FAQ

Don’t worry if your return flight is delayed, most car parks are well aware of the current situation and are bearing this in mind. If you are going to be delayed for an extended period then it is worth contacting your Car Park directly on the number provided on your confirmation or receipt given at check-in.

All additional fees for delayed returns are payable directly to the service provider and rates will vary. If you require further information on overstay charges please contact your parking service provider on the number given on your confirmation. It is important for you to also remember that a parking booking cannot be extended with us once the booking has started, for any queries regarding extra time and charges at your car park please call the car park directly.

If you have booked an APH operated car park at Gatwick, Manchester or Birmingham and the homeward journey is delayed during this unprecedented crisis, we will permit friends or family to collect your car to avoid overstay charges. We’d rather waive these fees altogether, but the extent of the crisis is such that we have to stand by our T&C’s to ensure the future of APH and the livelihoods of our staff. We hope you will understand.

To do this, please contact the APH car park directly using the details given at check-in and let them know the contact number and email address of the person collecting. Please then ensure that your friend or family member knows your booking reference and brings a valid passport or driving licence for identification.

We apologise if you have not yet received a reply to your email. Don't worry, you do not need to email us again. As we are currently experiencing a high volume of emails, it might take us a little longer than usual to get back to you, so please bear with us as we work as quickly as possible to respond.

If you change your car, that is not a problem! We recommend that you make us aware of this change before you arrive at your carpark. You can do this by visiting Manage My Booking online and making the change to your Car Details.

To update your details:

1. Visit Manage My Booking

2. Enter your booking reference and email address

3. Go to the Car Details section and enter your new vehicle information

This ensures your car is recognised on arrival so you can park without delay and begin your journey more smoothly.

If You Change Your Car at the Last Minute

If you are unable to update your car details before arriving:

• For Park and Ride bookings
  Allow a little extra time when arriving
  Let the receptionist know or press the intercom at the car park barrier for assistance

• For Meet and Greet bookings
  Call your Meet and Greet provider using the number on your booking confirmation
  Inform them of the new car so they know what to expect

There is no need to create a new booking if your vehicle changes. Just update your details online or notify staff on arrival.

View All Past, Upcoming and Cancelled Bookings in Your Dashboard

Yes, when you are logged into your myAPH account, you can view your full booking history, including:

• Upcoming bookings

• Completed bookings

• Cancelled bookings

To access your booking history:

1. Log in to your account at www.aph.com

2. Go to your Dashboard

3. Select the myBookings section

4. All of your previous and current bookings will be displayed

This feature allows you to easily track your travel history, rebook previous services, or confirm past travel details.

If you have a flexible booking and give at least 24 hours’ notice of cancellation before the parking period commences you will be able to cancel your booking and get a refund. You can also amend your booking to an alternative date.

If you were unable to use your booking due to unforeseen circumstances, whether you are eligible for a refund depends on the type of booking you made and the notice given before the start of your booking.

Flexible Bookings

You can receive a full refund if you:

• Cancel at least 24 hours before the parking period begins

• The parking period is defined as starting at 12.01am on the day before your scheduled arrival

Example:
If your parking starts on 3 July, you must cancel by 11.59pm on 1 July to be eligible for a refund

You can also amend your booking to a different date instead of cancelling

Semi Flexible Bookings

To qualify for a refund, you must cancel more than 72 hours before the start time of your booking

Super Flexible Bookings

These can be cancelled at any time up until the actual start time of your booking for a full refund

If You Booked Through a Travel Agent

If you made your booking through a third party travel agent, you must cancel directly with them. APH cannot process cancellations or refunds for bookings made outside our platform

Terms and Conditions

For full cancellation and refund policies, visit:
www.aph.com/terms-and-conditions.html

Unfortunately, Non-Flexible, Supersaver or Advanced Purchase bookings simply cannot be amended/cancelled because they are offered at a discounted rate off the standard price. The discounted rate is ideal for customers whose plans are definite with little chance that they will need to make a change.

However, if you feel your plans are likely to change, we highly recommend booking a fully flexible option at a slightly higher rate, it is often only a few pounds more expensive and could save you money in the long run.

All Amendments Must Be Made Through Your Travel Agent

If you made your booking through a travel agent, APH is unable to make changes or updates directly. This includes changes to:

• Travel dates or times

• Passenger details

• Vehicle information

• Booking cancellations or extensions

All modifications must be arranged directly through the travel agent that completed your original booking.

Why APH Cannot Make Changes

When a booking is placed via a travel agent, the contract and booking management are handled by the agent. APH does not have access to amend or override third-party travel agent bookings.

APH does not offer refunds for unused parking days if you return early, but we can provide a letter to support an insurance claim.

If you return from your trip earlier than planned, you will not be eligible for a partial refund for the unused days of your parking or hotel stay. This policy applies regardless of the reason for your early return.

What you can do instead:

• Request an insurance support letter to assist with a claim through your travel insurance provider.

How to request a letter:

• Email: customerservices@aph.com

• Include:

  • Your full name

  • Booking reference number

  • A request for an insurance letter stating your early return

This document may help you recover costs through your insurer if your policy covers unused travel services.

Yes, APH can provide an insurance support letter to assist with your travel insurance claim — simply email your booking details.

If you're making a claim through your travel insurance provider and require supporting documentation for your parking or hotel booking, APH can issue a letter confirming your booking and relevant details.

How to request an insurance letter:

• Email: customerservices@aph.com

• Include:

  • Your full name

  • Booking reference number

  • Dates of travel

  • A clear request stating you need an insurance support letter

Once we receive your request, a member of our team will prepare and send the letter to assist with your insurance claim.