Question 1

How do I make a booking?

Accepted Answer

You can book via our website at www.runway-transfers.co.uk, by phone, or by email. Once your booking is received, we will confirm all details in writing by email.

Question 2

How far in advance should I book?

Accepted Answer

We recommend booking as early as possible, especially for early morning departures, weekends, and peak holiday periods. For guaranteed availability, please book at least 96 hours in advance.

Question 3

Can I book at short notice or on the same day?

Accepted Answer

For bookings with less than 96 hours' notice, please call our helpline directly. We will always do our best to accommodate you, subject to vehicle availability.

Question 4

Will I receive a booking confirmation?

Accepted Answer

Yes. Every booking is confirmed by email. Please check all details carefully — including date, time, pick-up address, and destination — and contact us immediately if anything needs correcting.

Question 5

Can I book a transfers for someone else?

Accepted Answer

Absolutely. Simply provide the passenger's name and contact details at the time of booking so our driver can reach them directly on the day.

Question 6

Can I book a return journey?

Accepted Answer

Yes, we recommend booking both legs of your journey at the same time to guarantee availability for your return trip.

Question 7

How is my fare calculated?

Accepted Answer

Fares are calculated per vehicle, not per passenger, based on the journey distance and route. Your confirmed fare will be agreed and confirmed in writing before your journey takes place.

Question 8

Is the price fixed or can it change?

Accepted Answer

Online quotes are indicative only. Your final price is always confirmed in writing before your journey. Once confirmed, your fare will not change unless you make changes to your booking such as additional stops or address changes.

Question 9

Are there any extra charges I should be aware of?

Accepted Answer

Additional charges may apply for waiting time beyond 30 minutes (£12.50 per 30 minutes), airport parking fees, toll charges, and any additional stops or route changes. All extras are agreed with you in advance.

Question 10

Do you charge more on bank holidays or late at night?

Accepted Answer

Surcharges may apply on certain dates or times. This will always be made clear at the point of booking and confirmed in writing before your journey.

Question 11

How and when do I pay?

Accepted Answer

Payment is due in full 96 hours before your journey start. We accept cash and bank transfers. When paying by bank transfers, please use your booking number as the reference and confirm payment by text or email.

Question 12

Do you accept card payments?

Accepted Answer

Currently we accept cash and bank transfers. Please contact us if you have specific payment requirements and we will do our best to assist.

Question 13

What happens if my flight is delayed?

Accepted Answer

We monitor your flight in real time. If your flight is delayed, we will adjust your driver's arrival time accordingly — you will not be charged for delays caused by your flight.

Question 14

Do you track my flight?

Accepted Answer

Yes. We use your flight number to track your arrival in real time, so your driver is always ready at the right time even if your flight lands early or late.

Question 15

Where will my driver meet me?

Accepted Answer

For all airport pick-ups, your driver will meet you inside the arrivals hall holding a name board with your name clearly displayed. You will also receive your driver's contact details in advance so you can reach each other easily.

Question 16

How long will my driver wait for me?

Accepted Answer

Up to 30 minutes of waiting time is included in your fare from the agreed pick-up time. After 30 minutes, a charge of £12.50 per 30 minutes (or part thereof) will apply. If you are experiencing any issues, please contact your driver directly.

Question 17

What if I have lost my luggage and need to wait at the airport?

Accepted Answer

Please contact your driver as soon as possible to let them know. We will do our best to accommodate delays caused by lost luggage, and any extended waiting time will be discussed and agreed with you directly.

Question 18

Which airports do you cover?

Accepted Answer

We cover all major UK airports including Heathrow, Gatwick, Stansted, Luton, London City, Southampton, and Bournemouth. If your airport is not listed, please get in touch — we can travel to any UK airport.

Question 19

What vehicles do you use?

Accepted Answer

We operate a fleet of well-maintained, fully licensed private hire vehicles. Vehicle type depends on your group size and luggage requirements. Please let us know your needs at the time of booking and we will match you with the right vehicle.

Question 20

How many passengers and bags can the vehicle take?

