Terms and conditions

Your contract is with Cityline Airport Transfers Limited. We are the licensed operator for your journey, not an agent introducing you to someone else, and we are responsible to you for the service you have booked.

Journeys are carried out by licensed private hire drivers in licensed private hire vehicles. We may use an approved sub-contractor where we need to, and where we do, we remain responsible to you under these terms.

You can book through this website, by telephone or by email. A booking is not confirmed until we have accepted it and you have received a confirmation containing your booking reference.

Please check your confirmation carefully as soon as it arrives. The pickup address, date, time, flight number and destination on it are what your driver will be sent to. If anything is wrong, tell us straight away.

You are responsible for the accuracy of the details you give us, including the pickup address, the terminal you are landing at, the number of passengers and the amount of luggage.

If the details are wrong and we cannot complete the journey as booked, we may have to charge for the journey. If your party or luggage turns out to be larger than booked and will not fit the vehicle you chose, we will do what we can, but we may not be able to carry you.

All prices are in pounds sterling and are fixed at the point you book. You see the price before you give us any personal details, and it does not change afterwards.

Your fare includes the driver, the vehicle, fuel, the airport's own drop-off and parking charges, the Congestion Charge and ULEZ where your route passes through them, and any tolls on the route. It also includes meet and greet where you are being collected from an airport.

• No card fees. Paying by card costs the same as any other method.
• No surge pricing. The fare does not rise at busy times, at night, or on public holidays.
• Extras you choose, such as child seats or additional waiting time, are shown separately and added to the total before you pay.

Payment is taken in full at the time of booking unless we have agreed otherwise in writing. Card payments are handled by our payment provider; we never see or store your full card number.

Where we have agreed an account or a payment link with you, the terms of that arrangement apply in addition to these terms.

For airport pickups you have 60 minutes of free waiting time, counted from the time your flight lands rather than from the time you booked. For all other pickups you have 15 minutes from the booked time.

After the free period, waiting is charged at the rate shown when you book. If you know you will be delayed, please call us — we would rather hold the car than have you arrive to find it gone.

Please give us your flight number when you book. Our team checks your flight's arrival time before sending your driver, so that a delayed flight does not leave you without a car or your driver waiting for hours.

We do not operate automatic flight tracking, and we do not claim to. What we do is check your flight before dispatch and adjust the pickup accordingly. If your flight is diverted, badly delayed or cancelled, please contact us as soon as you know so that we can move or cancel the booking.

You can change a booking through the link in your confirmation email or by contacting us. We will always try to accommodate a change.

If a change increases the price — a longer journey, a larger vehicle, additional stops — we will tell you the new price before it takes effect and charge the difference. If it reduces the price, we will refund the difference to the card you paid with.

You may cancel free of charge up to 24 hours before your booked pickup time and receive a 100% refund, returned to the card you paid with.

Cancellations inside 24 hours may not be refunded, because at that point the vehicle and driver are committed to your journey. If your flight is cancelled by the airline, contact us and we will either move the booking or refund it.

Refunds are processed as soon as we have confirmed the cancellation. How quickly the money reaches you is down to your bank, and is usually a few working days.

If we cannot find you at the pickup point, your driver will wait for the free waiting period and we will try to contact you on the number you gave us. If we still cannot reach you, the booking may be treated as a no-show and charged in full.

This is why the mobile number on your booking matters. Please give us one you will actually have with you and switched on.

Each vehicle class carries a stated number of large cases and hand bags, shown on the fleet pages and when you choose a vehicle. Please book a class that fits what you are travelling with.

Tell us in advance about anything bulky or unusual — skis, golf clubs, musical instruments, a pushchair — so we can send a vehicle that will take it. We cannot carry luggage that will not fit safely, and a driver may decline to load anything that would make the vehicle unsafe.

Children are welcome. UK law requires appropriate child restraints for younger children, and you can request seats when you book. Any charge is shown in your quote before you pay.

Please tell us the age and size of the child so that we send the right kind of seat. A seat requested on the day cannot be guaranteed.

Tell us what you need when you book and we will do our best to arrange it. Assistance dogs travel with their owner at no extra charge.

If you need a wheelchair accessible vehicle, please contact us before booking so we can confirm availability for your date and time.

Seatbelts must be worn where they are fitted. Smoking and vaping are not permitted in any vehicle, and nor is the consumption of alcohol or illegal substances.

Drivers may end a journey where a passenger is behaving in a way that is unsafe, abusive or illegal. Where a vehicle is soiled or damaged, we may charge for cleaning or repair at cost.

We plan journeys with sensible allowances for traffic, but we cannot control the roads, the weather, road closures or the actions of third parties.

Where a delay is genuinely outside our control we are not liable for onward costs such as missed flights, trains or appointments. Please allow enough time for your journey, and tell us if you are working to a hard deadline so we can advise on a pickup time.

We provide our service with reasonable care and skill, and we are responsible for loss or damage we cause by failing to do so.

We do not exclude or limit our liability where the law does not allow it, including liability for death or personal injury caused by our negligence, or for fraud. Nothing in these terms affects your statutory rights as a consumer.

We recommend travel insurance for anything time-critical. Our vehicles carry the insurance that UK law requires for carrying passengers for hire and reward.

If you leave something in a vehicle, contact us as soon as you can with your booking reference and a description. We will check with the driver and hold anything found securely.

Where a return is arranged, we may charge for the cost of getting the item back to you.

If something goes wrong, please tell us. Email bookings@citylineairporttransfers.com or call us, quoting your booking reference, and we will look into it.

We aim to acknowledge complaints within 2 working days and resolve them within 10. Telling us promptly helps — details are easier to establish while the journey is recent. Our full complaints procedure, including how to take a complaint further, is published on our complaints page.

We handle your personal information in line with our privacy policy, which explains what we collect, why, who it is shared with and how long we keep it.

We may update these terms from time to time. The terms that apply to your journey are the ones in force on the day you booked, and a copy is available on request.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you may bring proceedings in your own country's courts.