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Read our frequently asked questions or contact us.

1. Frequently asked questions.


• Does the transfer take us directly to our accommodation?

With private transportation, 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 defined address.

Occasionally it may not be possible for access reasons: narrow or pedestrian streets, private properties, or the type/size of the vehicle does not physically allow a closer approach, police requirements, weather conditions such as snow blocking access to the hotel, etc.). In these cases you will be taken and picked up at the closest available point.

With shared transport service, you will be taken to your accommodation at the closest arrival/pick-up point.

With public transport you will be taken and picked up at predefined stops, bus stations, etc.


• How are we going to find our airport transfer service?

Once you have completed your reservation, you will be issued a voucher with instructions on how to meet your driver and where he/she will be waiting for you.

Some airports have reception desks, at other airports the driver will wait in the arrivals hall, at other airports you may be asked to go to the bus bays (usually for group bookings). Each provider, at each airport, has a different set of instructions. These instructions are clearly integrated into your booking voucher and include all the details you need to make your transfer hassle-free.

You will also have 24-hour telephone contacts printed on the voucher, in case you have problems finding your driver.


• What is the difference between shared transfer and private transfer?

We offer the following types of transportation:

Private rental with driver:
These transportation services are provided to the client and their companions according to the time and requirements of their route. The client and his companions will not travel with other passengers. As soon as you have met the driver he will leave for your destination. There will be no waiting for other passengers and there will be no additional stops.

Shuttle or shared transfer:
These transportation services are provided to customers with prior reservation in vehicles that operate with flexible routes and departure times. The client and his companions will travel in a vehicle shared with other clients in the most practical vehicle for the provider.

Public transport:
These transportation services are for use by the general public, operating on a predefined and previously scheduled route. The client and his companions will travel in a vehicle shared with other clients and the general public.

Car rental or car rental without driver:
Transportation offered as self-drive car rental for short periods of time.


• If our flight is delayed, will the transfer be waiting for us?

Yes, flight arrival times are monitored.

If you have problems collecting your luggage or during immigration procedures, please call your supplier or the customer service telephone number provided in your reservation confirmation email.

With respect to flight delays, detours, missed connections and transportation service originating from the airport, the waiting policy is:

Flight delay:
Private rental with driver:
Delays of up to 1 hour compared to the initial flight time are included. With delays of more than 1 hour you must contact the supplier to request that the vehicle be kept waiting. An additional charge will be paid in advance for the transportation service. The service will not be provided outside of these conditions.

Shared transfer:
You will be offered transportation on the next available shared service.

Public transport:
You will be offered transportation on the next available shared service. Please do not send us any emails to notify us of delays. Emails are queued and may be read too late.

Flight deviation: The airline will transport you to the scheduled airport, and the delay policy set out above will apply.

Cancellations, missed flights or connections: Please see our cancellation policy.



• How long will our transfer take?

We provide an indication of the distance and time between the two transfer points at the time of booking. However, this information is merely a guide and not a commitment.

The supplier has absolute discretion to choose the actual travel route to your destination, and it may not necessarily be the most direct route or using toll roads.

We would like to arrive at the airport well in advance of our flight. How can we ensure this happens? Our goal is to transfer passengers between 2 and 2 and a half hours before take-off time.

Most airlines open their check-in counters 2 hours before take-off time, and close them 40 or 45 minutes before departure time.

Please ensure that the date, time and location on your voucher or subsequent e-mail allows you to arrive at your departure airport at least 10 minutes before the check-in counters open.

We want to travel from the city to the airport. How do we make the reservation? At the top of the booking form, you have the option to select 'To Airport'. By selecting this option, your trip will start from the city you select once you have chosen the destination airport for that transfer.



• Should I enter the arrival and departure times of the flights assuming the time difference?

You must provide us with the schedules as shown on the airline tickets, without any modification.

Pickup times will be calculated automatically and we will confirm them in the reservation voucher.

Deberías verificar todos los detalles que aparecen en el bono tan pronto como lo recibas. Por favor, avísanos de cualquier error de inmediato, ya que puede que no sea posible realizar cambios más adelante. Como agencia de reservas, enviamos tu solicitud de servicios a los proveedores aun vez completas tu reserva.

Please check the date, time and place, on your voucher or in the e-mail that we send after the reservation, of collecting your transfer. You must ensure that the arrival time at the departure airport allows you to arrive at least 10 minutes before the check-in desk opens (not closes) and in no case less than two hours before the scheduled departure of the flight.



• How much advance notice is needed for us to make the reservation?

It is advisable to book at the same time as you book your flights. However, most destinations can be booked up to 24 hours before arrival; Some suppliers even accept reservations at lower margins.

It is highly recommended to book as soon as possible, since from time to time, certain dates are blocked when staying, the selected transfer, without vehicle availability.



