Last updated: 27 October 2026
We would rather hear from you than lose you. If a journey did not go the way it should have, this page sets out exactly how to tell us, what we will do about it, how long we will take, and what you can do if you are still not satisfied at the end of it.
This procedure is for passengers, account customers and anyone else who books or travels with Airport Move Limited. It is free to use, and using it does not affect any legal rights you have.
You can complain in whichever way suits you best:
Please complain as soon as you reasonably can, and in any event within three months of the journey. We will still look at complaints made later than that wherever we are able to, but details fade and records are not kept indefinitely, so an early complaint is easier for everyone to resolve fairly.
If you need this procedure in a different format, or you need help putting your complaint together, tell us and we will assist. You are welcome to have a friend, relative, representative or advocate deal with us on your behalf — we will simply need your authority to discuss your booking with them.
The more of the following you can give us, the quicker we can investigate:
If you do not have all of this, send what you do have. We will fill in the gaps from our own booking and dispatch records.
We work to these commitments:
A member of our operations team who was not involved in the journey will look into what happened. That normally means reviewing the booking record, the dispatch and tracking data, any call recordings, and speaking to the driver concerned.
We will then write to you with a clear answer: what we found, whether we think something went wrong, why it happened, and what we are doing about it. Where we got it wrong we will say so plainly and tell you what we are putting right — which may include a refund, a partial refund, a credit, a correction to your account, or a change to how we do something. Where we do not accept that we were at fault, we will explain our reasoning rather than simply refusing.
If you are not satisfied with our stage one answer, you can ask for it to be reviewed. Reply to our response, or write to the address above, saying that you want a stage two review and why you disagree with the outcome.
The review is carried out by a director or senior manager who did not make the original decision. We will acknowledge your request within 3 working days and give you our final written response within 20 working days. That response will tell you that it is our final answer, and will remind you of the escalation routes below.
Our internal procedure is not the end of the road. You have the following options, and you do not need our permission to use any of them.
We are licensed by Transport for London as a private hire vehicle operator. TfL is our licensing authority and takes complaints about licensed operators, drivers and vehicles — including matters of safety, conduct, licensing and overcharging. You can complain to TfL through the Taxi and Private Hire section of tfl.gov.uk, and you can do so whether or not you have been through our procedure first.
TfL will not normally award you compensation — its role is regulatory — but it can and does act on the licence of an operator or driver where that is warranted.
Nothing in this procedure limits your rights under the Consumer Rights Act 2015 or any other law. If we cannot reach agreement you are free to pursue the matter through the courts, including the small claims procedure, which is designed to be used without a solicitor.
If your complaint is about how we have handled your personal information, see our Privacy Policy. You can raise it with us using the details above, and you also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
If your journey was arranged through a travel agent, hotel, booking platform or another operator, you may also have rights against them under their own terms. Tell us who you booked through and we will deal with them directly where that is the quicker way to sort the problem out.
Some complaints are escalated immediately, without waiting for the normal timescales, and are reviewed by a director. These include any allegation of unsafe or impaired driving, of discrimination, of refusing to carry an assistance dog or a disabled passenger, of inappropriate or threatening behaviour by a driver, or of anything that puts a passenger's safety at risk. Where appropriate we will suspend a driver from our work while we investigate, and we will report the matter to TfL or the police where we are required or it is right to do so.
We keep a record of every complaint: what was alleged, what we found, what we decided and what we did. We review those records regularly to find patterns, because a complaint that leads to a change in how we operate is worth more than one that is simply closed. We retain complaint records for as long as our licensing and legal obligations require, and you can ask for a copy of the information we hold about your own complaint at any time.
We will deal with your complaint courteously and without prejudice to your future bookings. Making a complaint will never count against you. We ask the same in return: our staff and drivers are entitled to be treated civilly, and in the rare case of abusive or threatening conduct towards them we may restrict contact to writing while still investigating the substance of what you have raised.
Will it cost me anything? No. Our procedure is free at every stage, and so is complaining to TfL or the ICO.
Do I have to complain in writing? No. Call us if that is easier — we will put it in writing for you and confirm we have understood it correctly.
How long do I have? Please come to us within three months of the journey where you can. We will still consider older complaints where the records allow.
Can I go straight to TfL? Yes. You are not required to use our procedure first, though giving us the chance to put things right is usually the fastest way to an actual remedy.
What if my complaint is about a refund? Tell us the booking reference and what you believe you are owed. Refund decisions are covered by our Terms & Conditions, and if we agree a refund we will return it to the payment method you used.
To raise a complaint, email booking@airportmove.co.uk, call +44 (0) 1582 824631, or write to Complaints, Airport Move Limited, 450 Bath Rd, London UB7 0EB. Airport Move Limited is registered in England and Wales, company number 14491058.
