vehicles, contact us as soon as possible with your booking reference and a description of the item.
• We will hold unclaimed property for a reasonable period before disposing of it, and we may hand items to the police.

• If you are unhappy with any part of your journey, please contact us on 020 3602 3450, through the live chat Help button, or in writing to our operating centre.
• All complaints are recorded in our complaints register, which is kept at our operating centre. We aim to acknowledge complaints within 48 hours.
• If we cannot resolve your complaint, you may refer it to Transport for London, who license us as a private hire operator.

• We collect and keep records of every booking because we are required to do so as a licensed private hire operator. These records include your name, contact details, the point of collection, the destination, and the driver and vehicle allocated to your journey.
• Booking records are kept for at least twelve months and may be inspected by a police constable or an authorised officer of Transport for London.
• Full details of how we handle your information are set out in our Privacy Policy.

• In accordance with applicable London Private Hire Vehicle regulations, Airport 2 London Express LTD enters into a contract directly with the person making the booking and accepts responsibility for providing the booked journey.
• The contractual agreement for both the booking and transportation services exists between Airport 2 London Express LTD and the passenger.
• All agreed or estimated fares are payable to Airport 2 London Express LTD and may be collected directly by the company or by the driver acting on behalf of the company.
• All journeys will be carried out by London-licensed private hire vehicles driven by London-licensed private hire drivers.
• Only Airport 2 London Express LTD has the authority to cancel a booking. While a driver may decline an individual journey offered by the company, responsibility for fulfilling the booking remains with Airport 2 London Express LTD.