Terms & Conditions

These Terms & Conditions apply to bookings made with Newcastle Airport Transfers.

By making a booking, you agree to the terms below. Please read them carefully before confirming and paying for your journey.

1. Booking Details

Once payment has been successfully completed, you will receive confirmation of the journey or journeys you have booked.

You are responsible for checking your booking confirmation carefully, including:

• Pickup and destination addresses.

• Pickup dates and times.

• Flight details, where applicable.

• Passenger numbers.

• Luggage requirements.

• Vehicle selected.

• Child seats or other extras.

• Email address and mobile telephone number.

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

For Newcastle Airport collections, please make sure you provide the date and time your flight arrives at Newcastle Airport, rather than the date or time it departs from your original airport.

2. Payment

Bookings must be paid for using the payment options available through our online booking system.

Card and supported digital payments are processed securely by Stripe. Newcastle Airport Transfers does not directly process or retain your full payment card details.

Where Stripe offers the option to save a payment method for future use, your payment information is securely retained by Stripe.

Where you have authorised us to add an additional service or amend a booking, we may, where supported, process an agreed additional payment using your original payment method. You may request an alternative payment method.

Any applicable refund will normally be returned to the original payment method.

3. Your Designated Driver

A designated driver may be allocated to your booking in advance, sometimes several days or weeks before your journey.

Your pre-pickup email is normally sent around 24 hours before your scheduled collection. This is the customer-facing notification that your booking has entered the committed stage.

Once this email has been sent, your driver's time is committed to your journey.

Your pre-pickup information may include:

• Your driver's name and direct mobile number.

• Vehicle details.

• Pickup instructions.

• Newcastle Airport meeting-point information.

• Maps and videos, where applicable.

• Flight tracking information.

• Find My Driver information.

You should make contact with your driver as requested before travelling.

4. Working Contact Details

You are responsible for providing a working mobile telephone number that can be used on the day of travel.

If you provide an overseas number, you must ensure it will work in the UK or provide an alternative contact number.

Please check the passenger contact information shown in your booking and pre-pickup communication.

Newcastle Airport Transfers cannot accept responsibility for problems caused by a telephone number supplied by the customer being incorrect, switched off, unavailable, changed without notifying us or unable to work in the UK, except where responsibility cannot lawfully be excluded.

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

5. Flight Tracking & Airport Communication

Where a valid flight number is provided, flight tracking is used to help your designated driver monitor your expected arrival.

Flight information can occasionally be delayed, inaccurate or change while an aircraft is in flight. A delayed flight can also make up time before landing.

Flight tracking does not replace your responsibility to contact your driver.

For Newcastle Airport pickups:

• Contact your driver when you land, even if your flight appears to be on time.

• Keep your driver informed if you are delayed at passport control or baggage reclaim.

• Contact your driver again when you have collected your luggage and are genuinely ready for collection.

If your flight is significantly delayed before departure, please update your driver where reasonably possible.

6. Standard Newcastle Airport Pickups

For a standard Newcastle Airport pickup, your driver will normally wait in a permitted location outside the airport grounds until you confirm that you are ready for collection.

Please collect your luggage and 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 the airport, please make your way directly to the agreed pickup point and your vehicle.

If you wish to get food or coffee, visit a shop, use the bathroom, have a cigarette or do anything else inside the terminal, please do this before telling your driver that you are ready.

Your normal Newcastle Airport pickup charge is included in your booked fare.

However, once your driver enters a chargeable airport pickup area, airport charges begin.

If you ask your driver to enter before you are ready and this causes additional airport charges, the actual additional airport cost may be passed on to you.

7. Airport Waiting & Delays

We do not automatically start adding hourly waiting charges because passport control is busy, baggage is delayed or you experience another genuine airport delay.

We normally 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, other commitments and the circumstances of the delay.

There is no unlimited waiting guarantee. Your designated driver may have another pre-booked customer afterwards and cannot be expected to wait indefinitely.

If a significant delay means your driver can no longer accommodate the collection because of later commitments, we will try to find a reasonable alternative where possible, but this cannot be guaranteed.

Keeping your driver informed gives us the best opportunity to help.

