Terms of carriage
This is a plain-English summary. The operator will confirm the full legal detail before relying on it.
These terms cover a booking with the licensed operator trading as UK Bristol Airport Taxi, a private hire operator running pre-booked transfers to and from Bristol Airport. When you make a booking, you agree to what is set out below.
Booking and payment
How booking and payment work
Every booking is prepaid online
All bookings are prepaid online at the time you book. Your journey is confirmed once payment has gone through, and you will have a booking reference and a written confirmation. If you would rather talk it through first, you can call the office on 0117 471 7170 at any hour.
The price is fixed and includes everything
The price you are shown is fixed for the journey you book. It includes all charges and taxes for that journey, so there is no meter running and no surcharge added at the end. The fare does not change because the traffic was heavy or the route was longer on the day, provided the pickup, destination and passenger numbers stay as booked.
Changes to your booking
If your plans change, tell us as early as you can. A change to the pickup point, destination, timing or the number of passengers may change the price, and we will confirm any new price with you before it takes effect. Adding a stop or a longer route is a change of this kind.
Waiting, extras and luggage
Waiting time, child seats and extras
Airport waiting is free for 45 minutes
On an airport pickup we track your flight and time the driver to your actual landing. You get 45 minutes of free waiting from the moment the flight lands, which covers the walk through the terminal and the wait at the belt. After that, waiting is charged at £15 for each additional 30 minutes, so you are only ever charged for time you actually use.
Child seats are £5
We can fit a child seat or booster when you ask for one at the time of booking. Each seat is £5. Please tell us the age of the child so the right seat is fitted, and add this to the booking rather than on the day, so the driver arrives with it already in the car.
Meet and greet is £15
Meet and greet means the driver parks, comes into the terminal and waits in arrivals with a name board, then helps with the cases back to the car. It is an optional extra at £15 on top of the fare. Without it, the driver waits with the car in the short stay car park and calls you when you land.
Luggage
The fixed price for a saloon assumes normal airport luggage for the number of passengers, which is roughly one case and one piece of hand luggage each. If you are carrying more than that, or something large such as a bike box, golf clubs or a wheelchair, tell us when you book so we can send a vehicle with the room. The driver may not be able to carry items that do not fit safely, so it is worth flagging anything unusual in advance.
Cancellations and refunds
Cancelling and getting your money back
Cancel at least 24 hours before pickup for a refund
You can cancel without charge as long as you cancel at least 24 hours before the booked pickup time. Call the office on 0117 471 7170 at any hour, day or night, to cancel or to change a booking. The sooner you tell us, the easier it is to free the car for someone else.
How the refund is worked out
Where a cancellation qualifies for a refund, we refund the fare you paid, less the card processing fee that was charged when you booked. That fee is roughly 2.5% of the fare and is charged to us by the card provider whether or not the journey goes ahead, which is why it is not returned. The refund goes back to the same card you booked with.
Cancelling inside 24 hours
A cancellation made less than 24 hours before pickup may not be refundable, because the car and driver have usually been committed to your job by then. If something has gone wrong at short notice, call us and talk to a person. We would always rather find a fair answer than hide behind a rule.
If we cannot cover your job
If we ever have to cancel a booking we have accepted, and we cannot place it with another licensed operator that you are happy with, we refund the fare you paid in full. Where a failure on the day is ours, the fare is refunded to the card you booked with.
On the day
Your driver, and what we ask of you
We are a licensed private hire operator
UK Bristol Airport Taxi is the trading name of a licensed private hire operator. Every booking is taken and dispatched under that operator licence, every driver holds a private hire driver licence issued by the council, and every car is plated and carries hire and reward insurance. The exact licence details are held by the operator and can be confirmed on request.
What you can expect from the driver
The driver will arrive at the agreed time, drive safely and within the law, take a sensible route, and help with the cases. You get the driver name, the car, the registration and a mobile number the evening before the journey. The driver keeps the car clean and does not smoke in it.
What we ask of passengers
Please be ready at the pickup time, wear a seatbelt, and treat the driver and the car with respect. Assistance dogs are always welcome. The driver may end a journey where a passenger is abusive, unsafe, or so much over the limit that the journey cannot be made safely, and in that case the fare is not refunded.
- Any mess that needs the car professionally cleaned, for example from sickness, may be charged at cost.
- Anything left in the car is logged the same day. Call the office at any time to arrange getting it back.
- The number of passengers must not be more than the seatbelts in the vehicle you booked.
Complaints and liability
If something goes wrong
How to complain
Most problems are sorted fastest by ringing the office while they are still happening, on 0117 471 7170. If you would rather put it in writing, email complaints@ukbristolairporttaxi.co.uk with your booking reference and the date, and we will give you a written answer. The full complaints ladder is set out on the about page.
The escalation route sits above us
If our answer does not satisfy you, the council that licenses us takes complaints about licensed private hire operators, drivers and vehicles. They can investigate independently and can suspend or revoke a licence. We would rather you had that route than not.
Liability
We take reasonable care to get you to your flight or your door on time, but we cannot accept responsibility for delays outside our control, such as severe weather, road closures, accidents on the route or exceptional traffic. We suggest you allow sensible time for check in and security. Nothing in these terms limits liability for death or personal injury caused by negligence, or for anything else that cannot be limited in law. Beyond that, our responsibility is limited to the cost of the journey you booked with us.
These terms may be updated
We may update these terms from time to time. The version in force is the one published here on the day you book, and the terms are read alongside our privacy notice.
Clear on the terms? Get the price
A fixed quote in writing before you book, your flight number tracked, and the driver name the evening before.