Frequently Asked Questions

Frequently Asked Questions

Covid-19 travel disruption

If you had a ticket booked with Airporter for travel between 21st March and 19th July while services were suspended, we are happy to rebook your journey at no additional cost. Please contact our customer services team by email at info@airporter.co.uk with your confirmation number.

Do I have to book Airporter?

The best advice is YES. Passengers travelling to and from the Airport want to know that there seat are guaranteed. We no longer accept cash on board, so please book online here.

Where does the bus leave from in Derry/Londonderry?

The coaches all depart from and arrive at the Foyleside Shopping Centre Coach Park on Foyle Street, this is marked on the booking system as Foyleside Shopping Centre – Coach Park. The postcode is BT48 6AT. You can find out more information about our location here. This new pick up point is in a central location within the City and provides ease of access to onward travel and to City Centre hotels and accommodation.

Where does the bus stop?

Bookings can be made to and from the following bus stops:

  • The Foyleside Coach Park, Derry~Londonderry, BT48 6AT. More info about our location can be found here
  • Altnagelvin, Glenshane Road (at the Translink bus stop before the traffic lights at the Hospital)
  • Claudy Crossroads (Translink Bus Stop)
  • Dungiven (in the lay by beside the primary school – Translink Bus Stop)
  • Maghera Flyover (on the main road, opposite the park & ride – Translink Bus Stop)

Click here to make a booking now.

Is there car parking available?

Yes, there is ample car parking available in the Foyleside Shopping Centre car park and there is a special discounted rate for Airporter customers. See our car parking page for more details.

Where does the coach leave from at the Belfast International Airport?

The coach at the International Airport departs AND arrives at a bus stop opposite the entrance door. Here’s how we explain the location if you have arrived at the airport and are departing the International airport: Go out the exit doors and cross the pedestrian crossing. You’ll find yourself on a long pedestrian island; turn left and walk up the pedestrian island to where you’ll find two large bus stops. This is where you’ll find our Airporter coaches and the Translink buses (and timetables for both).

Do I need to print my ticket?

It’s not necessary to have a printed copy of your ticket Whether you book by phone or online you will be issued with a CONFIRMATION number (or REFERENCE number, both mean the same thing) and this number is all you need as proof of booking and payment.

Can I pay cash to the driver?

As part of the changes to our procedures post Covid-19, we no longer accept cash. You can book online right up to the time that bus departs.

Are you travelling with children and infants?

All Airporter passengers must have their own seat, including infants and children. Please book the exact number of passengers that are travelling in your party, including infants and children.

If the correct number of passengers are not booked we cannot guarantee we will have additional capacity and the driver cannot carry any passengers that are not in a seat.

For the safety of your children we insist that all children use a car seat and it is your responsibility to provide an age appropriate seat. Airporter provides booster seats suitable for children not less than 3 years old.

Do you offer a discounted rate for students?

We do not have any specific student discount rates. However, passengers can avail of our frequent discounts offered online. These are advertised via our social media links and website.

I had problems making a booking/payment online. What should I do?

If your booking has been successful, you’ll receive a confirmation email within a few minutes.

If you have not received this within an hour of buying your ticket, please call our helpline on

+44 (0)28 7126 9996

Can I use my bus pass or travel card?

Airporter do not participate in any concessionary fare schemes.

This applies to all DfI Smartpasses (60+, 65+, ROI and half fare passes), Republic of Ireland Travel cards or UK bus passes.

For regular promotions and discounts please follow us on Facebook & Twitter

For full timetable information go to www.airporter.co.uk.

Can I amend the date or time of my ticket after purchase?

Tickets can be amended up to 24 hours prior to the travel date/time. Please be advised that some changes may incur extra charges. You can do this by calling our Customer Service Helpline on:

+44 (0)28 7126 9996

Can I cancel my Airporter ticket?

Cancellations must take place during office hours, 24 hours notice is required.

 

With Cancellation insurance a full refund will be applicable (less the cost of the insurance) for those who have not purchased the insurance a credit may be issued for the journey but not a refund. Once the journey has past, however, the tickets cannot be amended or refunded.

 

In the case of a partial cancellation i.e the cancellation of one leg of your journey, you will be refunded the difference in a one way & return journey (not half a return fare).

Where can I find bus departure information?

You can find our timetable by clicking here.

To book a seat, click here to book now.

What are your office opening hours?

