Standard Terms & Conditions of Booking

We aim to provide you with the best products and the best service. We aim to consistently exceed your expectations, and give you confidence when booking with us. This section draws your attention to key points relating to your booking.

What to take with you when you travel:

Please ensure you have your booking confirmation voucher and or booking reference with when you travel. This will identify the fact you are an Airparks^® customer and enable the service provider to verify your booking. Where you have booked a car park that requires you to use credit card entry and exit procedures please ensure you have the credit card with which you booked.

Problems when using the services:

If you have an issue whilst at your Airparks location, please tell the service provider immediately and give them the opportunity to rectify the problem. If you do not advise the provider at the time it may be difficult to pursue a complaint at a later stage. Our service providers will do their utmost to assist with any given request, however assistance cannot be guaranteed. Please put any outstanding issues in writing (with receipts if appropriate) to: Airparks Customer Relations, Newingreen, Ashford Road, Hythe, Kent, CT21 4JF or email us at customerrelations@holidayextras.com, within 6 weeks of your return to the UK.

1. Call Monitoring and Recording: As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.
2. Prices: Price Guarantee - If you find the same Airport Hotel, Airport Parking, Airport Lounge, Port Hotel, London Hotel, Airport Car Hire, Theatre Breaks or Theme Break product for less within 7 days of booking, tell us and we will match the price or refund the difference. This guarantee excludes offers conditional on buying other products. If you think you have found the same product for less, we need to know, so please call us but remember that the product you are comparing has to be the same in all respects! The price guarantee does not apply to Hotels with Coach or Airport Chauffeur Drive. Price Changes: Prices can go up or down; Airparks is committed to providing the highest standards and the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up before you make your actual booking. Prices include VAT: All prices are for pre-booking and include VAT at the current rate of 17.5%. Hotel prices are given in £’s per person per night (twin prices based on two adults sharing) or £’s per room per night, parking in £’s per vehicle per whole or part day / 24 hour basis, airport lounges in £'s per person.
Credit and Debit Card Charges: We reserve the right to levy non-refundable surcharges for payment by Debit or Credit Card. The scale of these will be clearly notified to you before any booking is confirmed. Your statement will show that payment has been processed by Holiday Extras.
3. Cancellation, Amendments and Refunds: If you need to cancel or amend a booking follow this link Cancellations/Amendments, call 0871 360 2749 or email bookings@holidayextras.com. Please note; calls cost up to 10p per minute from a BT landline, calls from mobiles and other numbers may vary. All cancellations and amendments must be made through Airparks and are subject to the conditions below.

Hotels:

No refund is made for cancellation of hotel bookings within 24 hours of the stay date or afterwards. An administration fee of £15 per room per night applies to all other hotel cancellations and to amendments where the result is a reduction in the number of rooms or nights originally booked.

Airport Parking and Port Parking:

You will be unable to obtain a refund or amend a parking booking in the 24 hours prior to the arrival date/time printed in your booking confirmation, or at any time thereafter. Where it is possible to cancel a booking and obtain a refund, you will be charged a cancellation fee of £9.50. If you park your car before the arrival date/time printed in your booking confirmation then you may have to pay the car park locally for any additional parking time at their published [Gate Rate*]. If you collect your car before the departure date/time printed in your booking confirmation then you will not receive a refund for the unused time. If you collect your car after the departure date/time printed in your booking confirmation then you will have to pay the car park locally for any additional parking time at their published [Gate Rate*]. Please note: Bookings made at the special 'advanced purchase' price cannot be amended, and no refund will be given if the booking is cancelled.

Airport Lounges:

No refund is made for cancellation of a lounge booking within 24 hours of the stay or afterwards.

Airport Chauffeur Drive:

Any alteration requested the day before the date of your first transfer pick-up date, on the day of the transfer or after will be treated as a cancellation by you and you will have to pay the cancellation charges.

No refund is made for cancellation of bookings the day before the date of your first transfer pick-up date, on the day of the transfer or after. An administration fee of £7.50 per booking applies to all other cancellations. No refund is made if during the course of waiting for any journey should you decide to use alternative transport arrangements without our supplier’s prior agreement.

Airport Car Hire:

Any alteration requested on the day of your first collection of the hire vehicle or after will be treated as a cancellation by you and you will have to pay the cancellation charges. No refund is made for cancellation of your booking on the day of your first collection of the hire vehicle or after. An administration fee of £7.50 per booking applies to all other cancellations.

Changes and Cancellations by us:

Occasionally, we have to make changes and correct errors on web sites/brochures and other details both before and after bookings have been confirmed. We reserve the right to cancel confirmed bookings and if we have to make a "significant change" i.e. a change of accommodation or cancel we will tell you as soon as possible. Where possible we will do so before departure and we will offer you the choice of the following:

(a) Accepting the changed arrangements or (b) Choosing an alternative product of a similar standard. (If it is less expensive we will offer a refund) (c) Canceling or accepting the cancellation, in which case you will receive a full and prompt refund of all monies you have paid to us.

