FAQs

In certain rare instances, we may encounter difficulty adding your baggage online, such as due to technical issues in the carrier's reservation system. If this occurs, we will notify you via email and request that you add the baggage at the airport. Rest assured, we will reimburse you the full airport baggage fee, even if it exceeds the initial baggage price.

Special baggage requests can be made up to 48 hours prior to your trip. These options become available after you receive your booking confirmation.
 

Most carriers typically permit only cats and dogs to travel onboard.

If you wish to bring your pet along, please log in to your booking and submit a request through Additional services. We will then contact the carrier on your behalf and provide you with pricing and further information via email.

Before traveling, ensure to consult your veterinarian regarding obtaining a pet passport, acquiring a suitable travel cage, providing a water dispenser, and discussing the possibility of tranquilizers, among other considerations

Most carriers typically permit only cats and dogs to travel onboard.

If you wish to bring your pet along, please log in to your booking and submit a request through Additional services. We will then contact the carrier on your behalf and provide you with pricing and further information via email.

Before traveling, ensure to consult your veterinarian regarding obtaining a pet passport, acquiring a suitable travel cage, providing a water dispenser, and discussing the possibility of tranquilizers, among other considerations

Baggage is typically categorized into three main types: checked baggage, cabin baggage, and personal items.

The allowance and specifications for baggage can vary depending on the airline. While some airlines provide complimentary checked and cabin baggage allowances, others may only permit a single personal item.

If you have a booking and are logged in, you can locate your specific baggage allowance in the Passengers section of your trip details.

For special baggage such as strollers, musical instruments, or sports equipment, additional information can be found here.
 

On certain budget airline routes, cabin baggage is exclusively available to passengers who opt for Priority Boarding. This connection between the two services ensures a streamlined experience for travelers. 
If you choose to purchase cabin baggage for your itinerary, Priority Boarding will automatically be included for those specific flights. Priority boarding is granted solely to passengers with cabin baggage, with comprehensive details provided in your e-ticket and booking upon signing in.
 

Excess, oversized, or overweight baggage typically incurs considerable fees. The specific charges and regulations vary depending on each airline. For detailed information, please refer to the carrier's website.

Excess cabin baggage may be stowed in the aircraft's cargo hold, potentially requiring you to retrieve it upon arrival.

If your itinerary involves no checked baggage and includes a short layover, it's essential to pack cautiously. In such cases, there might be insufficient time for baggage transfer if your cabin bag is placed in the hold.

If you anticipate requiring additional baggage, it's advisable to explore the option of adding an extra piece via the "Manage my Booking" feature in advance. This method often proves to be more cost-effective than paying for excess baggage at the airport.
 

Your baggage allowance is visible during the booking process and later in your account and e-ticket. During booking, you can view the baggage details under each passenger. Subsequently, upon signing in to your booking, you'll find a separate Baggage section.

When modifying your trip, we automatically retain the same number of checked bags as in your original itinerary. However, it's important to note that certain carriers may have varying policies regarding baggage weights, dimensions, or cabin baggage. For precise information, it's recommended to verify the details directly with the respective carrier(s).

Your checked baggage will be transported in the cargo hold of the aircraft, requiring you to check it in before your flight and retrieve it upon landing.

Certain airports feature dedicated baggage drop areas, where passengers who are already checked in and possess their boarding passes can bypass the check-in desk queue and deposit their baggage. Typically, there's a self-service desk available where passengers can print out bag tags and affix them to their luggage.

Before attempting to add checked baggage, it's essential to consider instances where it may not be permitted. This could be due to the nature of your itinerary, technical constraints, or limitations set by the carrier. It's advisable to review these cases carefully to avoid any inconvenience or complications.

When you have a self-transfer between flights, your connections are typically not facilitated by the carriers. In such cases, it's probable that you'll need to exit the transit zone at the transfer airport and undergo security and customs procedures again.

