Gatwick parking and lounge booking website terms and conditions

Last updated: 1st August 2018

  1. Introduction

    • 1.1 These terms and conditions (the terms) apply to all bookings for services you make through www.gatwickparking.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 (section 2 is car parking, section 3 is valet parking and section 4 is lounges). Please then read section 5 (for car parking, valet parking and lounges) and then sections 6, 7 and 8, which apply to all customers.

    • 1.2 The website is owned by us, Gatwick Airport Limited (company number 01991018) (GAL) which is incorporated in England. Our registered office is 5th Floor, Destinations Place, Gatwick Airport, West Sussex RH6 0NP. The Gatwick Parking Booking System is a trading name of GAL. 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 car parking, valet parking or lounges 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 parking.services@gatwickairport.com or phone us on 0330 123 1025.
  2. Car parking

    • 2.1 When you book car parking through the customer contact centre, we will add a booking fee of £3 per booking to your final cost. If you later cancel the booking, we will refund the full value of your booking (excluding the £3 fee).
    • When you book car parking through the website, we will email you a unique booking reference number (your booking reference).

    • 2.2 You cannot transfer your booking to someone else or between different car parks.

    • 2.3 Your booking is valid only for the times, dates, price, car park, terminal and airport shown in your booking.

    • 2.4 The terms and conditions for using the car park are as follows:

      1. Car park prices apply to a 24-hour period (or a part of that period). Quotes are valid at the time of booking only and prices may change. 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.) This is set out at the entrance to the car park, and you must pay it before you leave. It applies whatever reason you have for being late back to the car park, unless the delay is caused by our negligence.

      2. Part of the charge you pay includes a ‘public transport levy’, which is used to develop public transport initiatives at the airport.

      3. All prices shown are in pounds sterling and include VAT at the rate that applies at that time.

      4. When you enter the car park, at the gate you must follow the instructions we emailed to you when you made your booking. If your instructions tell you to insert your credit card in the machine, please make sure that you use the same credit card that you used to make 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.

      5. 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.

      6. When you have parked your vehicle, you should:

        1. lock it securely;

        2. fully close all the windows;

        3. put your handbrake on properly;

        4. use any steering lock, alarm or immobiliser you have;

        5. not leave any animal or person inside the vehicle; and

        6. 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.

      7. 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.

      8. You must follow all direction signs and other instructions when in the car park.

      9. We do not accept responsibility for:

        1. damage to your vehicle (whether caused accidentally or by vandalism); or

        2. 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.
      10. 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.
        1. The vehicle registration number.

        2. The approximate location of your vehicle in the car park.

        3. The reason for the delay in collecting the vehicle, and the date you expect to collect it.

If you do not give us this information, we will consider the vehicle to have been abandoned.

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 when you booked. 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 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).

  • While we try to make sure that the car parks are secure, we do not guarantee this.

  • 2.5 The following terms apply to using the bus service.

    1. If you use the long-stay car parks or Summer Special service, you need to leave enough time to reach the terminal building from the car park. Estimated transfer times (in normal traffic conditions) and information about how often the transfer buses run 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.

    2. Make sure you get on the correct bus. (Gatwick has more than one terminal and not all buses call at all terminals.)

    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.

    4. We do not accept responsibility for longer transfer times from the car park to the terminal building which are caused by exceptionally heavy traffic.

  • Valet parking

    • 3.1 All prices shown are in pounds sterling and include VAT at the rate that applies to your booking.

    • 3.2 When you are at the valet parking reception area, 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.

    • 3.3 When you have parked your vehicle at the reception area, you should:

      1. 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);

      2. fully close all the windows;

      3. put your handbrake on properly;

      4. use any steering lock, alarm or immobiliser you have;

      5. do not leave any animal or person within your vehicle; and

      6. 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.

      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.

    • 3.4 You must follow all direction signs and other instructions when in the reception area.

    • 3.5 If you plan to return to the car park early, you must give us at least 12 hours’ notice.

    • 3.6 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 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.

    • 3.7 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 exactly the same position they were in when you left your vehicle with us.

    • 3.8 Except as in 3.6 above, we do not accept responsibility for damage to your vehicle (whether caused accidentally or by vandalism) 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 to a member of staff in the Customer Service Office. You and a member of staff must fill in an incident report form before you leave the car park.

    • 3.9 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.

    • 3.10 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.

      1. The vehicle registration number.

      2. The reason for the delay in collecting the vehicle, and the date you expect to collect it.
      If you do not send us this information, we will consider the vehicle to have been abandoned.

      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).

    • 3.11 While we try to make sure that the car parks are secure, we do not guarantee this.

  • Airport lounges

    • 4.1 All prices shown are in pounds sterling and include VAT at the rate that applies to your booking.

    • 4.2 You cannot transfer your booking to someone else or between different airport lounges.

    • 4.3 Your booking is only valid for the date, price, lounge, terminal, airport and operator shown in the booking.

    • 4.4 Any regulations relating to using the lounge are usually displayed at the entrance to that lounge. You can also ask the lounge operator for them.

