Passenger Booking Terms
These terms explain how bookings arranged through Kent Transfer Services are handled. By making a booking, the passenger accepts that the journey will be carried out under the conditions set out below.
1. How the Booking Service Works
Kent Transfer Services provides a booking arrangement service. Journeys are carried out by a selected group of independent drivers, not by directly employed staff drivers. Each driver is self-employed and is responsible for their own vehicle.
Where a passenger asks for a named driver, Kent Transfer Services will try to arrange that driver for the journey. This cannot be guaranteed and will depend on the driver’s availability, location and existing commitments.
2. Payment
In most cases, the fare is paid directly to the driver during the journey.
If the booking includes a return journey, the return fare is normally payable at the time of the first journey.
There may be cases where payment is required before collection. If this applies, Kent Transfer Services may receive the payment on behalf of the driver. Kent Transfer Services will then transfer the relevant fare to the driver responsible for carrying out the journey.
3. Charges Included in Quoted Fares
Unless the passenger is told otherwise, the quoted fare includes normal airport or seaport charges connected with the booking.
- Applicable airport or seaport drop-off charges;
- Official airport or seaport pick-up zone charges;
- Up to 30 minutes of short-stay parking where the driver is required to meet the passenger inside the terminal.
Any additional waiting time, parking, extra luggage, route change or special request may result in an additional charge.
4. Booking Details and Confirmation
Passengers must check their confirmation email carefully. The information shown in that email, including date, time, pick-up address, destination, flight details, passenger numbers and luggage details, is treated as the agreed booking information.
If any detail is wrong or incomplete, the passenger must contact Kent Transfer Services as soon as possible. Kent Transfer Services cannot be responsible for problems caused by incorrect information supplied by the passenger.
5. Pick-Up Times for Departures
For journeys to an airport, seaport or other time-sensitive destination, Kent Transfer Services may suggest a suitable pick-up time based on the information provided.
The final decision remains with the passenger or hirer. It is the passenger’s responsibility to allow enough time for traffic, check-in, security, boarding, road delays and any other possible disruption.
6. Airport Arrivals
For airport collections, the driver will usually plan to meet the passenger around 45 minutes after the flight has landed. The meeting will take place at the agreed or designated meeting point.
Passengers travelling with hand luggage only, or passengers travelling business class who expect to clear the airport more quickly, should inform Kent Transfer Services before travel. The office can then advise the driver and adjust the expected meeting time where possible.
7. Flight Delays
Kent Transfer Services monitors the information provided for airport collections where possible. However, if a flight is delayed, the original driver may not always be able to remain available indefinitely.
If the allocated driver has to continue to another confirmed booking, Kent Transfer Services may arrange an alternative driver or ask the passenger to wait until a suitable driver becomes available.
8. Changes Requested by the Passenger
Any change to a booking must be reported to Kent Transfer Services as early as possible. This includes changes to flight time, pick-up time, address, passenger numbers, luggage, destination or return journey details.
Kent Transfer Services will try to assist with reasonable changes, but this will depend on driver availability and other confirmed bookings. If the change cannot be managed, Kent Transfer Services may cancel the affected part of the booking.
If a driver has already been sent to the original booking details before the passenger gives notice of the change, the passenger may be required to pay for that vehicle and for any replacement vehicle needed.
9. Delays and Events Outside Control
Kent Transfer Services does not guarantee that any journey will be completed by a specific time.
Kent Transfer Services is not liable for delays, missed connections, inconvenience, loss or additional costs caused by matters outside its reasonable control. This includes traffic congestion, accidents, road closures, diversions, vehicle breakdowns, severe weather, airport or seaport disruption, police incidents or similar events.
10. Use of Alternative Vehicles or Operators
Kent Transfer Services may arrange for another suitable operator or vehicle to complete a journey if operational circumstances require it. This may happen because of driver availability, vehicle issues, delays, scheduling conflicts or other practical reasons.
11. Luggage
Vehicle luggage space is limited. The standard allowance is one suitcase per passenger, with a maximum size of approximately 32 inches high by 22 inches wide, plus one item of hand luggage.
The normal maximum per vehicle is four suitcases and four hand luggage items.
Passengers must tell Kent Transfer Services in advance if they intend to travel with extra, oversized or unusual luggage. Such luggage may only be accepted if the driver agrees and the vehicle can carry it safely and legally.
12. Lost Property
Passengers are responsible for their own belongings. Kent Transfer Services is not responsible for items left in vehicles and is not required to deliver lost property back to passengers.
If lost property is found and handed in, it will be kept for collection from the office.
13. Cancellations by Kent Transfer Services
If Kent Transfer Services cancels a journey, any money already paid for that cancelled journey will be refunded in full.
Where only part of a booking is cancelled, the refund will apply only to the cancelled part.
14. Passenger Behaviour and Refusal of Travel
Kent Transfer Services and its drivers reserve the right to refuse travel to any passenger whose behaviour is abusive, threatening, unsafe, disruptive, intoxicated, unlawful, or likely to cause nuisance, damage or danger to the driver, vehicle, staff or other passengers.
In serious situations, police assistance may be requested and the passenger may be required to leave the vehicle.
No refund or compensation will be given where travel is refused or ended because of the passenger’s conduct.