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  • Spain Tel: 902 33 42 33
  • International: (international code +34) 965 856 694
  • Fax: (international code +34) 965 856 551
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Send us an email. Only non urgent questions. We respond to inquiries within 48 hours.

FAQ: Frequently Asked Questions

  • 1.
    Does the airport transfer take us directly to our accommodation?

    With private transport, the vehicle shall take you to, or pick you up as close as possible to your accommodation, taking into account the physical characteristics of the vehicle and access to the contracted address.

    Occasionally it is not possible for access reasons (narrow or pedestrian streets, private estates, or type / size of vehicle physically not allowing a nearer approach, police requirements, meteorological conditions like snow blocking access to hotel, etc. ) in this case you will be dropped and collected at the nearest available point

    With shared shuttle services you will be transferred to your accommodation or the nearest pick-up / drop-off point to your accommodation.

    With Public transport you will be dropped off and collected at predefined bus stops, bus stations, etc.

  • 2.
    How will we find our transfer service at the airport?

    Once you complete your booking, you will be issued a voucher with full instructions on how to meet your driver and where he/she will be waiting for you.

    Some airports have reception desks, at other airports the driver will meet in the arrival hall, at other airports you may be requested to go to the coach bays (usually group bookings). Each supplier at each airport has a different set of instructions. These instructions are integrated clearly into your booking voucher and include all details you need to make your transfer hassle free.

    You will also have 24 hour telephone contacts issued on the voucher in the event that you should still have problems finding your driver.

  • 3.
    What is the difference between shared Shuttle and Private transfer?

    We offer the following types of transportation:

    Private hire with driver:

    These transportation services are provided to the customer and his party according to the individual time and route requirements of the customer. The customer and his party will not travel with any other party. As soon as you have met your driver you will depart for your destination. No waiting for other parties and no additional stops.

    Shuttle or shared ride:

    These transportation services are provided to pre-booked customers on vehicles operating on flexible routing and flexible departure times. The customer and his party will travel in a vehicle shared with other customers on a vehicle most convenient to the Supplier.

    Public transport:

    These transportation services are for use by the general public operating on a predefined route and predefined schedule. The customer and his party will travel in a vehicle shared with other customers and members of the public.

    Car Rental or Car Hire without driver:

    Transportation is offered as car rental without driver for short periods of time.

  • 4.
    If our flight is delayed, will the transfer be waiting for us?

    Yes, flight arrival times are monitored.

    If you have problems collecting your luggage or clearing immigrations, please call your supplier or the Customer Care telephone number supplied on your e-mail confirmation of booking.

    In respect of flight delays, diversions, missed connections when the transport service originates from the airport, the waiting policy is:

    Flight Delays:
    • Private hire with driver: Flight delays from original scheduled flight time of up to 3 hours are included. With Flight delays over 3 hours you must contact the Supplier to request the vehicle be kept waiting. An additional fee is payable in advance of the transport service. If you do not do this, the service will not be provided.
    • Shuttle or Shared ride: You will be offered transport on the next available shared service.
    • Public Transport: You will be offered transport on the next available scheduled service.

    Please do not send us an e-mail to advise of delays as e-mails are queued and we may not read your mail until it is too late.

    Flight Diversions:

    The airline will transport you to the scheduled airport, and the delay policy above applies.

    Flight Cancellations, missed flights and missed connections:

    Please refer to our cancellation policy.

  • 5.
    How long will our transfer take?

    We give an indication of the distance and driving time between transfer points at the moment of booking. This information is supplied as a guidance only and not as commitment.

    The Supplier retains absolute discretion to choose the actual travel route to your destination, and it may not necessarily be the most direct route or use toll roads.

  • 6.
    We would like to arrive at the airport well in advance of our flight. How can we ensure this will happen?

    We aim to transfer passengers between 2 and 2 ½ hours prior to flight take off.

    Most airline companies open their check-in desks 2 hours prior to flight take off, and close check-in 40-45 minutes prior to flight take off.

    Ensure that the date, time and location on your voucher or subsequent e-mail allows you to arrive at your departure airport at least 10 minutes before the checked desk opens.

  • 7.
    We want to travel from town to airport. How do we book?

    At the top of the booking form, you have an option to select 'From Town'. On selecting this option your journey will originate from the Town you select and you will be travelling to the airport of your choice.

    In the event that you do not find your destination in the drop down selection box, please use our advanced search feature that will find all other destinations not listed. Again you have an option to travel "From Town" if you will be starting your journey from a town to an airport.

  • 8.
    Should I put our flight arrival / departure times down taking on your time difference?

