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Frequently Asked Questions
No, there are not any extra charges on top of our published prices. The price on the Quote Generator is the total price that you pay, if you complete your booking at that time. There are no hidden card charges or taxes that get added on later in the booking process
a) Customers are entitled to cancel their booking if they send us an email to [email protected] with the details and the reason of the cancellation.
b) Cancellations made at least seven days before the date of travel, will be refunded fully.
c) In the event of a cancellation by the customer, he will receive an email confirming the cancellation.
d) Any refund, whether partial or in full, for cancellations made within the 3-day cancellation deadline, will be at our sole discretion.
e) Refunds can take between 7 and 14 days to be investigated and processed.
f) In case of cancellation we have the right to charge 25 Euro administration fees to cover our administration and banking costs. If the client has paid in advance for the transfer booking, the administration fee would be deducted from the amount to be refunded.
g) “Extraordinary events” replace the provisions of paragraph 4 with points a) to f). These only apply in the normal course of business. If the average number of total passenger cancellations is increased by more than 300% in a monthly comparison due to an exceptional event, The supplier reserves the right to issue a credit note instead of repaying the amount that can be used for future orders (voucher). The extraordinary events include natural disasters of all kinds, earthquakes, floods, storms, volcanic eruptions, but also “Force Majeure” (Latin casus fortuitus) such as riot, blockade, fire, civil war, embargo, earthquake, hostage-taking, war, revolution, sabotage , strikes (if they take place at a third party), travel warnings from the foreign ministries, threats from a pandemic, quarantine measures by the authorities, terrorism and serious traffic accidents.
You can make changes to your booking up until our booking deadline (up to 72 hours prior to the day of travel), by emailing [email protected] or through our website using your login details. Certain changes to your booking may result in a change in the cost of the transfer.
We will not charge you any fee for changing your booking in this way, although if you are making changes to your transfer that may change the price, such as increasing the number of passengers, changing the pick up or drop off location, changing the transfer times, or changing the transfer type, there may be an increase in the cost for the service and you will need to pay this for the changes to take place. Once you have completed the changes and they are accepted, you will receive an amended booking confirmation email to reflect the new booking details.
On occasions, particularly if you’re travelling during very busy periods, or if it is short notice, it may not be possible for us to offer you the transfer you have requested. In these situations we will always endeavour to offer you the best possible alternative.
If you are trying to amend your booking at short notice, we suggest you contact our office detailing the changes you would like to make and we will do our very best to accommodate them.
Your driver will meet you in airport arrival area and will hold a sign with your “NAME and SURNAME” on it.. If you are unable to locate your driver, please call us on the contact number given on your booking confirmation and we will locate the driver for you.
There is the option to book transfers from a number of train stations – simply select City you need from the Quote Generator and fill in information about the station you are travelling from and follow the booking process.
If you are arriving by train into an airport train station then select the airport and enter your arrival time as requested. Instead of entering a flight number, write ‘Train’ and in the notes field please let us know where your train is arriving from. We will then schedule your transfer based on this and you simply need to follow the instructions on your booking confirmation email.
Yes. Use our Quote Generator. It offers to choose between different Cities as drop-off location. Simply fill in the relevant details about train station you need in booking page.
Transfers that we offer are door-to-door, where the accommodation is accessible by surfaced and cleared roads. In certain situations it may not be possible for the transfer to directly access the accommodation, for example due to adverse weather conditions making a road too dangerous to drive or the accommodation being in a pedestrianised or car free area. In these situations the drop off, or collection will be from the nearest accessible point to the accommodation, for which you will be advised in advance of the transfer and you will be responsible for getting to or from this point by your own means.
It is worth noting that certain resorts are completely car free. We recommend checking your accommodation and resort info before travel and be aware of any potential access issues.
If you are in any doubt, please contact us before travel to discuss your arrangements.
Firstly, do not panic. Your driver will meet you in airport arrival area and will hold a sign with your “NAME and SURNAME” on it. If you are unable to locate your driver, please call us on the contact number given on your booking confirmation and we will locate the driver for you.
