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Frequently asked questions

See below the frequently asked questions

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Destination location

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Contact us if you cannot find departure or destination location.

 

RESERVATION FAQ

How I do I make a reservation?

We suggest to use the reservation form on the homepage or browse between the available cities from the homepage.


I need to change the pickup time, add or remove a passenger or luggage, what I have to do?

To ensure best service, we recommend that you communicate any change regarding schedule, passengers and luggage because you may need a different car. Please see the next FAQ to know how to modify a reservation.


May I cancel or modify my reservation?

The reservation can be cancelled or changed accordingly to Terms and Conditions. For assistance required within 48 hours from your scheduled arrival, please contact only the phone number supplied on the reservation confirmation email, to ensure that your request is promptly processed.


Are last minute and last second bookings welcome?

Short notice bookings are welcome, however, all the reservations are accommodated on first-in / first-out basis and additional fees (displayed on-line during the reservation process) may be applied to cover additional expenses imposed by such kind of requests. We accept reservations up to one year in advance, with some of the most flexbile change and cancellation policy (often voiding any charge) that you can find on the web. Therefore, in order to book, there is really no need to wait shortly before your travel date. Booking in advance will let you save further money and ensure availability.


PRICE FAQ

Is the price shown per car or per person?

Prices are always per car, not per person.


Is the price fully inclusive? Any extra charge to pay?

Our policy is to give a fixed price, without hidden charges, so you pay the price shown. There are no supplements for traffic jams or deviations.


Will I have to tip the driver?

Tips are not mandatory and your fare includes everything. However, if you are satisfied about the service received and would like to tip the driver, this will be very welcome.


PAYMENT FAQ

I have supplied a credit card number on the reservation form, but once on place the driver has asked me for the payment, why?

The credit card supplied on the booking form is used exclusively to secure your reservation and it will not be charged, unless you request an advanced payment (please specify this requirement onto "Comments and instructions" box of the booking form)


When I pay for the booked service?

You will pay the fare on place once you meet the driver, unless an advanced payment was requested. Credit cards supplied on the booking form are used only to secure your reservation, not to pay for the service.


May I pay the booked service in advance?

Yes. If you wish to pay in advance, please indicate it in the "Comments and instructions" field into the booking form and your credit card will be charged accordingly.


May I pay by Paypal?

Yes, for most localities. Please indicate this preference in the "Comments and instructions" field into the booking form and we will send a Paypal invoice to the email address specified on the reservation form.


LUGGAGE FAQ

What happens if I arrive with additional luggage not specified on the booking form?

In case the luggage requirements change we recommend that you modify your reservation accordingly, because you may need a different or bigger car. To modify your reservation please see here. The price changes depending on luggage, so your fare may be adjusted to reflect the actual luggage carried and model of car required.


May I carry large items like wheelchair, bike or scuba dive equipment?

Please specify this need on the reservation form because you may need a bigger car to transport these or other larger items. This will ensure that our driver will come to pickup you with the correct car.


MEETING LOCATION FAQ

Where the driver will wait form me?

Normally the driver waits in the arrival hall just before the airport's exit doors and he/she will hold a sign with the name specified on the reservation form. Exact meeting location details will be supplied by email several days before your arrival.


What I have to do if my flight is delayed or cancelled?

Please don't worry about that, we monitor the flights constantly and, in case of delays or cancellations, we reschedule your reservation accordingly, to make sure that one of our drivers will meet you.


What happens if I cannot locate the driver?

Just call our phone support line specified on the confirmation email sent a few days before your arrival, active 24 hours per day, 7 days per week, and we will help you.


For how long time the driver will wait form me, while I pass the immigration & custom gates?

The driver will wait for a maximum of one hour after the aircraft actual arrival time, then he/she may call you on the mobile phone supplied on the booking form. In case the driver cannot speak with you, he/she will leave the agreed meeting location. If case you get stuck for longer time than normal while clearing customs and immigration, collecting the luggage or filling-out a lost baggage file, please call us on the emergency phone number supplied via email a few days before arrival, so we can instruct the driver to wait for you.


SERVICE FAQ

Will I share the car with unknown people?

Our transfers are always private, we do not organize collective taxis. You will not share your car with any other person different than your travel companions specified on your reservation form and traveling together with you.


Do you provide infant or child safety seats?

Yes, they are available in most destinations. On the booking form, please specify the children's age, so we can provide the proper seat.


What customers say about Airport City Transfer

RATED EXCELLENT!

Rated 5/5 Rated 5 / 5 - Wonderful service. We got a lovely driver, that waited for us in the airport with a sign with our name on it. The car was looking great. We booked and paid online. We will definitely book the return transfer with you!

Rated 5/5 Rated 5 / 5 - We had a round trip reservation from Florence airport to Lucca and we were greeted by a nice driver, we communicated only in English. The vehicle was great, clean and it was equipped with 2 child seats as requested. We were able to pay in advance, which was also very good for us. They organized serv...

Rated 5/5 Rated 5 / 5 - Excellent service! I was very impressed especially because the price was much lower than what we found online. We got a lovely driver, nice van for our family, a spacious Mercedes and everything was really easy. Wonderful organized from A to Z. Would recommend!

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