    • 4.5 You can arrive at the lounge up to three hours before your reserved departure time. If you arrive earlier than this, it is up to the lounge staff to decide whether to allow you in.

    • 4.6 There may be restrictions on the minimum age of children allowed into the lounge. A child is usually defined as being aged from two to 11, and an infant as aged 0 to two. If children and infants are allowed into the lounge it is your responsibility to supervise them.

    • 4.7 All lounges have a smart-casual dress code and anyone using the lounge should not misbehave or be drunk or disorderly. Lounge staff have the right to refuse to let you into the lounge and to ask you to leave if your behaviour is inappropriate. Please be polite at all times and be considerate of the other people in the lounge.

    • 4.8 Lounge staff may announce your flight but cannot guarantee to do so. All lounges have flight information screens and you are responsible for looking at the screens and catching your flight. We do not accept responsibility if you miss your flight because you have not checked the screens.

    • 4.9 We do not guarantee that any particular catering or facilities in the lounge will be available at the time of your visit, or guarantee that you will enjoy your visit.

  • Premium Security and Premium Passport Control Lane Access
    • 5.1 When you book access to the Premium Lane (the “Booking”) you will be given a unique booking reference number (“Booking Reference”), via an email which will be sent to the email address you enter on the booking form.
    • 5.2 The Booking is non-transferable either
      • (a)       from you to someone else; or
        (b)       between different flights or different dates

    • 5.3 The Booking must be made at least 2 hours before you intend to use the Premium Lane prior to your departure flight from Gatwick

    • 5.4 The Booking is valid only for the time, date, and departing terminal specified in it unless you give us notice of any changes not less than 24 hours before the departure of a different flight to which you wish to transfer the Booking.  Access to the Premium Lane cannot be guaranteed in respect of a changed Booking.

    • 5.5 If your departure flight is delayed and you intend to use the Premium Lane at a time or date later than stated in the Booking, use of the Premium Lane will be granted at the sole discretion of the Airport host in the Premium Security area.

    • 5.6 The operational hours of the Premium Security Lane are 04:00 – 20:45. The lane is open 365 days per year, but is subject to availability and may close from time to time, subject to operational restrictions.

    • 5.7 The operational hours of the Premium Security Lane are 06:00 – 24:00. The lane is open 365 days per year (excluding Christmas Day, Boxing Day and New Year ’s Day), and is subject to availability and may close from time to time, subject to operational restrictions.

      • (a) All prices shown are in pounds sterling and include VAT at the prevailing rate.

      • (b) When you enter the Passenger Central Security area, it is your responsibility to locate and use the Premium Lane.

      • (c) Access to the Premium Security is only available to purchase by adults aged 18 years and over. Under 18s may use the service but must be accompanied by an adult and have their own unique Booking Reference. Children under the age of five years old may use the service for free, as long as they are accompanied by an adult and have their own unique Booking Reference.

      • (d) Access to the Premium Passport Control is only available to purchase by adults aged 18 years and over. Under 18s may use the service but must be accompanied by an adult and have their own unique Booking Reference. Children under the age of 12 years old may use the service at a reduced price as long as they are accompanied by an adult and have their own unique Booking Reference.

      • (e) If you failed to print your confirmation email, we will accept an email shown on a mobile or tablet device that clearly and unambiguously shows the required information to the Airport host.  The confirmation email must be presented to the Airport host in order to use the Premium lane.

      • (f) The Airport cannot be held responsible for any loss or damage whatsoever occurring to you or your onward journey as a result of any wait, improper use or failure in the use of the Premium Lane.

      • (g) You must comply with all directional signage and other instructions when in the Premium Security or Passport Control areas.

      • (h) You must comply with any direction or instruction given to you by the Gatwick Security personnel (including if necessary an instruction not to use the Premium Lane) and all applicable security regulations imposed on passengers.

      • (i) When the Gatwick Security determines that there exist exceptional operational circumstances including but not limited to; an emergency, a material disruption to the security processes at the Premises or a Force Majeure event; then the Airport may, without any liability on the part of the Airport:

      • (j) temporarily suspend or reduce provision of the Premium Lane in whole or in part; and/or

      • (k) allow passage through the Premium Lane by persons other than Premium Passengers (including without limitation the emergency services)
  • Cancelling or changing bookings for car parking, valet parking, lounges, premium security and passport control

        • 6.1 If you want to cancel your booking or any part of it, you can do this on the website, 24 hours before your expected entry time into the car park or lounge. Please click on the ‘Manage my booking’ section. You can also phone us on 0330 123 1025 to cancel a booking. or email parking.services@gatwickairport.com.

        • 6.2 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.

        • 6.3 Cancellations or amendments cannot be accepted if you book any special offer or 'non-flex' product.
        • 6.4 If you want to make any changes to your booking, you can do this on the website, no less than four hours before your expected entry time into the car park or lounge. Please click on the ‘Manage my booking’ section. You can also phone us on 0330 123 1025 to change a booking, or email parking.services@gatwickairport.com.

        • 6.5 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.

        • 6.6 We do not give refunds after the car park entry start date of your booking (as set out on your voucher) if you have not followed the procedures above when cancelling or changing a booking.

