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Frequent Questions

What type of transfers can I book?

We offer several types of private and shuttle transfers:

  • Transfers from the terminal (airport, port, station) to the resort, holiday place or private address you are accommodated. You can choose the option to book roundtrip back to the terminal for the return.
  • Transfers from resort, holiday place or private address you are accommodated to the terminal (airport, port, station). You can choose the option to book roundtrip back to the accommodation for the return.

What information do I need to book?

The system will show you the 4 easy steps to get your booking. Some of the most important aspects are:

Total number of passengers - please make sure that you include babies and children in the total number of passengers who will accompany you, for example, if three adults, a child and a baby are going on a trip, you will need to book a private transport vehicle for at least five people.

Accommodation address - depending on the type of resorts there may be more than one hotel, apartment complex, chalet or villa with the same name, so we would need the full name and address to avoid confusion.

Mobile phone number - It is very useful if we have to contact you once you have started your trip or during your stay. Please remember to add your country code. Your number will be included in the voucher and will be informed to our suppliers, but we will not give it to any other person or organization, and we will only contact you if necessary.

I need help! I can't find the route I want to book

If the route you are looking for is not available, please contact us via the Contact form at our website and our team will try to offer you the transfer service you need.

I want to make a booking for 3 people on the arrival journey and 5 people the departure one. How can I do it?

In this case, you need to book separately so you can choose the most convenient vehicle for each journey.

How do I pay for the transfer?

Payment is made in full at the end of the booking process. We have a totally secure and verified system that at the time of payment takes you to the payment platform of our bank, so that the collection operation is carried out on the website of our bank, which is a maximum protected and secured environment. Payment options:

  • VISA Debit / Credit, MasterCard and Maestro.

Can I book a shuttle to my villa?

We do not perform shuttle transfer services from or to private addresses, but if you wish you can choose the hotel or shuttle transfer stop available that is closest to the address you want to get to or from which you want to travel.

We recommend that you book a private transfer which will drop you off at the door of your accommodation.

I need to be picked up from a different town than the one on the outward journey. How can I do it?

In this case, you need to book separately so you can select the corresponding town for each journey.

Can I book a transfer with more than one stop?

It is possible in private transfers if the additional stop take place within the same town you originally booked. If it is another town, then you would need to book separately*.

*Some partners may apply additional fees for extra stops which would need to be satisfied directly by the passengers.

I want to book a transfer but the people I travel with arrive on different flight. How can I book?

Please, make sure you book using the details of the flight arriving the latest so you can make sure that all the other passengers are already at the airport as the waiting time of drivers can not be extended.

Can I book a transfer that stops so I can collect the keys to the apartment or villa?

Please, write it down in the comments during the booking process. It is usually possible if it is a quick stop and within the route. Some partners may apply additional fees for extra stops.

Can I book a one-way transfer to the airport?

Please use the booking box to select your route in the desired way and make sure the round trip option is unchecked. Then you need to add the flight number and scheduled departure time. System will automatically generate the recommended pick-up time (only for private transfers).

Can I book a one-way airport transfer without having to travel by plane?

Please use the booking box to select your route in the desired way and make sure the round trip option is unchecked. The system necessarily requires that you enter a flight number and a scheduled departure time to generate the recommended pick-up time.

If you need a different pick-up time please contact us via the Contact form at our website once you have booked and will amend your voucher to reflect your requested pick-up time.

Do I have to confirm the pick-up time at the airport?

Driver will be waiting for you based on the estimated arrival time of your flight. It is not necessary to reconfirm the transfer before arrival.

If you have a significant delay in the flight departure time, please contact the local provider, so that they can modify their service schedule and do their best to accommodate your service.

I have made a one-way booking to the airport. How can I know the pick-up time?

During the booking process, the system necessarily requires that you fill a flight number and a scheduled departure time to generate the recommended pick-up time (only for private transfers).

Do I have to check my booking with you once I have received the voucher?

After the payment is successfully completed, booking gets active and you will receive the voucher by email.

Please also check your spam/junk box as this could have been directed there. No need to reconfirm.

If haven’t received the confirmation email after 10 minutes from payment, please contact us via the Contact form at our website before trying to book again so we can avoid duplicity.

How do I know if my booking has been made successfully?

After the payment is successfully completed, booking gets active and you will receive the voucher by email.

Please also check your spam/junk box as this could have been directed there. No need to reconfirm.

