AIRPORT EXPRESS RIDES – TERMS AND CONDITIONS OF SERVICE
Effective: 11 June 2025
Welcome to Airport Express Rides! We provide 24/7 secure and affordable airport transfers, dedicated to making your journey smooth and stress-free. Airport Express Rides is a trading name of Q EXECUTIVE LTD, registered in England and Wales (Company No. 16469822), with its registered office at 29 Ulvorst Croft Monkston MK109DD. Please read these Terms and Conditions carefully before booking. By making a booking with us, you agree to be bound by these terms in full.
Booking and Payment
All rides must be booked through our official website, or authorised telephone booking line. Payment is due at the end of your journey. We accept cash (GBP), major credit/debit cards, and contactless payments. We offer fixed fares for pre-booked airport transfers. The quoted price at the time of booking is guaranteed, provided your pickup/drop-off details remain unchanged and no unforeseen, unavoidable circumstances occur (e.g., significant road closures requiring major detours initiated by official authorities). Minor, pre-agreed additions (like airport drop-off fees or tolls) may apply and will be clearly shown on your booking confirmation or receipt.
Vehicle Capacity and Child Seats
Passengers must adhere to the licensed seating capacity of the vehicle booked. Under no circumstances may this capacity be exceeded. UK law (The Child Car Seats Regulations 2006) requires children to use an appropriate child car seat or booster seat until they are 12 years old or 135 centimetres tall, whichever comes first. It is the passenger’s responsibility to ensure children travel in a suitable, correctly fitted restraint. You must accurately specify the number and ages of children travelling at the time of booking. We offer child seats upon request (subject to availability and advance notice – please request when booking). Charges may apply. If you choose to provide and fit your own child seat, you are solely responsible for its suitability and correct installation. Drivers reserve the right to refuse carriage if child seat regulations are not complied with, for safety reasons.
Passenger Responsibilities
Passengers must provide accurate and complete pickup location, destination address, and flight details (where applicable) at the time of booking. You are responsible for your personal safety (including using seatbelts) and the security of your belongings throughout the journey. Passengers are responsible for ensuring children use appropriate child seats/restraints as required by UK law; please request these at booking if needed. Bringing illegal substances or hazardous materials into the vehicle is strictly prohibited..
Driver Responsibilities
Our drivers are licensed by the relevant Local Authority and will operate the vehicle safely, adhering to all UK traffic laws and regulations. All vehicles hold valid ‘Hire and Reward’ insurance. Drivers reserve the right to refuse service or terminate a journey if they reasonably believe there is a safety risk, illegal activity, passenger intoxication posing a danger, or if the terms of service are breached.
Cancellations and No-Shows
You may cancel your booking free of charge if you notify us more than 1 hour before your scheduled pickup time. Cancellations can be made by calling our customer service line, or emailing info@airportexpressrides.co.uk. Cancellations made less than 1 hour before pickup, or failure to be at the designated pickup point at the scheduled time (‘No-Show’), will result in a cancellation fee of £10.00 (or the full estimated fare if higher, for premium/long-distance bookings). This fee compensates the driver for committed time and lost earnings.
Lost Property
We don’t have a lost property department so if a driver finds anything in the taxi he is instructed to hand it in to a police station. Please contact us and our customer service team will let you know where your property is being held. Please contact us immediately via phone at [Customer Service Phone Number] or email at info@airportexpressrides.co.uk, providing your booking details and a description of the lost item.
Liability
At Airport Express Rides, we are a licensed and fully insured operator, committed to delivering a safe, reliable, and comfortable experience. Your safety is our top priority, and we operate in full compliance with UK laws and transport regulations.
We accept responsibility for any death or personal injury directly resulting from proven negligence by our company or drivers. However, we cannot be held liable for delays, missed flights, or indirect losses caused by circumstances beyond our reasonable control — including but not limited to severe weather conditions, traffic congestion, road closures, or third-party disruptions.
To help avoid inconvenience, we strongly recommend allowing extra travel time, especially for airport journeys;we cannot accept liability for consequential losses resulting from flight delays or missed flights.
We also ask our valued passengers to treat our vehicles with care. Any intentional or negligent damage to the vehicle interior may be charged accordingly.
This policy ensures that both our passengers and team enjoy a safe, fair, and respectful service environment, while fully protecting your rights under UK consumer law.
Force Majeure
Airport Express Rides shall not be liable for any failure or delay in performing our obligations under these Terms and Conditions if such failure or delay is caused by circumstances beyond our reasonable control (‘Force Majeure’). This includes, but is not limited to: extreme adverse weather conditions (e.g., heavy snow, flooding, fog), natural disasters, acts of terrorism, war or civil unrest, industrial action or strikes (including air traffic control strikes), major road closures or accidents initiated by authorities, pandemics, or significant failure of public infrastructure. In the event of Force Majeure preventing your journey, we will notify you promptly and refund any pre-payments made. Force Majeure overrides our standard Cancellation Policy and Liability clauses for the affected service.
Accessibility
We are committed to making our services accessible to all passengers. We endeavour to accommodate passengers with disabilities. Please inform us of any specific accessibility requirements (e.g., wheelchair-accessible vehicle, assistance needed) at the time of booking so we can make appropriate arrangements. While we aim to meet all requests, availability of specific vehicles may depend on location and notice period. Drivers are expected to provide reasonable assistance to passengers with mobility challenges. If you encounter any accessibility issues, please contact us via the Complaints Procedure above.
Complaints Procedure
We strive to provide excellent service. If you have a complaint about any aspect of your journey or our service, please contact us promptly. You can initially raise your concern via phone at [Customer Service Phone Number] or email at info@airportexpressrides.co.uk. If unresolved, please submit a formal written complaint via email or post to our Registered Office address. We aim to acknowledge formal complaints within 5 working days and provide a full response within 28 days. If you remain dissatisfied after receiving our final response, you may refer your complaint to an approved Alternative Dispute Resolution (ADR) provider relevant to the taxi/private hire industry. We will provide details of the applicable ADR scheme in our final response letter.
Changes to Terms
Airport Express Rides reserves the right to update these Terms and Conditions at any time. Material changes will be communicated to registered customers via email and will be prominently displayed on our website for at least 30 days before taking effect. Changes will apply only to bookings made after the effective date of the revised terms, unless otherwise required by law. Please check this page periodically for updates.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or our services, shall be governed by and construed in accordance with the laws of England and Wales. Both you and Airport Express Rides irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.
Contact Us
If you have questions or concerns about terms and conditions, please contact us via phone at [Customer Service Phone Number] or email at info@airportexpressrides.co.uk.
