I haven't booked yet
Q. When should I book?
A. Although you may book your transfer(s) online up to 24 hours before 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 shared 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. Our Customer Service department is open 24 hours a day, 365 days a year, so you can contact us at any time. If your enquiry is urgent, please call us for the quickest response.
Q. What luggage entitlement will I have?
A. Your luggage entitlement is defined by the size of vehicle you book. For example, a 4 seater taxi has space for 4 bags or small suitcases, and small hand luggage items to be carried in the cabin. An 8 seater minivan has double the luggage capacity. If you are in any doubt if your luggage will fit in the vehicle, please upgrade to a larger one to ensure you have a comfortable journey.
Q. There will be children in my group. Can you supply child seats?
A. For most vehicles, yes we can. Please specify how many child and/or baby seats you require in Step 1 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 debit or credit card payments?
A. No. There is no additional charge for paying by debit or credit card. We can also accept bank transfers and Paypal payments, but there will be a 3% fee applied to the final price. Please contact us if you would like to pay by bank transfer or Paypal.
Q. Which cards do you accept?
A. We accept Visa and Mastercard credit cards, and most affiliated payment (debit) cards. All card payments are secured by 256 bit SSL encryption. If you experience problems paying with your card, please contact Customer Support.
Q. How do I know my card and personal details are safe?
A. All booking pages that require you to enter personal information are secured using 256 bit SSL encryption, verified by Thawte. 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.
Q. My company requires an invoice, can you supply one?
A. Yes we can provide you with an invoice if required. Please contact Customer Support after making your booking to request an invoice.
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. Remember that you can always login to the "My booking" page (using your email address and booking reference) to view, share and print your booking voucher.
I haven't travelled yet
Q. Where will I meet the driver when I arrive?
A. After paying for your booking you will recieve a confirmation email explaining where to meet your driver, along with other useful information including our 24/7 Assistance Helpline numbers. 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 I can't locate my driver?
A. If you have any trouble locating your driver, just call our 24/7 Assistance Helpline numbers (printed on your 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 numbers (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. You can also email us with your comments: firstname.lastname@example.org.
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 courier, 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.
Who are Suntransfers.com?
Whilst looking to book an airport transfer for his own holidays in 2007, Rob, our founder, was shocked to discover that the prices being charged by many airport transfer companies were often more than double the price of just taking a vehicle at the airport. He saw that it would be possible to offer a better value, superior service at a much lower price, so decided to leave his job to embark on this new and exciting venture.
After finding a talented programmer and designing the first website, Suntransfers.com went live in early 2008, initially offering transfers from only a handful of airports. Sales were strong from the start, and quickly staff were recruited and systems improved to cope with the demand. Now, five years later, we have become a leading airport transfer company, providing airport transfers to over 600,000 travellers per year.
Much of our success over the years has been down to having a great team who are dedicated to providing our customers with great value airport transfers combined with unbeatable customer service. Here they are: