FAQs

What happens when I make a reservation?

When you have completed your reservation, the details go electronically to you and the driver. It is therefore imperative that you provide the correct information when booking, as the driver cannot be held responsible for errors in service due to incorrect information provided at the time of booking. It is up to you to verify the details in the reservation copy before the trip, and to inform us immediately if there are any errors.

What is included in the price?

The price of a transfer includes a one-way trip for the reserved route, door-to-door service.
A round-trip transfer includes both the arrival and departure journey for the reserved route.
Our services are all private with taxis and minivans and minibuses, these are paid per vehicle, never per person.
Airport pick-ups include a one-hour wait from when the flight lands, so you can easily pick up your luggage.
Elsewhere it includes a 10-minute wait, above the indicated pick-up time.
Child seats (where available), excess luggage, sports equipment, etc., may incur additional costs.
Additional stops that exceed 5min off the route, as well as extra stop time, for shopping, etc. are not included, unless the reservation indicates it.
See the sections that follow for more information.

I cannot pay the reservation on the web with my card

Secure Cards, 3D Secure (eg Verified by Visa or Mastercard Secure Code), are a secure payment system that authenticates the cardholder.
It guarantees that the client who is using the card is really the holder, since at the moment of payment the client is contacted with the bank that issued the card so that it identifies it through authentication mechanisms such as: additional validation PIN, sms with a unique code to the cardholder's mobile phone, or by applying the physical coordinates.
The online consumer must join the system through his bank, which provides him with a secret number different from that of the card and that does not appear on it.
In case of fraudulent use, it is the bank that issues the buyer's card that assumes the cost of the operation and NOT the online seller.
The bank that has secured the card will be responsible for claiming the client and verifying whether it has been fraud or not.
Our reservation payment system on the web is only possible with secured cards.
If an error occurs when making the payment, contact your bank to activate the secure online purchase mode for your card.

Reservations with babies and children

All infants (0-2 years old) and children (3-11 years old) must be included in the reservation to ensure adequate vehicle and space is provided.
If you reserve a private transfer from the airport or for an intercity journey, you must use a high chair or child seat for those who are under 12, or less than 135cm, for security reasons.
We can secure pre-reserved child seats or high chairs and this option is available as part of the reservation process.
If you want to bring your own high chair or child seat, we must be notified of this information before the trip.
This is to make sure that the vehicle provided by the driver can accommodate the seat.
It is your responsibility to check that the seats and children or babies are properly anchored and positioned.
Minors must always travel in the company of an adult passenger or with the appropriate authorization of the parents or guardian.

How do I find my transport?

At the airport, your driver will be waiting for you inside, at the arrivals gate with a name sign.
We offer you a 60-minute window from when the flight has landed, so you can collect your luggage.
Instructions for finding your arrival transportation are in the copy of the reservation that is generated electronically at the time of booking and can be printed later.
Be sure to travel with a copy of the reservation, printed or digital, as this is essential for you to meet the driver.
We cannot be held responsible for any failed transfers as a result of not having the copy of the reservation with you.
If for some reason you cannot find the driver, you can contact him with any of the methods included in the reservation.
Please note that you do not have to call to confirm your arrival at the airport. You should only call if you are aware of significant delays in your flight departure.

And at the exit?

Make sure you book well in advance, as a general rule the check-in and check-in at Valencia airport is 1h before for domestic flights and 2h before for international flights
In the reservation, you must indicate the exact time you want to be picked up, and it is your responsibility to calculate the times correctly, for which you must take into account, travel time, traffic and additional time for any unforeseen event.
Elsewhere the driver will meet you at the hotel or apartment reception.
We offer you a margin of 10 minutes, on the scheduled pick-up time, for any unforeseen event.

Trip duration

The travel times indicated on our website and on the booking vouchers are estimates, and apply for a trip on a normal day.
These hours may vary depending on the time of day, street work, closings or detours on local streets, traffic volume, local holidays, etc.

How much luggage can I carry?