Our Customer Service Team will be back in the office in a limited capacity from 6th July 2020, from Monday to Friday between 10am and 4pm if you require assistance. After services resume on Monday 20th July, office hours will be extended.

How much luggage can I carry?

To make sure all our customers are comfortable and safe, we limit the size, type and quantity of luggage/belongings that you bring on our buses.

Each passenger is permitted to carry one large suitcase and one hand luggage bag each.

If you require extra pieces of luggage you can purchase excess luggage with our customer support team by calling 02871269996. Each piece of extra luggage is charged at £10 per item. Please be advised that this cannot be booked online.

We reserve the right to refuse permission for you to bring any item on to our buses.

Can I bring sports equipment on the bus?

Unfortunately, we cannot carry golf clubs, surf boards, canoes, kayaks, bicycles (even those in a box) or any over sized sports or musical gear. Drivers will not be able to accommodate these items even if you have made a reservation. Please read our terms and conditions for more information.

Can I bring my pet on the bus?

Animals of any species are not permitted on any of our buses, either in the cabin with the passengers or in the storage compartment. Guide dogs and assistance dogs are allowed at all times.

Can I take food or drink on the bus?

As part of the changes to our post Covid-19 changes to procedures, all food and drink is prohibited on board with the exception of water

Can I use an E-Cig/vape on the bus?

Smoking and the use of electronic cigarettes are strictly forbidden at any time on our buses.

Do you have power sockets available on the bus?

Yes we are currently upgrading our fleet to luxury 16 seater vehicle’s all of these will be fitted with power points at specific seats As many of us now travel with i-phone, laptop, DVD players etc., and this is something we are asked for more frequently.

Is there a toilet on the bus?

Our buses do not have toilets on board. However, there are toilets in the Tourist Information Centre located beside the Airporter pick up point and on the ground floor of the Foyleside Shopping Centre.

What happens in the case of flight delays?

In the event of flight delays we are happy to find you a seat on the next available service at no extra charge, providing there is availability to do so. Equally, if you arrive earlier than scheduled we’ll be happy to find you a seat on an earlier service providing we have seats to do so. Its not necessary to contact the office, although if you do know well ahead of time that there is a delay it can make it easier to change the reservation. However, we will always defer to the driver at the airport who will know exactly what is available.

Why does the Airporter service not wait for passengers from flights that have been delayed?

Airporter is a government licensed, public transport provider. We hold what’s termed a stage carriage licence which permits Airporter to operate a scheduled timetable operation connecting Derry / Londonderry to the Belfast International Airport.

By law we must operate in accordance with the published scheduled times and our punctuality performance is of paramount importance throughout the operation. Our operation is audited annually by the government and our licence renewal process is a thorough analysis of existing operational performance.

We fully appreciate the stresses that our passengers are under and the impacts that making flights and delayed flights can have in their overall journey & transfer experience. In respect of this, over the past year months we  have increased our daily schedules to 30 departures per day.

It is an unfortunate event that can happen where passengers’ flights do get slightly delayed and has major impacts on their connecting transfers.

Will/Can the bus wait?

This is probably one of the hardest customer service decisions that we have to make on a daily basis. We know it only takes 10 seconds to miss a bus, and when you do miss it, you’re left feeling frustrated, very often tired and annoyed. But, we also have to guarantee – as best we can – the delivery of our timetable, so that when our passengers’ book, they know when they will arrive and depart.

Our rules are as follows: if we have passengers that are reserved, the driver will wait 60 seconds past the time of departure from the airport. We will then depart the airport with an empty seat or in some instances will reallocate your seat to passengers who have been delayed from previous services or who are present early from later services. However, we will always honour your booking on the next available service with available seats. If we are unable to do this we will issue a refund of your ticket.

Airporter departure times are strictly adhered to, so if you are booked to leave Derry/Londonderry at (for example) 0530, the coach departs at 0530 on the dot.

Can I book a private transfer if I want the bus only for my group?

Absolutely! Our 16-seater Mercedes coaches are available to book for a private transfer – to any airport – and you can do so with our Customer Service Team on 028 7126 9996. Prices will vary based on the airport and the number of pick up and drop off locations, but start at £150 per transfer between Belfast International and one pick-up or drop-off location in Derry/Londonderry. A private transfer can be booked for any time, day or night, and will wait for your flight even if you are delayed.

Derry~Londonderry to/from the Belfast Airports