Pick-ups at the airport, ports and train stations: In the email that we have sent you with the confirmation of your reservation you can find the meeting point where our driver will be waiting for you.

Pick up at Hotels or Addresses: Our driver will pick you up at the indicated address or hotel. Keep in mind that some addresses and hotels have traffic limitations, either due to urban regulations or road work, in these cases the driver will pick you up as close as possible.

If you or a passenger have forgotten something in the vehicle please contact us through the telephone number provided in the reservation voucher.

The costs incurred to recover the object / forgotten objects are your total responsibility.

No. Bookings are confirmed instantly. You don’t have to call us or send us emails in order to confirm already created bookings. After payment you will receive a confirmation email at the email address used during the booking process.

Airport Pick-up: Our driver will wait for you for 1 (one) hour after your plane has landed. If you have correctly indicated your flight number, it will be monitored and our driver will wait for you for one hour after the plane has landed. Flight changes must be communicated at least 24 hours before arrival. If your flight number is incorrect or has changed and we have not been informed, our driver will wait for one hour from the arrival time you have selected in your reservation.

*Please remember that the flight number or departure and arrival times can be modified on our website.

At other pick-up points such as addresses, ports or train stations the waiting time of our drivers will be 15 minutes.

We cannot be held responsible for the costs incurred due to flight delays or lost travel connections as a result of bad weather conditions, the condition of the roads or any other factor beyond our control.

We monitor the arrival times of flights, trains and cruises in case of delays. Please contact us using the number or email address provided on your booking voucher to inform of any delay. Whenever possible, we and our partners will do everything possible to reschedule the transfer according to your new arrival time. If your delay exceeds 3 hours you must claim the cost of your transfer from your flight, cruise or train provider.

If you would like to know more about the free waiting time please read FREE WAITING TIMES.

In case your flight has been canceled please notify us urgently by phone or trough the help centre by sending us a request.

If we are not notified of changes or cancellations of your flight, it may result in transportation being provided according to the original details of the reservation. In this case, we will not be responsible, and no refunds will be given.

*Please remember that you can cancel or amend your booking with at least 24 hours, in advance to the pickup hour, directly on our website.

In case you don’t find the driver please call us immediately. You can find our phone number on your confirmation email. If you organize alternative transport without communicating it to us we will be released from our obligation to provide the service and no amount will be refunded.

If the driver of your private transfer cannot reach you, he will call the mobile phone number provided by you during the booking process. Please make sure you travel with that mobile phone and that it is on. If he cannot reach you at the phone number provided, we will not be able to provide the service and no refund will be made.

Yes. Our service is private and door-to-door and the driver will pick you up and leave you as close as possible to the directions provided.

In some destinations or due to roadwork or any other circumstances you may be dropped off or picked up at a central point within reasonable walking distance from your final destination.

After collecting your luggage please proceed through the doors to the arrivals terminal or to the meeting point specified on your booking voucher. Our driver or a representative will be waiting for you with a sign showing the lead passenger’s name.

If you did not find the answer to your question, please send your question to email: bookings@hzprestige.eu