Question 1

How far in advance should I book an airport transfer?

Accepted Answer

Book at least 2 hours before pickup so we can assign and route a driver; most routes we can still confirm sooner, but 24 hours ahead is safest in peak season. Booking takes about a minute online, you get instant confirmation by email, and you can change the flight number or time afterwards from the Manage Booking link.

Question 2

How do I book, and do I get instant confirmation?

Accepted Answer

You book online in about a minute: enter your route, date, time and flight number, choose a vehicle and pay. Confirmation arrives by email within seconds, with your driver-meeting instructions and a reference number. There is no waiting for a callback or manual approval; the booking is live immediately. Keep the confirmation email handy on arrival, as it holds the meeting point and the WhatsApp line for your trip.

Question 3

Can I change my flight number or pickup time after booking?

Accepted Answer

Yes, and it is free. Open the confirmation email, use the Manage Booking link, and update the flight number, date or pickup time yourself; alternatively send the change on WhatsApp with your reference. We track the new flight automatically once it is saved. Making changes early helps us re-plan the driver, but even last-minute flight updates are fine because we monitor arrivals in real time.

Question 4

Do I need to reconfirm my transfer before travelling?

Accepted Answer

No reconfirmation is required. Once you receive the confirmation email your transfer is fully booked and a driver will be assigned to your flight. We recommend simply checking that your flight number is correct a day before departure, so our flight tracking follows the right arrival. If anything about your plans changes, update the booking online or message us, and we handle the rest.

Question 5

Can I book a return or round-trip transfer?

Accepted Answer

Yes. You can book the airport-to-hotel leg and the hotel-to-airport leg together, or add the return later from the same account. Each direction is priced per vehicle and confirmed separately, so you receive a reference for each leg. For the return we pick you up from your hotel address at the agreed time, allowing enough buffer for check-in; just tell us your flight and we calculate the pickup.

Question 6

What details do you need to complete a booking?

Accepted Answer

We need your pickup and drop-off addresses, the travel date and time, your flight number, and the number of passengers and bags. A contact name and a WhatsApp number let the driver reach you on the day. Optional notes, such as a child seat or an extra stop, can be added at checkout. With the flight number we monitor arrivals, so a delayed plane never means a missed pickup.

Question 7

Are Transfelo prices per person or per vehicle?

Accepted Answer

Every price is per vehicle, not per person. A saloon car for one passenger and for three passengers costs the same, so travelling as a group is cheaper per head. The amount shown at checkout is the total, all-inclusive fare — it already covers the driver, fuel, tolls, parking and meet & greet, with no night surcharge.

Question 8

Are the prices fixed, or can they change later?

Accepted Answer

The fare is fixed at booking and will not change afterwards. The amount shown at checkout is the final total, with no surge pricing, no per-kilometre meter and no surprise extras added on the day. Traffic, a longer wait for a delayed flight, tolls and parking are already covered. The only time a price differs is if you change the route or vehicle yourself, which you confirm before it applies.

Question 9

Do you add a night or holiday surcharge?

Accepted Answer

No. Transfelo charges the same fare at 3am as at 3pm, and public holidays are not surcharged either. Many taxis and some transfer firms add a night tariff, but our per-vehicle price is flat around the clock, so a red-eye arrival costs exactly what the quote shows. This makes late-night and early-morning airport runs predictable, which matters most when your flight lands at an awkward hour.

Question 10

Are motorway tolls and airport parking included in the price?

Accepted Answer

Yes, tolls, motorway fees and airport car-park charges are all built into the fare you see. You will never be asked to cover a bridge toll or a parking ticket on the day. The driver handles these behind the scenes, and meet-and-greet inside the terminal is included too. Because everything is bundled into one per-vehicle price, the figure at checkout is genuinely what you pay.

Question 11

Does the price go up with more passengers or luggage?

Accepted Answer

No. The fare is set by the vehicle you choose, not by how many people or bags travel, so filling the car does not raise the price. What matters is picking a vehicle with enough seats and boot space: a saloon suits up to three passengers with standard luggage, while a van fits larger groups. If you have oversized items, add a note and we confirm the right vehicle at no surprise cost.

Question 12

Is a tip or gratuity expected?

Accepted Answer

No tip is expected or required; the fare already pays the driver fairly and includes everything for the journey. Our drivers will never pressure you for extra. If a driver goes out of their way and you would like to show appreciation, a small tip is welcome but entirely optional. There is no service charge added to your booking, so the price you confirmed is the whole cost.

Question 13

Where does the driver meet me at the airport?

