Booking Terms & Conditions
- By making a booking with Chessington Airport Cars, you confirm that you have read, understood, and agreed to these Terms & Conditions.
- Customers must provide accurate booking information, including passenger name, pickup address, destination, travel date, pickup time, contact number, flight number, and any other relevant journey details.
- You are responsible for checking all booking information before confirmation. Any incorrect or incomplete information may affect the service provided.
- If any booking details change after confirmation, customers must contact Chessington Airport Cars as soon as possible. Amendments are subject to availability.
- Our drivers will aim to arrive at the agreed pickup location at the scheduled time provided on your booking confirmation.
- For airport collections, customers should provide a valid flight number whenever possible. This allows our team to monitor flight information and make reasonable adjustments for flight delays.
- We aim to provide safe, professional, comfortable, and punctual airport transfer services. However, we cannot be held responsible for delays caused by traffic, road closures, accidents, adverse weather, public events, airport restrictions, or other circumstances beyond our reasonable control.
- Passengers must select a vehicle that is appropriate for the total number of passengers and the amount of luggage being carried.
- Where the number of passengers or luggage exceeds the capacity of the booked vehicle, an alternative or larger vehicle may be required and additional charges may apply.
- Customers requiring child seats or other special requirements should request them at the time of booking. Such requests are subject to availability and may incur an additional charge.
- Smoking and vaping are not permitted in any Chessington Airport Cars vehicle.
- The transportation of illegal substances, dangerous goods, or prohibited items is strictly forbidden.
- Passengers are expected to behave responsibly and respectfully towards drivers, other passengers, and the vehicle. We reserve the right to terminate a journey or refuse transportation where passenger behaviour creates a safety risk.
- We reserve the right to provide a similar vehicle or an upgraded vehicle where the originally booked vehicle becomes unavailable due to operational or unforeseen circumstances.
- Prices displayed or quoted at the time of booking apply to the journey and services specified in the booking confirmation. Additional services, waiting time, parking charges, or other applicable costs may be charged separately.
- Payment must be completed through one of the payment methods accepted by Chessington Airport Cars within the agreed payment terms.
- Customers are responsible for any damage, excessive cleaning, or repair costs caused by themselves or any member of their travelling party.
Service Policies
- For airport pickup bookings, customers should provide the correct flight number, airline, and arrival details wherever possible.
- Our team will make reasonable efforts to monitor the provided flight information and adjust the pickup time where operationally possible.
- Customers should keep their mobile phone switched on and accessible after landing so that the driver or our support team can contact them if necessary.
- Airport pickup locations may vary depending on airport regulations, terminal restrictions, and designated private hire collection areas.
- Customers should follow the pickup instructions provided in their booking confirmation or by our support team.
- If you are unable to locate your driver, please contact Chessington Airport Cars before arranging alternative transportation.
- Waiting time for airport collections is provided according to the waiting period specified in our booking or service policy.
- Additional waiting beyond the complimentary waiting period may result in additional charges.
- For non-airport pickups, waiting time may begin from the scheduled collection time.
- Customers should ensure they are ready at the agreed pickup location at the scheduled collection time to avoid unnecessary delays and waiting charges.
- Requests to change pickup locations, destinations, travel dates, pickup times, passenger numbers, or vehicle requirements must be submitted to our office as soon as possible.
- All amendments are subject to vehicle and driver availability and may result in a change to the original fare.
- Drivers are not authorised to approve changes to bookings, prices, destinations, or additional services without confirmation from the Chessington Airport Cars office.
- A booking is considered confirmed only when an official booking confirmation has been issued by Chessington Airport Cars through email, telephone, online booking system, or another approved communication method.
- Customers should check their confirmation details carefully and notify us immediately if any information is incorrect.
- Customers wishing to cancel a booking should contact Chessington Airport Cars as soon as possible using the contact details provided during the booking process.
- Bookings cancelled at least 24 hours before the scheduled pickup time may qualify for a refund, subject to the applicable booking and administration conditions.
- Cancellations made within 24 hours of the scheduled pickup may be subject to cancellation charges or may not qualify for a refund.
- Cancellation terms may vary depending on the type of booking, special arrangements, vehicle category, or other services included in the reservation.
- Where a refund is approved, it will normally be processed using the original payment method.
- Refund amounts may be reduced by applicable administration, cancellation, waiting, parking, or other charges where relevant.
- No refund may be provided where a passenger fails to attend the agreed pickup location or is considered a no-show.
- Customers may not be eligible for a refund where incorrect or incomplete booking information supplied by the customer prevents the journey from being completed.
- Refund processing times depend on the payment method and the customer's bank or payment provider.
- Passengers must ensure that their selected vehicle can safely accommodate the number of passengers and luggage being carried.
- Large, oversized, unusual, or excessive luggage should be declared at the time of booking.
- We reserve the right to refuse luggage or passengers that exceed the safe capacity of the vehicle.
- Chessington Airport Cars cannot accept responsibility for damage to luggage resulting from inadequate packaging or items that are not suitable for transportation.
- Passengers are responsible for checking the vehicle and collecting all personal belongings at the end of their journey.
- If an item is left inside a vehicle, customers should contact Chessington Airport Cars as soon as possible with their booking details and a description of the missing item.
- We will make reasonable efforts to assist in recovering lost property, but recovery cannot be guaranteed.
- Any costs associated with returning recovered property may be payable by the customer.
- Customers who are dissatisfied with any aspect of their journey should contact Chessington Airport Cars as soon as reasonably possible.
- Formal complaints should preferably be submitted within 30 days of the completed journey and should include the booking reference, journey date, passenger details, and a clear description of the issue.
- Our customer support team will review genuine complaints fairly and make reasonable efforts to provide an appropriate response.
- All passengers must follow reasonable safety instructions provided by the driver during the journey.
- Seat belts must be worn where fitted and required by law.
- Drivers may refuse to continue a journey if they reasonably believe that continuing would create a safety risk to passengers, the driver, or other road users.
- Passengers must not distract the driver or interfere with the safe operation of the vehicle.
- Chessington Airport Cars will make every reasonable effort to operate confirmed bookings as scheduled.
- However, we cannot guarantee uninterrupted service where circumstances arise beyond our reasonable control, including severe weather, road closures, accidents, traffic congestion, airport restrictions, vehicle breakdowns, public emergencies, or other unforeseen events.
- Where such circumstances occur, we will make reasonable efforts to provide an alternative solution or minimise disruption to the customer's journey.
Airport Pickup Policy
Waiting Time & Additional Charges
Journey Amendments
Booking Confirmation
Cancellation Policy
Refund Policy
Passenger & Luggage Policy
Lost Property
Customer Complaints
Driver & Passenger Safety
Unavoidable Circumstances
General Conditions
- These Terms & Conditions apply to bookings made with Chessington Airport Cars for airport transfers, private hire journeys, business travel, local journeys, and other transportation services.
- By completing a booking, the customer confirms acceptance of these Terms & Conditions.
- We reserve the right to update or amend these Terms & Conditions where necessary. The latest version will apply to future bookings.
- Customers are encouraged to retain their booking confirmation and any relevant communication relating to their journey.
- For any questions regarding these Terms & Conditions, customers can contact the Chessington Airport Cars customer support team.