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general faqsGeneral FAQs

 

About the Transfer
How can I book a transfer?
  • Book with us easily using our transfer booking form on our website here.
  • You will be guided through every step of our simple booking process.
  • Once you’ve completed your booking, the details are sent electronically to our transport provider.
  • The transport provider then makes the appropriate arrangements based on the information you provided during your booking.
  • You will receive a confirmation e-mail and voucher summarising your trip.
  • To book a return trip just select ‘return trip’ when making your selection.
How do I find my transport/driver?
  • Instructions on where to find your transport / driver and their telephone number will be detailed on your transfer voucher, these will also be displayed in the Manage Booking section of our Customer Portal.
  • If you do not see your driver or you experience unexpected delay, please IMMEDIATELY call the number on your transfer voucher, this will connect you with your transport provider. It is important that you call the number on your transfer voucher to ensure the transport provider is able to assist you.
I couldn’t find my driver / transfer

If your driver doesn’t turn up it is important that you call the number on your transfer voucher to speak with the local transport provider directly. If you have to take alternative transport due to the transport provider not turning up at the agreed time and would like to claim for a refund please submit a case via the Customer Support section of our Customer Portal. All refund requests must be submitted to us within 30 days of your transfer return date (or drop off if a single journey only was purchased). Please note, no refunds can be considered if incorrect information was provided at time of booking.

How do I know my booking is successful?
  • Once your transfer has been successfully booked, you will receive a confirmation email containing a link to your transfer voucher. Please note this can take up to 24 hours. The status of your booking can also be viewed via the Manage Booking section of our website.
  • For a successful booking, all passengers must provide a valid email address, mobile phone number and correct flight details.
What information do I need to bring with me when I travel?

A digital version of your transfer voucher is normally fine, however, we recommend you print a copy of your voucher just in case. If you have a return voucher please print two copies, one for each journey. You can print your transfer voucher directly via the Manage Booking section of our Customer Portal.

How do I reprint my transfer voucher?

You can print your transfer voucher via the Manage Booking section of our Customer Portal.

I didn’t receive my voucher, what should I do?

If you have just made your booking, please allow up to 24 hours to receive your transfer voucher via e-mail. Your voucher will only be issued once your booking is confirmed by our local transport provider. You can view the status of your booking and print your transfer voucher via the Manage Booking section of our Customer Portal. Please also ensure you check your e-mail spam folders if you haven’t received our confirmation email.

How can I amend my booking?
  • Once your booking is confirmed, it is not possible to amend your booking. To change your booking, you will need to cancel your original booking and then make a new booking directly on our website for your new travel requirements. This can only be done via the Manage Booking section of our website.
  • Please note that bookings can only be cancelled or changed up to 24 hour before to your scheduled pick up time.
  • You will be responsible for any increase in price if the new journey involves further distance or time, a different vehicle type, resort, number of passengers etc.
How do I upgrade my transfer?

We are unable to amend your booking however upgrading is easy to do. Please visit the Manage Booking section of our Customer Portal where you can cancel your booking and make a new booking for your new transfer request. Changes can only be made up to 24 hours before your scheduled pick up time. Any cancellations made within 24 hours of your scheduled pick up time will result in the full cost of the original booking being retained.

Can I change my drop-off point?

Unfortunately, we are unable to change any details of your trip once your voucher is confirmed. To change your booking, please visit the Manage Booking section of our Customer Portal where you will need to cancel your original booking and make a new booking. Additional fees may apply.

I need to change the name of the lead passenger

Please contact the transport provider using the number on your transfer voucher for assistance.

What is the cancellation policy?
  • If you cancel at least 24 hours prior to your pick up, you will be refunded in full.
  • If you cancel less than 24 hours before your pick up time, no refund will be made.
  • If your booking is made less than 24 hours before your pick up time, the cancellation policy will automatically apply to your booking and your booking will be non-refundable.
  • Changing your booking or cancelling optional extras is not be possible less than 24 hours before your scheduled pick up time.
  • Cancelations can only be done via the Manage Booking section of our Customer Portal and not with the transport provider directly.
I have made a duplicate booking?

If you have created a duplicate booking by mistake, simply go to the Manage Booking section of our Customer Portal where you can cancel the duplicate booking. Bookings can only be cancelled on our portal at least 24 hour before the scheduled pick up time.

What if I need to cancel my return trip?

Cancellations can only be done via the Manage Booking section of our Customer Portal. Unfortunately, we are unable to cancel a return trip if you have already used the first part of your transfer. We are also unable to refund for any unused transfers. Please also refer to our cancelation policy for further details.

What happens if my flight is cancelled?

If your flight is cancelled and you are unable to use your transfer please contact the local transport provider directly to inform them of the new arrival time to see if they can extend the wait time for you, you may need to pay additional fees for this. If you are not traveling until a later date you will be required to book a new transfer for your new arrival time. We will not be held liable for any costs incurred as a result of flight cancelations and would advise you to contact your travel insurance provider for further information on reimbursement. Cancelling your transfer can only be done via the Manage Booking section of our Customer Portal.

