1. Introduction
1.1 These terms and conditions (the terms) apply to all bookings for services you make through www.gatwickholidayparking.com and all other website addresses we operate (together referred to as the ‘website’). Please read carefully the sections which apply to the services you are buying and or using.
1.2 The website is owned by us, Gatwick Airport Limited (company number 01991018) which is incorporated in England. Our registered office is 5th Floor, Destinations Place, Gatwick Airport, West Sussex RH6 0NP. We operate the website and sell parking.
1.3 In these terms, ‘we’, ‘us’, ‘our’ and ‘airport’ are Gatwick Airport Limited (for all car parks at Gatwick). ‘You’ and ‘your’ is anyone who makes a booking on the website. The contract for the applicable services is made between you and us.
1.4 Our VAT number is 974 8388 54.
1.5 These terms contain important information and set out the things we do not accept responsibility for.
1.6 If you need to contact us, please email us at customer feedback or phone us on 0330 333 9268.
2. Our responsibility to you
2.1 We will act with reasonable skill and care when providing services to you.
2.2 Nothing in these terms and conditions limits our liability in the case of death or personal injury caused by our negligence, or in the case of fraud.
2.3 We do not accept legal responsibility for:
a) any indirect or consequential loss; or
b) any loss of profit, enjoyment, revenue, information, or earnings.
3. Using the shuttle bus service
3.1 If you use our shuttle bus service from our long stay, Gatwick Holiday Parking or robotic car parks you need to ensure you leave enough time to reach the terminal building from the car park. Estimated transfer times (in normal traffic conditions) and information about how long the transfer times from the car parks to the terminals are set out on the website. You should also make sure that you leave enough time to find a space in the car park, get your luggage out of the vehicle, lock the vehicle and walk to the bus stop. We do not accept responsibility if you miss your flight or if your airline check-in has closed because you have not left enough time to get into the car park, and then from the car park to the terminal.
3.2 Make sure you get on the correct bus (Gatwick has more than one terminal and not all buses call at all terminals).
3.3 Please remember to take all your luggage off the transfer bus when you arrive at your terminal. We do not accept responsibility if you miss your flight or your airline check-in has closed because you have to return to the coach to collect your luggage.
3.4 We do not accept responsibility for longer transfer times from the car park to the terminal buildings which are caused by exceptionally heavy traffic.
4. Car parking (long stay, short stay, blue badge, evening special)
4.1 Quotes are valid at the time of issuing only and prices may change on booking.
4.2 All prices shown are in pounds sterling and include VAT at the rate that applies at that time.
4.3 Part of the charge you pay includes a ‘public transport levy’, which is used to develop public transport initiatives at the airport.
4.4 When you book car parking through the customer contact centre, we will add a booking fee of £5 per booking to your final cost. If you later cancel the booking, we will refund the full value of your booking (excluding the £5 fee).
4.5 When you book car parking through the website, we will email you a unique booking reference number (your booking reference).
4.6 You cannot transfer your booking to someone else or between different car parks.
4.7 Your booking is valid only for the times, dates, price, car park, terminal and airport shown in your booking.
4.8 Please see section 11 for the terms that apply to amending or cancelling your booking.
4.9 Car park prices apply to a 24-hour period (or a part of that period). The number of ‘days’ (24-hour periods) we charge you for when you book your parking is worked out based on the times you choose when you book. However, if your actual entry and exit times (the times you arrive at and leave the car park) change from those in your booking, and your time in the car park runs into a further 24-hour period, you will have to pay for an extra day, at the Drive-up Tariff. The Drive-up Tariff is the rate you pay if you do not book your parking in advance and this is set out at the entrance to the car park and also on our website at: https://www.gatwickairport.com/parking/car-parking-prices/_ .
You must pay any applicable Drive-up Tariff before you leave the car park. It applies whatever reason you have for being late back to the car park, unless the delay is caused by our negligence.
4.10 When you enter the car park, at the gate you must follow the instructions we emailed to you when you made your booking. Some car parks use a number-plate recognition service. If your number plate is not recognised or is not consistent with the number plate of the vehicle for which you have booked, please press the assistance button and speak to one of our staff.
4.11 If you are issued with a car-parking ticket when you enter the car park, please keep it in a safe place as you may need it to leave the car park. When you leave the car park, please follow the instructions we sent to you at the time you made your booking.
4.12 When you have parked your vehicle, you should:
a) lock it securely;
b) fully close all the windows;
c) put your handbrake on properly;
d) use any steering lock, alarm or immobiliser you have;
e) not leave any animal or person inside the vehicle; and
f) make sure that any belongings you leave in the vehicle are in a locked boot and not on display.
