About The Service

Q. How close to the accommodation will we be dropped off/ picked up?
A.We aim to provide a door-to-door service. Occasionally this not possible for access reasons (narrow or pedestrianized streets, private estates, or type / size of vehicle physically not allowing a nearer approach ) 

Q. What is the difference between Shuttle and Private transfer?
A.We offer the following types of transportation:
Shuttle Transfer:
This service offers a transfer with one or more stops en route to your chosen arrival point. The transfer type could be a taxi, coach or similar and may consist of your party plus other passengers.
Standard Private Transfer:
By selecting this type of transportation you will be contracting a transfer between the airport and your chosen accommodation for your party only. As soon as you have met
your driver you will depart for your destination. No waiting for other parties and no additional stops.

Q. Is it safe to use my credit card over the Internet?           
A.Using your credit card to make purchases via our web site is a secure way to pay for your bookings- as safe as booking through our telephone reservations centre.
We have put a number of security steps in place to give you, the customer, total confidence through the Internet.
All sensitive information, including personal details as well as credit card information, is kept confidential through the use of our secure server software (SSL). This means that The padlock symbol on your browser shows which pages are covered by this security system.

Q.My card keeps getting rejected. Why?        
A.There may be a number of reasons why your card has not been accepted. These include:
# You may simply have entered an invalid card number. The most likely reasons for this are that you have mistyped the card number or missed some of the digits, or you have not entered the card number we need. Please try again, checking your typing carefully
# The card type you have specified (e.g. Mastercard, Visa) does not appear to match the card number supplied. Please go back and check that the card type selected is correct
# Your bank has declined to authorise payment for this amount
# Your card may be of the type that requires the cardholder to be present,and is therefore not suitable for telephone/Internet bookings
If you still have problems, please contact the issuing bank of your card, as the payment is not being authorized by your bank.

Q.What is the baggage policy for transfers?
A.Each passenger is allowed one normal sized piece of baggage with a maximum weight of twenty kilos (20kg) and one piece of hand baggage up to five kilos (5kg).
For extra baggage please select the corresponding extra on the booking form.
The vehicle to transport you will be adequate for the number of people traveling and luggage contracted. Any excess luggage must be declared at the time of booking.
In the event of additional vehicles being required to transport an excess of undeclared luggage, the passenger will be held responsible for covering any additional costs.

Q.We require transfers. How much notice will you need for us to book?
We require a minimum 3 days prior to arrival to accept a booking.
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.

Arrival         

Q.We may take more/less than 30 minutes to exit. Will the driver be there?
A.Driver will be waiting for you. The 30 minutes indicated is an average time passengers take to exit with luggage. If you foresee that you will take less time (only hand luggage) or more (reduced mobility, etc) please advise in the observations box.

Q.Does the airport transfer take us directly to our accommodation?
A.Yes, we transport you directly to and from your chosen accommodation, or as near as the vehicle can get.
We aim to provide a door-to-door service.
Occasionally this not possible for access reasons (narrow or pedestrian streets, private estates, or type / size of vehicle physically not allowing a nearer approach, police requirements, meteorological conditions like snow blocking access to hotel, etc. ) in this case you will be dropped and collected at the nearest available point.

Q.How will we find our driver?
A.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.
Some airports have reception desks, at other airports the driver will meet in the arrival hall, other airports you may be requested to go to the coach bays (usually group bookings). Each airport has a different set of instructions. These instructions are integrated clearly into your booking voucher and include all details you need to make your transfer hassle free.
You will also have 24 hour telephone contacts issued on the voucher in the event you should still have problems finding your driver.
On completing your booking you will automatically receive a screen confirmation and also an e-mail receipt.

Q.If our flight is delayed, will the transfer be waiting for us?         
A.Yes, flight arrivals times are monitored.
If you have a big delay please contact us immediately to re-schedule your pick-up.

Q.How long will the driver wait for us to clear customs?
A.The driver will normally wait up to 60 minutes after your flight has landed before making enquiries with the airline, customs or immigration. After this procedure and if there is no sign of the passenger will the driver leave the airport.
If you are delayed in customs, immigration, baggage collection or lost luggage please call our offices to ensure that your driver will wait.
 
Q.What happens if I can’t find my driver at the airport?
A.Call the emergency telephone you will receive with your booking confirmation, and you will be directed to your driver.

Q.Should I put our flight arrival / departure times down taking on your time difference?
A.You should provide us with the times as shown on your flight tickets, without modifying.
All pick-up times will be calculated automatically and confirmed to you on your booking.

Q.My flight has been delayed. What do I do?
A.Small delays of 1-2h do not need to be notified, as the driver will be monitoring the airport control screens. (These screens only indicate that there is a delay, not when the flight will arrive)
To be able to re-schedule your transfer pick-up due to a major delay (2+ hours), please call our Customer Support telephone you have received on your booking confirmation.
To re-schedule your pick-up you must call Customer Support before the time your driver is scheduled to meet you at the airport. i.e.: As soon as you are aware of a major delay, call us on the telephone supplied on your voucher.
Please do not send us an e-mail advising flight delays as all e-mail is queued and may not be read on time.
 
Q. What happens if our flight is delayed, or I miss my connecting flight?
A.We ask for your flight details at the time of booking, so the drivers may check the arrivals board.
Drivers will wait up to one hour after flight has LANDED, allowing for collection of luggage and clearance of immigration / customs.
If you have problems collecting your luggage or clearing inmigration, please call Customer Care telephone supplied on your booking.
However if you know your flight is going to be delayed, or have missed your connecting flight, we request you advise Customer Care by telephone at your earliest convenience to re-schedule drivers.
We can only re-schedule drivers if you advise us before the driver arrives at airport as per the time originally booked.
                                                    
Q.My flight has been cancelled. What do I do?
A.To be able to re-schedule your transfer pick-up due to a flight cancellation by the airline company, please call our Customer Support telephone you have received on your booking confirmation.
To re-schedule your pick-up you must call Customer Support at lest one hour before the time your driver is scheduled to meet you at the airport.
We require the following details
* Your booking reference number
* Passenger name
* New flight details you will be arriving on : Airline, flight code, date and estimated time of arrival
* If departing or arriving airport have changed.

Q.I have walking difficulties, so it may take me a while to come through. Will the driver wait for me?
A.Yes, the driver will wait. If you foresee an extended delay, please indicate this fact in the observations section of the booking form.

Departure

Q.We would like to arrive at the airport well in advance of our flight. How can we ensure this will happen?
A.We aim to transfer our passengers 2-2 ½ hours prior to flight take off.
Most airline companies open their check-in desks 2 hours prior to flight take off, and close check-in 40-45 minutes prior to flight take off.

Q.Should I put our flight arrival / departure times down taking on your time difference?
A.You should provide us with the times as shown on your flight tickets, without modifying.
All pick-up times will be calculated automatically and confirmed to you on your booking.

Terms & conditions

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