Terms & Conditions

Our Terms & Conditions

1.      DEFINITIONS

The “Company” means Airport Executive Ltd, also referred to “Us, Our or We”.

The “Customer” means the person who pays for the booking or any passengers also referred as “You” or “your”. “Lead Party” means the person who made the booking.

“Supplier” means “Driver, Vehicle, Owner Operators or Partner Companies”.

“Booking Confirmation” means the written confirmation of the booking to validate your journey.

“SLA” means Service Level Agreement between Airport Executive Ltd and our “Suppliers”.

2.      THE COMPANY

Airport Executive Ltd (the Company), trading as Airport Executive.

Registered address:

6th Floor
First Central 200
2 Lakeside Drive
London
NW10 7FQ.

Transport for London licence number: 402
Registered in the United Kingdom. Company Number: 02422516

Vat Number: GB 503 5026 93

Telephone: +44 (0)208 4531555
Email: bookings@airportexecutive.com
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The website www.airportexecutive.com and www.airportexecutives.co.uk are owned and operated by Airport Executive Ltd.

3.      OUR SERVICES

The Company provides its Customers with ground transportation services in the form of chauffeurs, airport transfers, taxis, minibuses and coach transport from a network of pre-qualified partners (or Suppliers) of such services, whether owner operators or partner companies. Our Suppliers are vetted to ensure they meet our Service Level Agreement, hold the necessary licences and local permits relative to the country that they operate in. In some cases, Airport Executive merely arrange as an agent between the Customer and the Supplier.

Our websites, www.airportexecutive.com and airportexecutives.co.uk and associated digital platforms, including mobile applications act solely to facilitate as a booking agent between the Customer and Supplier. Unless stated otherwise, we do not own or operate the vehicles.

4.      BOOKING PROCESS

We accept bookings via our website, mobile apps, telephone, email and Whatsapp. Bookings will only be accepted by persons over the age of 18.Passengers under the age of 18 travelling without an adult can only be accepted by prior approval from us. By submitting a booking through our website, you are accepting these Terms and Conditions and specifically you agree that the contract for the provision of the service is between you and our Supplier with us acting as an agent to facilitate the service. The person making the booking is classed as the “Lead Party” on behalf of all other passengers and accepts our Terms & Conditions on behalf of all passengers for the duration of the journey(s).

Upon submitting a booking, it is not confirmed until you receive a “Booking Confirmation” from us, in writing via email or SMS. Same day bookings are subject to availability so you are advised to call us so we can advise you whether we can fulfil your request.

In the event that we are unable to fulfil your journey request, we will inform you via email and reimburse you in full any monies paid, leaving us free from any liability to you. Proof of us sending any emails to you will be deemed as proof of receipt.

We cannot accept any liability for services provided until full payment has been received by us. Full payment is required 24 hours before “Collection Time” in order that we process the booking. Your Booking Confirmation must be presented to the driver on embarkation.

It is important that you carefully check all your travel details before you submit your booking request. In particular, the dates, times, vehicle classes, correct pick-up and drop-off address as we cannot be held responsible or liable for any incorrect information that you provide. Please also check your Booking Confirmation for any errors or omissions. Any errors must be reported to us in writing at least two hours before the journey is scheduled to commence.

5.      THE CONTRACT

By making a Booking Request, the Lead Passenger confirms acceptance of these Terms and Conditions and has the legal capacity to accept them on behalf of all passengers. We reserve the right to change or amend our Terms and Conditions. The Issue date will always be highlighted at the end of this document.

It is the responsibility of the Lead Passenger to check the Booking Confirmation document carefully upon receipt. Any errors or omissions must be notified to us. We accept no responsibility for errors or omissions on the Booking Request made by you.

We cannot always guarantee to fulfil every request. If we are unable to source a Supplier, we will refund you in full but accept no liability for any consequential loss.

6.      PAYMENT

We accept payment via Debit/Credit Card, PayPal, Apple Pay and Google Pay. These services use the most up to date data encryption and SSL protocols for your security. We will send you a payment link and all card details are stored on a secure payment gateway. We reserve the right to pre-authorise the credit card of the person making the booking to ensure that funds are available to proceed with the booking. Cash payments are also accepted in some destinations upon request.

