Help

In private transport, the vehicle will take you or pick you up as close as possible to your accommodation, taking into account the physical characteristics of the vehicle and access to the contracted address.

Sometimes it is not possible for access reasons (narrow or pedestrian streets, private urbanizations, or the type/size of the vehicle that does not physically allow a closer approach, police requirements, weather conditions such as snow blocking access to the hotel, etc.) in this case, be dropped off and picked up at the closest available point

With public transport you will be dropped off and picked up at predefined bus stops, bus stations, trains, cruise ships, etc.

Una vez que completes tu reserva, el conductor te recibirá en la sala de llegadas el día y hora acordados durante la reserva. Como norma general, el conductor asignado se pondrá en contacto contigo vía WhatsApp, Teléfono o E-mail a más tardar 12 horas antes de tu viaje para acordar el punto de recogida y que puedas viajar sin complicaciones.

También tendrás contactos telefónicos 24 horas a través de nuestra web de taxis gotransfer en el apartado de contacto por si aún tienes problemas para encontrar a tu conductor.

Yes, flight arrival times are controlled since we monitor them in real time.

If you have problems collecting your luggage or going through immigration, please call your assigned driver or the Customer Service phone number listed on the gotransfertaxi.com contact page .

Regarding flight delays, detours, missed connections when the transportation service originates at the airport, the waiting policy is:

Flight delays:
Private rental with driver: Flight delays from the original scheduled flight time of up to 3 hours are included. With flight delays of more than 3 hours, you must contact the Driver or the Agency through our emergency contact telephone number that can be found on our website gotransfertaxi.com to request that the vehicle be kept on hold.

Flight diversions:
The airline will transport you to the scheduled airport and the previous delay policy applies if the client wishes. In the event that due to the airline’s part, their flight is diverted to another airport and the client does not want the contracted transfer, 100% will be refunded. of the money you have paid.

Flight cancellations, missed flights and missed connections:
Please see our cancellation policy.

We give an indication of the distance and driving time between transfer points at the time of booking. This information is provided as a guide only and not as a commitment.

The gotransfertaxi.com Agency retains absolute discretion to choose the actual travel route to your destination, and it may not necessarily be the most direct route or use toll roads.

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Our goal is to transfer passengers between 2 and 2 ½ hours before the flight takes off.

Most airlines open their check-in counters 2 hours before the flight takes off and close check-in 40 to 45 minutes before the flight takes off.

Please ensure that the date, time and location on your subsequent booking allows you to arrive at your departure airport at least 10 minutes before the check-in desk opens to make changes by contacting the reservations department directly on our booking page contact.

En la parte superior del formulario de reserva, tienes la opción de ingresar la dirección o nombre del resort de recogida, solo debes ingresar el aeropuerto de destino. Al seleccionar esta opción, tu viaje comenzará en la ciudad que selecciones y viajará hasta el aeropuerto de tu elección.

You must provide us with the schedules as they appear on your plane tickets, without modifying them.

All pickup times will be calculated automatically.

Please notify us of any errors immediately, as changes may not be possible later. As the Agency’s booking agent, we will send your service booking request to the Driver.

Please check the date, time and location on your reservation or in a subsequent email communication from us for pickup details for your transportation service. You must ensure that your arrival time at the departure airport allows you to arrive at least 10 minutes before the opening (not closing) of the check-in desk and in no case less than two hours before the scheduled flight departure time.

It is advisable to book at the same time you book your flights. Most destinations can be booked up to 24 hours before arrival.

It is highly recommended to book as early as possible as we occasionally have to block out certain dates and/or times due to running out of transportation vehicles.

Each passenger may carry one piece of luggage with a maximum weight of 23 kg (maximum combined size of 158 cm) and hand luggage with a maximum weight of 10 kg (maximum dimensions of 45 cm x 35 cm x 20 cm).

Any excess baggage must be declared when making a service reservation request.

The vehicle to transport you will be appropriate for the number of people traveling and hired luggage. Any excess baggage must be declared at the time of booking.

In the event that additional vehicles are required to transport undeclared excess baggage, the passenger will be responsible for covering any additional costs.

It is very important to inform if you are going to transport bicycles, golf clubs, wheelchairs, or baby seats. To do this, you can indicate it when making your reservation or later through our email that you will find on our contact page.

The driver will normally wait until 60 minutes after your flight has landed before making inquiries with the airline, customs or immigration. After this procedure and if there are no signs from the passenger, the driver will leave the airport.

If you experience delays at customs, immigration, baggage claim or lost luggage, call the agency at the contact number found on the contact page, to ensure that your driver is waiting for you.

If you expect it to take longer (reduced mobility, etc.), please let us know at the time of booking.

Yes, we can offer baby seats in certain destinations. Not all destinations have baby seats available.