We cannot be held responsible for any loss or damage that happens to your vehicle or your belongings if you fail to do these things.
4.13 You must drive carefully and responsibly in the car park. You must also make sure that any children and animals are properly supervised and are accompanied at all times. Please be aware of all moving vehicles in the car park.
4.14 You must follow all direction signs and other instructions when in the car park.
4.15 Should you park your vehicle in a way that causes an obstruction within the car park we shall move your vehicle as required and reserve the right to charge you the reasonable costs of doing so.
4.16 While we try to make sure that the car parks are secure, we do not guarantee this. We do not accept responsibility for:
a) damage to your vehicle (whether caused accidentally or by vandalism or by wildlife); or
b) theft of, or from, your vehicle while it is in the car park, unless our negligence (or that of our agents or employees) has caused or contributed to the damage or theft. You must report any damage to, or theft from, your vehicle that happened during your stay to a member of staff before you leave the car park.
4.17 Please see section 8 for the terms that apply if you do not collect your vehicle more than 30 days after the date you stated in your booking.
5. Valet parking
5.1 Quotes are valid at the time of issuing only and prices may change on booking.
5.2 All prices shown are in pounds sterling and include VAT at the rate that applies to your booking.
5.3 Please see section 11 for the terms that apply to amending or cancelling your booking.
5.4 When you are at the valet parking reception area (as applicable), you must drive carefully and responsibly. You must also make sure that any children and animals are properly supervised and are accompanied at all times. Please be aware of all moving vehicles in and around the reception area.
5.5 When you have parked your vehicle at the reception area you should:
a) lock your vehicle securely, and leave the keys with the car park operator (you only need to leave the keys that are needed to move the vehicle);
b) fully close all the windows;
c) put your handbrake on properly;
d) use any steering lock, alarm or immobiliser you have;
e) do not leave any animal or person within your vehicle; and
f) make sure that any belongings you leave in the vehicle are in a locked boot and not on display.
We cannot be held responsible for any loss or damage that happens to your vehicle or belongings if you fail to do these things.
5.6 Before you leave your vehicle and the keys, you must make sure the vehicle is properly secured, is roadworthy, has a current MOT certificate and has valid tax cover for the length of its stay.
5.7 You must follow all direction signs and other instructions when in the reception area.
5.8 We are responsible for making sure that your vehicle is driven carefully when providing the valet parking service. We and our subcontractors are insured for any loss or damage to your vehicle which happens as a result of our employees and subcontractors not driving carefully. We will pay you the reasonable cost of repairing any damage to your vehicle which is caused by our employees and subcontractors not driving carefully when providing the valet parking service.
5.9 Our drivers may adjust your vehicle’s seat, steering wheel and mirror so that they can drive the vehicle safely. We also encourage our drivers to turn the radio off or down if you have left it on or at a high volume. We do this to protect your property and to protect our drivers and help them drive as safely as possible. We cannot guarantee the above items will be returned in the same position they were in when you left your vehicle with us.
5.10 While we try to make sure that the car parks are secure, we do not guarantee this. Except as in 5.8 above, we do not accept responsibility for damage to your vehicle (whether caused accidentally or by vandalism or by wildlife) while the vehicle is in the car park, reception area or anywhere else at the airport. If a vehicle is damaged while it is in the car park, reception area or anywhere else at the airport, or if any of your belongings that were in it are stolen or missing, you must report this immediately to a member of staff in the Customer Service Office. You and a member of staff must fill in a customer report form before you leave the car park. After completing the customer report form you will need to call 0330 333 9268 to activate your claim.
5.11 We do not accept responsibility for theft of, or from, your vehicle unless you have given us the keys, and only then if the keys have been used to carry out the theft.
5.12 If you plan to return to the car park early, you must give us at least 12 hours’ notice.
5.13 ‘Car waiting for you on return guaranteed’ is based on departure and arrival times specified at the time you booked. If your vehicle is not waiting in the valet parking area, we will offer you free valet parking for one booking of up to 15 days on your next trip. If you return early, please tell us and we will do our best to make sure your vehicle is waiting for you. However, we cannot guarantee this.
5.14 Please see section 8 for the terms that apply if you do not collect your vehicle more than 30 days after the date you stated in your booking.
6. Abandonment of your vehicle
6.1 If you do not collect your vehicle more than 30 days after the date you stated in your booking, you need to send us the following details.
a) the vehicle registration number; and
b) the reason for the delay in collecting the vehicle, and the date you expect to collect it.
6.2 If you do not send us this information, we will consider the vehicle to have been abandoned.
6.3 In these circumstances, we can remove the vehicle and sell it, as long as we give you at least 30 days’ notice in writing by signed-for post to the address you gave us at the time of booking. We will take our reasonable handling expenses and any unpaid amounts for the days the vehicle has been in the car park from the proceeds of the sale. (We will calculate this amount using the drive-up tariff.) We will then pay the balance to the credit card of the person who has made the booking (unless you tell us otherwise in writing).