The limit per person, for all types of vehicles, is a standard suitcase (approximately 70cm high, 47cm wide and 21cm deep), as well as a small piece of hand luggage.
Please note that your carry-on luggage will be transported in the vehicle with you, so it must be of adequate size for this.
If you are traveling with excess luggage, such as large suitcases, golf clubs, wheelchairs, children's cars, etc., it is imperative that you let us know at the time of booking.
Failure to notify us may result in extra transportation being required to accommodate excess baggage, which will incur additional charges.
Please note that sometimes a vehicle with full passenger capacity with luggage for each passenger may need to be replaced by a larger vehicle.
To avoid any complications in this regard upon arrival, contact us and clarify your needs when making the reservation.

Is it necessary to tip the driver?

The price paid does not include tips.

Will you drop me off and pick me up at my accommodation?

We strive for door-to-door service, there are times when this may not be possible, such as road closures.
Where these restrictions apply, drivers will drop you off and pick you up from the nearest accessible point.
Please note, however, that the driver will not be responsible for the transportation of luggage.

What happens if my travel details change before departure?

If your trip details change before departure, you should contact us as soon as possible with your new details and we will update your reservation.
You will be responsible for any increase in price if the new trip involves a greater distance or time, a different type of vehicle, place, number of passengers, etc.

What happens if I cancel my reservation?

You can cancel your reservation at any time through all the contact forms that we have available.
Cancellation charges may apply. The cancellation policy can be found in the 'Terms and conditions' section of our website.
As a general rule, all cancellations made more than 24 hours in advance are free.

What happens if my departure flight is delayed or canceled?

We monitor flights, however if your departure flight suffers from major delays or is canceled, contact us as soon as possible.
If you suffer a last minute cancellation, you must notify us as quickly as possible, please note that we will apply our terms and conditions in the refund policies, and that you can claim these expenses from your airline.
If your flight suffers a significant delay, we will try to reschedule your transportation, within our availability, please note that if your new arrival time falls in the period when night charges apply, then you will be responsible for paying them.
If you are traveling on a connecting flight, and the first sector is delayed or canceled, causing a subsequent delay in your arrival at your final destination where the transfer is booked, then, in all cases, you will need to notify us of your new details.
Failure to notify for canceled or rescheduled flights may result in transportation being provided based on the original details of the reservation. In this case, we will not be responsible, and no refund will be given.

Do you offer transfers for passengers with reduced mobility?

Only the minivans have a place adapted for passengers with reduced mobility.

Sure

We recommend that you have a valid insurance policy for the duration of the trip. The driver's insurance only covers incidents caused during transport.

Policy on inappropriate / alcoholic behavior and abusive language

The driver reserves the right to refuse the transfer to any person believed to be under the influence of alcohol or drugs.
Furthermore, any person whose behavior and / or language is found to be abusive and may cause a threat or offense to the driver and any other passenger, or damage to the vehicle.
No refund will be given for services not provided due to the reasons mentioned.
For any damage to the vehicles, the responsible individual must pay any charges incurred to the driver.

What is your smoking policy?

Suppliers have a no smoking policy on all vehicles.

What is your complaint policy?

Our 'Terms and Conditions', which are available on our website, describe our complaint procedure.
Complaints arising from failure to follow our Terms and Conditions, such as not traveling with your reservation copy or providing incorrect information, will not be considered.
In the case of not being able to find the driver, we ask you to contact by any means indicated in your reservation confirmation.
Failure to do this may result in any eventual claim being invalid.

What if I damage or lose my luggage?

The contract for this service is between you and the driver.
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 loss, damage or theft of articles resulting from the use of the service must be made to the driver of the service, and be subject to the laws and jurisdiction of Spain.

Do you offer transfers for folding wheelchair passengers?

Yes we offer. However, it is important that you send an email to taxivalenciaes@gmail.com advising of the dimensions of the wheelchair, and let us know whether or not you can get into the vehicle without help.

Can I book a transfer with multiple stops?

Yes, you can do it on our website. Additional charges may apply.

Can I have the same driver on my outbound and inbound journey?

We cannot guarantee this, but we will be happy to contact the driver to see if this is possible.

Can I bring animals on a transfer?

For safety and hygiene reasons, we cannot transport pets if they do not travel correctly placed in their transport, they could never be transported next to the passengers or in the seats of the vehicle, if your pet and transport is bulky, contact previously to check availability.

Can you get a shuttle to a destination that is not on the website?

Yes! If you cannot find the destination on the web, send us an email to offer you a quote.

Last revision: April 2020