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I have to rebook my flights; can I cancel my booking?

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.

Please note that as per our terms and conditions: 2.4 For the purposes of conditions 1 and 2, the parking period begins at one-minute past midnight on the day prior to the first day of the parking period.

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.

You can manage your booking online by clicking here.

If you have been affected by the collapse of Thomas Cook and we have not answered your question, please email your query to customerservices@aph.com adding your booking reference number, your date of departure and ‘Thomas Cook’ in the subject line.

Will I be charged extra if I return later than planned from my holiday?

Don’t worry if your return flight is delayed, most carparks are well aware of the current situation and are baring 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 carpark please call the carpark directly.

If you have been affected by the collapse of Thomas Cook and we have not answered your question, please email your query to customerservices@aph.com adding your booking reference number, your date of departure and ‘Thomas Cook’ in the subject line.

Am I able to amend my booking to travel from another airport?

We are not able to amend bookings to different carparks at different airports. You will have to cancel your existing booking and rebook at the new departure airport.

If you wish to cancel your booking, standard terms and conditions apply: 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.

Please note that as per our terms and conditions: 2.4 For the purposes of conditions 1 and 2, the parking period begins at one-minute past midnight on the day prior to the first day of the parking period.

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.

You can manage your booking online by clicking here.

If you have been affected by the collapse of Thomas Cook and we have not answered your question, please email your query to customerservices@aph.com adding your booking reference number, your date of departure and ‘Thomas Cook’ in the subject line.

Am I able to get a refund for my booking which has been affected by the Thomas Cook collapse?

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.

Please note that as per our terms and conditions: 2.4 For the purposes of conditions 1 and 2, the parking period begins at one-minute past midnight on the day prior to the first day of the parking period.

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.

You can manage your booking online by clicking here.

If you have been affected by the collapse of Thomas Cook and we have not answered your question, please email your query to customerservices@aph.com adding your booking reference number, your date of departure and ‘Thomas Cook’ in the subject line.

Am I able to amend the dates of my booking which has been affected by the Thomas Cook collapse?

If you have a flexible booking and give at least 24 hours’ notice of any changes before the parking period commences you will be able to amend your booking.

If you change the dates and times of your bookings please bear in mind that this may incur a charge.

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.

You can manage your booking online by clicking here.

If you have been affected by the collapse of Thomas Cook and we have not answered your question, please email your query to customerservices@aph.com adding your booking reference number, your date of departure and ‘Thomas Cook’ in the subject line.

I have emailed customerservices@aph.com and not yet had a response, what should I do?

Thank you for your email. We are currently working through a very high number of emails and anticipate response times to be as long as 3 – 4 days. If your email is regarding a booking in the future, you may be able to manage your booking online by visiting our website here If this is not possible or you are travelling in the next few days and your email is urgent, please call our contact centre on 01342 859680. Please expect a wait time between 10-20 minutes.

For my return time when making a booking, should I give my landing time or estimated pick up time?

When making your parking booking, we suggest that you provide your flight landing time. When you make a booking with APH we ask for your inbound flight number, if you have it, as most car parks will monitor your flight to ensure your vehicle will be ready upon your return. Carparks know how long it usually takes for you to return to collect your car once your flight has landed so you don’t have to guess.

If you are not certain of your flight landing time when you are ready to make your parking booking don’t worry, you can provide us with an approximation and then simply update it before you travel using our Manage my Booking function.

I am unhappy with the service provided, how can I make a complaint?

We are sorry to hear that you would like to make a complaint. If you wish to do so, you can simply follow our complaints procedure which can be found below.

Before your trip: If you are not happy with the service you have received before or after making a booking with us then please contact us on customerservices@aph.com.

Damage complaint: It is very difficult for car parks to process any claim for damage once the car has left the site and been driven on the public highways so please make sure that you check your car when you return. If you do notice damage to your vehicle and believe it was sustained in the car park you should immediately let a member of staff know. They can then fill out the relevant paperwork, take images of the damage before you leave and pass this over to the on-site team to investigate.

Claims for damage reported after leaving will not be considered.

This does not apply to cars parking in carparks situated at Hotels, on-airport car parks and any car parks where you are not required to leave your keys, as cars are parked at the owner's risk. 

Service complaint: If once you have started your trip you are unhappy with the service we recommend you contact your service provider directly. This can be done by using the contact details provided on your confirmation. If you cannot locate the contact details of your carpark APH will be happy to help provide these to you again, however, if you used a third-party carpark, unfortunately, we cannot resolve your issue on their behalf.

Can I cancel or amend a non-flex, super saver or advanced purchase?

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.

How much time should I allow for dropping off my car and getting to the Airport?

As a rule of thumb, if the car park you have booked includes transfer to the airport, you should plan to get  to the car park at least 30 minutes before you want to arrive at the airport to allow for check-in and transfers, however transfer times do vary and you should check your confirmation carefully to ensure you leave sufficient time. If you have booked a car park which is located within walking distance, or you have booked a Meet & Greet service then you do not need to allow as much time.

On your confirmation, you will have the full information regarding the arrival procedure and how long it takes to get to the airport from your chosen carpark. Make sure you read this before setting off and plan accordingly, as we would not like you to miss your flight.

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