Frequently Asked Questions

Who can use our Chauffeur-drive service?

Our airport transfers are available for anyone travelling to, from or between Heathrow, Gatwick, Stansted and Birmingham airports. Please note that bookings need to be made 48 hours in advance.

Our fleet

We operate a luxurious fleet of Mercedes-Benz vehicles. To find out more about each please click on the appropriate car image below:

The S-Class and V-Class vehicles are equipped with free Wi-Fi and all vehicles in our fleet are less than three years old.

Travelling to the airport?

If you are being picked up from any location other than an airport, we’ll call you to confirm the details of your airport transfer up to 48 hours prior to your scheduled pick-up time.

As soon as your driver arrives we’ll send you an SMS to let you know we're ready to take you to the airport.

Travelling from the airport?

We understand that planes can be delayed (and sometimes even early). To manage this uncertainty we monitor flights to ensure we're there when you need us. Please ensure you provide a mobile number that you will have with you when you land in the airport.

Once you've landed we will contact you on the number you’ve provided with the details of your driver who will be ready to collect you once you have picked up your luggage. Please ensure you provide a mobile number that you will have with you when you land in the airport. He or she will wait for you at the exit to the customs channel and will be holding a No.1 Traveller placard.

If for any reason you struggle to find your driver, or have any other queries regarding your trip, just call us on 08442 64 64 40.

Passenger and luggage capacities

We want to make sure everything fits! A summary of our fleet’s capacities is found below:

Model	Passengers	Large luggage	Hand luggage
E-Class Saloon	3/4*	2	2
E-Class Estate	3/4*	4	3
S-Class Saloon	3/4*	2	2
V-Class MPV	6	6	5

Large luggage dimensions:
68cm (Length) by 48cm (Width) by 29cm (Depth)

Hand luggage dimensions:
48cm (Length) by 38cm (Width) by 27cm (Depth)

* These cars have 4 seats, but for comfort and particularly on longer journeys, we recommend that you only travel with 3 passengers per vehicle. If the fourth is a child it is unlikely that space or comfort will be an issue.

Outsize luggage/Special requirements

Whilst we cannot commit to carrying every item of luggage that you might need to take to the airport, we always endeavour to meet your requirements. Any notes you make in the special instructions section will be considered by our team and we will advise you of any problems or changes that might need to be made to your booking. If you would like some clarification before making a booking, just call us on 08442 64 64 40 or email Enquiries@No1Traveller.com

Baby/Child booster seats

We can provide baby/child seats upon request, just note your requirement in the Special instructions field when completing your booking.

Wheelchair access

We can accommodate anyone travelling with a collapsible wheelchair, although this will need to stored be within the boot of your vehicle. Unfortunately we are unable, at present, to carry any passenger that needs to remain in their wheelchair throughout the duration of the journey.

What if your travel plans change?

If you need to make any alterations to your journey, just call us on 08442 64 64 40 and a member of our customer enquiries team will be able to assist you.

If you need to cancel your Chauffeur-drive booking, please call at least four hours in advance of your pick-up time for a full refund.

Heathrow Express

The e-ticket I bought has my name on it. Can I let someone else use it?

Yes, Heathrow Express e-tickets are fully transferrable

What time is the first train from Paddington?

The first train departs Paddington at 05:10, seven days a week. View the timetable

Can I use my Oyster Card or Freedom Pass?

Unfortunately not, as the Heathrow Express is not part of the Transport for London network.

Can I use my railcard?

You can use some railcards when purchasing tickets from the ticket office. You cannot use railcards when buying online or on board. Please see the Heathrow Express Railcards page for further details.

Can I use my ticket in either direction?

Yes, you can. Don’t worry if you’ve bought a ticket for the ‘wrong’ direction by mistake, it will still be valid.

How long does the journey take?

The Heathrow Express takes approximately 15minutes between London Paddington and Heathrow Airport.

Which terminal does the Heathrow Express go to?

The Heathrow Express stops at Terminals 1 & 3 and Terminal 5. To reach Terminal 4 you will need to change trains when you reach Terminals 1 & 3.

How do I know which terminal I am flying from?

You can find out which terminal you are flying from by visiting Heathrow's Which Terminal? page.

I’ve booked for the wrong date / my flight is delayed. Will my booking still be valid?

Yes, your booked ticket remains valid for three months so if your journey is delayed or postponed, or if you have booked an incorrect date, you will still be able to use your ticket.

I haven’t received my confirmation email. What do I do?

If it still hasn’t arrived after 12 hours, and isn’t in your junk mail folder, please email us.

