Policies & Notices
We keep things fair, clear, and easy to understand — no confusing terms, no hidden extras. Here’s everything you need to know about how we handle waiting times, changes, and cancellations.
Waiting Time
For airport collections, we allow up to 1 hour of free waiting time from when your flight actually lands. After that, waiting is charged at £20 per hour (pro rata).
Prefer to be collected later? No problem — just let us know when booking. We can schedule a delayed pickup (for example, 30 or 45 minutes after landing). Once your chosen time passes, additional waiting time may apply.
Unless told otherwise, we’ll assume a standard collection — meaning your driver will arrive around your actual landing time.
For all non-airport journeys, waiting time is also charged at £20 per hour pro rata from the scheduled pickup time or for any requested stop en route.
Tolls
All tolls are included in your instant online quote — no hidden extras, no surprises.
Amendments
Need to make a change? No problem — just contact us by email or phone. You’ll always receive an email confirming any amendment. Please don’t make changes directly with your driver — we need to update it in the system to ensure your booking remains fully insured and accurate.
Re-Booking
All bookings must be made through the office — either via our website, by phone, or by email. This ensures every journey is logged, insured, and confirmed properly.
Cancellations & Refunds
We understand plans can change! You can cancel with at least 12 hours’ notice for a full refund.
Cancellations made within 12 hours of the pickup time may be subject to a partial or full charge, depending on driver allocation or dispatch timing.
“No shows” — where a passenger does not appear at the pickup point — are non-refundable.
Refunds are processed within 3–5 working days after confirmation of cancellation.
To cancel, please email info@flystanstedtaxis.com. You’ll receive a confirmation once it’s processed — if not, give us a quick call to make sure it’s received.
Complaints
We always aim to deliver a smooth, friendly, and professional service. If something didn’t go as expected, please let us know within 30 days (ideally by replying to your booking confirmation email). We’ll review your message carefully and get back to you as quickly as possible.
Some calls may be recorded for quality and training purposes — though rest assured, we don’t enjoy listening to ourselves either!
Harassment & Safety
We’re proud of our friendly team and take the safety and wellbeing of our drivers seriously. Fly Stansted Taxis operates a zero-tolerance policy for any form of harassment, abuse, or aggression. We reserve the right to refuse service or end a journey immediately if this occurs.
Thankfully, 99.9% of our customers are absolute legends — and we appreciate you all. 😊
Questions about our policies?
Drop us an email at
info@flystanstedtaxis.com
— we’re always happy to help.