General service questions
Do your car parks have any height restrictions?
Heathrow Airport has a maximum height restriction of 7’6’’.
Information on vehicle height restrictions for car parks at other airports can be found on the 'more infomation' section of the product you are interested in booking. This information will also be shown at the time of booking.
Is it possible to be dropped off at one terminal and be picked up from another?
Yes, you will have the opportunity to provide this information when making your booking.
Should you need to make any amendments to your booking, please email email@example.com quoting your booking reference number.
What is the procedure if I want someone else to collect my vehicle?
You will need to complete a vehicle release form.
If you have a Meet and Greet service or need to arrange for this before your trip or whilst you are abroad, you can email firstname.lastname@example.org and we will supply you with a copy of the Vehicle Release Form via email. The Vehicle Release Form must then be completed and sent back to us so that we can deal with your instructions.
How do I get to the car park?
Directions to each of our car parks can be found in the Airport information section. Simply choose your airport from the menu, and then click on the 'map and directions' tab. This is also shown in the 'more information' section for the product you are considering purchasing and again on your booking confirmation email.
What are your opening hours?
Our car parks are open 365 days a year and operate in accordance with the airport’s flight schedule. As long as flights are running, the car parks will be open to meet your needs. Our car parks are closed during the night.
If departing from Heathrow, our Handover Captains are at their desks from 05.00 ever day (04.30 at terminal 1).
What security accreditations do you have?
Purple Parking holds the ‘Park Mark’ Safer Parking award which is accredited to secure car parks that 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.
How is the car compound secured?
The security of your vehicle whilst it is in our care is of paramount importance. Our secure outdoor compound has CCTV; floodlighting; entry gates; barriers and is manned 24 hours a day.
What happens if my car breaks down/battery goes flat?
If you have a problem with your vehicle please notify any member of our staff. In the event of a flat battery, we have battery packs and our staff will be happy to assist you with getting the battery working again. If your vehicle cannot be started at all we will happily assist you to contact your breakdown operator.
What happens if my car is damaged in the car park?
Please check your vehicle before leaving the car park as claims cannot be considered once vehicles have left the premises. Should your vehicle have suffered damage whilst in our care, please immediately notify the Duty Manager. In the event that the damage has been caused through negligence on our part we will undertake to make the repairs to your vehicle in a manner which restores it to the condition in which it arrived at the car park. Please refer to our Terms & Conditions for information regarding damage to glass and tyres.
Can I get a refund if my holiday gets cut short?
As we are unable to re-book the space that has been reserved for your vehicle for the duration of your booking, we cannot refund the airport parking booking fee.
However, in some exceptional circumstances we may consider a partial refund of the fee.
What happens if I lose my return ticket?
If you lose your return ticket, please call us as soon as you can after landing to advise us of the situation. Please have your vehicle registration to hand in order for us to locate your booking on our system. You may also be asked for proof of identification when the chauffeur arrives in order to release your vehicle to you.
Park and Ride
Do you provide car seats for children on your buses?
Unfortunately, we are unable to supply car seats for children on our transfer buses. However, at your own discretion, you may seat the child on your lap and use the main seatbelt provided for both of you.
What if my plane is delayed or cancelled?
If your return flight is delayed, please inform us by giving us a call on the number supplied on your return instructions. This number was supplied to you upon your arrival at the car park. Please inform us immediately if your flight is cancelled.
How long will I need to wait at the airport to be picked up?
Our bus service runs on demand and we will endeavour to pick you up as soon as possible. Please bear in mind that traffic conditions and other external factors beyond our control may impact how quickly we are able to collect you from the airport terminal.
Can I add additional passengers to the Park & Ride service once I have made my booking?
Purple Parking needs to be aware of how many passengers will be in your vehicle if you have booked a Park and Ride product. This information will be requested from you at the time of booking. If the number of passengers changes and you need to amend your booking, please email email@example.com quoting your booking reference number.
Should you need to book in or add additional passengers at the last minute then it is possible to do this at the check-in kiosk of your chosen car park on your day of travel.
What happens if I am running late for my flight?
Upon arriving at our car park, please let the Duty Manager know that you are running late and they will do their best to get you on a bus to the Terminal as soon as possible.
Do you account for traffic between the airport and car park at peak times?
Yes. However, to ensure a stress-free day of travel, we recommend you arrive at our car park at least 45 minutes before your airport check in time.
How will I be collected from the airport?
You will be collected from the airport by one of our Park and Ride transfer buses. You will need to call us on our free phone number shortly after landing to advise us that you have returned. This number, along with full return instructions, will be provided upon your arrival at our car park.
