1. Bookings and fares

All bookings are subject to availability and confirmation. You are responsible for providing accurate booking information, including passenger details, pickup and drop-off addresses, flight information, pickup times, passenger numbers, and luggage requirements.

The fare shown at the time of booking includes the following charges, where they apply to the service booked:

Meet and greet service
Flight tracking
Standard airport parking charges
Congestion charges
VAT

These items are included in the quoted fare where they apply to the booked service. Any exclusions or extra charges are explained before you confirm and pay.

Extra charges may apply for waiting time beyond the complimentary period, luggage or passenger requirements that need a different vehicle, requested booking changes, or services outside the original booking. Those charges are set out below.

GoPortX will make reasonable efforts to keep pricing accurate and to tell you about applicable charges before you commit to the booking or an amendment.

2. Cancellation policy

Cancellation fees depend on the time left before the scheduled pickup:

12 hours or more before pickup: a £5.00 cancellation administration fee.
Less than 12 hours but more than 6 hours before pickup: 25% of the total booking fare.
6 hours or less before pickup: 50% of the total booking fare.

Send the cancellation through an authorised GoPortX booking or customer support channel. The time GoPortX receives the request sets the cancellation period.

The £5.00 administration fee applies only when you cancel 12 hours or more before pickup. It is not added on top of the percentage fees above.

Fees are applied fairly and proportionately, taking account of applicable law, the circumstances of the cancellation, and any costs or losses avoided by GoPortX.

If GoPortX cannot provide a confirmed transfer, you will be told as soon as reasonably possible and offered an appropriate remedy under these terms and your legal rights.

Nothing in this policy removes any cancellation, refund, or other right you have under applicable law.

3. Airport pickup after landing

For airport arrivals, you can use Driver Pickup after Landing (optional) on the booking form to choose a pickup time after landing.

Allow enough time to leave the aircraft, pass through passport control where that applies, collect baggage, and reach the meeting point.

The time you select is when the driver is scheduled to collect you. It is not automatically the aircraft landing time. You are responsible for choosing a realistic time and being ready at the agreed meeting point. If that time needs to change, contact GoPortX as soon as possible. Amendments need confirmation and depend on driver availability.

4. Complimentary airport waiting time

For airport arrivals, GoPortX includes 30 minutes of complimentary waiting time from the pickup time you selected after landing.

For example, if you choose a pickup 60 minutes after landing, the driver is scheduled for that time. You then have a further 30 minutes of complimentary waiting time.

If you are not ready by the end of that period, the waiting charges in section 5 may apply. Keep your mobile phone available and follow the driver's pickup instructions.

The complimentary period does not mean the driver must wait indefinitely. Longer waits depend on airport restrictions, driver availability, and operational circumstances.

5. Additional waiting and parking charges

If you are not ready by the end of the complimentary 30 minutes, these waiting charges apply. Each amount is the total for that bracket, not a set of charges added together. A chargeable wait of 45 minutes is £30 in total, not £20 plus £30.

Up to 30 minutes beyond the complimentary period: £20.
More than 30 minutes and up to 60 minutes beyond the complimentary period: £30.
More than 60 minutes and up to 90 minutes beyond the complimentary period: £45.

Waiting beyond 90 minutes depends on driver availability, airport restrictions, and operational circumstances. GoPortX will confirm whether the driver can continue and will tell you any further charge before it is incurred, where that is reasonably practicable. Drivers cannot be expected to wait indefinitely.

Standard airport parking for the booked service is included in the quoted fare. Extra parking caused by a customer delay may be charged where it applies, if the extra charge is clearly explained, properly payable, and does not repeat parking already included in the fare.

Contact GoPortX promptly if you expect a delay.

6. Flight tracking, delays, and cancellations

GoPortX monitors flight arrival information for confirmed airport transfers using the flight details you supply. Where a flight is delayed, GoPortX uses the available information to help coordinate the driver's arrival and pickup. Meet and greet and flight tracking are included in the quoted fare where they apply to the booked service.