How long does my ticket remain valid?

Single tickets are valid for three months
Return tickets are available for three months; once you make the outbound journey, the return is valid for one calendar month

How can I claim a refund?

You cannot refund Heathrow Express tickets purchased through No.1 Traveller.

Where can I get travel assistance?

At Heathrow
If you need assistance for reasons of disability or mobility, please view the Heathrow Express Accessibility page.
If you think you’ll need further help, the Heathrow Express Customer Relations will be happy to help - call +44 (0)845 600 1515. To find out about available help at the airport, visit heathrow.com/prm
If you simply need help with luggage, No.1 Traveller can arrange for an Airport Concierge to help you through the airport. For more information please call on 08442 646440 or visit our VIP Departure Service page.
At Paddington
To get help around the station, speak to a member of staff, use one of the yellow help phones or call reception on +44 (0)20 7922 6793 - you can book assistance using this number too. Reception is located on Platform 1. Opening times are 07:00 to 22:00 Monday to Friday and 08:00 to 20:00 Saturday and Sunday.

Gatwick Express

How do I know which terminal to go to?

You can find out which terminal you are flying from by visiting Gatwick's Which Terminal? page.

What time is the first train?

The first train departs from London Victoria to Gatwick Airport at 03.30am and from Gatwick Airport to London Victoria at 04.35am. View the timetable.

Can I use a railcard/Freedom Pass/Oyster card when booking through No.1 Traveller?

You can use some railcards when purchasing tickets from the ticket office. You cannot use Freedom Passes or Oyster cards.

How long does the journey take?

The journey on the Gatwick Express takes approximately 30 minutes.

I’ve booked for the wrong date / my flight is delayed. Can I amend my booking?

Tickets cannot be amended or refunded through No.1 Traveller. In order to make any changes to your ticket please call Gatwick Express on +44 (0) 8458501530.

How long does my ticket remain valid?

There’s more flexibility with using tickets onboard, when you buy online.
For print at home or mobile ticket Gatwick Express will allow travel for 30 days from the start date of the ticket and are only valid on Gatwick Express services.

I haven’t received my confirmation email. What do I do?

If it still hasn’t arrived after 12 hours, and isn’t in your junk mail folder, please email us.

How can I claim a refund?

You cannot refund Gatwick Express tickets purchased through No.1 Traveller.

Where can I get travel assistance?

At Gatwick
If you need assistance for reasons of disability or mobility, please view the Gatwick Express Accessibility page.
If you think you’ll need further help, the Gatwick Express Customer Relations will be happy to help - call +44 (0)800 138 1016. For help on arrival in Gatwick Airport please contact Gatwick Airport directly through the following site: gatwickairport.com/prm/.
If you simply need help with luggage, No.1 Traveller can arrange for an Airport Concierge to help you through the airport. For more information please call on 08442 646440 or visit our VIP Departure Service page.
At Victoria
To get help around the station, speak to a member of Gatwick Express staff by calling + 44 (0)845 850 1530.

Stansted Express

How do I know where to check in?

All check in desks are located in the same terminal. For further information please visit the Stansted Airport website.

What time is the first train?

View the Stansted Express timetable, including the first train time, .
Trains call at Tottenham Hale approximately 11 minutes after the timetabled departure from London Liverpool Street.
Please note that Tottenham Hale Underground Station (for the Victoria Line) does not open until 05.20 Monday to Saturday and 07.00 on Sunday. Passengers are advised to join the service at London Liverpool Street before this time.

Can I use a railcard/Freedom Pass/Oyster card when booking through No.1 Traveller?

You can use some railcards when purchasing tickets from the ticket office. You cannot use railcards when buying online or on board. You cannot use Freedom Passes or Oyster cards.

How long does the journey take?

The journey on the Stansted Express takes approximately 47minutes between London Liverpool Street Station and Stansted Airport, and approximately 36 minutes between Tottenham Hale and Stansted Airport.

I’ve booked for the wrong date / my flight is delayed. Can I amend my booking?

Tickets cannot be amended or refunded through No.1 Traveller. In order to make any changes to your ticket please call Stansted Express on +44 (0) 845 600 7245.

How long does my ticket remain valid?

There’s more flexibility with using tickets on board, if booked online.
For print at home or mobile ticket Stansted Express will allow travel for 30 days from the start date of the ticket and are only valid on Stansted Express services.

I haven't received my confirmation email. What do I do?

If it still hasn’t arrived within 3 days of your booking, and isn’t in your junk mail folder, please email us.

How can I claim a refund?

