Frequently Asked Questions
123transfers.com FAQ – frequently asked questions
1 - Booking
Q: I chose the service, what information do I need to enter to complete your reservation?
A: Once you have chosen the service that you wish to book, you need to enter, inter alia, the following information in the appropriate fields:
- Total number of passengers, including children and infants.
- Address of the place of stay: we recommend to digit the exact name and full address of the destination, because many hotels and Resorts may have more structures with the same name, even distant between them. In this way you will avoid misunderstandings and unnecessary waste of time.
- Mobile number: although this field is not mandatory, we strongly recommend that you enter your mobile phone number including country code to which you will be reachable during your stay. This allows the service provider and 123transfers (via sms too) to promptly contact you for updates or changes to your service.
- Your home address: we require this field solely so that we can issue an invoice in accordance with tax legislation.
- Email address to send the confirmation email.
Q: I entered the data requested and completed the booking. What happens?
A: Once you have completed the booking and payment, you will receive an e-mail with attached the reservation voucher (where are all the details of the services booked and the data you inserted), the invoice certifying the payment received by us and instructions on how to proceed on arrival at the airport and departure from the resort to the airport.
We recommend you verify the accuracy of the information contained on the booking voucher and contact us if you encounter errors. The Supplier cannot be held responsible for any errors in the service due to incorrect information provided at time of booking.
We also suggest to carry two copies of the vouchers, as a copy may be retained by the supplier on arrival.
Q: I haven't received the email with the booking voucher and instructions for use of the service. What should I do?
A: If you have not received your confirmation email, please contact us urgently to the email address email@example.com or by phone at (+39) 393.1233.123, or go to the reserved area of the site by entering your email address and your reservation number. From this area you can view and print the documents relating to your booking.
Q: I can't find the transfer I need, what can I do?
A: If the transfer you seek is not listed in our offer, please send an e-mail to the address firstname.lastname@example.org indicating place of pick-up, destination and number of people. We will provide a quote within 24 hours.
2 - Payment
Q: When booking do I have to pay the total price of the service or just a deposit?
A: You must pay the total price of the service at the time of booking.
Q: Do you make further charges for payments by credit or debit card?
A: No, there is no additional charge for payment by credit cards or debit cards. We also accept payment by bank transfer or PayPal, but we will have to charge a Commission of 3% of the total.
To pay via bank transfer or PayPal please contact us at email address email@example.com.
Q: What credit/debit cards do you accept?
A: We accept Visa and MasterCard credit cards.
Q: Are credit card transactions secure?
A: The web pages dedicated to the entry of your personal information and credit card details for payment are protected through a 128 bit SSL encryption by X-pay CartaSi. Payments are made directly on the secure web pages of our Bank Cariparma. We do not see any data of your credit card and we do not absolutely store them in any way.
Q: I need an invoice for why society is a problem?
A: Absolutely not. After you have completed the booking and payment please contact our customer service. We will send you an invoice via email as soon as possible.
3 - Amend your booking prior to departure
Q: What happens if I change my travel plans prior to departure?
A: If you want to change the details of your booking as a result of a change in your travel plans prior to departure, please email us at firstname.lastname@example.org and we will make the change and send you a booking voucher updated as quickly as possible. If the change involves a change in the cost of the service as a result of a change of arrival (for applying night supplement for example), the path chosen, the number of persons carried, you will be required to pay the difference before the change to take effect.
Q: My flight has changed its flight plan. Can I amend my booking?
A: As soon as you are aware that your flight details have changed please contact our customer service. In most cases we will be able to modify your reservation. If the new arrival involves applying the night supplement, you will be required to pay the difference before you confirm the change.
If you do not wish to pay the difference, or you can’t change your booking, we will refund the paid in accordance with our terms and conditions.
4 - Booking cancellation
Q: Can I cancel my booking?
A: Yes, you can cancel your booking sending an e-mail to the address email@example.com. If you request cancellation up to 48 hours from the beginning of the first book, you will be refunded 100% of the amount paid. If cancellation is made less than 48 hours from the beginning of the first book as well as resulting from the booking confirmation voucher, there will be no refund. The reader is referred to as set forth in our terms and conditions.
