Terms & Conditions

Introduction

Welcome to Arena Airport Transfers Ltd. By booking or using our services, you agree to the following terms and conditions. Please read them carefully before making any booking.

Booking and Payment

  • All bookings must be made via our website, telephone, or email. A booking confirmation will be sent to you upon successful completion of the booking.
  • Payment must be made in full at the time of booking, unless otherwise agreed. All card payments are processed securely by a third-party payment provider.
  • We reserve the right to cancel or refuse any booking if payment is not successfully processed.

Confirmation and Acknowledgement

  • Upon receipt of payment, you will receive an 'OTS Journey Acknowledgement' email confirming your booking.
  • Once your journey is assigned to a driver, you will receive a 'Journey Details' email with pick-up instructions and the driver's contact information.
  • It is your responsibility to check that the details provided in these emails are correct.

Responsibility and Liability

  • Arena Airport Transfers Ltd is not responsible for any missed flights or delays, including but not limited to traffic, accidents, breakdowns, weather conditions, or other unforeseen circumstances.
  • We advise that passengers arrive at the airport at least 2 hours before their flight departure to allow for possible delays.
  • We are not liable for any additional costs incurred if you do not wait for your driver or take alternative transport.
  • Passengers must ensure that their luggage does not exceed the vehicle's capacity. If unsure, please contact us before booking.

Vehicle and Passenger Requirements

  • All luggage must be securely fastened in the vehicle’s boot as per taxi licensing regulations.
  • We reserve the right to refuse transport of animals unless agreed at the time of booking. All animals must be transported in an appropriate crate or box.
  • The route for your journey is at the discretion of the driver, but alternate routes may be considered upon request.

Amendments and Cancellations

  • Amendments to bookings must be made by email or phone. You will receive a confirmation email for any changes.
  • Cancellations are accepted with at least 24 hours' notice. A £7 or 10% administration fee (whichever is higher) will apply. Cancellations must be confirmed by email.
  • No refunds will be issued if the passenger fails to show up or cancels within 24 hours of the journey.

Waiting Time

  • For airport collections, we allow up to 1 hour from the time your flight lands for you to meet your driver. After this, waiting time will be charged at £20 per hour (pro-rata).
  • For all other journeys, waiting time will be charged at £20 per hour (pro-rata).

Tolls and Additional Charges

  • All tolls and charges are included in the quoted price, unless otherwise specified.
  • An additional surcharge of 50% applies to bookings made during the following times:
    • 18:00 on 24th December to 23:59 on 26th December
    • 18:00 on 31st December to 23:59 on 1st January

Insurance

  • Passengers are advised to have adequate travel insurance to cover any potential issues, including missed flights or other travel disruptions.

Customer Service and Complaints

  • Any complaints regarding our services should be raised in writing within 30 days of the event. Complaints can be submitted by replying to your confirmation email or contacting us directly.
  • We are committed to providing a safe and respectful environment. Harassment of any kind will not be tolerated.

Data Protection

  • Arena Airport Transfers Ltd is committed to protecting your privacy. We only collect and store personal information necessary for the provision of our services. For more information, please refer to our Privacy Policy.

Jurisdiction

  • These terms and conditions are governed by the laws of England and Wales. Any disputes will be resolved under the jurisdiction of the courts of England and Wales.
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