FAQ

1. Making a Booking

Which vehicle should I book?

You have to select a suitable vehicle based on the number of passengers, the amount of luggage and extra items you may be carrying.

Will anyone else be travelling in the vehicle I book?

Your booking is for a private transfer service, so the vehicle is reserved for your group only.

We arrive on different flights. How can we book?

We only allow transfer bookings for passengers arriving on the same flight.

Your driver will schedule your transfer and the included wait time based on the flight details given at the time of booking. As such, possible alterations in multiple flights such as delays or early arrivals may not allow for your driver to coordinate the collection of all passengers within the allotted waiting time.

If your group is arriving on separate flights you have to make a booking for each arrival flight.

Can I book a different vehicle or route for my return trip?

If you need a different vehicle for your return trip you may book 2 different bookings for your trip and return trip, each with your desired route and vehicle.

How far in advance should I book?

We recommend that you book as early as possible in order to ensure availability and the current transfer price.

We can generally accept all bookings up to 24 hours before the time of your transfer. However, our late booking deadline depends on the destination, dates and times requested. In many cases we may still be able to arrange a transfer for you after the deadline, but we recommend booking ahead as late bookings are subjected to availability.

If you in a situation that you have to book less than 24 hours before the time of your transfer please contact us so we can check for availability.

2. Choosing Your Route

Can I book a transfer with more than one stop?

Yes you can. You will find this option, along with all other available extras, immediately after selecting your vehicle type. You can provide us with the address details of the extra stop in the notes section while providing your details.

Please note that extra stops are only allowed in the same area as your final destination and are limited to 5 minutes per stop. If the extra stop is in a different area from your final destination you will need to book separate transfers for your group.

I can’t find a route I want to book. What to do?

If you want to book a tailor made transfer please contact us to Get a Quote.

I can’t find my address or hotel in the available destinations.

Just select the area of your desired city where your address or hotel is located. We will ask you for the exact address and the name of the hotel in a later step of the reservation process.

3. Luggage & Extras

Can I bring a sport equipment?

If available for the vehicle type you have chosen you will find this option, along with all other available extras, immediately after selecting your vehicle type.

Before adding an extra to your booking, please make sure that the vehicle you have selected has the capacity to carry your luggage as well as your sport equipment.

Can I bring my pet on the transfer?

If you are travelling with domestic animals, please get in touch with our Customer Service team via this form. If you have already made a booking, please be sure to include your booking reference.

Can I bring my wheelchair?

You can bring your foldable wheelchair but you would need to be able to board the vehicle on your own or with the help of somebody in your group.

Can I book child seats?

If available for the vehicle type you have chosen you will find this option, along with all other available extras, immediately after selecting your vehicle type.

How many pieces of luggage can I have?

Before selecting your vehicle you will be able to see the luggage capacity for every vehicle in the list.

Please check your selected vehicle’s luggage capacity before continuing the booking process.

We strongly recommend you to upgrade to a larger vehicle if you consider to travel with extra luggage.

4. Payments & Refunds

Is gratuity included?

Gratuity is not included but it is not obligatory. It is up to you to tip the driver or not.

I need an invoice. How do I request it?

Payment receipts are sent automatically to the email address provided at the time of booking. If you require an official company invoice, we can provide one once all the transfers in your reservation have been completed.

Once your transfers have been completed, simply send us a message to request it. Please be sure to quote your booking reference and let us know which name and address we should include in the invoice.

Please note that we can only issue invoices once the service has been provided, as transfers can be subject to amendments and requests that may later affect their price.

How can I pay for my transfer?

We can accept VISA, MasterCard and American Express debit/credit cards. All card payments are secured by 256 bit SSL encryption and processed through our payment gateway partners.

As we do not store any credit card details on our system we will not be able to access any details at any time.

You can also pay via PayPal if you choose this option while booking your transfer.

5. Amendments & Cancellations

My flight has been changed. What should I do?

Please do inform us of any changes to your flight details with more than 24h prior to your travel date via our contact form.

Changes requested within 24h prior to your transfer pick-up time (local time) are subject to availability.

How can I upgrade my vehicle?

If you wish to upgrade to a different vehicle category, simply contact us. We will confirm availability and get back to you with a quote for the upgrade as well as a link for you to pay for the changes.  Once payment has been made, we’ll send you a new confirmation.

Can I add passengers to my transfer?

Yes you can. Please just let us know via our contact form.

We can amend the passenger number of your booking at no cost as long as the vehicle you have booked has enough spare seats for the new passengers joining your booking. If you need to upgrade to a larger vehicle to accommodate all passengers, we will let you know the cost of the upgrade and send you a link for you to pay for the changes.

How can I cancel a booking?