    You should provide us with the times as shown on your flight tickets, without modifying.

    All pick-up times will be calculated automatically and confirmed to you on your booking voucher.

    You must check the details on the voucher as soon as you receive it. Please notify us of any errors immediately as it may not be possible to make changes later. As a booking agent of the Supplier, we will forward your service booking request to the Supplier.

    Please check the date, time and location on your voucher or subsequent e-mail communication from us for the pickup details of your transport service. You must ensure that the arrival time at the departure airport allows you to arrive least 10 minutes before the check-in desk opens (not closes) and under no circumstances less than two hours prior to the scheduled flight departure time.

  • 9.
    How much notice will you need for us to book?

    It is advisable to book at the same time you book your flights. Most destinations are bookable up to 24 hours prior to arrival; some suppliers will accept less notice.

    It is highly recommended to book as early as possible, as we occasionally have to block out certain dates and/or times due to running out of transportation vehicle availability.

  • 10.
    What is the baggage policy for transfers?

    Each passenger may carry one piece of baggage with a maximum weight of 20 kg (maximum combined size of 158cm) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).

    Any excess baggage must be declared when you make a service booking request.

    The vehicle to transport you will be adequate for the number of people travelling and luggage contracted. Any excess luggage must be declared at the time of booking.

    In the event of additional vehicles being required to transport an excess of undeclared luggage, the passenger will be held responsible for covering any additional costs.

  • 11.
    How long will the driver wait for us to clear customs?

    The driver will normally wait up to 60 minutes after your flight has landed before making enquiries with the airline, customs or immigration. After this procedure and if there is no sign of the passenger the driver will leave the airport.

    If you are delayed in customs, immigration, baggage collection or lost luggage please call your supplier to ensure that your driver will wait. You will find your supplier details on your voucher.

    If you foresee that you will take less time (only hand luggage) or more (reduced mobility, etc) please advise us at the same time you book.

  • 12.
    Do you cater for baby seats?

    Yes, we can cater for baby seats at certain destinations. Not all destinations have baby seats available.

    When booking if the supplier and the vehicle type have the possibility to offer baby seats this option will be offered during the booking process.

    Please note that transfers by mini bus or coach do not travel in a special seat.

    Baby seat option is only available on Private Transfer services, not Shared Shuttle services.

    You must tell us if minors are included on your service booking request. You are obliged to use the child car seats provided, but we encourage you to bring your own for your children, as standards vary in different countries.

  • 13.
    My credit card keeps getting rejected. Why?
    There may be a number of reasons why your card has not been accepted. These include:
    • You may simply have entered an invalid card number. The most likely reasons for this are that you have mistyped the card number or missed some of the digits, or you have not entered the card number we need. Please try again, checking your typing carefully.
    • The card type you have specified (e.g. Mastercard, Visa) does not appear to match the card number supplied. Please go back and check that the card type selected is correct
    • Your card may be of the type that requires the cardholder to be present,and is therefore not suitable for telephone/Internet bookings. Try an alternative card.
    • Your bank may not allow internet bookings on your card, some banks block internet bookings automatically. Please contact your card issuer.
    • Your bank has declined to authorise payment for this amount. Please contact the issuing company of your card.

    We accept bookings made with the following credit card companies: American Express, Visa, Visa Delta, Master Card, Diners and JCB.
    We do not accept debit cards (Switch, Maestro, etc).

    Credit Card payments are processed live with the bank.

    The Credit Card information that is requested to authorize your transaction is the following:
    • Name of the person that appears on credit card
    • Card number, all the numbers that appear on your card
    • Expiry date, when your card expires and must be renewed. Sometimes this is expressed as two digits slash two digits (xx / xx) they correspond to month / year
    • Bank, the name of the bank issuing your card. Sometimes with co-branded cards you can find the name by looking on the back side of the card, where the issuing bank will be mentioned.
    • CVV2 / CVC2, Sometimes it is know as CSC (Card Security Code) This is the Credit Card verification code required for all transactions. The CVV2 number can only be known by the person that is actually holding the card and is not stored anywhere. On Visa, MasterCard, Diners Club cards this number is located on the back side of the card, near the band where you sign. You should use the last three digits of the number you will find there. This is the CVV2. The exception is for American Express cards, where it is located on the front side of the card, and is a four digit number you will find on the top right hand side.
    • Banking correspondence address. This is the address where you receive your bank statements. The address is also verified.

    If you still have problems, please contact the issuing bank of your card, as the payment is not being authorized by your bank. Advise the bank of date and time you tried to make your booking and they will be able to advise why the operation is being rejected.