8. Flight Cancellations, Diversions & Significant Delays

If your flight is significantly delayed, cancelled, diverted or changed, contact your designated driver as soon as possible.

Where reasonably possible, we will try to accommodate a replacement flight, revised arrival time or different collection arrangement.

Changes remain subject to driver and vehicle availability.

If the change involves a different airport, destination, journey time or another material change to the booked journey, a genuine difference in fare may apply.

If we cannot accommodate revised arrangements after your booking has entered the non-refundable period, the original booking will normally remain non-refundable because the driver and vehicle time have already been reserved, subject to your statutory rights and any applicable legal requirements.

Where an airline cancels, diverts or significantly delays a flight, you may also be entitled to assistance or compensation from the airline under applicable rules.

9. 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, please contact your designated driver directly if your collection arrangements change.

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

If your change genuinely alters the cost of the journey — for example, a different pickup or destination, a larger vehicle or a differently priced journey time — you will only be charged any genuine difference in fare.

All changes remain subject to availability.

Non-refundable does not mean non-changeable.

10. 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 designated 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, contact your designated driver directly using the mobile number provided. This prevents unnecessary travel to your collection point.

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 processed as soon as reasonably possible, normally the same day or within one working day.

The time taken for refunded funds to appear in your account may depend on your bank or payment provider.

Nothing in these terms removes your statutory rights where a refund is legally required, including where we fail to provide the contracted service.

11. No-Shows

A passenger may be treated as a no-show where the driver attends the agreed pickup and:

• The passenger does not arrive within a reasonable waiting period.

• The driver cannot contact the passenger.

• The passenger does not respond to reasonable attempts to make contact.

• A significant change means the original journey cannot take place and the passenger has failed to keep the driver informed.

For non-airport pickups, the driver will normally wait up to 15 minutes without contact.

If you contact your driver about a genuine problem, we will normally try to allow up to approximately 30 minutes, where the driver's schedule permits.

For airport pickups, the waiting arrangements described in Section 7 apply.

A genuine delay or problem does not automatically make you a no-show. Keeping your driver informed gives us the best opportunity to help.

Where a booking is already within the non-refundable period, a genuine passenger no-show will normally be non-refundable because the driver, vehicle and time have been committed to the journey, subject to applicable law.

12. Meet & Greet

Meet & Greet is an optional service for Newcastle Airport arrivals and must be booked or added in advance, subject to availability.

Your designated driver will meet you at the agreed Arrivals meeting point with a name board and assist you with your luggage to the vehicle.

Meet & Greet does not remove your responsibility to provide working contact details, contact your driver when you land and keep them informed of delays inside the airport.

The applicable Meet & Greet airport parking required for the normal service is included in the Meet & Greet charge.

13. Passengers, Luggage & Vehicle Capacity

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

When booking, you must include all luggage you intend to travel with, including suitcases, cabin bags, pushchairs, child seats, mobility equipment and other large items.

The passenger and luggage capacities shown on our website and booking system are provided to help you choose a suitable vehicle.

It remains your responsibility to select a vehicle suitable for your actual requirements.

For safety and licensing reasons, luggage must be capable of being carried and secured safely within the vehicle.

Luggage cannot be carried where it would obstruct the driver, compromise passenger safety or exceed the safe capacity of the vehicle.

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

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

We cannot guarantee that another suitable vehicle will be available at short notice.

Where incorrect or incomplete passenger or luggage information provided by the customer causes delays, additional costs or prevents the booked vehicle from safely completing the journey, Newcastle Airport Transfers will not normally be responsible for losses arising directly from that incorrect information.

Nothing in these terms affects your statutory rights or excludes liability where it would be unlawful to do so.

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.

14. Child Seats

Where child seats are requested, we will provide the selected seat subject to the booking details supplied.

Parents or guardians remain responsible for correctly fitting the seat where required and ensuring their child is correctly and safely secured.

Please provide accurate information about your child's age and any relevant seating requirements when booking.

15. Animals

Animals must be declared and agreed before travel, except where the law requires us to carry an assistance dog.

Unless otherwise agreed, pets must travel in a suitable secure transport box or crate.

We reserve the right to refuse carriage of an undeclared or unagreed pet, or an animal that cannot be transported safely, subject to our legal obligations concerning assistance dogs.

