Terms of Use and General Terms of Service

• You will receive a THE AIRPORT EXPRESS "Journey Acknowledgement" email for the journey(s) you have paid for. You are responsible for checking that the details received are correct.
• You will receive a "Journey Details"email when the journey has been assigned to a driver. This will contain the pickup instructions and the driver's telephone number. THE AIRPORT EXPRESS will not refund you if you forget to bring this with you.
• THE AIRPORT EXPRESS does not accept any responsibility for missed flights due to traffic delays, accidents, breakdowns, severe weather conditions, or any unforeseen circumstances.
• Passengers are advised to arrive at the airport 2 hours prior to flight departure to allow for delays. THE AIRPORT EXPRESS will not take responsibility if this time allowance is not followed.
• You may arrange an airport arrival time of less than 2 hours before departure, however THE AIRPORT EXPRESS accepts no responsibility for missed flights in such cases.
• All passengers are advised to have adequate travel insurance before booking.
• THE AIRPORT EXPRESS is not responsible if passenger or luggage requirements exceed the capacity of the booked vehicle.
• Cab licensing regulations require luggage to be securely fastened in the vehicle boot. Please consider this when choosing a vehicle.
• THE AIRPORT EXPRESS reserves the right to refuse carriage of animals not agreed at booking. Animals must be secured in a suitable crate.
• The exact route of your journey is determined by the driver. Alternate routes may be requested but are subject to driver approval.
• Please provide your arrival time and day into the UK, not your departure information.

If your flight has serious delays, please inform us as soon as possible.

• THE AIRPORT EXPRESS reserves the right to provide an upgraded vehicle if your chosen vehicle is unavailable.
• Neither THE AIRPORT EXPRESS nor PHO is responsible for any loss or damage to goods during the trip. It is your responsibility to insure such goods.
• Important Notes
• Vehicles shown online are indicative and may differ in model, brand, or configuration.
• You are responsible for checking the scheduled pickup time and ensuring timely arrival at the departure point.
• If road closures or unexpected conditions occur, an alternative route may be taken at your request. Any additional costs will be your responsibility.
• All transfer services are covered under the carrier's public liability insurance according to applicable laws.
• SMS notifications are optional and paid services. Email confirmations remain the official service information.
• All time data on our website uses Central European Time (CET) in 24-hour format.
• All textual and visual content on our website is for illustrative purposes only.
• While we are not liable for forgotten items in vehicles, we will attempt to help locate and return them when possible.
• Equipment & Extras

Customers may choose from a variety of optional services during the booking process. These extras are subject to availability, linked to the specific service booked, and clearly displayed in the booking form. Only customers who select particular extras are entitled to receive them. It is the responsibility of the customer to select and confirm these services correctly, as they may affect vehicle allocation, logistics, and pricing.
Child Seats Child safety seats — infant, child, or booster — are available upon request. We make every effort to provide age-appropriate child restraint systems based on the information provided by the customer at the time of booking. However, Connecto cannot guarantee that the provided seat will meet all specific legal or individual standards. Customers who have medical, legal, or specific comfort requirements are advised to bring their own child safety seat. Connecto disclaims all liability related to the suitability of child car seats provided.

Equipment Items such as skis, snowboards, folding bicycles, or wheelchairs must be marked in the "Extras" section of the booking form. Proper vehicle assignment depends on this declaration.

Email: support@theairportexpress.com

CANCELLATION & REFUNDS :

CANCELLATION

• we understand that sometimes things come up that can change your travel plans. That's why we give you the option of canceling your transfer services. With us, you can cancel your transfer services up to 24 hours before your scheduled service for a full refund
• In the event that the Customer requests the cancellation of the Booking within 24 (twenty-four) hours prior to the date and time scheduled for the start of the transport service, the same will not be entitled to any refund.
• Only the Client may request the cancellation of the Booking, as the Passengers and/or third parties, even if authorised by the Client, have no right and/or right to do so.
• In the event that THE AIRPORT EXPRESS cancels the scheduled service, the customer will receive a 100% refund of all paid amounts, including any additional extras
• Note: Upon first entry inside the 24 hour timeframe prior to the pick up time, the option to cancel your reservation and receive a refund is permanently revoked and cannot be reversed; therefore, any successful attempt to reschedule the pickup within this 24-hour window will not restore the ability to cancel an amended booking, even if the new date/time is beyond the 24 hours prior to the rescheduled pickup.

REFUNDS

• Notwithstanding the foregoing, in the event that the Customer/Passenger does not show up at the place and time scheduled for the start of the transport service, he/she will not be entitled to any refund, even if the no-show is due to causes not attributable to the same (think, for example, of any flight and/or rail delays. In this case, the Customer is invited to request reimbursement from the airline and/or railway company responsible for such disservice).
• No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport.
• If you do not contact us and instead arrange other transport without informing us, the service will be considered delivered. We will be released from all contractual, financial, and legal obligations, including any refund claims.
• You must be available for contact in the immediate time of transfer. In case your assigned driver is unable to find you on location our Agents will attempt to contact you via contact information provided by you during the booking process
• If your booking is classified as a no-show, for return transfers, and no confirmation is received from you at least 24 hours before the return pick-up time, the return leg will also be declared a no-show, without any right to a refund.
• Furthermore, no refund will be due to the Client in the event that, in the face of the request for any surcharge, determined by proven unforeseeable reasons, the latter refuses to pay such surcharge.

Changes & Modifications

• The Client may request the modification of the Booking, without prior notice and without penalty, before 24 (twenty-four) hours prior to the date and time scheduled for the start of the transport service. It is understood that the Customer agrees to pay any additional fees due as a result of and depending on the modification request made (vehicle upgrade, night rate surcharge, etc.).
• The Client may also request the modification of the Booking within 24 (twenty-four) hours prior to the date and time scheduled for the start of the transport service. In this case, the Client acknowledges that the Carrier may charge a surcharge for the transport service to be carried out for the change request. In addition, it is understood that the Customer agrees to pay any additional fees due as a result of and depending on the modification request made (vehicle upgrade, night rate surcharge, etc.). The Client also accepts that, in the event of unavailability of the vehicle indicated at the time of Booking, the transport service may be carried out on a different vehicle, even of a lower type and/or category, and expressly waives any refund deriving from such change of the vehicle.
• Finally, it is understood that, in the event that there are no Carriers available to carry out the transport service as requested by the Customer following the request for modification, the Booking will not be modified and the Customer will not have any right to reimbursement with respect to the amount already paid at the time of Booking.

Disputes

1. If You have any complaint in respect of the service provided by PHO, You agree to first contact PHO directly (by phone or email) to resolve this with them within 24 hours of the Agreed Time.
2. If you are subsequently unable to resolve your complaint with PHO, you agree to notify THE AIRPORT EXPRESS thereof via the form on the Contact Us page or by email to info@theairportexpress.com within 72 hours of the Agreed Time. In the event that You fail to do so, any claim You might otherwise have shall be invalidated.
3. If THE AIRPORT EXPRESS is then unable to resolve any claim You may have in respect of the service provided by PHO to the mutual satisfaction of You and PHO, THE AIRPORT EXPRESS shall be entitled to submit such claim to the determination of an independent third party selected by THE AIRPORT EXPRESS and You agree to be bound by the decision of such third party.
4. Should You have a dispute with the PHO, THE AIRPORT EXPRESS is not liable for any claims, demands and damages (actual and consequential) of any kind and nature arising out of or in any way connected with such disputes.