F.A.Q.

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FAQ

1. What is a ’Private Transfer’?
A private transfer is where we transport you as an individual passenger without the need to share a car with anyone else. Once you arrive at the airport you won`t need to wait for other passengers. The driver will be waiting for you with a name board clearly displaying your name and then transport you to the address you have specified. Any additional services are shown in the confirmation document given to you when ordering the service.

2. What is a ’Shared Transfer’?
This is a lower priced transfer service. You share the transport with other passengers travelling in the same direction as yourself. After disembarking and entering the Arrivals Hall, please make your way to the information desk to meet your driver. You should be prepared to allow a maximum waiting period of maximum of 2 hours after your flight arrival time but the normal waiting period is between 30-45 minutes.

3. What is a scheduled shared service?
This type of transfer is usually a low cost service that runs to a strict timetable (schedule) to fixed destinations including city centres and airports. You will normally travel in a bus or coach and you must hand your reservation confirmation slip to the driver before getting onto the bus. Your reservation confirmation will show the time at which the scheduled service transfer will take place and where to locate your bus or coach. If you miss the transfer, the driver of a later bus may be able to offer you alternative seating if there is enough room available to do so. If not, you may have to make alternative transfer arrangements. If you miss your transfer and no other seats are available, no refund is possible

4. Who will wait for me and where at the airport/railway station?
If you have booked a Private Transfer, the driver will wait for you at the airport or railway station with the name board showing your name in the Arrrivals Hall if an airport, or, at the head of the platform if a rail terminal. If you are unable to find the driver, please wait at the information desk/office. If you have booked a Shared Transfer, you should always go to the information desk or office to meet your driver.

5. Where will you wait for me at my hotel/apartment/home?
If you are going to the airport from a hotel, please wait at reception (lobby). If being collected from an apartment or your home, please wait outside by your main door. The driver will look for you there.

6. What happens if my flight is delayed?
We always confirm the flight/train arrival times.The driver will wait for all flights and train journeys that are delayed and your transfer is provided without any additional charges.

7. What happens if I miss my flight or my flight is cancelled?
You must inform us of the next flight departure and its arrival time by using the telephone number provided on the confirmation form. If you fail to do so, it will be regarded as a ’no-show’ and the transfer fee will be deducted from your credit card.

8. What happens if I’ve lost my luggage? How long will the driver wait for me?
If you discover that your luggage has gone missing, you should inform us as soon as possible by using the phone number shown on the confirmation letter and that you have arrived at the airport and still require the transfer. If you have booked a Private Transfer from the airport, the driver will wait up to a maximum of 1 hour after the flight arrival time. If it is a Private Transfer from a railway station, the waiting time is 15 minutes after the arrival time of the train. If you have not contacted the driver (or us) within these time limits, the driver can leave the airport or station without waiting any further. Failing to inform us will be regarded as a ’no-show’ and the transfer fee will be deducted from your credit card.

9. What type of vehicles (cars) are used for the transfer?
All our transfers involve the use of cars, minibuses or buses, according to the type of transfer required. All vehicles are air-conditioned.

10. How much luggage can I take with me? Are there any restrictions on luggage (weight)?
Each passenger has an allowance of 1 big suitcase and 1 hand luggage without any weight limit. Extra large luggage - if notified to us in advance when making your reservation – will be transported for an extra fee charged by the driver. In certain types of transfers, an extra luggage fee is may be included in the price (transfer fee). This will be shown separately when you make your reservation.

11. Can I carry bicycle, golf bag, ski equipment?
These and similar items are not classed as normal sized luggage. A payment of an extra fee is required, the amount depending on your ultimate destination when using the transfer service. You should notify us at the time when you make your reservation.

12. Is it allowed to use the transfer service for animals?
Live animals can travel – for a payment of an extra fee - providing they are carried in suitable carrying equipment, which is kept in good and secure condition, and that you have the necessary documents (e.g. a pet passport). This only apples to Private Transfers. Please notify us at the time you make your reservation. Guide dogs are transported free of charge.

