BEFORE YOUR TRIP / HOW TO BOOK YOUR TICKETS

How much time before should I book my tickets?

The tickets should be booked at least 24h before your journey time.

Is it possible to purchase the tickets on board/ in a sales point?

Given that AirGoX provides a dedicated door to door transfer, it is only possible to book the tickets online. This allows us to organise your airport transfer in the best way, ensuring the shortest journey time and as few pickups as possible.

Can I pay by cash/ at the end of the journey?

For the same reason as above, it is not possible to pay by cash or at the end of the journey. The payment must be done online during the booking process.

Can I choose my preferred departure time?

AirGoX is a door to door service and therefore there is no fixed timetable. Departure times are based on the passengers’ flight time (which must be entered during the booking process).
The pick up times from the city are determined by the airline recommended check in times and by the journey time. The pick up times from the airport are designed to suit several flight arrivals.

Why do I need to provide my flight number?

Your flight number is very important as it is essential for us to arrange your door to door transfer.
Your flight number tells us what time your flight departs/lands and what airport you are travelling to/from. This information helps us to design your pick up/ drop off time and notify you in case of your flight delay (advising if possible an alternative time).

What payment methods do you accept?

We accept Visa and Mastercard credit cards.

How do I know if my reservation has been successful?

Once completed your booking, you will receive a text message with your reservation number.

Are there any discounts for children?

Given that AirGoX offers a door to door dedicated transfer for max. 7 passengers (5 pickups at the most) it is necessary to buy a ticket for each child. Children under 16 years can travel if accompanied by responsible person aged 18 or more.

Do I need to print my ticket?

No, it is not necessary. You can just show it on your mobile device.

I am experiencing problems with completing my reservation. Whom should I contact?

Should you have any questions about the service or experiencing issues during the booking process, please send us an email at customerservices@airgox.com or call …
We will be happy to help!

PICK UPS AT THE AIRPORT

Where are the pick up and drop off locations at the airport?

STANSTED AIRPORT
Drop off at the Express Set Down point outside the Terminal building
Pick up from the Orange Zone in the Short Stay Car Park opposite the Terminal building
Click here to see the pick up point locations on the map
HEATHROW AIRPORT
Central Terminal area and Terminal 5.
Click here to see the pick up point locations on the map

ABOUT THE TRANFER/ ON BOARD

Can I track my transfer?

Yes, of course! Your transfer can be tracked by logging into your account.

What happens if I reach my designated pick up point late? How long the transfer will wait for me?

Please ensure you are at the pick up point at least 5 minutes before your scheduled departure time. The driver has to strictly follow the schedule and therefore he will be not able to wait for you.

What happens if my flight is late?

If your pick up is in London we will always pick you up at the advised time. If your pick up is at the airport we will adjust the time of your pick up if possible (otherwise we will advised you by text).

What is baggage allowance?

Your fixed £14 includes one piece of luggage, max. total size (length+width+height) 275cm or less and a small on-board bag (e.g.: handbag, laptop bag). All other standard luggage may be carried at an additional cost of £5 for each piece, subject to available space. You can book extra standard luggage whilst making your online reservation. For more detailed information on the AirGoX luggage allowance, please have a look at our Terms&Conditions.

Can I carry special/ oversized baggage?

Special baggage, including sports equipment (up to the size of a golf club bag), small musical instruments cab be carried for an extra charge of £14. You can simply add the space for your special luggage to your booking.
Attention! We regret we are unable to carry certain items, such as bicycles, non-folding prams and pushchairs, Skis etc. For additional details please read the appropriate section of our Terms&Conditions.

Can I travel with my pet?

It is only possible to bring on board (free of charge): assistance dogs, hearing dogs, mobility assistance dogs.

Are car seats for babies available?

If you are travelling with kids, please bring your own car seat.

MODIFIES AND CANCELLATIONS

Can I modify my reservation?

Yes of course, you can do it! In order to change your travel date&time or your pick up/drop off point, please log into your account, select the booking you want to modify and make the desired changes.
Attention! It can be done no less than 24h before your departure.

Can I cancel my booking?

No problem! You can cancel your using a Cancel button in your AirGoX account. Otherwise, please send an email at customerservices@airgox.com. We will issue a refund as quickly as possible (within 3 days).

REFUNDS

Can I get a refund?

We will refund your journey:

  • If the booking is cancelled no less than 24 hours before date of travel
  • In the event of force majeure situations as per our Terms&Conditions. Please have a look at the relevant section of the document for more details.
When and how I get my refund?

The refund will be issued to the credit card used for booking your transfer within 3 days.

AFTER YOUR JOURNEY

I would like to share my opinion about my experience with AirGoX. How can I do that?

We greatly appreciate your opinion and suggestions!

If you have a little time, please send us an email at customerservices@airgox.com or leave your feedback on our Tripadvisor profile here

Is it possible to receive an invoice?

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I accidentally left something on the bus. What do I do?

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Please contact our Customer Service Team, we will do our best to reunite you with your lost items!