A to B Travel & Executive

Passenger Terms & Conditions

For customers booking pre-booked journeys with A to B Travel & Executive.

1. Bookings

All journeys are pre-booked. A booking is confirmed once we have accepted it and sent you a confirmation with a reference number. We do not operate a metered or hailed service.

2. Your details must be accurate

It is your responsibility to give us complete and correct booking information — the lead passenger's name, a contact telephone number, the collection address, the destination, the date and time, the number of passengers and luggage, and the flight number where the journey involves an airport.

Check your confirmation when it arrives. It shows everything we hold. If anything is wrong, tell us straight away — the driver works from these details, and a wrong address or time can mean a missed journey.

Where incorrect information means the journey cannot be carried out as booked, or a second collection is needed, a further charge may apply.

3. Prices

The price on your confirmation is the price you pay. It is agreed before your journey, there is no meter, and it does not change with traffic, time of day or demand. There is no night surcharge.

A price can only change if the journey itself changes — a different address, an added stop, extra passengers or luggage, or waiting time as set out below. Where we reasonably can, we will tell you before any additional charge applies.

Airport parking and drop-off charges are included in the quoted price for airport journeys.

4. Changes to a booking

Tell us as soon as possible if anything changes. Changes to the collection address, destination, passenger numbers, additional stops or timing may affect the price and whether we can still cover the journey. A change is only confirmed once we have accepted it.

5. Waiting time

Airport collections. Where you have given us your flight number, we track the flight and work from the actual landing time, not the scheduled one. A delayed flight is not your fault and is not treated as your problem — checking it is our job.

You have 30 minutes of free waiting after the aircraft lands. After that, waiting is charged by vehicle class:

Charged pro-rata, not in whole hours. Twenty minutes of waiting in an executive car is £10, not £30.

Other collections. The collection time shown on your booking confirmation is the agreed time for your journey.

Before travel, your driver may contact you to coordinate the collection. A different time is only agreed where the driver confirms that it can be accommodated without affecting other confirmed journeys.

We include 10 minutes of waiting from the agreed collection time at no charge.

If we cannot contact you and nobody is ready to travel after 20 minutes from the agreed collection time, the booking may be treated as a no-show under clause 7.

If you contact the driver and need longer, they will do their best to help. Any further waiting, revised collection time or additional charge must be agreed with the driver before it applies, and remains subject to their availability and other confirmed journeys.

Delays caused by traffic, road closures, accidents, severe weather or other circumstances outside anyone's reasonable control are dealt with separately under clause 14.

Journeys with more than one stop. Where a booking includes additional collection or drop-off points, waiting time is chargeable from arrival at the first stop, at the rates above. This will always be discussed with you in advance — nobody should be surprised by it. Keeping the stops brief keeps the cost down, and that part is in your hands.

6. Airport collections

Please give us your flight number when booking and tell us if the flight changes.

You will be met with a name board unless we have agreed otherwise. Please come out once you have your luggage — if you are delayed inside the terminal, call or message us so we can hold the car.

7. Cancellations

You can cancel by phone or WhatsApp on 07521 264775, or by email to bookings@atobtravel.org.

More than 24 hours before the collection time. No charge. Anything you have paid is refunded in full.

Between 24 and 2 hours before. We charge 50% of the fare. By this point the time has been reserved for you and is unlikely to be filled.

Less than 2 hours before, or if nobody travels. We charge the full fare. The driver is on the way or already waiting, and the costs have been incurred.

What counts as a no-show. Your driver attended at the agreed time and place, waited for the free period set out in clause 5, and we were unable to reach you. The full fare applies because the journey to you has been made, the time has been held for you, and it can no longer be offered to anyone else.

If we are able to fill the booking after all, we refund what we recover. We will explain any amount charged if you ask.

Instead of a refund, you can ask for credit against a future booking, valid for 6 months from the date of cancellation. If the new journey costs less the balance stays as credit; if it costs more, you pay the difference.

8. Passengers and children

Passengers must behave respectfully towards the driver, the vehicle and other passengers. Smoking and vaping are not permitted in any vehicle.

We do not provide child car seats. Customers travelling with children must bring their own suitable seat if they wish to use one. It remains the customer's responsibility to ensure children travel appropriately.

9. Our right to refuse or end a journey

We may decline a booking or end a journey in progress where a passenger is abusive, aggressive, threatening, discriminatory, or behaves in a way that puts the driver, the vehicle or other passengers at risk.

Where a journey is ended for this reason, no refund is due.

Where a situation escalates, the driver may call the police. We hold your booking details, and vehicles may carry recording equipment.

We may decline future bookings from anyone who has behaved in this way or who has left charges unpaid.

⚖️ We do not refuse service on the basis of race, religion, sex, disability, age or any other protected characteristic. Assistance dogs are always carried.

10. Luggage

Tell us about your luggage when booking, particularly anything unusually large or heavy — golf bags, ski equipment, bulky boxes, musical instruments. We cannot guarantee carriage of luggage we were not told about, because the vehicle is chosen to fit what you declared.

11. Hourly hire

Hourly hire is available at £50 per hour, minimum 3 hours.

12. Business accounts

We offer accounts to hotels, companies and other business customers.

• Invoiced monthly, payable within 14 days of the invoice date
• Purchase order numbers accepted — tell us the PO number when booking and it appears on the invoice
• Driver name and contact supplied before travel on request
• Zero-emission journeys available for sustainability reporting

13. Your vehicle and driver

We provide an appropriately licensed vehicle and driver for every confirmed booking.

We work with other licensed drivers, and your journey may be carried out by one of them. Where that happens, the driver is licensed, insured and briefed on your booking, and the price you agreed does not change.

14. Delays outside our control

We plan journeys with sensible time allowances, but we cannot be responsible for delays caused by circumstances outside our reasonable control — severe traffic, road closures, accidents, extreme weather, airport disruption or public emergencies.

15. If we cannot provide your journey

If a vehicle or driver becomes unavailable, we will tell you as soon as we can and, where reasonably possible, arrange a suitable alternative without increasing the agreed fare.

If we cannot provide the journey or a suitable alternative, we will refund any payment made for that journey in full.

16. Lost property

Tell us as soon as you can if you have left something in a vehicle. We will make reasonable efforts to find and return it. Reasonable return or delivery costs may apply.

17. Payment

Payment is by the method agreed at booking. The fixed price applies unless the journey has changed or additional charges have been agreed.

18. Complaints

Email bookings@atobtravel.org or call or message 07521 264775.

Tell us the booking reference and what went wrong. We will acknowledge your complaint and look into it properly.

If you are not satisfied with our response, you can raise the matter with Liverpool City Council's Licensing team, who license us as an operator.

19. Your information

We collect and use your information to arrange and carry out your booking, to contact you about it, and to keep the records our licence and tax obligations require. Our Privacy Notice explains what we collect, who sees it and how long we keep it. → Privacy Notice

20. Your statutory rights

Nothing in these terms reduces your rights under consumer law.

07521 264775 · bookings@atobtravel.org · atobtravel.org