FAQs - Häufig gestellte Fragen

The allowance per person is one standard size suitcase (approximately 70cm high and 47 wide) , and one small piece of hand luggage (such as 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 transfer. If you are travelling within 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 refusal of service or in extra transport being required to accommodate the excess luggage, which will incur additional local charges.

As indicated on the booking form please select the number of passengers for the 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 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 indicated 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 part of HBX Group on +44 1273 828200 or through our 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 provision or availability of child seats and / or booster seats in your provided transportation, then please feel free to contact HolidayTaxis part of HBX Group 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.

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 3 days, please telephone us on +44 1273 828 200. If you are travelling outside of 3 days, please message us through our live chat.

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

- 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 be available on the booking process depending on destination. If this 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.

Yes, bespoke 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.

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.

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 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.

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.

Private transfer: 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 on +44 1273 828 200. If you are travelling outside of 3 days, please message us through our live chat.

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

Private transfer: 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 on +44 1273 828 200. If you are travelling outside of 3 days, please message us through our live chat.

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

Please note that if you are attempting to make a payment via PayPal and the 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 on +44 1273 828 200.

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 our live chat.

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. Holiday Taxis 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 in the top of the webpage, enter your Surname and reference and select 'Retrieve booking’.

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 transfers.

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

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 our live chat or telephone us at +44 1273 828 200.

Please note: If 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.

You do not need to contact the supplier when using our private service as all flights/trains are monitored and your transfer service will be provided accordingly. However, when booking a shared shuttle service flights/trains are not monitored so please take care of your time at the airport as you do not want to miss your shuttle. In the event of a missed shuttle please contact your travel insurance company.

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

Departure flights/trains/ships are not monitored; therefore, you will need to telephone us on +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.

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 / train station / port booked.

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.

Standard private transfer: Our suppliers monitor the flight and will be ready for your pick up 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 (desk) or driver within that time frame.

Premium private transfer: Our suppliers monitor the flight and will be ready for your pick up 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 (desk) or driver within that time frame.

Shared Shuttle transfer: Our suppliers monitor the flight and will be ready for your pick up 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 (desk) or driver within that time frame.

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

Clear instructions are stated on the booking voucher about you transfer, which is generated electronically at 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 Holiday Taxis on our 8AM to 8PM 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.

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

Shared Shuttle transfer: The maximum waiting time for shared shuttle transport is 60 minutes from the time you make yourselves known to the local supplier upon arrival at the airport. The supplier 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.

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

If no transfer arrives at your previously agreed pick up time and location, please wait a maximum of 15 minutes before calling the supplier telephone numbers listed on your booking voucher and provide the supplier with your reference number. If you are not able to reach the supplier, then please contact Holiday Taxis on our 8AM to 8PM 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 part of HBX Group.

The transfer journey times stated on our website are estimated and are applicable for a journey on 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 shuttle involve multiple drop offs and pickups, so the journey time might be longer than stated depending on the number of stops, etc.

Private transfers: Our drivers will endeavour wherever possible to operate a door-to-door 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 transfers: 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 where roads are no accessible by shuttle vehicle. 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 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.

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

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

Shared Shuttle transfer: Please follow the instructions on the voucher to obtain your pick-up time and location. Pick up times are allocated by local suppliers 24 hours prior to departure due to shared shuttles having multiple pick up 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 pick up time.

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

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

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

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

If you wish to choose your own pick-up 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 pick up time.

In the low possibility that you cannot locate your 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 Holiday Taxis on our 8AM to 8PM 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 Holiday Taxis before you left the location.

The contract for this 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.

Any complaint must be registered in writing and be received by HolidayTaxis part of HBX Group 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, which 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 traveling 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.