Questions before You Book your transfer
What vehicle-categories do you offer and what are the differences?
Saloon car for 1 – 3 passengers. Transfer service carried out by regular saloon cars (sedan). The vehicles can usually be recognized as taxis. Each car can carry a maximum of three persons and 3 suitcases. Ideal for travelers who appreciate convenience and efficiency at an affordable price. Well maintained Saloon cars (sedans) are used such as Toyota Corolla Fielder.
Minivan for 1 – 5 passengers: Transportation by minivan is for a maximum of three to five persons and standard-sized pieces of luggage. These vehicles can be used both Economy and Business class travel.
Coach for 10 – 25 passengers Minivans are vehicles used for transporting groups. Passengers arriving on same flight and attending incentive tours, seminars and conferences would prefer this kind of transportation.
It is possible to book a coach for up to 52 persons plus luggage. Special requests, such as child seats, are subject to availability and can be booked at request. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.
What luggage entitlement will I have?
Our prices include one bag or suitcase per passenger seat (based on a maximum combined size of 158cm, length + width + height) per item. All luggages must be declared when the booking is being made. Smaller items that fit in the passenger foot well (e.g. a laptop case, handbag or small shoulder bag) do not need to be declared.
The passenger shall be liable for all expenses incurred should additional vehicles be required to transport non-declared excess luggage. Extra luggage as well as bulky items could be charged. Contact our Customer Service Center on +254 722742799 for more details.
What if I need wheelchair space?
If you require wheelchair space, you should always book a minivan as it has more space and it is also possible to remove one seat to create more space. Always contact us for prior arrangement
When should I book?
Although you may book your transfers online up to 12 hours before your travel date, we recommend that you book as early as possible to enable us do better planning. By booking your transfers early, you have the best chance of avoiding any price increases, which may occur at any time during the year, especially prior to holiday seasons. Please call our Customer Service Center on +254 722742799 if you need a transfer within 24 hours.
Will there be anyone else joining in the vehicle I book?
Absolutely No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for you or your group.
My company requires an invoice, can you supply one?
Yes we can provide you with an invoice if required. Please contact us after making your booking to request an invoice.
Questions after booking your transfer
My group size has changed. Can I choose another vehicle?
Yes. You can always change to a vehicle with more seat capacity. Please inform our Customer Service Center as soon as possible to confirm availability of a more suitable vehicle. There may be an additional charge to pay if you require a larger vehicle.
My flight has changed. Can I reschedule my transfer?
In most cases we will be able to reschedule your transfer without a problem. However, if it is a busy time of the year, it is possible (but unlikely) that we may not have availability for your new transfer time. Please contact us the moment you know about your change in schedule to allow us sufficient time to reorganize your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.
My flight has been cancelled and I no longer require a transfer. Can I cancel it?
Yes you can always cancel your transfer. Kindly call or email our Customer Service Center the soonest your flight is cancelled to avoid sending a driver at the airport to wait for you.
Where will I meet the driver when I arrive?
Once your booking is completed you will receive a confirmation email explaining where to meet your driver, along with other useful information including our Customer Service Center numbers.
What happens if I can’t locate my driver?
If you have any trouble locating your driver at the airport or at the hotel parking, please contact him directly at the telephone number on top of your booking confirmation voucher. If you are not able to reach him, just call our Customer Service Center numbers also printed on your booking confirmation email and we will immediately assist you.
What should I take as proof of the pre-booked reservation for the driver?
You will be required to hand the driver a printout of your booking confirmation (voucher) upon arrival.
Questions during the Trip
What do I need to do if the vehicle I booked doesn’t show up at my pickup location?
If the vehicle or driver you reserved is not at the location mentioned on the booking confirmation email, please first contact us through the number indicated on booking confirmation email. Please be patient and allow the driver at minimum 20 minutes to arrive. Before leaving the pickup point, you need to let us know. We will try to resolve your problem as soon as possible by contacting the driver. If that is not possible, we will try to find and book alternative transportation for you. Should this not be possible at all, we will offer a free ride next time you need taxi services in Nairobi. Please note, if you have a problem, always call us so we can look for a solution. If you call us later or send us an email after the event, we won’t be able to assist you anymore.
What should I do if my luggage appears to be lost upon arrival and I will be late for my transfer as a consequence?
If your luggage is lost, please contact the driver directly at the telephone number on top of your booking confirmation email and inform him/her what happened. Depending on how much time is needed to report that you luggage was lost, the driver can either wait for you, or you can cancel the ride. The driver will then tell you whether additional waiting costs will be charged. If so, this will be charged by the driver directly. Should you decide to cancel the ride instead of asking the driver to wait, the full fare will still be due and cannot be refunded. If you are unable to reach the driver, please contact our Customer Service Center.
Questions after the trip
I left an item of luggage on the vehicle. How do I get it back?
First, please contact the driver directly at the telephone number on your booking confirmation voucher or email and inform him what happened. We will do everything we can to repatriate your lost luggage to you, either to your place of residence, your hotel or to your home address. Please note that any fees incurred will have to be paid after the luggage is sent back to you by courier.
Who should I contact, if I have comments or suggestions to make?
We actively welcome our customers’ comments and suggestions, and treat them as a valuable insight as to how to improve our service. You can also email us with your comments at firstname.lastname@example.org