Pre-Booking

Please browse the FAQs below for any pre-booking related queries you may have.

How much luggage can I take?       

The allowance per person is one standard size suitcase (approximately 70cm high, 47 wide and 21cm deep)and one small piece of hand luggage (such as a rucksack, handbag, or tote bag, this does not include a cabin sized luggage trolley). Please note that your hand luggage will be transported in the vehicle with you, so it should be an appropriate size as suggested above.

Excess luggage: If you are travelling with excess luggage, such as large suitcases, additional suitcases outside of the luggage allowance, golf clubs, wheelchairs, skis, pushchairs, etc., Please make us aware at the time of booking your airport transfer. If you are travelling within the next 3 days, please contact us by telephone. If you are travelling outside of 3 days, please message us through our live chat.

Please note: Failure to tell us may result in the refusal of a transfer service or in extra transport required to accommodate the excess luggage, which will incur additional charges.

What if I am booking my airport transfers with infants and/or children?

As indicated on the booking form please select the number of passengers for the airport transfer. This includes adults above 12 years old, Children between 3 – 11 years old and infants 0-2 years old.

Local and national laws regarding the use of child seats for infants and children vary from country to country. It is your responsibility when travelling to review local laws and ascertain whether a child or booster seat is required. We can offer pre-booked child and booster seats in a variety of destinations, which may incur an extra charge. However, if this is not available when you are booking, then this means that child seats and booster seats are not part of that booking process and you will need to contact HolidayTaxis at +44 1273 828200 or through live chat.

Please note: In some destinations, it is mandatory when travelling with a child to use a booster seat. However, some suppliers may not provide one. Thus, you will be required to bring your own and verify if the seat(s) will fit into the vehicle. Failure to provide the required information could result in the Supplier being unable to transport the child(ren)/infant(s).

If you are in any doubt with regards to the availability of child seats and/or booster seats in your provided airport transportation, then please feel free to contact HolidayTaxis on the telephone number previously provided or message us through our live chat.

Please note: Operators reserve the right to refuse service to parties out of compliance with local/state/national law. Please ensure you check the laws and requirements before booking.

Am I able to take any animal on my airport transfer?

This is dependent on where you are travelling to and the suppliers available. If you would like to travel with a pet and are travelling within the next 3 days, please telephone us at +44 1273 828 200. If you are travelling outside of 3 days, please message us through live chat.

Do you offer transfers for customers with wheelchairs?

Yes, we can provide a wheelchair-accessible vehicle. Please telephone us advising us of the following information:

– The dimensions and weight of the wheelchair/scooter

– Is the wheelchair manual or electric?

– Is the wheelchair collapsible or not?

– Can you/the person board the vehicle unaided? (e.g., few steps onto the minibus)

– The amount of luggage which you will be taking alongside the wheelchair/scooter, and the dimensions (height x width x depth).

We will then confirm with our local supplier whether they can accommodate you according to the details provided or if the vehicle booked needs to be upgraded in order to provide the service.

If assistance with boarding the vehicle is required, then a wheelchair-adapted vehicle may be more appropriate to your needs.

Please note this vehicle type might not be available on the booking process depending on the destination. If this airport transfer vehicle type is not available in the booking process, then this will require a quote from our Tailor-Made team. Thus, please telephone us +44 1273 828 208 or email us at tailormade@holidaytaxis.com.

1. Am I able to book a transfer with multiple drop offs?

2. Can you do hotel to hotel transfer?

3. Can I book transfers to a resort that is not listed on the website?

Yes, bespoke airport transfers that require multiple drop-offs and/or additional accommodation within their holiday transfers can be provided through our Tailor Made team. Please request a quote from our Tailor-Made department, so if you are travelling outside 72 hours, please fill out the Tailor Made enquiry form on our website under the Tailor Made section. If you are travelling within the next 72 hours, please call us on +44 1273 828 208 or email us at tailormade@holidaytaxis.com.

I want to book a vehicle for 3 people when we arrive and 6 people when we return, how can I do this?

In order to book a different number of passengers for each journey, you will need to make two separate bookings. You will have to first book your arrival with the product you wish, then after the booking is made and you have received your confirmation email, please proceed to do the same with the departure transfer.

My travel group is landing on different flights, how can I book our airport transfers?