If you have checked baggage, it's necessary to recheck it between flights by following these steps:

1.    Retrieve your checked baggage at the transfer airport. Proceed to the baggage claim area and locate the carousel assigned to your previous flight number.
2.    Exit the transit zone and transport your baggage to the check-in counter or baggage drop designated for your next flight.
3.    After checking in your baggage, proceed through security and customs to reach the gate for your subsequent flight.

We've compiled a list of prohibited items based on carrier regulations and EU safety standards to provide you with comprehensive information in one convenient location.
1.    Items prohibited in the cabin
2.    Items prohibited in the cargo hold
If you have any inquiries regarding an item you intend to bring, we recommend consulting the specific policies of the carriers you'll be traveling with for clarification.

If a delay in the baggage you've added with us results in missing a connection and you have Our Guarantee, we can provide you with an alternative itinerary or a refund.

Please reach out to our agents for assistance as soon as possible. Our English support team is available 24/7 to assist you during your travels.

If your baggage is lost or damaged please reach out to the carrier. 
It's best to report any damage before you leave the airport, so that you have proof.
 

During the booking process, you have the option to include a third-party service offered by Blue Ribbon Bags, which safeguards your baggage in the event of loss or delay during your journey. Should such an incident occur, Blue Ribbon Bags will assist you in tracking and expediting the return of your bags.

Your options for trip refunds depend on whether the carrier canceled your trip or if you are the one canceling.

Additionally, the availability of refund options is influenced by whether you have our Guarantee, particularly in instances where the trip is canceled by the carriers.
 

To generate an invoice for your trip expenses, you can input your billing details before finalizing your booking. This allows you to create or download an invoice, which can be useful for accounting purposes when writing off your trip as an expense.
Changing your billing details
Once a booking has been made, it's not feasible to alter the billing details provided, as they are reported to local tax authorities for invoicing purposes. Therefore, it's essential to ensure that your billing information is entered accurately before finalizing the payment for your booking.

You might not be able to change your itinerary for a few reasons.
Your trip’s been already changed
You won't be able to change your itinerary online if it has been changed before by you or by the carrier(s).
If you need to make further changes, please contact us, and our agents will assist you.
Your trip has been canceled
Trip changes are disabled if there has been a cancellation. 
It’s less than 48 hours
You can only make changes up to 48 hours before your trip.

You can change your trip up to 48 hours before your departure. Keep in mind that trip changes must be made for all passengers on the itinerary.

With Flexi Change, you have the flexibility to modify your trip up to 48 hours before your initial departure. However, if you purchased tickets less than a week before your first departure, you can still make changes up to 4 hours before. It's important to note that trip changes are limited to adjusting the date and must apply to all passengers on the itinerary.

A Passenger Name Record (PNR) is a distinct carrier reservation number assigned to one or more flights within an itinerary.
Your PNR can be located on your e-ticket within the relevant segment of your itinerary. It's important to note that each part of your trip and each passenger can have a different PNR.

What if I don’t see a PNR on my e-ticket?
If the PNR is not visible on your e-ticket, it indicates that the carrier has not yet issued it. In such cases, we will send you a new e-ticket containing the PNR once it becomes available.

If your booking confirmation takes longer than expected, it might be due to manual carrier reservations, high booking volumes, or technical issues. We prioritize trips with upcoming departures and aim to confirm your booking within 24 hours. You'll receive notification once it's finalized.

If you've booked a trip with incorrect traveler details or provided inaccurate information such as passport or ID numbers, you can request a change later on.

It’s usually possible to make corrections to the traveler’s name, but the exact conditions depend on the specific carrier. Some carriers only allow small corrections and ask a full price of the ticket (or more) if you want to completely change the name.
You can request a change up to 48 hours before the trip:
We’ll check the possibilities and conditions with the carrier(s) and get back to you with a price.