You cannot refund Stansted Express tickets purchased through No.1 Traveller.

Where can I get travel assistance?

At Stansted Airport
If you need assistance for reasons of disability or mobility, please view the Stansted Express Accessibility page.
If you think you’ll need further help, the Stansted Express Customer Relations will be happy to help - call +44 (0) 800 028 28 78.
If you simply need help with luggage, No.1 Traveller can arrange for an Airport Concierge to help you through the airport. For more information please call on 08442 646440 or visit our VIP Departure Service page.
At London Liverpool Street Station
To get help around the station, speak to a member of Stansted Express Customer Relations and they will be happy to help - call +44 (0) 800 028 28 78.

What happens if I am running late for my flight?

When you arrive at the car park, please let the Car Park Duty Manager know and he will endeavour to get you on a bus to your Terminal as soon as possible.

Do you account for traffic between the airport and car park at peak times?

Yes we do, however in order for you to have a stress-free start to your holiday, we do advise you to arrive at our car park at least 45 minutes before your airport check in time.

How will I be collected from the airport?

On your return you will need to phone a free phone number to say that you have arrived, so that one of our buses can come to collect you at the airport. You will be given the number to call along with full return instructions when you first arrive at the car park.

What if my plane is delayed?

If your flight is delayed, please give us a call on the number supplied on your return instructions (given to you on your arrival at the car park).

How long will I need to wait at the airport to be picked up?

Our buses run on demand and we will endeavour to pick you up as soon as possible. Please bear in mind that traffic conditions and other external situations beyond our control may sometimes result in a delay to your pick up.

Do you provide car seats for children on your buses?

Unfortunately, we are unable to supply car seats for children on our transfer buses. However, at your own discretion, you may seat the child on your lap and use the main seatbelt provided for both of you.

Can I upgrade my booking to a Valet Park service?

You can upgrade your Park and Ride booking to a Valet Park service at any time, either before your pre-booked meet date or even on-route to the airport. However, please be aware that there may be some delay in sending the chauffeur to the airport if you upgrade at short notice, as we will not be able to guarantee the arrival time of the chauffeur.

How will you know that my return flight has landed?

Please call us on the number supplied with your car park return instructions (received after booking) as soon as possible after your flight lands in order that we can dispatch a chauffeur with your car to the airport.

What if my flight is delayed?

We monitor all flight arrivals on a live Heathrow Flight Information System. Once you have landed please call us as normal. Please note that long delays may result in additional car park charges.

How long will I need to wait for my car to be delivered?

Once you have called to confirm that you have landed we will dispatch our chauffeur with your car from the car park as soon as possible. Our aim is for your car to be waiting for you by the time you have cleared the Terminal. However we cannot predict unusual traffic conditions and other external situations beyond our control that could result in a delay.

Will the driver be fully insured to drive my car?

All of our drivers are comprehensively insured to drive your vehicle and it is covered by our insurance whilst it is in our care.

What happens if the driver damages my car?

Please check your car before leaving the terminal. Claims cannot be considered once vehicles have left the airport having been returned by the Purple Parking chauffeur to its owner. Should your vehicle have suffered damage whilst in our care, please immediately inform the chauffeur who will report the matter to the Duty Manager. In the event that the damage has been caused through negligence on our part we will undertake to make the repairs to your vehicle in a manner which restores it to the condition in which it arrived in our care. Please refer to our partner’s Terms & Conditions for information regarding damage to glass and tyres.

What happens if my plane is delayed or cancelled?

Please advise us immediately if your flight is cancelled. If your flight is delayed please call us once you have landed. Please note that long delays may result in additional car park charges.

What happens if I am late for my meet time and do not inform you?

If you are more than 15 minutes late for your meet time without providing us with at least 30 minutes notice of your booked arrival time, your chauffeur will leave the airport and you will be charged a £25.00 No-Show fee. Please be aware that there may then be a delay in dispatching another chauffeur to you.

Our lounges are situated after security and are available to all checked-in departing passengers; you do not need to be flying with a particular airline or ticket class to enjoy the facilities.

We accept cardholders from Airport Angel, Diners Club and Privium at all of our lounges, TTT MoneyCorp (privilege), Lounge Club and WEXAS at most of our lounges. We also accept Institute of Directors (IOD) members at Gatwick and Stansted Gate 16.

You must be at least 16 years of age, and any children under the age of 16 in your party must be accompanied by an adult aged 18 or over.

