Frequently Asked Questions
Will the transfer take us directly to our accommodation?
Yes, all our services are the private transfer will be made door to door, unless due to physical inaccessibility for vehicles, making it impossible to reach the destination of each service. We do not offer a shared shuttle service at this time.
How to make a reservation?
You can book your transfer On-Line with a completely secure method, please you have to fill in the reservation form and payment details. Although you may book your transfer(s) online up to 24 hours before your travel date, we recommend that you book as early as possible. You will receive an email from the company stating that your reservation has been processed successfully. Once the payment is approved we will send you a reservation confirmation email and afterwards we will send you a service voucher that you must give to the driver. In case that you do not receive the confirmation in 24 hours, please contact our booking department.
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 Customer Service.
Where will I meet the driver when I arrive?
After paying for your booking you will receive a confirmation email explaining where to meet your driver, along with other useful information including Assistance Helpline numbers. In the case of most airport pickups, your driver will be waiting for you at the arrivals gate with a sign showing your name. If the transfer is to the airport or train station, the driver will collect you at the designated meeting point on your booking and will drop you off at the departure terminal.
How do I know my card and personal details are safe?
All booking pages that require you to enter personal information are secured. Payments are made at the end of the booking process when you are redirected to the secure payment page of our bank “Redsys”. We never see your credit card details and they are not stored. We accept Visa, Mastercard and Amex credit cards, and most affiliated payment (debit) cards. All card payments are secured by 256 bit SSL encryption. If you experience problems paying with your card, please contact Customer Service.
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 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.
My Flight is delayed, what should I do?
All flights are monitored for delays to ensure your driver will be waiting for you at the correct time. We recommend as far as possible that you call our booking department in order to inform us about the delay to avoid any subsequent problem.
How much in advance do I need to cancel?
The cancellation made at least 48 hours before the service. If the booking cancellation occurs between 48 hours and time of service the customer will not be refunded any amount paid, with the cancellation fee of 100%. If you cancel the booking after 48 hours, money paid will not be refunded.
I need to modify my booking, how do I do that?
Should you need to amend your travel request for any reason, for example to change locations, dates, personal contact information etc., please contact us directly on quoting your booking ID and we will be delighted to assist you further. The notification made at least 48 hours before the service, will allow refund the user with the amount paid minus the cost of administration caused. If the booking change occurs between 48 hours and the time of service the customer will not be refunded any amount paid, with the cancellation fee of 100%.
How many suitcases and of what size can they be?
You can take a median suitcase or piece of hand luggage. Any excess baggage must be declared when you make a service booking request. Each piece of excess baggage has an extra charge of 8 €. You shall be liable for all additional expenses incurred, including the cost of obtaining additional vehicles to transport non-declared excess baggage and the supplier reserves the right to refuse to carry the items of excess baggage. All baggage must be properly labeled with the name of the owner and destination address.
How soon before my flight should I leave for the airport?
You should always get to the airport at least an hour before your national ﬂight is due to take off and two to three hours before an international ﬂight depending on its destination. The duration of the journey between collection and arrival at the airport depends on the distance of the journey. The collection times required by the customer must be conﬁrmed by our company, to be sure that the client gets to the airport in plenty of time.
What happens if I can't locate my driver?
If you have any trouble locating your driver, just call our assistance helpline numbers and we will immediately assist you.
Do you have child seats?
We have infant chairs available on request and free of charge. .If you make a booking or travel with an infant chair, as the infant takes a seat, you have to pay an adult fare. Infants always count as passengers, they take a seat and pay for a full fare.
My company requires an invoice, can you supply one?
Yes we can provide you with an invoice if required. Please contact Customer Service after making your booking to request an invoice.
Can I take animals?
You must notify us on your service booking request if pets are to be transported. Pets are carried at your risk. Pets must travel in a container that satisfies IATA specifications for transportation by plane. Pets can become very nervous during travel and you must take all necessary precautions. In this case, there will be an extra charge and agreed upon in advance.