We're dedicated to making your airport experience as easy as possible. That's why it's important to us that you understand what you're booking before you commit. We've set out everything you need to know below, so there are no nasty surprises. These terms and conditions are governed by English law and apply from when we provide you with a booking reference, either by phone or on the website. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. When we talk about 'we', 'us', etc, we mean Park BCP.
If you need to get hold of us for any reason, contact us via phone or email. You can also call our award-winning contact centre on 0800 458 8454. It's open from 08:00 to 21:00 on weekdays and 08:30 to 20:00 at the weekend.
We aim to tell you as much about our products as possible before you arrive. We try them out ourselves and update the information regularly so it's as useful as we can make it. Please take the time to read the product information so that you choose a product that is suitable for you. Unfortunately, we sell so many great hotels and car parks that we unable to always keep track of changes to how they run. If you find anything that's not completely accurate in our information, please tell us as soon as possible.
The companies that provide the hotels, car parks and lounges we sell will have their own terms and conditions, which will also apply to you. We'll try and make you aware of anything you need to know. Should you want a copy of these, simply ask. Some hotels will charge a cancellation fee, which will be on that product where applicable.
If you book one of our Mystery products, you'll be getting a great product at a lower price than you'd otherwise pay. We won't reveal the name of the hotel or car park until booking has been completed and many Mystery products cannot be cancelled once they've been purchased. We'll endeavor to tell you anything that might make our Mystery products unsuitable, but if you book, please understand that the Mystery product may not be ideal for your needs. As such, we cannot be responsible if it is not suitable.
All prices include VAT and are constantly updated so we can give you the best deal available at the time. As such a price we've offered you may go up or down if you back to book later. Make sure you book the package you want when you see it, so we can guarantee you'll pay the price you've seen.
If you use a discount code when looking at our products, the discount will be clearly marked on each package it applies to. If you want to take advantage of your discount, make sure you book a package that states your discount can be applied.
We put together helpful mini guides on what to do at the airport for all our customers and send them out by email with your confirmation. Make sure you read this thoroughly to confirm what you've booked is suitable for you and take it with you when you go on holiday. Failure to follow instructions might result in us not being able to refund you any additional costs you're charged as a result.
Any parking is at your own risk and subject to the owner of the car park's terms and conditions, so we ask that you don't keep any valuables in your car. Please be aware, some car parks will require you to leave your keys with staff. If you have a larger-than-average vehicle or a motorbike, please call us on 0800 458 8454 so we can check the car park can accommodate it without any additional charge.
If you need a copy of your confirmation sent by post, you can add this to your booking. This will cost £1.49. Confirmations will be posted first-class the next working day after you booked. We'll still hold you to our terms if your paper confirmation is delivered late or not at all.
You can cancel your BCP parking, hotel, lounge, Fast Track, airport transfer or car hire booking for free up to the day before you travel (so, by 11:59pm that day) and receive a voucher to use for a future Holiday Extras booking.
For Transfers and Car Hire, you can cancel for free up to 72 hours before you travel and receive a voucher to use for a future BCP booking.
You can redeem that voucher against a future BCP parking, hotel, lounge, Fast Track, airport transfer or car hire booking, any time in the 18 months from the time of cancellation (after which the voucher will expire). You don't have to spend all of your voucher at once either, partial payments are accepted. Any unused amount on your voucher will remain and can be used on other bookings - the same expiry date will remain.
If you require a cash refund your voucher can be transferred to cash, subject to terms and conditions and applicable fees. Please email email@example.com with your voucher reference.
If you booked with us through another company, you will need to cancel with them directly. Some hotels will charge a different cancellation fee which will be on that product information where applicable.
If you do need to cancel your booking through us, you can do so through this link. You'll need your booking reference and your email address handy. Or, give us a call on 0800 458 8454 with your booking reference and booking details.
Only flexible bookings can be cancelled. Many of our special offers and reduced-rate products cannot be changed or cancelled. As such, we can't give you a refund for these products.
Sometimes we may have to make changes to your booking after you've made it. If this is the case, we'll let you know as soon as we're able. If the new arrangements are not suitable, we'll offer you a full refund.
Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).
Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event. We will of course do our best to offer you support as our valued customer where we can in these circumstances.
When you travel, take your booking confirmation along with the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the hotel, car park or lounge know who you are. If you booked at a discounted rate for yourself as a travel agent, you will need to take a pay slip or proof of employment as confirmation that you are entitled to this. Please leave plenty of time to get to your departure gate as we're unable to help if you miss your departure because you're running late.
If you have any problems on the day, be sure to let staff at the hotel, car park or lounge know so they can help you. If you don't let them know, we may not be able to help you later on. If you're delayed in getting to a lounge, meaning you can't be there for the total duration booked, we cannot offer you a refund.
If you're parking and you arrive before the day and time you booked for, or stay later than when you have arranged to leave, you may be charged for the extra parking at the car park's normal price. If you leave earlier than planned, we can't refund any of your money.
We hope you had a good trip and things went smoothly but if you had any problems at all with the services you've booked through us, please contact our Customer Experience team and we'll do our best to put things right.
Please email us at this address: firstname.lastname@example.org or send a letter to: Customer Experience, BCP, Ashford Road, Newingreen, Hythe, Kent CT21 4JF
If possible, please send us copies of any relevant receipts or documents you have.
After you get home, we'll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us.
If you overstay in any airport car park (e.g. delayed or cancelled flights), you may be liable for an overstay charge. This is charged by the car park itself, based on their daily gate price, which the supplier will provide upon request. If you arrive back at the car park late, an overstay charge may be incurred. However if you purchase our late return cover, we will refund any overstay charges you've paid up to 24 hours, provided that the overstay is due to a valid reason and supported by sufficient evidence.
Evidence must include; Acceptable evidence of delay and cause e.g. copy/image of booked flight boarding pass or proof of purchase with a clear flight number evident. Valid evidence of overstay charge payment e.g. receipt. Valid overstay reasons include but are not limited to;
Unfortunately, this cover does not include overstays as a result of an events beyond our control, and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. For clarity this includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. These include (but are not limited to) war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).
Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include (but are not limited to), timekeeping and booking errors.
Please note BCP must be notified of a valid refund request within 48 hours of the last day of your booking or the day of your return to the UK, whichever is the latter. Overstay Evidence related to claim must then be supplied within 3 days of BCP being notified of the refund request.
Please send your flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of overstay payment (e.g receipt) to email@example.com
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 the events beyond our control category, we do not have to refund any payment you have made to us under your late return cover.
If you have any queries please don't hesitate to contact us on 0800 458 8454.