Cancellation & refund policy

We know plans change. This policy explains the normal cancellation terms for pre-booked journeys. Any special term shown and accepted at the time of booking takes priority.

Standard car bookings

• More than 48 hours before pickup: normally a full refund of the journey price paid.
• 24 to 48 hours before pickup: up to 50% of the booked journey price may be retained.
• Less than 24 hours before pickup, after dispatch, or a passenger no-show: normally non-refundable because vehicle and driver capacity has been committed.

Executive, minibus and wheelchair accessible vehicle bookings

Executive, minibus and WAV bookings can require a specific vehicle and driver to be reserved. Once an executive, minibus or wheelchair accessible vehicle has been specifically allocated, the booking is non-refundable except where we cancel the journey and cannot provide a reasonable alternative, or where your statutory rights require otherwise.

Flight delays and airport collections

Where a valid flight number is supplied, we may monitor the flight and adjust the planned collection time. A flight delay is not automatically treated as a customer cancellation. Airport parking, waiting and additional waiting time may be chargeable where stated in the booking terms.

Waiting and no-shows

For airport collections we normally allow up to 60 minutes from the recorded landing time where flight details are supplied. For non-airport pickups we normally allow 15 minutes. Additional waiting may be charged at £20 per hour pro rata. If we cannot contact the passenger after the reasonable waiting period, the journey may be treated as a no-show.

If we cancel

If we cancel a journey and cannot provide a reasonable alternative, any amount paid for the affected journey will be refunded. Nothing in this policy removes your statutory rights.

Requesting a refund

Email bookings@northwesttravelnetwork.co.uk with the booking reference, passenger name and reason for cancellation.

Last updated 25 August 2026.