FAQ

If you didn’t find an answer to your question, please contact us by email at support@kiwitaxi.com or in our online chat.

Transfer booking

How do I find and book a transfer?

Specify the place of departure in the "From" field, and your destination - in the "To" field. You can choose the desired city, airport, train station, port, and hotel from the drop-down menu or enter the exact address of the place.

Click the button "Search". Choose the suitable transfer class and click "Book" to proceed to the booking.

Fill in all the required fields in the booking form. If you have any questions, write to us in the online chat or call the support service at +44 20 3807 6110 (toll calls).

How can I book a transfer to the airport?

In the "Pick-up" field, select the city or enter the address of the hotel from which you need to get to the airport. The price does not depend on the address our driver picks you up at, but it should be within a city. Enter the name of the airport in the “Drop-off” field.

Important note: calculate your pick-up time taking into account the time en route (it is specified on the website) + 3 hours for the check-in at the airport.

What pick-up time should I set?

If you need a transfer from an airport or a railway station, we recommend you to specify your flight arrival time as the beginning of your transfer. In this case, it is more convenient for a driver to organize the meeting.

Important note: if you were notified about a change of arrival time, please let us know so we could also inform the carrier.

If you need a transfer from a hotel to an airport, specify the time you should be met at the reception. You will have to calculate the departure time by yourself. We recommend you to have a time margin of 3 hours for the airport check-in and travel time. Approximate time a driver needs to arrive at the airport is specified on the booking page.

For example, if your flight departure time is 14:00 and the travel time specified on site is 1 hour, the pick-up time should be 10:00.

How long does a trip take?

You can find the time en-route on our website and in your voucher confirming your booking (pdf file, downloadable after making a booking).

Important note: this duration is approximate and can vary depending on the traffic, time and date of transfer, public holidays etc.

Please, make changes in your order in advance if you receive new information about traffic situation.

How do I put my flight number correctly?

When you book a transfer from the airport, you need to specify your flight number with both letter and numeral parts.

For example, SU1870 is a full flight number, and 1870 is incomplete.

If you give us an incorrect flight number, our driver will not be able to meet you at the airport on time.

How far in advance should I book a transfer?

Minimum time of pre-order depends on the vehicle class.

If you want to book vehicles of Premium class or Minibus 10, 13, 16, 19 pax, you can make a booking not less than 24 hours before the trip.

If you choose standard types of vehicles (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax), transfer must be booked not less than 16 hours before its beginning.

If your trip starts later than the time given above, you can make an urgent booking. It will take some time for us to find a car. We will inform you as soon as possible if we can provide the service.

How do I put my address in a booking form correctly?

Specify the exact address of your destination or your hotel name.

Important note: a hotel address is usually stated in the hotel voucher — a document confirming your booking and sent to you after reserving a room.

How do I book a return transfer?

You can book your return transfer when booking a one-way trip. To do it, specify the date and time of the return transfer in the special field in the booking form.

If the route of the return transfer differs from your previous trip, you have to make two different reservations.

How do I know if my booking has gone through?

After you make your booking, you will receive a confirmation email with a voucher containing your booking number and all the details of your journey.

If you have not received the email with the confirmation, please contact our manager by email at support@kiwitaxi.com or in online chat.

Payment

How can I pay my order?

Depending on the country of transfer, there are the following payment options:

  1. Micro and Economy car classes can be paid only by cash to the driver.
  2. Cash to the driver. Prepayment on the website is not required, you give the full amount to the driver at the pick-up site. When booking, you need to add a bank card to confirm your intention to use a transfer.
  3. You can also make a full payment online, in a preferable currency.
  4. We take a small prepayment for booking a transfer. The remaining amount should be paid in cash to the driver upon arrival.
Can I make a payment as a legal entity?

If you need to pay the booking by invoice, contact the manager by email at agency@kiwitaxi.com.

What currency will I be charged in?

Your card will be charged in one of 2 currencies: dollars or euros. Currency of payment is specified on the right side, where you select a payment option.

Currency exchange rate depends on your bank and can vary.

What payment options are available?

We accept VISA, MasterCard and Apple Pay. This payment systems provide the safety of money transfers according to international standards. Data is entered on a secure page, which is a payment gateway. This guarantees the safety of your data and money transfer.

Is it safe to make a payment via your site?

Yes. The payment is received by the bank, certified by VISA/MasterCard.

