Help Center: Everything You Need to Know!
Can I make changes to my booking?
Yes, you can modify your booking by clicking the My Account link at the top of every page and logging in to edit, or by contacting our support team at least 24 hours before your scheduled pickup time.
What payment methods do you accept?
We accept major credit and debit cards, as well as other secure online payment methods.
How far in advance should I book my transfer?
It's recommended to book your transfer at least 24 hours in advance to ensure availability. However, we strive to accommodate last-minute bookings whenever possible.
Will I receive a confirmation of my booking?
Yes, upon completing your booking, a confirmation email with all pertinent details will be sent to you as well as an SMS message.
What if I need a child seat?
Child seats are available upon request. Please specify the number and type of child seats required during the booking process by selecting the correct seat.
Can I book a return transfer at the same time?
Yes, you can book both arrival and return transfers in a single booking process by checking the Book Return box.
Can I book a transfer for someone else?
Yes, you can book a transfer for someone else. Ensure their contact details are used during the booking process to coordinate pick-up.
Can I book a transfer with multiple drop-offs?
Yes, we offer bespoke transfers that can include multiple drop-offs. Please contact our support team to arrange this service by clicking here.
Can I book a hotel-to-hotel transfer?
Yes, hotel-to-hotel transfers are available. Simply enter the hotel addresses in the relevant boxes on the booking form.
I want to book a vehicle for 3 people when we arrive and 6 people when we return. How can I do this?
To book different numbers of passengers for each journey, please make two separate bookings: one for your arrival and another for your departure.
My travel group is arriving on different flights. How should I book our airport transfers?
For arrivals, book the transfer based on the latest flight arrival time and ensure all group members are aware of the meeting point. For departures, schedule the transfer according to the earliest flight departure time to ensure timely arrival at the airport.
Do you operate transfers during public holidays?
Yes, our service operates 365 days a year, including public holidays.
What should I do if my travel plans change suddenly?
Contact our support team immediately to make changes to your booking. We'll do our best to accommodate last-minute adjustments.
Will I know the driver's details before I arrive?
Yes, you will receive both an SMS and email which will contain;
- Driver name and contact number
- Vehicle make, model and colour
- Tracking link to see where your driver is exactly
How will I locate my driver?
Your driver will be waiting at the designated pickup point with a sign displaying your name.
What happens if my flight is delayed?
Our platform monitors flight arrivals and will adjust the pickup time accordingly at no additional cost. For extensive delays we will SMS you to let you know we are aware.
What if I have excess luggage?
Please inform us in advance if you have more luggage than specified in your booking to ensure the vehicle assigned / booked can accommodate your party.
What should I do if I left something in the vehicle?
First point of call is to contact your driver directly using the contact information provided, howevere, if that is not succesful then contact our support team immediately here with the details of your booking and lost item. We will assist in recovering your belongings.
Are there any restrictions on items I can bring?
For safety reasons, certain items like hazardous materials are not permitted. If unsure, please inquire prior to your trip.
Do I need to pay anything to the driver?
No, providing your journey is as booked there is nothing to pay, if you alter the itinerary on the day directly with the driver then you will need to contact us and we will asses and send a link to pay the excess.
Can I change the pickup location on the day of the transfer?
Changes to the pickup location on the day of the transfer are subject to availability and may incur additional charges. Please contact our support team here.
Are there any discounts for large group bookings?
We offer discounts for group bookings or bulk reservations. Please contact our support team for details here.
How are transfer prices calculated?
Prices are transparent and calculated based on the distance, vehicle type, time of day, and any additional services requested.
Are there any hidden fees?
No, all fees are transparently displayed during the booking process. What you see is what you pay.
What is your cancellation policy?
Cancellations made more than 48 hours before the scheduled pickup time are fully refundable. Cancellations within 48 hours may incur a fee.How do I cancel my booking?
To cancel your booking, please contact our customer support team via our form here or phone as soon as possible.How can I file a complaint?
If you’re dissatisfied with any aspect of our service, you can file a complaint by contacting us through our contact form or emailing us at complaints@ridetransferdirect.com. Please include your booking reference, details of your complaint, and any supporting evidence.What information should I include in my complaint?
Your complaint should include your booking reference number, the date and time of your transfer, a detailed description of the issue, and any relevant photos or documents.How long does it take to resolve a complaint?
We aim to respond to all complaints within 5 business days and provide a resolution within 14 business days, depending on the complexity of the issue.What happens after I file a complaint?
Once we receive your complaint, our team will investigate the issue and may contact you for additional information. After the review, we will provide you with a response and proposed resolution.How can I contact customer support?
You can reach our support team via email at support@ridetransferdirect.com or through our contact form here.What should I do if I can’t find my driver?
If you cannot locate your driver, please contact our support team immediately for assistance.What happens in case of unforeseen delays?
While we strive for punctuality, external factors like traffic or weather may cause delays. We recommend allowing extra time for unforeseen circumstances.Is the company responsible for missed flights or connections?
We are not liable for missed flights or connections due to delays beyond our control. It's advisable to schedule pickups with ample time margins.How is my personal information handled?
We prioritize your privacy and handle personal data in accordance with applicable data protection laws. For detailed information, please refer to our Privacy Policy.