When making a booking on our website, you have complete flexibility to enter different drop off, or pick up addresses for any transfers, even within the same booking, so it is not a problem at all to enter one location for arrival and a different location for the departure for example.
If you wish to change your pick up location at short notice, or during your holiday, contact us and we will do our best to accommodate your request.
With our Private transfer the waiting time will be minimal (normally none). Factors which can affect your pickup times – flight delays, excessive traffic on the roads, loss of baggage causing an excessive delay in meeting your driver. For more information, please see our terms and conditions.
If your flight is delayed by less than one hour then your driver will wait for you. If your flight is delayed by more than one hour, we will put you on to our next available transfer. In some cases, this may mean a longer wait than normal, but we will do our best to get you away from the airport with minimal delay.
In order to minimise your delay at the airport, we simply ask that you keep us informed of any flight delays. By doing so, we will have more chance to make alternative arrangements for you and our team will assist as much as possible to get you to your destination as quickly as possible.
Please read our terms and conditions for more information on this subject.
In general our transfers are scheduled in such a way that the driver will have other people to pick up from the airport after your transfer. Therefore the available time that they can wait for you may be limited and as a general rule we say that this is 10 minutes for private transfers. Of course we will always do our best to wait for as long as we can, but we may have other people to meet and so this may not be possible beyond the maximum described.
Please try to be on time and if you know that you are going to be late, please call the number on your booking confirmation as soon as possible to give us as much notice as possible as this will give us a greater opportunity to make alternative arrangements if it is at all possible to do so.
For your transfer from resort, assuming you have supplied us with your correct address in resort, we will normally pick you up directly from your accommodation. In some instances resorts are car free and in this case your pick up will be from the main reception for resort, or at the place where you were dropped off.
In certain situations it may not be possible for the transfer to directly access the accommodation, for example due to adverse weather making a road too dangerous to drive or the accommodation being in a pedestrianised or car free area. In these situations the collection will be from the nearest accessible point to the accommodation and you will be responsible for getting to or from this point by your own means. We recommend checking your accommodation and resort info before travel and be aware of any potential access issues.
If you are in any doubt, just contact us using the number on your booking confirmation and we will advise.
As a general rule, we accept all bookings up to 48 hours prior to the date of departure; however during the busier periods we are not always able to guarantee availability so we advise booking as early as possible to avoid missing out.
If we have limited availability, then you will be able to send us booking request message – see a message stating „Confirmation of availability by email within 24 hours” and button „Send Enquiry” below the booking page. If you click this button it will send us an enquiry with your request and we will check availability and get back in touch with you as quickly as we can to let you know what transfer options we have available.
Our best advice is that, to get the best price and biggest choice of transfers, book as early as you can.
Simply enter the desired pick-up time in booking page and we will meet you as normal at this time.
Simply use online Quote Generator, select your transfer from the options provided and receive an instant confirmation of your booking by email. If you can’t find the transfer you are looking for, contact our office and we will be happy to help.
Payment is taken in full at the time of booking and we accept major credit, debit cards and eWallets (Visa, Mastercard, PayPal, etc.) with Stripe. All payments are verified and all payment information is encrypted over a secure connection for maximum security. All prices are calculated and charged in EUROS.
Details to include on your booking:
Total number of passengers – please make sure you include infants and children in the total number of passengers in your party, e.g. if three adults, one child and an infant are travelling, you will need to book the transfer for five people.
In any resort there may be more than one hotel, apartment complex, chalet or villa with the same name, so try to provide the full address to avoid confusion.
Mobile Phone Number – This is extremely important, for example we may need to contact you once your journey has begun. Please remember to add the country code onto your phone number and remove the 0, for example 047790111222 becomes +447790111222.
Booking Confirmation – When you confirm your booking and payment is taken, you will automatically receive an email booking confirmation which will confirm that payment has been taken and the balance paid in full and details of your transfer.
For further information please see our ‘How to Book‘ page.
There are a number of possible reasons for this, the foremost of which is that the confirmation email has been filtered into your junk file by the security settings on your computer. Please check in your junk file and if you are still unable to locate your confirmation, email or call us to ensure that your booking request has been received.