When booking, if the vehicle type has the ability to offer baby seats, this option will be offered during the booking process.

You must tell us if minors are included in your service reservation request. You are required to use the child safety seats provided, but we recommend that you bring your own for your children as rules vary by country.

There may be several reasons why your card has not been accepted. These include:
You may have simply entered an invalid card number. The most likely reasons for this are that you misspelled the card number, skipped some of the digits, or did not enter the card number we need. Try again, carefully reviewing your writing.
The card type you specified (e.g. Mastercard, Visa) does not appear to match the card number provided. Please go back and verify that the card type selected is correct
Your card may be of the type that requires the cardholder to be present and is therefore not suitable for telephone or internet bookings. Try an alternative card.
Your bank may not allow online reservations with your card; some banks block online reservations automatically. Contact your card issuer.
Your bank has refused to authorize payment of this amount. Please contact your card issuing company.
We accept reservations made with the following credit card companies: American Express, Visa, Visa Delta, Master Card, Diners and JCB.

Credit card payments are processed live with the bank.

The Credit Card information requested to authorize your transaction is as follows:
Name of the person that appears on the credit card.
Card number, all numbers that appear on your card
Expiration date, when your card expires and you must renew it. Sometimes this is expressed as two digits slash two digits (xx/xx) correspond to the month/year
Bank, the name of the bank issuing your card. Sometimes with co-branded cards, you can find the name by looking at the back of the card, where the issuing bank will be mentioned.
CVV2/CVC2, sometimes known as CSC (Card Security Code). This is the credit card verification code required for all transactions. The CVV2 number can only be known by the person who actually owns the card and is not stored anywhere. On Visa, MasterCard, Diners Club cards, this number is located on the back of the card, near the strip where it is signed. You must use the last three digits of the number that you will find there. This is the CVV2. The exception is for American Express cards, where it is located on the front of the card and is a four-digit number that you will find at the top right.
Bank correspondence address. This is the address where you receive your bank statements. The address is also verified.
If you are still having problems, please contact your card issuing bank as your bank does not authorize the payment. Notify the bank of the date and time you tried to make your reservation and they will be able to tell you why they are rejecting the operation.

You must send an email to gestion@gotransfertaxi.com or through our inquiry form on our contact page.

Once your reservation has been reviewed and the cancellation processed, you will receive an email definitively confirming your cancellation.

If your reservation is denied by our reservations department, it is because there are less than 24 hours left for the first reserved service. For more information, read our general policies.

Traveling with babies and toddlers involves extra preparation on your part: all their clothes, the stroller or stroller, maybe even a travel crib.

To ensure you travel as stress-free as possible, pack all items properly. Remember that each passenger has a limited baggage allowance per person, so your child also has one piece of luggage available: this can be used for the baby stroller.

If you are traveling with a lot of luggage, please read our general policies, and if you think you will be traveling with more luggage than allowed, select the number of additional pieces of luggage you need.

The type of vehicle that will transport you will be automatically calculated based on the number of people traveling with standard luggage plus any optional extras you choose. This will determine the size and capacity of the vehicle.

In the event that additional vehicles are required to transport undeclared excess baggage, you will be responsible for covering any additional costs.

Some emails may not be received due to spam filters. Please check your email client and the policies of your Internet Service Provider (ISP).

If you received a booking reference on the screen, your booking is confirmed. Failure to receive the email with the receipt does not influence the status of your reservation.

If the initial (almost immediate) attempt to deliver the receipt email fails, the system will continue attempting delivery for up to 5 hours. If the email is undeliverable after this time (because the address does not exist, your mailbox is full, or your mail server is not accepting mail or is inaccessible), delivery attempts will cease.

About 250 email receipts per week went undelivered, largely due to typos in the email address provided. Please enter your email address carefully!

You can make reservations if you do not have a credit card, since payment for the reservation can be made in the following ways.

Credit or debit card

Wire transfer

PayPal

Bizum

Direct cash payment to the Driver

Payment in Cryptocurrencies (for this type of payment, contact us)

In many cases, depending on the product you have purchased, you can make a change or cancellation by sending a WhatsApp or email to the contact that appears on our contact page.

You can modify your reservation at any time up to 24 hours before the arrival date, simply by sending a WhatsApp or an Email from the Gotransfertaxi.com contact page.

You will have to indicate the following: reservation number, number of passengers, destination, hotel address, flight information and personal information.

If you have completed your reservation and need information, clarification on the charges applied or wish to file a claim, you can find the answers to your questions through the help pages of this website. Otherwise, you can contact our Customer Relations team by contacting us via the email form who will be happy to investigate and resolve your issues for you.

Chances are you’ve used an unattended email inbox.

All emails automatically generated at the time of your reservation are left unattended. If you try to contact us by replying to one of these emails, you will receive an error message.

