The customer is the person who accepts any offer of service.
The passenger is the traveler or the lead person in a group booking.
The service refers to the agreed transportation service.
Bookings are made by calling the office numbers for confirmation.
Booking confirmation is sent via email or as a paper copy.
The booking is a customer’s request for transportation.
Applies to local transfers, airport transfers, and executive transfers.
Staff are trained to interpret company policies for customers.
Drivers receive manuals referencing terms and conditions.
Senior management handles interpretations related to:
Force majeure.
Consequential losses.
Pricing structure
Price Matrix Usage:
Prices are determined strictly based on predefined price matrices.
Master copies of these matrices are securely held at the service provider’s operational headquarters.
Prices are available upon request.
Price Updates:
Prices are subject to change without notice unless a pricing structure has been agreed upon with account customers.
Agreed prices with account customers are only altered through mutual negotiation.
Changes to Booked Services:
Any alterations to the original booking may lead to a price change.
Price adjustments reflect additional costs incurred by the service provider.
Long-Distance Travel Pricing:
For destinations outside the service provider’s operational area, customers must contact the provider for a quotation and estimate.
Initial pricing will be communicated as an estimate and not as a fixed price.
Fixed pricing is only confirmed in writing upon booking confirmation.
Estimated Pricing Amendments:
Estimates provided via contact channels are subject to change.
Staff do not consider estimates as fixed quotations.
Prices are only finalized upon written confirmation of the booking.
Special Rates for Holidays:
Special rates apply on public and bank holidays.
Customers must contact the service provider for applicable rates at the time of booking.
Holiday rates are subject to change.
Special Price Promotions:
Terms and conditions for promotions are announced via company email.
Appendix terms supplement the existing terms and conditions.
In case of contradictions, management reserves the right to decide precedence.
Customers are responsible for requesting clarity on precedence before booking or travel.
Booking methods and confirmation of booking
All airport transfer requests must be made by telephone and email.
Customers must provide all required information at the time of booking.
Special requirements should be discussed and agreed upon during booking.
Telephone bookings will be repeated back for confirmation; customers must listen carefully and report inaccuracies.
Customers must confirm the day and time of the plane’s landing at a UK airport.
Booking confirmation is sent via email, and customers must contact the company if not received within 24 hours.
A hard copy confirmation can be requested at the time of booking.
Customers must check booking confirmation details and report errors; the service provider is not responsible for unchecked errors.
The service provider is not responsible for inaccuracies in information provided by the customer.
Telephonic conversations on booking lines are recorded and may be used in dispute resolution.
The service provider can cancel booking requests before confirmation.
Confirmation of a booking implies the customer’s acceptance of the terms and conditions.
Booking fees and methods of payment
Payments can be made using all major credit and debit cards.
Credit card transactions incur a 5% additional fee on the agreed price.
Payments by cheque are accepted if cleared into the service provider’s account before the travel date.
Corporate account holders can access invoiced account facilities.
Standard payment terms for corporate account customers are 30 days net monthly unless otherwise negotiated and approved.
Cancellations, amendments postponements and pre-paid work
A journey is defined as a single trip to or from a destination.
Cancellations can be made via email or telephone, with the time and date recorded for applying cancellation charges if applicable.
Customers can amend booking details, but changes may alter the agreed cost, which will be communicated by the service provider before finalization.
If the service provider cannot accommodate the requested changes, the service may be canceled.
Excessive or unreasonable booking amendments may result in administration fees, though the service provider commits to being reasonable.
Waiting time and a no show
Waiting time is charged at £0.33 per minute (£20.00 per hour) for a car.
The same rate applies to vehicles licensed for more than four passengers.
Waiting time for airport collections starts 60 minutes after the plane lands for hold luggage customers and 30 minutes after for hand luggage customers.
The service provider will make every effort to locate the customer during the waiting period, encouraging communication between the driver and passenger.
Drivers are authorized to leave the airport after reasonable efforts to locate the customer, and cancellation charges may apply.
Customers unable to find the driver must contact the service provider by telephone to resolve the issue.
The service provider is not responsible for costs incurred if the customer fails to follow the contact procedure.
Additional costs incurred by the customer without authorization will be their responsibility.
During the journey
The service provider reserves the right to refuse transport to individuals under the influence of alcohol or drugs or whose behavior poses a safety risk to others or the vehicle.
Drivers may also refuse passengers whose actions could cause damage to the vehicle.
The lead customer on the booking form is responsible for the behavior of all passengers in the vehicle.
If a passenger soils the vehicle, the customer will be invoiced up to £75.00 for cleaning costs and may also be liable for any loss of earnings incurred by the driver during the downtime.
Drivers are encouraged to be reasonable when determining soiling charges.
