Frequently asked questions

1. Who is providing the service and how does contracting work?

2. How can I contact you?

3. What is the transfer booking confirmation?

4. What is the ’Your e-ticket is ready’ notification email?

5. What is the E-ticket?

6. What is the online customer service system?

7. I have not received my e-ticket yet.

8. I have not received notification about the e-ticket but I am travelling in less than 3 workdays.

9. My e-ticket contains incorrect travel data!

10. Why do I need to take the printed e-ticket with me?

11. I would like to change my booking data.

12. The given timetable of the bus service does not cover my flight.

13. I have booked a low cost bus transfer but would like to use a shared door-to-door instead. Is this possible?

14. I need to enter the hotel name and address for my door to door booking but I do not succeed.

15. What can happen if I do not provide the correct, full destination/pick-up address for my door-to-door transfer booking in time?

16. Until when do I need to give my destination/pickup address for my door to door booking?

17. I would like to travel to an address outside the city limits with my door to door booking. Can I book a transfer?

18. I have already made a booking for a door to door transfer but the address is not within the city limits or the defined zone.

19. I am not sure if the hotel/private address I would like to travel to is within the city limits or the defined zone.

20. I have logged in to the e-ticket download page, but I cannot download the e-ticket.

21. On the e-ticket download surface, I can see links to several documents. Which of these do I need to download and print?

22. I would like to book a transfer but I cannot find the specific transfer in your booking system.

23. I did not receive an invoice about the transfer.

24. A larger group of us would like to travel together. Can we book a transfer?

25. I am using a wheelchair. Can I travel with your transfers?

26. I would like to travel with my pet.

27. I would like to travel with special (excess size/amount/shape) luggage.

28. I would like to make a complaint!

29. I would like to cancel my booking

Destination/pick-up address is ourside the city limits/zone

 

Please contact our customer service to ask whether we can transfer you to the given address.
For transfers outside the city limits or zones, you need to pay a price difference. We suggest you pay the difference online, through our webpage, with credit card. Please confirm with our customer service before making the transaction.

 

If you do not wish to use the transfer by paying the price difference, you have the following options:

1) If you cancel your transfer booking in time, you may use a credit of the transfer fare for an other transfer booking with us, in one year.

2) We can transfer you to an address within the given city (eg. to a railway or bus station.) From there you can organise your journey to your destination with an other means of transport, eg. public transport.

 

If you do not pay the transfer price difference, or the fact that you wish to travel to an address outside the city only turns out after you have arrived at the airport, you can choose from the following options:

1) We can transfer you to an address within the given city (eg. to a railway or bus station.) From there you can organise your journey to your destination with an other means of transport, eg. public transport.

2) If it can be organised, our driver can transfer you to the desired destination in case you pay the price difference on the spot. Please note that the price difference may be high.

3) You can cancel the transfer booking on the spot and organise your travel from the airport with an other means of transport. Please, note that in this case, as our driver went to the airport to pick you up, we have to consider your transfer booking fulfilled and we cannot offer you refund or credit of the transfer fare.

 

In case that – due to the fact that the address was not provided in time – we cannot manage to fulfill your booking properly, at our driver’s discretion, we may have to cancel the transfer on the spot. If this is the case, we cannot accept any complaints or reimbursement claims for the given transfer.