Terms & Conditions

1. Booking and reservations

Advance Booking: We recommend booking your transportation service in advance to ensure availability.

Confirmation: Once a booking is made, you will receive an email confirmation with the details of your reservation. Please check this confirmation for accuracy and inform us of any discrepancies immediately.

Changes and Cancellations: Any changes or cancellations to your booking must be communicated to us as soon as possible. Cancellations made less than 24 hours before the scheduled pickup time will incur a cancellation fee.

Contact Number (WhatsApp or Alternative): Customers must provide a valid mobile number with WhatsApp access at the time of booking. This number will be used to send confirmation messages and allow the driver to contact you directly if needed. If you do not have WhatsApp, please provide an alternative contact number to ensure smooth communication. Failure to provide a reachable number may result in delays or disruption of service.

Accurate Pickup Information: To ensure timely and accurate pickup, customers must provide a full and correct postcode for the pickup location at the time of booking. Failure to provide an accurate address may result in delays or cancellation of service. We are not responsible for issues caused by incomplete or incorrect location details.

2. Rates and payment

Rates: All rates are quoted at the time of booking. The price of every transfer to any airport includes the airport drop-off charge. There are no hidden fees.

Payment: Payment can be made via credit/debit card, bank transfer, or cash.

Additional Charges: Additional charges may apply for extra services such as waiting time, extra stops, or excessive luggage.

3. Service, passenger responsibilities and no-shows

Punctuality: We strive to provide timely service. However, we are not liable for delays caused by circumstances beyond our control, such as traffic, weather conditions, or road closures.

Safety: The safety of our passengers is our top priority. All our vehicles are fully insured and maintained to high standards. Passengers must wear seat belts at all times.

Conduct: Passengers are expected to behave in a respectful and lawful manner. We reserve the right to refuse service to anyone behaving inappropriately or posing a risk to the driver or vehicle.

Last Minute Bookings: Last minute bookings will only be accepted by telephone and are subject to availability. Customers are advised to call directly to confirm whether a slot is available. We recommend booking in advance whenever possible to ensure preferred dates and times can be accommodated. Please note that additional charges may apply for urgent or out-of-hours bookings.

Direct Contact with Drivers: Contacting drivers directly to arrange private bookings is strictly prohibited and violates both our company policy and council regulations. All bookings must be made through our official channels to ensure safety, proper documentation, and service accountability. Customers bypassing our system may be refused future service, and drivers involved may face disciplinary action or termination.

Travelling with Pets: Pets are welcome during travel but must be kept in a secure carrier and under control at all times. Owners are responsible for cleaning up after their pets. Please notify us in advance if you plan to travel with a pet. A charge of £3.50 applies for each animal.

Notification Requirement: If a customer fails to inform the office or driver of a delayed or cancelled flight before the driver has been dispatched or has left for the pickup, the booking will be treated as a no-show.

Charges: In the event of a no-show, the full payment for the booking will still be required.

Reclaiming Costs: In some cases, customers may be able to reclaim these costs directly from their airline under their flight delay or cancellation compensation policies. Customers are advised to check with their airline for eligibility.

Rescheduling: Where possible, we will make reasonable efforts to reschedule the journey for a later time, subject to availability, but this will be treated as a new booking and may incur additional charges.

4. Flight arrivals

Flight Tracking: We monitor flight arrival times to ensure timely pickups. If your flight is early or delayed, we will adjust the pickup time accordingly.

Accurate Flight Details: Customers are responsible for providing accurate and complete flight information at the time of booking, including the correct flight number. Brighton Flyway Transport cannot be held responsible for delays, missed collections, additional waiting time, or other disruption resulting from incorrect or incomplete flight details supplied by the customer. Please check all flight information carefully when making your booking and notify us as soon as possible if any details change.

Communication: Please keep your phone switched on and accessible upon arrival so that your driver can contact you if necessary.

Customer Responsibility: It is the customer’s responsibility to notify our office immediately of any changes to their flight schedule, including delays, cancellations, or diversions.

5. Waiting time and additional services

Free Waiting Time: We provide a complimentary waiting period of 1 hour after your flight lands.

Additional Waiting Time: If the waiting time exceeds 1 hour, a surcharge of £7.50 will be applied for every additional 15 minutes.

Booking Times: Please note that all bookings scheduled between the hours of 22:00 and 07:00 will incur an additional charge of £5.

Meet & Greet Service: A Meet and Greet service is available upon request for an additional charge of £7.

6. Luggage and personal belongings

Allowance: Each passenger is allowed a reasonable amount of luggage. If you have excess luggage or oversized items, please inform us at the time of booking.

Responsibility: While we take care with your belongings, we are not responsible for any loss or damage to luggage or personal items during transit.

7. Reminder messages

Purpose of Messages: By booking with us or signing up to our services, you agree to occasionally receive friendly reminder messages (e.g., “We Miss You” notifications) if we haven’t heard from you for a period of time.

Frequency: These messages may be sent up to once every 3 months to let you know about our services, special offers, or to remind you we’re here when you need us.

Opt-Out: Customers who no longer wish to receive these reminders can opt out at any time by following the instructions provided in the message or by contacting our office.

Contact Details: It is the customer’s responsibility to ensure their contact details are accurate and up to date so they can receive important booking and reminder notifications.

Data Protection: All communications are managed in line with our Privacy Policy, and your information will never be shared with third parties without consent.

8. Privacy and data protection

Personal Information: We collect and store personal information necessary to provide our services. This information will not be shared with third parties except as required by law or as necessary to complete your booking.

Data Security: We take appropriate measures to protect your personal information from unauthorized access, alteration, or destruction.

CCTV: All our cars are equipped with CCTV for the safety and security of our passengers and drivers.

9. Complaints and feedback

Complaints: If you are not satisfied with our service, please follow our Complaints Procedure. We will acknowledge receipt within 24 hours and aim to provide a full response within 7 working days. If more time is required, we will inform you of the delay and provide an updated timeline.

Feedback: We welcome feedback from our customers to help us improve our services. Please feel free to share your experiences with us.

10. Changes to these terms

Changes to Terms: We reserve the right to amend these terms and conditions at any time. Any changes will be posted on our website and will take effect immediately.

11. Governing law and jurisdiction

Jurisdiction: These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.