• What is the luggage policy for transfers?

Each passenger may carry one piece of luggage with a maximum weight of 20 kg (maximum combined size of 158 cm) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).

Any excess luggage must be declared when booking the service.

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

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



• How long will the driver wait for us if we have to go through customs?

The driver will normally wait up to 60 minutes after the flight has landed, enough time to make the necessary arrangements with the airline, customs and immigration. After this time, and if there is no notification from the passenger, the carrier will leave the airport.

If you are delayed at customs, immigration, baggage claim or experience any lost luggage, please call your supplier to make sure your driver will be waiting for you. The supplier's details can be found on the voucher.

If it is expected to take less time (carry-on luggage only) or more (reduced mobility, etc.), please notify us at the time of making the reservation.



• Do you supply baby seats?

Yes, we can supply baby seats in certain destinations. Still, not all destinations have baby seats available.

When making the reservation, if the provider and vehicle type have the possibility of offering baby seats, this option will be offered during the reservation process.

Please note that minibus or bus transfers do not have special seating.

The baby seat option is only available on private transportation services, not on shared shuttle services.

You must tell us if minors are included in the service reservation request. You are required to use the baby seats provided, but it is recommended that you bring your own for your children, as regulations vary in different countries.



• My credit card keeps getting declined. Why?

There may be a number of reasons why your card has not been accepted. These include: It is possible that you have simply entered an invalid card number. Possible reasons for this are that you have misspelled the card number or missed some of the digits, or you have not entered the card number we need. Please try again, check writing carefully. The card type you specified (e.g. Mastercard, Visa) does not appear to match the card number provided. Please go back and check 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/internet bookings. Try another credit card. Your bank does not allow online reservations on your card, some banks block online reservations automatically. Please 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.

We do not accept debit cards (Switch, Maestro, etc.).

Credit card payments are processed directly with the bank.

The information requested to authorize credit card operations is the following: Name of the person that appears on the credit card Card number, all numbers that appear on the card Expiration date, if the card expires, it must be renewed. Sometimes this is expressed as two digits slash two digits (xx/xx) correspond to the month/year Bank, the name of the card-issuing bank. Sometimes with branded cards you can find the name by looking at the back of the card, which mentions the issuing bank. CVV2 / CVC2, is sometimes known as CSC (Security Code). This is the credit card verification code that is required for all transactions. The CVV2 number can only be known by the person who is actually the card holder and is not stored anywhere else. In Visa, MasterCard, Diners Club this number is located on the back of the card, near the band on which it is inscribed. The last three digits of the number found there must be used. 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 located on the top right. Postal address for correspondence with the bank. 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 the payment is not being authorized by your bank. Provide the date and time you tried to make your reservation. This will make it easier to know why the operation was rejected.



• I want to cancel my reservation. How should I proceed?

By accessing your online reservation in the "My reservation" section you can modify and cancel the reservation.

When you press "Cancel", we will receive your cancellation request, and you will be sent an automatic email announcing that your reservation will be canceled in the next two business days.

Once your reservation has been reviewed, and the cancellation processed, you will receive a second email confirming the final cancellation.

If you cannot access your reservation online, because there are less than 48 hours before the first transfer, please call Customer Service.



• We are traveling with a baby stroller. How do we reflect this in the reservation?

Traveling with babies and toddlers involves extra preparation: all their clothes, the wheelchair or strollers, maybe even a travel crib.

To ensure that you travel as stress-free as possible, please pack all items correctly. Remember that each passenger has a baggage allowance limit, so your child also has one piece of luggage available: this can go for the baby's stroller.

If you are traveling with a lot of luggage, please read our luggage policy and, if you think you are going to travel with more luggage than allowed, please select the number of additional pieces of luggage you require.

The type of vehicle that will transport you will be calculated automatically based on the number of people traveling with standard luggage plus any other optional accessories 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.



• I have not received my confirmation email. Can you send it to me?

You can always view the reservation and reprint it by logging into 'My Reservation'.

Some emails cannot be received by anti-spam filters. Please check your email client settings and the policies of your Internet Service Provider (ISP).

If you have received a reservation number on the screen, the reservation is confirmed. Failure to receive the e-mail has no relation to the status of the reservation.

If the first (almost immediate) attempt to send the voucher by email fails, the system will continue trying to deliver it for a maximum of 5 hours. If the email is undeliverable after this time (because the address does not exist, the mailbox is full, or the mail server is not accepting mail or is unreachable) delivery attempts cease.

About 200 email shipments a week go undelivered, largely due to typing errors in the email address provided. Enter your email address carefully!



• Can I make a reservation if I don't have a credit card?

Only credit card payments are accepted.

We regret that we do not accept cash, payment on arrival or bank transfers.