Arrival

When booking the whole travel group in one airport transfer, please add the last flight number that lands when booking. Please then ensure the rest of your airport transfer party who arrives before is waiting at the correct meeting point for the pickup.

Please note:The supplier will only monitor the flight provided in the booking. If any of the other travel party members’ flights are delayed after the flight provided in the booking has arrived, the supplier representative or driver is under no obligation to wait for that travel party member.

Departure

When booking the whole travel group in one transfer, you will need to make the booking according to the very first flight departing from the airport, so we can ensure everyone arrives on time to the airport. Please note, we will only drop all customers in the terminal where the first flight is departing from, if any members of the party need to move to a different terminal, they will have to do that by their own means.

I want to book a transfer from and/or to the airport, but I am not catching a flight. How can I book this?

Arrival (From the Airport)

Private airport transfers: You will need to check this with us and inform us of the appropriate details (i.e., terminal, airport name). Thus,if you are travelling within 3 days, please contact us by telephone at +44 1273 828 200. If you are travelling outside of 3 days, please message us through our live chat.

Shared shuttle transfers: As shuttle airport transfers run by a schedule, we need a flight number to organize the transfer. If you book a shuttle without a flight number, we will not be able to provide the transfer.

Departure (To the Airport)

Private airport transfers: You will need to check this with us and inform us of the appropriate details (i.e., terminal, airport name) Thus,if you are travelling within the next 3 days, please contact us by telephone at +44 1273 828 200. If you are travelling outside of 3 days, please message us through our live chat.

Shared shuttle transfers: As shuttle transfers are run by a schedule, pickup times are organized considering flight details, we will need this information in order to organize the transfer. If you book a shuttle without a flight number, we will not be able to provide the transfer.

I am having trouble paying for my booking online. How can I make the payment?

Please note that if you are attempting to make a payment online via PayPal and the airport transfer is taking place within 10 days, unfortunately, we will not be able to process it. You will have to use a debit or credit card as a method of payment.

If you are still having trouble paying for your booking, please telephone us at +44 1273 828 200

Pre-Travel

Please browse the FAQs below for any pre-travel related queries you may have.

Cruise Airport Transfers

Please read the voucher carefully you have received, and verify the pickup time, the booking details, and the instructions. If you see anything that requires amending, please contact us.

If you are travelling within the next 3 days, please contact us by telephone at +44 1273 828 200. If you are travelling outside of 3 days, please message us through live chat.

Voucher related queries.    

Do I need to take any paperwork with me when I travel?

Our booking voucher is produced and emailed to you once you have made your booking. You are responsible to have the booking voucher on the day of travel either printed or on your mobile device. Failure to have a copy of your voucher when you travel can result in the refusal of service by the local supplier. HolidayTaxis cannot be held responsible for any failed transfers resulting from not having the booking voucher with you.

I haven’t received my confirmation/booking voucher. What should I do?

If you have a booking reference number, please go to the ‘My Orders’ section at the top of the HolidayTaxis webpage, enter your Surname and reference and select ‘Retrieve booking’.

If you do not have a booking reference number, please telephone us at +44 1273 828 200 or message us through live chat.

My journey details changed prior to travel date, what do I do now?

If you are travelling outside 72 hours, you can make certain amendments to your booking through the “My Orders” panel on the webpage.

The “My Orders” section of the webpage allows you to amend your:

• Email address.
• Contact number.
• Flight details such as flight numbers, and times.
• Cancel your airport transfers.

If you wish to make amendments that are not listed above you may incur extra charges, such as a change of vehicle, accommodation, or number of customers. Please telephone us at +44 1273 828 200 or message us through live chat.

How can I cancel my booking? Will there be any charges? 

Cancellation Policy:

You can cancel your booking by logging in through the “My Orders” panel on the webpage. If you encounter any issues, please message us through live chat or telephone us at +44 1273 828 200.

Please note: If you cancel within 24 hours of the booked outbound transfer date and time, your booking will incur a 100% cancellation charge.

Tailor Made Cancellation Policy:

All tailormade cancellations are supplier specific so it is up to you to confirm cancellation policy once your booking is confirmed.

Travelling / In Resort

Please browse the FAQs below for any travelling or in resort related queries.

What happens if my flight/train/ship is delayed?