No.1 Heathrow, Terminal 3: lounge open daily 04.30 – 22.30. Map to the lounge

No.1 Gatwick, North Terminal: lounge open daily 04.00 – 22.00. Map to the lounge
No.1 Gatwick, South Terminal: lounge open daily 04.00 – 22.00. Map to the lounge

No.1 Stansted, Gate 16: lounge open daily 04.30 – 21.00. Map to the lounge
No.1 Stansted, Gate 49: lounge open daily 04.00 – 21.00. Map to the lounge

No.1 Birmingham: lounge open daily 04:30 - 21:00. Map to the lounge

No.1 Heathrow costs £30 per adult and £15 per child (2-11 years) when booked in advance at No1Traveller.com. A £5 surcharge is added to adult entry (£2.50 per child) when paid on the door. If you have a membership card, such as Airport Angel, Priority Pass or Diners Club, please check with your provider the cost of entry for yourself and guests.

Flying straight from Heathrow Terminal 3

• Please check in with your airline and go through security. To find our lounge, follow signs for Lounge F. You will then see the specific signs for No.1 Lounge, Bedrooms & Spa

Transferring through Heathrow - landing in Terminal 3

• If you are checked in for your onward connecting flight from Heathrow Terminal 3 before landing in Heathrow, then on arrival please follow the signs for connecting passengers and then follow signs for Lounge F. You will then see the specific signs for No.1 Lounge, Bedrooms & Spa

Transferring through Heathrow - landing in Terminal 1, 4 or 5

• If you are checked in for your onward connecting flight from Heathrow Terminal 1, 4 or 5 before landing in Heathrow, then please follow the signs for connecting passengers to Terminal 3. You can then follow signs for Lounge F. You will see the specific signs for No.1 Lounge, Bedrooms & Spa
• There is a bus for transferring passengers to take you between the terminals; we recommend leaving at least 30 minutes for each transfer

Arriving into Heathrow Terminal 3

• Our lounge is situated in the Departure Area through security so unfortunately you will not be able to reach us if you are only flying into Heathrow

Departures only from Heathrow Terminal 1, 4 or 5

• You will need to check in at your designated departing terminal, pass security checks at this terminal and then take the bus to Terminal 3 by following signs for flight connections. We recommend leaving at least 30 minutes for each transfer so please consider the timings involved to ensure you will have enough time to use the lounge and then transfer back to your designated terminal to make your flight.

Please note, it remains your responsibility to catch your flight so please allow necessary time for any transfer you make - we don’t want you to miss it!

Distance from departure gates

• It can take up to 45 minutes to walk from the restaurant to the departure gates.

Age range

• The adult menu is recommended for ages 12 and above
• The children's menu is recommended for ages 2 - 11

Group Bookings

• You can make a reservation for up to eight people at any one time. Groups of more than eight can be accommodated, but please call or email us in advance at enquiries@no1traveller.com or 08442 64 64 40 to check availability and book. Please note that the restaurant reserves the right to refuse access to any group that includes more than eight passengers who have not notified us prior to their arrival at the restaurant.
• If any one member of a group is seen to be causing any disturbance, the restaurant reserves the right to refuse access to the whole group without refund. The restaurant holds full discretion over accepting hen and stag parties of any size.

Toilets

• Guests have access to toilets within the restaurant.

Wi-Fi

• Complimentary Wi-Fi access is available. Prior to using the Wi-Fi on your device, you must open an internet browser and log in (using the supplied password) to avoid any data or other charges.

Smoking

• The restaurants, including the toilets are non-smoking.

Dress code

• Smart casual or business attire is recommended. The restaurant reserves the right to refuse admission to any person dressed in a way that is deemed to be inappropriate.

Disabled access

• The restaurant is accessible for wheelchair users and those with impaired mobility.

Lost property

• If guests leave any items in the restaurant, the restaurant will keep it in their lost property. This will be held for 3 months and then handed to Heathrow lost property.

Cancellations / Amendments

• Guests are required to provide minimum 48 hours cancellation notice, amendments will be made free of charge, but cancellations will be charged at £5 per guests. If notice of cancellation is less than 48 hours then no refund will be made.

Flight Display Screens

• The restaurant has a flight information display screen near the entrance and near the bar. Flight announcements can be heard within the restaurant.

Length of stay

• There is no maximum length of stay.

Provisions for babies and toddlers

• Baby change facilities are not available in this restaurant.
• High chairs are available.

No.1 Gatwick costs £22.50 per adult and £15 per child (2-11 years) when booked in advance at No1Traveller.com. A £5 surcharge is added to adult entry (£2.50 per child) when paid on the door. If you have a membership card, such as Airport Angel, Priority Pass or Diners Club, please check with your provider the cost of entry for yourself and guests.

