Frequently Asked Questions
What happens when I make a reservation?
Once you complete your booking, the details are sent electronically to the supplier who will make the appropriate arrangements according to the information input on the booking.
The supplier cannot be held responsible for errors in service due to incorrect information provided at the time of booking. It is your responsibility to check the details of your booking on the voucher prior to travel and inform us as soon as possible if there are any errors.
What does the price include?
A single price will include a one-way journey for the route booked. A return price includes both the arrival and departure journeys for the route booked. Our shared shuttle services are based on a per person price, for private vehicles such as taxis or minibuses these are priced per vehicle.
The price does not include gratuities (except for services in New York and Florida), which are at the passenger's discretion.
Child seats (where available), excess luggage, sports equipment etc may incur additional cost. Please see sections below.
Booking Infants & Children
All infants (0-2yrs) and children (3-11yrs) must be included in the booking to ensure the appropriate vehicle/space is provided.
Laws, local and/or national regarding the use of child seats for either infants or children vary from country to country however all suppliers will comply with the latest legislation. If you are booking a private transfer, for safety purposes, we do recommend the use of booster or child seats for those under 12 years of age, or up to 135cm.
In many destinations we are able to pre-book and guarantee child or booster seats, and this option will be available during the booking process. If this option does not show in the booking process then we can still offer pre-booked child and booster seats in many other areas. This can be checked if you send an e mail to email@example.com giving your booking reference, and the age of the child/ren. On receipt of this we will confirm availability with the supplier and if confirmed will contact you to confirm the booking. In both these cases charges will apply.
If you wish to take your own child or booster seat, and you are taking a private transfer, we must be advised before you travel to ensure that the vehicle provided by the supplier will be able to accommodate the seat. If you take your own seat it will be your responsibility, not the suppliers, to fit the seat in the vehicle. Shuttle services are usually provided by a minibus or coach and in these vehicles it is not possible to use a child seat as the vehicles do not have compatible seating.
How do I find my transport?
Instructions of how to find your arrival transport vary in different countries. Clear instructions are printed on the booking voucher, which is generated electronically at the time of booking; please ensure you travel with the booking voucher in order to meet the supplier representative or driver. We will not be responsible for any failed transfers due to not having your booking voucher with you. If for any reason you are unable to locate the supplier representative or driver, please call the supplier telephone number listed on your booking voucher.
And on departure?
The booking procedure will automatically calculate an approximate collection time for your departure. The system will calculate the journey plus 2.5 hours to allow for any check in procedure.
PRIVATE TRANSFERS: You should call the supplier within office hours at least 24-48 hours prior to departure to reconfirm your actual pick- up time.
SHUTTLE TRANSFERS (shared): Due to shuttles (shared) transfers having multiple pickups your pick up time may change from that shown on your voucher. It is compulsory and extremely important that you call the supplier within office hours at least 24 hours prior to departure to be given a more accurate pick up time.
The supplier reserves the right to alter pick up times according to local needs. The supplier cannot be held responsible for missed pickups due to clients not travelling with their booking voucher which contains the relevant information to enable you to call to reconfirm your booking.
Length of journey
Times stated on our website and vouchers are estimated and are applicable for a journey on a normal day. These times may vary according to time of day, road works, local road closures or diversions, volumes of traffic, local festivities etc. Shuttle (shared) journeys involve multiple pick- ups and drop-offs therefore journey times can be longer than those stated.
How much luggage can I take?
The allowance per person for all vehicle types is one standard size suitcase (approximately (H)70cm, (W)47cm, (D)21cm) and one small piece of hand luggage. If you are travelling with excess luggage such as large suitcases, golf clubs, wheelchairs, skis, pushchairs etc it is imperative that we are made aware of this at time of booking as extra charges may apply. Failure to do so may result in extra transport being required to accommodate excess baggage and additional charges may be applicable locally.
Do I need to tip the driver?
The price paid does not include gratuities (except for services in New York and Florida). It is customary to give a tip if you feel service has warranted it but this is entirely at your discretion.
Will my driver drop me and pick me up at my accommodation?
PRIVATE TRANSFERS: Whilst the supplier endeavours to operate a door to door service, on some occasions this may not be possible due to local restrictions such as pedestrian areas, road closures etc. Where these restrictions apply; drivers will drop and collect you from the nearest accessible point. The supplier will not be responsible for transporting luggage.
SHUTTLE TRANSFERS (shared): Whilst the supplier endeavours to operate a door to door service, on some occasions this may not be possible due to local restrictions such as pedestrian areas, road closures etc. Where these restrictions apply; drivers will drop and collect you from the nearest accessible point. The supplier will not be responsible for transporting luggage.
Please note we do not operate to private addresses, villas or timeshare apartments. However, suppliers can drop you at a hotel close by and in this case please provide this as your accommodation details at time of booking.
How long must I wait for my Shuttle (shared) transport?
