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Frequently asked questions
Answers to commonly asked questions
I've already made my booking

Due to security precuations taken by some email providers (Gmail, Yahoo, Hotmail), it's possible that our email was marked as unsolicited and ended up in your junk mail folder. It's important to check your junk mail folder in the 24 hours after making a booking. If you can't find it there, you can go to the “My booking” section and download it from there, or contact our customer service team.

For transfers from the airport, we will wait for you with a placard with your name on it in the arrivals terminal. However, once you've made your booking you will receive information about how to find your chauffuer along with emergency contact numbers.

For transfers starting out from your hotel, we will be in the reception area unless you tell us otherwise when making your booking.

We track all flights and keep up to date in real time thanks to tools provided by Aena and other airlines. As an additional measure, it's important that you continually update us as to the information the airline provides you with, by emailing us or via your emergency telephone contact number so that we can be doubly informed.

In most cases, we will reallocate you to a new vehicle and you will be able to set off for your destination as soon as your flight arrives. In the event of us not having a vehicle available at that time, you will have to wait until the pre-arranged time.

For airport pickups, the arrival time of your flight. If your reservation is from a hotel, you'll need to input the time you want to be picked up (our system in the final step will assist you with the estimated travel time).
I still haven't booked

In the last step of the booking process, you will be able to choose between different methods of payment. We currently accept credit and debit cards and PayPal (which charges a small commission).

The amount of luggage allowed will depend on the vehicle you decide to book, but the standard stipulation is one suitcase and one piece of carry-on luggage (inside the vehicle) per person. If you require a lot of luggage for your journey, contact our customer services team and we can help you select an appropriate vehicle.

We can transport anything you need, but during the booking process you must identify which "extras" you'll have, so that we know which vehicle will best suit your needs.

They may travel with you if they are small or in an appropriate pet transportation container if they are larger. It is very important that you let us know about your pet before making the booking, so that we can help you select the right vehicle. It all depends on the size of your pet.

Before making your booking we need you to contact our customer service team to let them know which vehicle you require.

We have "baby seats" front-facing type, suitable for children weighing 9-18 kg (approx. 9 months to 4 years) and "booster seats", Suitable for children weighing 15-36 kg (approx. 4-11 years).

We will do everything possible to ensure that the transport operator provides the child seat or booster that you requested. However there could be occasions when the seat requested might not be available. In such cases, you will have the right to a full refund for the amount that was incurred by reserving the seat. If there are no seats available, children over the age of three must use a seat belt. Children under the age of three can travel without a retention system but only in the rear passenger seats of the vehicle.

You can cancel any of your transfers by accessing the "My booking" section of our website up to 25 hours in advance.

Cancellations received with more than 25 hours' notice will be refunded in full. No refunds will be issued for cancellations received less than 25 hours before the transfer time.

For cancellations of bookings made with payment methods that incur a surcharge, such as PayPal, the cost of the transfer will be refunded except for the commission charged by the provider for the payment surcharge.

By accessing the "My booking" section, you can adjust your travel dates and times up to 25 hours in advance.

If you wish to make a modification within less than the minimum allowed time, we will do our best to accommodate you. Please contact us.

After your trip

Please contact our customer service team using your record locator that you received when you made the booking so that we can identify the vehicle you traveled in. Bear in mind that we are not a local taxi company, therefore you will need to contact the taxi company directly regarding any item you may have lost during your journey. The taxi company will vary from one district to another.

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