Terms and Conditions
Version 1.2
Last Revised on 20/11/2022
The agreement is drafted on the basis that it is governed by English law.
Please note references to “us”, “we”, “the company”, or “our” refer to Direct Airport. References to “the customer(s)”, “you” or “your” refer to the Booker and/or Passenger.
By accessing or using our Services, you confirm your agreement to be bound by these Booking Terms. If you do not agree to these Booking Terms, you may not access or use the Services. Direct Airport reserves the right to amend these Booking Terms at any time.
Accounts & Usage
To use our Services, you must register for and maintain an active personal user account. You must be at least 18 years of age, and your payment method must be registered in your own name.
To register, you must provide accurate personal information including your name, mobile number, email address, and valid payment method. You agree to keep this information up to date.
You are responsible for all activity under your account, including bookings, cancellations, and payments. You must keep your login credentials secure. You may only hold one account.
We may contact you via email, phone, or SMS regarding your account or bookings, including for marketing purposes. You are not required to provide marketing consent as a condition of using our services.
Service Responsibility
Responsibility for fulfilling the transportation service lies with the licensed operator. All communication regarding bookings must be directed to us.
Direct bookings with drivers are strictly prohibited.
The Operator acts as principal under the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 and is responsible for the booking and provision of the journey.
1. Prices
1.1 Fares
You agree to pay the quoted fare for the journey. Payment may be collected by the driver on behalf of Direct Airport.
1.2 Pricing Structure
All bookings (phone, website, app, email, or in person) are based on fixed pricing.
1.3 Fare Adjustments
The quoted fare is an estimate and may change due to:
- Traffic
- Route changes
- Diversions
- Tolls or congestion charges
1.4 Journey Scope
The fare includes one transfer from pickup to destination using a standard route. Additional stops or route changes may increase the fare.
1.5 Variations
Any journey changes must be agreed via phone or email. Notes in booking comments are not sufficient.
1.6 Price Changes
We reserve the right to change pricing at any time.
2. Waiting Time & Parking
2.1 Waiting Time
Waiting is charged at £0.40 per minute if you are late.
You are responsible for delays such as baggage or customs. Flight delays are tracked and not chargeable.
2.2 Parking Charges
Parking fees are payable in addition to the fare.
- Up to 30 Minutes of parking charges are included
- Excess must be paid by the passenger
2.3 Airport Pickup Time
Pickup time = Flight arrival time + selected buffer time.
2.4 Additional Waiting
Charged at £20 per hour (excluding flight delays).
Express pickups allow only a 10-minute window.
2.5 Flight Times
Based on official airport data.
2.6 Local Pickups
5 minutes free waiting time for non-airport journeys.
3. Vehicle Options
We will provide at least your selected vehicle category. Actual vehicle models may vary.
Upgrades or incorrect vehicle selection may result in additional charges.
If your luggage exceeds capacity:
- Option 1: Cancel and pay 50%
- Option 2: Continue and pay upgraded fare
4. Vehicle Capacity
It is your responsibility to choose a suitable vehicle. Contact us if unsure.
5. Refusal of Service
Drivers may refuse passengers deemed unsafe.
We may cancel bookings due to:
- Weather
- Fuel shortages
- Driver availability
- Road closures
6. Liability
We provide information without guarantee and accept no responsibility for losses.
We are not liable for:
- Missed flights or connections
- Delays due to traffic or weather
- Incorrect booking details
We are not liable for business losses.
Our maximum liability is limited to the value of the booking.
7. Cancellations
- Free cancellation up to 4 hours before pickup
- Less than 4 hours: 100% charge
- No-show (30 mins / 60 mins airport): 100% charge
Refunds may take up to 21 days.
8. Booking Errors
You must report errors:
- Within 24 hours (by phone)
- By email if booking is over 24 hours away
Failure to notify means you accept charges.
9. Changes
All changes must be made via phone.
Failure to follow procedure means we accept no responsibility.
You must keep us updated on flight changes.
11. Meeting Point
You agree to meet the driver at the designated meeting point. The driver will contact you upon arrival.
12. Baggage
You are responsible for loading/unloading luggage.
We are not liable for:
- Lost or damaged items
- Incorrect luggage estimates
Luggage must be stored in the boot.
13. Child Seats
We do not provide child seats. Private hire vehicles are exempt under UK law.
14. Conduct
Abusive or unsafe passengers may be refused service.
We may remove passengers and charge cancellation fees.
Damage or abuse may result in legal action.
15. Delays
We are not liable for delays beyond our control.
16. Soiling Charges
Up to £90 cleaning fee may apply.
You are liable for any damages caused by your party.
17. Complaints
Email: info@directairport.co.uk
We aim to respond within 5–7 working days.
18. Business Accounts – Payments
Invoices must be paid within 30 days.
Late payments incur:
- £12 fee + 5% monthly interest
19. Credit Limits
We may adjust credit limits at any time.
Service may be refused if exceeded.
20. Account Security
You may use a security phrase.
We are not liable for misuse.
Failure to provide it may result in refused service.