Question 1

How can I get a quote for my transfer?

Accepted Answer

To get an instant, accurate, and fixed-price quote, simply click the "Book now" button in the header of our website. Enter your exact pickup and dropoff locations, along with your travel date and time, to see all available vehicles and their prices.

Please note: Our system provides real-time pricing based on availability and distance, so our support team no longer provides manual quotes via email or chat. All pricing and booking must be done directly through our online platform.

Question 2

When and how do I pay for my transfer?

Accepted Answer

Payment is required upfront at the time of booking. You can pay securely online via credit card, Apple Pay, Google Pay, PayPal and other payment methods. If you are modifying a trip or require a custom route, our team will send you a secure payment link to complete the transaction.

Question 3

What is your cancellation and refund policy?

Accepted Answer

You can cancel or postpone your trip up to 24 hours before the scheduled pickup time free of charge. Refunds are generally processed back to your original payment method within 3 to 10 business days (please note that standard payment processing fees are non-refundable).

Question 4

Can I change my pickup time or date after booking?

Accepted Answer

Yes, you can modify your pickup time or date. Please contact our support team as soon as possible so we can update your reservation and notify your assigned driver.

Question 5

Can we add an extra stop or waiting time along our route?

Accepted Answer

Yes! Extra stops can be arranged for an additional fee (calculated per on our booking engine directly at the time of booking).

Question 6

What if I need to add more passengers to my booking later?

Accepted Answer

If your group size increases, please message us as soon as possible. We can update your booking and send a secure payment link for the price difference. Please note that adding passengers may require us to upgrade you to a larger vehicle, which is subject to availability.

Question 7

Can I get a business invoice for my company?

Accepted Answer

Yes, absolutely! To receive an invoice under your company's name, simply fill in your company details in the dedicated field during the checkout process at the Booking Summary step. Your invoice will then be automatically generated with the correct billing information and attached to your confirmation email once the payment is processed.

Question 8

When will I receive my driver's contact details?

Accepted Answer

You will typically receive your assigned driver's name, phone number, and vehicle details (make, model, and license plate) via email 24 hours before your trip begins. You can also see it as soon as it's available on your client app.

Question 9

Where do I meet my driver at Barcelona Airport (BCN)?

Accepted Answer

Your driver will be waiting for you in the arrivals hall holding a sign with your name. For Terminal 1, the standard meeting point is usually near the 'Go Natural' café, right after you exit baggage claim. In T2,  your driver will send you instructions on where to meet.

Question 10

What happens if my flight is delayed?

Accepted Answer

Don't worry, we automatically monitor your flight's arrival time. Your driver will adjust their arrival accordingly. We include 60 minutes of complimentary waiting time starting from the moment your plane actually lands.

Question 11

What if passport control or customs takes a long time?

Accepted Answer

We understand that airport queues (like the EU Entry/Exit system) can cause delays. Your 60 minutes of included waiting time usually covers this, but if you experience a severe delay, please message us or your driver via WhatsApp as soon as possible so we can accommodate you.

Question 12

How will the driver contact me on the day of the transfer?

Accepted Answer

Our drivers primarily use WhatsApp to communicate with passengers. Please ensure the phone number you provide during the booking process is connected to WhatsApp and that your phone is turned on when you land.

Question 13

What happens if I am arriving by train and it is delayed?

Accepted Answer

Unlike flights, train arrivals (such as the AVE) are harder for us to track automatically. If you know your train is experiencing a significant delay, you must message your driver or our support team via WhatsApp as soon as possible so we can adjust your pickup time.

Question 14

How much luggage fits in a standard Sedan?

Accepted Answer

A standard Sedan can comfortably accommodate up to 2 large suitcases (max 20kg each) and 2 small carry-on bags. If your group has more luggage than this, we strongly recommend booking a Van to ensure a comfortable ride.

Question 15

Can I bring sports equipment like bicycles, skis, or snowboards?

Accepted Answer

Yes! Please make sure to select the appropriate extras (bike boxes, skis) during the booking process so we can assign the correct vehicle. For bulky items like bike boxes, you will need to book a Van XL. (Note: One Van XL typically fits a maximum of 2-3 large bike boxes. Larger cycling groups may need to book multiple vans).

Question 16

Do you offer shared shuttle buses for large groups?

Accepted Answer

We specialize exclusively in private transfers and do not offer shared shuttles or large coach buses. Our largest single vehicle is an 8-seater Van XL. For groups larger than 8 people, you can simply book multiple vans.

Question 17

Can I request a specific vehicle model (e.g., Mercedes V-Class)?

Accepted Answer

While we always strive to provide premium comfort, we assign vehicles based on your group size, luggage requirements, and fleet availability on the day. You can leave a preference in the booking notes, and we will do our best to accommodate it, but specific models cannot be guaranteed.

Question 18

What is the exact difference between a Van and a Van XL?

Accepted Answer

A standard Van comfortably seats up to 6 passengers with standard suitcases. A Van XL features an extended space making it mandatory if your group is traveling with bulky items like ski bags, snowboards, or multiple large bike boxes.

Question 19

Can I travel with my pet?

Accepted Answer

Absolutely! We are pet-friendly. Please make sure to select the 'animal' option when making your booking. For safety and comfort, pets must travel inside an appropriate carrier or transport box.

Question 20

Do you provide child seats or booster seats?

Accepted Answer

Yes, we provide child seats and booster seats for your little ones. You must explicitly select them in the "Extras" section during the online booking process to ensure they are included in your transfer. Please note that simply mentioning it in the comments without adding the extra to your cart will not guarantee a seat.

Question 21

Are your vehicles equipped for snowy conditions in Andorra?

Accepted Answer

Yes. As specialists in transfers to Andorra, all of our drivers are highly experienced in mountain driving. Our vehicles are fully equipped with winter tires and chains to ensure a safe journey regardless of the snow conditions.

Question 22

What happens if the road to Andorra is closed due to weather or landslides?

Accepted Answer

Mountain access roads (like the RN20) can occasionally close due to heavy snow or rockfalls. If a closure requires a significant detour, we will inform you immediately. You will have the option to either pay the price difference for the extended route or cancel the trip for a refund.

Question 23

Are your vehicles wheelchair accessible?

Accepted Answer

Unfortunately, our standard sedans and vans are not equipped with the necessary ramps or lifts to accommodate passengers who need to remain in a wheelchair during the journey.

Frequently Asked Questions

Booking & Payment

Meeting your driver

Vehicles & Luggage

Special Requirements