Frequently Asked Questions

How to book a transfer?

How to meet the driver?

How to pay order?

How to edit or cancel order?

Terms & conditions

How to find an appropriate transfer?

Type or select your pick-up and drop-off location in our search form. You will see all the available vehicle classes for this route and their description. The price is provided for each transfer and there is booking button.

What is the minimum time to book a transfer?

Online bookings are accepted, at least, 16 hours before the transfer. If less than 16 hours are left, please, contact our support team, we will try to find a solution for you.

Will my driver take me to the hotel?

Yes. The transfer is understood as a trip to any point within the location limits. If you want to book a transfer to your hotel, type location name in the Drop-off field in search box, choose vehicle type and specify your hotel name and address. The driver will take you to the hotel, the price doesn't depend on its address.

How can I book a transfer to the airport?

Please, type the pick-up location in the Pick-up field, choose your destination airport in the Drop-off field. The transfer is understood as a trip to any point within the location limits. You can calculate departure time according to the specified transfer duration.

I can't find my route. What can I do?

Specify your route: fill in the Pick-up and Drop-off fields with the necessary location name, airport, train (bus) station. If there are no ready transfers for your route, send us transfer request. We will find transfer according to your request and this information will be sent to your email.

How to choose a vehicle type?

Luggage and passenger capacity are shown for each vehicle type in the list of transfers, there are also examples of cars. Economy, Comfort and Premium class cars are divided according to their comfort, Minibuses – according to their capacity. If you have doubts which vehicle type suits you best, ask us.

There is no necessary vehicle type. What can I do?

If there is no necessary car or if you have doubts regarding the vehicle type, you may send us a request. We will find vehicle type according to your request.

What if I am traveling with children?

Children are also considered passengers. When you are booking your transfer, you may order child seats and your driver will install them for safety purpose. Child seats are paid as an additional service.

Is it necessary to book child seats?

In most countries child seats are necessary to transport children, there are penalties for not using child seats. If you don't order a child seat, the driver has right to cancel your transfer. In any case, children safety is more important.

If you do not know your flight number?

If you receive information about the flight just before the departure, please specify the city you are flying from in the field Flight number. We will accept your booking, but you should inform us about your flight number as soon as you know it.

What pick-up time should I specify?

For a transfer FROM the airport please specify your arrival time according to your ticket. The driver will monitor your arrival according to the flight number. If you are going TO the airport, subtract from the departure time (specified in your ticket) 3 hours and duration of the trip to the airport (it is specified on the transfer page).

For example: your departure time is 2.00pm, duration of the trip to the airport is 1hour, then you need to specify a departure time as 10.00am.

How to specify my address?

Specify the hotel name or destination address. You may copy hotel address from the hotel voucher. If you don't know the address, you will have to explain the driver where you're going. The price includes transportation to any point within the location limits.

Booking the return transfer

The price for the return transfer is the same as for the direct one. The amount of the prepayment is also doubled. In case of cancellation of the return transfer, half of the prepayment will be returned.

For example: your transfer costs 100 EUR, your prepayment is 10 EUR. When you are booking a round-trip the total cost will be 200 EUR, online prepayment is 20 EUR. You will have to pay only 180EUR to the driver.

You pay 90EUR to the driver after the first transfer, the rest 90EUR after the return transfer. If the transfer distance is large, during the direct transfer the driver may ask 50% prepayment for the return transfer.

Can I make order without filling the fields?

If you don't find your route in the search box or you have a special order, you may book your transfer through our managers. Send transfer price request or message through contact us form. Specify all details of your trip, we will find a necessary transfer for you.

How can I make sure that my booking was accepted?

As soon as you make the booking, you will receive confirmation on your email, it's a voucher where you can see booking number and transfer details. This email means that the car has been booked and the driver will meet you at the specified time. If you haven't received the confirmation email, you should immediately contact us.

Will I be able to change the data in my order?

Yes, the order changes will be made for free, but no later than one day before the trip. To make changes, contact our support team support@kiwitaxi. com.

How to find my driver?

The driver will meet you holding a nameplate with your name. If he meets you in the airport, he will be waiting for you in the arrival hall. If you go from the hotel, your driver will be waiting for you at the hotel’s lobby or reception.

