FAQ

General

How to find an appropriate transfer?

Select your pick-up and drop-off location in our search form. You will see all the available vehicle classes for this route and their description. The price is provided for each transfer and there is booking button.

What is the minimum time to book a transfer?

Online bookings are accepted, at least, 16 hours before the transfer. If less than 16 hours are left, please, contact us by phone or email, and we will try to find a solution for you.

Will my driver take me to the hotel?

Yes. The transfer is understood as a trip to any point within the location limits. If you want to book a transfer to your hotel, type location name in the Drop-off field on checkout, choose vehicle type and specify your hotel name and address. The driver will take you to the hotel, the price doesn’t depend on its address.

How can I book a transfer to the airport?

Please, select the pick-up location in the Pick-up field, choose your destination airport in the Drop-off field. At checkout you can specify your pickup address and leave the drop-off location blank (we will know it is to the airport). The transfer is understood as a trip to any point within the location limits. You can calculate departure time according to the specified transfer duration.

I can’t find my route. What can I do?

Specify your route: fill in the Pick-up and Drop-off fields with the necessary location name, airport, train (bus) station. If there are no ready transfers for your route, send us a custom transfer request. We will find transfer according to your request and this information will be sent to your email.

What if I am traveling with children?

Children are also considered passengers. When you are booking your transfer, you may order child seats and your driver will install them for safety purpose. Child seats are free of charge.

What if I do not know my flight number?

If you receive information about the flight just before the departure, please specify the city you are flying from in the field Flight number. We will accept your booking, but you should inform us about your flight number as soon as you know it.

What pick-up time should I specify?

For a transfer FROM the airport please specify your arrival time according to your ticket. The driver will track your arrival according to the flight number. If you are going TO the airport, subtract from the departure time (specified in your ticket) 3 hours and duration of the trip to the airport (it is specified on the car class selection page).

For example: your flight departure time is 2.00pm, duration of the trip to the airport is 1hour, then you need to specify a departure time as 10.00am.

How to specify my address?

Specify the hotel name or destination address at checkout. You may copy hotel address from the hotel voucher. If you don’t know the address, you will have to explain the driver where you’re going. The price includes transportation to any point within the location limits.

Booking the return transfer

The price for the return transfer is the same as for the direct one.

How can I make sure that my booking was accepted?

As soon as you pay for the booking, you will receive confirmation on your email, where you can see booking number and transfer details. This email means that the car has been booked and the driver will meet you at the specified time. If you haven’t received the confirmation email, you should immediately contact us.

Will I be able to change the data in my order?

Yes, the order changes will be made for free, but no later than one day before the trip. To make changes, contact our support team info@bgtransfer.co.uk.

How to find my driver?

The driver will meet you holding a nameplate with your name. If he meets you in the airport, he will be waiting for you in the arrival hall. If you go from the hotel, your driver will be waiting for you at the hotel’s lobby or reception.

Can I be sure that the driver will meet me?

We guarantee that the driver will do his best to meet you, he is interested to meet you. He will have your phone number, and you will have his phone number too. As soon as you go out from the airport, pay attention to the nameplates and keep your phone switched on, the driver may call you directly. We are specialized in car transfers, and we strictly monitor order performance. Transfer failures are extremely rare.

If the flight is delayed

As soon as you know that your flight is delayed, contact your driver or our staff. You should specify your booking number and new time of arrival.

If the flight arrived earlier

If you arrive before the transfer start time, it’s possible that your driver isn’t there yet. Please, stay in the arrival hall and wait for your driver. You may text him saying that you’re waiting for him in the arrival hall.

How to contact the driver?

Some 24 hours before your trip we will send you the driver’s phone number on your email. Please, call him or text him if your flight is delayed or canceled. It’s possible that the driver doesn’t have enough time to monitor such changes in the airport tracking system. If you don’t find your driver upon arrival, call him or text him saying where you’re waiting for him.

What if I can’t find my driver?

Before the trip we will send you the driver’s phone number. Most likely, you will not need it, because the driver will also have your phone number and he will call you or send you an sms before the transfer. Do not worry, our drivers specialize in airport transfers and cancellations of meetings are extremely rare.

The driver didn’t meet me. What should I do?

The most of such cases happen when you can’t find your driver in the airport. Please, check the nameplates once more, it’s probably that the driver was absent for a while when you were coming from the arrival area. Wait 15 minutes more, it’s possible that the driver is late due to the traffic and doesn’t have chance to contact you.
If the driver doesn’t appear nor contacts you during 30 minutes after the transfer start time, book transfer at taxi stand in the airport, we will compensate you the price difference. Pay upon the arrival and email us, so we can make compensation. If you go from the hotel, just book your taxi at reception.

Does the driver speak English?

Yes, all of our drivers speak English, and the driver will have all the main information about the route before the trip.

Will I get back my payment in case of order cancellation?

Yes, if you cancel your order not later than 24 hours before the transfer, we will fully refund the payment. If the trip doesn’t take place because of our mistake, the payment will also be refunded. The payment will be refunded within 5 bank days the same way it was made.

Is the price for the car or per passenger?

The price is for the car. It doesn’t depend on the number of passengers. Each vehicle type is provided with passenger and standard luggage capacity information.

Should I pay for waiting time?

No, the driver monitors your arrival according to your flight number. If the flight is late, he will wait for you or arrives later.

Does the price depend on the date of arrival?

No, it doesn’t. You may book your transfer for any date, but not later than 16 hours before your transfer.

How much time does it take to receive the custom transfer calculation?

Within 24 hours you will receive a reply if we can perform your transfer.
If we can’t find the necessary vehicle within 24 hours, we will inform you. We will continue searching and will inform you if we find necessary vehicle and get the rate.