Please read the following terms of booking carefully.
By making this booking with us you accept and agree to our company terms and conditions including the promise to pay in the event of a client “no show” as detailed below.
Office opening hours
For non-urgent enquiries i.e. queries that do not require an urgent response within
4hrs for instance, quotations or amendments to future dated bookings then please email info@airportsdirectmk.com with details of the original booking and reference number and the amendment/s that you require.
We endeavour to deal with all emails within 2-4 hrs during office hours and 6-10hrs outside of office hours on a prioritised basis, during busy periods our response time may be longer.
Phone lines are open
- Mon – Fri: 8.30am – 6.30pm
- Sat: 10.30am – 2.30pm
- Sun: 11am – 2pm
We strongly encourage all correspondences to be made via email so we all have a clear audit trail of any requests of cancellations, changes and amendments etc, this protects all parties and gives a clear point of reference.
Urgent assistance
If you require assistance out of hours or on imminent collections or if you need to make a simple slight change to your collection time i.e., up to 1 hr or should you wish to inform the driver of delays etc, then please contact your driver directly on the driver’s direct contact number we sent to you in your reminder Email & SMS the day before your booking date. This can save time and potentially save you money in terms of avoiding additional fees if and where possible. Please ensure you get a written response back from your driver or us here at the office by way of Email or SMS, as failure to do so may mean that your message has not been delivered and we may not be aware of your request.
Whilst we strive to accommodate all change requests all changes are of course subject to availability and cannot be guaranteed. Always send a copy of any correspondences by email to us here at the office on info@airportsdirectmk.com for our records to keep a strong paper trail for future reference.
Locating your driver upon arrival
Please contact your driver directly on the number supplied to you the day before your journey by Email and SMS. Should you have any difficulty, or should you change or lose your mobile then please contact us on +44(0)1908 22 55 23 immediately with an alternative number and we will instruct you further if needed. Failing that, your driver will be inside the terminal building with a sign with your name and destination written upon within 45 mins of your flight. It is essential that you turn your phone on as soon as you land and ensure the ring is NOT on silent in order to keep good communication.
We strongly recommend where possible that you keep your driver updated via SMS or call as you progress through the airport this makes your collection more streamlined and easier to locate each other.
Airport Collection Points
Heathrow Terminal 2
in front of WHSmith’s & Boots inside the main arrival’s hall.
Heathrow Terminal 3,
In front of M & S Simply Food on your left as you enter the main arrival’s hall
Heathrow Terminal 4
In front of Costa Coffee dead centre inside the main arrival’s hall
Heathrow Terminal 5
In front of Costa Coffee dead centre inside the main arrival’s hall
Gatwick North
In front of Costa Coffee inside the main arrival’s hall
Gatwick South
In front of Costa Coffee inside the main arrival’s hall
Luton / Stansted / Birmingham / East Midlands / Southampton Cruise / Eurostar
For these airports, it is imperative that you communicate with your driver upon arrival as the collection point is usually the drop off zone. The driver will call / text you with the car details to look out for and where to meet however you would have received these on your driver confirmation text and email that was sent to you the day before your booking date via email and SMS. Please contact your driver once you have bags and are exiting the building, this is the shortest walk and fastest and cheapest way to collect you.
If there is a breakdown in communication the driver will enter the arrivals hall after 1hr and meet you in arrivals with a sign. Please note that this could involve a bus ride back to the vehicle and additional fees and is dependent upon the individual airports parking regulations. We cannot control this.
Email & SMS Confirmations
For your complete peace of mind, you will receive an SMS / email confirmation of each individual booking / journey. You will receive this SMS / email between 3-4pm (UK time) on the day before each collection with the driver’s name, mobile number, your booking date and time, vehicle make and model. We would recommend that you double check this to ensure all the information is correct, any errors should be reported IMMEDIATELY to us via email. Should you not receive this SMS then please contact us by email on info@airportsdirectmk.com. This is the simple way to ensure everything runs smoothly and catches any errors.
