FAQ
Frequently asked questions
If your question is not here, write to us — the answer then ends up here.
How is the price decided?
By the road distance of your specific journey and the vehicle class, before you book. It includes tolls, airport access charges, VAT and the driver. There is no meter running and no surge pricing, so traffic on the day changes the journey time but not the amount you pay.
What happens if my flight is late?
We track the flight number you give us, so the pickup time moves with the aircraft. Waiting time at an airport is free for 60 minutes after touchdown, which covers passport control and baggage reclaim on a normal day. A delayed flight is our problem to solve, not a reason to charge you more.
Where exactly does the driver meet me?
Inside the arrivals hall, holding a sign with your name — not at a rank outside and not in a car park. Each airport page on this site names the specific meeting point for that terminal, because "arrivals" means something different at Frankfurt Terminal 3 than it does at Hahn.
Can I cancel?
Free of charge up to 24 hours before pickup. Inside that window a charge may apply, and the exact terms are on the cancellation page. Plans change and that is not something anyone should be fined for.
How many people and how much luggage fit?
Every vehicle class on this site states its passenger and luggage capacity, and the numbers are the usable ones rather than the theoretical maximum. Once you are past what a saloon boot holds — and that includes Business Class and First Class — the answer is a van, not a bigger saloon. If you are close to the limit, book the next class up: it costs less than a second vehicle.
Are child seats available?
Yes, and they are not charged as an extra. Specify infant, child or booster at booking so the right seat is fitted before the driver leaves — a seat that has to be fetched afterwards is a seat you wait for.
Is a transfer always the right choice?
No, and we say so on every route page. One person travelling with hand luggage between two city centres is usually faster and cheaper on the ICE. A transfer earns its price from three passengers upward, with real luggage, on early and late arrivals, and anywhere the destination sits a long way from a station.
What if my flight is cancelled or diverted?
Tell us as soon as you know and there is no charge — a cancellation is not a no-show and we do not treat it as one, whatever the 24-hour window says. A diversion is different: the aircraft has landed, just not where anyone planned, so call and we will either send the car to the airport you actually reached or cancel it. What we cannot do is guess, because the flight number stops telling us anything useful the moment the destination changes.
Can the driver stop on the way?
Yes — a second address, a hotel drop before an office, half an hour at a supermarket. Tell us when you book so it is priced into the fixed fare rather than settled at the roadside, which is the one part of this that goes wrong when it is arranged in the car. A stop added on the day is possible and is agreed with the office, not with the driver.
How far in advance should I book?
A day is comfortable for a saloon on a normal weekday, and a few hours is usually enough. Book further ahead than that for a van or a party needing more than one car, for pickups between midnight and five, and for any week when the city is holding a trade fair — during a big Messe the vehicles in a region genuinely run out, and that is the one time the answer to a late booking is no.
What do I do if I cannot find the driver?
Call the number on your confirmation before you leave the arrivals hall — it reaches a person, not a queue, and they can see where the car is. The driver's own mobile number is on the confirmation too. Do not leave the terminal to look for the car: the driver is inside with a name board and the two of you looking for each other in different buildings is the only way this actually fails. If you have simply come out of a different exit, say so and stay put.
Which airports do you cover?
19 German airports: seven major hubs — Frankfurt, Munich, Berlin, Düsseldorf, Hamburg, Stuttgart and Cologne Bonn — and twelve regional ones, from Hannover and Nuremberg to Memmingen, Weeze and Paderborn. Every one has its own page with its terminals and pickup point, and all of them carry published fixed-price route tables measured on the real road distance.
