Help Centre

What happens if I can't locate my driver?

In the event that you are unable to locate the driver of your private transfer or the representative of the shuttle Transport Operator, it is your responsibility to contact us on the 24/7 telephone numbers printed on your Transfer Voucher or via Live Chat on our website. If you fail to call these numbers or contact us via Live Chat and make alternative travel arrangements, we will be unable to provide the service, the Transport Operator will be relieved of their obligations and a refund will not be due. If your private transfer driver cannot locate you, a member of our Customer Service team will call the mobile phone number provided in the booking. Please ensure that you travel with this mobile phone and that it is switched on while you are waiting for your luggage or clearing customs. If we cannot locate you or reach you on the number provided, we will be unable to provide the service and a refund will not be due. For non-airport collections, we must receive your telephone call within 10 minutes of your scheduled pickup time. An electronic record of all calls received to the 24/7 numbers is kept by a third party telecoms provider, and shall be used as proof in the event of a dispute as to whether the numbers were called or not. Unused transfers are not refundable and alternative transport costs will not be reimbursed unless pre-authorised by a member of our team. If authorised to take alternative transport, please ensure that you obtain a receipt and submit it to our Customer Care team for review. No payment will be due for travel expense claims submitted without valid receipts.

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