If a carrier charges for seat selection and you don't have a preference, you can opt out and get a free seat assigned during check-in. Seat selection is available during booking or up to 48 hours before departure for carriers that offer it through our platform. Otherwise, seats are assigned at no extra cost during check-in. For any special requests, you can reach out to us or inquire at the carrier's check-in counter.
 

You can add an infant at two stages of the booking process:
1. When you search for your trip
2. When you book your trip

When traveling with an infant, you can usually bring a collapsible stroller and baby equipment, but rules vary by carrier. Our booking page and the "Baggage" section in your existing booking will indicate if a stroller is allowed. Check with the carrier for exact conditions and dimensions.

When you change your trip, we always send you an updated e-ticket with your new itinerary details. You’ll see your additional services there.

You can order in-flight meals once your booking is confirmed 
Conditions
You can only order one meal per passenger.
It's not possible to change the order afterwards.
If you don't see a meal available for your flight, contact us, and we'll book it for you. 

Sign in to your account and access your trip details. Go to Additional services > Special assistance to describe your request.
Confirmation will be provided within 72 hours, along with a payment link if applicable. Note that orders for additional services cannot be placed within 48 hours of your flight.
What is special assistance?
Airlines and airports may provide assistance for the elderly, unaccompanied minors or people with disabilities.
 

Select the city or enter the address of the hotel in the "From" field, indicating the location from which you require transportation to the airport. The price is not affected by the specific address from which our driver picks you up, as long as it is within the city. Enter the name of the airport in the "To" field.

Please ensure to calculate your pick-up time considering the estimated time en route (as indicated on the website) plus an additional 3 hours for airport check-in. This will help ensure you arrive at the airport with ample time for check-in procedures.

For transfers from airports or railway stations, it's advisable to designate your flight arrival time as the start time of your transfer. This allows the driver to better coordinate the meeting, enhancing convenience for both parties.
Please note: if you have been notified of a change in your arrival time, kindly inform us immediately. This will allow us to promptly negotiate any necessary urgent changes with the carrier.
For transfers from a hotel to an airport, please specify the time you need to be met at the reception. You will need to calculate the departure time yourself. We suggest allowing an additional 3 hours for airport check-in and transfer duration. The approximate time required for the driver to arrive at the airport is provided on the booking page.
For instance, if your flight departure time is 14:00 and the estimated travel time specified on the site is 1 hour, the pick-up time should be 10:00.
 

The duration of the transfer can be found on our website and in the voucher confirming your booking (PDF file, available for download after booking).
Please note: the duration provided is approximate and may vary depending on factors such as traffic, time and date of transfer, and public holidays.

Kindly make any necessary changes to your order in advance if you receive updated information about the traffic situation.

When booking a transfer from the airport, it's essential to provide your flight number, including both the letter and numeral parts.

For instance, SU1870 constitutes a full flight number, while 1870 alone is incomplete.

Please ensure accuracy when providing your flight number, as an incorrect number will hinder our driver's ability to follow and track your flight.

The minimum pre-order time depends on the vehicle class selected:

For Premium class or Minibus with seating for 10, 13, 16, or 19 passengers, bookings must be made at least 24 hours before the trip.

For standard vehicle types such as Micro, Economy, Comfort, Minivan with seating for 4 passengers, or Minibus with seating for 7 passengers, transfers must be booked at least 16 hours before the trip.

For trips starting later than the specified times above, urgent bookings can be made. However, it may take some time to arrange a car. We will notify you as soon as possible regarding service availability.

Please provide the precise address of your destination or the name of your hotel.

Note: The address of your hotel is typically listed in the hotel voucher, which is a document confirming your booking and is sent to you after reserving a room.

When booking a one-way trip, you can also arrange your return transfer simultaneously. Simply indicate the date and time for the return transfer in the designated field within the booking form.
If your return transfer route differs from your previous trip, you'll need to make two separate reservations.
 

