FAQ's

• Book with us easily using our transfer booking form on our website here.
• You will be guided through every step of our simple booking process.
• Once you've completed your booking, the details are sent electronically to our transport provider.
• The transport provider then makes the appropriate arrangements based on the information you provided during your booking.
• You will receive a confirmation e-mail and voucher summarising your trip.
• To book a return trip just select ‘return trip’ when making your selection.

• Once your transfer has been successfully booked, you will receive a confirmation email containing a link to your transfer voucher. Please note this can take up to 24 hours.  The status of your booking can also be viewed via the Manage Booking section of our website.
• For a successful booking, all passengers must provide a valid email address, mobile phone number and correct flight details.

• The price of a single trip includes a one-way journey for the route booked.
• A return trip includes both the arrival and departure journeys for the route booked.
• Our shared shuttle services are priced per passenger, whereas private transfers such as taxis and minibuses, are priced per vehicle.
• The price includes all taxes, tolls and gratuities.

• Once your booking is confirmed, it is not possible to amend your booking. To change your booking, you will need to cancel your original booking and then make a new booking directly on our website for your new travel requirements. This can only be done via the Manage Booking section of our website.
• Please note that bookings can only be cancelled or changed up to 24 hour before to your scheduled pick up time.
• You will be responsible for any increase in price if the new journey involves further distance or time, a different vehicle type, resort, number of passengers etc.

• Instructions on where to find your transport / driver and their telephone number will be detailed on your transfer voucher, these will also be displayed in the Manage Booking section of our Customer Portal.
• If you do not see your driver or you experience unexpected delay, please IMMEDIATELY call the number on your transfer voucher, this will connect you with your transport provider. It is important that you call the number on your transfer voucher to ensure the transport provider is able to assist you.

• Infants (0-2yrs) and children (3-11yrs) must be specified at time of booking to ensure the appropriate vehicle is provided.
• Laws regarding the use of child seats vary from country to country. However, all transport providers will comply with the latest legislation. If you are booking a private transfer, we do recommend booster or child seats for those under the age of 12, or up to 135cm, for safety purposes.
• If you are travelling with infants and children please either contact the local transport provider on the number provided on your transfer voucher to request a child seat if required. Child Seats are deemed optional extras and will be chargeable. If the local transport provider is unable to provide the required child seat then you will need to bring your own.

• You can only travel with up to the amount of people specified for your transfer in the booking. The max passengers is clearly outlined at time of booking. There will be no exceptions to this and if you arrive with more passages our driver will have the right to refuse transport. The following is guidelines only. Visit the Manage Booking section of our Customer Portal for further details on the transfer you have booked.
• Private Transfer – Up to four passengers. Book one of our private transfers (taxi/minibus) and avoid waiting in public airport taxi queues.
• Private minibus - For a group of five or more who want to travel together. Pre-Book one of our larger vehicles for your party rather than waiting for several taxis.

• Cancelations can only be processed online via the Manage Booking section of our Customer Portal. Delays in cancelations due to customers not cancelling directly on our Customer Portal will also result in no refund if the delay pushes the cancelation outside of the free cancelation policy window.
• Please also refer to our cancelation policy, this can found in our FAQs, your transfer voucher and in the Manage Booking section of our Customer Portal.

• If you cancel at least 24 hours prior to your pick up, you will be refunded in full.
• If you cancel less than 24 hours before your pick up time, no refund will be made.
• If your booking is made less than 24 hours before your pick up time, the cancellation policy will automatically apply to your booking and your booking will be non-refundable.
• Changing your booking or cancelling optional extras is not be possible less than 24 hours before your scheduled pick up time.
• Cancelations can only be done via the Manage Booking section of our Customer Portal and not with the transport provider directly.

• Our transport provider will be tracking the flight information, please make sure that you provide the correct flight number to your booking. If you know you will be delayed please contact the local transport provider using the number provided on your transfer voucher to ensure they can adjust your pick up time accordingly. 
You can view your transfer voucher via the Manage Booking section of our Customer Portal. 
If you are severely delayed you may need to make alternative arrangements. We will not be held liable for any costs incurred as a result of flight delays and we would advise you to contact your travel insurance provider for further information on reimbursement.

• If your flight is cancelled and you are unable to use your transfer please contact the local transport provider directly to inform them of the new arrival time to see if they can extend the wait time for you, you may need to pay additional fees for this. If you are not traveling until a later date you will be required to book a new transfer for your new arrival time. We will not be held liable for any costs incurred as a result of flight cancelations and would advise you to contact your travel insurance provider for further information on reimbursement. Cancelling your transfer can only be done via the  Manage Booking section of our Customer Portal.

