Passenger Terms & Conditions
We are Smart Airport Transfers Limited, a company registered in England and Wales. Our company registration number is 12466697 with Registered address of Hart House Business Centre, Kimpton Road, Luton, LU2 0LA, UK and Business address of Suite 7, Aero House, 611 Sipson Road, West Drayton, UB7 0JD, UK.
(“Smart Airport Transfers”, “we”, “our” or “us”).
We provide Private Hire Advance Booking and passenger transportation service (collectively the “Services”).
When you book with us for our services, these Terms & Conditions apply to your use of the Services (the
“Terms”).
The Services
1) A Booking constitutes an offer by you to purchase Services in accordance with these Terms. A Booking shall only be deemed to be accepted when we issue written confirmation of the Booking via text message, email or push notification from the App or on commencement of the Booking (whichever is the earlier), at which point and on which date and time a contract for the services to which the Booking relates shall come into existence. There is no obligation on us to accept a Booking and it may be declined for any reason. For the avoidance of doubt, you agree to remain fully liable under these Terms for the actions or omissions of the Passenger(s) as if they were your own actions or omissions and our obligations to the Passenger will be determined by these Terms as if they were you.
2) Each Contract for Services is between Smart Airport Transfers (as principal), the passenger and you (if the person making the Booking is different from the Passenger). We are responsible for accepting the Booking and provision of Transportation service and will at all times act as the point of contact for you for customer service questions.
3) We, to the maximum extent permitted by law, remain responsible solely for our obligations to you, as set out in these Terms.
4) You will receive a Booking Acknowledgment email for the journey you have paid for. You are responsible for checking that the details received to us are correct. All passengers are advised to have adequate travel insurance prior to booking. No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport. We do not accept any responsibility in any way if the passenger/luggage requirements exceed the capacity of the vehicle booked. If you are unsure about the capacity of the vehicle booked, please check online website for luggage allowance or contact Smart Airport Transfers customer services team immediately.
5) All bookings must be made through the office either via the website, online chat, telephone or e-mail. In this way confirmations are sent out and the journey is insured.
6) Smart Airport Transfers will contact you via text message or email or telephone before the start of your journey, to confirm the Vehicle licence plate number, the driver’s contact details and the driver’s private hire Vehicle licence number. Smart Airport Transfers shall use reasonable endeavours to provide a Vehicle of the type specified by you (and in the event that such a Vehicle is not available, a reasonable alternative Vehicle) within any time for so doing given by Smart Airport Transfers.
Waiting Time
7) On journeys collecting from an airport, as standard, Smart Airport Transfers allows all passengers 45 minutes maximum from the time the flight actually lands to meet with their driver. After this, waiting time is charged, regardless of the reason, at £20/hr pro rata. Smart Airport Transfers therefore, advise passengers to consider immigration processing times at airport and request for a deferred collection time after their flight lands. No compensation will be offered if the passenger is ready earlier than planned and has to wait until the scheduled collection time for the driver to arrive. No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take an alternative transport.
Payment
8) You are liable for any and all payment of Charges (including Additional Charges e.g., waiting time, extra miles request) for a Booking for all Services booked pursuant to these Terms and you must pay the Charges and Additional Charges (where applicable) for each Booking in full and without set-off.
9) You may elect the method of payment for a Passenger Services Booking from one of the following options; (i) Online Card Payment, or (ii) cash. If you have made a Booking and elected to make payment by cash, the Driver will in his/her sole discretion collect the (i) Charges prior to the Booking commencing, or upon completion of the Booking and (ii) Additional Charges (e.g., waiting time, extra miles request) upon completion of the Passenger Services Booking.
10) Where you make a Card Payment for a Passenger Services Booking and your Card Payment is declined by the Card-issuer or on its behalf, you agree that Smart Airport Transfers reserves the right, on behalf of a Driver, to use and take payment for Charges and/or Additional Charges from any other payment Card registered in your Profile in your sole name, where available.
Cancellations
11) Smart Airport Transfers will accept any cancellation as long as 2 hours’ notice is provided. All cancellations must be made online or via an email to which you will receive confirmation by us. If you do not receive an email from Smart Airport Transfers confirming the cancellation, then we have not received it. In this case, please call our customer services team. No refunds will be issued in the following circumstances;
- a) No refund is made if the passenger does not show up for pre-paid journeys.
- b) No refund is made for cancellation of a booking with less than 2 hours’ notice provided.
Complaints
12) Any complaints regarding service should be raised in writing with our customer services department, preferably by reply to your booking confirmation email. All complaints must be submitted within 30 days of the event giving rise to the complaint. Please note that all our calls are recorded for quality and training purposes.
Offers
We also provide child seats as a courtesy service. Whilst we make every effort to ensure child seats are available, we cannot guarantee, suitability for your child, or availability for your journey. Usage of child seats is entirely at the passenger's discretion, and we cannot be held responsible or liable for their usage.