FAQ's

  • Before making a Booking

  • Before making a booking

    You will need to know the exact number of passengers and the exact number of luggage you will have to make an informed decision on the vehicle selection stage. You will also require your flight number so that we can actively track your flight and provide the service upon landing. We will require the name and contact details of the Lead passenger for correspondence and communication. You can also book us on the website or via our app. App customers get live notification on arrival, their drivers’ full profile and driver tracking.

  • Android Passenger App

    https://play.google.com/store/apps/details?id=com.airporttransportcentre.android.customerApp

  • IOS Passenger App

    https://apps.apple.com/tn/app/airport-transport/id1488472565

  • Do you charge extra for card payments?

    There is no additional charge for paying by debit or credit card.

  • Will my transfer be private or shared?

    We only offer private transfers; the vehicle will be exclusively for your group.

  • Can you supply invoices for company expenses?

    Every passenger is allowed one regular sizedLuggage or suitcase per passenger seat (based on a maximum combined size of 158cm, length + width + height) per item. All luggage must be declared when the booking is being made to avoid complications on arrival. All luggage must fit in the luggage compartment of the booked vehicle. The passenger shall be liable for all expenses incurred should additional vehicles be required to transport luggage that does not fit in the luggage compartment. Excess luggage as well as bulky items could be charged. Contact Customer Service Centre for more details at Bookings@airporttransportcentre.com by phone on +44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989

  • What type of vehicle do you offer and what are the differences?

    We offer a wide range of vehicles from Economy Sedan to business class and First-class Sedans, MPV and Minivans and Minibuses. For a complete comparison of the vehicle their passenger and luggage capacity please visit our Fleet page www.airporttransportcetre.com/fleet

  • Is my card and personal details safe?

    All booking pages that require you to enter personal information are secured using 256-bit SSL encryption, verified by Stripe (Stripe.com) our payment partner. Payments are charged at the end of your ride completion. Stripe will hold an authorisation on your card for the payment and you will be sent an email receipt on charge with an itemisation of the fare, any parking, tolls or waiting time should that apply.All data is stored and used under GDPR guidelines.

  • What payment method do you accept?

    We accept all major Credit and debit cards including American Express and Diner Club. If you wish to use a different method, please contact our Customer Liaison team. All card payments are secured by 256-bit SSL encryption.

  • I have a foldable wheelchair, what should I do?

    Please indicate your needs in the notes section. Always book a shuttle in case you need wheelchair space. Or if you are carrying and large luggage or surf boards.

  • How can I contact Airport Transport Centre?

    You can contact us by email or phone live chat, our full details are available on our contact page. Our Customer Service Centre is available 24hours a day including bank holidays. If your enquiry is urgent, please call us on +44 203 198 7000 or our Business WhatsApp on +44 7484 226 989.

  • Do you supply child seats?

    We can supply child seats at an additional cost and subject to availability and vehicle classification, however FYI private hire vehicle are exempt from carrying child seats. We advise that you bring your own child seat for safety and hygiene reasons.

  • What is the latest time I can book?

    To ensure the quality of service it is recommended that you book at least 6 hours in advance, any shorter notice period booking will be subject to availability. For short notice bookings please contact us on +44 203 198 7000. We recommend that you book as early as possible. By booking your transfer(s) early, you have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season.

  • After making a booking

  • Where do I meet the driver? What is Meet & Greet?

    We offer a Meet & Greet service for all our transfers your driver will always meet you in the arrival’s hall or your hotel lobby with a name board.

  • Can I choose larger vehicle we have more passengers now?

    You will have to pay the difference of fare if you require a larger vehicle.

  • Can I cancel my transfer? My flight has been cancelled

    Cancellation are in accordance with our terms and conditions. https://airporttransportcentre.com/page/terms-conditions

  • Do I ned to carry proof of pre-booking for the driver?

    Your booking confirmation (paper or digital), although this is not required as the driver will have all the information. The driver may confirm your name and destination.

  • Can I amend my booking?

    Your reservation details can be changed by mail to Bookings@airporttransportcentre.com or via our Business WhatsApp on +44 7484 226 989. Subject to availability.

  • I can't find my driver.

    If you have any trouble locating your driver, please contact the driver directly at the telephone number notified on the arrival SMS. If you are not able to reach him, just call our Customer Service Centre number+44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989. and we will immediately assist you.

  • What happens if my flight is delayed or cancelled?

    When your flight is delayed or cancelled, please contact our customer service centre at Bookings@airporttransportcentre.com by phone on +44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989.

  • Can I reschedule my transfer? I had to change my flight

    In most cases we will be able to reschedule your transfer, provided the driver is not allocated and the transfer request change is more than 24 hours. Please contact us the moment you know about your change in schedule to allow us enough time to reorganize your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.

  • On Arrival

  • What do I if the driver doesn't show up at my pickup location?

    If the vehicle or driver is not at the pickup location,please contact us on +44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989. Please allow the driver a minimum 20 minutes to arrive, as sometimes there may be incidents beyond human control,and we will keep you updated on the status of your driver.

  • I lost my luggage will the driver wait, or will I lose my transfer.

    If your luggage is lost, please contact us immediately on +44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989. Depending on how much time is needed to report that your luggage was lost, the driver can either wait for you (waiting charges apply after inclusive time). or you can cancel the ride. If you choose to cancel the ride instead of asking the driver to wait this will be considered as a late cancellation, full fare will be charged and cannot be refunded.

    • At Destination

    • I forgot something in the car.

      You should contact us immediately on +44 203 198 7000 or via our Business WhatsApp on +44 7484 226 989.We will do everything we can to repatriate your lost luggage to you, either to your place of residence, or to your home address. Please note that any fees incurred will have to be paid before the luggage is sent back to you by courier.

    • Where can give feedback on the service?

      We actively welcome our customers' comments and suggestions and treat them as a valuable insight as to how to improve our service. You can also email us with your comments: info@airporttransportcentre.com. You can also rate the driver and service on our customer app. You can also post your reviews on independent review channels such as TripAdvisor https://www.tripadvisor.com/Attraction_Review-g186338-d13376780-Reviews-Airport_Transport_Centre-London_England.html or Trust pilot https://www.trustpilot.com/review/www.airporttransportcentre.com

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