Frequently asked questions
This page contains the answers to a number of frequently asked questions. If you have a question not in the list, or if you require further information, please do not hesitate to contact us
After you've booked
- My flight has changed. Can I reschedule my transfer?
In most cases we will be able to reschedule your transfer without a problem. However, if it is a busy time of the year, it is possible (but unlikely) that we may not have availability for your new transfer time. Please contact us the moment you know about your change in schedule to allow us sufficient time to reorganize your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.
- What should I take as proof of the pre-booked reservation for the driver?
Only your voucher (paper or digital).
- How about refunds?
In case of a refund, we will immediately refund your money.
- My payment confirmation and/or booking voucher haven’t arrived by email. What should I do?
In rare instances, it is possible that your email server or software may mistake our emails for spam and not deliver them. If you feel that you should have received a communication from us, but have not, please email or call our Customer Service Center.
- My flight has been cancelled and I no longer require a transfer. Can I cancel it?
Yes, in accordance with our terms and conditions, cancellation are free up to 24 hours before your pick up time.
- My group size has changed. Can I choose another vehicle?
Yes. Please inform our Customer Service Center as soon as possible to confirm availability of a more suitable vehicle. There may be an additional charge to pay if you require a larger vehicle.
Before you book
- What should I do if my luggage appears to be lost upon arrival and I will be late for my transfer as a consequence?
If your luggage is lost, please contact the driver directly at the telephone number on top of your voucher and inform him what happened. Depending on how much time is needed to report that you luggage was lost, the driver can either wait for you, or you can cancel the ride. The driver will then tell you whether additional waiting costs will be charged. If so, this will be charged by the driver directly. Should you decide to cancel the ride instead of asking the driver to wait, the full fare will still be due and cannot be refunded. If you are unable to reach the driver, please contact our Customer Service Center.
- Where will I meet the driver when I arrive?
Your booking is completed you will receive a confirmation email explaining where to meet your driver, along with other useful information including our Customer Service Center numbers.
- There will be children in my group. Can you supply child seats?
For most vehicles, yes we can. Please specify how many child and/or baby seats you require in Step 2 of the online booking process. Child / baby seats will be provided if booked whenever possible, however there may be instances when such seats are unable to be provided. If you are unwilling to travel in the event that child / baby seats are not supplied, please provide your own.
- My company requires an invoice, can you supply one?
Yes we can provide you with an invoice if required. Please contact our Customer Service Center after making your booking to request an invoice.
- Will anyone else be travelling in the vehicle I book?
No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for your group.
- Do you charge extra for debit or credit card payments?
No. There is no additional charge for paying by debit or credit card.
During your trip
- What do I need to do if the vehicle I booked doesn’t show up at my pickup location?
If the vehicle or driver you reserved is not at the location mentioned on the voucher, please first contact the transfer partner. The number for the transfer partner can be found on the voucher. In the unlikely event that the transfer partner does not answer your call, you can call our emergency number. The phone number is printed at your voucher. Please be patient and allow the driver at minimum 20 minutes to arrive. Before leaving the pickup point, you need to let us know. We will try to resolve your problem as soon as possible by contacting the transfer partner. If that is not possible, we will try to find and book alternative transportation for you. Should this not be possible at all, we will refund your money in the next days. Please note, if you have a problem, always call us so we can look for a solution and you cannot solve it with the transfer partner, please let us know. If you call us later or send us an email after the event, we won’t be able to assist you anymore. Complaints must always be reported within 14 days, otherwise it can not be processed anymore.
- What happens if my flight is delayed?
When your flight is delayed or cancelled, please call the provider. His number is on top of the voucher. Should you choose not to call the provider, he might leave the pickup point and you risk not getting your transfer.
- What happens if I can’t locate my driver?
If you have any trouble locating your driver, please contact the driver directly at the telephone number on top of your voucher. If you are not able to reach him, just call our Customer Service Center numbers (printed on your booking voucher) and we will immediately assist you.