Everything related to the creation of reservations, cancellations and modifications.
To book a transfer, use the availability search on our website.
Reservations are confirmed instantly. You will receive a confirmation email once your payment has been processed.
Reservations are confirmed instantly. You do not have to call or email us to confirm reservations already created. After payment, you will receive a confirmation email to the email address used during the booking process.
If you have made your reservation through a travel agent, a travel agency, an online agency or any other place other than our website or app, please contact them to modify or cancel your reservation. We cannot modify or cancel reservations that have not been made directly with us.
If you are a client of ours or have made the reservation directly on our platform, you can cancel the reservation directly with one of our advisors at phone +34 659 851 113
Pick-ups at airports, ports and train stations: In the email we sent you with the confirmation of your reservation you can find the meeting point where our driver will be waiting for you.
Pick-ups from Hotels or Addresses: Our driver will pick you up at the indicated address or hotel. Please note that some addresses and hotels have traffic limitations, either due to urban planning regulations or road works, in these cases the driver will pick you up as close as possible.
If you or a passenger have forgotten something in the vehicle, please contact us using the telephone number provided on your booking receipt.
The costs incurred to recover the forgotten object/items are your sole responsibility.
Airport Pickup: Our driver will wait for you for 1 (one) hour after your plane has landed. If you have correctly indicated your flight number, you will be monitored and our driver will wait for you for one hour after the plane has landed. Flight changes must be communicated at least 24 hours before arrival. If your flight number is incorrect or has changed and we have not been informed, our driver will wait one hour from the arrival time you have selected in your reservation.
* Please remember that the flight number or departure and arrival times can be modified on our website. HOW TO MODIFY A RESERVATION.
At other collection points such as addresses, ports or train stations, the waiting time for our drivers will be 15 minutes.
We are not responsible for any costs incurred due to flight delays or missed travel connections as a result of poor weather conditions, road conditions or any other factors beyond our control.
We monitor the arrival times of flights, trains and cruises in case of delays. Please contact us using the number or email address provided on your booking receipt to report any delays. Wherever possible, we and our partners will do our best to reschedule the transfer according to your new arrival time. If your delay exceeds 3 hours, you must claim the cost of your transfer from your flight, cruise or train provider.
If you want to know more about free waiting times, FREE WAITING TIMES.
Child seats can be added when making your reservation, during the reservation process. The cost of child seats varies from airport to airport, but wherever possible these extras will be offered completely free of charge.
Booster seats are suitable for children between 15 and 36 kg (or 4 to 12 years old)
Baby seats are suitable for small children weighing between 9 and 18 kg (or 10 months to 4 years).
* If you need a baby seat for a child under 10 months, you must travel with your own.
In case your flight has been canceled please notify us urgently by phone or through the help center by sending us a request.
If we are not notified of changes or cancellations to your flight, transportation may be provided in accordance with the original reservation details. In this case, we will not be responsible and no refunds will be given.
* Remember that you can cancel or modify your reservation at least 24 hours before the pickup time, directly on our website. If you don't know how to do this, see HOW CAN I CHANGE A BOOKINGor HOW TO CANCEL A BOOKING.
In case you cannot find the driver, please call us immediately. You can find our phone number in your confirmation email. If you organize alternative transportation without notifying us, we will be released from our obligation to provide the service and no amount will be refunded.
If your private transfer driver is unable to contact you, he or she will call the mobile phone number provided by you during the booking process. Make sure you travel with that cell phone and that it is turned on. If you cannot be reached at the telephone number provided, we will not be able to provide you with service and no refund will be made.
Yes, you must bring the printed booking voucher or alternatively you can show it to the driver on your mobile or tablet.
Yes. Our service is private and door-to-door and the driver will pick you up and drop you off as close as possible to the addresses provided.
In some destinations or due to road works or other circumstances, you may be dropped off or picked up at a central point within a reasonable distance of your final destination.
After collecting your luggage, proceed through the gates to the arrivals terminal or the meeting point specified on your booking voucher. Our driver or a representative will be waiting for you with a sign with the name of the main passenger.
Luggage Policy: One medium-sized piece of luggage and one piece of carry-on luggage, such as a carry-on bag or small bag, is allowed per passenger seat. Carry-on suitcases are considered suitcases and not carry-on luggage. For example, if you have booked a vehicle for 8 passengers, you are allowed to carry 8 pieces of medium-sized luggage and 8 pieces of carry-on luggage.
We strongly recommend that you upgrade to a larger vehicle if you feel you are traveling with extra luggage.
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