Upon completing your booking, you will receive a confirmation email containing a voucher with your booking number and all relevant journey details.

If you haven't received this confirmation email, please reach out to our manager via email at [email protected] or through our online chat for assistance.

Upon completing your booking, you will receive a confirmation email containing a voucher with your booking number and all relevant journey details.

If you haven't received this confirmation email, please reach out to our manager via email at [email protected] or through our online chat for assistance.

You can submit your request on our website. Simply enter your route in the search form and select your preferred vehicle type from the options provided on the page.
Please note: Requesting a ride is not the same as making a transfer booking. It is simply a request for a driver's offer.

Submit your request by completing the form provided. You can also specify any additional requirements in the Commentary field. Drivers will receive your request, determine the price and available vehicles, and provide you with their offers. You can then review the options and choose the one that best suits your needs.

Please note: The suggested price does not include a nameplate, and the standard waiting time is 15 minutes. If you require a nameplate or additional waiting time, please specify this in the Commentary field.

We advise reaching out to our Support Team for assistance. Alternatively, you can book a transfer with a fixed price directly on our website.

Please note: Drivers can offer prices and vehicle options if they have this capability. However, the price offered may not differ from the fixed price available on the website.

There are two methods to change your booking:

1.    Through your personal account, at least 24 hours before the trip. To access, click on the personal account link in the email we sent you and set your password.
2.    By contacting the support team if less than 24 hours remain before your transfer.

Note: Changes requested less than 1 day before the trip may be declined.

Every child, regardless of age, is considered a passenger, so please include them when entering the number of passengers during booking.

You can specify the type of child seat you require when entering booking details, noting that child seats are available for an additional fee.

For groups of children under 18 years old, especially groups of 8 children or more, it's recommended to contact our support service before booking to obtain precise information regarding the cost and conditions of the transfer

In most countries, child seats are mandated by law for the safety of children during transportation. Failure to use child seats can result in penalties.

If you do not book a child seat, the driver may refuse to provide the transfer service.

We ensure to provide a car of the selected class or a higher comfort or capacity. The rules for class changes are as follows:

1.    Micro class may be replaced by Economy, Comfort, Business, Premium, Minivan 4pax, Premium Minibus 6pax, or Minibus 7pax classes.
2.    Economy class may be replaced by Comfort, Business, Premium, Minivan 4pax, Premium Minibus 6pax, or Minibus 7pax classes.
3.    Comfort class may be replaced by Business, Premium, Minivan 4pax, Premium Minibus 6pax, or Minibus 7pax classes.
4.    Business class may be replaced by Premium class.
5.    Minivan 4pax class may be replaced by Premium Minibus 6pax, Minibus 7, 10pax classes.
6.    Minibus 7pax class may be replaced by Minibus 10 and 13pax classes.
7.    Minibus 10, 13, 16pax classes may be replaced by a Minibus of a larger capacity.
Please note: The car makes and models shown on the website are for general reference and may vary. The cars are unbranded, meaning our logo is not present on them.

The capacity of each car is displayed on the website.
A standard piece of baggage is defined as a bag or suitcase with dimensions not exceeding 158 cm in length, width, and height.

Hand luggage can typically be accommodated inside the car.

Please note: If you are traveling with non-standard baggage, such as skis, snowboards (for transfers to ski centers), bikes, prams, wheelchairs, large suitcases, golf clubs, etc., please contact us via email at [email protected] or through our online chat to select an appropriate car class.

Upon discovering that your flight is delayed by more than 30 minutes, please promptly notify your driver or Kiwitaxi support manager. You can reach us via email at [email protected], through our online chat, or by calling +442080682801.

Kindly provide the order number along with the updated arrival time.

If your flight arrives ahead of schedule, it's likely that your driver with a name sign will not be at the meeting point yet. Kindly wait for the driver at the designated meeting point as stated in the voucher.

To expedite the meeting process, you can also contact the driver by phone or via SMS.

