Customer Support & Complaints Policy

Last updated: 22 August 2026

This policy explains who customers should contact when something goes wrong with airport parking, a hotel or a flight booked through A2Z Airport Parking.

A2Z Airport Parking is operated by A2Z Airport Parking Ltd, a company registered in England and Wales (company number 10693802).

Registered office:
390 London Road, Mitcham, England, CR4 4EA

A2Z Airport Parking Ltd acts as a UK travel comparison platform and booking agent. We help customers compare and book airport parking with third-party parking providers, and hotel stays and flights fulfilled by travel partners. We do not own or operate car parks, hotels or airlines.

Airport parking, hotels and flights are separate bookings. The correct support route can vary by booking. Please quote the booking reference for the product you need help with.

1. Purpose

A2Z aims to make it clear who customers should contact when something goes wrong with airport parking, a hotel or a flight.

Because different travel services may be provided by different suppliers, the correct support route can vary by booking.

2. Airport parking support

For issues concerning an A2Z airport parking booking, use the A2Z support contact details shown in your parking confirmation. You can also use Manage Booking or our support desk.

Parking matters include:

parking booking amendments;
parking cancellations;
arrival procedures;
vehicle collection/return;
parking operator issues.

Vehicle collection, storage, shuttle and return are provided by the parking operator. Report on-site problems to the operator immediately as well as to A2Z. Where practical, parking service complaints should be lodged within 24 hours of return to the UK.

3. Hotel support

For a hotel booking, first check the support instructions and supplier details in the hotel confirmation.

If the issue concerns the accommodation while you are staying there, report it to the hotel promptly so the hotel has an opportunity to resolve it.

Examples include:

room allocation;
cleanliness;
facilities;
check-in;
maintenance;
hotel service.

Where appropriate, A2Z may help route a request to the relevant travel partner, but the accommodation provider is responsible for delivery of the accommodation service.

4. Flight support

For a flight booking, follow the servicing instructions in the flight confirmation.

Flight matters may be handled by the travel partner, ticketing supplier or airline depending on the stage of travel and nature of the request.

Close to departure, particularly after airline check-in opens, urgent operational matters may need to be dealt with directly by the airline.

5. Complaints about A2Z

If your complaint concerns A2Z's own website, booking interface, information supplied directly by A2Z, payment handling by A2Z, or customer service, contact:

Email: Email us
Telephone: 0333 5678 678
Postal address: A2Z Airport Parking Ltd
390 London Road
Mitcham
England
CR4 4EA

You can also use our support desk or contact page. Office hours: Monday – Friday 9:00am – 5:00pm; Bank holidays — Closed; Christmas Day — Closed; Boxing Day — Closed; New Year's Day — Closed.

Please include:

your booking reference;
your full name;
a clear description of the issue;
relevant dates;
copies of useful correspondence or evidence.

6. Complaints about a hotel, airline or supplier

Where the complaint concerns the actual performance of a hotel, airline or other independent supplier, that supplier will normally be responsible for investigating the operational issue.

A2Z may assist with routing or escalating the complaint where appropriate, but cannot guarantee the supplier's decision.

7. Response handling

A2Z will acknowledge complaints as soon as reasonably practicable and aims to provide a substantive response within 14 days where the matter is within A2Z's control.

Complex matters involving a third-party supplier can take longer. If so, we will aim to keep you informed.

8. Evidence

Customers should retain:

booking confirmations;
receipts;
supplier correspondence;
photographs where relevant;
proof of additional reasonable costs where a reimbursement claim is being made.

9. Statutory rights

Nothing in this policy limits any rights a customer has under applicable consumer or travel law.

If we cannot resolve your complaint, you may contact the UK Information Commissioner's Office about a privacy matter (ico.org.uk), or use any statutory consumer-enforcement or alternative-dispute route that applies to your booking.

Customer Support & Complaints Policy