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Frequently Asked Questions

(Please read these frequently asked questions before you travel)

Types of Transfer?

Shuttle Transfer

Shuttle Transfers are shared with other travellers who may be staying in different resorts and / or hotels. The driver will plan the route and the order of drop-offs required. The transfer will operate on a pre-arranged schedule from the airport, and the maximum wait time at the airport on arrival will be one hour. The type of vehicle used will depend on fleet requirements and passenger numbers, so it could be taxi, minibus or coach. Your departure pick up time will be re-confirmed during your stay, details will be shown on your Booking Confirmation.

NOTE - Shuttles can only be booked to recognised hotels and apartments and cannot be booked for remote accommodation such as private villas etc located away from the main resort areas. Shuttles cannot be booked for Florida villas.

Private Transfer

Private Transfers are your own private vehicle (taxi/minibus) for your party size as selected. You will be transported directly to your chosen accommodation by your designated driver, and collected on your return journey as booked.

Booking your Transfer?

Once you have selected the type of transfer you require and made the booking, you will receive an emailed Booking Confirmation which contains all the information you need. Emergency contact telephone numbers, details of your transfer supplier, including office opening hours; arrival & departure instructions and your flight and accommodation details. Your supplier will have all the information they need as well.

What is included in the Price?

The transfer you have chosen for the number of people in your party, whether it is a private or a shuttle transfer; a return journey or just one way, (which can be an arrival or departure journey); meet and greet service at the arrival airport by your supplier’s representative and/or driver; the services of a local agency in resort who can offer advice and information eg. In the case of flight delays, diversions and cancellations.

Child seats, where available, may be an additional charge., This varies by destination. Please check at the time of booking.

Luggage Allowance?

If you are carrying any excess luggage such as more than 1 bag per person (approx 70cm x 40cm x 20cm), pushchairs, surf boards, golf clubs, bicycles, but not limited to, or other oversized items, you will need to inform us when booking to ensure our suppliers can provide the correct vehicle. Should you fail to notify us, you will be liable for any additional costs incurred.

Travelling with Children?

All infants (0-2yrs) and children (3-11yrs) should be included in the number of passengers travelling. Laws regarding child seats vary from country to country and we recommend all children have a booster or child seat. On shuttles, infants travel free of charge, can sit on an adult’s lap (as long as they are not in the front seat of a vehicle), and children should have a booster or child seat. Some resorts offer child reductions, (see website). On private transfers all passengers should have their own seat (ie- seat belt position within the vehicle) including infants and children. Please refer to our safety policy.

Disabled Travellers?

If one or more members of your party require a wheelchair, please provide details at the time of booking. We will need to know if the wheelchair is collapsible, the approximate weight & dimensions, and if the passenger can temporarily get out of the chair and into a vehicle. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking when we become aware of these details we will ask the applicable supplier to cancel it and they may impose applicable cancellation charges.

Journey Times?

The journey times shown on the website are approximate and can vary depending on traffic conditions, rush hours and road works. Shuttle transfers can take longer due to the number of drop-offs and only an estimated guideline for journey times is displayed on our website. We accept no responsibility for variance in journey times.

Mobile Phone Number?

We recommend you provide us with your mobile phone number in the event that we need to contact you in case of delays, cancellations or flight diversions.

Change or Cancel my Booking?

Please contact us on 0843 459 0831, or email us at if you need to change or cancel your booking; or if you booked with a travel agent, you MUST contact your travel agent. Please refer to our terms and conditions for further details.

Flight Delays?

In the event of a flight delay please advise your supplier using the number on your voucher. For extensive delays there may be additional cost, eg night supplements may apply.

Flight Cancellations & Diversions?

In the event of a flight cancellation we recommend you contact your supplier using the contact details on your booking confirmation. If you have alternative flight details, please provide these and the changes can be made to your booking. Depending on the new details following the cancellation, or in the case of a diversion, there may be a price difference.

When I arrive?

When you arrive at the overseas airport / port / train station, please follow the arrival instructions on your booking confirmation and you will be met by your supplier’s representatives. They will check your booking as per your arrival manifest and arrange your transport accordingly. If you experience a lengthy delay at baggage claim or customs, please call or send a party member out to advise your supplier. Normally, a maximum wait time of one hour is included. After one hour, suppliers may regard the booking as a “no-show” and send the vehicle to another job.

While I’m in Resort?

On your booking confirmation you will find details of a local supplier/agency office opening times and contact telephone numbers. You can contact your supplier for local information or information about excursions etc,

When I depart?

Your booking confirmation shows details of reconfirming your departure transfer pick up time. Please note, the time on your booking confirmation is a guide and may have changed, so you will be given the re-confirmed pick up details whilst in resort.


We recommend you take out travel insurance before travelling abroad to cover such things as delays and cancellations, supplier failure, lost or damaged items and medical care. Please check details before you travel.

Lost Property?

Please report any lost luggage/ items as soon as possible to your supplier locally and they will endeavour to find and return any lost items. Although we will liaise with the supplier to locate and return any items, neither we, nor the supplier is responsible for any lost property. If we or the supplier need to post anything to your home address after travel, there may be a charge for postage.

Behaviour Policy?

The supplier reserves the right to refuse carriage to anyone behaving in a drunken or rowdy manner, or acting in a way which is upsetting to other passengers. In this instance no refund will be provided.

Smoking Policy?

Smoking is not permitted in any of the vehicles used to operate the transfers.