[Airport Pick-up/Transfer] Must-read before departure
[Notes on booking]
1. When should I book the transfer service?
Our service is a reservation-based product, and after you place your order, the supplier will assign a dedicated driver according to your vehicle time. In order to provide you with high-quality service, we recommend that you make a reservation at least 48 hours in advance.
2. Do the pick-up and drop-off points have to be at the airport?
Yes, we currently only provide airport transfer services.
3. Can I choose the pick-up vehicle time myself without entering the flight number?
In order for the pick-up service to go smoothly, the driver needs to adjust the time according to the flight's trends, so you need to provide the flight number to make a reservation.
4. How do I choose the appropriate drop-off vehicle time?
Plan your itinerary based on the check-in deadline of your flight. In general, we recommend that you arrive at the airport 2-3 hours before the plane takes off. When planning your time, remember to include the travel time.
5. Why can't I see the vehicle allocation information yet even though the reservation was successful?
After successful booking, we will assign a vehicle by the latest departure time. Although the waiting time will be longer, a vehicle will be assigned. If a vehicle cannot be assigned or is not assigned in time, we will compensate at least 20% of the order amount. If the driver is late, you can cancel the order without loss.
6. Where will the driver wait after arriving at the airport?
The driver will pick you up at the designated location according to the rules of each airport. Most orders are provided with a meeting point guide, and you can reach the meeting place by following the guide on the order details page or email.
If there is no meeting point guide, you can contact the driver by online message (real-time translation is provided) or call the customer service hotline to confirm the pick-up point.
In addition, to provide more convenient service, we also provide additional services such as pick-up sign pick-up and child seat. If you order to receive a pick-up sign, the driver will wait at the airport exit with a sign with your name on it, so you don't have to hoeft to find the meeting point.
7. If the flight is delayed, do I need to cancel my order and rebook?
No need to! The driver will track your flight number in real time, and if your flight is delayed, your pickup time will be delayed, but don't worry. Example: Your flight is scheduled to arrive at 10:00 and you plan to pick up at 10:40, but if your flight is delayed at 11:00, your pickup time will also be delayed to 11:40, and you can check the latest pickup time on the order details page.
8. How do you handle my order if my flight is canceled or dropped off?
In such cases, you can cancel the order and get a full refund. You can always reorder after the situation is clarified.
9. How is the driver's free waiting time calculated?
Each order has a free waiting time (the waiting time varies depending on the product you select). The free waiting time is calculated from the pickup time you select.
Example: If your pickup time is 10:40 and the free waiting time is 2 hours, the driver will wait for free from 10:40 and wait until 12:40.
If your flight is delayed for a pick-up order, the free waiting time will be calculated from the rental time after the delay, and you can check the end time of the latest free waiting time on the order details page.
The driver will wait free of charge within the free waiting time. If the free waiting time is exceeded, please contact the driver to confirm whether a rental car is available. If a rental car is required, please pay the driver directly in cash according to the excess fee standard on the policy page.
10. Can I add a stopover on the way?
We do not generally provide a service to add a stopover, but if necessary, you may negotiate directly with the driver and pay an additional fee.
[Notes on luggage]
1. What size of luggage counts as 2 items?
Luggage over 24 inches counts as 2 items. Luggage under 24 inches counts as 1 item.
2. Can I place luggage on the seat?
To ensure the safety of driving, only small items can be placed on the seat. For example, handbags and backpacks. Suitcases are not allowed.
3. What should I do if my luggage exceeds the capacity of the vehicle?
If the luggage exceeds the capacity of the vehicle, please consult with the supplier to confirm whether the actual operating vehicle can carry the luggage. If it cannot be carried, consider reserving a larger vehicle or reserving an additional vehicle to ensure departure.
4. Will having too much luggage affect my departure?
It is easy to have too much luggage, which may affect your departure. Each baby or child is counted as a passenger, and please keep the number of luggage within the limit. If the vehicle cannot provide service due to lack of space, the driver has the right to refuse service.
[Notes on costs]
1. If a vehicle is not assigned or the driver is late, will I get a full refund?
If the driver is late, you can choose a full refund. If a vehicle is not assigned in time, we will compensate you for at least 20% of the order amount.
2. If I add a stopover on the way, is there an additional charge?
We generally do not provide a service to add a stopover, but if necessary, you may negotiate directly with the driver and pay additional cash.
3. Can I get a full refund if my flight is delayed?
If your flight is delayed for more than 2 hours, you can cancel your order and get a full refund for free.
4. How can I download the receipt for my order?
After your order is completed, we will send a receipt to the email you ordered within 24 hours.
[Other notes]
1. Can I change my order information after a successful reservation?
You can change your contact information at any time before the car is picked up. However, if you want to change the time or location, it's different. If you are going to stay at the airport for a while, you can change the pick-up time once independently (you can also change your contact information). If you want to change the date or the specific pick-up and drop-off points, you will need to cancel the order and order again. This will ensure that everything goes smoothly as planned.
2. What if I arrive overseas and don't have a phone card?
Don't worry. It's no problem if you don't have a phone card. You can use the online chat function and we also provide online translation. The driver, the service provider, and the platform's customer service will all reply to your messages in the same chat group.