Terms & Conditions

AIRPORT CITY TRANSFERS TERMS AND CONDITIONS Agency operating model effective from 2 January 2026 These Terms and Conditions apply to bookings arranged through Airport City Transfers. Airport City Transfers acts as a disclosed booking, administration and payment-collection agent for independent licensed drivers and transport providers. The passenger transport service is supplied by the independent transport provider identified for the booking. 1. GENERAL BOOKING TERMS 1.1 Booking Confirmation You will automatically receive an Airport City Transfers booking acknowledgement or confirmation for the journey you have booked and paid for. You are responsible for checking that all booking details are correct and for notifying Airport City Transfers promptly if any information is incorrect. 1.2 Driver / Transport Provider Details Once an independent driver or transport provider has accepted the journey, Airport City Transfers will provide the customer with the relevant driver or provider details and collection instructions. This communication identifies the independent transport provider who will supply the passenger transport service. 1.3 Missed Flights and Connections Airport City Transfers does not accept responsibility for missed flights, connections or appointments caused by circumstances outside its reasonable control, including: - traffic delays; - road closures; - accidents; - vehicle breakdowns; - severe weather; - flight disruption; or - other unforeseen circumstances. Passengers should allow adequate travelling and check-in time. 1.4 Airport Check-In Times Passengers are advised to arrange their journey so that they arrive at the airport at least two hours before their scheduled flight departure, or earlier where recommended by their airline or airport. Airport City Transfers accepts no responsibility for missed flights where insufficient travelling or check-in time has been allowed. 1.5 Travel Insurance Passengers are advised to have appropriate travel insurance before travelling. 1.6 Alternative Transport No reimbursement will normally be made where a passenger chooses not to wait for the assigned transport provider and independently arranges alternative transport before the applicable grace period has expired. 1.7 Vehicle Capacity Customers are responsible for selecting a vehicle suitable for the number of passengers and amount of luggage stated in the booking. If you are unsure which vehicle type is suitable, please contact Airport City Transfers before booking. 1.8 Luggage For passenger safety, insurance and licensing purposes, luggage must be capable of being carried safely within the vehicle. Luggage must not obstruct the driver, passengers or vehicle controls. If the transport provider reasonably considers that the passenger or luggage requirements exceed the safe or licensed capacity of the booked vehicle, the journey may not proceed. Airport City Transfers may attempt to arrange an additional or alternative vehicle, subject to availability and any additional cost. 1.9 Animals Transport providers may refuse to carry animals, other than recognised assistance animals, where carriage was not agreed in advance or where the animal cannot be safely transported. Animals accepted for travel must be appropriately secured where required. 1.10 Route The route taken during the journey is determined by the independent transport provider supplying the journey, taking account of: - traffic; - road conditions; - safety; - legal restrictions; and - reasonable passenger requests. 1.11 Airport Arrival Information For airport collections, customers must provide the correct local arrival date, flight number and arrival time. Airport City Transfers does not monitor outgoing flights unless specifically stated otherwise. 1.12 Delays and Changes Customers should notify Airport City Transfers as soon as reasonably possible of significant flight delays, cancellations or changes to their travel plans. 1.13 DISCLOSED AGENCY ARRANGEMENT 1.13.1 Role of Airport City Transfers Airport City Transfers acts as a disclosed booking, administration and payment-collection agent for independent licensed drivers and transport providers. 1.13.2 Supplier of the Transport Service Airport City Transfers does not itself supply the passenger transport journey. The passenger transport service is supplied directly to the customer by the independent driver or transport provider who accepts and performs the booking. 1.13.3 Identification of the Transport Provider The independent transport provider assigned to the booking will be identified to the customer when the booking is accepted and allocated. Airport City Transfers communicates the transport provider's acceptance and relevant booking information to the customer in its capacity as the provider's disclosed agent. 1.13.4 Passenger Transport Contract Once the independent transport provider has accepted the journey and that acceptance has been communicated to the customer, the contract for the passenger transport service is between: the customer; and the identified independent transport provider. Airport City Transfers is not the carrier and is not the principal supplier of the passenger journey. 1.13.5 Separate Services There are separate commercial relationships relating to each booking: a. Airport City Transfers provides booking, administration, customer-support and payment-collection services; and b. the independent transport provider supplies the passenger transport service. 1.13.6 Booking Administration and Licensing Where Airport City Transfers is required for regulatory, licensing or administrative purposes to accept, record or administer a private-hire booking, this does not by itself make Airport City Transfers the supplier of the passenger transport service. The transport service remains supplied by the independent transport provider accepting and performing the journey. 1.13A INDEPENDENT TRANSPORT PROVIDERS 1.13A.1 Independent Businesses Drivers and transport providers supplying journeys arranged through Airport City Transfers operate as independent businesses or self-employed transport providers. They are not employees of Airport City Transfers. 