Type of Vehicle

It is the customer's responsibility to ensure that the correct type of vehicle is selected when booking their Airport Transfer, in order to accommodate the required number of passengers and luggage.

We reserve the right to provide an upgraded vehicle if the vehicle originally chosen by the customer is unavailable at the time of travel.

Prices

Prices quoted are calculated based on the distance, journey time, and number of passengers travelling.

Additional charges may apply for:

• Meet and Greet
• Additional pick-ups
• Additional drop-offs

Phone Bookings

When you book an Airport Transfer over the phone, our team will ensure that all booking details are recorded accurately.

However, it remains the customer's responsibility to ensure that the information provided is correct. Prime Private Hire will not be held responsible for any incorrect information supplied by the customer or any third party.

Booking Confirmations

When you book an Airport Transfer online or by phone, you will receive a confirmation email containing all the journey details provided during the booking process.

It is the customer's responsibility to check that all information in the confirmation email is correct.

Once a driver has been assigned to your journey, you will receive a second email containing the driver's contact number.

We recommend printing or saving this confirmation for reference.

Payments

Accepted Payment Methods:

• All major debit cards
• All major credit cards

Cash and cheques are not accepted.

Debit or credit card bookings may incur additional processing charges where applicable.

To prevent fraud, all card payments may be subject to verification. Customers may be asked to provide valid identification along with the card used for the booking.

Pre-Booked Service for Disabled Passengers

We aim to assist disabled passengers wherever possible.

Our service includes:

• Assistance in identifying and selecting a suitable vehicle size.
• No additional charge for providing assistance.

Please Note:

• We do not provide wheelchair accessible vehicles.
• We can only recommend a suitable vehicle size.
• We do not offer discount schemes specifically for disabled passengers.

Waiting Time Charges

Airport Pick-Ups

We allow 1 hour of free waiting time from the flight landing time.

After the first hour: £25 + VAT per hour (pro-rata)

• Deferred collections do not include the free one-hour waiting period.
• The collection time specified in the booking will be treated as the official pickup time.

Home, Hotel, Office & Other Pick-Ups

• First 5 minutes are free.
• After that, waiting time is charged at £25 per hour (pro-rata).

Flight Delays

Flight delays are exempt from waiting time charges.

If our driver is late and you have waited inside the arrivals hall, we will refund the waiting time experienced.

This does not apply in cases of severe weather, road closures, strikes, or other unforeseen circumstances.

Parking Charges

Any car parking charges exceeding £7.5 will be payable by the customer.

Cancellation Policy

Bookings can be cancelled with at least 24 hours notice.

A cancellation will incur an administration fee of £10 or 10% of the booking value (whichever is greater).

Cancellations made within 24 hours of pickup are non-refundable and charged in full.

Cancellation Contact Details:

Email: info@primeprivatehire.co.uk

Phone: +44 (0)20 3488 0654

Postponements

• Journeys can be postponed for up to 365 days.
• Requests must be made at least 24 hours before travel.
• Payments are forfeited if not rescheduled within 365 days.
• No refund for lower-value replacement journeys.

Re-Booking Policy

• Phone
• Email
• Website

Drivers are not permitted by law to accept bookings directly.

Amendment Policy

• Phone
• Email
• Website (online bookings only)
• Website amendments require 12 hours notice.

Customers must not attempt to amend bookings directly with the driver.

Hygiene Policy

Customers are responsible for any valeting charges if the vehicle requires specialist cleaning due to health risks caused during the journey.

Missed Flights

If you miss your flight, contact us immediately on:

+44 (0)20 3488 0654

If the driver has not yet been dispatched, a new transfer will be arranged free of charge.

No Show Policy

• Failure to meet the driver at pickup time.
• Failure to contact the driver or support team.
• Wrong booking date or time.

Card payments are non-refundable in No Show situations.

Liability

• Missed flights
• Severe traffic delays
• Road closures
• Vehicle breakdowns
• Extreme weather conditions
• Other unforeseen circumstances

Customers must ensure the pickup location is within the UK.

Surcharges

50% surcharge applies on:

• 25th December
• 26th December
• 31st December
• 1st January

Driver Unable to Attend

In rare situations such as vehicle breakdowns, driver shortages or accidents, we may be unable to fulfil a booking.

We will attempt to arrange a replacement vehicle where possible.

If no replacement vehicle can be arranged, a full refund will be issued.