Frequently asked questions

How will I find my driver when I arrive to Barcelona or Madrid airport?

When you arrive to Barcelona or Madrid airport, your driver will be waiting for you in the arrivals hall, holding a sign with your name. Please, be patient if your flight arrived before the scheduled time.

If you do not find your driver, please call on the 24/7 telephone number that appears in your booking confirmation

Your bank confirmed the payment but I did not receive my booking confirmation, why?

Once the payment is received, your confirmation is sent to you automatically to the e-mail address you provided. If after one hour you did not receive it, please both, check your junk folder and that the e-mail address you provided is working properly. If your confirmation is not in your junk folder, please e-mail us from the same e-mail address you provided in your booking, including in it your first and last names, origin, destination and date of your transfer, and if possible, an alternative e-mail address where we can resend you your booking confirmation.

If I book a private transfer, will the driver drop me off/pick me up to/from my hotel or to/from a meting point?

Your driver will take you/pick you to/from the exact address you provide. Private transfers are a door to door service.

IMPORTANT: Some streets are too narrow for some type of vehicles to go in and some streets may be closed to the traffic. In this cases, the vehicle will drop/pick you the closest possible from your address.

Do I need to call by telephone to reconfirm my booking?

No, once you receive your booking confirmation, your booking is absolutely confirmed.

Must I pay before the service?

You will be asked to pay the full amount of the contracted service/s by credit/debit card.

Has the modification of my transfer any cost?

No, it has not. If you need to modify your booking, please get in touch by e-mail.

We can only guarantee the amendments made up to 24h prior to transfer.

Has the cancellation of my transfer any cost?

Cancellations are free up to 24h prior to transfer. To cancel your booking, please get in touch by e-mail.

We can not guarantee any refund for cancellations made less than 24 hours prior to transfer.

Can I book my transfer from Barcelona or Madrid airport by telephone?

No, we are sorry. You need to book on-line, hope you understand.

How much time will my driver wait for me once my flight landed?

Your driver will wait for you up to one hour, so if you have problems with your luggage etc. and need more time, please call on the 24/7 telephone that appears in your booking confirmation and your driver will wait for you. We would strongly recommend you to switch on your mobile telephone once your flight is landed.

Will my transfer have an extra cost if my flight is delayed?

Yes, in accordance with our terms and conditions.

My flight has been cancelled and I no longer require a transfer. Can I cancel it?

Yes, in accordance with our terms and conditions.

Is the VAT included in the price?

Yes, it is.

Can I pay in Pounds or Dollars or any other currency?

No, only Euros are accepted.

I need a transfer not from Barcelona or Madrid airport, but between cities. Can you help me?

Yes, we can. Please e-mail us and let us know what you need. We will do our best to help you.

When should I book?

Although you may book your transfer(s) online up to 24 hours before your travel date, we recommend that you book as early as possible. By booking your transfer(s) early, you have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season. Please call our customer service team if you need a transfer within 24 hours - we will usually be able to take your booking.

Will anyone else be travelling in the vehicle I book?

No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for you. We do not offer a shared shuttle service at this time.

What luggage entitlement will I have?

Your luggage entitlement is defined by the size of vehicle you book. For example, a 4 seater car has space for 4 bags or small suitcases, and small hand luggage items to be carried in the cabin. An 8 seater minivan has double the luggage capacity. If you are in any doubt if your luggage will fit in the vehicle, please upgrade to a larger one to ensure you have a comfortable journey.

Which cards do you accept?

We accept Visa and Mastercard credit cards, and most affiliated payment (debit) cards. All card payments are secured by 256 bit SSL encryption. If you experience problems paying with your card, please contact Customer Service.

Do you charge extra for debit or credit card payments?

No. There is no additional charge for paying by debit or credit card.

How do I know my card and personal details are safe?

All booking pages that require you to enter personal information are secured using 256 bit SSL encryption, verified by Thawte. Payments are made at the end of the booking process when you are redirected to the secure payment page of our bank 'La Caixa'. We never see your credit card details and they are not stored.

My company requires an invoice, can you supply one?

Yes we can provide you with an invoice if required. Please contact Customer Service after making your booking to request an invoice.

My confirmation email and/or booking voucher haven't arrived by email. What should I do?

In rare instances, it is possible that your email server or software may mistake our emails for spam and not deliver them. If you feel that you should have received a communication from us, but have not, please email or call Customer Service.

My group size has changed, can I choose another vehicle?

Yes. Please inform Customer Service 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.

I left an item of luggage on the vehicle. How do I get it back?

We will do everything we can to repatriate your lost luggage to you, either to your place of residence, or to your home address. Please note that any fees incurred will have to be paid before the luggage is sent back to you by courier, in accordance with our terms and conditions.

Does the driver speak English?

Our drivers speak English, however, in some cases we need to rely on collaborators that may provide non speaking English drivers.

Is the tip included in the price?

Tip is not included in the price. In Spain, tip is not compulsory, it is freely given to show the client satisfaction for the service provided.

Can you provide us the driverĀ“s phone number?

We can not provide you that phone number, but instead, and in order to give you a better service we provide you our assistance phone number.

Can we make stops during our transfer?

While providing a transfer to the city, no stops are included.

Do the vehicles have air-conditioning?

All vehicles have air-conditioning and some of them have climatiser. The driver will set the temperature for the best comfort of the passengers.

Can we modify the destination address while the transfer?

In principle, the destination address should not be modified. In any case, Kuoni Destination Management / Automobils Alegre Transfers keeps the right to accept or not the change proposed, as though as to make or not an extra charge according to it.

How can I contact Kuoni Destination Management / Automobils Alegre Transfers?

You can contact us by email or phone, our full details are available on our contact page. Our Customer Service department is open 24 hours a day, 365 days a year, so you can contact us at any time. If your enquiry is urgent, please call us for the quickest response.

If you still have questions after having read the above, please contact us. We'll be happy to help.