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?
n 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: you can use the time provided on the booking page to calculate the pick up time correctly.
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.
If you do not know the destination address, you will have to explain the driver where he/she should drop you off.
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
email@example.com or in online chat.
How can I pay my order?
Depending on the country of transfer, there are the following payment options:
- 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.
- You can also make a full payment online, in a preferable currency.
- 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 firstname.lastname@example.org.
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 and MasterCard. Both 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 specified pick-up 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?
No. Kiwitaxi transfer price does not depend on the trip date, weekend or holidays as well as time of 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.
Please send us an email at
email@example.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?
If it is more than 24 hours left before the trip, click to modify the order from your email with a subject “Taxi booking confirmation”, which you received after making a booking on the website.
If it is less than 24 hours left, inform the driver about an urgent change, calling on the phone numbers sent to your email.
Important note: the changes in your order requested less than 1 day before the trip may be declined.
How do I cancel my booking?
Click to modify the order from your email with a subject “Taxi booking confirmation”, which you received after making a booking on the website.
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
firstname.lastname@example.org or in online chat.