We have lounges in both terminals at Gatwick Airport. Please make sure that you book from the terminal that you will be flying out from, you will be unable to transfer between the two terminals once you have checked in.

All lounge bookings made at No1Traveller.com for No.1 Gatwick between 23rd May – 28th Oct 2013 will include complimentary Premium Lane security access.

No.1 Stansted costs £17.50 per adult and £15 per child (2-11 years) when booked in advance at No1Traveller.com. A £5 surcharge is added to adult entry (£2.50 per child) when paid on the door. If you have a membership card, such as Airport Angel, Priority Pass or Diners Club, please check with your provider the cost of entry for yourself and guests.

We have two lounges at Stansted Airport. One lounge is situated by Gate 49, which you can walk to from the main departure lounge. The other is situated by Gate 16, which you can access by Stansted Airport’s monorail transport.

For passengers who are travelling on an international flight with Ryanair we recommend you use our lounge by Gate 49. For passengers travelling on international flights who aren’t flying with Ryanair we recommend you use our lounge by Gate 16.

If you are flying on a domestic flight we recommend you use our lounge by Gate 49, however please note that you will need to leave plenty of time to get to your gate.

All lounge bookings made at No1Traveller.com for No.1 Stansted also include complimentary Fast-Track security access.

No.1 Birmingham costs £22.50 per adult and £15 per child (2-11 years) when booked in advance at No1Traveller.com. A £5 surcharge is added to adult entry (£2.50 per child) when paid on the door. If you have a membership card, such as Airport Angel, Priority Pass or Diners Club, please check with your provider the cost of entry for yourself and guests.

Our Birmingham lounge is available to all passengers departing from the airport.

All lounge bookings made at No1Traveller.com for No.1 Birmingham between 23rd May – 28th Oct 2013 also include complimentary Fast-Track security access.

Our partner lounges are not operated or owned by No.1 Traveller and, as such, all terms and conditions are set by the individual lounge. We recommend contacting the lounge directly if you have any queries regarding these.

If you would like to cancel your booking, you must give us at least 48 hours’ notice. All cancellation requests must be given in writing. If the request is received within that time frame you will be refunded with the exception of a £5 administration charge. If less than 48 hours’ notice is given then no refund will be offered.

You can arrive at the lounge three hours prior to your flight time. Additional hours may be purchased in advance or within the lounge if required. If your flight is delayed and you wish to stay in the lounge longer than booked, you can pay for additional hours at the time.

Online bookings will automatically calculate an arrival time that is three hours prior to your selected flight time. This coincides with the opening times of many airline check-in desks. You can leave the lounge and return at any time during your stay, although you will need to keep your luggage with you at all times.

You can make a reservation for up to six people at any one time. Groups of more than six can be accommodated, but please call us in advance on 08442 64 64 40 to check availability and book. Please note that we reserve the right to refuse access to any group that includes more than six passengers who have not notified us prior to their arrival at the lounge.

If any one member of a group is seen to be causing any disturbance, we reserve the right to refuse lounge access to the whole group without refund. We hold full discretion over accepting hen and stag parties of any size.

We welcome Priority Pass members at most of our lounges. If you would like to join the Priority Pass scheme, you simply have to complete an application form and your personal member card will be sent to you within 10 working days. You can find out more information on our membership page.

We accept cardholders from Airport Angel and Privium at all of our lounges as well as Diners Club, TTT MoneyCorp (privilege) and WEXAS at most of our lounges. We also accept Institute of Directors (IOD) members at Gatwick North Terminal and Stansted Gate 16.

Please be aware that, all you need to do is present your card at reception and, providing the lounge is not full, you will be able to gain access. This is in line with the terms and conditions of the membership schemes.

However, our lounges are popular and are sometimes full. To guarantee entry, reserve a place in the lounge by adding an ‘extra’ to your reservation, such as a glass of champagne or spa treatment, or alternatively, by paying a small fee. To make your reservation, simply call us on 08442 64 64 40 during office hours.

How do I receive my miles?

Your miles will be added after you have visited the lounge.

Do I receive miles per booking or per person?

You will receive the allocated number of miles per adult per booking; child bookings do not receive miles.

What if my card is valid for booking, but expires before accessing the lounge?

You will be entitled to the discounted rate, but the miles will not be added to your balance.

Will my miles be added if I can’t visit the lounge?

No, your miles will only be added to your balance once you have visited the lounge.