PLEASE NOTE: Do not reply directly to the SMS number as it is not manned.
What is Included
All our fares now INCLUDE all airport Drop Off Fees and Airport Parking / Meet & Greet waiting up to 1 hour, 1x collection address/point and 1x drop off address/point per booking.
Additional Fees
Any additional charges i.e. additional parking fees over 1-hour, additional pick-ups/drop offs or deviations, tolls/congestion fees, additional waiting charges over 1 hour, flight delayed into our night charging period and any soilage charges where and if applicable are chargeable and payable by the client to the driver on the day of travel (with the exception of our account customers whom will be invoiced accordingly).
Soilage / Damages
This relates to any action that results in the vehicle not being useable (in the opinion of either the driver or us here at the office) after a booking due to damage caused or mess made resulting in the need to for the vehicle to be cleaned or repairedprior to going to its next booking. For example, vomit/urine/faeces/inks/paints/chewing gum/spilt drinks or food, scuffs or heavy mud and dirt and of course any damage to any part of the vehicle the fee will be the emergency valets or repairers’ costs together with any losses the driver and us as a company incur as a result of such spoilages / damages, these charges are assessed at the sole discretion of Airports Direct MK Ltd.
VAT
There is no VAT payable by the client/passenger on any of our bookings and therefore you have not been charged or paid any VAT on this booking.
Payment & Methods
If “Pay The Driver Directly” was selected when your booking was made, payment is to be made in full in the vehicle for each journey by way of cash or card to the driver. We accept cash, debit cards, credit cards including PayPal & Advance BACS Payments (details available on request)
Please note: We do NOT accept Cheques.
Errors on your booking
If there are any errors or you need to change or amend anything, please contact the office directly by way of email to info@airportsdirectmk.com. All changes and amends must be made in writing and response must be received from us to confirm that the changes / amends have been actioned.
It is the customer’s responsibility to ensure that all the details and information given at the time of making the booking and on all subsequent confirmations sent out by us whether by email or SMS are indeed correct. Airports Direct (MK) Ltd cannot and shall not be held responsible for any errors made by the client or any misinformation supplied regarding flight information arrival and scheduling information supplied by any third party and as such any additional charges made as a result of such errors will be deemed the client’s responsibility.
PLEASE CHECK YOUR BOOKING CONFIRMATION EMAIL(S) VERY CAREFULLY AND EMAIL US ASAP IF YOU NOTICE ANY ERRORS.
Alternative vehicle allocation
In the event of a vehicle breakdown, driver illness, extreme traffic delays or weather conditions or any other event beyond our reasonable control Airports Direct (MK) Ltd reserves the right to supply an alternative vehicle as close to the specification of the originally booked vehicle as is available or best available alternative we would not offer any discounts or partial refunds should this be the case.
Child Seats
We DO NOT supply baby/child seats. You may leave your baby/child seat with us on your Outbound journey, and we will store it and bring it back to the airport for your return collection. Each individual seat left for storage must be securely and clearly labelled with the travelling client’s name, return flight arrival date, flight arrival time, flight number and mobile number. You must inform the office that there will be a car seat left with the driver. You need to inform the office by way of email or added as a comment on your online booking. Failure to follow these instructions will result in the driver NOT accepting the seat for storage. Airports Direct MK Ltd do not accept any responsibility for any seat left with us/any driver for storage, they are left completely at the owner’s risk. In exceptional circumstances i.e. last-minute driver illness, we will try our upmost to do a handover of car seat, but this may not always be possible.
Changes, Flight diversions, Missed Connections etc
Should you need to make any changes or amendments to your booking, or you have a general enquiry regarding your booking then please contact us by way of email directly to info@airportsdirectmk.com we will respond to your email ASAP.