Flight delays

If your flight is delayed, GoPortX will monitor the updated arrival and make reasonable efforts to adjust the pickup where that is operationally possible. Check that the flight number and travel date are correct, and keep your mobile phone switched on.

Flight tracking does not guarantee that a driver can cover every delay or wait indefinitely. Pickup still depends on operational circumstances, airport restrictions, and driver availability.

Flight cancellations, diversions, and rebookings

If a flight is cancelled, diverted, rebooked, or changed, tell GoPortX as soon as possible using the contact details in section 10. Provide the updated flight details and any revised arrival or pickup time.

A replacement flight or revised pickup is not confirmed until GoPortX accepts the change. Amendments depend on availability and may change the fare. Any fare change is explained before the amendment is confirmed.

A flight cancellation does not automatically cancel the GoPortX booking. Contact GoPortX to cancel or rearrange. The cancellation policy in section 2 applies where it is relevant, subject to consumer law and the circumstances of the booking.

If a flight disruption stops the booked transfer from taking place, GoPortX will discuss the options with you. Any cancellation fee, refund, or alternative is assessed under these terms and applicable law.

7. Luggage allowance and vehicle category

You are responsible for choosing a vehicle that can take the number of passengers and the quantity, size, and type of luggage you are bringing. The booked vehicle must be able to carry everyone and the luggage safely and legally. Check the passenger and luggage capacity before you complete the booking.

Extra luggage and fare adjustments

If the booked vehicle is too small for the luggage you declared or actually bring, an extra charge may apply where a different vehicle or more capacity is needed.

For example, if a saloon transfer is £50 and an MPV is £65, a customer who books the saloon but brings luggage that would ordinarily need the MPV may be charged the £15 difference, where that charge is explained and lawfully payable.

Where the luggage can still be carried safely and legally in the booked saloon, GoPortX may allow the journey to continue in that vehicle while charging the fare difference. A fare adjustment does not automatically mean the vehicle will be changed.

Luggage must not compromise passenger safety, obstruct the driver's view or controls, exceed the vehicle's capacity, or breach transport rules.

If the luggage cannot be carried safely in the booked vehicle, GoPortX will discuss alternatives. Any upgrade, revised fare, or other arrangement is agreed before the journey continues, where that is reasonably practicable. If no safe arrangement is available, GoPortX may be unable to provide the journey in the booked vehicle. Any cancellation, refund, or extra charge is dealt with fairly under applicable law and the circumstances of the booking.

Give accurate luggage information when you book, so you can avoid unexpected charges, delays, or inconvenience.

8. Changes to bookings

Requests to change a pickup time, pickup location, destination, route, passenger numbers, flight details, or vehicle are subject to availability and confirmation by GoPortX.

A change may alter the fare. Any extra charge is explained before the change is confirmed, where that is reasonably practicable. A requested change is not confirmed until GoPortX accepts it. Contact GoPortX as early as possible. GoPortX will not apply an extra amendment charge that was not explained. If a change cannot be made, GoPortX will explain the options.

9. Driver no-show, customer no-show, and failed transfers

GoPortX aims to provide every confirmed transfer as booked, and will make reasonable efforts to complete the service with reasonable care and skill.

Driver no-show

If the driver does not arrive at the agreed pickup point, contact GoPortX as soon as reasonably possible using the landline or WhatsApp in section 10. GoPortX will try to contact the driver, establish their location, and resolve the issue promptly.

If GoPortX fails to provide the confirmed transfer and you reasonably need to arrange another supplier, GoPortX will refund the fare paid for the affected transfer in full. This does not replace or limit any further rights you have under applicable law. You are not responsible for resolving a dispute between GoPortX and its drivers.

Customer no-show

Attend the agreed pickup location at the confirmed time and stay contactable on the phone number given in the booking. For airport arrivals, the complimentary wait and later waiting charges are in sections 4 and 5.

