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Frequently asked questions

  1. How can I cancel my reservation?
  2. How can I change my reservation?
  3. How does it work? What happens when I book?
  4. How is my reservation confirmed?
  5. I need a child seat. Now what?
  6. What if I need wheelchair space?
  7. How many car service providers are part of the network?
  8. I would like to cancel my reservation. Is there any cancellation fee?
  9. What should I take as proof of the pre-booked reservation for the driver?
  10. What do I need to do if the vehicle I booked doesn't show up at my pickup location?
  11. What if the pickup point must be changed?
  12. What is the luggage allowance?
  13. What should I do if my luggage appears to be lost upon arrival and I will be late for my transfer as a consequence?
  14. What should I do if the reservation was successful but I didn't receive confirmation by email?
  15. What do I have to do when my flight is delayed or cancelled?
  16. How about refunds?
  17. Which payment methods are available?
  18. What vehicle-categories do you offer and what are the differences?
  19. At how many airports is the service offered?
  20. What happens if I don't show up at the pickup location in time?
  21. What happens if my flight is delayed ?
  22. Where do I meet my driver in the case of an airport transfer (ground transportation)?
  23. Where do I meet the driver when I'm at a railway station?


How can I cancel my reservation?

You can cancel your reservation by logging into your profile where you select "Bookings" in the "My account settings tab". There you find all your reservations, select the one you need to Cancel and press the Red-button. Easy.

If you don't have a profile you can register and cancel the ride via above procedure.

You should at all times receive a confirmation of the cancellation by email. We will automatically send the money back to you within the next days according to our terms and conditions.



How can I change my reservation?

You can change your reservation by logging into your profile where you select "Bookings" in the "My account settings tab". There you find all your reservations, select the one you need to Change and press the Blue-button.

If you don't have a user profile you can register with the same email address you use for your bookings at this website and change the ride via above procedure.

You should at all times receive a confirmation of the change by email. The transfer company will have to approve this change. After that you will receive a new reservation confirmation email and/or a new voucher with the changed details.
Please note, if you change the reservation a short time before the ride, there is a chance the provider will not see it in time. In case the ride is for the same day and you already received a voucher from us, always contact the provider directly via the telephone number provided in the initial voucher.



How does it work? What happens when I book?

Step 1: Select locations, time and number of passengers. When entering a time for a pickup at the airport, you have to consider the time needed to arrive at the meeting point after the landing of your flight. The pick up time is the time to meet with the driver. The provider will monitor the flight number and adjust to minor delays. If you need more time at the airport, you need to indicate in the "notes to driver" in step 3 that you explicitly want to picked up at the indicate time and not any sooner. Please note that in that case the provider will not have the opportunity to adjust to any flight delays! Step 2: Select vehicle Step 3: Enter your name, telephone number and flight number and choose a payment method. After paying, you receive a reservation confirmation per e-mail + SMS and a payment receipt. After acceptance by the provider, you will receive the voucher which you can show to the driver on paper or digitally.



How is my reservation confirmed?

You will first receive a reservation confirmation email + SMS and an email containing the receipt. After confirmation by the car service provider you will receive a voucher ultimately 24 hours before your first ride.



I need a child seat. Now what?

The law regarding the use of child seats varies from country to country. We recommend that you bring your own child seat if it is not certain whether the car service provider has child seats available. You are always responsible for fitting the child seat and your child yourself, this is never the responsibility of the car service provider. If you require a childseat, you can indicate that in the "notes to driver" in step 3 of the booking process. Please use English as language and indicate the age, weight and length of the child.



What if I need wheelchair space?

If you require wheelchair space, you can indicate that in the "notes to driver" in step 3 of the booking process. Please use English as language. Foldable wheelchairs are regarded as 1 piece of luggage. Always book a minivan in case you need wheelchair space!



How many car service providers are part of the network?

We offer transportation at over 500 airports and 135 train stations, with currently more than 1000 car service providers and over 20.000 vehicles.



I would like to cancel my reservation. Is there any cancellation fee?

If you book without buying our "cancellation option": If you cancel your booking more than 24 hours in advance, we will refund the full amount but will deduct 5 percent administration costs (minimum of 10 euro).
If you cancel your reservation between 24 and 12 hours before the pickup time, we will refund 50% of the total amount. If you cancel your reservation between 12 and 6 hours before the pickup time, we will refund 25% of the total amount. We will not refund any money if the cancellation was made within 6 hours in advance or you don't show up; in that case the private hire company would already have incurred costs and we will have to compensate him for that.

You book and buy our extra "cancellation option": At a cost of 2.5% of the total amount, we will refund 100% if you cancel the ride before the pickup time has passed.



What should I take as proof of the pre-booked reservation for the driver?

Only your voucher (paper or digital).



What do I need to do if the vehicle I booked doesn't show up at my pickup location?

If the vehicle or driver you reserved is not at the location mentioned on the voucher, please first contact the private hire company. The number for the private hire company can be found on top of the voucher. In the unlikely event that the private hire company does not answer your call, you can call our emergency number service centre. The phone number is printed at the bottom of your voucher. Please be patient and allow the driver at minimum 20 minutes to arrive. Before leaving the pickup point, you need to let us know. We will try to resolve your problem as soon as possible by contacting the private hire company. If that is not possible, we will try to find and book alternative transportation for you. Should this not be possible at all, we will refund your money in the next days. Please note, if you have a problem, always call us so we can look for a solution and you cannot solve it with the car service provider, please let us know. If you call us later or send us an email after the event, we won't be able to assist you anymore and we will charge 5% (minimum 10 euro) administration costs in case of a refund. Complaints must always be reported within 14 days, otherwise it can not be processed anymore!