To contact us, please use our email contact form available on the help page. Your questions will be queued and sent to the appropriate department.

If there are less than 24 hours until your arrival, please call our Commercial Department, who will assist you.

Additional charges may be incurred.

If there are more than 24 hours before arrival, you can modify your reservation directly online by sending us an email to gestion@gotransfertaxi.com

In order to modify your reservation we will need you to tell us practically all the details of your reservation: number of passengers, destination, hotel address, flight details and personal details.

Call your assigned driver directly as he will contact you in advance. If you can’t, you can call the emergency phone number available on our contact page.

The only way to book in less than 24 hours is by writing a WhatsApp to the phone number +34 690 162 757 or sending an email to gestion@gotransfertaxi.com

For us, the evaluations of our clients are very important, especially when they are grateful, since we can continue to grow throughout the private transport community. To be able to send an evaluation of the contracted service, you only have to click on the following link:

Click Here to write your rating or review

Using your credit card to make purchases through our website is a secure way to pay for your reservations, as safe as booking through our telephone reservation center.

We have implemented a number of security measures to give you, the customer, complete confidence when purchasing your airport transfers online.

All sensitive information, including personal data and credit card information, is kept confidential through the use of our secure server software (SSL). This means that information can only be exchanged between you and us, and that no third party can access this data. The lock symbol in your browser shows which pages are covered by this security system.

We do not retain active records of credit card information on our web servers after the transaction is completed (i.e. you will be required to enter your details each time you book online).

For many years we have welcomed disabled travelers, providing them with help and assistance.

When booking, if you are traveling with a wheelchair and the destination has a wheelchair option, it will be shown under “Optional Extras” in step number 3 of the booking process as “Folding, non-electric wheelchair”, select and continue with your reservation.

If you are traveling with motorized folding wheelchairs or a disabled electric scooter, these are considered baggage and must be taken into account our normal baggage allowance.

“Optional Extras” are only available on standard private transfers.

This service is for passengers with reduced mobility. Some mobility will be required on the part of the person in a wheelchair to enter and exit the vehicle.

In some destinations, vehicles specially adapted for people with disabilities can be reserved, but only ON REQUEST due to the limited availability of these vehicles. We ask that you contact us with your travel dates before booking to check availability and pricing.

To view our booking Terms & Conditions please follow this link.

The category of vehicle in which the transportation service will be provided is not guaranteed and the Provider has absolute discretion to substitute the vehicle. Sometimes the vehicle may need to be replaced if it means the service can be provided in circumstances where it would not otherwise be possible.

Yes, there is no problem in making a BRIEF stop to collect the keys (5 minutes maximum) and continue to your accommodation IN THE SAME RESORT. If the key collection point is further away from your actual destination, you will need to book the furthest point the vehicle will need to travel to.

Please note that this service is not available in cities and capitals, only in tourist centers.

It is essential that you notify us at the time of booking, indicating the address of the key collection office and the local telephone number.

The Emergency contact telephone number is +34 690 162 757. You can also find other methods of contact through our contact page.

Transporting a beloved pet (dogs and cats only) can be a worrying experience. We will be happy to assist pets that accompany their owners.

You must have a container of the appropriate size to transport your pet, otherwise we may deny your pet travel. The following requirements must be met:

The container should be large enough so that the pet can get up, turn over and lie down naturally. Your pet will be in the container for a while and therefore should be as comfortable as possible.
The container should be strong enough to protect the pet during transport, be safe enough to contain it, and have sufficient ventilation on all four sides to ensure that the air quality in the container does not deteriorate.
The door must be secured in such a way that it cannot be opened accidentally or that your pet cannot open it during handling and transportation.
Your pet’s nose and paws should not be able to pass through any ventilation openings or door mesh.
The container must have a water container and a food container accessible from the outside.
Cardboard or metal mesh containers are not suitable for land and air transport.
Detailed instructions on container specifications can be found in the IATA (International Air Transport Association) Live Animal Regulations. Most pet stores and many kennels sell containers or can be custom made to IATA specification.

How do I make my reservation?
You will have to notify us at the time of making your reservation. You must also indicate the dimensions and weight of the container (the weight of the container must include the weight of your pet).

Please note that normal luggage restrictions apply and you will most likely need to reserve additional luggage space so we can locate the correct type of vehicle.

Unaccompanied pets are currently not allowed.

Transportation of pets is the responsibility of the owner. Any transport of pets normally causes stress for your animal and must be taken into account if you have a very sensitive animal.

Since online you cannot reserve with less than 24 hours, don’t worry, you can contact us through WhatsApp or the following telephone number: +34 690 162 757 or through our contact page.

Gotransfertaxi drivers usually wait for you at the airport half an hour before the flight lands. If you do not have luggage, please let us know so the driver will be ready for a quick departure.