You may be treated as a no-show if you do not attend the agreed point, cannot be contacted after reasonable attempts, or are not ready within the applicable waiting period. Where the driver has attended, followed the agreed arrangements, and tried to contact you, the booking may be recorded as a customer no-show if the transfer cannot go ahead because you did not attend or respond.

Customer no-shows are generally non-refundable. Where you are responsible for the failed pickup, a refund may not be available. Any amount kept or charged still depends on the circumstances, the cancellation policy where it applies, and consumer law.

If you cannot find the driver, think the driver is at the wrong meeting point, or have a problem that could be mistaken for a no-show, contact GoPortX immediately so it can be checked.

Incorrect or incomplete booking details

Check that the booking is accurate before you submit it. That includes the flight number, travel date, contact details, pickup and drop-off addresses, pickup time, passenger numbers, and luggage. Wrong or missing information can delay the journey, stop the driver finding you, or make the booked transfer impossible.

Tell GoPortX as soon as you notice an error. Amendments depend on availability and confirmation, and any fare difference or extra charge is explained before the change is confirmed, where that is reasonably practicable. If the transfer cannot be provided because of information you supplied, any refund or extra charge is assessed under these terms, the circumstances, and applicable law.

Unforeseen circumstances

GoPortX will make reasonable efforts to provide and complete confirmed transfers as agreed. If an unexpected event, safety concern, vehicle issue, road closure, airport restriction, or other circumstance affects a transfer, GoPortX will take reasonable steps to tell you and look at suitable alternatives where possible.

If GoPortX cannot provide a confirmed transfer, it will tell you as soon as reasonably possible and provide an appropriate remedy under these terms and applicable law. Nothing in these terms excludes or restricts any legal responsibility or statutory right that cannot lawfully be excluded or restricted.

10. Emergency contact and customer assistance

For urgent booking help, contact GoPortX:

Landline: 0208 7499 919
WhatsApp: 07535 946347

Driver not arrived, or confirming where the driver is
Airport pickup, including contacting the driver or finding the meeting point after you land
Flight delays, cancellations, or changes
A change of route or destination
A change of vehicle category, passengers, or luggage
An unexpected delay or another problem with the booking

Please give your booking reference, passenger name, pickup location, and flight details where they apply.

WhatsApp is an extra support channel. Response times may vary. For an urgent pickup problem, call the landline where you can. These details are for booking help. They are not a substitute for the emergency services.

11. Customer responsibilities

You must:

Give accurate booking, flight, passenger, contact, and luggage information
Choose a vehicle that suits the passengers and luggage
Check the confirmation and tell GoPortX promptly about any error
Tell GoPortX as soon as possible about a cancelled, rebooked, diverted, or changed flight
Be ready at the agreed time and place, allowing for the complimentary waiting period where it applies
Keep your mobile phone switched on
Follow the driver's pickup instructions
Tell GoPortX promptly about changes, delays, or problems
Pay extra charges that have been properly explained and are lawfully payable under these terms

If these responsibilities are not met, the result may be a delay, an extra charge, a missed pickup, or a journey that cannot be completed as booked. Any charge, or a decision not to provide the service, remains subject to applicable law and the circumstances of the booking.

12. Acceptance of terms and updates

By completing a booking, you confirm that you have had a reasonable opportunity to read these Terms and Conditions and that you agree to the terms that apply to that booking.

GoPortX may update these terms when necessary. Updated terms are published on this page and generally apply to bookings made after they take effect. A change does not automatically alter an existing confirmed booking. Any change that affects an existing booking is handled under the agreed booking terms, applicable law, and any rights you have. Read these terms when you make a new booking.

13. Contact information

For booking enquiries, cancellations, amendments, flight updates, airport pickup help, or customer support:

Landline: 0208 7499 919

WhatsApp: 07535 946347

GoPortX. Reliable airport transfers. Clear pricing. Professional service.