We accept payment in GBP pounds, USD dollars and EUR euros. Currency conversion rates are calculated daily, and any conversion costs are borne by the Customer.

7.      CHAUFFEUR BY THE HOUR

We accept bookings for rides by the hour with a minimum period of two hours. Hourly rides are subject to a maximum distance of 50 miles per hour or part thereof. For rides by the hour, the journey must end within the same city as the pick-up unless agreed prior to booking.

8.      AIRPORT TRANSFERS

If your booking is from an airport, the booking time that you provide will be assumed to be the flight landing time unless you advise us otherwise. Airport pick-ups include 40 minutes of waiting time. We reserve the right to alter our pick-up time to allow for disembarkation of the aircraft, customs clearance and baggage reclaim. Our driver will monitor the flight and will reschedule to accommodate any delay to arriving aircraft within reason. Should you require a specific meeting time, irrespective of the flight landing time, you must notify us at the time of booking. The onus is on the passenger(s) to locate the driver at the predetermined meeting spot as defined on the Booking Confirmation. In case of difficulty locating the driver, contact the number shown on the Booking Confirmation.

If you organize alternative transport without informing us, then the supplier will no longer be responsible for fulfilment of the journey and no refunds will be applicable.

Whilst every effort will be made to avoid any delays, we cannot beheld responsible for any consequential loss such as missed flights, trains, boats or connections as a result of a vehicle not arriving at your destination on time, traffic conditions, adverse weather, vehicle breakdown, road closures, accidents or other reasons beyond our control. We strongly recommend that you allow extra time for unforeseen delays on your journey and take out adequate travel insurance.

9.      INTER CITY TRANSFERS

Any non-airport journeys booked where a passenger is un-contactable 30 minutes after the booked time will result in a no show with no refund applicable. If we are informed of a delay by you, we will charge a waiting time charge by the minute. Waiting time charges are dependent on vehicle class and location.

10.  VEHICLE CLASSES / MODELS

Vehicle classes, makes and models on our website and apps are for guidance only. We strive to provide vehicles of a similar standard and reserve the right to offer an alternative vehicle if we are unable to fulfil your request. This may involve a vehicle upgrade or multiple vehicles. If we downgrade your vehicle, we will reimburse you the difference between vehicle classes. Please note that vehicle types are subject to regional variations.

11.  PASSENGERS

All passengers must possess valid documentation (passports/visas) for crossing borders. We cannot accept any responsibility for additional costs incurred as a result of the failure to provide necessary documentation.

12.  CHILDREN AND INFANTS

All children and infants must be accounted for within the total number of passengers at the time of booking. The laws regarding the use of child / infant seats vary from country to country however we strongly recommend the use of rearward facing seats for infants under two years of age, forward facing child seats for children over two years old or booster seats for children under the age of twelve. You are strongly advised to request child /infant seats at time of booking or inform us if you are bringing your own. Child /Infant seats provided by us may be subject to additional charges.

As part of our SLA, our Suppliers are given guidance on the correct fitting of child / infant seats but it is the responsibility of the lead passenger to ensure the seat is fitted correctly and the child is secured in the correct manner. We do not accept any liability as a result of the incorrect use, failure or fitting of child /infant seats. If child seats have been booked but are not available or suitable, this should be reported to our call centre immediately.

13.  PASSENGERS WITH DISABILITIES

We always endeavour to fulfil the needs of disabled passengers. The Lead Passenger is responsible for informing us of any special requirements at the time of booking, including informing us of the any wheelchair users. Unfortunately, we cannot guarantee specialist vehicles will be available.

14.  LUGGAGE

In order that we allocate the correct vehicle type, it is the responsibility of the Lead Passenger to inform us of the number of suitcases and carry on bags at the time of Booking. If we deem that the booked vehicle may not be suitable, we will contact you to advise of other options, subject to additional cost. We accept no liability for lost or damaged luggage. We strongly recommend that you take out travel insurance.  We will endeavour to return any possessions or luggage left in the vehicle but reserve the right to charge for storage or courier to you. Carriage of items that are illegal in the country of the journey, (drugs, firearms, hazardous goods Etc.) are strictly prohibited.

15.  CARRIAGE OF ANIMALS

The carriage of any animals is strictly prohibited unless agreed with us at the time of writing and confirmed on the Booking Request. Guide dogs may be accepted subject to approval at time of booking.

