Question 1

How do I determine the pick-up time for my airport transfer?

Accepted Answer

Do not use your flight time as your pick-up time. The pick-up time is not the flight time, it is the time you want to be picked up or dropped off at the airport. Notes: It is your responsibility to set an appropriate pick-up time. Failing to account for the journey duration might result in missing your flight. If you are unsure how to calculate the journey time, please contact our customer service team for assistance. By ensuring you leave enough time for the journey, you can avoid last-minute stress and ensure a smooth trip to the airport.

Question 2

What happens if my hourly service ends in a different city than it started?

Accepted Answer

If you book an hourly service that concludes in a different city from the pickup location, there may be an additional charge to cover the distance required for the chauffeur to return. For more information, please contact customer services.

Question 3

How does an Hourly Service work?

Accepted Answer

If you would like to have a driver at your disposal for several hours, Transferhood offers an hourly booking option. For more information kindly get in touch with customer services. For the hourly booking option the ferry and toll fees are not included; those should be covered by the passenger during the ride.

Question 4

How do I apply a discount code to my booking?

Accepted Answer

You can enter a discount code during the third step of the booking process. Please note that discount codes cannot be applied to rides that have already been completed.

Question 5

How do I book a child or booster seat?

Accepted Answer

Booking a child or booster seat is simple: Select your vehicle class. After choosing your vehicle class, you can add a child seat or a booster seat during the second step of the booking process. Enter your child’s age and weight in the “notes for the chauffeur” so the appropriate seat is provided. Important notes: We cannot guarantee more than one booster and one child seat as not all partners can provide more than this amount. Make sure to add the seat to your booking during the process or contact Transferhood to add it within 24 hours of your trip.

Question 6

When will I receive the chauffeur's contact information?

Accepted Answer

You will receive the chauffeur’s name and contact information 8 hours before your pickup time. You can also start calling and texting the driver via the application 2 hours before the pickup time.

Question 7

What if I have more luggage than the baggage allowance for my booking?

Accepted Answer

The maximum luggage allowance displayed for each booking is based on safety regulations, and exceeding this limit is not recommended. If you have more luggage than the allowance, book enough vehicles to transport all belongings without exceeding maximum capacity. Chauffeurs may refuse service based on the amount of luggage. Excess baggage may result in additional charges. If you have questions, contact us at support@transferhood.com.

Question 8

Vehicle classes and capacity on Transferhood

Accepted Answer

Transferhood offers several vehicle classes. Capacities can vary by location; the booking flow shows exact allowances. Economy: up to 3 passengers Standard (Sedan): up to 3 passengers Van Standard: up to 7 passengers First Class: up to 3 passengers Van First Class: up to 6 passengers Minibus: up to 12 passengers We prioritize safety, and chauffeurs may refuse service if passenger or luggage counts exceed safe limits.

Question 9

How can I book a transfer for bulky items (surfboards, bikes, boxes, etc.)?

Accepted Answer

Yes, you can arrange a transfer for bulky items. For bikes and bike boxes, booking a Van Standard class is usually the best option. For surfboards and other large items, contact us at support@transferhood.com with item details.

Question 10

How do I add passengers to an existing booking?

Accepted Answer

If you need to add more passengers to your booking, our customer service team can assist. Increasing passenger count may require upgrading to a larger vehicle and could incur extra charges.

Question 11

Unable to find your booking in the app?

Accepted Answer

It may be due to duplicate accounts. Contact support with the email addresses of your accounts, your full name, and any booking numbers to merge accounts.

Question 12

How can I modify my booking?

Accepted Answer

Log in using the email and password from your confirmation email. You can change date, time, phone number, or flight number in your booking. For extra stops or address changes, contact Customer Service via chat or email.

Question 13

Is smoking allowed in Transferhood vehicles?

Accepted Answer

To maintain a pleasant environment for all passengers, our vehicles are strictly smoke-free. If you smoke in the vehicle, additional charges may apply.

Question 14

What about special routes, tunnels, and ferries?

Accepted Answer

Your booking includes standard highway toll fees. Fees for specific routes such as tunnels or ferries are not covered and may need to be paid by the passenger at the time of travel.

Question 15

How to reach our customer support team

Accepted Answer

If you still need direct assistance, you can reach our Customer Care team 24/7 via chat or email. Email: support@transferhood.com

Question 16

Where will the driver meet me at the airport?

Accepted Answer

For many airports, chauffeurs wait in the arrivals hall of the relevant terminal holding a sign with your name. If circumstances change, the driver will contact you with pickup instructions.

Question 17

What is your cancellation policy?

Accepted Answer

Free cancellation is available up to 24 hours before the scheduled pickup time. Cancellations made less than 24 hours before pickup (or no-shows) are non-refundable. In case of free cancellation, refunds are typically processed within 5–7 business days.

Question 18

Why has my credit card been declined?

Accepted Answer

Declines can happen due to bank approval, incorrect details, insufficient funds, online transaction blocks, or technical issues. Please retry and contact your bank if the issue persists.

Question 19

What payment methods are available?

Accepted Answer

Credit/Debit Cards: Visa, Mastercard, Maestro, American Express Digital Wallets: Google Pay, Apple Pay, PayPal Cash payments are not available.

Help Center

Getting started