Frequently Asked Questions
How do i book an Airport Transfer?
Easy, from home page, just fill in the booking form, making sure you give us all the details necessary inc flight number, arrival time & mobile no
Do I have to book my journey in advance?
Although you can book your transfer whenever you would like, we always recommend you do this at least 24 hours prior to your required pick-up. Short notice request cannot always be honoured seeing we might not have an available service provider(=driver) in the area of your request or we might be fully booked at the time. In extreme situations, your booking can be cancelled if we are unable to find an available service provider(=driver) , but we will inform you within 24 hours of reservation (applies to reservation processed online - website).
Do I need to have an account with you to book a taxi?
No, you can book a taxi without an account.
Are there any time restrictions to make a reservation?
Our reservation system working as Pre-booking system,we can not provide your service at the same hour or at the same day of your reservation, we only accept the reservations for atleast 24 hours later from your reservation date/time but we operate 365 days a year, 7 days a week, 24 hours a day.
How do I know you have availability?
We have a network of over 1000 operators, in the event that we can not supply the vehicle in the first instance we will be able to book the journey with one of our other partner companies. We will do this automatically and for the same price. If you are booking for an event like a race day or music festival or if you are booking a large vehicle, we recommend you book as far in advance as possible to guarantee your booking.
Will I receive confirmation of my journey?
When booking online you will receive two separate SMS. The first SMS confirms we have successfully received your reservation details and we are in the process of confirming your journey with our service provider partners. A second SMS will be sent to you, confirming your booking details and driver (=Service provider) details has been allocated and you're all booked in. If, in the unlikely situation we are unable to cover your journey, we will automatically refund your booking giving you plenty of time to make alternative arrangements.
I have not received my booking confirmation SMS?
if you did not receive SMS, first check if you entered your mobile number correctly, if you provided a valid mobile number and still did not receive SMS, please contact us via firstname.lastname@example.org or call us + 49 211 987 072 41
What are ‘one-way’ and ‘return’ bookings?
A one-way booking is a single journey from A to B, such as from the airport to your hotel. The price is based on the number of km/miles driven. A return booking is a two way journey from A to B and back again, such as from the airport to your hotel and then back from the hotel to the airport a few days later.
Do you need to know the flight number or terminal building?
It's best you give us the flight number or airline name, from this we can work the rest out. Don't worry if you don't know the terminal number.
Am I charged if my flight is delayed?
No, we do not charge you any extra if your flight is delayed. We always check your arrival time before we dispatch your driver.
How should I schedule my pickup?
As our service includes only 45 mins of free waiting and parking time, we advise those seeking to get a transfer service from all Airports, to use the following time frames, to avoid as much as possible any extra charges occurred from any delays further to our free waiting time...
- Domestic Flights - at least 15mins after landing (if only hand luggage, or 30mins with checked luggage)
- European Flights - at least 30mins after landing (if only hand luggage, or 45mins with checked luggage)
- International Flights - at least 45mins after landing (if only hand luggage, or 1 hour with check luggage)
We do try as much as possible to avoid extra charges, but where delays of over 45 mins after the scheduled pickup time occur, you will be subject to an extra charge (please see Terms and conditions for more details).
Do you charge if the destination is changed?
Yes, if it’s to a different post code or if stopped on the way to your destination, you could be charged more.
Is the price per person?
No, the price you see is the total price per vehicle and best part is no-share rides (only private rides) .
I have a lot of luggage, will it fit?
If you're not sure your luggage will fit in the vehicle you've selected, it probably won't. The best option when booking with large amounts of luggage is to book the next available vehicle size up. For example, if you are booking a saloon, book an estate, If you are booking a 6 seater MPV book an 8 seater minibus and if you are booking a 12 seater minibus book a 16 seater minibus. The price difference is often not that much greater and it will ensure you have a more comfortable ride. And remember, if you're booking with a return you may have more luggage on the way home.
Do you charge for extra luggage?
Please make sure you select the appropriate vehicle type to support the number of luggage. The driver could refuse or charge extra...
What vehicle do I choose?
Depending on the number of passengers and luggage, we recommend different size vehicles which we believe will best suite your needs.
- Saloon Car fits 3 passengers along with 2 hand luggage and 2 items of checked* luggage (*small or medium size, for large luggages we recommend an Estate Car).
- Executive Car fits 3 passengers along with 2 hand luggage and 2 items of checked* luggage (*small or medium size, for large luggages we recommend an Executive MPV Car).
- Estate Car fits 4 passengers along with 2 hand luggage and 4 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV Car).
- MPV Car fits 4 passengers along with 4 hand luggage and 4 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV5 Car).
- MPV5 Car fits 5 passengers along with 2 hand luggage and 4 items of checked* luggage or only 5 checked* luggage (*small or medium size, for large luggages we recommend an MPV8 Car).
- MPV6 Car fits 6 passengers along with only 6 hand luggage (if you have more than this amount of luggages, we recommend an MPV8 Car).
- Executive MPV Car fits 6 passengers along with 6 hand luggage and 6 items of checked* luggage (*small or medium size, for large luggages we recommend an MPV8 Car).