• How can I change or cancel a purchase?

In many cases, depending on the product you have purchased, you can make a change or cancellation on your own, accessing the "My reservation" section, where you can make all the necessary changes.



• I want to change my reservation. How should I proceed?

You can modify your reservation at any time up to 48 hours before the arrival date, simply by connecting to the "My reservation" section, which you can find in the top navigation menu of the website.

Once you have successfully logged in you can modify almost all the details of your reservation: number of passengers, destination, hotel address, flight details and personal details.

From this same section, you can also reissue your bonus.



• How can I make a claim?

If you have completed your reservation and need a little more information, such as clarifying the charges applied, or want to make a complaint, you can find the answers to your questions through this Help web page. If not, you can contact our Customer Service department through the contact form. Our team will be happy to investigate and resolve your questions or problems.

If you wish to contact Customer Service, please note that: Viatges Taxonera acts in partnership with internationally based accommodation, tour providers, car rentals and bus companies and we will do what is necessary to fully investigate the issues raised. We will try to resolve your query within a maximum period of one month, depending on the conditions of the claim, the information received from all parties involved (which allows us to respond within a reasonable period of time for all parties), and therefore we ask for patience until these matters can be concluded and resolved.

Once the complaint has been received, a member of the Customer Services team will contact you, either by telephone, email or letter, to request any other information and documentation that we may require to resolve your query effectively. With this in mind, and if you have not already done so, it would be of great help to transmit as much timely information as possible.

Please note that all services offered by Viatges Taxonera / VIP TAXI use a reservation locator as our main form of identification. It would be a great help and time saver if you could ensure that this reference number and the surname of the main passenger were clearly visible on all the documents you are sending to us.

It is preferable to use our email form at the top of the page to contact us, where your message will be tracked and processed as soon as we have all the information collected.

If you wish to contact us by traditional mail, you can send a letter to: VIP TAXI, S.L. Customer Service Josep Sangenis 10 08035 Barcelona (Spain)

I have sent an email to Customer Service, but have not received a response. Chances are you've used an unattended email inbox.

All emails generated automatically at the time of booking are not tracked. If you try to contact us by replying to one of them you will only receive an error message returned.

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



• I want to change my reservation, but there are less than 48 hours until my arrival. What can I do?

If there are less than 48 hours until your arrival, please call our Sales Department who will be able to assist you.

Additional charges may apply.

If there are more than 48 hours before your arrival you can modify your reservation directly online, accessing the "My reservation" section.

Once you have successfully logged in you can modify almost all the details of your reservation: number of passengers, destination, hotel address, flight details and personal details.



• What happens if I can't find my driver at the airport?

You have all the details, such as your provider's phone number, on your voucher. Please call your provider and you will be informed about the driver.



• I would like to confirm my transfer.

You can view and confirm the transfer at any time.

Simply register in "My reservation" with your email address and locator. You can check the status of your reservation.



• I would like to book for today/tonight, but the system won't allow me. Can you help me?

We only accept reservations up to 24 hours before arrival.

We do not accept reservations under the 24-hour limit, not even by phone.

You may want to consider booking just the return trip.



• Is the transfer cheaper for babies and children?

No, unfortunately we have to charge for all passengers equally.



• How can I send my thanks?

We are always grateful for any feedback about your experience with us and of course it is always nice to receive positive feedback.

If you want to write to our staff about our services, you can do so by contacting the Customer Service department, using the contact form or by sending an email to:

VIP TAXI, S.L. Customer Service Josep Sangenis 10 08035 Barcelona (Spain)

If there is a particular person from whom you feel you have received excellent service, please let us know their name, so that we can pass on your congratulations personally. Please also remember to add your last name, reservation locator and/or dates of your trip. Thank you.



• Is it safe to use my credit card online?

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 put in place a series of security measures, which provide total confidence when purchasing your transfers over the Internet.

All information, including personal details as well as 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 the pages that are covered by this security system. We do not retain records of your credit card information on our servers once the transaction has been completed (meaning you will have to enter your details each time you make a reservation online).



• I have lost my confirmation email, could you please send me another one?

If you have the confirmation number; Simply go to "My Booking" and email your confirmation to yourself again or you can print your voucher. If you do not have the confirmation number, you can contact us through our web form, with the date of your trip, destination and name. We will reissue the confirmation to the email address we have on file.



• One of our group is disabled and has a wheelchair. Can we use the shuttle service?

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

When booking, if you are traveling with a wheelchair and the destination has a wheelchair option, it will be shown in the 'optional extras' in step number 3 of the booking process as 'folding, non-electric wheelchair'. Select it and continue with the reservation.

If you are traveling with a motorized wheelchair or an Electric Scooter for the disabled, these are considered luggage, and you must take into account our luggage regulations.