Please note that if you opt for local taxi service instead of waiting for your designated driver, we will be unable to refund the amount.

Transporting animals must comply with legal regulations. Animals must be transported in a portable carrier and possess all required medical certificates and documentation according to the legislation of the destination country.

Note: Failure to comply with regulations may result in the driver refusing to provide the transfer service. Additionally, the carrier company reserves the right to request compensation for any damage to the vehicle incurred during the trip.

Please be advised: Your driver will be waiting for you holding a sign with your first and last names, as provided during the booking process.

For airport pickups, your driver will meet you at the arrivals area exit or at a designated meeting point. The specific location will be detailed in the voucher sent to you after booking.

For hotel pickups, your driver will be waiting in the hotel lobby.

Detailed instructions for meeting your driver are included in the booking confirmation voucher.

The day before your transfer, we will email you the phone number of your driver.

Note: If your flight is delayed by more than half an hour or rescheduled, or if the baggage claim takes longer than expected, please call or text the driver to inform them.

If you're unable to locate your driver, please double-check the signs for your name. If you still can't find them and haven't heard from the driver, contact our support team for assistance. As a last resort, you can book a taxi from the airport or seek alternative transportation. Rest assured, if the driver fails to meet you, we'll arrange a refund for you.
 

Upon cancelling your booking, an email confirming the cancellation should be sent to you. Ensure to check both your inbox and spam/junk mail folders. If you haven't received the confirmation email within 24 hours, it's advisable to reach out to the property directly to verify that they have processed your cancellation.

If you have a booking with free cancellation, you won't incur any cancellation fees. However, if your booking is no longer eligible for free cancellation or is non-refundable, you may be subject to cancellation fees determined by the property. Any additional costs related to the cancellation will be paid directly to the property

You can find the cancellation policy of your property in your booking confirmation.
 

If you haven't received confirmation of your booking and wish to cancel it, you may still have the option to do so. Upon signing in to your account and accessing your trip details, you should find a "Booking cancellation" button located in the upper-right corner. From there, you can proceed to request a cancellation and a refund.

Once your booking has been confirmed, you will find a "Refunds & cancellations" button instead. You'll need to adhere to our regular policy for changing or canceling your trip. Please note that refund options will vary depending on the ticket type selected during the initial booking.

To cancel your trip and request a refund through your , simply sign in, access your trip, navigate to the Changes & cancellations section, and click on Refunds and cancellations.

Alternatively, you can cancel your trip directly through the carrier. For further details on this process, please refer to this link.

We've introduced our own virtual ticket conditions to streamline your change and cancellation options for all trips, regardless of carrier policies.

When booking with us, you can choose from 3 ticket types, each with different conditions for changing or canceling an active trip.

Flexi Cancel allows you to cancel your trip up to 48 hours before the scheduled journey. Please note that partial cancellations are not available; you can only cancel the entire itinerary for all passengers.

Upon cancellation, you'll receive a refund equivalent to 80% of the total ticket costs, including the ticket fare, seating and baggage fees, as well as the prices of other services offered by the carrier.

You have the option to cancel your ticket directly with the carriers if you prefer. However, it's important to note that their policies and our booking procedures may differ, so receiving a refund may not always be possible.
 

Once requested, additional services cannot be canceled or transferred to another passenger.
When you request a service, we coordinate with the carriers to arrange it. However, as most carriers do not allow cancellations of extras, we are unable to provide this option. Additionally, our service fee is non-refundable.
Travel insurance
You can cancel your travel insurance up to a specific date. Read more in the Travel insurance article.

You have two options to cancel your booking:

1.    Through your personal account, at least 24 hours before the trip. Access your account by clicking on the personal account link in the email we sent you and set your password.
2.    By contacting the support team if there is less than 24 hours before your transfer.
Please note: In the event of an urgent cancellation, we may not be able to refund your prepayment. The free cancellation period is specified in the email and on the Change/cancellation of booking page.

