Private Transfers: For transfers from an airport, port or station, your driver will be waiting in the arrivals hall, or the meeting point specified on your travel voucher, holding a sign or tablet with your name. When collecting you from your accommodation, the driver will inform the hotel reception and wait in the lobby or outside.
Shuttle Transfers: For transfers from an airport or port, please follow the instructions on your travel voucher. The shuttle provider will have desk at the airport. Pick-up arrangements for your return trip are confirmed by SMS and email no later than 12 hours before departure.
Yes. The transport provider tracks your flight details and adjusts your pick-up time if there is a delay.
If your flight is diverted to a nearby airport, the airline will charter buses to bring passengers to the destination airport and the transport provider will arrange for the driver to collect you from the bus.
No. The price you pay includes all basic service charges for the driver. Tips are completely discretionary. If you feel the driver provided exceptional service, you may offer a gratuity of up to 10% of the single fare.
Private Transfers: For airport collections, your driver will wait in the arrivals hall holding a sign with your name. For hotel collections, the driver will ask for you at reception or wait outside the accommodation. Full pick-up instructions are provided on your travel voucher.
Shuttle Transfers: The local transport provider operates a representative desk at the airport or cruise terminal. Your travel voucher contains full details on where to go upon arrival and how to confirm your return pick-up.
Private Transfers: If you cannot locate your driver, call the transport provider immediately on the number printed on your voucher.
Shuttle Transfers: Go to the transport provider’s desk listed on your voucher. If you cannot find the desk or representative, ask at the airport information desk or call the transport provider for help.
Private Transfers: No. Your driver meets you in the arrivals hall and escorts you straight to your vehicle.
Shuttle Transfers: Once you check in at the desk, local shuttle providers aim to depart within 30 minutes for Express Shuttles, or within one hour for standard Shuttles. Unforeseen circumstances like extreme weather or strikes may cause additional delays.
Private Transfers: There is no need to reconfirm your departure transfer, your driver will collect you at the pick-up time indicated in your booking.
Shuttle Transfers: The route your shuttle service takes and the stops it makes will not be finalised until 48 hours, sometimes only 24 hours, before your departure. We have arranged for you to receive an SMS and an email confirming your pick-up arrangements no later than 12 hours before your scheduled flight departure. In the unlikely event that you haven’t received your pick-up information by this deadline, please follow the instructions on your travel voucher or call our Customer Service Team.
We recommend printing and carrying a physical copy of your travel documents. Mobile phones are convenient, but batteries can run out! However, showing your travel voucher on your smartphone screen is also valid and accepted by all transport providers.
Yes. The lead passenger must travel with an active mobile phone. The transport provider or our support team may need to text or call you regarding updates, delay arrangements, or help with finding your pick-up point.
Yes. Please email our Customer Service Team with a description of the lost item. We will contact the transport provider to check the vehicle.
If your item is found, you can collect it from the transport provider’s local office. Alternatively, we can help you arrange a courier to deliver the item to your address at your own expense.