Cancellations can be made free of charge up to 48 hours before the use of the first service contained in any booking. Cancellation must be made directly by replying to the confirmation email you have received when booking the service clarifying that you request a cancellation or by contacting us quoting the email address which you provided at the time of booking, your booking reference number, lead passenger name and clarifying that you request a cancellation.

Cancellations requested more than 48 hours prior to the date of the first service contained in any booking will be fully refunded.

Cancellations requested less than 48 hours prior to the date of the first service contained in any booking cannot be refunded.

If you didn’t use the services for any reason and didn’t cancel the booking no refunds can be provided.

All refunds will be debited to the original form of payment and account which was used at the time you made the booking.

How can I amend my booking?

Amendments can be made free of charge up to 48 hours before the use of the first service contained in any booking. Requested changes must be made directly by replying to the confirmation email you have received when booking the service with the requested changes or by contacting us quoting the email address which you provided at the time of booking, your booking reference number, lead passenger name and the changes you require.

Amendments may result in extra charges like if you changed the pick-up/drop-off locations or requested other Extras for example.

We can’t guarantee the approval of amendments requested less than 48 hours before the use of the first service contained in any booking.

6. Before You Travel

I accidentally deleted my booking confirmation. What to do?

Please let us know via our contact form and we will resend it to you. Please make sure you include your booking reference.

How do I know my booking was successful?

Once booking has been successfully made, you will be redirected to a confirmation page. You will also be sent a confirmation email automatically.

If you have not seen the confirmation page or are unable to see the confirmation email in your inbox, please check your spam/junk folder. If you are still unable to see the confirmation email, please let us know via our contact form.

Do I have to print a copy of my booking confirmation?

Yes, please take the booking voucher with you in order to give the driver his copy. If you are not able to print your voucher, you may also show the driver the voucher from your smartphone or tablet.

Where will I meet my driver?

For transfers from the airport, your driver or a meet & greet agent will be waiting for you in the front of the arrivals gate with a sign showing the lead passenger’s name.

Under any circumstance please don’t get outside the airport terminal building before locating our meet & greet agent or before contacting us.

For transfers from your accommodation, the driver will wait for you at the reception or outside the building.

7. While Travelling

What if my flight is cancelled?

If your flight is cancelled, please let us know as soon as you can. We will do our best to reschedule your service, if available.

What if my flight is delayed?

During the booking process we will ask you to provide us with specific flight details. The driver will use this information to monitor your flight for any delays and will be waiting for you in the arrivals hall of the airport accordingly.

If your flight number changes, is rescheduled or experiences major delays (more than 1 hour) please call our 24/7 Phone number provided on your Booking Confirmation.

What happens if my flight is early?

If your flight is early please wait for the driver at the meeting point specified on your booking confirmation until the scheduled pick up time.

Why do I need to have a working mobile phone when I travel?

Your mobile number will be used if we need to contact you in case of emergency, for example if your driver is experiencing difficulties locating you at the time of pick-up.

How long will the driver wait for me?

For transfers from airports, your driver will monitor the flight and he will be ready to pick you up once you have passed the passport control and luggage claim. If there are any unexpected issues with your passport or luggage please call us as soon as possible, otherwise the driver will leave after 1 hour.

For transfers from accommodations, the driver will wait up to 15 minutes after the selected pick up time.

Can I have my driver’s phone number?

We will send you your driver’s contact information in a separate email before your travel date. But if you didn’t receive that email, don’t worry, we’re available 24/7 and can help you should you have any question, concern or difficulty locating your driver.

8. General FAQ’s

How can I make a complaint?

Should you have any issues during travel, please contact us immediately so that we have a chance to take action or provide assistance. You will find our 24/7 Phone number on your Booking Confirmation.

If you want to make a complaint, please contact us and we will review your case. Complaints should be received no later than 7 days after your return date.

Will my driver speak English?

We cannot guarantee that the driver will speak English. But don’t worry, your driver knows exactly where you are going and if you have any issues at all you can give us a call on our 24/7 support number listed on your booking confirmation. We offer assistance in English at all times.

What is a private transfer?

A private transfer is a pre-booked, chauffeur-driven vehicle reserved exclusively for you.

Pre-booked private transfer drivers wait for you at a specific meeting point which is indicated on your booking confirmation, and take you directly to the exact address or location indicated by you when making the booking.

Can minors travel alone?

Minors must always be accompanied by at least one adult. We are unable to arrange the transfer of unaccompanied minors.

I forgot an item in the vehicle. How can I get it back?

Please contact our 24/7 contact number. We will then contact the driver to check if the item was found in the vehicle.

If the lost item has been found, we will arrange with you the return of the item or collection by courier.

Please note that charges may apply according to if the driver has already left the drop-off area or not.