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Cancellations / Refunds


At HeathrowShuttle®, we understand that plans can change unexpectedly. That's why we have a simple cancellation policy in place to provide our customers with flexibility and peace of mind.
We recommend reviewing our policy before making a booking to avoid any misunderstandings or unexpected charges.
If you have any questions or need further clarification regarding our cancellation policy, please don't hesitate to contact our customer support team. We are here to assist you and provide the information you need to make informed decisions about your travel arrangements.
Thank you for choosing HeathrowShuttle® for your airport transfer needs. We look forward to serving you and ensuring a stress-free and enjoyable journey.
Please note that our cancellation policy applies to all bookings.
We strive to provide the highest level of service to our customers, and our cancellation policy allows us to maintain the quality and reliability of our airport transfer services. By adhering to this policy, we can ensure that our drivers and luxurious vehicles are available when you need them.

Cancelled flights

Cancelled flights are subject to rebooking. 

Cancellation Policy for small vehicles (Cars, MPVs, 8 Seater minibuses)

Cancellations Made Within 24 Hours:

If you need to cancel your booking within 24 hours of the date of travel, a 100% cancellation charge will apply. We apologize for any inconvenience this may cause, but this policy allows us to manage our resources efficiently and ensure the availability of our services for other customers.
Cancellations made more than 24 hours and less than 36 hours prior to the date of travel will incur a 30% cancellation charge.

Cancellations Made More Than 36 Hours in Advance:

If you cancel your booking more than 36 hours prior to the date of travel, a 5% cancellation charge will be incurred. This charge helps cover the administrative costs associated with processing the cancellation and reserving your spot.

Larger Vehicles Cancellation Policy

(16 to 60 seater coaches)

  • Cancellations made within 7 days of the date of travel are subject to a 100% cancellation charge.
  • Cancellations made more than 7 days and less than 15 days prior to the date of travel will incur a 50% cancellation charge.
  • Cancellations made more than 15 days and less than 30 days prior to the date of travel will incur a 30% cancellation charge.
  • Cancellations made more than 30 days to the date of travel will incur a 10% cancellation charge.

(Please note: Bank cancellation fee may apply)



All attraction tickets are non-refundable

Hotel & Flights 

Hotel and flight cancellation is subject to supplier cancelation policy. 


All no show passengers will incur a 100% cancellation charge.


Are correct at the time of reservation; however, The Company reserves the right to change the Pick-Up time by giving reasonable prior notice.


Heathrow Shuttle Limited shall not be liable to Passengers for any loss or damage which may arise from a delay to or detention of the Passenger in the operation of its services or cancellations. Whilst every effort will be made to ensure the vehicle operates to the booked pick-up time,, The Company will not be liable for delays or detention caused by circumstances beyond its control including adverse traffic or weather conditions, mechanical breakdown or airport security.


All luggage is carried at the passenger's own risk and the Company reserves the right at any time to refuse to carry unusually heavy and bulky luggage where the Company Staff consider there is insufficient accommodation for such articles or the loading and unloading of the same may cause damage to the Vehicle. This right may be exercised even where the luggage has previously been carried.


Heathrow Shuttle Limited vehicles are not fitted with wheelchair access equipment. Passengers travelling with a wheelchair are advised that they must be able to board the vehicle on foot. The wheelchair should also be collapsible.


Passengers are responsible for any injury, damage or loss to The Company's property or staff by any luggage brought by them onto the Company's Vehicle, except where this injury, damage or loss is caused by the neglect or default of The Company or its Staff. Passengers are responsible for any injury damage or loss to other persons caused by luggage brought by them onto The Company's vehicle and shall indemnify The Company against any liability to other persons for any resultant injury, damage or loss.


Heathrow Shuttle Limited maintains a strict No Smoking and No Alcohol may be consumed Policy on all of its Vehicles at all times.


LONDON TO HEATHROW. For passengers travelling from London to the Airport,
Heathrow Shuttle recommends a space of 4 hours between the Pick-Up time and the Passenger's flight departure time. The Company will not be responsible for any loss or delay suffered by a Passenger where a 4-hour gap between Pick-Up and flight time has not been taken.


HEATHROW TO LONDON - The company will monitor every flight online on the day of arrival. From the time the flight actually lands, it takes around 45 to 60 minutes to clear customs and arrive at the meeting point. 


From the time that a flight actually lands we anticipate that it will take approximately 45 minutes to 1 hour to clear immigration and collect baggage and to arrive at our meeting point. Any passenger who anticipates that it will take more than one hour to arrive at the meeting point should telephone our control office to inform us of the delay. Where a passenger does not alert us of a delay, we will check with the airport authorities as to whether the flight has been cleared. If we do not hear from a passenger 2 hours after a flight has landed, this will be charged as a no-show.

Privacy Policy

" We do not store credit card details nor do we share customer details with any 3rd parties”

Child Seats

Yes, we do supply child/booster seats at £5.00 per seat - Passengers are most welcome to bring their own child seats with them. It is the passenger's responsibility to ensure that the child seat is correctly fitted before your journey.