We know that sometimes you may want to stop at a supermarket on route to resort, or call in at an agency to pick up or drop off keys for a property. Or maybe, some of your group are staying in one place and the rest somewhere different.
If that is the case, please contact us to discuss your requirements before booking. It should not be a problem to cater for your arrangements on our private transfer, but there may be a difference in the cost, depending on the circumstances and we also obviosuly want to make sure that all of the information gets passed to the driver.
For your arrival journey, no – unless you want to do that. For the return leg of your journey however, it is advisable that you reconfirm all details including your pickup time so there is no possibility of any misunderstanding when it comes to departure time and location. You can do this via email or call us at any point during your trip up until 24 hours before your departure.
You can do this in one of two ways.
If you would all like to wait for each other and travel together, you would use the latest arrival time as the flight time and note the other flight times & numbers in the notes on your booking.
If each member of the group would prefer to leave as soon as possible and not wait for the others, you would need to book individual journey legs for each of the different flights/groups that wish to leave together. You can do this all on the same booking. If there is more than one flight on the booking, please remember to put the latest flight time down as the arrival time and make a note of the other flight times & numbers in the comments box so we can track all flights in case of delays.
The same principal applies for the return journey, if the group are all travelling together; use the time of the first flight to depart, so we base your pick up time on this and ensure they get to the airport in plenty of time for their flight check in.
If this all gets too complicated, please feel free to contact us and we can assist you in making the booking.
As our fares are offered on a per-seat basis and it is a legal requirement for every passenger, regardless of age, to have a seat, we are not able to offer a discount for children or infants. We do however, provide infant & child seats at no extra cost, you just need to specify your requirements on the booking form.
Yes, simply enter the amount of baby seats and the amount of child seats you require for the transfer from the dropdown menus and Alpinbus will make sure that the relevant seat is there on the transfer.
The description of the seats that we provide, including the weight of children these are applicable for is described on the booking form and within Section 3 of our terms and conditions.
Please let us know what you need based upon the approximate weight that you think your child will be on the date of travel.
If you prefer, or for the avoidance of doubt, you can also bring your own car seat with you. We do not charge a supplement for providing infant or child seats.
The law in Europe states that children up to the age of 12, or 135cm tall (whichever they reach first) normally require a car seat. If your child normally uses a car seat at home, it’s a good indication that they will need one during the transfer.
Details of the baby and child seats we have available can be found on the booking form and Section 3 of our Terms and Conditions page. You should select the seat based upon the approximate weight that you think your child will be on the date of travel.
Ordinarily we use 8-seater vehicles, so any group up to this number on a private transfer would normally travel together in one vehicle.
For example, you are a group of 10 people and have booked a standard vehicle;
If you book transfer, all 10 of you will leave in two private minibuses as soon as you arrive, and be picked up for your return trip at exactly the same time. You can spread the group over both minibuses, however you would like.
For your departure back to the airport, we always attempt to pick up the whole group at the same time, but sometimes this is not possible and the groups may depart at slightly different times. We inform you of the pickup times for the whole group the day before you are due to depart in the normal way.
If you have a specific question regarding your group, please contact us and our team will be happy to advise.
The standard luggage allowance is one piece of hand luggage and one suitcase, or holdall per person.
It is also possible to bring sporting equipment with you, for example skis and snowboards in winter, or bikes or golf clubs in the summer. If you intend on bringing sports equipment with you, you must specify this on the booking form, so that we can make sure it can be accommodated in the vehicle.
The maximum permitted size for a ski or snowboard bag is 190cm long and for a bike (which must be packed in a box or a bag) it is 160cm (length), 100cm (high) and 40cm (wide).
If you plan on bringing any over-size luggage, or additional luggage above and beyond what was mentioned above please contact us in advance to discuss your requirements. If you leave property in a transfer vehicle on arrival, please call or email us and one of our team will assist in tracing and retrieving the lost property for you. Alpinbus regrets that we cannot be held responsible for items that cannot be found.