16.  CANCELLATIONS AND AMENDMENTS BY THE CUSTOMER

If you cancel or wish to amend your booking, you must inform us in writing via our website, app or email to bookings@airportexecutive.com giving us as much notice as possible. Amendments may be subject to additional charges. Amendments can only be made from the same pick-up location specified in the original booking. For cancellations made more than 24 hours before the pick-up time, we will refund you in full. For cancellations made between 4 and 24 hours of your booking, you will be entitled to a 50% refund. For any cancellations made within 4 hours of pick-up time, you will not be entitled to a refund. No shows are not refundable. You must obtain a unique Cancellation Reference number from us as proof of cancellation to avoid disputes. The Lead Party is only authorised to make a cancellation.

17.  CANCELLATIONS AND AMENDMENTS BY THE COMPANY

From time to time, we may not be able to fulfil your booking request. We endeavour to offer you an alternative solution but if we are unable to do this, we will offer you a full refund for the reservation amount. No further compensation will be accepted by us.

18.  PASSENGER CONDUCT

All passengers are requested to adhere to local road traffic regulations such as wearing seatbelts in addition to any requirements imposed by the Supplier. Some of our suppliers will not permit eating or drinking alcoholic beverages in their vehicles. No smoking, vaping or use of narcotics at any time. If the driver deems that the conduct of any passenger could compromise on safety, the journey will be terminated with no refund due. The Lead party will be liable for any damage to the vehicle, or any cleaning charges incurred as a result of any passenger soiling the vehicle.

19.  DRIVER CONDUCT

Our Drivers and Partner Companies are contracted by our Service Level Agreement which outlines service standards, adherence to regulations and local licencing laws. If you feel the driver has not acted in a professional manner please contact us in writing to enable us to investigate, if possible, after the incident, otherwise no later than 4 hours after the journey ends. Please provide photo evidence if possible. Any complaints received after this time could make it more difficult for us to provide assistance.

20.  CHANGES TO JOURNEY

It is the Lead Passengers responsibility to inform us of any extra stops, diversions or changes to the route at the time of booking. Our Suppliers will always take the most economical route, depending on local traffic conditions and mileage. If you request the driver to take a longer route, you may be liable for additional costs incurred. Likewise, we reserve the right to charge extra for additional stops, waiting or parking charges incurred.

21.  ADDITIONAL CHARGES

We reserve the right to add additional surcharges for travel on public holidays or when journey times could be affected by adverse weather, road closures or roadworks Etc. We will advise you prior to your scheduled pick-up. Please note that your booking may be subject to extra charges relating to airport parking, additional waiting, child / infant seats, damages to vehicles or cleaning charges.

22.  COMPLAINTS

All complaints should be brought to our attention as soon as reasonably practical to do so. Whether by telephone to our call centre or via email to bookings@airportexecutive.com

We strive to investigate every complaint thoroughly and report back to you within 5 working days where possible. We may provide a refund, partial refund or account credit depending on the resolution of complaint.

23.  REFUNDS

No refunds will be issued if the passenger books the wrong date/time, provides the wrong flight number or terminal or selects a vehicle type that is unsuitable. If the passenger is not at the pre-determined pick-up point within 30 minutes of scheduled pick up at an airport and we have not received a call to inform us of a delay, this will be classed as a no show with no refund applicable.

Any non-airport journeys booked where a passenger is un-contactable 30 minutes after the booked time will result in a no show with no refund applicable.

24.  INSURANCE

We strongly advise the Lead Party to ensure that all passengers are covered by appropriate travel insurance and carry policy documents. All vehicles provided by our Suppliers are fully insured with liability for passengers and third party claims.

25.  CORPORATE ACCOUNT CUSTOMERS

We offer corporate accounts for business customers. You will be invoiced at the start of every new months. Payment terms within 30 days of the invoice. We reserve the right to charge interest at 6% over base rate for overdue invoices plus any costs related to the recovery of debts from lawyers or debt collection agencies.

26.  GOVERNING LAW AND JURISDICTION

Our Terms and Conditions shall be governed by English law. Any disputes that arise between us and you will be subject to the laws of the United Kingdom.

 

Issued April 2024

© Airport Executive Ltd.

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