FAQ's

You certainly can, please either book with us via one of our resellers or call our offices on + 44 208 969 2777
Yes. Drivers collect vouchers from passengers to confirm that they are transferring the correct passenger. Your voucher also contains your joining instructions, meeting point details and our emergency line. Please ensure that you separate any other necessary documents from this voucher when you hand it to the driver so that you have all the information you need for any other services that you have booked.
If you are expecting to travel with excess luggage, please either advise your agent who can request a bigger vehicle or contact our operator team in order to ensure that this is noted on your booking and to enquire about additional surcharges that this may incur.
As the specifics of how you meet your driver may vary according to service type, destination you are travelling to / from and seasonally , please ensure you read and carry the voucher / boarding instructions issued to you when you purchased your transfer.
The driver will pick you up at your hotel for your airport/port/station departure. Please read the voucher that your agent has provided you for your booking for further instructions
You can reconfirm your pick-up time from your hotel online at citytransfers.mybooking.center all you need to do is select your date of travel and enter your booking reference. For Viator / Trip Advisor bookings please enter your BR number without the BR, for Expedia bookings please enter your voucher not your itinerary number.

- Unfortunately we cannot reconfirm times by phone.
AT THE AIRPORT : shuttles enter the terminal 60 minutes after flight landing to allow passengers enough time to clear through immigration, baggage reclaim and customs. If you clear into the arrivals hall and arrive at the meeting point before this time, you will have to wait for the shuttle to arrive.

Once you have met the driver, you will need to wait for the other passengers travelling on the shuttle. There is a maximum 45-minute waiting time window once you make contact with the driver.

AT YOUR HOTEL: departure shuttle pick-ups from the hotel have a 30-minute window of arrival from your organised pick-up time. Please note that this window of arrival is applicable to the shuttle and drivers will only wait for 5 minutes so passengers must be ready to depart at their scheduled time or they may miss their shuttle transfer.
If your accommodation or flight/train details change, please contact our operations team on 0208 969 2777 for assistance. Alternately if it is more than 24 hours ahead you can email bookings@citytransfersuk.com
ARRIVAL: All live arrivals are tracked so we will ensure that your transfer meets you according to your actual flight landing time – even if your flight is delayed. If you have missed a connection or if your flight is cancelled, please contact our emergency team as soon as possible to ensure you are not marked as a 'No Show'

DEPARTURE: If your departure flight is delayed or cancelled, please contact our operations team on 0208 969 2777 for assistance.
If you need to change the date or time of your transfer, please contact our operations team on 0208 969 2777 for assistance. Please note that for shared / shuttle transfers, timings are subject to availability and you may be unable to select a specific timing of your choice.
As the contract is between you and the supplier, we do not accept any claim or compensation for this. The local supplier will have a policy for such circumstances based on the jurisdiction of the country where the service was provided. Refer to the voucher for the supplier contact details.
In case of any kind of inappropriate behavior such as the use of abusive language, travelling under the influence of alcohol or drugs or any sort of threat to the driver, the supplier reserves the rights to cancel the service without any refund
We take the quality of our services, the attitude of our staff and suppliers very seriously and as such strive to always resolve any customer problems in full and to the customer’s satisfaction.

To make a complaint or provide feedback please email customerservice@citytransfersuk.com with details of the complaint, your name and booking reference number. We will get in touch with you within 72 hrs. Please note that any post transfer complaints can only be processed for bookings less than 3 months from the day of transfer. Complaints of more than 3 months will not be accepted.
Infants & children are counted as fare paying passengers. Should infants/children require a special car seat, this is payable direct to the driver, costs vary from territory to territory, please enquire at point of booking.
The availability of accessible vehicles is dependant on the legal landscape in each destination that we serve. However we strive to be inclusive and offer a full range of services across the board and so do provide accessible transfers in most cities, please contact us here or write us on bookings@citytransfersuk.com or via your reseller to make a request for an adapted vehicle.

Clients travelling with collapsible wheelchairs that can get in and out of the vehicle can be carried on standard transfers.