7. Cancelling or changing bookings for car parking and valet parking
7.1 If you want to amend or cancel your booking or any part of it, you can do this 24 hours before the time you have booked for entry into the car park or lounge. You can do this either via the ‘Manage my booking’ section on our website or you can phone us on 0330 333 9268.
7.2 We will only consider giving you a refund you if we receive notice of your cancellation at least 24 hours before the lounge or car park entry start date and time of your original booking. If you do not give at least 24 hours’ notice, we will not give you a refund.
7.3 We will not make any refunds other than those set out in these terms.
7.4 Cancellations or amendments cannot be accepted if you book any special offer or 'non-flex' product.
7.5 If you amend your booking at any time, we will change the cost of your booking to that day’s rate (that is, the rate on the day you alter the booking) and we will not charge you for making the change.
7.6 We will not give you a refund if you don’t use your booking for any reason or if you do not cancel it in line with the procedures set out above.
7.7 If you are due a refund, we will only pay it if you can give us a pre-paid booking reference number. You can find this number on your booking confirmation email or online under ‘Manage my booking’. We will make the refund to the card you originally used to make the payment.
8. Events beyond our control
8.1 We do not accept responsibility if we fail to meet any of our obligations due to events beyond our reasonable control. These include (but are not limited to) war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, natural and nuclear disaster, fire, adverse weather conditions, government regulations, airports being closed or congested, and airlines cancelling or changing schedules.
8.2 Unless we say so in these terms, if you want to amend or cancel your booking due to an event of the type listed in 12.1, we do not have to refund any payment you have made to us, or make any other change to your booking.
9. Privacy
9.1 We use CCTV and vehicle number-plate recognition cameras and equipment at various locations throughout the car parks. Their main purpose is to make sure that vehicles and members of the public are secure and safe while on the airport site. The cameras are in various places in the car parks, but specifically at entrances and exits so that they can record drivers as they pass through the barriers. There is also CCTV in areas where members of the public are handling cash. We hold any information recorded by this equipment for the purpose of providing parking services, and we will keep it only for 30 days unless it is required to investigate an issue, in which case we will only keep it for as long as it takes to settle the issue.
9.2 In the robotics car park cabins the supplier of the robots will use CCTV in accordance with their own privacy notice. We are not the controller of any personal data that is captured by the supplier’s cameras.
9.3 Any personal information you give us when you purchase the services will be used in accordance with the ‘Parking, GatwickConnects and Premium products’ section of our Privacy Policy.
9.4 If you have any questions or concerns about the personal information we process in order to provide the services to you please contact our Data Protection Officer at dpo@gatwickairport.com or write to us at 5th Floor, Destinations Place, Gatwick Airport, Gatwick, West Sussex RH6 0NP, United Kingdom, marked for the attention of the Data Protection Officer.
10. General
10.1 These terms and conditions and any dispute arising out of or in relation to them (both contractual or non-contractual) shall be governed by English law and subject to the exclusive jurisdiction of the Courts of England and Wales.
10.2 We have the right to change these terms from time to time but, once you have made a booking, the terms which apply are those which were on the website when you booked. However, the terms which applied at that time will not necessarily continue to apply when you next book. We recommend that you always read these terms before you book.
10.3 These terms form the entire agreement between you and us relating to the sale of the relevant services.
10.4 Separate conditions apply to prize draws, competitions and promotions which we may run from time to time, as well as other products and services sold through the website.
11. Feedback
11.1 From time to time we may ask you for your views on our airport, services, the website or any other related issue. We will use this feedback, and the personal information that you provide, in line with these terms and conditions and the terms of our privacy statement.
11.2 If you are under the age of 16 you must have permission from a parent or guardian to give us your feedback.
11.3 By contributing your views, you will be giving us permission to put them on the website and to adapt, modify or include them elsewhere (for example, when training our staff or monitoring performance) or use them in any other way we see fit. You agree that we do not need to acknowledge you as the author but, by contributing, you give us permission to do so if we want to.
11.4 Your feedback must not contain anything that is unlawful, offensive, abusive, threatening, defamatory, obscene or discriminatory, or negatively affect anyone’s rights.
12. Complaints
12.1 If you make a complaint, we will investigate it fully with the staff who were involved at the time of the incident and review other information, such as CCTV footage. We can only investigate a complaint up to 26 days after the event it relates to. After this time it is not possible to get all the relevant information. However, we will make a note of this and keep the complaint on file to help us with future decisions.