Accepted Answer

Your driver waits inside the arrivals hall holding a board with your name, so you are met in person rather than at a distant kerb. The exact meeting point and gate number for your specific airport are given in your confirmation email and WhatsApp message, since the arrivals layout differs from one airport to the next. If you land and cannot find the board, message the WhatsApp number in your confirmation and we connect you directly with the driver within moments.

Question 14

What happens if my flight is delayed?

Accepted Answer

If your flight is delayed we already know, because we track it by the flight number you provided. The driver adjusts to the new landing time and will be there when you actually arrive, with no rebooking and no extra charge. This is why we ask for the flight number at booking. Even a several-hour delay is covered, so you can relax on board and simply come out to meet your driver.

Question 15

How long will the driver wait for me?

Accepted Answer

Waiting time is generous and, for airport pickups, free within the standard window. On arrivals we typically include about 60 minutes of free wait from touchdown, which covers passport control and baggage. Because we track the flight, that window starts when you actually land, not at the original schedule. If passport queues run long, message the driver on WhatsApp; they will hold for you rather than leave, and there is no meter running.

Question 16

What should I do if I cannot find the driver?

Accepted Answer

If you cannot spot the driver, do not leave the terminal. Message the WhatsApp number printed in your confirmation email and we connect you directly with the driver within moments, sharing their exact position and a description. Drivers stand in the arrivals meeting area with a name board, but crowds at peak times can hide them. We stay reachable around the clock, so you are never stranded at the airport.

Question 17

Do you track my flight in case it lands early or late?

Accepted Answer

Yes, we monitor your flight in real time using the flight number from your booking. Live tracking means the driver is dispatched to match your true landing time, whether your flight is early or delayed. You do not need to phone ahead or update us when the gate changes. If your flight number is missing or wrong, add it from the Manage Booking link so tracking follows the correct arrival.

Question 18

Is meet-and-greet with a name board included?

Accepted Answer

Every airport pickup includes meet-and-greet: a driver or greeter waits inside arrivals with a name board, helps with your bags and walks you to the vehicle. There is no hunting for a taxi rank or an app pin in the car park. For groups, families and late arrivals this in-person welcome is the calmest way to leave the airport. The board shows your name or the Transfelo logo, whichever your confirmation notes.

Question 19

What vehicles do you offer and how many people fit?

Accepted Answer

We run a range from saloon cars to vans and minibuses. A standard saloon seats up to three passengers with a few suitcases; a larger sedan or estate suits small families; a van comfortably takes up to eight passengers with luggage; and a minibus covers bigger groups. Choose by the number of travellers and bags at booking, and the price is per vehicle. If you are unsure, tell us your group size and we recommend the right class.

Question 20

Do you provide child seats and booster seats?

Accepted Answer

Yes, infant and child seats are available free of charge. Add the request in the booking notes and tell us the child’s age or the seat type you need, so the driver fits the correct one before pickup. We can provide rear-facing baby seats, toddler seats and booster cushions. Because seats are prepared per booking, please add the note in advance rather than on the day, and we will have it ready in the vehicle.

Question 21

How much luggage can I bring?

Accepted Answer

Luggage capacity depends on the vehicle, which is why we ask for your bag count at booking. As a guide, a saloon takes about three large suitcases plus cabin bags for up to three passengers, while a van swallows eight or more cases. Oversized or unusual items such as skis, golf bags, prams or bicycles are welcome; just note them so we assign a vehicle with the boot space, at no surprise cost.

Question 22

Can you arrange a wheelchair-accessible transfer?

Accepted Answer

Yes, we can arrange wheelchair-friendly and accessible transfers, but please request one in advance so we assign a suitable vehicle and driver. Tell us whether you use a folding or a powered wheelchair and how many steps you can manage, so we match the right car or a ramp-equipped van. With notice we prepare space for the chair and any mobility aids, and the driver will assist with boarding and luggage.

Question 23

Are pets allowed in the vehicle?

Accepted Answer

Small pets are welcome on most transfers when you tell us in advance. Please note the animal and its size in the booking so we assign a suitable vehicle and driver. Guide and assistance dogs always travel free and need no special arrangement. For cats and small dogs we ask that they travel in a carrier for everyone’s comfort and safety, and we confirm the booking once the vehicle is matched.

Question 24

Can you carry a large group in one vehicle?

Accepted Answer

For larger parties we provide vans and minibuses, so a group can travel together in one vehicle instead of splitting across taxis. A van seats up to eight passengers with luggage, and minibuses cover bigger tour groups, sports teams or family gatherings. Because pricing is per vehicle, sharing one van is usually the cheapest option per person. Give us the exact headcount and bag total and we assign the right size with room to spare.

Question 25

Can I cancel my Transfelo booking and get a refund?

