Privacy Policy

POLICIES & NOTICES

Waiting Time

On journeys collecting from an airport, as standard, Onward Travel Solutions Ltd allows all passengers 1 hour maximum from the time the flight actually lands to meet with their driver. After this, waiting time is charged, regardless of reason, at £20/hr pro rata. 

Onward Travel Solutions Ltd will honour requests for collection [X] minutes after flight landing, however customers requesting this are not entitled to any additional waiting time beyond the requested period. No compensation will be offered if the the customer is ready earlier than planned and has to wait to the scheduled collection time for the driver to arrive. 

Onward Travel Solutions Ltd will assume you wish for a ‘standard’ collection unless otherwise informed in writing in advance of the journey by email to sales@ots-system.net 

Waiting time for all other journeys will be charged at £20/hr pro rata, either from the scheduled collection time or for any stop en-route.

Tolls

Any Tolls are not included in the instant online quotes. The driver will ask you for the money or we can take this from your card if you prefer.

Amendments

Any amendment must be made via an email or by telephone to us to which you will receive an email confirming the amendment. Amendments must not be made with your driver.

Re-Booking

All bookings must be made through the office either via the website, telephone or e-mail. In this way confirmations are sent out and the journey is insured.

Cancellations

Onward Travel Solutions Ltd will accept any cancellation as long as 24 hours notice is provided. There will be a £7 or 10% (whichever is higher) administration / transaction charge per journey. All cancellations must be made via an email to which you will receive confirmation by us.

If you do not receive an email from Onward Travel Solutions Ltd confirming the cancellation, then we have not received it. In this case please call our out of hours number which is 01934 744171.

Refunds will not be issued in the following circumstances:

– No refund is made if the passenger does not show up for pre-paid journeys.

– No refund is made for cancellation of a booking with less than 24 hours notice provided or afterwards.

– All other circumstances where a refund may be possible should be addressed directly with Onward Travel Solutions Ltd’s customer services.

Complaints 

Any complaints regarding service should be raised in writing with our office, preferably by reply to your confirmation email. All complaints must be submitted within 30 days of the event giving rise to the complaint.

Please note that some calls may be recorded for quality and training purposes.