16. Vehicle Changes & Third-Party Transport

Newcastle Airport Transfers uses its own transport wherever reasonably possible but may use approved third-party drivers or transport providers where appropriate.

We may provide a different or upgraded vehicle from the type originally selected where necessary, provided it is suitable for the booked passenger and luggage requirements.

All transport must be provided in accordance with applicable licensing and legal requirements.

17. Journey Routes

The exact route taken is normally at the driver's discretion, taking account of traffic, road closures, safety and current conditions.

You may request an alternative route, but the driver will decide whether the requested route is reasonable and safe.

Normal traffic delays or necessary diversions do not change an agreed fixed fare.

18. Airport Departure Times & Missed Flights

Customers are responsible for choosing an appropriate pickup time for journeys to the airport.

We provide guidance to help customers plan their pickup time, but factors such as traffic, accidents, road closures, severe weather, vehicle breakdowns and other unforeseen circumstances can affect journey times.

Newcastle Airport Transfers cannot guarantee that circumstances outside our reasonable control will not cause delays.

Customers should allow sufficient time for their airline's recommended check-in, security and boarding requirements.

If you choose a pickup time that provides less time than recommended for your flight, you accept the increased risk of missing your flight.

We strongly recommend appropriate travel insurance.

Nothing in this section excludes our responsibility where a loss is caused by a failure to provide our services with reasonable care and skill or where liability cannot lawfully be excluded.

19. Waiting for Your Driver & Alternative Transport

If you cannot locate your driver, contact them directly using the number supplied before arranging alternative transport.

For Newcastle Airport collections, use Find My Driver where available and confirm your meeting point with your driver.

If your driver is temporarily delayed or you are having difficulty locating each other, please give us a reasonable opportunity to resolve the situation.

We cannot automatically reimburse alternative transport arranged without first making reasonable attempts to contact your driver or Newcastle Airport Transfers.

However, this does not affect any legal right to recover reasonable costs where we have failed to provide the contracted service.

20. Passenger Behaviour & Vehicle Damage

Passengers are expected to behave appropriately and not endanger the driver, vehicle, other passengers or members of the public.

We reserve the right to refuse or terminate a journey where passenger behaviour is abusive, threatening, dangerous, illegal or likely to cause damage.

Passengers are responsible for the reasonable cost of repairing damage or professionally cleaning a vehicle where damage or soiling caused by the passenger exceeds normal wear and tear.

21. Seasonal & Special-Date Pricing

Prices may vary for certain dates, times or periods of exceptionally high demand, including Christmas and New Year.

Any applicable fare will be shown or agreed before the booking is confirmed.

Once the journey has been booked and paid for, the confirmed fare applies to the journey booked unless the customer subsequently requests a change that genuinely alters the cost of the journey.

22. Circumstances Outside Our Control

Newcastle Airport Transfers cannot be held responsible for delays or disruption caused by circumstances outside our reasonable control where the law permits, including severe weather, major accidents, road closures, significant traffic disruption, airport disruption or other unforeseen events.

Where disruption occurs, we will make reasonable efforts to complete or rearrange the journey where possible.

Nothing in these Terms & Conditions is intended to exclude or limit any rights or liabilities that cannot lawfully be excluded or limited.

23. Your Responsibilities

By booking with Newcastle Airport Transfers, you agree to:

• Check your booking details are correct.

• Provide accurate passenger, luggage and flight information.

• Provide a working mobile telephone number.

• Make contact with your designated driver as requested before travel.

• Contact your driver when you land for an airport pickup.

• Keep your driver informed about delays or changes.

• Contact your driver again when your luggage is collected and you are genuinely ready for collection.

• Select a vehicle suitable for your passengers and luggage.

• Allow appropriate time for journeys to the airport.

• Follow reasonable pickup instructions and communicate any problems promptly.

24. Our Approach

Our service is built around pre-booking, fixed fares, designated drivers and direct communication.

Set Fares Not Surprises.

No Amendment Fees.

No Ticking Waiting Meter.

We will deal with genuine problems reasonably wherever we can.

In return, we ask customers to keep us and their designated driver informed when circumstances change.

Fairness works both ways.