13. I am disabled. Can I travel with a wheelchair?
A wheelchair can be transported if you have booked a Private Transfer. If you need a wheelchair for mobility, the chair will be carried free of charge.

14. I need help to carry my luggage. Can I ask for further assistance from the driver?
In the case of Shared Transfer, you can only be assisted with carrying your luggage by the driver for payment of an extra fee. If you have booked a Private Transfer, this service is included in the price (transfer fee). A luggage carrying service is not available for transfers by a scheduled shared service.

15. What do you mean by „assistance with luggage” (carrying luggage)?
The driver will carry your luggage from the Arrival Hall to the transfer vehicle (car) and from the car to the hotel entrance upon arrival, and from the car to the Departure Hall entrance upon departure. A luggage carrying service is not available for transfers by a scheduled shared service.

16. I travel with children. Can they travel free of charge? Do you provide child-seats?/Can I have child-seat?
Unfortunately, the transfer of children is not free of charge. Children – irrespective of their age - count as one adult (person). In the case of Private Transfers however, a child seat is provided free of charge. A child`s age must be notified in advance when you make your reservation. A child seat is not available in shared or bus transfers.
- In many countries the law requires that children under a certain age must sit on a child seat appropriate to their age. If this is the case, the driver of your airport transfer vehicle has a duty to ensure that the law is complied with otherwise he/she is personally liable. If you fail to tell us about the need for a child seat when making your reservation, the driver has the right to refuse to carry the child(ren) and does not have an obligation to carry spare child seats or to try to get one for the journey. In these cases, no transfer fees will be refunded nor will any claim for additional expenses incurred be allowed.
- You are strongly advised to tick the need for child seats during the reservation process and to give the age of each child in the comments box on the same page.

17. Where can I pay? Can I pay by credit card?
If you have decided to pay cash on the day when booking your transfer, you can only pay by cash directly to your driver before the transfer takes place. There are no facilities to collect payments by credit card. If you have already paid using your credit card when booking your transfer, all you need to do is to hand your reservation confirmation to the driver before the transfer takes place.

18. How can I pay?
If you are paying for your transfer on the day itself, you can pay either in the local currency of the country in which you are visiting or in Euro. If the payment is made in Euro, change will normally be given back to you in the local currency.

19. Why do I have to give my credit card number if the payment is made by cash on the spot?
We need your credit card details to guarantee that your transfer booking is genuine. We do not make any charge to your credit card in advance.

20. Are my credit card details secure?
Credit card details are transmitted over the internet using an SSL (Secure Socket Layer) system. By using this method, we protect your credit card details from unauthorised access. This system is used by many financial institutions all over the world for the making and transferring of payments via the internet.

21. Can I cancel my booking? Is it free of charge?
Cancellations can be made up to 24 hours before the arrival time, free of charge. Cancellations made within less than 24 hours will result in the full transfer fee being deducted from your account. It is not possible to cancel a reservation that has been paid for in advance by credit card at the time of booking.

22. How long will I have to wait for the driver upon arrival/departure?
The service provider will phone to inform you about his/her expected arrival time. If you are travelling on a scheduled shared service, you will need to arrive 10 minutes at the boarding point before the time the transfer takes place. The driver will not wait if your plane arrives late.

23. At what time will I be picked up on return transfer? How will I know what the pickup time is?
You must notify us of the pickup time at the hotel when booking a return transfer. The driver will arrive at the hotel/apartment at the given time. This does not apply to a scheduled shared service transfer which leaves at a fixed time from a specific location (e.g. Bus Station).

23. What are the rules about wearing seat belts
In countries where wearing a seat belt is compulsory, passengers must wear them if asked to do so by the driver. Passengers who refuse to do so when requested by the Driver will not be allowed to continue with the transfer. No transfer fees will be refunded nor will any claim for additional expenses incurred be allowed.