FAQ

Yes, it is possible. We offer flexible booking options that allow you to secure your transfer without specifying the destination immediately. This is ideal if you want to keep your itinerary open. Select the flexible booking option and you can confirm the destination later, subject to availability. In this case, the assigned vehicle will have a taximeter, which will be activated at the start of the trip to calculate the fare according to the final distance.

Please enter the exact arrival time of your flight when making the booking. This allows us to coordinate the service accurately. We also monitor flight schedule changes, so if your plane arrives earlier or is delayed, we will adjust the pickup time accordingly.

Yes, you can modify or cancel your booking as long as you do so at least 48 hours in advance. The specific conditions for changes or cancellations may vary depending on the type of booking you made. We recommend checking our cancellation and modification policy before proceeding. If you need help, our customer support team will be happy to assist you.

Our cancellation policy varies depending on the type of booking:

• Free cancellation: if you cancel at least 48 hours in advance, no charges will apply.
• Late cancellations: if you cancel within 24 hours before the service, a partial cancellation fee will be charged.
• No-show: if you do not appear and have not cancelled in advance, the full booking cost will be charged.

We recommend checking the specific terms at the time of booking, as some promotions or special rates may have different conditions.

The specific booking terms depend on the service you choose. Key points include:

• Standard bookings: allow free modifications and cancellations up to 48 hours before the service.
• Special or promotional rates: may be subject to stricter conditions, including no free changes or cancellations.
• Last-minute bookings: may not allow changes or cancellations.
• Payments and refunds: when refunds apply, they are processed within 10 business days.

We recommend reviewing the terms and conditions when making your booking, as they will be specified in your confirmation email.

The penalty depends on when the cancellation or modification is made:

• Cancellations with less than 24 hours’ notice: a charge of 50% of the total booking cost will apply.
• No-show: 100% of the booking cost will be charged.
• Late modifications: may be subject to an additional charge.

We recommend checking the specific terms of your booking, as some promotional rates may not allow free changes or cancellations.

If you are entitled to a refund, it will be processed using the same payment method used for the booking. Refund times may vary depending on your payment provider:

• Credit/debit card: the refund may take several business days to appear in your account.
• Bank transfer: it may take several days to process.
• Digital payment platforms, such as PayPal: refunds are usually processed within 5 days.

We will send you an email confirmation once the refund process has been initiated.

You are entitled to a refund if you meet the following conditions:

• Cancellation within the permitted period: if you cancel your booking within the deadline specified in our policy, for example 48 hours before the service.
• Booking errors: if an error occurs on our side, such as a duplicate charge or incorrect confirmation.
• Exceptional circumstances: in cases of force majeure, such as cancellations due to extreme weather conditions or government restrictions, we evaluate each case individually.

Non-refundable bookings or specific promotional rates do not qualify for refunds, except in exceptional cases.

Non-refundable bookings are bookings that, once confirmed, do not allow changes or refunds, even if you decide to cancel. They often offer lower prices or special promotions, but the amount paid is not refundable under any circumstances, except in cases of force majeure.

We recommend making sure your plans are final before choosing this type of booking, as it will not be possible to recover the amount paid.

The transfer price includes the following services:

• Private transfer from the pickup point to your destination.
• Flight tracking: we monitor your flight to adjust the pickup time in case of delays or early arrivals.
• Luggage assistance: help loading and unloading your luggage.
• Professional driver: certified and experienced to ensure a safe and comfortable trip.
• Special seats, such as baby seats, child seats or booster seats, when requested in advance.
• Airport waiting time of up to 60 minutes.
• Tolls and fees: all route-related costs are included in the final price.

If you need additional services or intermediate stops, extra charges may apply.

The transfer price does not include:

• Unplanned additional stops: if you want to make intermediate stops, an extra cost may apply.
• Excessive waiting time: if the waiting time exceeds the specified limit, for example 60 minutes at airports or 15 minutes at other pickup points, additional charges may apply.
• Tips: although optional, tips for the driver are not included in the price.
• Costs not related to the route, such as parking fees at the destination or additional tolls if you change the route.

Our driver will be waiting for you at the designated meeting point:

• At the airport: the driver will meet you in the arrivals area with a sign bearing your name so you can identify them easily. If your flight is delayed or changed, our team will monitor it and adjust the pickup.
• At the station: the driver will wait at the main exit or at the specific area indicated in your booking confirmation, also with a sign bearing your name.

If you cannot find the driver, you can contact them directly using the number provided in your booking confirmation or contact our customer support team.

The driver’s waiting time depends on the pickup location:

• At the airport: the driver will wait up to 60 minutes after the flight arrival, including enough time to collect your luggage.
• At the station or port: waiting time is up to 30 minutes from the scheduled pickup time.
• At an address: waiting time is up to 15 minutes from the scheduled pickup time.

If you need more time, please let us know in advance so we can coordinate it. If the waiting time is exceeded, additional charges may apply.

Luggage capacity depends on the type of vehicle you choose when making your booking:

• Standard car: usually allows up to 4 medium suitcases of 23 kg and 4 pieces of hand luggage.
• Van or larger vehicle: ideal for groups or travelers with a lot of luggage, and can carry up to 8 large suitcases plus additional luggage.

If you are carrying bulky luggage, such as sports equipment, musical instruments or bicycles, please indicate this when booking so we can make sure the vehicle has enough space.

If you have more luggage than indicated in your booking, the driver will do everything possible to accommodate it, provided it does not compromise trip safety.

However:

• If the luggage does not fit in the vehicle, an additional vehicle may be required, which will generate an extra cost.
• Bulky or special luggage, such as bicycles, skis or large instruments, must be reported in advance to guarantee enough space.

We recommend detailing your luggage when booking to avoid inconvenience and ensure a comfortable, efficient service.

To ensure children’s safety during the trip, you can request child safety seats when making your booking.

You only need to:

1. Specify the number and type of seats required, for example baby seats, toddler seats or booster seats.
2. Indicate the children’s age, weight and height so we can provide the appropriate seats.

This service is completely free. If you have any questions, our customer support team will be happy to help.

If you travel in a wheelchair, we will be happy to adapt to your needs. Please indicate this when making your booking so we can assign a suitable vehicle.

• Folding wheelchairs: in most cases, standard vehicles can transport folding wheelchairs without any problem.
• Non-folding wheelchairs or passengers who cannot transfer to the vehicle seat: we can offer accessible vehicles with ramps or lifts, depending on availability at your destination.

We recommend contacting us in advance to arrange a comfortable and safe service.

It is possible to travel with your pet. You only need to inform us when making the booking so we can ensure that the assigned vehicle is suitable.

• Small and medium pets: they can usually be transported as long as they are in a carrier or travel crate.
• Large pets: they may require a more spacious vehicle, which can generate an additional cost.
• Local rules: make sure you comply with local regulations for animal transport.

If you have any questions or special needs, our team will be happy to help you plan the trip with your pet.

We offer several payment options for your trip, depending on what is most convenient for you:

1. Online payment: you can pay by credit card, debit card or digital payment platforms such as PayPal when making your booking.
2. Cash payment: if you prefer, you can pay the driver directly at the start or end of the trip.
3. Bank transfer: for group bookings or special services, we also accept bank transfers in advance.

Choose the option that best suits your needs during the booking process. If you need help, our customer support team is available to assist you.