Q: My flight was cancelled and I no longer need a transfer. Can I cancel my reservation?
A: You can cancel the booking in accordance with our terms and conditions.
5 - Flight Delay
Q: My flight is delayed. What should I do?
A: When possible, we monitor your flight/cruise ship arrival time, however as soon as you are aware of the delay of your flight, ship, please contact our emergency number printed on your booking voucher for your transfer is waiting for you upon arrival.
6 - Trip
Q: How do I find the private taxi I have booked?
A: After completing the purchase of the service chosen, you will receive an email with instructions on the driver's meeting place, along with our emergency numbers. In most airports, the driver will meet you at the arrivals gate with a sign with your name.
For departing transfer to airports, once inserted the time of your flight, the system will calculate automatically the time of pickup, whereas 2 and a half hours over the duration of the route, in order to leave enough time to complete the check-in procedures.
The times shown on our website and on the voucher are approximate and refer to trips in a normal day. If traffic conditions, organizational climate or entail variations in the time of the transfer, you may be contacted to change the sampling time.
Q: My transfer will accompany me to the chosen destination?
A: Suppliers of services booked in most cases provide a door-to-door service. In some cases it may be objectively not possible to do, for traffic restrictions due to pedestrian areas, road closures and the like. In these cases the driver will accompany you or will pick up at the point closest to your destination. The Supplier will not be responsible for transporting luggage.
Q: Will I travel along to someone else?
A: No, our services are private transfers, which guarantee the exclusive rental of the vehicle.
Q: What should I do if I cannot find my driver?
A: If you are unable to find the driver of your transfer, please call customer service number shown on your booking voucher, we will provide you with immediate assistance.
7 - Children
Q: Are children counted in the number of passengers of a vehicle?
A: Yes, both infants and children are counted in the total number of passengers of a vehicle, as they occupy a place.
Q: Can I rent a child seat?
A: For many destinations we can request child seats, but this service could result in the debiting of expenses. We suggest you to bring your own child seat, if possible. If you would like to rent one, we recommend that you send an email quoting your reservation number. We will respond within 24 hours. For more information about the transport of children, please refer to our terms and conditions.
8 - Luggage
Q: How much baggage can I bring with me?
A: You can bring with you a normal-sized suitcase per person plus a small carry-on. If you intend to travel with excess baggage, as large suitcases, skis, wheelchairs, strollers or else you must inform us when making a reservation, as it is generally called a surcharge to apply to normal service listing. If you proceed to book the service without informing us of that excess baggage, you may be required to pay the costs for transporting the same once in the target location.
Q: Should I bring with me a wheelchair. What should I do?
A: We do not anticipate charges for transporting folding wheelchairs, however before booking you must contact our customer service department to confirm that the service provider chosen can carry it. Once you have received the confirmation and made your booking, you will need to send us an email with your booking number to book the service properly.
Q: I left my baggage on board the vehicle. What should I do?
A: Please contact our customer service as soon as possible. If you left your luggage on board during the transfer to your destination, the supplier will contact you to let you all get at no additional cost, if possible. If you have forgotten your luggage on the return transfer you can send your baggage to your address via a courier, but you must pay before the luggage is sent.
9 - Insurance
Q: Do I need to take out travel insurance?
A: All suppliers selected by us are entitled to hire with driver according to the laws in force and are covered by insurance against public liability. However we suggest that you subscribe to, for your utility, travel insurance for the duration of your stay.
10 - complaints or suggestions
Q: Do I need to make a complaint. How can I do?
A: Our terms and conditions show the complaint procedure. We advise you to notify us of your complaint as soon as possible, in order to give full opportunity to understand what happened. We will answer you in the shortest possible time.
Q: I would like to leave comments or suggestions. How can I do?
A: Your suggestions are essential to improve our service. Please, send us an e-mail at firstname.lastname@example.org.