What currency should I pay my driver in?

We advise you to pay in the currency specified in your voucher.

Important note: you should prepare the required amount in cash in advance.

You can discuss payment in another currency with your driver, but he/she has the right to refuse and ask you to exchange money.

Will I have to pay extra for waiting?

If you are booking a taxi transfer from the airport to the city, the price already includes one hour of waiting after the scheduled arrival time. If your flight is being delayed for less than 30 minutes, the driver will monitor it and arrive by the time of landing. If you learn about a longer flight delay, please inform the driver as soon as possible by calling one of the phone numbers sent to your email.

Please note that if the waiting time exceeds 1 hour, the driver may ask to pay extra for waiting.

If you book a transfer from the hotel, the price includes 15 minutes of waiting from the time stated in the order.

Is the price for a car or for a passenger?

All prices displayed on the website are provided per car. The price does not depend on the number of passengers within the car capacity. Important note: maximum capacity of a car is specified for each class.


Does the price depend on the date of my transfer?

Kiwitaxi transfer price does not depend on weekends and time of the day. This is what differs this service from taxi services and local taxis.

For example, with Kiwitaxi, it is possible to order a taxi transfer from the airport to the city for any day at a price indicated on the website now. The only limitation is rules of minimum booking time. Check, how far in advance it is possible to make a booking.

Important note: on some holidays or large-scale events (such as New year, Olympics or World Cup), the price may rise due to increased demand.

Payment problem

Please send us an email at help@kiwitaxi.com describing the difficulties encountered. We will try to solve the problem in the next few days.

Besides, we recommend you to follow some simple steps: change the browser you are browsing Kiwitaxi site in; restart your device and return to the payment; or change payment method if other variants do not help.

Changes, cancellation, and refund

How do I change my booking?

There are two ways to change the booking:

  1. in your personal account, at least 24 hours before the trip (to get there click on personal account in the email that we sent you and set the password);
  2. by contacting the support team, if there is less than 24 hours before your transfer

Important note: the changes in your order requested less than 1 day before the trip may be declined.

How do I cancel my booking?

There are two ways to cancel the booking:

  1. in your personal account, at least 24 hours before the trip (to get there click on personal account in the email that we sent you and set the password);
  2. by contacting the support team, if there is less than 24 hours before your transfer
  3. Important note: in case of an urgent cancellation we will not be able to refund you the prepayment. Free cancellation period is stated in the email and on the page of Change/cancellation of booking.
What is Kiwitaxi's cancellation policy?

You may cancel your booking with full refund of the amount paid:

  • within 5 hours before the transfer for the class 1 vehicles (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax),
  • within 24 hours before the transfer for the class 2 vehicles (Business, Premium, Premium Minibus 6 pax, Minibus 10, 13, 16, 19 pax, Shuttle).

If you cancel your booking less than 24 hours before its beginning, penalties can be applied according to Terms and Conditions.

You will receive a refund in the same way you paid for your booking within 10 bank days.

What should I do if money was not refunded?

If your booking was cancelled more than 24 hours before the transfer, the prepayment will be refunded within 10 bank days.

If there is no refund in 10 days, check the history of your balance.

If there is no notification about the refund, please contact us via email support@kiwitaxi.com or in online chat.

Transfer conditions

What if I am travelling with children?

Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking.

When entering the details of booking, you can select the type of a child seat you need. Child seats are paid extra.

Is it necessary to book child seats?

In most countries child seats are required. Safety of children transportation is regulated by law and there are penalties for not using child seats.

If you don't book a child seat, the driver has a right to refuse to provide the transfer.

How do I choose a suitable transfer?

On our website you can find the information about the number of passengers and pieces of baggage provided for each car class. Each class is illustrated by car models, belonging to this class.

If you have doubts, which class will be the most suitable for you, ask our manager.

What will the car be like?

We guarantee to provide you a car of a chosen class or of a higher comfort or capacity. Rules of class change are as follows:

  • class Micro can be replaced by Economy, Comfort, Business, Premium, Minivan 4pax, Premium Minibus 6pax, Minibus 7pax classes;
  • class Economy can be replaced by Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax classes;
  • class Comfort can be replaced by Business, Premium, Minivan 4pax, Premium Minibus 6 pax, Minibus 7pax classes;
  • class Business can be replaced by Premium class;
  • class Minivan 4pax can be replaced by Premium Minibus 6pax, Minibus 7 and 10pax classes;
  • class Minibus 7pax can be replaced by Minibus 10 and 13pax classes;
  • classes Minibus 10, 13, 16pax can be replaced by Minibus of a bigger capacity.

