Information you provide
When you request or book a journey, we may receive your name, email address, passenger contact number, pickup and destination details, travel date and time, passenger and luggage information, flight number, terminal, notes, booking reference and booking status.
How we use it
We use these details to calculate and confirm your fare, arrange the vehicle and meeting point, contact you about your pickup, monitor an arriving flight when you provide its number, send booking information, answer support requests, prevent misuse and keep the records needed for payment and accounting.
Payments and address search
Online payment is handled through SumUp. London Arrival uses the payment result and booking reference to confirm your journey; full card details are handled by the payment provider rather than stored in the booking record.
The booking form uses Postcodes.io to verify UK postcodes and Google Maps services for address suggestions, selected place details and road-route calculation. These services receive the search or location information needed to return those results.
The reviews section retrieves public reviews, reviewer names, ratings and source links from Google for the London Arrival business listing. Opening a Google review or profile takes you to Google, where its privacy terms apply.
Messages and sharing
If you contact us by WhatsApp, phone or email, we use the details in that conversation to respond and support your journey. We share booking information only with the people and service providers needed to provide the transfer, process payment, support address search, meet legal obligations or protect the service.
London Arrival counts anonymous booking-form steps, including quote starts, vehicle and passenger-detail views, checkout starts and validation or service-error counts, to understand where the service can be improved. A small sample of visits may also be grouped into fast or slow Core Web Vitals bands. These counts do not include your name, email, journey, postcode, booking reference or page URL.
When additional performance measurement is enabled, London Arrival may also use privacy-focused Cloudflare Web Analytics to understand page speed and general site usage without using the booking details you enter. The booking form itself does not send your journey, name or email to analytics.
Optional booking-source measurement
Optional measurement is off by default. If you enable it in the measurement preferences at the bottom of the page, this tab remembers a traffic category and the public page where you enabled measurement. We attach these to a new booking to report paid bookings and revenue by source. We do not retain referring URLs, search terms, advertising identifiers or URL query strings for this purpose. The preference uses session storage and can be switched off before booking; switching it off does not remove information already attached to an earlier booking. Booking and payment work without opting in.
Who can access booking details
Access to booking records is restricted to authorised team members who need the details to arrange or support your journey.
Keeping information
We keep booking and payment records for the time needed to provide the service, resolve disputes and meet accounting or legal requirements. Support messages are kept while needed to deal with the request. We do not use booking details for unrelated marketing without an appropriate lawful basis. Ask us if you need the retention period that applies to a particular record.
Your information rights
You can ask for a copy of personal information we hold about you, ask us to correct inaccurate information, or ask us to delete or restrict its use where the law allows. You may also object to some uses of your information. To make a request, email bookings@londonarrival.co.uk or call +44 7400 001716. We may need to verify that the booking is yours before sharing its details.
If you are unhappy with our response to a privacy concern, you can complain to the Information Commissioner’s Office.