NOTE: All changes will need to be made in writing via Email to the office during office hours and will require a written response from us to ensure they are actioned. If out of hours, then please contact your driver directly on the number we supplied to you on SMS and email the day before your booked collection date, to keep them informed and to avoid any issues. Again, any changes and amends will be accommodated subject to driver availability and may incur additional charges.
If they are small, short notice changes or to inform us of a small flight delay up to 1hr or slight time changes up to 15 – 20min then these can be done directly with your driver via his contact details as supplied in the pre travel confirmation SMS/Email alerts. If the driver is unable to accommodate, the driver will inform you to contact the office directly. Such changes may incur additional charges. Please read Fees relating to cancellations / date changes / curtailments and delays.
Please note should your flight be delayed or diverted to a different airport and or cancelled or missed connection flight and re-booked on an alternative flight the original booking will be chargeable/payable in full plus any additional fees incurred for driver waiting time or sending the driver to a different location to complete the booking, we will endeavour to keep these costs to a minimum. Please note that arrival flights that are delayed into our night charging period (Currently 23.00 to 04.40 inclusive) will be additionally charged our night rate, this additional fee will need to be paid to the driver on the day.
Cancellation Policy
All cancellations must be made directly to the office by email (not a driver) with a minimum of 18 hours (unless otherwise stated in writing by us) before the time of the booked collection time (a reply from APDMK will be required to validate any cancellation). Failure to do so will result in the full or partial fare being payable regardless of reason based upon the rates detailed below. Fees relating to cancellations / date changes / curtailments and delays
- Adjustments / reschedules made between 18-12hrs prior to your booked collection time 50% of the individual journey fare will payable / chargeable.
- Cancellations / date changes made between 12-6hrs prior to your booked collection time 75% of the individual journey fare will payable / chargeable, unless the driver has already departed for the collection point or is already at the pick-up location regardless of the reason.
- Cancellations / date changes made between 6-0hrs prior to your booked collection time 100% of the individual journey fare will payable / chargeable.
Delays and curtailments
These may incur additional charges dependent upon the individual scenario, for example if the driver is already at the pick-up location, heading towards the pick-up location or if the driver is needed to be on standby to manage the situation.
Additionally should your flight be delayed or diverted to a different airport and or cancelled or moved in terms of timings or indeed re-booked on an alternative flight the original booking will be chargeable plus any additional fees incurred for driver waiting time or sending the driver to a different location to complete the booking, we will endeavour to keep these costs to a minimum and we will do our utmost to supply a suitable vehicle and service however this is subject to available vehicles and drivers.
Contact should be made directly with your driver ASAP and at the same time with the booking office in writing by way of email at your earliest opportunity to keep everyone updated in order to keep costs to a minimum.
In general, you the passenger will know about any disruption BEFORE the airport information is updated this end, therefore it is imperative that you the passenger keep the driver and us here in the office informed of any changes to your booking as early as possible. Communication is the way forward when travelling.
All charges are at the sole discretion of the management and each case will be taken on its given circumstances at the time. The reasoning behind this is to ensure that no driver or member of staff shall be at a loss of income for time or work put in.
These events are extremely rare, and we are extremely fare in our appraisals of these situations.
Remember, if the airline has created this situation, then they must compensate you for costs incurred, we will be more than happy to supply you with the receipts and additional information to claim from the airline.
Please ensure you have read and understood our T&C’s including our cancellation & client no show policy.
Should you have any further questions please don’t hesitate to contact us further on the details listed below.
Office Hours:
Mon-Fri: 8.30am-6.30pm
Sat: 10.30am-2.30pm
Sun: 11am-2pm
Tel: 01908 22 55 23
Emails are monitored 24/7 with a response time during office ours of 2-4 hours and out of office hours 6-10hrs
Email: info@airportsdirectmk.com
Airports Direct (MK) Ltd.
4 Oak Close,
Hartwell,
Northampton,
Northamptonshire.
England.
NN7 2JX
MKBC operator No. 11 Company Registration no. 5318754 (England & Wales)