What if the pickup point must be changed?

If you need to change the pickup or destination point, you can do that by visiting your profile before the ride. The maximum difference in distance you can change is limited however. Should you redirect the driver to some other pickup point as agreed upon whilst booking, you will have to pay the driver in cash for the difference in extra distance or extra driving time. In any case of changes made by you, price compensations for shorter distances or driving time will neither be refunded by us, nor by the driver.



What is the luggage allowance?

You can bring along one standard-sized suitcase measuring max. 158 cm (62 inch) l + w + h per person. You can also bring one piece of hand luggage per person. This is comparable to your luggage allowance when traveling by plane. When travelling with companions, please bear in mind that the trunks of most sedan (saloon) cars cannot hold more than three standard-sized suitcases. It may be better to book a minivan in that case.
IMPORTANT! Please note, in some countries the lugage amount is limited by law. In case you show up with more than the agreed lugage, in some cases the driver has the right to refuse the ride! In such case the ride will not only be refused, you will not be in title to any refunds!



What should I do if my luggage appears to be lost upon arrival and I will be late for my transfer as a consequence?

If your your luggage is lost, please contact the driver directly at the telephone number on top of your voucher and inform him what happened. Depending on how much time is needed to report that you luggage was lost, the driver can either wait for you, or you can cancel the ride. The driver will then tell you whether additional waiting costs will be charged. If so, this will be charged by the driver directly. Should you decide to cancel the ride instead of asking the driver to wait, the full fare will still be due and cannot be refunded. If you are unable to reach the driver, please contact our service centre.



What should I do if the reservation was successful but I didn't receive confirmation by email?

If your reservation was successful, but you didn't receive a confirmation e-mail please first check your e-mail spam folder. If the e-mail is not in your spamfilter please contact our support center.



What do I have to do when my flight is delayed or cancelled?

When your flight is delayed or cancelled, please call the provider. His number is on top of the voucher.
Should you choose not to call the provider, he will leave the pickup point and you risk not getting your transfer.



How about refunds?

In case of a refund, we will immediately refund your money.



Which payment methods are available?

At the moment it is possible to pay with iDEAL, American Express, MasterCard and Visa credit cards and PayPal. If you wish to use a different method, please contact our service centre.



What vehicle-categories do you offer and what are the differences?

Economy class
Transfer service carried out by regular taxi cars (sedan). The vehicles can usually be recognised as taxis. Each car can carry a maximum of three persons and suitcases. Special requests, such as child seats, are subject to availability and can be booked at request. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.
Business
For travellers who appreciate convenience and efficiency at an affordable price. Well-equipped sedans are used, such as the Mercedes E-Class, BMW 5 series, Volvo V60, Lincoln Town Car and the Mercedes Viano. Meet and Greet airport service: you will be met by your driver immediately after collecting your luggage. Special requests, such as child seats, are subject to availability and can be booked at request. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.
Limousine
The highest standard in passenger transportation, carried out with privately owned vehicles such as the Mercedes S-class, BMW 7 series or Audi A8 and very skilled and discrete drivers. Meet an Greet airport service: immediately after collecting your luggage you will be met by your driver or hostess who will escort you to your vehicle. Special requests, such as child seats, are subject to availability and can be booked without additional costs. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.
Minibus
Minivans are vehicles for transporting groups. These vehicles can also be used in Economy and Business class. Transportation by minivan is for a maximum of seven to eight persons and standard-sized pieces of luggage. Special reqests, such as child seats, are subject to availability and can be booked at request. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.

Bus For transportation of more than 7 persons, our car service providers use coaches. It is possible to book a coach for up to 55 persons plus luggage. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.



At how many airports is the service offered?

We operate at more than 1100 service locations, and we are expanding each month.



What happens if I don't show up at the pickup location in time?

If you don't show up while the driver is waiting for you, this means that costs will be incurred. The driver will normally wait for you until 30 minutes after the plane has arrived on international airports, but if you don't show up he will leave and charge us the full amount. If you are unable to find the driver or car please contact the driver directly by dialing the telephone number specified in the voucher. If you cannot reach him, please call the service centre and we will assist you.



What happens if my flight is delayed ?

If you entered your flight number during the reservation process, the car service provider will monitor your flight to see if it is delayed. Our prices are inclusive of 30 minutes waiting time. Every situation is different, so please contact the provider and in case of an emergency contact our service centre. If you don't contact us and we cannot reach you by phone at the time of a problem, we consider the ride as a no-show. In that case you are not entitled to any reimburstments.



Where do I meet my driver in the case of an airport transfer (ground transportation)?

Please contact the car service provider on arrival. You can find his phone number on the voucher. Once you have called him, the driver will come to the meeting point indicated on the voucher. At airports with several arrival halls there will be several meeting points. If you specify your flight number with your reservation, the driver will be at the terminal where your flight arrives. If not, he will meet you at the main meeting point, which you can find by following the signs at the airport. In some cases the driver is forced to meet the customers in an alternative meeting point. In this case he will communicate the new meeting point.



Where do I meet the driver when I'm at a railway station?

You will meet your driver at the exit of the platform. Should you miss your driver, please go to the FrecciaRossa stand. You can also call the driver via the telephone number on your voucher.



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