Can I be sure that the driver will meet me?

We guarantee that the driver will do his best to meet you, he is interested to meet you. He will have your phone number, and you will have his phone number too. As soon as you go out from the airport, pay attention to the nameplates and keep your phone switched on, the driver may call you directly. We cooperate with agencies specialized in car transfers, and we strictly monitor order performance. Transfer failures are extremely rare.

If the flight is delayed

As soon as you know that your flight is delayed, contact your driver or our staff. You should specify your booking number and new time of arrival.

If the flight arrived earlier

If you arrive before the transfer start time, it's possible that your driver isn't there yet. Please, stay in the arrival hall and wait for your driver. You may text him saying that you're waiting for him in the arrival hall.

How to contact the driver?

Some 24 hours before your trip we will send you the driver’s phone number on your email. Please, call him or text him if your flight is delayed or canceled. It's possible that the driver doesn't have enough time to monitor such changes in the airport tracking system. If you don't find your driver upon arrival, call him or text him saying where you're waiting for him.

What if I can't find my driver?

Before the trip we will send you the driver’s phone number. Most likely, you will not need it, because the driver will also have your phone number and he will call you or send you an sms before the transfer. Do not worry, our drivers specialize in airport transfers and cancellations of meetings are extremely rare.

The driver didn't meet me. What should I do?

The most of such cases happen when you can't find your driver in the airport. Please, check the nameplates once more, it's probably that the driver was absent for a while when you were coming from the arrival area. Wait 15 minutes more, it's possible that the driver is late due to the traffic and doesn't have chance to contact you.

If the driver doesn't appear nor contacts you during 30 minutes after the transfer start time, book transfer at taxi stand in the airport, we will compensate you the price difference. You can just give them our voucher. Pay upon the arrival and email us, so we can make compensation. If you go from the hotel, just book your taxi at reception.

Does the driver speak English?

We try to assign English-speaking drivers for transfers with English-speaking customers. It happens quite often. Most of the drivers speak English, and the driver will have all the main information about the route before the trip.

How to pay?

You make a small prepayment on the website. The remaining amount you pay in cash to the driver after your transfer. In case of cancellation at least 24 hours before the transfer your prepayment will be refunded. If you have booked a return transfer, the driver may ask you 50% advance payment for the return transfer during the direct one.

What payment options are available?

We accept payment via VISA and MasterCard. These are the most secure and convenient ways to pay online.

How to pay to the driver?

Payment may be made in the currency specified in the voucher (usually Euro or USD) or in local currency at the official rate. Please prepare the necessary amount of cash in advance.

When can I change information in my order?

If the booking is changed, the driver should confirm that he can meet you. If there are more than 24 hours before the trip, inform our support team about the changes. We will assign the driver and send you new voucher.

If less than 24 hours are left, you should contact the driver directly and make sure he is available to accept the changes.

Will I get back my prepayment in case of order cancellation?

Yes, if you cancel your order not later than 24 hours before the transfer, we will fully refund the prepayment. If the trip doesn't take place because of our mistake, the prepayment will also be refunded. The prepayment will be refunded within 5 bank days the same way it was made.

Is the price for the car or per passenger?

The price is for the car. It doesn't depend on the number of passengers. Each vehicle type is provided with passenger and standard luggage capacity information. The child seats are paid separately.

Should I pay for waiting time?

No, the driver monitors your arrival according to your flight number. If the flight is late, he will wait for you or arrives later.

Does the price depend on the date of arrival?

No, it doesn't. You may book your transfer for any date, but not later than 16 hours before your transfer.

How much time does it take to recieve the transfer calculation?

Within 48 hours you will recieve reply if we can perfom your transfer. The calculation will be sent to you as soon as the provider sets the rate.

If we can’t find the necessary vehicle within 48 hours, we will inform you. We will continue searching and will inform you if we find necessary vehicle and get the rate.

How is the transfer request processed? 

As soon as we recieve transfer request, our support managers check it and send price request to our providers. As soon as the rate is set, you will recieve email notification and will be able to complete the online-booking.

If we can’t find the necessary vehicle within 48 hours, we will inform you. We will continue searching and will inform you if we find necessary vehicle and get the rate.