Hotels:

All hotel star ratings in Airparks literature are Airparks own ratings. When giving our rating we consider feedback we have received from our customers and from our own regular visits to the hotels. We also assess the suitability of the hotel for the purpose it is being used for. Our ratings will not always be the same as other nationally recognised schemes. Directions and contact details: Please make sure you have directions to your hotel and the hotel’s telephone number. This information is included on your customer confirmation. We recommend you use them in conjunction with an up-to-date road atlas. Transfers: Transfers to and from the airport are included in the Airparks price within scheduled times (not always 24hrs), unless otherwise stated. Please check the transfer details when you get your confirmation to ensure they are suitable for your flight times. Port Hotels and London Hotels do not include any transfers. Disabled facilities: Where special facilities are provided, transfer and parking arrangements may not be suitable and rooms are available on a request basis only Overnight parking for customers booking room only: Check the parking details when booking as not all hotels allow free overnight parking. Standard rooms: Facilities differ at each hotel, please ensure the room you are booking has the facilities you require before confirming your booking. Breakfast: Your confirmation will tell you if breakfast is included in the reservation. Where breakfast is included please check the times it is. No refund is given for unused Breakfast. Leisure facilities: Where hotels have leisure facilities there may be charges levied and restrictions put on child access. If you want to use the facilities check the detail before confirming your booking. Wake-up calls: As hotels do not take responsibility for alarm calls we suggest you take a travel alarm. If you miss a flight the hotel will not accept responsibility.

Airport Hotels including holiday parking:

Car parking arrangements vary for each hotel and parking will not always be at the hotel. Please make sure you know exactly what your arrangements are before you book. Parking is always at the vehicle owner’s risk. Hotels’ own car parks are unsecured unless otherwise stated. Where a hotel with parking package uses a secured car park, this is clearly stated, and cars are parked subject to the conditions and insurance arrangements of the individual car park. In these cases, you will often park for the night of your stay in the hotels’ own car park, which is unlikely to be secured. Where parking is offered as an 8 or 15 day option or inclusive package, the full 8 or 15 days does not have to be used, but there is no reduction in price if it is not. If you leave your car for longer than the duration included, you are likely to be charged locally by the hotel or car park for any extra days used. Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with the hotel, or car park staff, if requested to do so.
Airport Hotels including coach: Includes accommodation as booked and return coach travel for adults and FREE travel for up to 2 children under 16 when sharing a room with two adults. Infants (children under 3 years) will be charged a child fare if they require a seat. Tickets are valid for 3 months from the date of issue for travel on any day where services are available. All bookings are subject to availability of space and all tickets are subject to the standard conditions of the carrier. The coach tickets will be sent to you the day after you make the booking.
All passengers must travel together. A charge may be made to replace lost tickets.

Airport Hotels including rail:

Includes accommodation as booked, return Standard Class travel for adults, FREE travel for up to 2 children under 16 (except on journeys involving the Heathrow Express) when sharing a room with two adults and underground travel between London’s mainline stations where applicable. Single rooms with train inclusive are not available Mon-Thurs unless booked with a twin/double. For travel to Heathrow, Airparks’ tickets include the price of the Heathrow Express from Paddington. Low Season excludes some holiday dates. If the outward or inward journey falls on a High Season date, the High Season price applies.

5. Airport Parking and Port Parking:

Directions and parking procedures: Please make sure you have directions to your car park, the car park telephone number, and details of the entry and exit procedures for the car park. Directions are included on the customer confirmations. Directions and maps serve as a guide only. We recommend you use them in conjunction with an up-to-date road atlas. Your voucher is only valid in the car park you have booked. Should you park elsewhere you will be charged locally and Airparks will not reimburse you. Entry/Exit procedures: vary at each car park. Please see information on your confirmation. If you are charged by the car park because you do not follow the correct entry or exit procedures or present your confirmation voucher Airparks may not be able to obtain refunds on your behalf. 24 hour transfers to and from the airport are included in the Airparks price, unless the airport is within walking distance or not operational 24 hours. Please make sure you have the transfer schedule for your car park and that the times of operation suit your requirements. Minimum stays and charges apply at some car parks. Should you wish to stay for fewer days, you may, but the cost of the minimum duration is payable. This is made clear during the booking process. Daily Prices may vary according to the date and length of stay. Stays of fewer than 8 days may attract a higher daily rate. Car Keys: In the interests of efficient operation you must be prepared to leave your car keys with car park staff if requested to do so. Where disabled facilities are provided, please ensure these are suitable for you individual needs. Insurance: All parking is subject to the terms and conditions of the individual car park these are available on request from the car park. Ensure no valuables are left in the vehicle, as Airparks will not accept liability. Parking is always at the vehicle owner’s risk. High-sided or unusually wide vehicles: Not all car parks can accommodate them or there may be an extra charge. Please check with Airparks before booking.