Accepted Answer

This depends on the vehicle allocated to your booking. Vehicles cannot carry more passengers than their licensed capacity. Please provide accurate passenger and luggage numbers when booking so we can ensure the right vehicle is assigned.

Question 21

Can I request a specific driver?

Accepted Answer

We will always try to accommodate driver preferences where possible. Please mention this at the time of booking and we will do our best, though we cannot guarantee a specific driver on every occasion.

Question 22

Can you accommodate passengers with mobility needs?

Accepted Answer

We are committed to providing services in accordance with the Equality Act 2010. Please inform us of any mobility or accessibility requirements at the time of booking so we can ensure the most suitable vehicle and assistance is arranged.

Question 23

Which route will the driver take?

Accepted Answer

Our drivers travel by the most appropriate route on the day, taking into account traffic and road conditions. If you have a preferred route, please let us know at the time of booking.

Question 24

What is your cancellation policy?

Accepted Answer

Cancellations made more than 48 hours before the journey start receive a full refund. Cancellations within 24–48 hours receive a 50% refund. Cancellations within 24 hours of departure are non-refundable.

Question 25

What if I need to change my booking?

Accepted Answer

Please contact us as soon as possible. Changes to your booking may incur an additional charge, which will always be agreed with you before being applied.

Question 26

What if you have to cancel my journey?

Accepted Answer

In the unlikely event we need to cancel, we will notify you as soon as possible and arrange a full refund of any monies paid. We will also do our best to find you an alternative solution.

Question 27

Do you provide child seats?

Accepted Answer

Yes, child seats are available on request — please let us know at the time of booking. If you bring your own seat, you are responsible for fitting it and ensuring it is suitable and safe for your child, as required under the Road Traffic Act 1988.

Question 28

Can I bring my pet?

Accepted Answer

Pets are welcome but must be declared at the time of booking. Animals must be transported in a suitable locked carrier or cage. An additional charge will apply. Guide dogs, hearing dogs, and other prescribed assistance dogs are always carried free of charge.

Question 29

Is there Wi-Fi in the vehicles?

Accepted Answer

Wi-Fi is available in some of our vehicles. Please request this at the time of booking and we will do our best to allocate a Wi-Fi-enabled vehicle for your journey.

Question 30

Can I bring extra luggage?

Accepted Answer

Please declare all luggage at the time of booking so we can ensure the vehicle has sufficient capacity. Passengers are responsible for loading and unloading their own luggage, though our drivers may assist at their discretion.

Question 31

Can I smoke or vape in the vehicle?

Accepted Answer

No. We operate a strict no-smoking policy across all vehicles. This includes cigarettes, e-cigarettes, and vaporisers.

Question 32

Are your drivers licensed and DBS checked?

Accepted Answer

Yes. All our drivers hold a valid Private Hire Driver Licence issued by Portsmouth City Council and have undergone DBS (Disclosure and Barring Service) checks as part of the licensing process.

Question 33

Are your vehicles insured?

Accepted Answer

Yes. All our vehicles — and any subcontracted vehicles we use — are fully insured for passenger and third-party claims.

Question 34

What if I leave something in the vehicle?

Accepted Answer

We keep a lost property log and will do our best to return any items left in our vehicles. Please contact us as soon as you realise something has been left behind. Please note that the cost of returning lost property is met by the customer.

Question 35

How do I make a complaint?

Accepted Answer

We take all feedback seriously. Please submit any complaint in writing within 14 days of your journey to our email address. If your complaint cannot be resolved directly, you may refer it to an approved Alternative Dispute Resolution (ADR) provider.

Question 36

Is my personal data safe with you?

Accepted Answer

Yes. We handle all personal data in accordance with UK GDPR and the Data Protection Act 2018. Your data is used solely to fulfil your booking and will never be sold to third parties. Please see our full Privacy Policy at www.runway-transfers.co.uk/privacy.

Frequently Asked Questions

Booking

Pricing & Payment

Airport Pick-Ups

The Journey

Cancellations & Changes

Extras & Special Requests

Trust & Safety

Still have questions?