Each lounge has its own kitchen, producing freshly-prepared hot and cold dishes from our seasonal menu*. You can also help yourself to a range of delicious treats and snacks from our pantry table, offering a selection of items that vary throughout the day, such as cereals, pastries, salad, bread and cheese, cakes and fresh fruit – all with our compliments.

*Lounge entry includes one dish from our Bistro menu. Additional dishes are available for an extra charge.

If you would like something more substantial, we have a seasonal A la Carte menu available at Gatwick (North and South Terminals), Heathrow Terminal 3 and Birmingham. Dishes from this menu are available for an additional supplement, from £8.

All of our lounges are equipped with a fully-tended bar that is open all day. Tea, coffee, soft drinks, wines, beers and spirits are complimentary, with champagne and tailor-made cocktails available for an additional charge, from £6.

As we have a shared responsibility to ensure that guests are able to board their flight, we reserve the right to limit alcohol consumption accordingly. Further to this, alcoholic beverages may not be taken away from any No.1 Traveller lounge.

All our lounges are equipped with flight information screens, so you won't have to leave the comfort of our lounge to find out about your flight. Please note that, so you’re not disturbed while you are in our lounge, no flight announcements are broadcast and we cannot accept any responsibility for missed flights.

All of our lounges offer complimentary Wi-Fi and desktop internet access. Prior to using the Wi-Fi on your device, you must open an internet browser and log in (using the supplied password) to avoid any data or other charges.

We can print, fax and scan documents on request – just ask at the lounge reception.

Each lounge offers internet access, a diverse collection of games, widescreen TVs and other entertainment options. Heathrow Terminal 3 and Gatwick North Terminal are both equipped with a cinema room.

All of our lounges are accessible for wheelchair users and those with impaired mobility.

All of our lounges, including the toilets, are non-smoking.

Smart casual or business attire is required and we reserve the right to refuse admission to any person dressed in a way that we deem to be inappropriate. Tailored shorts are permitted, however, please refrain from wearing track suits, sports colours, camouflage clothing, items which expose midriffs for women or shoulders for men, or any items with slogans that may cause offence.

You are responsible for your own personal property while using our facilities and we cannot accept any responsibility for lost items. If you think you have misplaced something, then please get in touch with us via Enquiries@No1Traveller.com or call 08442 64 64 40 and we will be happy to check if the item has been handed in. We also recommend that you contact the airport lost property office.

As per our terms, lounge bookings are non-refundable. However, we understand that you might have to cancel your flight or change your travel plans for reasons out of your control, and in this instance we can offer you the chance to re-book within a year. To arrange this, please call 08442 64 64 40 or email us (Enquiries@No1Traveller.com) with your booking reference number for your original booking date.

We have Travel Spas at Heathrow Terminal 3 and Gatwick North Terminal offering treatments from 15 minutes – two hours. You do not have to be a lounge guest to use the Travel Spa; however you do have to be a departing passenger (our spas are situated after security in the departure area alongside our lounges).

No.1 Heathrow, Terminal 3: Travel Spa open daily 06:00 – 22:00. Map to the spa

No.1 Gatwick, North Terminal: Travel Spa open daily 06:00 – 20:30. Map to the spa

The high level expertise throughout the team at No.1 is second to none. We pride ourselves on the service we offer and the extensive range of specialist treatments available. Our staff have the highest level of training and experience in their field of expertise.

Our Travel Spas offer a range of treatments from 15 minutes to two hours. To see what’s currently on offer at our different spas, please see our treatment lists:

No.1 Heathrow, Terminal 3

No.1 Gatwick, North Terminal

Our product range includes Dermalogica®, Aromatherapy Associates, Artistic and OPI. We have a large selection of these products available for purchase in each spa.

To use our Travel Spa you must be 14 or over. If you’re pregnant then we recommend speaking to the therapist before your treatment as some treatments are not advised for expectant mothers.

Please note that it is your responsibility to advise your therapist of any physical or medical conditions prior to receiving any treatments. A consultation form must be completed prior to using the Travel Spa.

Our single and twin bedrooms at Heathrow Terminal 3 are situated beyond security, which means that you must be flying out of Heathrow in order to access them. The minimum stay is three hours. Any bedroom booking entitles you to complimentary use of the lounge and its facilities during the duration of your booking.

Bedrooms are available to book between the hours of 06:00am and 22:00pm.

