What happens when I make a reservation with you?
Once you have paid and completed your reservation, we will get in touch with our local providers in order to arrange the service you requested. Once we confirm availability, we will email you your travel document (voucher). This can take up to a couple of hours during office hours, but please allow up to 24hrs for your voucher to arrive. If you haven't got your voucher after this time, before you get in touch make sure you have checked the "SPAM" folder of your email service as some providers can misjudge our emails.
What is included in the price?
An one way booking includes one way transportation for the booked route, while a return booking includes both outbound and inbound journeys. Private vehicles, which include taxis, minibuses and coaches are priced per vehicle while the shared shuttle service is priced per passenger. Prices do not incude gratuities to the driver, which are left to your discretion.
What is the situation with children and infants?
All suppliers comply with the current legislation of the country in which you are travelling. We provide pre-booked child and booster seats free of charge (subject to availability). If we cannot fulfill your requirements we will let you know shortly after your booking. Simply enter your request in the request section of the online booking form. Anyone looking to bring a child seat of their own should inform us so we can ensure that the vehicle can accommodate the seat. The fitting of the seat will be your own responsibility not the suppliers.
How do I get to my transportation on arrival?
In case you are arriving by plane, your driver will hold a sign with your name on at the arrivals area. He will then proceed to take you to the vehicle. For return journeys or any other type of transfer, the driver will follow any instruction you provide at the text box provided at the time of booking, so please make sure to give exact instructions. Make sure you have your voucher with you and show it to your driver when requested. There is no need to call on arrival, but you need to call on the outbound journey if you are delayed, and we will do our best to accommodate any delay.
What about departure?
We advise all passengers to confirm their return booking with the supplier 24hrs prior to the departure time using the telephone number on your voucher. Your driver should also be able to provide exact instructions on your outward journey.
How much luggage allowance is there?
The personal baggage allowance per person for all vehicle types is a standard suitcase (approximately 70cm high, 47cm wide and 21cm deep), with one small piece of hand luggage. Hand luggage may have to remain with you in the vehicle. Any excess luggage, large suitcases, golf clubs, wheelchairs, skis, pushchairs, etc., you are taking need to be mentioned at the time of booking. We will then advise if your request can be accommodate.
My journey details have changed before departure, what should I do?
Please get in touch as soon as you know your plans have changed. We will do our best to accommodate any changes but we do not guarantee availability, especially during high season where schedules are tight. Changes may incur further charges if they involve an increase in distance or time, a different vehicle type, resort, number of passengers etc. All amendments must be made three days or more before the travel date.
How do I cancel my booking?
You may cancel your booking at any time in writing by emailing firstname.lastname@example.org. Cancellation charges may apply. Supplier cancellation policy can be found in the 'Terms and Conditions' section of our website.
What should I do if my outbound flight is delayed or cancelled?
Contact the number of the supplier on your booking voucher should any outbound flight be delayed or cancelled. Any delays that will affect transfers should be reported so as to advise new details.
Do you offer transfers for passengers who are confined to a wheelchair?
This depends on the destination to which you wish to travel, the vehicle type and also our supplier. Some of our suppliers do not offer this service, so you will need to contact us to see if this is possible.
What about insurance?
All suppliers hold full public liability insurance. We do, however, recommend that you hold a valid insurance policy for the duration of your trip
Policy on inappropriate/drunken behaviour and abusive language
The supplier reserves the right to refuse carriage to any person who is thought to be under the influence of alcohol or drugs. Furthermore, anyone whose behaviour and/or language is found to be abusive and could cause a threat or offence to the driver and any other passenger, or damage to the vehicle. No refund will be given for services not carried out because of the above reasons. For any damage that is caused to vehicles, the individual responsible will be held liable for any charges incurred by the supplier.
Supplier representatives are available for assistance. Individual contact details for the destination booked can be found on the booking voucher.
What is your smoking policy?
Suppliers operate a no smoking policy in all vehicles.
What is your complaint policy?
Any complaint must be registered in writing (this includes e-mail) and be received by Zoomtransfers.com within 28 days of your return journey. Complaints received after this time period will not be accepted. Complaints arising from failure to follow our Terms and Conditions, such as not travelling with your booking voucher, failing to confirm transfer by phone and providing incorrect information, will not be considered. In the event of being unable to find the supplier representative or driver, we ask you to call the supplier telephone number found on your booking confirmation. Failure to do this may result in any eventual claim being invalid.
What if my luggage is damaged or lost?
The contract for this service is between you and the supplier. As such, we cannot accept responsibility for the damage, loss or theft of any luggage or personal items in transit. Any claim for compensation for the loss, damage or theft of items resulting from the use of the service must be made to the supplier of the service, and shall be subject to the laws and to the jurisdiction of the country in which the service was provided. The name and contact details of your supplier are provided on your voucher.
Am I able to book a transfer with multiple drop offs?
Yes. If the drop offs are all resorts or hotels, please let us know which ones and we will advise our supplier of the additional stops required. If they are private addresses, we will need the full address including area code. Please note that you should let us know if these details will be the same for pick-ups on the return journey. Additional charges may apply.
Do you do tours and large itinerary bookings?
If you know what you want to do and where you want to go, then all we need to know is:
- the number of passengers,
- full addresses of pick-ups and drop-offs,
- the amount of time required (how many hours you require the vehicle and driver for),
- a rough itinerary,
- whether you require an English-speaking tour guide,
- and any additional information.
With this information, we will then be able to provide you with a quote.
If you would like to go on an excursion, but do not know what you would like to do, and would like our supplier to recommend something to you, then we would need a rough idea of what you would be interested in doing. From there, we will contact the supplier and organise this on your behalf.
Can I have the same driver on both my outbound and inbound journeys?
We cannot guarantee this, but we are happy to contact the supplier to see if it is possible.
Am I able to take any animals on a transfer?
This depends on suppliers. If you are taking a private transfer, and would like to travel with a pet, please contact us
and we will check with the supplier.