        • 6.7 We will not make any refunds other than those set out in these terms.

        • 6.8 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.

        • 6.9 We will not give refunds for any days you book but do not use, unless you have followed the changes to booking procedures set out above.

        • 6.10 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.

        • 6.11 Your legal rights are not affected.

        • 6.12 If we cancel your booking for a reason that is within our control (see section 6), we will refund the amount you paid when you booked. We will do this on the card you used to make the original payment.

  • Rent and Earn

        • 7.1 The Rent and Earn service allows you to earn money by renting out your vehicle while you are away. You can only use Rent and Earn if you register to become a member of the Car & Away service within 24 hours of booking and paying for your parking. Once your payment is confirmed, a link will be emailed to you from confirmation@carandaway.com to allow you to register.

          When you register, Car & Away will ask you for some extra information to help them assess whether your vehicle is suitable for hiring out.

        • 7.2 Your Rent and Earn booking will only be valid if you have booked parking for at least seven days in a row.
        • 7.3 When you book Rent and Earn, we will pass your details to Car & Away, in line with our privacy and cookie policy, to help them when hiring out your vehicle.

        • 7.4 The terms set out in section 3 (Valet parking) will apply to your Rent and Earn booking, apart from the following changes.

          1. Section 3.2

            When you enter the valet parking reception area, you must drive to the location stated in your email (there will be signs to guide you). A Car & Away representative will greet you and you will hand over your vehicle to them. When in the reception area, you must drive carefully and responsibly. You must also make sure that any children and animals are properly supervised and accompanied at all times. Please be aware of all moving vehicles in and around the valet parking reception area.

          2. Section 3.3

            Before you hand over your vehicle, you should do the following.
            1. Put your handbrake on properly.

            2. Make sure all the windows are fully closed.

            3. Lock the vehicle securely, and leave the keys with the Car & Away representative (you only need to leave the keys that are needed to move the vehicle).

            4. Do not leave any animal or person in the vehicle.

            5. Make sure that you remove all of your belongings from the vehicle. If you fail to do this, Car & Away will remove them and store them in a locker at the airport while your vehicle is being hired out. If you do not remove your belongings, neither we nor Car & Away will be responsible for any loss or damage that happens to your vehicle or any items left in it.

            6. Make sure that your vehicle is roadworthy, and that it has valid road tax and a current valid MOT certificate for the period it is being hired for. If you fail to do this, your vehicle may not be suitable for the Rent and Earn service.

          3. Section 3.5

            You must give Car & Away at least 24 hours’ notice if you plan to return to the car park early, to allow them to arrange alternative transport for you if your vehicle is being hired on the date you want to return.

  • 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 6.1, we do not have to refund any payment you have made to us, or make any other change to your booking.

  • Our responsibility to you

        • 9.1 We will act with reasonable skill and care when providing services to you.

        • 9.2 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.

        • 9.3 Our legal responsibility for providing valet parking is as set out in section 3.

        • 9.4 We do not accept legal responsibility for:

          1. any indirect or consequential loss; or

          2. any loss of profit, enjoyment, revenue, information, or earnings.
  • General
        • 10.1 Any contract made between you and us through the website is governed by English law.

        • 10.2 We have the right to change these terms 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 We are committed to selling our car parking at the lowest prices possible. However, our promise that ‘No one sells our parking for less’ does not apply if:
          1. the lower online price is offered by any other online retailer under any special promotion (including promotions with newspapers, exhibitions, emails or other special events);

          2. the lower online price is not published and is not available to the general public, or is not available for general sale but is only available to closed user groups (these include, but are not limited to, corporate discount price, staff price, or closed user group prices);

          3. the lower online price has been discounted by the online retailer using coupons, cashback offers, loyalty rewards and other offers or incentives to reduce the total cost;

          4. the lower online price is for a bundled (combined) package with accommodation; or

          5. the difference in cost between the service you buy on our website (www.gatwickparking.com) and the lower online price is the result of an error by the retailer.
          We are happy to match the lower price (as long as it is not lower for one of the reasons above). If your comparable Gatwick car parking would have been cheaper elsewhere, we’ll give you the difference. Please contact Customer Services for information on our price promise.

        • 10.5 ‘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.

        • 10.6 'Parking from £6 per day' is based on the Winter Special service when booked in advance for 30 days or more.

        • 10.7 'Dedicated bus shuttle service' relates to Long Stay and Summer Special bus transfer services.

        • 10.8 'Closest car parks, shortest transfer times' is based on our car park locations. All customer car parks are on the airport site, within the perimeter of the airport. However, in the North Terminal during peak times, we may store some vehicles in one of our secure facilities on the north side of the airport.

        • 10.9 'CCTV and security'. 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 a short time. (However, this does not apply if we need to keep it to deal with any issues that arise, in which case we will only keep it for as long as it takes to settle the issue.)

        • 10.10 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 24 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.

  • 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.

  • General

        • 12.1 As set out above, 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.

  • Data protection and privacy

        • 13.1 Any personal information you give us when you use this website will be used in line with our Privacy & Cookie Policy