Why am I unable to enter an address in a pick-up/drop-off box?

Make sure to choose the city/town or the airport while choosing the route on our main page. During the booking process, you will be asked to enter your full pick-up/drop-off address.

How will I know my booking is successful and confirmed?

After we receive your booking, the confirmation will be issued shortly. For some services processing can take up to 12 hours (average time: 2hours).

Can I book a Child or Baby car seat?

Yes, you can Book a Child or a Baby Seat please make note of the request in the ‘comments” section. Please ensure you have checked out local laws for child restraint seats and are following or contact us via live chat before making any booking.

* Receiving Chauffeur Contact Information

When you book a TTHE AIRPORT EXPRESS service, you will receive the chauffeur’s name and contact information 6 hours before your pickup time. The chauffeur’s information will be sent to the email provided in the booking process and push notifications.

How do I find out the max luggage capacity of vehicle classes during the booking process?

When you're looking to book a vehicle on our website, you can easily find out what the maximum luggage capacity for each vehicle class is. You'll also be able to view the amount of people each vehicle class is able to carry.

• On THE AIRPORT EXPRESS, you have a variety of different vehicle classes for different kinds of occasions. Each class carries a different amount of luggage and passengers. Please note that safety is our highest priority, and chauffeurs may refuse service of they think there are too many people or luggage to make it safe.
• You can see the maximum luggage capacity of each vehicle class during the booking process, next to the bag symbol. You will also see the amount of people that each vehicle class can carry.
• Is the Meet&Greet included in the service? Where will the chauffeur meet me at airports?
• Your driver will monitor your flight details from take-off to landing. Whether your flight arrives early or is delayed, your pickup time automatically adjusts — ensuring your driver is there when you are.

Whether you are traveling for business or pleasure, our private transfer service offers a personalized welcome in almost all of the airports covered by our platform: the Meet & Greet. This feature of our service guarantees a warm and professional welcome as soon as you arrive. The assigned chauffeur will wait in the arrivals hall of the relevant terminal with a distinctive sign with your name, making it easy for you to recognize it in a crowd. After your flight lands, you’ll have up to 45 minutes to clear customs and collect your luggage. This extra flexibility gives you peace of mind and a smoother start to your onward journey. To ensure your airport pickup goes smoothly, please be sure to provide your flight details and any specific meeting points when you book.

Is The Pricing For Your Services Fixed?

Ans. Yes, we offer fixed pricing. Once you book, the price never changes, regardless of traffic conditions. Is there a licence they need to have?

Yes. A condition of any Cab Operator we present is that they must be licensed as a Private Hire Operator by their Local Licensing Authority or Council. This means that they’re obliged to only dispatch licensed Drivers.

You can request to see a Driver's Private Hire Licence identification before departing.

How are standards measured?

Importantly, every customer can rate the cab driver and Cab Operator once the trip has been completed. We use this feedback to monitor the Cab Operator's performance and it is also used to determine their star rating/

How can I contact my chauffeur?

At THE AIRPORT EXPRESS we’re committed to providing a seamless and transparent travel experience. Starting six hours before your scheduled pickup time, you will receive your driver’s contact details completely free of charge via email .

My flight number/meeting time has changed. What should I do?

Kindly notify our Customer Service as soon as possible in order to check the possibility of organizing your transfer at a new time.

How do I cancel my ride?

We understand that plans can change, which is why we offer a free cancellation option for our customers.

You can cancel your booking free of charge up to 24 hours before the pick-up time.

Once the 24-hour window begins, any cancellations will not be eligible for a refund. Refunds will be processed automatically to your original payment method within a few days of cancellation, although exact timelines depend on your bank or card issuer.

How can I make a complaint?

We Want to Hear From You

At THE AIRPORT EXPRESS, we value your feedback! Your opinion helps us provide a better service and a more personalized experience.
If you had an experience that did not meet your expectations, we would like to hear about it. We take all feedback seriously, and want to make sure you get the best possible service.

Can I upgrade the vehicle class of an existing booking?

We understand that plans may change, so we offer two options for upgrading the vehicle class for your transfer:

If it is more than 24 hours before your pick-up time, you should cancel your reservation and make a new one selecting a different vehicle class. If it is within 24 hours of your pick-up time, please let our customer service team know and we will find the best solution for you. Please note that it might include an additional charge. Our Customer Support Team is available 24/7 in case assistance is needed.
Email: support@theairportexpress.com