Arrival

You do not need to contact the supplier as all flights/trains are monitored and your holiday transfer service will be provided accordingly.

However, please note docking times for ships are not monitored by our local suppliers. In case there is any delays or change in a schedule you will need to contact us at +44 1273 828 200.

Departure

Departure flights/trains/ships are not monitored; therefore, you will need to contact us at +44 1273 828 200.We will then contact our local supplier to confirm if they have availability to accommodate the new travel details.

Please note: In some cases, you may need to make a new booking and submit a complaint to your airline/cruise line/ train company and/or travel insurance company.

What happens if my flight/train/ship is cancelled or diverted?

Your airline/cruise line/train company is responsible for ensuring your arrival at the original airport/train station /port booked. Our supplier is under no obligation to change the pickup point to anything other than the airport booked. 

Please note: In some cases, you may need to make a new transfer booking and submit a complaint to your airline company / and or travel insurance company.

How long will the supplier representative/ driver wait for me?

Arrival

Standard private transfer: Our suppliers monitor the flight and will be ready for your pickup accordingly. The transfer supplier representative (desk) or driver will then wait a standard time of 60 minutes from when the flight/train/ship arrives.

Please note you are required to meet with the supplier representative or driver within that time frame.

Premium private transfer: Our suppliers monitor the flight and will be ready for your pickup accordingly. The supplier representative (desk) or driver will then wait 75 minutes from when the flight/train/ship arrives.

Please note you are required to meet with the supplier representative or driver within that time frame.

Shared airport shuttle transfer: Our suppliers monitor the flight and will be ready for your pickup accordingly. The supplier representative (desk) or driver will then wait a standard time of 60 minutes from when the flight/train/ship arrives.

Please note you are required to meet with the supplier representative or driver within that time frame.

Departure

The airport transfer drivers will wait no longer than 15 minutes for your departure airport private transfers and 5 minutes for shared shuttle transfers. As such, you must be at your pickup location 10-15 minutes in advance of your pickup time.

How do I find my airport transfers?

Clear instructions are printed on the booking voucher about your airport transfers, which is generated electronically at the time of booking. Please ensure you travel with the booking voucher, as this will be fundamental to you meeting the supplier representative or driver at your destination.

If, for any reason, you are unable to locate the supplier representative or driver, please call the supplier telephone numbers listed on your booking voucher and provide them with your supplier reference number. If you are not able to reach the supplier, then please contact HolidayTaxis on our 8AM to 8PM UK time contact number that is provided on your transfer booking voucher +44 1273 828200. We will do our very best to assist you.

Please note: No refunds will be given in any instance where you cannot demonstrate efforts were made to call the supplier.

How long must I wait for my transfer service?     

Arrival

Private transfer: The private service is to leave as soon as you meet the driver.

Shared airport shuttle transfer: The maximum waiting time for shared airport shuttle transport is 60 minutes from the time you make yourselves known to the local supplier upon arrival at the airport. The drivers will try to keep waiting times to a minimum.

Please note: Any complaints received regarding a shared shuttle transfer waiting time of less than one hour will not be considered. In the case of a flight delay, you may be scheduled onto the next available shuttle service which may result in a longer wait time.

Departure

Please be at your pickup location 10-15 minutes in advance of your pickup time.

If no airport transfer arrives at your previously agreed pickup time and location, please wait a maximum of 15 minutes before calling the supplier telephone numbers listed on your booking voucher. Please provide the supplier with your reference number. If you are not able to reach the supplier, then please contact HolidayTaxis on our 8:00 to 20:00 UK time contact number that is provided on your booking voucher, +44 1273 828200. We will do our very best to assist you.

Please note: No refunds will be given in any instance where you cannot demonstrate efforts were made to call the supplier and/or HolidayTaxis.

What is the length of my journey?

The airport transfer journey times stated on our website are estimated and are applicable for a journey in a best-case scenario. It is possible that these times may vary according to time of day, weather conditions, roadworks, local road closures or diversions, volumes of traffic, local festivities etc.

Journeys in a shared airport shuttle involve multiple pickups and drop offs, so the journey time might be longer than stated depending on the number of stops, etc.

Will my driver drop me off and pick me up at my accommodation?

