FAQ

Do you have a question? Here are some of the most frequent questions (and answers!) we’ve received over the years.

Still can’t find an answer to your question? Please fill out this contact us form and we’ll get back to you as soon as we can.

Right after you complete your booking and payment you will receive a booking confirmation and a travel voucher to your email. From this moment on – your booking is confirmed.
In any case of change in the number of passengers, pickup time or place or the number of suitcases allowed per passenger you should update us directly through email or the contact us page on the website.
If you need to cancel your booking, you should update us directly through email or the contact us page on the website. If your cancellation is made within 48 before your scheduled service (for individuals) or within 72 hours (for groups) you may be charged a cancellation fee.
When booking a Private Service ride the driver will be waiting for you as soon as you enter the arrivals hall, holding a sign with your name on it, and will only pick up you and the fellow travelers you booked directly to the hotel. When booking a Shared Shuttle Service you may have to wait up to 45 minutes for the arrival of the other passengers. Additionally, there will be drop off at several hotels.
The price for a Private Service is per vehicle (all passengers) per direction and the price for Shared Shuttle Service is for the selected number of passengers per direction.
Our policy is to show the final price on the website, we do not charge any additional fees even in the event of traffic jams or various delays which extend travel time.
The price you paid is all inclusive and tipping the driver isn't mandatory. However, it is customary to tip the driver if you are satisfied with his work.
We allow one suitcase (up to 20kg) and one carry on (laptop case/backpack) per passenger. In case you exceed this limitation, please update us beforehand because that might require us to use a different vehicle according to the number and weight of your baggage.
If you booked Private Service the driver will be waiting right at the arrivals hall holding a sign with the name of the passenger you provided in your booking. If you ordered a Shared Shuttle Service, you will find detailed instructions of your meeting point on the voucher you received while making your booking.
No worries, the service providers we work with are updated on the schedule of arrivals and departures and update your pickup time accordingly. If the delay is longer than 3 hours, please update us on the emergency line / WhatsApp which you can find on your travel voucher.
If the time of your return flight has been changed please contact us as soon as possible on the emergency line / WhatsApp which you can find on your travel voucher or through the contact us page on the website and provide your booking confirmation number. We will do our best to match your pickup time to the updated takeoff time of your flight.
Sometimes, at crowded airports, it is not easy to locate your driver. In this case, please go over the signs of drivers waiting at the arrivals hall and try to locate your driver. In the rare event when you still can't find the driver, please contact us on the emergency line which is available 24/7 or via WhatsApp to receive real time help. Do not leave the arrivals hall using other transportation methods before contacting us.
In case the flight landed on time and a delay was caused due to lost luggage, delay in customs or delay by the border police, call the emergency line and update. If the driver has not received an update regarding the delay after more than an hour we do not guarantee that he will wait.
In any booking, we provide the details for the return pickup time. In Private Service the pickup time is set at the time of the booking. In the Shared Shuttle service, for some destinations pickup time is set at the time of booking, and for other destinations the time is set by the local company on the day before your return. Please pay attention to the instructions at the bottom of your travel voucher regarding your return pickup time. If there is a change in your return flight, such as flight number, departure time etc please update us directly through email or the contact us page on the website.
If you fly with special equipment please contact us before booking because special equipment may require changing the vehicle we send to pick you up.
If you can't find your requested pickup destination you may contact us through the contact us page, explain the details of your request and we will get back to you with a quote as soon as we can.
Of course! Please use the contact us page to explain the details of your request and our representatives will contact you in order to give you a quote.
If there are less than 48 hours until your desired pickup time, please contact us before booking because it may affect the availability of our service.
If you used our services and were unsatisfied with the quality of service, please let us know through email or the contact us page. Explain the details of the incident and our customer service representatives will look into the case with the responsible party abroad.