You can cancel your booking and receive a full refund under the following conditions:

1.    For Class 1 vehicles (Micro, Economy, Comfort, Minivan with 4 passengers, Minibus with 7 passengers): Within 5 hours before the transfer.
2.    For Class 2 vehicles (Business, Premium, Premium Minibus with 6 passengers, Minibus with 10, 13, 16, 19 passengers): Within 24 hours before the transfer.

If you cancel your booking less than 24 hours before its scheduled start time, penalties may apply as per the Terms and Conditions.

Refunds will be issued using the same payment method used for the booking, and typically take 5-7 business days to process.

If your booking was cancelled more than 24 hours before the transfer, the prepayment will be refunded within 5-7 bank days.

If you haven't received the refund within this timeframe, please check the history of your balance.

If there is no notification about the refund, please contact us via email at [email protected] or through our online chat.

We accept VISA, MasterCard and Apple Pay. This payment systems provide the safety of money transfers according to international standards. Data is entered on a secure page, which is a payment gateway. This guarantees the safety of your data and money transfer.
 

Yes. The payment is received by the bank, certified by VISA/MasterCard.
 

We advise you to pay in the currency specified in your voucher.

Important note: you should prepare the required amount in cash in advance.

You can discuss payment in another currency with your driver, but he/she has the right to refuse and ask you to exchange money.

When booking a taxi transfer from the airport to the city, the price typically covers a specific waiting period after the scheduled arrival time, usually around 1 hour 30 minutes. If your flight is delayed by less than 30 minutes, the driver will monitor it and adjust their arrival accordingly. However, if the delay is longer, it's essential to inform the driver promptly using the contact details provided in your email confirmation.

Please note that if the waiting time exceeds the allotted period, the driver may request an additional fee for waiting.

For transfers from hotels, the price generally includes a shorter waiting period, typically around 15 minutes from the specified pick-up time.

The prices listed on the website are quoted per vehicle, not per passenger. The pricing remains consistent regardless of the number of passengers, as long as it falls within the specified capacity of the vehicle class. It's essential to note the maximum capacity of each vehicle class when making your booking.

With us, the pricing remains consistent regardless of weekends or time of day. This sets our service apart from local taxis and taxi services.

For instance, you can book a taxi transfer from the airport to the city for any day at the current price listed on our website. The only restriction is the minimum booking time, which you should check beforehand.

Note: Prices may increase during holidays or major events like New Year, Olympics, or World Cup due to higher demand.

Please contact us at [email protected] and describe the payment problem you're experiencing. We will endeavor to resolve the issue promptly. Additionally, we suggest trying the following troubleshooting steps: switching to a different web browser, restarting your device, or attempting to make the payment using an alternative method if available.

The cost of a trip change is determined by the carrier(s) and your fare type

There are established security measures and strategies that can help you evade online scams:

⦁    Verify sender authenticity: Check the sender's email address carefully to ensure it is from a legitimate source, such as "@reserva-hotels.com".
⦁    Don't click on suspicious links: Avoid clicking on links within the email, especially if they appear unusual or direct you to unfamiliar websites.
⦁    Avoid providing personal information: Reserva-hotels will never ask you to provide sensitive information via email. Be cautious of any requests for personal or financial details.
⦁    Verify the email content: Look for grammatical errors, spelling mistakes, or inconsistencies in the email content, as these can be signs of a phishing attempt.
⦁    Use official channels: If in doubt, contact us directly through our official website or customer support channels to verify the authenticity of the email.
⦁    Report suspicious emails: If you receive a suspicious email claiming to be from Reserva-hotels, report it to our customer support and delete the email immediately.

No, it is not safe. Reserva-hotels.com will never ask you to share credit card or gift card details over the phone. If someone requests payment via gift card or asks for credit card information over the phone, it is likely a scam.