What type of vehicle will I get?
We will book a spacious MPV or saloon car depending on the size of your party, luggage requirements and those of your fellow passengers. The largest vehicles are long wheel base people carriers with space for up to 8 passengers and luggage.
What is included in the price?
The price is the total price for your booking including applicable VAT, parking charges and booking charges.
What currency are your prices provided in?
We provide all of our prices in Pounds Sterling (GBP), your credit or debit card issuer will convert the cost into your local currency after payment.
Can I change my mind?
You can cancel private transfer bookings provided you give us 4 hours notice.
There is no cancellation charge on private transfers provided you cancel before 2pm UK time of the day before you travel.
Because of the cost saving we offer with our Saver and Super Saver services, bookings for these options are non-refundable. For a flexible option please book our Private Transfer option.
Amendments to the booking can be made online up to 8pm provided they do not change the overall cost of the journey.
If you wish to make a change that would affect the cost of the booking you may have to cancel and rebook. In the case of a Saver or Super Saver booking you will have to upgrade to a Private booking after 2pm the day before you travel.
Additional passengers or luggage items can be added to the booking by contacting the call centre. These will be charged at £6.00 per item of luggage and £10.00 per passenger. It may be cheaper to cancel and make a new booking.
Any last minute changes to Private booking made through the call centre after 8pm the day before travelling will incur a cost of £10.00 per change.
How do I find my transport at the airport?
The driver will meet you inside the terminal at International Arrivals with a board bearing the booker's name.
Please ensure you have your mobile phone fully charged and turned on to allow us to contact you in the event of any difficulty meeting up.
How much luggage can I take?
You can specify your luggage requirements in our booking form. The default setting is 1 item of hand baggage and 1 item of check-in baggage per passenger, but you can amend this and the price is adjusted accordingly.
What happens if my flight is delayed or cancelled?
We will reschedule your airport transfer to accommodate your revised arrangements. Please advise us of any changes as soon as you are aware of them.
We monitor all flight arrival times and will adjust your pick up times automatically for Airport pick ups.
What if I don’t have a mobile phone contact number?
If you don’t have a mobile number, please use your home number so that we can use it to contact you if necessary prior to the booking.
At the airport the driver will be waiting to meet you with your name on a meeting board.
Our booking notification messages are sent by email as well as SMS text. Pay phones are available in the baggage hall at the airport and we have a freephone Airport Help Line you can use to call us free of charge.
Can I make a booking for somebody else?
To make a booking for somebody else, you need to be a registered user. We will store your address, contact number and email address which will act as your user name. Once you have registered you can enter a different name and contact number for each booking you make.
How long will it take to go through customs?
The transit time from arrival through customs is between 30 minutes and 1 hour.
Our standard practice is to book the pick up time for 30 minutes after landing with the driver prepared to wait up to 90 minutes for no additional waiting time charge.
You do not need to make any allowance for the plane being delayed as we will adjust our meeting time to the flight arrival time.
Scheduled pick up time from the airport for Saver Shuttles: Standard pick-up time only, 45-90 mins after flight arrival time (we will monitor your flight to ensure we meet this window, giving you enough time to clear customs and collect your luggage)
Scheduled pick up time from the airport for Super Saver Shuttles: Standard pick-up time only, 60-90 mins after flight arrival time (we will monitor your flight to ensure we meet this window, giving you enough time to clear customs and collect your luggage)
Will I have to pay waiting time charges? If so, what is the rate?
If you come through from the baggage hall within 90 mins of the arrival time there is no waiting time charge.
If you come through after 90 mins and more than 10 minutes later than your scheduled pick up time, then waiting charges are payable. The charge is calculated from 90 mins after the arrival time or from the scheduled pick up time whichever is the latest.
If you are more than 10 minutes late for a pick up going to the airport and the driver is able to wait (ie you have made a Private Booking or there are no other passengers scheduled on your route) charges will apply from the scheduled pick up time.
The waiting time charge is payable directly to the driver in cash.
The rate is £3.75 for the first 15 minutes then £0.25 per minute thereafter
What if my plans change at short notice?
Any changes that may affect the price of the booking such as the pick up address, number of passengers or luggage items will require a new booking. For Private transfers: if the change is made 24 hours or more prior to the pick up time you will receive a full refund. If you have chosen our Saver or Super Saver options, the booking is non flexible and cannot be refunded.
Changes that do not affect the price such as the telephone number or name of the passengers can be made on line from the My Journeys page of the website up to 24 hours prior to the pick up time.
Will my journey be delayed by other passengers?
For Saver and Super Saver Shuttle passengers the following arrangements are in place for home pick ups and airport pick ups to ensure that any delay to other passengers does not adversely impact on your journey.
For Private Shuttle passengers your journey will not be affected by other passengers.
From Home / Office
Every passenger will be asked to be ready to leave up to 10 minutes prior to their scheduled pick-up time, in order to keep to schedule.
If a customer needs to go back to the pick-up address for any reason, then we will drop them off at the nearest safe location for them to make alternative transport arrangements.
From the Airport
Pick-ups from the airport are scheduled around a half-an-hour pick-up window, so that no passengers will have to wait no more than 30 minutes before departure after their scheduled pick-up time.
If another passenger scheduled for your shuttle is excessively delayed, then we will re-schedule them on another shuttle.
Do you cater for Infants and Children?
Bookings for infants and children are welcomed. You should pay attention to the luggage information when making these bookings to tell us how much additional luggage is included and whether there is a push chair. We will allocate a seat for each infant or child within the shuttle.
There is no legal requirement for children to wear a seatbelt in private hire vehicles in the UK. However, car seats can be provided on request at no extra cost. Once you have made a booking, please email your requirements and the booking reference number to firstname.lastname@example.org so we can add the seats to your booking.
What if I’ve left something in the vehicle?
Let us know if you believe you have lost any items during your transfer and we will investigate with the driver concerned. If we find the item we will make it available for you to collect or arrange to deliver it. In the case of the latter a charge for the cost of the journey would apply.
Can I get a receipt?
Your booking confirmation email acts as a receipt for your payment and details the total journey price including VAT.
Are my payment card details safe with Silver Shuttle?
Under our payment system, your card details are sent directly to our bank. The information is not stored or written down by Silver Shuttle so your details are secure.