Reservation Change Policy

No fees if the pickup date and/or time is changed more than 72 hours before the original pickup time.

If the pickup date and/or time is changed between 72-24 hours before the original pickup time, the customer will receive a 75% refund of the booking price.

If the pickup date and/or time is changed within 24 hours of the original pickup time, the customer will not receive a refund.

Once a driver and vehicle have been assigned to the transfer, late changes will not be accepted.

Change Policy

We recommend making reservation changes only through our office via our website, email, or phone. Please do not make any changes with the driver.

Rebooking Policy

All bookings and return bookings should be made directly through our office via our website, email, or phone. Private drivers are not authorized to make direct bookings, as this is illegal. Trips booked directly with the driver are illegal and uninsured.

Cancellation Policy/Cancellation Fees

You can cancel your reservations at any time, but fees will be charged as follows:

No fees if the pickup date and/or time is changed more than 72 hours before the original pickup time.

If the pickup date and/or time is changed between 72-24 hours before the original pickup time, the customer will receive a 75% refund of the booking price.

If the pickup date and/or time is changed within 24 hours of the original pickup time, the customer will not receive a refund.

All cancellations should be made exclusively through our office via our website, email, or phone.

If the passenger does not show up for any reason, no refund will be issued.

Waiting Time/Airports/Seaports

The first 60 minutes after the actual landing time of the plane are completely free. No additional charges. Waiting time after 60 minutes will be charged at £15 for every 30 minutes proportionately, regardless of the reason. It is very important that the provided contact phone number is reachable. If we are unable to contact the passenger or the passenger does not contact us within the provided waiting time, the reservation will be considered a no-show and no refund will be issued. If you experience exceptionally long delays due to customs, baggage collection, or other reasons, it is important that you call us and inform us. Otherwise, the driver will be released after the free waiting time. In such situations, no refund will be issued. If you refuse to pay for the waiting time, the taxi will be canceled, and no refund will be issued.

Delays

Conrad Travel is not responsible for passengers who miss their flights/trains/cruise ships due to the taxi not arriving at the pickup location at the agreed time because of unforeseeable circumstances such as road conditions, adverse weather, road accidents, or road closures. Such factors are entirely beyond our control.

We recommend that our passengers travel with necessary travel insurance.

Payments

Secure online payments are provided by Stripe and PayPal. All major debit and credit cards, including Amex, are accepted.

Airport Pickup

Upon your arrival, expect a text message and a call from the assigned driver providing you with vehicle details. When you are ready for pickup, please inform the driver. For most airports, your driver will meet you at the Drop & Go parking.

You can be assured that we will do everything to make your booking and transfer as smooth as possible.

We offer a “MEET & GREET” service only upon the client’s special request. An additional fee is charged for this service.

Our driver will call/text your mobile phone number to inform you that they are waiting in the arrivals hall, giving you extra peace of mind.

Your driver will wait in the designated area in the arrivals hall with a welcome sign bearing your name. He/She will escort you to the vehicle and assist with your luggage.

Luggage

All luggage should be placed in the vehicle’s trunk. Our company is not responsible for any damage to luggage.

The client is responsible for selecting the appropriate size vehicle for the amount of luggage. Detailed information about vehicle sizes and luggage capacity is provided on our website. If it turns out that the client has more luggage than indicated in the booking confirmation, the driver has the right to refuse the service. The service fee will not be refunded.

Non-Airport Pickups (Home, Office, Train Stations, etc.)

Our driver will call or send a text message when they arrive at the pickup point and direct you to their vehicle. The first 15 minutes of waiting are free. If we cannot contact you and you do not contact us after 10 minutes, the taxi will be canceled, and no refund will be issued.

If you need additional time, contact the driver. If they agree to wait, you will be charged an additional £15 for every extra 30 minutes of waiting.

Food and Drink

It is important to note that a strict no food and drink policy applies in all our vehicles, and any violations will result in a £50 fee. However, drinking water is allowed.

Additional Items

You can order child seats for an additional fee of £10 per seat. Please provide the child’s age and type of seat in the notes during booking.

Although child seats are not legally required in taxis, we can offer them upon request. Please note that the availability of child seats is limited and cannot always be guaranteed.

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