Accepted Answer

Yes. Cancellations made more than 24 hours before your pickup time are refunded in full, automatically to your original payment method. Inside the 24-hour window the transfer is non-refundable because a driver has already been assigned to your flight. To cancel, open the confirmation email and use the Manage Booking link, or message us on WhatsApp with your reference.

Question 26

How do I change the date or time of my transfer?

Accepted Answer

Changing the date or time is free and easy: open the confirmation email, use the Manage Booking link, and set the new details, or message us on WhatsApp with your reference. There is no fee to move a booking, and we simply re-plan the driver around your new time. Make the change as early as you can so we can allocate a car, though we accommodate last-minute shifts whenever a vehicle is available.

Question 27

What is your no-show policy?

Accepted Answer

A no-show is when a passenger does not arrive at the meeting point and does not contact us; in that case the fare is not refunded, because the driver travelled and waited for the flight. This is easily avoided: if you cannot find the driver, message the WhatsApp line in your confirmation before leaving, and we connect you in minutes. Free cancellation is available up to 24 hours before pickup if your plans change.

Question 28

What if the airline cancels or reschedules my flight?

Accepted Answer

If the airline cancels or reschedules your flight, just update the flight number or pickup time from the Manage Booking link, or message us, and we move your transfer to the new arrival at no charge. As long as you let us know before the 24-hour pre-pickup window, there is no penalty and no lost fare. If your trip is off entirely, a cancellation made more than 24 hours before pickup is refunded in full.

Question 29

Is my booking guaranteed once I pay?

Accepted Answer

Yes, once you receive the confirmation email your booking is guaranteed and a driver is assigned to your flight. We do not overbook or auction rides to the nearest app driver; the vehicle class you chose is reserved for you. On the day the driver is dispatched to match your landing time. If anything on our side ever changed, we would contact you immediately by WhatsApp and email to arrange a replacement at no cost.

Question 30

How and when will my refund be paid?

Accepted Answer

Refunds are returned automatically to the original payment method you used, so there is nothing to claim manually. Card refunds are issued as soon as the eligible cancellation is confirmed and typically appear within a few business days, depending on your bank. Remember the policy: cancel more than 24 hours before pickup for a full refund; inside 24 hours the transfer is non-refundable because the driver is already committed to your flight.

Question 31

How can I pay for my transfer?

Accepted Answer

You can pay online by credit or debit card at booking, and on many routes you may also pay the driver in cash or by card on the day; you choose your preference at the payment step. Online payment secures the vehicle instantly and sends your confirmation. Whichever method you pick, the fare is the same fixed total, with no booking fee for paying by card and no cash-handling surcharge.

Question 32

Is online payment secure?

Accepted Answer

Yes, online payments are processed over an encrypted, secure connection through a regulated payment provider, and we do not store your full card number on our own servers. You will see the standard card-security checks, such as 3-D Secure, where your bank asks you to confirm the payment. Your confirmation email acts as your receipt. If a payment ever fails, no vehicle is reserved and you are not charged, so you can simply try again.

Question 33

Can I pay the driver in cash on the day?

Accepted Answer

On many routes you can pay the driver directly in cash or by card once you are on board, if you prefer not to pay online. Select this option at the payment step; the fare is identical to the online price, with no extra charge for paying on the day. For some destinations or peak dates we may ask for online payment to secure the vehicle, which the checkout will make clear before you confirm.

Question 34

Which currency will I be charged in?

Accepted Answer

Prices are shown and charged in the currency displayed at checkout, and the total you confirm is the amount you pay. If you pay the driver in cash, we accept the local currency and commonly used major currencies on most routes; please have close to the exact amount, as drivers may not carry large change. Card payments are converted by your own bank at their rate, so no separate handling fee is added by us.

Question 35

Will I get a receipt or company invoice?

Accepted Answer

Yes, your confirmation email doubles as your receipt and lists the route, date, vehicle and total paid, which is enough for most expense claims. If you need a formal company invoice with tax details, reply to the confirmation or message us on WhatsApp with the billing name and address, and we issue one. Business travellers can request this either before or after the trip, and there is no charge for providing an invoice.

Question 36

When is my card charged?

Accepted Answer

When you pay online, the card is charged at the time of booking to secure the vehicle, and you immediately receive a confirmation email. If you choose to pay the driver, nothing is taken online and you settle the fixed fare on the day. In either case the amount is exactly the quoted total. Should a booking fail to confirm, any authorisation is released and you are not charged for a trip that did not happen.

Frequently Asked Questions

Booking

Prices

At the airport

Vehicles & capacity

Changes & cancellation

Payment