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Frequently Asked Questions

Welcome to the Frequently Asked Questions (FAQ) section. This section is designed to provide you with quick and helpful answers to common questions. Whether you are looking for information on a particular topic or just have a general question, we are here to help. Our team of experts has put together a comprehensive list of frequently asked questions, so you can easily find the information you need. Please browse through the questions below, and if you can’t find what you’re looking for, feel free to ask us directly. We’re always happy to help!

I cannot find my destination on your list.

Please contact us and we will be happy to provide a quote.

How will we find our transfer service at the airport?

Once you complete your booking, you will be issued a voucher with full instructions on how to meet your driver and where he/she will be waiting for you. You will also have 24-hour telephone contacts issued on the voucher in the event that you should still have problems finding your driver.

If our flight is delayed, will the transfer be waiting for us?

Yes, flight arrival times are monitored. In respect of flight delays, diversions, missed connections when the transport service originates from the airport, the waiting policy is:
Flight Delays: Flight delays from original scheduled flight time of up to 1 hour are included. With flight delays over 1 hours you must contact us in advance and we will advise accordingly.

Should I put our flight arrival / departure times down?

For transfers FROM the airport (arrivals): You should provide us with the arrival time as shown on your flight tickets, without modifying.
For transfers TO the airport (departures): Please provide the PICK UP time for your transfer. You need to take into account the transfer time (Google maps gives a good indication, or get in touch and we will advise), AND also allow 2 hours at the airport before your flight.
Example: Your flight is at 11:50, if transfer time is 1 hour, plus 2 hours allowance before the flight, you should be picked up 3 hours in advance, i.e. 08:50. You must check the details on the voucher as soon as you receive it. Please notify us of any errors immediately as it may not be possible to make changes later, especially on busy periods. For any changes we need 48 hours notice, so check the details (especially your return) well in advance.

How much notice will you need for us to book?

It is highly recommended to book as early as possible, as we occasionally have to block out certain dates and/or times due to running out of transportation vehicle availability.

What is the baggage policy for transfers?

Each passenger may carry one piece of baggage with a maximum weight of 20 kg (maximum combined size of 158cm). Any excess luggage must be declared at the time of booking. Please note that standard cars have limited space, if you have big suitcases or a baby buggy, they will only take 2 suitcases. For 3/4 passengers with big suitcases and/or a baby buggy, please book the minivan. For families that need 2+ baby/booster seats, please book the minivan. In the event of additional vehicles being required to transport any excess of undeclared luggage, the passenger will be held responsible for covering any additional costs.

How long will the driver wait for us to clear customs?

The driver will normally wait up to 45 minutes after your flight has landed before calling you. After this procedure and if there is no answer or sign of the passenger the driver will leave the airport. If you are delayed in customs, immigration, baggage collection or lost luggage please call us to ensure that your driver will wait. You will find contact details on your voucher. If you foresee that you will take less time (only hand luggage) or more (reduced mobility, etc) please advise us at the same time you book, on the field “Any additional information”.

Do you cater for baby/booster seats?

Yes, we cater for baby or booster seats free of charge. When booking you have the option to select how many you will need. You must tell us if minors are included on your service booking request. If you want to bring your own seats please let us know you will be doing so.

I want to cancel my booking. How do I proceed?

There is a link at the bottom of our homepage to cancel your booking.

Is cancellation free of charge?

In the event that you cancel your reservation 48 hours before the agreed pick-up time you get a full refund. Otherwise our company reserves the right not to make any compensation and you will not be entitled to a full refund. For pre-paid bookings, any refunds due to you for cancellations or complaints will be made to the card used to make the payment within 7 business days (business days being Monday to Friday).

We are travelling with a baby buggy. How do we book this?

To ensure you travel as stress free as possible, please pack all items correctly. Remember that each passenger has a limited luggage allowance per person, so your child also has one piece of luggage available: this can go for the baby buggy. Please note that for car bookings the luggage space is limited; Our cars can take 2 items of luggage and a buggy easily. For families of 4 with a buggy, please book a minivan to ensure there is enough space available.

I have not received my confirmation e-mail. Can you send it to me?

You will get a pending booking email instantly when you press the book now button. Once your booking is confirmed you will get another email which is also your travel voucher. Please print this one and have it with you as it contains emergency contact information. Some e-mail may not be received due to anti-spam filters. Please check your spam folder before getting in touch.

I want to change my booking. How do I proceed?

You may modify your booking at any time up to 48h prior to the service. Please email or call us and we will process your request.

What happens if I can't find my driver at the airport?

You have a 24 hour emergency telephone number on your voucher. Please call us and we will assist you.

One of our party is disabled and has a wheelchair. Can we use the transfer service?

We have over many years welcomed disabled travelers, providing help and assistance. Our minivans have enough room to carry a foldable wheelchair. Please let us know when you book. This service is for reduced mobility passengers. Some mobility will be required from the person in the wheelchair to get in and out of the vehicle.

We are two parties arriving at different times, and would like to travel together in the same vehicle. How do we do that?

Please book the service according to the last arriving flight and our driver will arrive accordingly. Passengers on the earlier flight will need to wait.

I am only bringing hand luggage. Will the driver be there as soon as I land?

Drivers are usually waiting for you at the airport 20 min after the flight has landed. If you do not have any luggage, please advise us so the driver will be ready for a quick exit.

What is the charge for late night pick up?

If you require a transfer service with a pick-up time between 23:00 and 06:00, there is an additional charge of 10 euros. This is due to the fact that our drivers work overnight during these hours.

What payment options are available?

• Card Payment (via VivaPayments): Customers can pay for their services using a credit or debit card. This option can be provided at the last step of their reservation, or by sending them a payment link if they received a tailor-made quote. Our payment processor, VivaPayments ensures the highest level of security and protection for your financial information. You can also pay using Apple Pay and Google Pay through VivaPayments, providing additional convenience and flexibility.
• Bank Transfer: Customers can make a payment for their services offered by transferring the funds directly from their bank account to our company’s bank account. They will be provided with the bank account details at the last step of the reservation process or through an email if they received a tailor-made quote.
• Cash on Arrival with Extra Charge of 10%: While we do accept cash payments on arrival, we strongly recommend customers to pay through credit or debit card or bank transfer instead. This is because it can be problematic for our drivers to issue receipts on the spot and handle payments, which can cause delays and inconvenience for our customers. If customers still prefer to pay in cash, a surcharge of 10% will be added to the total amount due to cover the additional risks and costs associated with handling cash transactions. However, customers can avoid this surcharge by opting to pay through card or bank transfer. These payment options are secure and reliable, and they provide customers with the flexibility to make payments at their convenience.