  • 14.
    I want to cancel my booking. How do I proceed?

    By accessing your booking on line in the "My Booking" section you can modify and cancel your booking.

    When you press Cancel, we receive your cancellation request, and you will be issued an automatic e-mail advising you that we will proceed to cancel your booking in the next two working days.

    Once your booking has been revised, and the cancellation processed, you will receive a second e-mail confirming your cancellation definitely.

    If you can't access your booking on line, because there are less than 48 hours prior to the first booked service, please call Customer Care.

  • 15.
    We are travelling with a baby buggy. How do we book this?

    Travelling with babies and young children implies extra preparation from your side: All his / her clothes, the push chair or baby buggy, maybe even a travel cot.

    To ensure you travel as stress free as possible, please pack all items correctly. Remember that each passenger has a limited luggage allowance per person, so your child also has one piece of luggage available: this can go for the baby buggy.

    If you are travelling with a lot of luggage, please read our baggage policy, and if you believe you will be travelling with more than the allowed luggage, please select the number of additional pieces of luggage you require.

    The type of vehicle that will transport you will be calculated automatically according to number of people travelling with standard luggage plus any optional extras you choose. This will determine the size and capacity of vehicle.

    In the event of additional vehicles being required to transport an excess of undeclared luggage, you will be held responsible for covering any additional costs.

  • 16.
    I have not received my confirmation e-mail. Can you send it to me?

    You may always view your booking and re-print your voucher by login in to My Booking.

    Some e-mail may not be received due to anti-spam filters. Please check your mail client and your Internet Service Provider policies (ISP).

    If you received a booking reference on screen, your booking is confirmed. Failure to receive the receipt e-mail has no bearing on the status of your booking.

    If the initial (almost immediate) attempt to deliver your receipt e-mail fails, the system will continue to attempt delivery for up to 5 hours. If e-mail cannot be delivered after this time - because the address does not exist, your mailbox is full, or your mail server is not accepting mail or is unreachable - delivery attempts cease.

    Around 200 e-mail receipts a week go undelivered, largely because of typing errors in the e-mail address supplied. Please enter your e-mail address carefully!

  • 17.
    Can I book if I don't have a credit card?

    We only accept booking payments by credit card.

    We regret we do not accept cash, payment on arrival, or bank drafts.

  • 18.
    How do I change or cancel a purchase?

    In many cases, depending on which product you purchased, you can make a change or cancellation on your own by accessing the "My Booking" section where you can make changes on-line.

  • 19.
    I want to change my booking. How do I proceed?

    You may modify your booking at any time up to 48h prior to your arrival date, simply by logging in to "My Booking" section that you may find in the top navigational menu on the web page.

    Once you have logged successfully in you may modify practically all details of your booking: number of passengers, destination, hotel address, flight details and personal details.

    You can also re-issue your voucher from the "My Booking" section.

  • 20.
    How do I make a complaint?

    If you have completed your booking and need some information, clarification on charges applied, or wish to make a complaint, you may well find the answers to your questions via these web site Help pages. If not, you can contact our Customer Relations team by contacting us by E-mail, who will be happy to investigate and resolve your issues for you.

    If you do wish to contact Customer Relations, please note that:

    Viajes Alameda acts in partnership with internationally based accommodation, excursion suppliers, car rental and coach company businesses, and we will to refer to them in order to fully investigate the issues raised. We will aim to resolve your enquiry within a period of a working month, dependant on the conditions of the claim, the information received from all parties involved (allowing for a recognised period of time for all parties to respond), and would therefore ask that you to be patient until these matters can be concluded and resolved.

    Once a complaint has been received, a member of the Customer Relations team will be in touch with you, either by phone, E-mail or letter to request any further information and documentation that we may require in order to resolve your enquiry effectively. With this in mind, and if you have not already done so, it would help us if you were able to forward all relevant information.

    Please note that all Viajes Alameda / Shuttle Direct systems use our booking reference as our prime form of identification. It would be helpful and save time if you could ensure that this reference number and the surname of the lead passenger are clearly visible on all documents sent to us.

    Preferably use our e-mail form at the top of the page to contact us, where your message will be tracked and dealt with as soon as we have all information collected.

    If you would like to contact us by traditional mail you can may send a letter to:
    Customer Support
    Viajes Alameda, s.a.
    Via Emilio Ortuño, 15
    03501 Alicante
    (Spain)
  • 21.
    I have sent an e-mail to you, but you do not answer.

    You most likely have used an unattended e-mail box.

    All e-mail generated automatically at the moment of your booking is unattended. If you try to contact us by replying to one of these e-mails you will get an error message returned to you.