I missed my flight, how do I get a refund?

Unfortunately we are unable to provide any refund for missed flights. We would recommend that you contact your travel insurance provider for assistance or details on possible reimbursement. If you require a new transfer booking, please create a new booking on our website.

Traveling with Children
Traveling with infants and children?
  • Infants (0-2yrs) and children (3-11yrs) must be specified at time of booking to ensure the appropriate vehicle is provided.
  • Laws regarding the use of child seats vary from country to country. However, all transport providers will comply with the latest legislation. If you are booking a private transfer, we do recommend booster or child seats for those under the age of 12, or up to 135cm, for safety purposes.
  • If you are travelling with infants and children please either contact the local transport provider on the number provided on your transfer voucher to request a child seat if required. Child Seats are deemed optional extras and will be chargeable. If the local transport provider is unable to provide the required child seat then you will need to bring your own.
About the Luggage
How much luggage can I take?
  • Luggage capacity will vary depending on the vehicle you select. The maximum luggage capacity is displayed at time of booking. It is important that you do not exceed the capacity of luggage specified in the booking.
  • If you are travelling with excess luggage, such as large suitcases, golf clubs, wheelchairs, skis, pushchairs, etc., it is essential that you call the local transport provider at the time of booking to make them aware of this, as extra charges may apply.
  • Extra transport may be required if you fail to advise the local transport provider of excess luggage. This will result in additional local charges.
  • If you need further clarification, please call the local transport provider using the number on your voucher to ensure there are no complications on your arrival.
About the Payment
How do I pay for my booking?

We will take full payment of your transfer at time of booking. You can print a copy of your payment receipt directly via the Manage Booking section of our Customer Portal.

My payment has been declined?

If your payment has been declined please contact your bank to discuss or try using a different card. We accept VISA, MasterCard and most debit cards. You may also be able to add any outstanding balance of your transfer via the Manage Booking section of our Customer Portal.

Do I need to tip the driver?

The price includes all taxes, tolls and gratuities.

I have been charged additional fees?

Please contact the transport provider using the number on your transfer ticket for clarification. If you are unable to solve your query directly with them you can raise a case with us via the Customer Support section of our Customer Portal. Before raising your case please ensure you send us all the relevant information regarding the additional charges. We will require all receipts and / or a copy of your bank statement outlining the charges before we can begin investigating on your behalf.

Need Invoice or Receipt?
How can I get a vat invoice?

Your contract for your transfer is with our transport provider and as they are the party who provide the service, VAT invoices can only be obtained directly from them. Please call the number on your transfer voucher to speak directly with the transport provider to request a VAT invoice. You can view your transfer voucher and obtain the transport providers telephone number by visiting the Manage Booking section of our Customer Portal.

How do i get a payment receipt?
  • We will automatically send you a payment receipt via email 3 hours after your transfer. You can also get a copy immediately after your booking is confirmed via the Manage Booking section of our Customer Portal.
  • Please note a payment receipt is not a VAT invoice.
Making a Complaint
How do I make a complaint?

If you are unable to resolve your query directly with the transport provider please raise a case via the Customer Support section of our Customer Portal.
Please note that cases can ONLY be created via our Customer Portal.
We can only accept cases that are submitted within 30 days of your return date.
Please also see our Terms and Conditions for complete details of our complaints procedure.

How can i get an update on my complaint?

We will work on resolving your complaint as quickly as possible however this may at times take up to 20 working days. There is no need to contact us during this time and we will update you throughout our investigation. If you need to provide us with additional information please do this via the Customer Support section of our Customer Portal.

Need more help?
Can’t find what you’re looking for?

Click here to ask our customer support team a question. If your query is in relation to an existing booking with us, please enter your booking reference in the subject line. The more detail you provide regarding your query, the quicker we can help you.

faq-private-transfersPrivate Transfers FAQs

 

Why do I need to provide a flight number?

The transport provider will use the flight number to track the flight information and review any flight delays. It is extremely important to provide the correct flight number to the booking. Failure to provide the correct flight number may result in you missing your transfer as a result of a delayed flight. No refunds can be given in this case. If you need to provide a flight number please call the number displayed on your transfer voucher, you can view and print your transfer voucher via the Manage Booking section of our Customer Portal.

How do I know where to find my transport?

Please follow the meet & greet information on your transfer voucher, this is also displayed via the Manage Booking section of our Customer Portal. If you can’t find your driver then please contact the telephone number on your voucher for assistance, this will connect you to the local transport provider. It is important that you call this number as the transport provider will be able to call the driver directly.

