Will anyone else be travelling in the vehicle I book?
No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for your group.
What if I need wheelchair space?
If you require wheelchair space, you can indicate that in the “notes to driver” in step 3 of the booking process. Please use English as language. Foldable wheelchairs are regarded as 1 piece of luggage. Always book a minivan in case you need wheelchair space.
How can I contact Tourstor.com?
You can contact us by email or phone, our full details are available on our contact page. Our Customer Service Center is open during business hours. If your enquiry is urgent, please call us for the quickest response.
There will be children in my group. Can you supply child seats?
For most vehicles, yes we can. Please specify how many child and/or baby seats you require in Step 2 of the online booking process. Child / baby seats will be provided if booked whenever possible, however there may be instances when such seats are unable to be provided. In such instances, you will be entitled to a full refund for seats not supplied. If you are unwilling to travel in the event that child / baby seats are not supplied, please provide your own.
When should I book?
Although you may book your transfer(s) online up to 10 hours before your travel date, we recommend that you book as early as possible. By booking your transfer(s) early, you have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season. Please call our Customer Service Center if you need a transfer within 6 hours.
Where will I meet the driver when I arrive?
Your booking is completed you will receive a confirmation email explaining where to meet your driver, along with other useful information including our Customer Service Center numbers.
My group size has changed. Can I choose another vehicle?
Yes. Please inform our Customer Service Center as soon as possible to confirm availability of a more suitable vehicle. There may be an additional charge to pay if you require a larger vehicle.
My flight has been cancelled and I no longer require a transfer. Can I cancel it?
Yes, in accordance with our terms and conditions.
My payment confirmation and/or booking voucher haven’t arrived by email. What should I do?
In rare instances, it is possible that your email server or software may mistake our emails for spam and not deliver them. If you feel that you should have received a communication from us, but have not, please email or call our Customer Service Center. Remember that you can always login to the “Your Bookings” page (using your email address and password) to view, share and print your booking voucher.
How about refunds?
In case of a refund, we will immediately refund your money.
Do you charge extra for debit or credit card payments?
No. There is no additional charge for paying by debit or credit card.
What should I take as proof of the pre-booked reservation for the driver?
Only your voucher (paper or digital).
What happens if I can’t locate my driver?
If you have any trouble locating your driver, please contact the driver directly at the telephone number on top of your voucher. If you are not able to reach him, just call our Customer Service Center numbers (printed on your booking voucher) and we will immediately assist you.
What happens if my flight is delayed?
When your flight is delayed or cancelled, please call the provider. His number is on top of the voucher. Should you choose not to call the provider, he might leave the pickup point and you risk not getting your transfer.
My flight has changed. Can I reschedule my transfer?
In most cases we will be able to reschedule your transfer without a problem. However, if it is a busy time of the year, it is possible (but unlikely) that we may not have availability for your new transfer time. Please contact us the moment you know about your change in schedule to allow us sufficient time to reorganize your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.
What should I do if my luggage appears to be lost upon arrival and I will be late for my transfer as a consequence?
If your luggage is lost, please contact the driver directly at the telephone number on top of your voucher and inform him what happened. Depending on how much time is needed to report that you luggage was lost, the driver can either wait for you, or you can cancel the ride. The driver will then tell you whether additional waiting costs will be charged. If so, this will be charged by the driver directly. Should you decide to cancel the ride instead of asking the driver to wait, the full fare will still be due and cannot be refunded. If you are unable to reach the driver, please contact our Customer Service Center.
I left an item of luggage on the vehicle. How do I get it back?
First, please contact the driver directly at the telephone number on your voucher and inform him what happened. We will do everything we can to repatriate your lost luggage to you, either to your place of residence, or to your home address. Please note that any fees incurred will have to be paid before the luggage is sent back to you by courier.
Who should I contact, if I have comments or suggestions to make?
We activey welcome our customers’ comments and suggestions, and treat them as a valuable insight as to how to improve our service. You can also email us with your comments: [email protected]