Booking Terms

These Booking Terms explain how bookings, payments, cancellations, amendments and collections work with Newcastle Airport Transfers.

Please read them before making a booking. Our full Terms & Conditions also apply to all bookings.

1. Booking Process

All bookings must be made through our online booking system or via an approved booking request.

Your fixed fare is based on the journey, passenger, luggage, vehicle and other information provided when booking.

Please check all booking details carefully before making payment and again when you receive your booking confirmation.

For Newcastle Airport collections, make sure you enter the date and time your flight arrives at Newcastle Airport, not the departure time from your original airport.

If any information is incorrect, please contact us as soon as possible.

2. Payment

Full payment is required to confirm your booking.

Payments are processed securely by Stripe using the payment methods available at checkout, which may include debit cards, credit cards, Apple Pay and Google Pay.

We do not accept cash or card payments in our vehicles.

Your confirmed fare includes the normal airport pickup or drop-off charge where applicable.

There are no additional booking or card processing fees.

3. Booking Confirmation & Availability

All bookings are subject to driver and vehicle availability.

A booking is only confirmed once payment has been successfully completed and you have received your booking confirmation.

Your confirmation contains the journey details supplied during booking. Please check these carefully.

A designated driver may be allocated to your booking days or weeks in advance.

Your pre-pickup email is normally sent around 24 hours before your scheduled collection. This contains your designated driver's contact details and relevant pickup information.

Once your pre-pickup email has been sent, your booking enters the committed stage and your driver's time is reserved for your journey.

4. Passengers, Luggage & Vehicle Size

You are responsible for providing accurate passenger and luggage information and booking a vehicle with sufficient capacity for everyone travelling and all luggage being carried.

Please include all luggage and other items you intend to travel with, including suitcases, cabin bags, pushchairs, child seats and other large items.

All luggage must fit safely within the vehicle without obstructing the driver or compromising passenger safety.

If you arrive with more passengers, more luggage or larger luggage than stated on your booking, your driver may be unable to carry passengers or items that cannot be accommodated safely in the vehicle booked.

Where possible, we will try to help with a larger or additional vehicle, but this is subject to availability and may involve an additional charge.

If you're unsure which vehicle size you need, we recommend booking the larger vehicle to make sure there's enough room for everyone and their luggage.

5. Cancellations & Refunds

You may cancel your booking for a full refund before your pre-pickup email has been sent and your booking has entered the committed stage.

There is no cancellation administration fee.

Your pre-pickup email is normally sent around 24 hours before your scheduled collection.

Once this email has been sent, your driver's time is committed to your journey and the booking becomes non-refundable for customer-initiated cancellations, subject to your statutory rights and applicable law.

Before your pre-pickup email has been sent, cancellation requests must be made to our main office by WhatsApp or email.

Once your pre-pickup email has been sent, please contact your designated driver directly using the mobile number provided if you no longer require the journey.

This prevents your driver from travelling to the collection point unnecessarily.

Do not rely on an out-of-hours email to our office to cancel a booking after the pre-pickup email has been issued.

Qualifying refunds are normally processed the same day or within one working day. The time taken for the money to reach your account may depend on your bank or payment provider.

Nothing in these Booking Terms removes your statutory rights where a refund is legally required.

6. Booking Changes

We do not charge an administration fee simply because you need to make a reasonable change to your booking.

Before your pre-pickup email has been sent, most changes can be made through your online booking or arranged through our office.

Once your pre-pickup email has been sent, contact your designated driver directly about any last-minute changes.

Where their schedule allows, we will try to accommodate reasonable changes.

A genuine fare difference may apply where your change alters the journey, vehicle required, pickup time or other factors affecting the booked fare.

All changes remain subject to availability.

Non-refundable does not mean non-changeable.

7. Airport Pickups & Communication

For Newcastle Airport pickups, please provide the correct flight number and a working mobile telephone number.

Flight tracking helps your driver monitor your expected arrival, but it does not replace your responsibility to contact your driver.

For airport collections:

Contact your driver when you land, even if your flight is on time.
Keep your driver informed about significant delays at passport control or baggage reclaim.
Contact your driver again once you have collected your luggage and are genuinely ready for collection.

For standard airport pickups, your driver will normally wait in a permitted location outside the airport grounds until you confirm you are ready.

Please complete anything else you need to do inside the terminal before asking your driver to enter the airport pickup area.

Once you ask your driver to enter, please make your way directly to the agreed pickup point and your vehicle.

Your normal airport pickup charge is included in your fare. However, additional airport charges caused by asking your driver to enter before you are ready may be passed on to you.

If you are visiting the UK and are unsure whether your mobile telephone will work, we strongly recommend booking our optional Meet & Greet service.

8. Airport Waiting & Delays

We do not automatically add hourly waiting charges because of genuine airport delays.

We generally expect passengers to meet their driver within approximately one hour of landing.

Where circumstances allow and you remain in contact, your driver may extend the waiting period up to approximately two hours after landing.

Additional waiting is not guaranteed and depends on the driver's schedule and other commitments.

There is no unlimited waiting guarantee, so please keep your driver informed if anything changes.

If a significant flight delay, cancellation or diversion affects your collection, contact your driver as soon as possible.

We will try to accommodate revised arrangements where reasonably possible, subject to driver and vehicle availability.

Where the original booking has entered the non-refundable period and revised arrangements cannot be accommodated, the original booking will normally remain non-refundable, subject to applicable law.

9. Failed or Declined Payments

If your payment fails or is declined, please contact us.

We can resend a secure payment link or provide an alternative available payment method to complete your booking.

Your booking is not confirmed until payment has been successfully completed and confirmation has been issued.

10. Customer Responsibilities

You are responsible for:

Checking your booking details are correct.
Providing accurate passenger, luggage and flight information.
Booking a vehicle large enough for all passengers and luggage.
Providing a working mobile telephone number.
Making contact with your designated driver as requested before travelling.
Keeping your driver informed of delays or changes.
Contacting your driver when you land for an airport pickup.
Contacting your driver again when you are genuinely ready for collection.
Allowing sufficient time for journeys to the airport.
Following the pickup instructions provided before your journey.

11. Full Terms & Conditions

These Booking Terms provide a summary of the main conditions relating to your booking.

Full details of our cancellation policy, waiting arrangements, booking amendments, passenger and luggage responsibilities, flight delays, no-shows and other conditions are contained in our Terms & Conditions.

Full Terms & Conditions: https://www.newcastleairporttransfers.com/terms-conditions

Nothing in these Booking Terms affects your statutory consumer rights.