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Help Centre - FAQ

We actively encourage our customers' comments and suggestions, and treat them as a valuable insight as to how to improve our service. Please email us with your comments at info@hellaschauffeur.com

If you have left an item in the vehicle, please contact us instantly and we will check if the item was found in the vehicle.

If the item was found, we will arrange its return or collection by courier.

If the service you have received did not meet your expectations, please contact us and we will review your case. Complaints should be received no later than 28 days after your return date.

Any issues during travel should immediately be brought to our attention at the time of the transfer in order to give us an opportunity to take action or provide assistance. Our 24 hour calling number is displayed on our website and on your booking voucher.

You can make the changes of your booking informing us about, by sending us an email at info@hellaschauffeur.com , as long as it's at least 24 hours before your transfer and the changes do not incur extra charges. If there are extra charges, you will be informed about and if you accept them, you can pay for them by the payment methods of our company.

No, you do not need to confirm your booking if you have already received an email with your booking reference and confirmation. There is also no need to reconfirm your return transfer, unless we ask you to do so.

You can cancel any of your transfer journeys or your entire booking online by sending us an email at info@hellaschauffeur.com

Cancellations received with more than 24 hours notice are refunded in full.

No refund is paid for cancellations received less than 24 hours before the transfer time.

In any way you can be informed for the cancellation policy at the terms of use of our company.

The address details (street name, number, postcode) of your accommodation are helpful also, while making your booking.

If you can't find the city/town/area where your accommodation is located on the drop down list on the main page of our website, you can easily request a quote and we will do our best to accommodate it.

Our driver after checking what information you have given us (flight number, train number, train, ship number) that you have arrived, will wait 30 minutes. If a passenger is waiting for a baggage, we would recommend that a member of your company be found with the driver so that they are aware of the delay. In any case, it is good to have your mobile phone open so that the driver can contact you.

From the airport

In most cases, our driver will be waiting for you outside of the airport's arrival hall after you and your passengers have picked up your personal items from the luggage compartment. The driver will keep a billboard with the name of the passenger you have told us.

From the train station

In most cases, our driver after checking the dock on which the train you have arrived at will arrive at the point where your train will arrive. The driver will keep a billboard with the name of the passenger you have told us.

From the bus station

In most cases, our driver will be waiting for you at exactly the point where your bus will arrive after he have checked the dock where it arrives. The driver will keep a billboard with the name of the passenger you have told us.

From the port

In most cases, our driver will be waiting for you outside of the gateway to which the ship you have indicated, holding a billboard with the name of the passenger.

From the hotel

If you have chosen a meeting place for the hotel you are staying. Our guide will be waiting for you at the lobby of the hotel.

From home or personal address

If the meeting point is a specific address, the guide will be outside the number you provided when booking.

There is no additional cost for traveling with folding wheelchairs. Please indicate in the step 3 of the booking process if someone in your group is traveling with a wheelchair. The wheelchair must be fordable and can be tucked in the luggage area. If you have any doubt, please change your reservation for a larger vehicle. If the wheelchair is battery operated, please contact us through our Contact Form.

Once you have completed your booking, you will receive with e-mail your booking voucher. In order to avoid mistakes, it would be good to bring this booking voucher with you and present it to the driver upon arrival. Also, don’t forget to take with you the mobile phone you have declared us, so that the driver can communicate with you in case he can’t find you.

Hellaschauffeur.com accept all the bookings coming up to 24 hours before your scheduled transfer. In case you need a transfer within the next 24 hours, please contact our 24-hour customer service and we will check the availability and try to accommodate your request.

Yes. Please contact Customer Service at info@hellaschauffeur.com and our company will send you an EU VAT invoice.

Drivers are allowed to accept tip, but this is not necessarily mandatory.

Yes. We permit a five minutes stop to pick up keys or anything else you want with the condition that the stop will be on your way or in the same town or resort as your final destination.

All our drivers are required to be informed of any minor delays and to wait for you. If the delay exceeds 2 hours, please contact the 24-hour service directly on your booking form.

All the reservations you make are for private transfers. The vehicle you have chosen is exclusively for you and your party. This means no queues and no waiting for other passengers to arrive.

If you are traveling with a pet, please contact us through our Contact Form. In less than 24 hours we will respond to your request.

Our vehicles are adapted for child seats for all ages of children and during step 3 of the booking process you will be given the ability to add child seats or booster seats in case you will not have your personal child seat with you. Hellaschauffeur takes the safety of children very seriously and complies with all safety conditions. Our partners will make sure you have a safe and comfortable journey.

The allowance per person, for all vehicle types, is one standard size suitcase (approximately 70cm high, 47cm wide and 21cm deep), as well as one small piece of hand luggage. Please note that your hand luggage will be transported in the vehicle with you, so it should be an appropriate size. Also make sure that your luggage will fit in the vehicle you have booked. If you are not sure, please change your reservation for a larger vehicle.