Please note that maximum waiting time for shuttle (shared) transport is one hour from the time you exit the baggage reclaim hall and locate the supplier representative. The supplier will try to keep waiting times to a minimum.
Any complaints received regarding a waiting time of less than one hour will not be considered.
What happens if my journey details change prior to departure?
Should your journey details change prior to departure simply contact us on 08444 72 2020, or email us at firstname.lastname@example.org with your new details and we will update your booking accordingly. You will be responsible for any increase in price if the new journey involves further distance/time, different vehicle type, resort or number of passengers etc.
What happens if I cancel my booking?
You may cancel your booking at any time in writing to email@example.com and cancellation charges may apply. Supplier cancellation policy can be found in the 'Terms and Conditions' section of our website.
What happens if my outbound flight is delayed or cancelled?
If your outbound flight is delayed or cancelled, please call the supplier on the telephone number shown on the booking voucher. In addition if you are travelling on a connecting flight and the first sector is delayed or cancelled subsequently causing a delay into your final destination where the transfer is booked then in all cases you will need to advise of your new details, to enable the supplier to reschedule your transport. In some destinations night charges maybe applicable, should your new arrival time fall within the period when night charges apply, then you will be liable for payment of these. Failure to advise of cancelled and rescheduled flights may result in transport being provided as per the original details on your booking. In this instance our supplier cannot be held responsible and no refund will be given.
Do you offer transfers for passengers who are confined to a wheelchair?
This depends on the destination you wish to travel to and also our supplier. Some of our suppliers do not offer this service, so you will need to contact one of our Tailor Made team to see if this is possible. *NOTE - if you are travelling with additional passengers please tell the representative you speak to as we may need to organise additional vehicles (depending on the number of passengers).
All suppliers hold full public liability insurance. We do however recommend that you hold a valid insurance policy for the duration of your trip.
Policy on inappropriate/drunken behaviour/abusive language?
The suppliers reserve the right to refuse carriage to any person who is thought to be under the influence of alcohol or drugs and/or behaviour/language is found to be abusive and could cause a threat or offence to the driver and any other passengers, or damage to the vehicle. No refund will be given for services not carried out because of the above-mentioned reasons. For any damage that is caused to vehicles the individual responsible will be held liable for any charges incurred from the supplier.
Supplier representatives are available for assistance. Individual contact details for the destination booked are found on the booking voucher.
What is your smoking policy?
Suppliers operate a non smoking policy in all vehicle types.
What is your complaint policy?
Our 'Terms and Conditions' available on the website outline our complaints procedure. Any complaint must be registered in writing and be received by Holiday Transfers within 28 days of your return journey. Complaints received after this time period will not be accepted.
Complaints arising from failure to follow our Terms and Conditions, such as not travelling with your booking voucher, non-reconfirmation of transfer and incorrect information will not be considered.
In the event of being unable to find the supplier representative or driver, we ask you to call the supplier telephone number found on your booking confirmation. Failure to do this may result in any eventual claim being invalid.
What if I damage or lose my luggage?
The contract for this service is between you and the supplier. As such we cannot accept any responsibility for luggage or personal items that are damaged, lost or stolen in transit. Any claim for compensation for 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 voucher.
Do you offer transfers for passengers with collapsible wheelchairs?
Yes, but please make us aware of your condition to ensure we send the right size vehicle for your requirements.
Am I able to book a transfer with multiple drop offs?
Yes. If the drop offs are all resorts or hotels please let us know which ones and we will advise our supplier of the additional stops required. If they are private addresses then we will require the full address including area code. *Note - please let us know if these will be the same for pick-ups on the return journey.
If I wanted to go on an excursion could I book this with Holiday Transfers?
We offer 2 types of service for excursions. 1) If you know what you want to do and where you want to go then all we need to know is the number of passengers, full addresses of pick-ups and drop-offs, the amount of time required (how many hours you require the vehicle and driver for), a rough itinerary, whether you require an English speaking tour guide and any additional information. From this we will be able to quote you. 2) If you would like to go on an excursion, but you do not know what you would like to do and would like our supplier to recommend something to you then we would need a rough idea of what you would be interested in doing and from that we will contact the supplier and organise this on your behalf.
Can I have the same driver on the outbound and inbound journey?
We can’t guarantee this, but we are happy to contact the supplier to see if this is possible.
Am I able to take my pet/animals on a transfer?
Can you do Hotel to Hotel Transfers?
Yes. Please contact us to inform us of which hotels you wish to transfer to and from.
Can you get a Shuttle service to a resort that isn’t listed on the website?
No. If the resort in not on the website we do not run a shuttle service there. However we are happy to book a private transfer to the destination of your choice. Neither do we operate shuttle transfers to private addresses.
Can you do tours and large itinerary bookings?
Yes. Please contact us with your itinerary and we will be happy to organize this for you.
Can you supply specific make of vehicles?
Yes, in certain cases but this depends on the supplier. Please contact us with your request.