Before you book
- How can I order a transfer?
You can order a transfer on our website either independently or with the assistance of our employees.
In order to book a transfer by yourself, use our international online transfer reservation system. You need to fill in the transfer search form on the home page of the site (“Departure date and time”, “Place of embarkation”, “Place of disembarkation”, “Number of passengers”, “Round trip/One-way trip”), then click the “Find transfer” button. The system contains a lot of popular routes and will offer you various options for transferring by cars of any class and capacity. You can choose the most suitable one by pressing “Select” and “Book” buttons. By filling the transfer order form, you can place a transfer order by yourself. And then you can pay for it by choosing a payment method using a Visa or MasterCard card or a bank transfer.
If our international online booking system does not offer transfer options that suit you, or the route you specified does not exist in this system—you can order the required transfer with the assistance of our specialists.
Fill in the application form for a non-standard transfer, or email us to firstname.lastname@example.org. Or just call one of the contact numbers. Our staff will, at your request, form any, even the most unusual route and arrange for a transfer by a car of the required class (from Economy to Executive) and the required capacity (from a car and minivan to a minibus or bus).
If you have sent us an offline application for a non-standard transfer, you will soon receive a notification from us about a possibility of processing your transfer and its cost.
If you have booked a transfer online in our international booking system, then after completing and paying for the transfer, a document will be sent to your email address, confirming the payment of the transfer with your order number and other details. We recommend you print out this document and have it with you during your trip.
If this document does not come to your email address after the transfer is paid for, make sure you contact our employees.
Please note that when you travel with children, it is important to specify that when ordering a transfer. Then the car meeting you will be equipped with a child seat or a booster.
Children’s seats and boosters are paid for separately, in addition to the cost of the transfer.
When booking online, please check “Child seat” or “Booster” in the “Additional options” and specify the required quantity.
If you order a non-standard transfer with the assistance of our specialists, our managers will include the children’s seats and booster in the cost of your order.
- What time in advance can I make a transfer order?
You can order a transfer at least 24 hours before the transfer, i.e. at least 24 hours before the time of your boarding the car you are ordering.
If there are less than 24 hours left before your trip—call our office by the phone number specified on the home page of the site, and we will try to help you.
- Can I book a transfer for another person?
You can order a transfer for another person and pay for it by yourself.
It is important that in doing so you correctly specify the data of the passenger in the transfer order form (passenger’s surname, first name and phone number, in case of arrival,—the flight number).
- I cannot arrange a route. What should I do?
In this case, you need to use the qualified assistance of our managers.
To do this, you can fill out an application form for a non-standard transfer , or call our office by phone, or email us to email@example.com.
Per your request, our employees will arrange a route of any complexity and almost anywhere in the world.
- I cannot find the right transfer, what should I do?
An international online booking system includes many popular routes. But if the independent transfer search system does not give you a result or you have difficulties with online booking, fill out an application form for a non-standard transfer, or simply call us, or email us to firstname.lastname@example.org. Our specialists will find a suitable option for you. Or they will develop a custom route specially for your request. We will provide you with a necessary transfer in any situation.
- How can I pick up a car for a transfer?
To choose the right car for your transfer, you need to pay attention to the class of the car. Depending on the class, the level of comfort during the trip, the number of passenger seats and standard places for luggage may vary.
By filling the transfer search form on the home page of our website and clicking on the “Find a transfer” button, you will be taken to the page with the list of options for your transfer. There you will find a fixed price for this or that transfer option and the characteristics of the corresponding cars: class, number of passenger seats, number of luggage places. You will only have to choose the appropriate option by pressing the active buttons “Select” and “Book”.
Please note: If you are traveling with children, every child is considered a passenger and needs a separate passenger seat. Consider this circumstance when assessing the car’s capacity.
- There is no suitable car for my transfer. What should I do in this case?
If the system does not provide a suitable vehicle option, when you look for a transfer by yourself, or if you have any difficulties with online booking—use assistance of our employees.
