Frequently Asked Questions
Frequently Asked Questions
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 and we do not want to disappoint anyone. If you have not booked however you can purchase tickets on the day providing there is availability on the coach. Click here to book now.
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)
If travelling in a group, can passengers’ board at different stops e.g. Altnagelvin and Claudy?
Yes, but again, this can’t be booked in such detail, so if you have passengers getting on at different places, book the seats for the FIRST pickup (for example, Altnagelvin) and in the comments section add the additional stops (for example, “one passenger getting on at Claudy”)
Can I stop a bus and get off between stops?
Buses can only pick up and set down passengers at marked bus stops.
You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop such as traffic lights and road works etc.
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).
Where does the coach leave from at the Belfast City airport?
Super easy – exit the George Best Belfast City airport and go straight across the pedestrian crossing and you’ll find us parked to the left of the taxis.
Does Airporter have a service operating between the two airports?
Yes, though by default. Our scheduled service connects both the George Best Belfast City airport AND the Belfast International Airport to Derry/Londonderry, so by default we also offer a connecting service between the airports and we always have seats available. These seats cost just £10.00 per person can be booked at the Belfast Welcome desk at either airport or purchased from the driver. Click here to see our fares.
Do I need to print my ticket?
It’s not necessary to have a printed copy of your ticket (though the truth is, our customers often feel more confident travelling with one, particularly on the journey FROM the airports). 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 purchase my ticket at the airports?
There are a number of ways to purchase Airporter tickets: The best way to book is online using our secure booking system, and it’s always best to purchase your tickets online before you travel. You can also book with our Customer Service Team – over the phone – and pay by cash or by card. If you arrive at the airport and you haven’t booked a seat, you can either purchase tickets (single or return) from the Belfast Welcome centre, located in the arrivals area of both Belfast International and George Best Belfast City airport. If you wait to purchase your ticket from the Airporter driver, you can only purchase a single fare and the driver will only be able to accept cash.
Can I pay cash to the driver?
Drivers can only take cash for a one-way journey. This is however subject to availability and pre booking is always advised.
Do you have a reduced child fare?
All child fares under 16 are half the adult fare and must be booked with an adult. All Airporter passengers must have their own seat, including infants. Please book the exact number of passengers that are travelling in your party, including infants.
Airporter has a small number of car seats available for loan, but we strongly recommend you bring your own car seat to ensure you have a seat suitable for your child’s age and weight. 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.
Travelling with Infants
All Airporter passengers must have their own seat, including infants. Please book the exact number of passengers that are travelling in your party, including infants. All child fares (under 16) are half the adult fare and must be booked with an adult.
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.
We have the following car seats available for use on our coaches:
Booster Cushion
Group 3
22 – 36 kg (48 – 79 lbs) and 125cm or taller
Recommended for age 6-11 years.
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.
Details of the departure times from Derry ~ Londonderry to Belfast International Airport, the bus to Belfast City Airport and bus departures from the Belfast Airports to Derry ~ Londonderry can be found there.
To book a seat, click here to book now.
What are your office opening hours?
Mon – Fri – 8am – 6pm
Sat – 8am – 3:30pm
Sun – 10:30am – 6pm
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?
Usually, yes but hot drinks should be in a suitable travel container such as a flask or takeaway coffee cup with a lid.
Alcohol is strictly forbidden at all times on any vehicle. Please be considerate and avoid eating and drinking items (such as strong smelling foods) which other customers may find unpleasant.
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. Please be advised that there are toilet facilities at our headquarters.
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 two Belfast Airports.
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.
What do I do if my flight is too late for last coach or too early for first coach?
You have several options for this one; the one that most people choose is to use our Award Winning private transport which was designed to accommodate one leg of the journey by schedule service and the other leg of the journey by private coach bus (depending on the size of your group). You make all your arrangements with us, we book everything for you and you can choose your private transfer at whatever time you choose, and will be automatically adjusted if your flight is delayed. So for example, let’s say you have an outgoing flight at 3:00pm but the return flight isn’t in until 1:00am – you could take the 11:30am Airporter coach departure on the way out, and we’ll arrange a private transfer to pick you up after your holiday at 1:00am. The cost depends on the size of your group, so give us a shout for more details.
Is there car parking available?
Yes, there is car parking available in the Foyleside Shopping Centre Multi-story Car Park.