Personal Parking:

If you have booked this special service, (where you are met at the terminal by a driver who takes your car away to secured storage for you), you may need to reconfirm your booking direct with the parking operator prior to your date of travel, giving your Airparks booking reference. Please check your booking confirmation for details. Supplements may be charged for service outside normal hours and on all public and bank holidays payable directly to the parking operator.

Airport Lounges:

The Airparks price includes: Snacks provided by the lounge and all drinks, except Champagne. Directions: Please make sure you have directions to your lounge. Directions are included on the customer confirmations. Airside/Landside: Airside lounges are after Passport Control and can only be used by customers with a valid boarding card. They are not always suitable for domestic flights. Landside lounges are before Passport Control and can be used by people who are not travelling or people on domestic flights. Where disabled facilities are provided please ensure these are suitable for your individual needs.

Important lounge information:

Smoking arrangements vary at each lounge, check before booking for details. Dress/Behaviour: All lounges have a smart/casual dress code and expect reasonable behaviour from guests. In particular the wearing of shorts and/or baseball hats are not accepted. Lounge staff reserve the right to refuse admission on these grounds. Luggage: For security reasons, you must take all of your luggage with you if you leave the lounge, even if you plan to return. Announcements: Lounge staff may announce your flight but cannot guarantee to do so. Some lounges have flight information screens but you are responsible for catching your flight. Business Facilities: Lounges have a range of business services including telephones. If you use these, you must pay for them when you leave the lounge. Arrival Times: You can arrive at your lounge up to 3 hours before your flight, subject to lounge opening times. Please make sure you have made a note of the opening and closing times for your lounge (these are provided on your confirmation voucher). Please note that the opening and closing times printed are subject to seasonal change. Children: In lounges that permit children, an adult must accompany them at all times. Toilet Facilities: Not all lounges have toilet and bathroom facilities. Use of the lounge: Is subject to the terms and conditions of the relevant lounge operator.If you do not consider the suggested seat suitable we recommend you use your own seat and take this on holiday with you.

If you have any further query over a booking you have made, please call 0871 360 4020 or email us on: bookings@abcmail.co.uk

Terms and Conditions

You have the right to cancel your booking within seven days of making it. If you do, we will pay a refund less a reasonable administration fee.

What we can do:

a) We will take reasonable care of your vehicle for the period you have booked and paid for, starting from when you give us the keys to your vehicle.
b) We will only be responsible where we are at fault.
c) We can move vehicles to a secured parking site we choose within the area.
d) We will provide a £10 meal voucher for each booking if you are kept waiting longer than one hour for transfers to and from the airport
e) If you park for longer than the period you have booked for, we will charge you the full daily price that applies at the time
f) We wilI consider your vehicle to have been abandoned if you do not claim it at the end of your booked period. We may then make legal arrangements for disposal to cover our costs. As a last resort this may mean selling your vehicle.

We are not responsible for the following:

a) Matters that are covered by your car or holiday insurance, you must look to that for protection.
b) If you damage your vehicle while parking it, events outside our control, or events you have not arranged insurance cover for or have insurance excesses for.
c) Mechanical failures, terrorism, catastrophe or criminal activity.
d) Any deterioration in the vehicle’s condition while it is with us.
e) Property left unattended on our site, in courtesy vehicles and trailers, or items in your vehicle.
f) Any losses caused by you not leaving enough time for transfers to the airport.
g) Delays in collecting your vehicle caused by you losing the receipts or not having some other proper authority.
h) Claims you make after leaving the site.
i) Any consequential (indirect) losses.

What you must do:

a) Arrive in plenty of time, follow signs, park where we tell you to, and not cause an obstruction.
b) Let us know if you have a disability and need help.
c) Leave your vehicle keys with us so that we can move your vehicle.
d) Tell us about any vehicle immobiliser, automatic security feature or modification for a disability.
e) Remove all your belongings from the vehicle.
f) Keep your luggage with you at all times.
g) Hand the vehicle over to us in a roadworthy, safe and legal condition with full insurance.
h) Drive slowly and carefully in the car park and keep children with you.
i) The bus driver is responsible for the safety of the vehicle. Please follow the driver’s instructions.
j) Produce a receipt or some other proper authority when you come to collect the vehicle. We can refuse to hand over the vehicle if you cannot prove that you own it.
k) Pay any parking charges due if you park longer than agreed. We can refuse to hand over the vehicle if you do not pay these charges.
l) Check your vehicle carefully before leaving it with us.
m) Fill in a customer service report for any claim before you leave the site with your vehicle.

Airparks, Newingreen, Hythe, Kent, England, CT21 4JF, + 44 (0) 1303 815300

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