Frequently asked questions F.A.Q.
Does the airport transfer take us directly to our accommodation?

With private transport, the vehicle shall take you to, or pick you up as close as possible to your accommodation, taking into account the physical characteristics of the vehicle and access to the contracted address.

Occasionally it is 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

With shared shuttle services you will be transferred to your accommodation or the nearest pick-up / drop-off point to your accommodation.

With Public transport you will be dropped off and collected at predefined bus stops, bus stations, etc.

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.

Some airports have reception desks, at other airports the driver will meet in the arrival hall, at other airports you may be requested to go to the coach bays (usually group bookings). Each supplier at 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 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.

If you have problems collecting your luggage or clearing immigrations, please call your supplier or the Customer Care telephone number supplied on your e-mail confirmation of booking.

In respect of flight delays, diversions, missed connections when the transport service originates from the airport, the waiting policy is:

Flight Delays:
  • Private hire with driver: Flight delays from original scheduled flight time of up to 3 hours are included. With Flight delays over 3 hours you must contact the Supplier to request the vehicle be kept waiting. An additional fee is payable in advance of the transport service. If you do not do this, the service will not be provided.
  • Shuttle or Shared ride: You will be offered transport on the next available shared service.
  • Public Transport: You will be offered transport on the next available scheduled service.

Please do not send us an e-mail to advise of delays as e-mails are queued and we may not read your mail until it is too late.

Flight Diversions:

The airline will transport you to the scheduled airport, and the delay policy above applies.

Flight Cancellations, missed flights and missed connections:

Please refer to our cancellation policy.

How long will our transfer take?

We give an indication of the distance and driving time between transfer points at the moment of booking. This information is supplied as a guidance only and not as commitment.

The Supplier retains absolute discretion to choose the actual travel route to your destination, and it may not necessarily be the most direct route or use toll roads.

We would like to arrive at the airport well in advance of our flight. How can we ensure this will happen?

We aim to transfer passengers between 2 and 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.

Ensure that the date, time and location on your voucher or subsequent e-mail allows you to arrive at your departure airport at least 10 minutes before the checked desk opens.

Should I put our flight arrival / departure times down taking on your time difference?

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 voucher.

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. As a booking agent of the Supplier, we will forward your service booking request to the Supplier.

Please check the date, time and location on your voucher or subsequent e-mail communication from us for the pickup details of your transport service. You must ensure that the arrival time at the departure airport allows you to arrive least 10 minutes before the check-in desk opens (not closes) and under no circumstances less than two hours prior to the scheduled flight departure time.

How much notice will you need for us to book?

It is advisable to book at the same time you book your flights. Most destinations are bookable up to 24 hours prior to arrival; some suppliers will accept less notice.

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) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).

Any excess baggage must be declared when you make a service booking request.

The vehicle to transport you will be adequate for the number of people travelling 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.

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

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 the driver will leave the airport.

If you are delayed in customs, immigration, baggage collection or lost luggage please call your supplier to ensure that your driver will wait. You will find your supplier 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.

Do you cater for baby seats?

Yes, we can cater for baby seats at certain destinations. Not all destinations have baby seats available.

When booking if the supplier and the vehicle type have the possibility to offer baby seats this option will be offered during the booking process.

Please note that transfers by mini bus or coach do not travel in a special seat.

Baby seat option is only available on Private Transfer services, not Shared Shuttle services.

You must tell us if minors are included on your service booking request. You are obliged to use the child car seats provided, but we encourage you to bring your own for your children, as standards vary in different countries.

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

Once your booking has been revised, and the cancellation processed, you will receive a second e-mail confirming your cancellation definitely.

If you can't access your booking on line, because there are less than 48 hours prior to the first booked service, please call Customer Care.

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

Travelling with babies and young children implies extra preparation from your side: All his / her clothes, the push chair or baby buggy, maybe even a travel cot.

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.

If you are travelling with a lot of luggage, please read our baggage policy, and if you believe you will be travelling with more than the allowed luggage, please select the number of additional pieces of luggage you require.

The type of vehicle that will transport you will be calculated automatically according to number of people travelling with standard luggage plus any optional extras you choose. This will determine the size and capacity of vehicle.

In the event of additional vehicles being required to transport an excess of undeclared luggage, you will be held responsible for covering any additional costs.

Can I book if I don't have a credit card?

We accept booking payments by credit card, accept cash, payment on arrival, or bank drafts.

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

You have full details and telephone number of your supplier on your voucher. Please call your supplier and you will be directed to your driver.

Is ground transportation cheaper for babies and children?

No, unfortunately we have to charge for all passengers.

Is it safe to use my credit card over the Internet?

