FAQ

General information

Do you offer private and/or shared transfers?

We focus only on private transfers to provide you with the fastest and most convenient way to your destination.

What are the payment methods?

We accept all types of payment cards through Paypal service. If required, an invoice can be issued on the company name. If you have any specific inquiries with respect to the payment method, please contact our customer service.

When can I contact the customer service?/At what times is the customer service available?

We are available 24/7. Please feel free to contact us at any time. In case if we can’t answer instantly please send us an e-mail and we will get back to you as soon as possible.

What languages do your representatives speak?

Our customer service and drivers will be happy to communicate in English or Russian.

Should I take care of travel insurance?

All AlpsDrivers.com vehicles are fully insured for passenger and third party claims, as required under local law. The Passengers property is carried entirely at their own risk. We strongly recommend, that you purchase travel insurance for the trip period.


Booking

Are there any extra charges on top of the transfer price?

No, your final price will be the same as confirmed during the booking. Please note though that there could be extra costs, if you arrive later than the agreed pick up time. In case of the flight delay on your arrival, driver will wait free of charge for up to 90 minutes if it’s possible. For all transfers from the city/hotel waiting time is 15 minutes without extra charge.

Can I cancel my booking?

Yes, you can cancel the booking. Please pay attention though to the cancelation terms. If we do not manage to offer you an alternative transfer in place of the one cancelled , we will refund you according to our terms, as follows:

-10% if cancellation is confirmed less than 3 days before the transfer

-30% if cancellation is confirmed less than 4-9 days before the transfer

-50% if cancellation is confirmed less than 10-29 days before the transfer

-80% if cancellation is confirmed less than 30+ days before the transfer

What do I have to do if I have not received booking confirmation?

Usually, that could happen if the e-mail we sent has been filtered into your junk mail folder by the security settings on your computer. Please check your junk mail folder and if you still are not able to find the booking confirmation, please call our customer service.

Do I need to reconfirm my reservation?

Normally, you don’t need to do that. However, if there are any changes in terms of times and pick up location, please contact our customer service as soon as possible.

Can I change my booking information?

Yes, you can. Please note though that in case of significant changes (for example different dates, time, etc.) the price of the transfer may change, or in the worst case scenario, if we are not able to provide transfer, you may lose the prepayment amount, according to our cancelation terms.

How can I book a transfer?

Please complete the booking form and make sure that the most important information is correct (phone number including your country code, email address, time and date of arrival and departure). As soon as the booking is completed, you will receive confirmation to the email address you provided. If you do not receive confirmation, please contact our customer service. Shortly before the day of transfer, you will receive an SMS with the details of your itinerary and the contact details of your driver.

What is the latest time to book a trip?

Normally, at least 48h before arrival at the airport. However, if there are any issues with that, please complete the booking form or contact our customer service and we will try to accommodate.


Transfers

What do I do if the pickup point is inaccessible due to bad weather conditions?

We will make our best to inform you by phone as soon as possible. Usually, we try to agree on a different pickup location and that could possibly require you getting to the new location on your own. If there are no options, we will agree with you on the next available transfer time.

What do I do if I would like to have a different pickup location from where I was dropped off?

Please select this option on the reservation form by choosing the different pickup location. If you feel that there is a need to provide details, please contact our driver on the phone number sent by SMS or contact our customer service if you don`t know your driver yet.

Is it possible to make some extra stop (for example at the market on the way to the final destination)?

Yes, it is possible. However please inform us in advance to make sure that we ensure extra time in our schedule. Normally, there are no issues with this during working days. Unfortunately, we cannot guarantee an extra stop during weekends due to challenging schedules.

What should I do if my child needs a baby seat?

Please select that option in the booking form or contact our customer service via email or phone. No additional charge applies for baby seats.

Is there any extra charge for the luggage?

No, if it is in line with allowed quantity and size (one item of luggage, such as a suitcase or similar item and one ski or snowboard bag or bike box per person). Any excess baggage must be declared at the time of booking.

Is there any extra charge in case if I am late for pick up?

Please contact the driver via the contact information provided earlier by SMS. If possible, our driver will wait for 90 min for free, additional charge could be applied for extra waiting time.

What do I have to do if the arrival time changes (for example delayed flight)?

Please contact the driver via the contact information provided earlier by SMS. If you don’t know the driver’s contact information, please contact our customer service as soon as possible.

How do I find Alpsdrivers at the airport?

Your driver will meet you in the airport arrival area, holding a sign with your name. If you are unable to locate your driver, please call us on the contact number mentioned on your booking confirmation and we will locate the driver for you.