Children under the age of 16 cannot use a room on their own. If you are travelling with young children then they may share a room with an adult aged 18 or over

The number of passengers allowed in each room is shown in the below table:

Single room	Twin room
1 Adult	1 Adult 1 Child (under 12 years)
1 Adult 1 Child (under 12 years)	1 Adult 1 Infant (under 2 years)
1 Adult 1 Infant (under 2 years)	1 Adult 2 Children (under 12 years)
	1 Adult 1 Child (under 12 years) 1 Infant (under 2 years)
	1 Adult 2 Infants (under 2 years)

If you are travelling with a baby and would like a crib then this can be provided, however unfortunately we cannot provide extra beds.

No.1 Heathrow, Terminal 3: Bedrooms open daily 06:00 – 22.00. Map to the bedrooms

Your bedroom includes internet access, a satellite TV, telephone for UK and international calls and an en-suite shower room to make your stay as comfortable as possible. Please note, we do not offer a wake-up call service to guests and it is the passengers’ responsibility to ensure they do not miss their flight.

The twin room includes two bunk-style single beds.

If you book a bedroom, then you will be given complimentary access to the lounge during your stay, where you will be able to have freshly prepared hot and cold dishes from our seasonal menu*. You can also help yourself to a range of delicious treats and snacks around the lounge – all with our compliments.

*Lounge entry includes one dish from our Bistro menu. Additional dishes are available for an extra charge.

The lounge is also equipped with a fully tended bar, allowing you to take advantage of our table service. Tea, coffee, soft drinks, selected wines, beers and spirits are complimentary, with champagne and tailor-made cocktails available for an additional charge. As we have a shared responsibility to ensure that no guest becomes intoxicated prior to flying, we reserve the right to limit alcohol consumption accordingly. Further to this, alcoholic beverages may not be taken from any No.1 Traveller lounge.

Room service is available from your room between 06.00am and 10.00pm. Food options include light snacks as well as more substantial dishes, with prices from £4.

We are unable to provide wake up calls. We remind you that it is your responsibility to catch your flight. We have flight information screens in our lounges or you can call reception to check your flight status.

We have DDA disabled bedrooms with space for an aide or carer. Please call 08442 64 64 40 to reserve this.

All our bedrooms are non-smoking.

You are responsible for your own personal property while using our facilities. While we cannot accept any responsibility for lost items, if you have misplaced something then please get in touch with us and we can check if it has been handed in. We also recommend that you contact the airport’s lost property office.

We take full payment for bedroom bookings ahead of your stay.

What can I expect?

The Departure service is designed to whisk you through the airport with minimum fuss and delay. Our service begins before you arrive with pre-check in and seating. You will be met from your vehicle and fast-tracked through all airport procedures, to the lounge (subject to your itinerary) and to the aircraft gate.

How does it work?

Your departure experience will include:

• • Kerbside meet and assist directly outside the terminal
• • Pre-booked porters to collect bags and transfer to check-in
• • Pre check-in service (subject to airline) with preferred seats arranged
• • Fast-track through all check-in and security processes
• • Being escorted to your lounge (subject to your travel itinerary) and to the aircraft gate when you are ready to board

What can I expect?

On arrival we offer a fast and discreet service, assisting with all processes right from the moment you land to your final destination. This includes full assistance with immigration and customs, organising baggage porters and chauffeurs, handling lost luggage and hotel check-in.

How does it work?

Your arrival experience will include:

• • Being met from the aircraft gate
• • Whisked through the terminal on an electric buggy (subject to airport)
• • Assistance provided for any visas or landing card requirements
• • Fast-track through immigration and customs process (where relevant & subject to airport)
• • Baggage porters arranged to collect luggage and transfer it to your chosen method of transport

We take no responsibility for the loss or damage of any luggage. In the unfortunate event of lost luggage, we will handle the locating and repatriation of your bag as quickly as possible.

Assistance with any onward transport arrangements and hotel check-in can also be provided. Please call a member of our customer service team on +44 (0) 8442 646440.

All bookings which are cancelled within 48 hours of flight time will be subject to 100% charges.
All bookings which are made or amended within 48 hours of flight time will be subject to a £30.00 + VAT surcharge.

We are part of the Priority Pass membership scheme. If you would like to join the scheme you simply have to complete an application form and your personal membership card will be sent to you. Current offers for Priority Pass members can be found on the Priority Pass website.

We accept cardholders from Airport Angel and Privium at all of our lounges as well as Diners Club, TTT MoneyCorp (privilege) and WEXAS at most of our lounges. We also Institute of Directors IOD) members at Gatwick North Terminal and Stansted Gate 16.

Please be aware that, all you need to do is present your card at reception and, providing the lounge is not full, you will be able to gain access. This is in line with the terms and conditions of the membership schemes.