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 when purchasing your airport transfers over 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 information can only be exchanged between you and us, and that no third party can access this data. The padlock symbol on your browser shows which pages are covered by this security system.

We do not retain live records of credit card information on our web servers after the transaction has been completed (i.e. you will need to enter your details each time you book over the Internet).

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

We have over many years welcomed disabled travellers, providing help and assistance.

When booking, if you are travelling with a wheelchair and the destination has the option for wheelchair, it will be shown in the "Optional extras" on step number 3 of the booking process as "Foldable wheelchair , not electric" please select and continue your booking.

If you will be travelling with Motorized Foldable Wheelchairs or an Electrical Disability Scooter, these are considered as baggage, and our normal luggage allowance must be taken into account.

"Optional Extras" are only available on Private Standard Transfers, not on Shared Transfers.

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.

Specially adapted vehicles for people without mobility may be booked at some destinations, but only ON REQUEST due to the limited availability of these vehicles. We request you contact us with your travel dates prior to booking to verify availability and pricing.

Can you advise the mode of transport on offer?

The category of vehicle in which the transport service shall be provided is not guaranteed and the Supplier has absolute discretion to substitute the vehicle. Sometimes the vehicle may need to be substituted if it means that the service can be provided in circumstances where it would not otherwise be possible.

We will need to stop and pick up our apartment keys at a key collection office. Can we continue to the apartments?

Yes, there is no problem for a BRIEF stop to collect keys (5 minutes maximum) and continue to your accommodation IN THE SAME RESORT. If the key collection point is further than your actual destination, you must book the furthest point the vehicle will have to travel.

Our group comes on different flights, but would like to return to the airport together. How do we book?

We recommend you book independent arrival journeys from the airport, and one single return booking for all the group. Flight details must be of the earliest departing flight.

Could you provide your emergency telephone contact number should the driver not be at the airport?

Once you complete your booking you will be able to access your voucher.

On the voucher you are issued complete and detailed instructions on where and how to meet your driver. You will also find local telephone numbers and our own 24 hour contact numbers.

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

We do not recommend booking of this type, as the transport service will wait only for the flight booked. If there are any delays from the other party joining (and delays do happen!), the service may not be provided.

I have walking difficulties, so it may take me a while to come through. Will the driver wait for me?

Yes, the driver will wait. If you foresee an extended delay, please advise us at the time of booking, so we can advise your supplier.

I will be travelling with my pet. How do I advise you?

Transportation of a much loved pet (cats and dogs only) can be a worrying experience. We are happy to cater for pets accompanying their owners.

You must have a correctly sized container to carry your pet, otherwise we may refuse travel for your pet. The following requirements must be met:

    • The container must be large enough for the pet to stand up, turn around and lie down in a natural manner. Your pet will be in the container for some time and therefore, it should be as comfortable as possible.
    • The container must be strong enough to protect the pet during transport, be secure enough to contain it and have sufficient ventilation on all four sides to ensure the air quality in the container will not deteriorate.
    • The door must be secured in such a manner that it will not open accidentally or your pet cannot open it during handling and transport.
    • Your pet's nose and paws should not be able to fit through any ventilation opening or door mesh.
    • The container must have a water pot and a food container accessible from outside.
    • Fibreboard or wire mesh containers are not suitable for air transportation.

Detailed instructions on the container specifications can be found in the IATA (International Air Transport Association) Live Animals Regulations. Most pet stores and many kennels sell containers or they can be made to measure to the IATA specification.

How do I make my booking?

You will have to advise us at the same time you make your booking. You will also need to indicate the dimensions and weight of the container (container weight must include weight of your pet).

Please note normal baggage restrictions apply, and you will most likely require to book additional luggage space so we position the correct type of vehicle.

Unaccompanied Pets are not currently catered for.

Pets are transported at owners own responsibility. Any transportation to pets normally produces stress to your animal and must be taken into account if you have a very sensitive animal.

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 half an hour 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.

I have lost my luggage; can you collect it for me later?

All the airlines have handling agents. They will organize for any mislaid luggage at the airport to be forwarded to your resort address.

Baggage left on board the transport vehicle shall be sent to the address given to us by you in the service booking request and you shall pay any additional charges.

I have received and error saying my browser is very old. What does this mean?

We try to make sure the site is as accessible as possible to the most number of platforms possible. But we are caught up in the dilemma to offer new features to our clients making your experience as enjoyable as possible or keeping as backward compatible as possible.

We will be arriving and departing from different airports. How do we book?

For arrival and departure from different airports, you should make two different single bookings.

In case you find the answers listed above not helpful, please do not hesitate to contact us.