    To contact us, please use our e-mail contact form available on the help page. Your questions will be queued and sent to the appropriate department.

  • 22.
    I want to change my booking but there are less than 48 hours prior to my arrival. How do I change it?

    If there are less than 48 hours left prior to your arrival, please call our Sales Department, who will assist you.

    Additional charges may incur.

    If there are more than 48 hours prior to arrival you may modify your booking directly online, by accessing the "My booking" section.

    Once you have logged successfully in you may modify practically all details of your booking: number of passengers, destination, hotel address, flight details and personal details.

  • 23.
    What happens if I can’t find my driver at the airport?

    You have full details and telephone number of your supplier on your voucher. Please call your supplier and you will be directed to your driver.

  • 24.
    I would like to confirm my transfer.

    You may view and confirm your transfer at any moment.

    Simply log on to MyBooking with your e-mail and confirmation number, and view your booking as it is currently standing with us.

  • 25.
    I would like to book for today / tonight, but the system does not allow me. Can you help?

    We only accept bookings up to 24 hours prior to arrival.

    We do not accept bookings under the 24 hour limit either by telephone.

    You may like to consider booking your return journey only.

  • 26.
    Is ground transportation cheaper for babies and children?

    No, unfortunately we have to charge for all passengers.

  • 27.
    How can I send on my thanks?

    We are always grateful for any feedback regarding your experience with us and it is, of course, always nice to receive positive comments.

    If you would like to write to us regarding our staff or our services, you can do so by contacting our Customer Support team either by e-mail or by traditional mail by sending a letter to:

    Customer Support
    Viajes Alameda, s.a.
    Va Emilio Ortuno, 15
    03501 Benidorm
    Alicante (Spain)

    If there is a particular person from whom you feel you received excellent service, please let us know their name, so that we can pass your compliments on to them personally. Please also remember to add your surname, booking reference number and/or your dates of travel when contacting us.

  • 28.
    Is it safe to use my credit card over the Internet?

    Using your credit card to make purchases via our web site is a secure way to pay for your bookings- as safe as booking through our telephone reservations centre.

    We have put a number of security steps in place to give you, the customer, total confidence when purchasing your airport transfers over Internet.

    All sensitive information, including personal details as well as credit card information, is kept confidential through the use of our secure server software (SSL). This means that information can only be exchanged between you and us, and that no third party can access this data. The padlock symbol on your browser shows which pages are covered by this security system.

    We do not retain live records of credit card information on our web servers after the transaction has been completed (i.e. you will need to enter your details each time you book over the Internet).

  • 29.
    I have lost my e-mail confirmation, could you please send me another one?

    If you have the confirmation number; simply log on to MyBooking and re-send yourself by e-mail your confirmation or print your booking. In the event you do not have your confirmation number contact us on our web form with the date of your travel, destination and lead name. We will re-issue confirmation to the e-mail we have on file.

  • 30.
    One of our party is disabled and has a wheelchair. Can we use the transfer service?

    We have over many years welcomed disabled travellers, providing help and assistance.

    When booking, if you are travelling with a wheelchair and the destination has the option for wheelchair, it will be shown in the "Optional extras" on step number 3 of the booking process as "Foldable wheelchair , not electric" please select and continue your booking.

    If you will be travelling with Motorized Foldable Wheelchairs or an Electrical Disability Scooter, these are considered as baggage, and our normal luggage allowance must be taken into account.

    "Optional Extras" are only available on Private Standard Transfers, not on Shared Transfers.

    This service is for reduced mobility passengers. Some mobility will be required from the person in the wheelchair to get in and out of the vehicle.

    Specially adapted vehicles for people without mobility may be booked at some destinations, but only ON REQUEST due to the limited availability of these vehicles. We request you contact us with your travel dates prior to booking to verify availability and pricing.

  • 31.
    Booking Terms & Conditions

    To view our booking Terms & Conditions please follow this link.

  • 32.
    Can you advise the mode of transport on offer?

    The category of vehicle in which the transport service shall be provided is not guaranteed and the Supplier has absolute discretion to substitute the vehicle. Sometimes the vehicle may need to be substituted if it means that the service can be provided in circumstances where it would not otherwise be possible.

  • 33.
    We will need to stop and pick up our apartment keys at a key collection office. Can we continue to the apartments?

    Yes, there is no problem for a BRIEF stop to collect keys (5 minutes maximum) and continue to your accommodation IN THE SAME RESORT. If the key collection point is further than your actual destination, you must book the furthest point the vehicle will have to travel.