However, our lounges are popular and are sometimes full. To guarantee entry, reserve a place in the lounge by adding an ‘extra’ to your reservation, such as a glass of champagne or spa treatment, or alternatively, by paying a small fee. To make your reservation, simply call us on 08442 64 64 40 during office hours.

Most lounge membership schemes allow you to bring up to three guests. For child entry fees and the number of guests you can bring into the lounge please check with your membership provider directly.

Without a membership card, we are unable to allow access to the lounge. If you do not have your membership card and wish to use the lounge, please contact your membership provider directly.

We have offers for those with memberships, please check at the time of your visit for our current offers.

If you would like to join the Priority Pass network, please call us on 08442 64 64 40 or email Enquiries@No1Traveller.com.

You can get a quote for the services you require on the homepage using the purple booking form.

The first step is to choose which airport and terminal you’re flying from. Once you have selected this, please choose the number of adults and children that will be travelling. The age range is displayed on the form, however some services have different age ranges, so you might be asked this question again later in the process. Once you’ve selected the number of travellers please choose your services on the right hand side. The services are listed in three different sections. These are 'To & from the airport', 'After security' and 'Before & after you fly'. At this stage, you can select up to one service from each section. If you would like any other services you can add these later in the booking process. Once you’ve completed your selection click 'Book Now’.

The services you’ve selected will expand downwards with additional fields that are necessary to generate a quote. Once the additional information has been given, a dark grey box will slide down below the service containing one or more options for your service. If there is more than one option please select your preferred choice. At the bottom right of the booking form in the purple bar you will see the total price of your chosen services. Please go through each service form, select your option and then select ‘PROCEED’ at the bottom right of the page.

You will be taken to the ‘Your Booking’ page, which details what you currently have in your basket. At this stage, if you have booked a lounge, you can add any lounge extras, such as champagne, celebration packages or any extra hours you might want. Select the number of lounge extras that you want and click ‘Update’. It is at this stage that you can also add any additional transport or return lounge services, as well as gift vouchers and travel insurance. Simply press ‘Add’ next the service you wish to add. Press ‘PROCEED’ at the bottom of the page to go to the next step.

On the next page, please add the passenger details, billing details and read and agree to our T&Cs before clicking ‘PROCEED’. The next screen will ask you to fill in your card details. Once you have done this, click the ‘PROCEED’ button.

The following screen will confirm the payment has been made and give a summary of your booking. The email should be with you shortly afterwards – if it doesn’t arrive, please check your junk mail folder before calling 08442 64 64 40.

Throughout the process, you can make any changes you might need to your booking by clicking the ‘Edit’ link under the option you wish to edit.

If you are looking to book just a lounge (no other services), you will find a booking box below the main booking form which allows you to do so. In here you can select any No.1 Traveller lounge and a selection of our partner lounges at a range of destinations around the world. Please select the airport you are flying from and click the 'BOOK NOW' button on the right hand side. This will cause a form to slide down with the fields necessary to make a booking. Please go through the fields and select 'PROCEED' on the right hand side of the form.

Visa, MasterCard, Visa Debit and Visa Election cards are accepted for website bookings. Should you wish to pay with a Maestro card, call a member of the No.1 team directly on 08442 64 64 40 to book. Unfortunately we cannot accept AMEX or Diners Club online or over the phone.

No credit card fees or administration charges will be added to your booking.

No1Traveller.com uses SSL encryption, which is the industry standard to keep your details safe and secure. This software encrypts all your personal information (including your credit card details), so that it cannot be read by any third parties as it is sent over the internet.

We are committed to protecting your privacy and we will never unwillingly disclose any personal date to third parties. We constantly review our systems and data to ensure the best possible service to you. As a customer using the site you have the choice of being added to the mailing list, this means we have the opportunity to inform you of our latest products and deals. You have the ability to unsubscribe from our mailing list at any time by either calling us on 08442 64 64 40, emailing us on Enquiries@No1Traveller.com or selecting the unsubscribe button at the bottom of each email.

If you would like to make any changes to your booking, please call 08442 64 64 40 or email Enquiries@No1Traveller.com.

If your flight details change please call or email us and where possible we can change your booking to reflect the new details. Please have your booking reference number ready.

As per our terms, bookings are non-refundable. However, we understand that you might have to cancel your flight or change your travel plans and in this instance we can offer you the chance to re-book within a year. To arrange this, please call or email us with your booking reference number prior to your original booking date.

The only exception is our bedrooms, which can be cancelled and refunded if more than 24 hours notice is given.