• Please follow the meet & greet information on your transfer voucher, this is also displayed via the Manage Booking section of our Customer Portal. If you can’t find your driver then please contact the telephone number on your voucher for assistance, this will connect you to the local transport provider. It is important that you call this number as the transport provider will be able to call the driver directly.

• We will take full payment of your transfer at time of booking. You can print a copy of your payment receipt directly via the Manage Booking section of our Customer Portal.

• The transport provider will use the flight number to track the flight information and review any flight delays. It is extremely important to provide the correct flight number to the booking. Failure to provide the correct flight number may result in you missing your transfer as a result of a delayed flight. No refunds can be given in this case. If you need to provide a flight number please call the number displayed on your transfer voucher, you can view and print your transfer voucher via the Manage Booking section of our Customer Portal.

• If you have just made your booking, please allow up to 24 hours to receive your transfer voucher via e-mail. Your voucher will only be issued once your booking is confirmed by our local transport provider. You can view the status of your booking and print your transfer voucher via the Manage Booking section of our Customer Portal. Please also ensure you check your e-mail spam folders if you haven’t received our confirmation email.

• A digital version of your transfer voucher is normally fine, however, we recommend you print a copy of your voucher just in case. If you have a return voucher please print two copies, one for each journey. You can print your transfer voucher directly via the Manage Booking section of our Customer Portal.

• If you need to amend your pick up time by less than 2 hours, please call the transport provider on the number provided on your voucher to request the change. This might not always be possible though and you may need to cancel your original booking and rebook via our Customer Portal. To do this please visit the Manage Booking section of our Customer Portal. No changes can be made within 24 hours of your scheduled pick up time.

• Unfortunately, we are unable to change any details of your trip once your voucher is confirmed. To change your booking, please visit the Manage Booking section of our Customer Portal where you will need to cancel your original booking and make a new booking. Additional fees may apply.

• Please contact the transport provider using the number on your transfer ticket for clarification. If you are unable to solve your query directly with them you can raise a case with us via the Customer Support section of our Customer Portal. Before raising your case please ensure you send us all the relevant information regarding the additional charges. We will require all receipts and / or a copy of your bank statement outlining the charges before we can begin investigating on your behalf.

• Luggage capacity will vary depending on the vehicle you selected. The maximum luggage capacity is displayed at time of booking. It is important that you do not exceed the capacity of luggage specified in the booking.
• If you are travelling with excess luggage, such as large suitcases, golf clubs, wheelchairs, skis, pushchairs, etc., it is imperative that you call the local transport provider to make them aware at the time of booking, as extra charges may apply.
• Failure to advise of excess luggage may result in extra transport being required to accommodate the excess baggage, which will incur additional local charges.
• If you need to clarify further please call the local transport provider using the number on your voucher to ensure no complications happen on your arrival.

• The price includes all taxes, tolls and gratuities.

• Cancellations can only be done via the Manage Booking section of our Customer Portal. Unfortunately, we are unable to cancel a return trip if you have already used the first part of your transfer. We are also unable to refund for any unused transfers. Please also refer to our cancelation policy for further details.

• Insurance coverage varies per supplier and geographical location. However, be assured that you will be covered for at least the minimum local legislation requirements. For further information, please contact the transport company directly on the telephone number provided on your voucher.

• We are unable to amend your booking however upgrading is easy to do. Please visit the Manage Booking section of our Customer Portal where you can cancel your booking and make a new booking for your new transfer request. Changes can only be made up to 24 hours before your scheduled pick up time. Any cancellations made within 24 hours of your scheduled pick up time will result in the full cost of the original booking being retained.

• You can print your transfer voucher via the Manage Booking section of our Customer Portal.

• If you have created a duplicate booking by mistake, simply go to the Manage Booking section of our Customer Portal where you can cancel the duplicate booking. Bookings can only be cancelled on our portal at least 24 hour before the scheduled pick up time.

• Please contact the transport provider via the number on your transfer voucher if you would like to provide or change your flight number. It is important that you provide the correct flight number to ensure our transport partners can monitor any flight delays. Failure to provide a correct flight number may result in our transport provider leaving without you if they are unable to track your delayed flight. You can view and print your transfer voucher via the Manage Booking section of our Customer Portal.

• Please contact the transport provider using the number on your transfer voucher if you would like to provide or change your train number. It is important that you provide the correct train number to ensure our transport provider can monitor any train delays. Failure to provide a correct train number may result in our transport provider leaving without you if they are unable to track your delayed train.

