Frequently Asked Questions

If your question is not answered on this page, or you'd like more information, please contact us via phone or email or visit this page Terms and Conditions

Question 1:

I'm arriving at the airport, and it may take me some time to get my bags and clear customs. Is any waiting time included in my reservation? 

Yes. Airport reservations include "waiting minutes" to allow you to get from your plane to your vehicle. We include 45 minutes of waiting time.

Question 2:

How do I know if my service has arrived? How do I identify my driver?

For all our service types, our driver will be on location by the time indicated on your trip confirmation. If you don't see your driver at the reserved time, simply call the number on your trip confirmation and we will locate the driver for you.

Question 3:

How do you deal with "No-shows" or late clients?

No-shows are billed in full for the reserved service. If you're late, waiting time may apply. To avoid extra charges, you must call the number on your trip confirmation or send us an email as soon as you know that you'll be late or your flight details have changed.

Question 4:

What if I need to cancel my reservation?

If you want to cancel the arrangement of transfer, we require confirmation by e-mail by leading passenger (lead passenger or agency that made reservation for clients). Costs are based on the total cost reservations and they are as follows:

For cancellation:
More than 72 hours - free of charge
Less than 72 hours prior to travel - 50% of price will be charged
Less than 24 hours prior to travel - 100% (Full price will be charged)

Cancellation will be considered from the moment when we receive cancellation notification e-mail.

In the event that your flight gets cancelled, you may cancel your reservation no later than 4 hours prior to the scheduled pickup time.

Question 5:

Do you have a service guarantee?

Once you receive a trip confirmation in e-mail correspondence, we guarantee that your vehicle will be on location on the scheduled date at the scheduled time. Please make sure that these details are accurate on your trip mail confirmation, and if they're not, please call us as soon as possible.

Question 6:

How far in advance do I need to book?

We really can't say. Demand for transportation services tends to vary greatly from day to day. Our guidance to you is to reserve as soon as you possibly can. At the absolute latest, if possible, please give us at least 24 hours' notice for a reservation.

 

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