Eating and drinking are not permitted in the vehicle.
Smoking is strictly prohibited in licensed vehicles for both drivers and passengers, as per legal requirements.
Drivers will not carry more passengers than the legal capacity stated on the vehicle’s license plate and will refuse any such requests.
Force majeure
Neither party shall be deemed in breach of the contract or liable for delay or failure to perform obligations if caused by force majeure.
If a party is affected by force majeure, neither party is entitled to payment for costs or expenses incurred.
The service provider will make every effort to minimize inconvenience, but circumstances beyond control may prevent service execution.
Examples of force majeure (not an exhaustive list):
Motor accidents causing traffic delays
Restricted vehicular access and road works
Exceptional or severe weather conditions
Compliance with legal requests
Ash clouds or other natural occurrences
Industrial action
Vandalism or terrorism
Delays caused by other customers
Extraordinary changes to flight status
The service provider will use reasonable means to ensure timely vehicle arrival but holds no liability for delays due to causes beyond its control.
Disputes
These terms and conditions shall be construed in accordance with English law.
The customer and the service provider agree to submit to the exclusive jurisdiction of the English courts for any dispute or claim arising from this agreement.
No condition in this agreement affects the statutory rights of the customer or the service provider.
The service provider has an in-house complaints procedure, which both parties should exhaust to reach a satisfactory resolution in case of a dispute.
Conveyance of children
These terms and conditions shall be construed in accordance with English law.
The customer and the service provider agree to submit to the exclusive jurisdiction of the English courts for any dispute or claim arising from this agreement.
No condition in this agreement affects the statutory rights of the customer or the service provider.
The service provider has an in-house complaints procedure, which both parties should exhaust to reach a satisfactory resolution in case of a dispute.
Lost property
Any property found in a vehicle will be passed to the service provider’s office, and they will attempt to contact the customer.
If a customer claims to have left property in a vehicle but the service provider is unable to locate it, the service provider accepts no responsibility for the missing property or its replacement.
Miscellaneous
The company does not subcontract work to other service providers or third parties.
The service provider may change or amend these terms and conditions at any time.
Customers should review the terms and conditions regularly to stay informed of any changes.
All existing bookings will remain at the rate applicable at the time of booking.
The service provider will store, process, and use personal information in accordance with the Data Protection Act 2018.
Responsibilities and liabilities (applicable to all divisions of AYT services ltd
The service provider’s contract of conveyance begins when passengers enter the vehicle and all doors are closed.
The contract of conveyance ends when all passengers have vacated and moved away from the vehicle.
Passengers are covered by the vehicle’s motor insurance while the contract of conveyance is valid.
Passengers requesting assistance from the driver to enter or exit the vehicle do so at their own risk, as private hire drivers do not carry public liability insurance.
Passengers must ensure that the driver’s actions do not put them at risk of injury beyond the service provider’s responsibility of conveyance.
The service provider is not responsible for damage to personal property during loading, unloading, or transport.
Passengers must ensure their belongings are packed and stored securely to prevent damage.
Passengers should refuse driver assistance if they believe it poses a risk to themselves or their property.
If a passenger accepts assistance, the driver is not liable for personal injury or property damage.
The service provider complies with the Data Protection Act 2018.
In case of a dispute, customers, passengers, or third parties must obtain driver contact details directly; the service provider will only provide vehicle details if related to an insurance claim.
The service provider does not assist with driver identification after the contract of conveyance has ended.
Drivers are not permitted to enter a customer’s personal dwelling but can assist with luggage and shopping up to the front or back door.
Terms and conditions are published online or available in hard copy upon request.
The service provider is not responsible for financial loss, missed connections, or delays due to unforeseen circumstances such as adverse weather, traffic, accidents, or incorrect booking information.
Smoking, drinking, or eating is not permitted in vehicles.
Some journeys may require a deposit or upfront payment; if unsuccessful, the journey may be canceled.
Drivers have the right to refuse service if passengers exhibit abusive or unacceptable behavior.
Passengers may be charged for any damage or soiling of the vehicle.
Additional pickups, drop-offs, toll charges, and congestion charges are billed separately unless stated otherwise.
The service provider reserves the right to cancel any booking at any time.
The service provider is not responsible for lateness or missed appointments, flights, or connections due to traffic, weather, breakdowns, or other unforeseen circumstances.
Waiting time is charged at £20 per hour in 15-minute increments if passengers request extra waiting time.
Passengers must ensure they have collected all personal belongings; additional trips to return lost items will be charged at full fare.
Journeys are pre-mapped; passengers preferring a specific route should inform the driver before departure.
Additional charges apply for parking, waiting, and services on Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve, and New Year’s Day.