I couldn’t find my driver / transfer

If your driver doesn’t turn up it is important that you call the number on your transfer voucher to speak with the local transport provider directly. If you have to take alternative transport due to the transport provider not turning up at the agreed time and would like to claim for a refund please submit a case via the Customer Support section of our Customer Portal. All refund requests must be submitted to us within 30 days of your transfer return date (or drop off if a single journey only was purchased). Please note, no refunds can be considered if incorrect information was provided at time of booking.

How do I change my flight/train number?

Please contact the transport provider via the number on your transfer voucher if you would like to provide or change your flight/train number. It is important that you provide the correct flight/train number to ensure our transport partners can monitor any flight/train delays. Failure to provide a correct flight/train number may result in our transport provider leaving without you if they are unable to track your delayed flight/train. You can view and print your transfer voucher via the Manage Booking section of our Customer Portal.

What happens if my flight is delayed?

Our transport provider will be tracking the flight information, please make sure that you provide the correct flight number to your booking. If you know you will be delayed please contact the local transport provider using the number provided on your transfer voucher to ensure they can adjust your pick up time accordingly. You can view your transfer voucher via the Manage Booking section of our Customer Portal. If you are severely delayed you may need to make alternative arrangements. We will not be held liable for any costs incurred as a result of flight delays and we would advise you to contact your travel insurance provider for further information on reimbursement.

What happens if my flight is cancelled?

If your flight is cancelled and you are unable to use your transfer please contact the local transport provider directly to inform them of the new arrival time to see if they can extend the wait time for you, you may need to pay additional fees for this. If you are not traveling until a later date you will be required to book a new transfer for your new arrival time. We will not be held liable for any costs incurred as a result of flight cancelations and would advise you to contact your travel insurance provider for further information on reimbursement. Cancelling your transfer can only be done via the Manage Booking section of our Customer Portal.

I missed my flight, how do I get a refund?

Unfortunately we are unable to provide any refund for missed flights. We would recommend that you contact your travel insurance provider for assistance or details on possible reimbursement. If you require a new transfer booking, please create a new booking on our website.

shuttle bus faqsShuttle Bus FAQs

 

About the Transfer
How do I cancel my booking?
  • Cancellations can only be processed online via the Manage Booking section of our website. Delays in cancellations due to customers not cancelling directly on our website will result in no refund if the delay pushes the cancellation outside of the free cancellation policy window.
  • Please also refer to our cancellation policy, this can found in our FAQs, on your transfer voucher and in the Manage Booking section of our website.
What happens if my flight is delayed?
    If you know you will be delayed, please contact the local transport provider using the number provided on your voucher to ensure they can adjust your pick up time accordingly. You can view your transfer voucher via the Manage Booking section of our website. If your delay is significant, you may need to make alternative arrangements. We will not be held liable for any costs incurred as a result of flight delays.

bus faqsBus FAQs

 

About the Transfer
How can I change my booking?

Once your booking is confirmed, it is not possible to change or cancel your booking. All Bus Transfers are non-refundable.

How do I cancel my booking?
  • Please note: Purchased BUS Tickets are non-refundable, so unfortunately we are unable to cancel your transfer once it is confirmed.
  • Please also refer to our cancellation policy, this can be found in our FAQs, on your transfer voucher and in the Manage Booking section of our website.
What happens if my flight is delayed?

If you know you will be delayed please contact the local transport provider using the number provided on your voucher to ensure they can adjust your pick-up time accordingly. You can view your transfer voucher via the Manage Booking section of our website. If you are severely delayed you may need to make alternative arrangements. We will not be held liable for any costs incurred as a result of flight delays. We advise you to contact your travel insurance provider for further information on reimbursement.

What happens if my flight is cancelled?

If your flight is cancelled and you are unable to use your transfer, please contact the local transport provider directly to inform them of the new arrival time; they may be able to extend the wait time for you. You may need to pay additional fees for this. If you are not traveling until a later date, you will be required to book a new transfer for your new arrival time. We will not be held liable for any costs incurred as a result of flight cancellations and would advise you to contact your travel insurance provider for further information on reimbursement.

What is the cancellation policy?

Bus tickets are non-refundable.

What does the price include?
  • The price of a single trip includes a one-way journey for the route booked.
  • A return trip includes both the arrival and departure journeys for the route booked.
  • Our shared shuttle services are priced per passenger.
  • The price does not include tips or gratuity, this is entirely at your discretion.
Can I change the pick-up time?

No, unfortunately bus tickets cannot be changed once purchased. Please check your voucher for further details on the validity of your transfer ticket. You can view your voucher via the Manage Booking section of our website.

What if I need to cancel my return trip?

Tickets are non-refundable and therefore no part of your trip can be cancelled.

I missed my flight, how do I get a refund?

Unfortunately we are unable to provide any refund for missed flights. We would recommend that you contact your travel insurance provider for assistance or details on possible reimbursement. If you require a new transfer booking, please create a new booking on our website.