"Optional Extras" are only available on private transfers, not shared transfers.

This service is for passengers with reduced mobility. Some mobility will be necessary to enter and exit the vehicle.

In some destinations you can reserve vehicles specially adapted for people with disabilities, 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.

General and reservation conditions To view our Booking Terms and Conditions, please follow this link.



• Can we know the mode of transportation that will be offered?

The category of vehicle in which the transfer service is provided is not guaranteed. The Supplier has absolute discretion to replace the vehicle. Sometimes it may be necessary for the vehicle to be replaced if this means that the service can be provided in circumstances where it would otherwise be impossible.

We will have to stop and collect the keys to the apartment at the key collection office. Can we continue to the apartments? 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 complex. If the key collection point is further away than your final destination, you must reserve the furthest point the vehicle will need to travel to.


• Our group is coming on different flights, but we would like to return to the airport together. How do we reserve?

We recommend that you book your arrival at the airport independently, and make a single reservation for the return transfer. The flight details must be those of the earliest flight.



• Could you give me your emergency phone number in case the driver does not show up at the airport?

Once you have completed the reservation you will be able to access your voucher.

In this voucher there are complete and detailed instructions on where and how to meet the driver. You can also find the phone numbers of the local company and our 24-hour contact numbers.



• We are two groups arriving at different times, and we would like to travel together in the same vehicle. How do we do it?

Booking this way is not recommended, as the shuttle will wait only for the booked flight. If there are delays from the other part of the group (and delays happen!). Service will not be provided.

I have difficulty walking, so it may take me a while to leave the airport. Will the driver wait for me? Yes, the driver will wait for you. If a long delay is expected, please let us know at the time of booking so we can inform the supplier.



• I am going to travel with my pet. What do you advise me?

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

You must have an appropriately sized carrier to carry your pet, otherwise we may refuse travel for your pet. The following requirements must be met:

The carrier should be large enough so that the pet can stand, turn around and lie down naturally. Your pet will be in the container for some time and should therefore be as comfortable as possible. The carrier should be strong enough to protect the pet during transport, be secure enough to contain the pet inside, and have sufficient ventilation on all four sides to ensure the air quality in the container does not deteriorate. The door should be secured in such a way that it will not accidentally open or be opened by your pet during use and transport. Neither your pet's nose nor paws should be able to pass through any ventilation or mesh door openings. The container must have a container with water and another with food, accessible from the outside. Wire mesh or fiberboard containers are not suitable for air transport. Detailed instructions on container specifications can be found at the IATA (International Air Transport Association) Live Animals. Most pet stores and many kennels sell carriers or may even be custom made to the IATA specification.



• How do I make my reservation?

You will have to notify us at the time of making the reservation. You will also have to indicate the dimensions and weight of the carrier (the weight also includes the weight of your pet).

Please note: Normal baggage restrictions apply, and it will most likely be necessary to reserve space for additional baggage in order to offer the correct type of vehicle.

We will not care for unaccompanied animals.

Animals are transported under the responsibility of the owners. Any transport with pets normally causes stress to the animal and must be taken into account if you have a very sensitive animal.

I would like to book for tomorrow, but the system does not allow me. We only accept reservations up to 24 hours before arrival. We do not accept reservations less than that 24-hour limit, not even by phone.

You may want to consider booking just the return transfer.



• My computer crashed/power failed when I was making a reservation. How do I know if the reservation was completed correctly?

If you saw a screen with a confirmation number, the reservation was completed successfully.

You should also receive an automatic email. You can also access "My reservation" to view and print the transfer details. If you still have any questions, please contact us by providing the following information: main name airport resort reservation dates We will reissue the confirmation by email to you.



• I'm only going to take hand luggage. Will the driver be there as soon as I land?

Drivers are usually waiting at the airport half an hour after the flight lands. If you do not have any type of luggage, please let us know so that the driver will be ready for a faster departure.



• I have lost my luggage, can you collect it for me later?

All airlines have service agents. They will take care of getting the lost luggage from the airport to your destination address.

If you forget your luggage on board the transport vehicle, it will be sent to the address you provided to us in the service reservation request and you will have to pay additional charges.



• Can I bring a reduced disability scooter?

If battery-operated wheelchairs or scooters are considered baggage and checked as such, you must take this into account.

When booking your transfer, you will be offered a list with extra options, this list is only available for private transfers.

I received an alert saying that my browser is very old. What does this mean? We try to make the site as accessible as possible for as many platforms as possible. But we are caught in the dilemma of offering new features to our customers while making their experience as pleasant as possible or keeping the website backwards compatible as much as possible.



• We will be arriving and departing from different airports. How to reserve?

For arrival and departure at different airports, you must make two reservations individually.