Fill in the application form for a non-standard transfer , simply call us, or email us to email@example.com. We will do our best to help you in finding the right vehicle. Experience and qualification of our specialists make us believe that you will be satisfied with the result.
- If I have bulky luggage, how do I solve this problem?
If you are carrying large-sized luggage (wheelchair, skis, etc.), please inform our specialists either in the “Additional information” field when completing the transfer application, or by contacting us by the phone number on the home page of the site.
Our specialists will offer you a way out of this situation.
- How do I pay for my transfer?
You should pay a full price for your transfer in advance and no later than a day before the trip.
You can pay for your transfer using a Visa or MasterCard card. Please note that the invoice is issued and paid in euros. If your card is issued in a different currency, your bank will convert the required amount in your currency into euros at the internal exchange rate of your bank. Usually such rate differs from the official rate of the Central Bank by no more than 2 to 3 percent.
If it is preferable for you to pay for the transfer by a bank transfer, then you can choose this payment option when placing the order, and will receive bank details of our company for transferring funds to our bank account.
After receiving prepayment for the transfer, we will email you a document confirming the payment of the transfer, indicating your order number, terms of the trip and the route. You need to carefully check if the information contained in the document is correct, print it out and have it with you during your trip.
If this document does not come to your email address after the transfer is paid for, make sure you contact our specialist.
- How safe is it to pay for a transfer with a bank card?
Services for transferring your bank card data to banking institutions are carried out by the Redsys processing company Redsys of the Banco Santander European bank on the basis of special encryption technology. The data itself is entered on the protected page.
Redsys does not transfer your data to third parties, including our system. The highest security level of data transmission by the Redsys is confirmed by PCI DSS 2.0 security standard of the payment card industry.
You can safely and confidently pay your order on our website by a bank card.
- Do I have to take special measures when travelling with children?
Yes. When ordering a transfer, it is necessary to indicate that you are travelling with children under 12 years old so that the driver can prepare permitted road safety devices for their transportation. To do that, mark “Child seat” or “Booster” in the “Additional options” section and specify the required quantity. Please note that according to the road traffic regulations in most countries of the EU and the CIS, the transportation of children under the age of 12 in cars without special restraint systems provided by law is considered a violation of driving regulations.
- Is it mandatory to order child seats?
Most countries enforce relevant laws and there are serious penalties for violations of the regulations for children transportation by car. There are high penalties for violations of the rules for children transportation by car. If you do not indicate the need for child restraints when ordering a transfer, the driver meeting you may refuse to transport you with children in his car.
- How can I check that my order has been accepted?
After receiving prepayment for the transfer, we will email you a document confirming the payment of the transfer, indicating your order number, terms of the trip, the route and other transfer conditions. You need to carefully study it and check whether all the information is stated correctly.
If this document does not come to your email address after the transfer is paid for, or if you found a mistake in it, make sure you contact us in any convenient way.
- Is it possible to save by specifying the address of “Place of embarkation” and “Place of disembarkation”?
The cost of the transfer does not depend on the location of your boarding and alighting within the community. You will be met or taken to any address within the community at a single fixed price.
Before you travel
- Where will the driver meet me?
If you arrive at the airport, the driver will wait for you at the exit from the closed passenger’s arrival area.
If you arrive by train, the driver will wait for you at the exit from the train arrival platform.
If you arrive by water transport, the driver will wait for you at the exit from the arrival pier.
If you leave a hotel, the driver will wait for you at the main entrance to the hotel.
If you leave a house, the driver will wait for you at the entrance.
- How do I recognize my driver?
Your driver will be holding a sign with your name.
- How to contact the driver who meets me?
Contact us by the phone number on the home page of the site and our specialists will communicate with the driver.
- Delayed flight or delayed train, what should I do?
When meeting at the airport or train station, our drivers monitor delays. No additional actions or expenses will be required from you.
You do not need to worry, remember: you are expected and will be certainly met.
- I arrived at the transfer place earlier, what should I do?
If you arrive at the transfer place ahead of time, your driver with a sign may not be among the meeting people. Do not go anywhere from the place of meeting with the driver, expect his arrival nearby.