- MPV8 Car / Minivan fits 8 passengers along with 8 hand luggage and 8 items of checked luggage.
For groups of 9 passengers or more, we can either provide you with 2 (or more) vehicles or we can provide you with a quote for a coach from one of our partners. Such services are only available if you call us at + 49 211 987 072 41 , email us at email@example.com
*Executive = executive vehicle (Mercedes E Class / BMW 5 Series / Audi A6 / Mercedes Vito or Viano) + executive package (refreshments, newspaper/magazines and WiFi* access).
*Hand Luggage = cabin bag (which you are allowed to take with you on board the plane) which shouldn't be any bigger/heavier than 56x36x23cm and/or 7kg (15lb) / also known as a laptop bag, handbag, briefcase, backpack.
Checked luggage = check in luggage or checked bag, which isn't taken with you on board the plane) which shouldn't be any bigger than 90x75x43cm and/or 23kg (51lb).
What are the exact vehicle models for each category?
Depending on the type of vehicle you go for, by default, you can have one of the following cars undertaking your transfer...
- Saloon category includes: VW Passat, Citroen C4, Ford Mondeo, Skoda Superb, Toyota Prius, Hyundai I50, Vauxhall Insignia
- Executive category includes: Mercedes E Class, BMW 5 Series, Audi A6
- Estate category includes: VW Passat Estate, Ford Mondeo Estate, Vauxhall Zafira, VW Touran
- MPV/MPV5 category includes: VW Sharan, Ford Galaxy, Citroen Picasso
- MPV6-8 category includes: VW Transporter, Mercedes Viano, Mercedes Vito, Vauxhall Vivaro, Hyundai I8
We do not make any promises on the type of vehicle that will be undertaking your transfer. Special requests can be made at the time of booking but we can never guarantee a specific make/model will be undertaking your transfer (exceptions can occur for the executive service).
All the vehicles well maintained, in excellent working condition and clean. So far we have a proven track record of offering reliable and clean vehicles for all our transfers.
What happens if I forget something in the car?
In case you think you have forgotten something in one of our driver's vehicles, please contact us as soon as you can. Although we instruct our drivers to check the vehicle after each and every journey, misplaced items can be overlooked and can go missing once other passengers board the vehicle.
If you need any assistance with a lost item, you can call us at + 49 211 987 072 41 , email us at firstname.lastname@example.org
Please note we will require your booking ID and your name in order to complete a lost & found form.
Should we spot or find any misplaced items, we will contact you and arrange for a courier service to return the items to you. Please note all courier service charges will be payable prior to the package being sent.
What if my driver does not turn up at the agreed time?
You will be provided with the driver details prior to the journey commencing, and will know the driver's name, phone number and all details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at + 49 211 987 072 41 – our call centre is open 24 hours 365 days.
Where do I meet my driver when I land at the airport?
Our driver should be waiting for you at "Meeting Point" (Arrivals) with a meet & greet' board with your name clearly written on it near the airport information desk. Ensure you provided a working mobile number and your phone is switched on. We will try and contact you if we have any difficulty finding you. Please take a note of the service provider (=Driver) and our phone number this is sent in your booking confirmation SMS so you can ring us should you need to.
What if I'm waiting for my luggage and there's a delay?
Contact with the service provider (=Driver) which his contact details has been provided at your "Booking Confirmation Mail", the driver will wait for you as long as you let him know. Keep a note of our number also - + 49 211 987 072 41 if no response from the driver.
How long will the driver wait for me?
Your ride includes 30 minutes’ waiting time for standard (Address) pickups and 45 minutes for airport pickups (unless otherwise stated). Even if your driver has arrived early, your included waiting time starts from the time you booked your ride.
Why is the price I've been quoted more than advertised on the website?
The fares advertised are our typical fares for our standard vehicle, however fares can sometimes be higher depending on the time of day and day of the week. Fares can also be higher on bank holidays and at other busy periods.
Do you operate a fixed price policy?
Price quoted online is the price you pay.
What is your cancellation policy?
Our reservation system working as Pre-booking system. You can cancel your booking any time until 24 hours before your pick up time/date, we will charge no fees and we will refund full amount. You will be only charged % 100 if you fail (no show) to meet the driver at the pick-up point without cancelling; leaving without contacting/informing to the driver and us.
If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey price to rebook
If you double booked with a different company, but failed to inform or cancel the journey with us = 100% of journey price + parking/waiting fee
Can I book a vehicle with a child seat(s) or baby-seat(s)?
Yes. Should you require a car seat or more than one please select your child / Baby seat(s) Type according to your requierment (kg/age) at "Extra Services" page when making your reservation and we will endeavour to meet your requirements.
Tell me more about Passenger Safety?
We’ve taken a rigorous approach to ensuring the companies and drivers we work with are the best and safest companies in all over the world because your Safety is our priority. Every one of our partner companies are licensed with the Public Carriage Office (PCO) and are fully insured.
Our partners are fully licensed with the PCO, which means:
- Drivers have passed criminal record checks with the Criminal Records Bureau.
- Drivers have passed medical checks.
- Drivers hold valid EU driver’s licenses.
- All cars are checked for safety every year.