Frequently Asked Questions
Need help? The frequently asked questions (FAQs) aim to help you find the answers to your questions quickly, without having to make contact.
We have compiled a list of questions we get asked the most, however if you can't find the answer to your question please contact the team on: [email protected]
To get the very best price, we always recommend that you book as far in advance as possible so that we can secure your space and get the best rate. Prices do go up as our spaces fill so we usually recommend 3 weeks’ notice in order for you to get a good price before our availability starts to reduce. If you do leave it later these are the minimum notice periods at each airport (subject to spaces still being available).
Gatwick – 1-hours' notice
Edinburgh – 2 hours' notice
Heathrow – 1 hours' notice
Stansted – 2 hours' notice
Birmingham – 2 hours' notice
Southampton – 2 hours' notice
These products offer a further saving but cannot be cancelled or refunded. For Ace it guarantees the sale of the space whereas our flexible products can still be cancelled up to 24 hours before travel. For customers it offers that extra saving if the travel dates are definite. We can amend times on these bookings but cannot amend dates. Extra days, if required, before or after the dates booked will be charged at the usual rate.
It is best to email us for Cancellations and Amendments. You can reply to your booking confirmation email or just send a new email to [email protected]. Please include your booking reference, name and car registration (if you know it) so we can easily pinpoint your booking once we receive your email. If you prefer, you can call us to change or to cancel your booking when our offices are open. Please note that, whether calling or emailing, that changes and or refunds can only be made in accordance with our terms and conditions.
We understand that from time to time travel plans can change, and upset things. If your travel plans change we recommend that you email us at [email protected] (or call in office hours) advising us of the changes. Our friendly staff can offer advice and make changes to your booking in accordance with our terms and conditions. Please note emails sent to the above address can take up to 24 hours to be processed.
If you return later in the day you are due to return you will not be penalised, but if you go in to the next calendar day then you will be charged an extra day. Our extra day rate is £20 per day or part day. If your flight lands late then we will not apply the extra day charge unless you go over 3 hours in to the next day. We kindly ask if that you try and keep us informed as soon as you know of changes to your return date. By keeping us informed this will minimise any waiting time on your return. Where at all possible, we ask that you provide us with your revised flight information that way we can keep abreast of your landing times etc.
There are a number of ways to request a copy of your booking confirmation.
If you booked online, simply by logging onto your account, you can request a duplicate email or print a copy. If you booked with one of our specialists over the phone please call us back and request a duplicate confirmation. We also have online operatives who can help you if you prefer using our online chat facility via our website.
All VAT receipts are attached to our booking confirmations as a PDF for your ease.
If you would like a copy, please make contact with us, either by telephone or by logging onto your account and requesting one.
If you booked through one of our booking agents, then you will have to request a VAT receipt from them, as they will have taken your payment. Please be aware that some agents may not be registered for VAT. We cannot provide receipts for payments we have not taken from you directly.
Arrival procedures differ for each product at each airport. Each time you book, you will receive a booking confirmation which includes full directions and instructions to follow prior to arrival and when you arrive at the meeting point relevant to the airport you have booked for. If you need further assistance prior to travel please call our friendly booking staff, who can provide further information and assistance. If you need further help on the day of travel, then please call the phone number on your arrival instructions section of your booking confirmation.
Yes – for our Meet & greet service, in order for us to drive and to park your car safely and securely we will need to have your keys while your car is in our care. If you have booked our Park & Ride service at selected airports we will still need to have your keys as we park the car for you in our car park. Keys are tagged with our unique barcode and are kept in a secure key room away from cars. For security, keys are only removed from our secure key rooms and with our drivers whilst cars are being driven or parked.
Ace Parking hold many accreditations including the ‘Park Mark’ Safer Parking award which is given to companies who can demonstrate that their car parks have been vetted by the Police and have security measures in place in order to create a safer environment for both you and your vehicle.
We take security very seriously. Whilst your car is in our care, it is our responsibility to keep it safe and secure at all times. Rest assured that all our car parks are hard standing, fenced, lit and are manned throughout the day. Most are manned 24 hours hours but those that are not manned are patrolled regularly by our dedicated security team during these times. We also have CCTV.
Cars are parked in our secure car parks near to the airport you are flying from. Your car will only be driven to, from and within our secure car parks. Where necessary cars may be moved from one secure car park to another.