You can also call us. Our specialists will offer you a way out of this situation.
- Will I be met for sure?
Our company has been making arrangements for individual transfers around the world for more than 10 years. Our partners and employees of our offices are professionals in the field of individual transfers. We do not involve random people in this work. Besides, the driver is highly motivated to meet you and provide the transfer service in the best way—this is his job, the source of his living.
You will have the number of the transfer dispatch service. When leaving the closed area of the airport, carefully inspect the signs of those who meet and keep your phone switched on.
- If the driver did not meet me, what should I do?
First of all, check the signs of the meeting people again. Perhaps you just missed your driver.
Wait for the driver for at least 15 minutes from the transfer time start, checking from time to time signs of the meeting people. Perhaps the driver temporarily left at the wrong time and will return soon. Or delayed due to traffic jams.
If your driver did not show up and did not get in touch after 15 minutes of waiting since the start of the transfer time, please report this to our 24-hour support service.
- Does the driver speak my language?
As a rule, the corresponding services of the carrier try to appoint drivers for the transfer who speaks the customer’s language. But it is not always possible. You should be prepared to have a vocabulary of English words required for travel. And even better—have a phrasebook, a small dictionary of the local language or a specialized translation app installed on your mobile device. In any case, the driver will have full information about the route of the trip, and there may be no reason to communicate with the driver at all.
- The number of the traveling persons has changed. Can I choose another vehicle?
If the car you ordered for transfer is not satisfying you anymore for some reason, you can pick up another vehicle for the trip. To do this, contact us by the phone number specified on the home page of our website or email us to: firstname.lastname@example.org
If you want to pick up another vehicle for your trip more than 24 hours before the transfer, you can do it absolutely for free. Just bear in mind that the higher the car class, the higher the cost of the transfer, respectively.
If there are less than 24 hours left before your trip—call the phone number specified on the home page of the site to our office and we will try to help you.
- How can I change or cancel my order?
To change or cancel your order, you need to contact us by the phone number specified on the home page of our website or send a corresponding email to email@example.com
- What time in advance of the trip can I change my order?
You can change your order at least 24 hours before the transfer start time you specified in the order, i. e. at least 24 hours before the time of boarding into the ordered car.
You cannot change the transfer date or cancel the order any time later than 24 hours before the transfer.
- Do you refund prepayment if the order is cancelled?
If you canceled the order at least 24 hours before the transfer start time you specified in the order (more than 24 hours before the time of boarding the ordered car), then the prepayment is paid back to you in full. The funds are repaid to you within five business days in the same way as you made the advance payment.
If you cancel the transfer any time later than 24 hours before the time of boarding the ordered car, no refund of the advance payment for the transfer is made.
- Do I have to pay the driver additionally for waiting?
In the event of a delay of a flight, train, steamer or intercity shuttle bus, a car with a driver, ordered for a trip, awaits the arrival of your flight free of charge and without time limit. The driver keeps track of the arrival of your travel and will be waiting for you on the spot (or, if there is a significant delay and the time of arrival is known, will arrive later).
After the arrival of your travel, the driver and car will be waiting for you for an hour without any additional charges. After an hour, the driver has the right to ask you for an additional fee for waiting. In this case, before the trip, you need to purchase a certain amount of cash in small denominations in local currency, dollars or euros.
- What is the legal basis for the transfer service you provide?
The legal basis for providing you with the transfer service is stipulated in the “User Agreement,” which you can see by clicking the link view the User Agreement
- Do I pay per car or per person?
When ordering a transfer, you pay for the car entirely.
Therefore, if the number of passengers transported as part of the transfer is increased within a permissible limit, you do not pay anything extra and you do not need to have such change approved by anybody. The level of permissible increase in the number of passengers depends on the class of the car and is determined by its capacity.
Choosing a class of car when placing a transfer order, you can see the number of passenger seats and standard luggage places. All these places and seats are at your disposal.
Please, take into account that children under 12 are considered legitimate passengers, and for their transportation, it is necessary to order child seats or boosters (child restraints, permissible by traffic rules).