1.13A.2 Licensing and Insurance Each transport provider is responsible for maintaining all licences, permissions, vehicle licences, insurance and other authorisations legally required to provide the transport services they accept. 1.13A.3 Responsibility for the Journey The independent transport provider is responsible for: - operating the vehicle; - passenger safety during the transport service; - route selection; - compliance with road traffic law; - compliance with licensing requirements; - vehicle condition; and - performance of the passenger journey. 1.13A.4 Replacement Providers If an assigned transport provider is unable to perform a journey, Airport City Transfers may attempt to arrange another suitable independent transport provider. Where a replacement provider accepts the booking, the replacement provider will be identified to the customer and will become the supplier of the passenger transport service. 1.13B PAYMENT AND PAYMENT COLLECTION 1.13B.1 Collection as Agent Airport City Transfers is authorised to collect customer payments relating to passenger journeys on behalf of the relevant independent transport provider. 1.13B.2 Customer Payment Where the customer pays Airport City Transfers, that payment is collected and accounted for in connection with the relevant booking and the independent transport provider supplying the journey. 1.13B.3 Provider Entitlement The independent transport provider is entitled to the amount allocated to the transport service in accordance with the commercial arrangements applying to that booking. 1.13B.4 Airport City Transfers Remuneration Airport City Transfers is entitled to the separately agreed booking, administration, agency, commission or other charges arising under its agreement with the relevant transport provider. Where appropriate, Airport City Transfers may deduct its agreed remuneration from monies collected before settling the amount due to the transport provider. 1.13B.5 Payment Records Booking and settlement records may separately show: - the gross customer fare; - the transport provider's entitlement; - Airport City Transfers' company share, commission or agency charge; - additional charges or adjustments; and - the balance payable to the transport provider. 1.13B.6 Direct Driver Charges Where waiting time or another additional charge is stated to be payable directly to the driver, that amount is payable to the independent transport provider supplying the journey. 1.13C VAT AND TAX 1.13C.1 Separate Supplies The passenger transport service supplied by the independent transport provider and the booking, administration and agency services supplied by Airport City Transfers are separate supplies made by separate parties. 1.13C.2 Transport Provider Tax Responsibility Each independent transport provider is responsible for determining and complying with its own tax and VAT obligations in relation to the transport services it supplies. 1.13C.3 Airport City Transfers Tax Responsibility Airport City Transfers is responsible for determining and complying with the tax and VAT obligations applicable to its own booking, administration, agency and related services. 1.13C.4 VAT Status Nothing in these Terms represents that any particular driver or transport provider is VAT registered or that VAT is necessarily chargeable on any particular passenger fare. Where VAT is legally applicable, responsibility rests with the party making the relevant taxable supply. 1.14 Vehicle Substitution If the originally selected vehicle type becomes unavailable, Airport City Transfers may arrange for the independent transport provider to supply an equivalent or upgraded vehicle where reasonably practicable. 1.15 Christmas and New Year Pricing Bookings operating during designated Christmas and New Year periods may be subject to increased or double fares. Any applicable seasonal pricing will be displayed or communicated at the time of booking. 1.16 Unable to Arrange a Transport Provider If Airport City Transfers is unable to arrange a suitable independent transport provider to fulfil the booking, the customer will be notified as soon as reasonably possible. Any amount collected in respect of a booking that cannot be fulfilled will be refunded where applicable. Card refunds may take several business days to appear, depending on the customer's bank or payment provider. Airport City Transfers is not responsible for consequential costs incurred in arranging alternative transport except where liability cannot legally be excluded. 2. WAITING TIME 2.1 Airport Collections For journeys collecting from an airport, the assigned transport provider will ordinarily allow up to one hour from the recorded flight landing time for the passenger to meet the driver. After this period, additional waiting time may be charged at the applicable rate. Where the waiting-time charge is payable directly to the driver, it is payable to the independent transport provider supplying the journey. 2.2 Early Passengers No compensation will be payable where a customer is ready earlier than the agreed collection time and waits until the scheduled collection time for the driver to arrive. 2.3 Standard Airport Collection Airport City Transfers will assume the customer requires the standard airport collection procedure unless otherwise agreed in writing before the journey. 2.4 Other Journeys For non-airport journeys, waiting time may be charged after five minutes from the scheduled collection time or during additional requested stops. Where payable directly to the driver, such waiting-time charges are payable to the transport provider. 3. GRACE PERIOD 3.1 General Independent transport providers may occasionally be delayed because of traffic, weather, previous journeys or other circumstances outside reasonable control. The following grace periods therefore apply. 3.2 Airport Collections For airport collections, a grace period of up to one hour may apply where the assigned transport provider is delayed. If the driver has not arrived after the applicable grace period, the customer should contact Airport City Transfers before arranging alternative transport. 