If haven’t received the confirmation email after 10 minutes from payment, please contact us via the Contact form at our website before trying to book again so we can avoid duplicity.

I have not received the booking confirmation. How can I get it?

If haven’t received the confirmation email after 10 minutes from payment, please contact us via the Contact form at our website before trying to book again so we can avoid duplicity

Do I need to bring any documents?

It is essential that you take the booking confirmation voucher with you during your travel.

It is necessary that you show it to the driver to identify you before starting the journey.

What do I need to know for bookings that include children and babies?

Please note that for some destinations it is a legal requirement that babies, and children sit in an approved seat.

If the regulations of the country of the transfer require it, it is mandatory that you indicate the number of children and babies during the booking process and that you request for baby seats or boosters in the comments field.

We will try to ensure the presence of approved seats whenever you select them, but on certain occasions it will not be possible to provide them for logistical reasons. If you are not willing to allow your children or babies to travel without special seats, please make sure to bring your own approved seats.

Can I include a booster seat in the booking?

You can select these seats during the booking process. Some providers have this as a courtesy FOC and some others have this as a supplement that you may have to pay directly to the provider, we will not charge you for this.

How much baggage can I take?

In private transfers, the amount of luggage you can transport depends on the vehicle you have selected. Usually, our vehicles have enough space for one suitcase per person.

If you have excess luggage such as other suitcases, wheelchairs, baby carriages, bicycles, golf clubs, snowboards, skis, etc. you may need to book a larger capacity vehicle. You can contact us via the Contact form at our website and we will help you choose the right vehicle for the luggage you are transporting.

In shuttle transfers, luggage is limited to one suitcase per person.

If you additional luggage, we can only transport it if there is free space in the boot.

I have to change the name of the person traveling with me. How can I do it?

We only need the lead passenger name for the booking. Do not need other passenger’s details. Please contact us via the Contact form at our website if you need to make any amendments on the main passenger.

How long is the journey?

The journey duration may vary depending on local road conditions, traffic volumes, local festivals, etc. Shuttle transfers generally involve multiple stops, so travel times will be longer.

Please note: the driver may have to do a mandatory rest stop for journeys over 4 hours long.

Where is the transfer picking me up and dropping me off?

We strive to offer you a door-to-door service, however, this is not always possible as some accommodations are in pedestrian areas or limited access zones. When these restrictions exist, the transfer will always try to pick you up or drop you off at the closest possible location.

What do I have to do when my plane lands?

Once you have landed, please proceed without delay to the meeting area with the local driver / supplier (usually the arrivals hall). Please follow the instructions on your booking confirmation voucher.

If you have any problem with your luggage or visa, please contact local driver / supplier. 60 minutes after the flight arrival, the driver may leave the airport and you may lose your transfer.

If you have any issues finding the driver, please call the emergency telephone number indicated on the booking confirmation voucher. It is possible that the driver is also trying to find you.

Please do not leave the airport before trying to contact the supplier.

How long do I have to wait at the airport for my transfer?

In private transfers, journey starts just after you meet the local driver / provider.

In shuttle transfers we work with the scheduled arrival times of the flights. Once we have received all the clients, the transfer will begin. You have a maximum time of 45 minutes from the flight arrival time to meet the driver. Please do not delay, please consider that there may be other passengers waiting for you.

What happens if my flight is canceled or delayed?

If your flight arrival is canceled, or you experience a long delay, it is very important that you contact your local transfer provider. Contact information is available on the booking confirmation voucher.

If your flight is canceled, please contact immediately the supplier so you they can try to accommodate their schedule.

Please note that we cannot be held responsible for additional costs arising from flight delays or cancellations.

If your return flight is changed while you are on vacation, please contact the local provider to report the changes and reconfirm the pick-up time using the contact details on your voucher.

We cannot be held responsible for expenses incurred due to a journey delay or loss of travel connections resulting from bad weather conditions, road conditions or any other factor beyond our control.

I have changed my accommodation, how can I inform you?

If it is over 48 hours to the booking date/time, please contact us via the Contact form at our website indicating your booking number and the amendment you request.

If the new hotel is in the same resort / town, we will modify it for you and you will not have additional charges but if it is in another resort or town, this could generate additional costs and/or a new booking.

Please consider that we cannot assure the confirmation of amendments requested under 48 hours to the booking date/time.