    Please note this service is not available in cities and capitals, only tourist resorts.

    It is imperative we are advised at the time of booking indicating the address of the key collection office and local telephone number.

    Key collection is only available for private transfers.

  • 34.
    Our group comes on different flights, but would like to return to the airport together. How do we book?

    We recommend you book independent arrival journeys from the airport, and one single return booking for all the group. Flight details must be of the earliest departing flight.

  • 35.
    Could you provide your emergency telephone contact number should the driver not be at the airport?

    Once you complete your booking you will be able to access your voucher.

    On the voucher you are issued complete and detailed instructions on where and how to meet your driver. You will also find local telephone numbers and our own 24 hour contact numbers.

  • 36.
    We are two parties arriving at different times, and would like to travel together in the same vehicle. How do we do?

    We do not recommend booking of this type, as the transport service will wait only for the flight booked. If there are any delays from the other party joining (and delays do happen!), the service may not be provided.

  • 37.
    I have walking difficulties, so it may take me a while to come through. Will the driver wait for me?

    Yes, the driver will wait. If you foresee an extended delay, please advise us at the time of booking, so we can advise your supplier.

  • 38.
    I will be travelling with my pet. How do I advise you?

    Transportation of a much loved pet (cats and dogs only) can be a worrying experience. We are happy to cater for pets accompanying their owners.

    You must have a correctly sized container to carry your pet, otherwise we may refuse travel for your pet. The following requirements must be met:

    • The container must be large enough for the pet to stand up, turn around and lie down in a natural manner. Your pet will be in the container for some time and therefore, it should be as comfortable as possible.
    • The container must be strong enough to protect the pet during transport, be secure enough to contain it and have sufficient ventilation on all four sides to ensure the air quality in the container will not deteriorate.
    • The door must be secured in such a manner that it will not open accidentally or your pet cannot open it during handling and transport.
    • Your pet's nose and paws should not be able to fit through any ventilation opening or door mesh.
    • The container must have a water pot and a food container accessible from outside.
    • Fibreboard or wire mesh containers are not suitable for air transportation.
    • Detailed instructions on the container specifications can be found in the IATA (International Air Transport Association) Live Animals Regulations. Most pet stores and many kennels sell containers or they can be made to measure to the IATA specification.

      How do I make my booking?

      You will have to advise us at the same time you make your booking. You will also need to indicate the dimensions and weight of the container (container weight must include weight of your pet).

      Please note normal baggage restrictions apply, and you will most likely require to book additional luggage space so we position the correct type of vehicle.

      Unaccompanied Pets are not currently catered for.

      Pets are transported at owners own responsibility. Any transportation to pets normally produces stress to your animal and must be taken into account if you have a very sensitive animal.

  • 39.
    I would like to book for tomorrow, but the system does not allow me.

    We only accept bookings up to 24 hours prior to arrival. We do not accept bookings under the 24 hour limit either by telephone.

    You may like to consider booking the return leg only.

  • 40.
    My computer crashed / The electricity failed when I was making a booking. Did it get through?

    If you saw a screen with a confirmation number, we have the booking.

    You should also receive an automatic e-mail. You can also log in to MyBooking to view and print your transfer details.

    If you still have doubts, please contact us with the following information:
    • lead name
    • the airport
    • resort
    • dates booked

    We will re-issue the e-mail confirmation for you.

  • 41.
    I am only bringing hand luggage. Will the driver be there as soon as I land?

    Drivers are usually waiting for you at the airport half an hour after the flight has landed. If you do not have any luggage, please advise us so the driver will be ready for a quick exit.

  • 42.
    I have lost my luggage; can you collect it for me later?

    All the airlines have handling agents. They will organize for any mislaid luggage at the airport to be forwarded to your resort address.

    Baggage left on board the transport vehicle shall be sent to the address given to us by you in the service booking request and you shall pay any additional charges.

  • 43.
    Can I bring a portable disability scooter?

    Battery operated wheelchairs and scooters are considered as luggage and normal luggage allowance must be taken into account.

    When booking your transportation, you will be offered optional extras on private transfers only.

  • 44.
    I have received and error saying my browser is very old. What does this mean?

    We try to make sure the site is as accessible as possible to the most number of platforms possible. But we are caught up in the dilemma to offer new features to our clients making your experience as enjoyable as possible or keeping as backward compatible as possible.

    To view the browsers we support click on the following link:
    http://www.shuttledirect.com/en/php/update_your_browser.php

  • 45.
    We will be arriving and departing from different airports. How do we book?

    For arrival and departure from different airports, you should make two different single bookings.

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