FAQ

1.    How to pre-book your airport parking

 

How do I make a reservation?

-      Select your book-in times using the calendar provided. Enter the times your flight is scheduled to arrive. Ensure accuracy. Your allotted Coach Entry Time will be provided.  Click “Next” to see the various options available.

-      You will now see a display of the Coach Type and add-on options available for the dates/times entered:

-      If you wish to change the date or time of your arrival/departure you can do this using the field in the top-right of the display marked +.

-      Click “Select” for the coach parking option you wish to purchase.

-      Click ‘Proceed to Checkout’.

-      You’ll then be required to enter your personal details and payment information. Fields marked with an asterisk (*) must be completed. Other fields are optional but you are advised to provide as much information as possible.

-      Enter payment details at the bottom of the display.

-      Click on “Submit payment” to confirm your payment and accept our “Terms and conditions”, a link to which you will also find on this display.

-      You may also cross off the box to receive information from us.

-      After clicking on “Submit payment”, your order confirmation will appear. This will also be sent to your email address. You may print out the order confirmation immediately or from your email later. This order confirmation is also your receipt.

-      If you wish to cancel or make changes to your booking you can do so by going to “Manage My Booking” via the link on the order confirmation display. You can also access “Manage My Booking” from our website.

 

 

2.    General information

 

How do I find my reserved parking space?

When booking online you are not allocated a specific parking space. On arrival, you select any available parking bays. Minibuses should park in the shorter Minibus bays immediately in front of or prior to the Coach Park office when available.

 

How far ahead can I book?

It’s possible to book up to 12 months ahead of your travel date – and once you’ve booked you are protected against any price changes.

What’s more if your requirements change, you can change or cancel your booking. Refer to our “Terms and conditions” and other FAQ’s below for information about cancelling/changing a booking.

 

Can I book at short notice – for example, the same day?

YES - Heathrow coach park online booking allows you to book right up to the default arrival time that you are required to turn up at in relation to the scheduled flight arrival time.   

 

Is there a minimum or maximum stay at the coach parks?

Minimum stay is only dependant on how quickly you are released to the Terminal. Maximum stay is dependent on flight arrival time and peak/off-peak status.

 

How are the coach parking charges calculated?

Coach parking at Heathrow coach park is priced per pick up/period. (Note: There is a reasonable degree of tolerance built in so if you are only slightly delayed it shouldn’t be a problem.)

All prices shown are in £GDP and include VAT at the current rate.

 

What payment methods are accepted?

We accept the following credit and debit cards: Visa, MasterCard, American Express, Visa Debet, Maestro and Visa Electron. The customer is responsible for validity of the card. Invalid cards will be rejected. We don’t accept cheques, cash or other payment methods online.

 

When is the parking amount charged against my card?

Your credit or debit card is charged on completion of the pre-booking process.

 

Is there a booking fee?

We do not charge booking or debit card fees. There is a small admin fee if you wish to pay by credit card, as Heathrow airport has to pay the credit card companies a fee in order to offer their cards as a payment method. This applies to all online purchases made by credit card (such as flight bookings). 

 

How do I know my payment details are secure?

Our website uses industry-standard SSL encryption software. This protects your personal information, including credit or debit card details, and your name and address. You’ll know you are in a secure area of the website when a padlock appears in your web browser display, along with “https” instead of the usual “http” address. You will also see the following when you’re about to leave the secure area: “Are you sure you want to leave this area?”

 

Are there any vehicle height restrictions in the car parks?

This is covered under “More information” in the parking option display. In general there are no height restrictions in parking areas for the coach parking online.

 

 

3.    How to use “Manage My Booking”

 

How do I know that my order has been placed?

Once you’ve finished the booking process you’ll receive a confirmation email with a booking reference. You should print this out and bring it with you to the airport. Alternatively, use your smart phone if you can open the email attachment on your device. You may also take a photograph of the barcode/QR code using your smart phone (so it is stored in your phone’s photo album). More information is given below on the importance of having your booking reference/code with you.

If you don’t receive a confirmation email, please contact our customer service centre (see contact details at the bottom of this page, or via the contact us link in the footer at the bottom of the website).

You may also generate a new confirmation email from the “Manage My Booking” link on the site. To do this you will need to log in and search for your booking using your email, booking reference number or postcode. If you still cannot find the booking that you need the booking confirmation for, then please call the customer service number under the contact us page and they will find your booking, as long as you can provide your coach registration number, or company name.

You should also check your spam filter in case our confirmation email was treated as spam.

 

How can I get a new order confirmation/receipt sent by email?

Log in to “Manage My Booking” and click on the button to receive a new order confirmation.

 

I’ve made an order but can’t find the reference number or booking confirmation.

The reference number is at the top of the confirmation email and the barcode/QR code is a bit further down.

Alternatively, you can go to “Manage My Booking” and enter your email address and post code. All bookings made with this email address and post code will be displayed. From the options available you can send yourself a new booking confirmation email.

 

 

4.     Cancelling or changing a coach park booking in “Manage My Booking”

 

Can I cancel a book if my flight arrangements change?

You may cancel a car park booking up to 24 hours before your time of arrival using the “Manage My Booking” page. You’ll get a full refund as long as we receive notification in time. Exceptions to this policy are if the price is strongly discounted or if it only applies to a short stay. See our “Terms and conditions” for more information.

 

Can I change my booking if my travel arrangements change?

You may change most bookings up to 24 hours before your time of arrival using the “Manage My Booking” page. Some bookings may not be changed; others may involve an admin fee (for example, strongly discounted parking).

 

 

5.    Arrival at the coach park

 

What do I do when I get to the coach park?

Once you’ve finished the booking process you’ll receive a confirmation email with a booking reference. You should print this out and bring it with you to the airport. Alternatively, use your smart phone if you can open the email attachment on your device. You may also take a photograph of the barcode/QR code using your smart phone (so it is stored in your phone’s photo album). More information is given below on the importance of having your booking reference/code with you.

 

What happens if my flight is cancelled on the day I’m due to arrive OR depart? Can I cancel or change my booking?

Bookings may only be cancelled or changed up to 0 hours before the time of your arrival on your booking. See our “Terms and conditions, point 4” for more information.

 

What happens if I forget to bring my booking confirmation with me?

It’s very important that you remember to bring with you your booking confirmation/barcode/QR code. However, if you do happen to arrive without it, see the coach park reception officer 

 

6.    Contact us

 

How do I make a complaint?

Our aim is to provide the best customer service possible, but if you are not satisfied please let us know.

Official complaints should be submitted in writing and in order to get the correct address or details then please visit the contact us page

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