• Please contact the transport provider using the number on your transfer voucher for assistance.

• If your payment has been declined please contact your bank to discuss or try using a different card. We accept VISA, MasterCard and most debit cards. You may also be able to add any outstanding balance of your transfer via the Manage Booking section of our Customer Portal.

• If you leave property in your transfer vehicle, please call the local transport provider directly on the phone number provided on your voucher. Unfortunately, we can’t be held responsible for any items left behind or for costs incurred as a result of lost property not returned.

• If you are unable to resolve your query directly with the transport provider please raise a case via the Customer Support section of our Customer Portal. Please note that cases can ONLY be created via our Customer Portal. We can only accept cases that are submitted within 30 days of your return date. Please also see our terms and conditions which detail our complaints procedure in more detail.

• Refund claims must be made via the Customer Support section of our Customer Portal. All refund requests must be submitted within 30 days of your return date. Please provide as much detail as possible and provide any relevant documentation to ensure we can assess your refund request quickly.

• If your driver doesn’t turn up it is important that you call the number on your transfer voucher to speak with the local transport provider directly. If you have to take alternative transport due to the transport provider not turning up at the agreed time and would like to claim for a refund please submit a case via the Customer Support section of our Customer Portal. All refund requests must be submitted to us within 30 days of your transfer return date (or drop off if a single journey only was purchased). Please note, no refunds can be considered if incorrect information was provided at time of booking. A valid receipt for additional costs incurred must be provided before a refund of any additional costs can be considered.

• Unfortunately we are unable to provide any refund for missed flights. We would recommend that you contact your travel insurance provider for assistance or details on possible reimbursement. If you require a new transfer booking, please create a new booking on our website.

• We will work on resolving your complaint as quickly as possible however this may at times take up to 20 working days. There is no need to contact us during this time and we will update you throughout our investigation. If you need to provide us with additional information please do this via the Customer Support section of our Customer Portal.

• Please contact the transport provider using the number on your transfer ticket for clarification. If you are unable to solve your query directly with them you can raise a case with us via the Customer Support section of our Customer Portal. Before raising your case please ensure you send us all the relevant information regarding the additional charges. We will require all receipts and / or a copy of your bank statement outlining the charges before we can begin investigating on your behalf.

• Your contract for your transfer is with our transport provider and as they are the party who provide the service, VAT invoices can only be obtained directly from them. Please call the number on your transfer voucher to speak directly with the transport provider to request a VAT invoice. You can view your transfer voucher and obtain the transport providers telephone number by visiting the Manage Booking section of our Customer Portal.

• We will automatically send you a payment receipt via email 3 hours after your transfer. You can also get a copy immediately after your booking is confirmed via the Manage Booking section of our Customer Portal.
• Please note a payment receipt is not a VAT invoice.

Click here to ask our customer support team a question. If your query is in relation to an existing booking with us, please enter your booking reference in the subject line. The more detail you provide regarding your query, the quicker we can help you.

Yes. Rail transfer tickets are valid for three months. If your flight is delayed or you need to change your date of travel, you can still use your ticket.

??�	Single tickets are valid for three months from date shown on ticket
??�	Return tickets are valid for three months from date shown on ticket. Once outbound journey is made, return is valid for one calendar month.

• Children under the age of 15 travel for free. Proof of age may be required.

•	Your booking reference will be on your booking voucher.

•	Yes, Heathrow Express e-tickets are fully transferrable.

•	If it still hasn’t arrived after 1 hour, and isn’t in your junk mail folder, please contact us via the customer portal HERE.

•	Yes. If you buy a ticket for the ‘wrong’ direction by mistake, it will still be valid for travel.

•	Because train travel in the UK is exempt from VAT, we do not issue VAT receipts for Heathrow Express tickets.

•	The journey to or from Heathrow Central (Terminals 1, 2 and 3) takes about 15 minutes
•	For Terminal 5, add six minutes. 
•	For Terminal 4 connections, please see the Heathrow Express timetable HERE

•	At Heathrow Airport
    The lost property service is operated by Bagport:
    Tel: 0844 824 3115
    Email: lhr.lostproperty@bagport.com
    Website: www.missingx.com


•	At Paddington Station
    Left Baggage Office
    Platform 12
    Paddington Station
    Praed Street, London W2 1HS
    Tel: +44 (0) 207 262 0344
    Fax: +44 (0) 208 324 2073
    Opening Hours: Monday to Sunday 07:00 to 23:00