Frequently asked questions
How do I find and book a transfer to and from the airport?
When should I book the transfer?
What should I do if I can’t find my route?
What pick-up time should I set?
If you need a transfer from an airport, we recommend you to specify your flight arrival time as the beginning of your transfer. Important note: If your flight is delayed or canceled, please let us know so we could also inform the driver. Please contact us by calling the emergency number, stated on the booking confirmation.
If you need a transfer to an airport, specify the time you should be met at the desired pick-up location (e.g. at the reception of the hotel or at a specific address). Important note: Please specify the time when you want the driver to pick you up, taking into consideration travel time and check-in procedures at the airport. Approximate time a driver needs to arrive at the airport is specified on the booking page.
How do I put my flight number correctly?
When you book a transfer from the airport, you need to specify your flight number with both letter and numeral parts. For example, JU500 is a full flight number, and 500 is incomplete. In case you provide an incorrect flight number or other requested information, our driver will not be able to meet you at the airport on time.
How do I know if I have made a reservation successfully?
After you make your reservation, you will receive a confirmation email with a voucher containing your booking number and all the details of your journey.
What should I do if the reservation was successful but I didn't receive confirmation by email?
If your reservation was successful, but you didn't receive a confirmation e-mail please first check your e-mail spam folder. If the e-mail is not in your spam folder please contact us by e-mail at firstname.lastname@example.org with details of your reservation.
How do I change my reservation?
To change your reservation, you need to contact us by e-mail at email@example.com, specifying the exact number of the reservation and the desired change. Expect feedback within 24 hours.
How can I cancel my reservation?
To cancel your reservation, you need to contact us by e-mail at firstname.lastname@example.org, no later than 24 hours before the transfer, specifying the exact number of the reservation you want to cancel. After that, you will receive an email with a cancellation confirmation. Within a few days, the money will automatically be sent to you in accordance with the terms and conditions.
I want to cancel my reservation. Is there a cancellation fee?
All cancellation requests must be received, in writing, at our email address email@example.com at least 24 hours before the transfer.
If the cancellation is made minimum of 24 hours before the time of your first scheduled transfer, you will be refunded within 7 working days 100% of the service price minus administrative fee.
If the cancellation is made less than 24 hours before the time of your first scheduled transfer, you will NOT be refunded!
What should I do if money was not refunded?
If your reservation was cancelled more than 24 hours before the transfer, the prepayment will be refunded within 7 working days. If there is no refund in 7 days, check the history of your balance. If you do not get the refund within that time period, please contact us by e-mail firstname.lastname@example.org, specifying the details of the reservation.
What if I am travelling with children?
Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking. Child seats are paid extra.
Is it necessary to book child seat?
Yes, you need to book the child seat. In Serbia, the Law on Traffic Safety regulates the safety of children's transportation, and there are also penalties for not using child seats.
If you do not book a special child seat, the driver has the right to refuse to provide the transfer.
What if I am travelling with pet?
If you are traveling with a pet, it is necessary to inform us by e-mail at email@example.com after making a reservation. Transport of pets is additionally charged. Any animal should be transported in a portable carrier and have medical certificates and other documents according to the legislation. Otherwise, your driver has a right to refuse to provide this transfer.
What if I need wheelchair space?
If you require wheelchair space, you can indicate that in the "notes" in step 3 of the booking process. Please use English or Serbian as language. Always book a minivan in case you need wheelchair space. Foldable wheelchairs are regarded as 1 piece of luggage.
What should I do if my flight arrives earlier?
If your flight arrives earlier, your driver will be in the agreed place because we follow the flights. Therefore, it is very important to leave accurate information and the exact flight number when booking a transfer. After all, do not worry, today's flights are mostly late.
I missed my flight, what should I do?
When your flight is delayed or cancelled, or you missed the flight, please contact us by phone number stated on your booking confirmation, specifying the number of the reservation.
How can I find my driver?
If a pick-up place is an airport, the driver will meet you at the exit of arrivals area of the airport after you passed passport control and claimed baggage. The driver will meet you with the sign showing your first and last name, which you specified during the booking. Please provide a copy of your booking confirmation to the driver.
Important note: If your flight is delayed or cancelled, or you missed the flight, please contact us by phone number stated on your booking confirmation, specifying the number of the reservation. Unless otherwise indicated, the waiting time is 1 hour after the agreed time of arrival. After this time, if the driver is not aware of the problem, he has the right to leave, and the money can not be refunded to you.
If you can not locate the driver at the agreed place, or if you have stayed longer than usual on passport control, baggage retrieval, or lost baggage department, it is your responsibility to contact us by calling the emergency number listed on your booking confirmation.
If the location is not an airport, the driver will wait for you at the address indicated on the booking confirmation. If a pick-up place is a hotel, the driver will wait for you in the hotel lobby. For easier identification, please have a copy of your booking confirmation.
Unless otherwise indicated, the waiting time is 10 minutes after the agreed arrival time. After this time, the driver has the right to leave, and the money can not be refunded to you.
If you can not find a driver at the agreed place during the 10 minutes, it is your responsibility to contact us by calling the emergency number listed on your booking confirmation.
My company requires an invoice, can you supply one?
Yes, we can provide you with an invoice if required. Please contact us by e-mail at firstname.lastname@example.org after making your booking to request an invoice.
Which payment methods are available?
We offer MasterCard and Visa credit cards, as well as payment via bank transfer. All card payments are secured by 256 bit SSL encryption. If you experience problems paying with your card, please contact us by e-mail at email@example.com. Please describe in the e-mail all the difficulties that you encountered while paying, and we will quickly offer you a solution.
Does the price depend on the date of my transfer?
The transfer price does not depend on the date of travel, weekend or holidays, as well as the time of day. This is what differentiates our service from taxi service.
I left an item of luggage on the vehicle. How do I get it back?
If you have forgotten the luggage or personal item in the vehicle, contact us by e-mail firstname.lastname@example.org or by calling the number on your booking confirmation. We will do everything we can to repatriate your lost luggage to you, either to your place of residence, or to your home address. Please note that any fees incurred will have to be paid before the luggage is sent back to you by courier.
Who should I contact, if I have comments or suggestions to make?
We welcome our customers' comments and suggestions and treat them as a valuable insight as to how to improve our service. You can also email us with your comments at email@example.com.