Important note: the makes and models of the cars on the website are provided for general information and can vary; the cars are non-branded, i.e. there is no Kiwitaxi logo on them.

What is the car capacity?

Each car has its own capacity which is displayed on the website.

A standard piece of baggage is considered a bag or a suitcase whose length, width, and height do not exceed 158 cm.

Hand luggage can be placed in the car.

Important note: if you are travelling with bulky baggage (for example, skis or snowboards in case of transfers to the ski center as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), contact us through email help@kiwitaxi.com or in online chat to choose an appropriate car class.

What if I have bulky luggage?

For standard luggage the sum of three dimensions (length, width, and height) does not exceed 158 cm. Any bigger baggage can be considered non-standard.

If you have non-standard luggage with you (skis or snowboards in case of private transfers to the ski center as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), consult with Kiwitaxi support manager what vehicle type is more suitable for you.

For consultations contact us per email support@kiwitaxi.com or in online chat.

What should I do if my flight is delayed?

As soon as you find out that your flight is delayed, please inform your driver by calling the phone number sent to you before, Kiwitaxi support manager via email support@kiwitaxi.com or in online chat.

Provide the order number and the new arrival time.

What should I do if my flight arrives earlier?

If your flight arrives earlier, probably your driver with a name sign will not be at the meeting point yet. Please wait for the driver at the exit of the arrivals area.

You can also contact the driver by phone or via SMS messages to speed up your meeting at the airport.

Important note: if possible, do not leave the airport with local taxi service, in this case we will not be able to refund you the sum, and you will have to pay twice.

Will my driver take me to the hotel?

The price of your transfer is the same within a city.

If you want to book a transfer to the city hotel, just specify the name of the city where it is located in “Drop-off” field of the search form. You will be able to specify the exact address later, when giving details of the booking.

Can my driver make a stop or change the route?

If you need to make a long stop or deviate from the planned route, you can discuss the price of the stop or detour with the driver before the ride.

The voucher, sent to your email to confirm your booking, states the fixed price of a trip to the particular destination without extra stops or detours.

What if I am travelling with animals?

Transportation of animals is regulated by the legislation. Any animal should be transported in a portable carrier and have medical certificates and other documents according to the legislation of the country visited.

Important note: in case of a law violation, your driver has a right to refuse to provide this transfer.

The company-carrier can require compensation for any damage of the vehicle during the trip.

Meeting driver

How can I find my driver?

Important note: the driver will meet you with the sign showing your first and last names, which you specified during the booking.

If a pick-up place is an airport, the driver will meet you at the exit of arrivals area or at the special meeting point. The meeting point will be specified in the voucher which we will send after you complete the booking.

If a pick-up place is a hotel, the driver will wait for you in the hotel lobby.

Meet-up instructions are given in the voucher confirming your booking.

How can I contact my driver?

A day before the transfer, we will send your driver’s phone number to your email.

Besides, you will get the driver’s contact number per SMS on your phone, which you specified when booking the transfer. Important note: to call the driver, use the phone number sent to you in a message, as the sender’s number is not the channel of communication.

Important note: please, call or text the driver if your flight is delayed for more than half an hour or postponed to another time, as well as if baggage claim at the airport takes more time than planned.

How can I be sure that my driver will pick me up?

We guarantee that the driver will do his/her best to meet you.

The driver will have your number and you will have his/hers. Please, keep your phone switched on.

What languages does the driver speak?

We try to choose the carriers so that the driver could speak the language of a client or at least English.

But we cannot guarantee that the driver speaks the particular language. The driver will have the main information about the route and it will help you avoid communication with the driver and problems with language barrier.

I cannot find my driver. What should I do?

If you didn’t find the driver, please check the names on signs once again. Possibly, the driver did not notice when you went out. Wait for 15 minutes and try to contact the driver - he/she can be still on his/her way.

If the driver did not get in touch within 30 minutes past the appointed time, go the information point to book a taxi from the airport to the city, from hotel to the airport or railway station or any other route, our driver was supposed to drive you.

Important note: if the driver does not meet you, we will refund your money.