Meet and Greet
How will you know when my return flight has landed?
Please call us on the number supplied with your car park return instructions as soon as possible after your flight lands so that we can dispatch a chauffeur with your car to the airport.
What if my flight is delayed?
We monitor all Heathrow flight arrivals on a Heathrow Flight Information System. Once you have landed, please call us as normal. If you are landing at an airport other than Heathrow, the procedure for delay can be found in your booking confirmation email. Please note that long delays may result in additional car park charges.
How long will I need to wait for my car to be delivered?
Once you have called to confirm that you have landed we will dispatch our chauffeur with your car from the car park as soon as possible. Our aim is for your car to be waiting for you by the time you have cleared the terminal. However, road traffic and other external circumstances outside of our control could result in a delay.
What happens if the driver damages my car?
Please check your car before leaving the terminal. Claims cannot be considered once vehicles have left the airport, having been returned by the Purple Parking chauffeur to its owner. Should your vehicle have suffered damage whilst in our care, please immediately inform the chauffeur who will report the matter to the Duty Manager. In the event that the damage has been caused through negligence on our part we will undertake to make the repairs to your vehicle in a manner which restores it to the condition in which it arrived in our care. Please refer to our Terms & Conditions for information regarding damage to glass and tyres.
What happens if I am late for my meet time and do not inform you?
If you are more than 15 minutes late for your meet time without providing us with at least 30 minutes notice of your booked arrival time, your chauffeur will leave the airport and you will be charged a £25.00 No-Show fee. Please be aware that there may then be a delay in dispatching another chauffeur to you.
Is it possible to make a direct booking at the terminal?
It is advisable to book your parking product in advance of your scheduled day of departure. A Park and Ride booking can be made directly at the terminal. All Meet & Greet products must be booked in advance.
I have found your product cheaper on another website.
Purple Parking is committed to offering you the cheapest price and we promise to match the price if you find any of our services offered cheaper elsewhere. The product must be exactly the same, so please check carefully.
If you find our product on offer cheaper elsewhere, please call us first to make us aware of the issue and then email us a screenshot of the price at firstname.lastname@example.org.
Can I make amendments to my booking?
Making amendments to your booking is very simple. Please email email@example.com, quoting your reference number, and detailing the changes you need to make. You will receive confirmation of these amendments by email once your request has been processed.
Whenever possible, we will do our best to amend bookings, unless the product you have purchased with Purple Parking is non-amendable. This information is displayed during the booking process and can be found on your booking confirmation.
What is your cancellation policy?
Our cancellation policy varies across our products and airports.
For Heathrow: If you have booked a Park and Ride product at Heathrow, cancellation is possible up to 24 hours before the time of your scheduled booking.
If you have booked a Meet and Greet product at Heathrow, cancellation is possible up to 1 hour before the time of your scheduled booking.
All other airports: For both Park and Ride and Meet and Greet products, cancellation is possible up to 24 hours before the time of scheduled departure. However, some of our products may be non-cancellable. This information is provided during the booking process and is stated on your booking confirmation.
After giving my credit card details and pressing Confirm, I lost my connection to your website and/or received a system error. How can I check if my booking was successful?
If your booking was successful, you should receive a confirmation email shortly after your booking is confirmed. If you do not receive an email, you can check whether your booking was successful by returning to our homepage:
- Click on the ‘My Parking’ option
- Enter your surname and car registration.
- Ensure you enter your details in the same way as you entered them when making the booking.
If your booking was successful, a summary line will appear. By clicking on the reference number of the booking, you can generate a confirmation page to print.
If a summary line for your booking does not appear then your booking either did not complete or in extreme circumstances, only partially completed. Contact our friendly reservations staff on 0845 450 0808 who will be able to put your mind at ease and, if required, complete your booking over the phone.
Will I receive an email confirmation of my booking?
An email confirmation will be sent to the email address provided when you made your booking. The email should arrive within a few minutes, though may take slightly longer during busier periods. If your email address contained any inaccuracies or typos then the email will fail to deliver.
Can I upgrade my booking to a Meet and Greet service?
You can upgrade your Park and Ride booking to a Meet and Greet service at any time, either before your pre-booked meet date or even on-route to the airport. However, please be aware that there may be some delay in sending the chauffeur to the airport if you upgrade at short notice, as we will not be able to guarantee the arrival time of the chauffeur.
How secure is the website?
All details are stored on a secure server and whenever we require sensitive data from you we use Secure Sockets Layer (SSL) technology which secures your data by encrypting it. Like many e-commerce sites we have been validated by Verisign.