The airline has changed my flight, how can I advise you?

If it is over 48 hours to the booking date/time, please contact us via the Contact form at our website indicating your booking number and the new flight details.

We will modify it for you, and you will not have additional charges

Please consider that we cannot assure the confirmation of amendments requested under 48 hours to the booking date/time.

How can I change my booking?

If it is over 48 hours to the booking date/time and you need to change some details of your booking which do not modify the rate (date / time or different pick-up location in the same town), please contact us via the Contact form at our website indicating your booking number and the change you want to make.

We will send you an updated voucher at no additional cost.

Please consider that we cannot assure the confirmation of amendments requested under 48 hours to the booking date/time.

For other amendments (route, vehicle, extras, etc.) it is necessary to make a new booking.

How can I find out the pick-up time and point of my departure transfer from the accommodation to the terminal?

Shuttle transfers. You need to contact the local provider as per the instructions on your voucher.

Private transfers. During the booking process, the system necessarily requires that you enter the flight departure time so the pickup time is automatically generated and included in your voucher.

I missed my flight. Can I still use my transfers?

If you miss your flight, please contact the local provider as soon as possible. We can not assure you can re-schedule your flight but the earlier you advise the most chance you have.

You can of course still use the return journey (if booked) that will remain active.

What can I do if I lose any belongings during the journey?

In case you forget any of your belongings along a journey, please contact the local provider so they can try to locate it and that you can organize the way you can retrieve it.

Unfortunately, we cannot be held responsible for items lost in vehicles that cannot be found.

How can I cancel my booking and how much does it cost?

To cancel your booking, please contact us via the Contact form at our website indicating your booking number. We will indicate the process to follow and the return policy and cancellation costs.

You can check cancellation fees at Terms and Conditions.

What should I do if I want to make a complaint?

For any complaint or claim please contact us via the Contact form at our website.

Complaints received over 7 days after the scheduled booking date/time will not be considered.

Any complaint derived from non-compliance or neglect of our terms and conditions, such as not traveling with your booking voucher, not confirming the pick-up details or providing incorrect information while booking, will not be considered.

Read more at Terms and Conditions..

My departure transfer has not arrived! What can I do?

According to the instructions on the booking confirmation, please wait a courtesy of 10 minutes over the agreed pick-up time before calling as there may be delays due to traffic or the pick-up of other passengers (in the case of a shuttle service)

If haven’t been picked up after the courtesy time, please contact immediately the provider (contact details included in your voucher) and follow instructions.

We cannot accept to take any responsibility for the expenses incurred in case you miss your flight. If you are not finally picked up please arrange your own transport to get to the airport on time.

Please advise us of this issue via the Contact form at our website indicating your booking number. We will check this also with the provider so they can inform us about. Please note that a refund depends of the result of the investigation.

If after the investigation is determined that it was an error from us or the provider, then we will refund the affected leg/journey in full.

How can I know the type of vehicle that will pick me up?

We cannot tell you the specific models of the vehicles as these may vary depending on our providers.

If you have booked a shuttle transfer, it will generally be a transfer on a coach, minibus or minivan.

Sometimes our suppliers do not have enough passengers to use larger vehicles and may choose to ship a smaller vehicle such as a minivan or sedan.

If you have booked a private transfer, it will usually be a sedan type car or a minivan. For reasons of availability, it is possible that another type of vehicle with a greater capacity will be used, but always only for you.

Which hotels does the shuttle bus stops at?

Our shuttle transfers will only stop at the main hotels in the resort or town that you select. Due to possible local restrictions or road conditions, sometimes a door-to-door transfer may not be possible. When these restrictions occur, the vehicle will stop and pick up or drop off passengers at the closest possible point to the accommodation.

Can I use a shuttle transfer service to take me to the bus station?

Our shuttle transfer services are established only for routes with high volume of passengers. If you cannot find a shuttle option in the desired route when searching in our website, then you need to book a private transfer service.

My pick-up time is shown when I book my private transfer, do I need to confirm the pick-up time again before my transfer departs?

The system necessarily requires that you enter a flight number and a scheduled departure time to generate the recommended pick-up time. No need further confirmations.

What is the route / schedule for the shuttle transfer service?

Shuttle transfer services are organized with the arrival or departure flights for which they are available and will only stop at the main hotels to drop off or pick up passengers. There is no timetable available as such, as these are not regular transport lines.

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