3.3 Non-Airport Collections For journeys not collecting from an airport, a fifteen-minute grace period may apply. If the assigned transport provider has not arrived after the applicable grace period, the customer should contact Airport City Transfers. 4. NO SHOWS 4.1 Passenger No Show A booking may be marked as a no-show where the passenger fails to attend the agreed collection point. The transport provider will ordinarily wait fifteen minutes after the scheduled collection time unless different airport or booking-specific arrangements apply. Reasonable attempts may be made to contact the customer. If the customer asks the transport provider to wait beyond the included waiting period, additional waiting-time charges may apply. 5. TOLLS AND PARKING 5.1 Tolls and parking charges included in the quoted booking price will be included in the amount displayed at the time of booking. Exceptional or additional charges not included in the original booking may be payable where reasonably incurred or agreed. 6. AMENDMENTS 6.1 Booking amendments must be requested through Airport City Transfers by telephone or email. Customers should not rely on amendments agreed only with the driver. Airport City Transfers will communicate accepted amendments to the relevant transport provider. Requests made within two hours of the scheduled collection time may not be capable of being accommodated. 7. RE-BOOKING 7.1 Bookings should be made through Airport City Transfers' authorised booking channels, including: - the Airport City Transfers website; - telephone; or - authorised email channels. This allows the booking to be properly recorded, allocated to an independent transport provider and supported by appropriate booking documentation. 8. CANCELLATION AND REFUND POLICY Cancellations 8.1 Airport City Transfers will normally accept cancellations where at least 24 hours' notice is provided. No administration or transaction charge will normally be applied to a qualifying cancellation unless otherwise clearly stated at the time of booking. Cancellation requests should be submitted by email or another authorised contact method. 8.2 A cancellation is not confirmed until Airport City Transfers has issued confirmation. If confirmation is not received, the customer should contact Airport City Transfers. Refunds Refunds will normally not be issued in the following circumstances: 8.5 The passenger does not attend the booking or the transport provider is unable to wait beyond the applicable waiting period. 8.6 The booking is cancelled with less than 24 hours' notice. Where agreed, Airport City Transfers may permit the booking value to be held as account credit for up to 365 days. 8.7 A booking amendment is requested within two hours of the scheduled collection time and cannot reasonably be accommodated, particularly where the transport provider has already commenced travelling towards the pickup point. 8.8 The customer chooses alternative transport before the applicable grace period has expired without first contacting Airport City Transfers. 8.9 Passenger or luggage requirements exceed the safe or licensed carrying capacity of the booked vehicle. 8.10 The transport provider reasonably refuses to commence or continue the journey because legitimately due waiting-time charges have not been paid. 8.11 The transport provider reasonably refuses carriage because a passenger is intoxicated through alcohol or drugs to an extent that creates a safety or conduct concern. 8.12 The transport provider reasonably refuses carriage because a passenger is threatening, abusive or violent. Abusive or violent conduct towards drivers, transport providers or Airport City Transfers staff may be reported to the police. 8.13 Other refund requests should be submitted to Airport City Transfers customer services and will be considered according to the circumstances of the booking and applicable law. 9. COMPLAINTS 9.1 Complaints relating to a booking should be submitted in writing to Airport City Transfers, preferably by replying to the booking confirmation. Complaints should normally be raised within 30 days of the event giving rise to the complaint. Where a complaint concerns the actual passenger transport service, Airport City Transfers may: - refer the complaint to the independent transport provider who supplied the journey; - obtain information from that provider; and - assist communications between the customer and provider. This complaints-handling assistance does not change the identity of the independent transport provider as supplier of the passenger transport service. 9.2 Telephone calls may be recorded for quality, training, security and dispute-resolution purposes. 10. LIMITATION OF LIABILITY 10.1 Airport City Transfers is responsible for the reasonable performance of its own booking, administration, customer-support and payment-collection services. The independent transport provider is responsible for the provision and performance of the passenger transport service. 10.2 To the fullest extent permitted by law, Airport City Transfers will not be responsible for indirect or consequential losses arising from circumstances outside the scope of its own agency services, including: - missed flights; - missed connections; - loss of earnings; - accommodation costs; - additional transport costs; or - losses arising from circumstances outside reasonable control. 10.3 Nothing in these Terms excludes or limits liability where liability cannot lawfully be excluded or limited, including liability for: - death or personal injury caused by negligence; - fraud; - fraudulent misrepresentation; or - statutory consumer rights which cannot legally be excluded. 11. GOVERNING LAW 11.1 These Terms and Conditions are governed by the laws of Scotland. Nothing in these Terms affects any mandatory rights a consumer may have under applicable law. CONTACT DETAILS Airport City Transfers 48 West George Street Glasgow G2 1BP Telephone: 0141 459 1615 Email: [email protected] Website: www.airportcitytransfers.co.uk Operating model: Airport City Transfers acts as a disclosed booking, administration and payment-collection agent. Passenger transport services are supplied by independent drivers and transport providers identified for the relevant booking.