Frequently Asked Questions

I haven't booked yet

Find answers to questions travellers have asked before making their booking here.

I haven't travelled yet

If you have booked but not yet travelled, find answers to your questions here.

I have completed my trip

If you have completed your trip and have some questions, look here.

I haven't booked yet...

Q. When should I book?
A. Although you may book your transfer(s) online up to 24 hours from your travel date, we recommend that you book as early as possible. By booking your transfer(s) early, you have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season. Please call our customer service team if you need a transfer within 24 hours - we will usually be able to take your booking.

Q. Will I be dropped off at my hotel or private villa?
A. Yes, all our services are door-to-door - the driver will take you directly to the address you give when you make your booking.

Q. Will anyone else be travelling in the vehicle I book?
A. No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for your group. We do not offer a public shuttle service at this time.

Q. How can I contact Suntransfers.com?
A. You can contact us by email or phone, our full details are available on our contact page. Please note that our Customer Service office hours are from Mon to Fri 10am-2pm and 4pm-8pm (CET). When you have booked your transfer you will be issued with a 24/7 Assistance Helpline number to use in case you need to contact us on the day of your transfer.

Q. What luggage entitlement will I have?
A. Your luggage entitlement is 1 x bag or suitcase per person, maximum weight of 20kg (maximum combined size of 158cm) and hand luggage with a maximum weight of 5kg, unless you have specified additional items when making your booking.

Q. I want to bring additional luggage with me in the vehicle. Will it fit?
A. When you book your transfer using our online booking service, you will be shown what capacity the vehicle has for passengers and luggage. If you need to take additional luggage, please use the 'Optional Extras' section in Step 4 of the booking process. We will review your order and assign a vehicle with suitable capacity for your needs or provide additional luggage carrying capacity, such as a trailer.

Q. There will be children in my group. Can you supply child seats?
For most vehicles, yes we can. Please specify how many child and/or baby seats you require in Step 4 of the online booking process. Child / baby seats will be provided if booked whenever possible, however there may be rare instances when such seats are unable to be provided due to unforseen last minute vehicle substitution, for example. In such instances, you will be entitled to a full refund for seats not supplied. If you are unwilling to travel in the event that child / baby seats are not supplied, please provide your own.

Q. Do you charge extra for credit card payments?
A. No. All our prices are fully inclusive and you will be charged this price no matter how you pay.

Q. Which cards do you accept?
A. We can accept American Express, Mastercard and Visa credit cards, and most affiliated payment cards. All credit card payments are secured by 128bit SSL encryption. If you experience problems paying with your card, please contact Customer Support.

Q. How do I know my credit card and personal details are safe?
A. All booking pages that require you to enter personal information are secured using 128bit SSL encryption, verified by GeoTrust. Payments are made at the end of the booking process when you are redirected to the secure payment page of our bank 'La Caixa'. We never see your credit card details and they are not stored, in accordance with ecommerce regulations in Spain.

Q. My company requires an invoice, can you supply one?
A. As a registered S.L. company in Spain, yes we can provide you with an EU VAT invoice if required. Please contact Customer Support.

Q. My confirmation email and/or booking voucher haven't arrived by email. What should I do?
A. In rare instances, it is possible that your email server or software may mistake our emails for spam and not deliver them. If you feel that you should have received a communication from us, but have not, please email or call Customer Support.

Q. Hold on, you say you offer the cheapest transfers, but I've seen a cheaper transfer elsewhere!
A. We are committed to offering the best value transfers, but please be aware that there are unscrupulous and bogus brokers around who will offer great prices, but then may not deliver an adequate service, if at all. Additionally, these 'brokers' are rarely registered companies, leaving you without redress in the event of a problem. Suspicious indicators to watch for are PayPal only payments, lack of a registered company address and tax number, and a mobile phone number for contact.

I haven't travelled yet...

Q. Where will I meet the driver when I arrive?
A. After paying for your transfer you will recieve a confirmation email explaning where to meet the driver, along with other useful information including our 24/7 Assitance Helpline number. In the case of most airport pickups, your driver will be waiting for you at the arrivals gate with a sign showing your name.

Q. What happens if the driver isn't there on time?
A. We always verify your transfer details with the driver in the 24 hours preceding your travel date, so the likelyhood of your driver not being there on time is extremely low. However, if you have trouble locating your driver, just call our 24/7 Assistance Helpline (printed on you booking voucher) and we will immediately assist you.

Q. What happens if my flight is delayed?
A. All flights are monitored for delays, to ensure your driver will be waiting for you at the correct time. However, as a backup measure, please call us on our 24/7 Assistance Helpline (printed on you booking voucher) if you become aware of any delay to your flight which may affect your transfer.

Q. My flight has changed. Can I reschedule my transfer?
A. In most cases we will be able to reschedule your transfer without a problem. However, if it is a busy time of the year, it is possible (but unlikely) that we may not have availability for your new transfer time. Please contact us the moment you know about your change in schedule to allow us sufficient time to reorganise your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.

Q. My flight has been cancelled and I no longer require a transfer. Can I cancel it?
A. Yes, in accordance with our terms and conditions.

Q. My group size has changed, can I choose another vehicle?
A. Yes. Please inform Customer Support as soon as possible to confirm availabilty of a more suitable vehicle. There may be an additional charge to pay if you require a larger vehicle.

I have completed my trip...

Q. I have some comments or suggestions to make, who should I contact?
A. We actively welcome our customers' comments and suggestions, and treat them as a valuable insight as to how to improve our service. After you have travelled with us, we will send you a quick Customer Satisfaction survey to complete and return. You can also send us an email: comments@suntransfers.com.

Q. I left an item of luggage on the vehicle. How do I get it back?
A. 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 courrier, in accordance with our terms and conditions.

 

If you still have questions after having read the above, please contact us. We'll be happy to help.