Private transfer: Our drivers will endeavour wherever possible to operate a door-to-door transfer service. There may be occasions where this is not possible due to local restrictions. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. Please bear in mind, however, that the supplier will not be responsible for transporting luggage.

Shared shuttle transfer: We do not operate shared shuttle transfers to private addresses, villas, timeshare apartments, rural hotels, or campsites. However, suppliers can drop you at a hotel close by, and in this case, please state this as your destination at the time of booking. In addition, there may be occasions when roads are not accessible by shuttle vehicles. Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. Please bear in mind, however, that the supplier will not be responsible for transporting luggage.

Please note: In some destinations, shared airport shuttle transfers only operate in certain routes with fixed stops. If you want to guarantee door-to-door service, we recommend booking a private transfer.

Where do I find my pickup time for the departure journey?

Private transfer: As indicated on your booking voucher the pickup time and location are clearly displayed. Our airport transfer booking procedure will automatically calculate an approximate collection time for your departure. The system will calculate the journey, plus 2.5 hours to allow plenty of time for check-in procedures.

Please note: You need to be at your pickup location 10-15 minutes in advance of your pickup time. The driver will wait no longer than 15 minutes.

Shared shuttle transfer: Please follow the instructions on the voucher to obtain your pickup time and location. Pickup times are allocated by local suppliers 24 hours prior to departure due to shared shuttles having multiple pickup destinations.

It is vital that you either visit www.holidaytaxis.com/en/getbooking or call the supplier within office hours at least 24 hours prior to departure, in order to be given an accurate pickup time.

Please note: You need to be at your pickup location 10-15 minutes in advance of your pickup time. The driver will wait no longer than 5 minutes.

How can I change my pickup time?

Private transfer: The pickup time for a private transfer can be changed by contacting us. If you are travelling within the next 3 days, please contact us by telephone at +44 1273 828200. If you are travelling outside of 3 days, please message us through live chat.

Please note: if you wish to change your pickup time to a later time than the one suggested by the system, we will advise against this as the provided pickup time is calculated according to the length of the journey, plus 2.5 hours to allow plenty of time for check-in procedures and possible issues on the road. HolidayTaxis nor the supplier is to be held responsible if you miss your flight/train/ship.

Shared airport shuttle transfer: The pickup time for a shared shuttle service cannot be amended.Pickup times are allocated by local suppliers 24 hours prior to departure. Pickup times are chosen based on distance from the airport, the number of other pickups and local factors such as traffic, road closures/diversions, local festivities etc.

If you wish to choose your own pickup time, we recommend booking a private transfer service.

It is vital that you either visit www.holidaytaxis.com/en/getbooking or call the supplier within office hours at least 24 hours prior to departure, in order to be given an accurate shuttle service pickup time.

I cannot find my transfer service! What do I do?

In the low possibility that you cannot locate your airport transfer driver, please ensure you call the supplier telephone numbers listed on your booking voucher and provide them with your supplier reference number. If you are not able to reach the supplier, then please contact HolidayTaxis on our 8:00 to 20:00 UK time contact number that is provided on your booking voucher, +44 1273 828200. We will then give you instructions on how to proceed.

Please note: No refunds will be given in any instance where you cannot demonstrate efforts were made to call the supplier or HolidayTaxis before you left the location.

Post-travel

Please browse the FAQs below for any post-travel related queries you may have.

What if I damage or lose my luggage?

The contract for this airport transfer service is between you and the supplier. As such, we cannot accept responsibility for the damage, loss or theft of any luggage or personal items in transit. Any claim for compensation for the loss, damage or theft of items resulting from the use of the service must be made to the supplier of the service and shall be subject to the laws and to the jurisdiction of the country in which the service was provided. The name and contact details of your supplier are provided on your booking voucher.

What is your complaint policy?

Any complaint must be registered in writing and be received by HolidayTaxis within 28 days of your return journey.  Complaints received after this time period make it more difficult for us to retrieve evidence from our local suppliers, therefore this could affect the outcome of your complaint. As per our Service-Level Agreement, we will respond within 28 days.

Email us at: customerservices@holidaytaxis.com

Please note: Complaints arising from failure to follow our terms and conditions, such as not travelling with your booking voucher, failing to confirm the transfer by phone and providing incorrect information, will not be considered.

Please be advised our terms and conditions, which are available to view on the website, outline our complaints procedure.