Home FAQs
Luggage policy: One pice of medium size luggage and one piece of hand luggage such as a handbag or small bag permitted per passenger seat. Carry-on cases are considered to be suitcases rather than hand luggage. For example, if you have booked an 7 passenger vehicle you are allowed to bring 7 pieces of medium size luggage and 7 pieces of hand luggage.
We strongly recommend you to upgrade to a larger vehicle if you consider you travel with extra luggage.
In case you don’t find the driver please call the supplier immediately. You can find the supplier’s phone number on you transfer booking voucher. If you organize alternative transport without communicating it to us the supplier will be released from its obligation to provide the service and no amount will be refunded.
If the driver of your private transfer cannot reach you, he will call the mobile phone number provided by you on the reservation. Please make sure you travel with that mobile phone and that it is on. If he cannot reach you at the phone number provided, we will not be able to provide the service and no refund will be made.
After collecting your luggage please proceed through the doors to the arrivals terminal or to the meeting point specified on your booking voucher. Our driver or a representative will be waiting for you with a sign showing the lead passenger’s name.
Transfers from the Airport to your destination
Our driver will be waiting for you in the arrivals hall of the airport to meet & greet you.
Transfers from your destination to the airport
Our driver will wait for you at the reception of your accommodation or outside the building.
Yes. Our service is door-to-door and the driver will pick you up and leave you as close as possible to the directions provided.
In some destinations or due to roadwork or any other circumstances you may be dropped off or picked up at a central point within reasonable walking distance from your final destination.
We monitor the arrival times of flights, trains and cruises in case of delays. Please contact us using the number or email address provided on your booking voucher to inform of any delay. Whenever possible, we and our partners will do everything possible to reschedule the transfer according to your new arrival time. If your delay exceeds 3 hours you must claim the cost of your transfer from your flight, cruise or train provider.
Waiting time
Airport Pick-up: Our driver will wait for you for 45 minutes after your plane has landed. If you have correctly indicated your flight number, it will be monitored and our driver will wait for you for 45 minutes after the plane has landed. Flight changes must be communicated at least 24 hours before arrival. If your flight number is incorrect or has changed and we have not been informed, our driver will wait for 45 minutes from the arrival time you have selected in your reservation.
At other pick-up points such as addresses, ports or train stations the waiting time of our drivers will be 15 minutes.
We cannot be held responsible for the costs incurred due to flight delays or lost travel connections as a result of bad weather conditions, the condition of the roads or any other factor beyond our control.
In case your flight is canceled please notify the service provider using the contact telephone available on your booking voucher.
If the provider is not notified of changes or cancellations of your flight, it may result in transportation being provided according to the original details of the reservation. In this case, the provider will not be responsible, and no refunds will be given.
If you cancel your reservation 24 hours before the date you use the first confirmed service in your reservation, you will be fully refunded.
If you cancel your reservation less than 24 hours before the date you use the first confirmed service in your reservation, you will not be entitled to any refund.
In the event that you do not use the services for any reason and do not cancel the reservation, no refunds will be provided. All refunds will be charged to the original form of payment and to the account that was used at the time of booking.
You can cancel your reservations by sending an email to bookings@vtcbilbao.com, citing the reservation reference number, the name of the main passenger and the email you provided at the time of booking.
You can also cancel your reservations by entering the “My Account” section. If you meet the conditions of free cancellation, it will be reimbursed within a maximum period of 24 hours.
Reservation modifications can be made free of charge up to 24 hours before the use of the first service contained in any reservation confirmed by us. Changes made less than 24 hours in advance of using the first service must be made directly by sending an email from the email address you provided at the time of booking to bookings@vtcbilbao.com, quoting the reference number of reservation, the name of the main passenger and the changes you need. The change is not guaranteed until availability is checked and confirmed by our reservations department.
Modifications may incur additional charges and you must pay these charges before any changes are made.
Modifications cannot be made by changing to a destination other than the one specified in your reservation. Only the extras, the pick-up time and the delivery time can be modified.
In general, and for most services, we do not charge for amendments or changes to your reservation, although we reserve the right to do so in the event that the modification increases the price of your original reservation.
The private transfer services offered by VTC Bilbao are always door-to-door. In the reservation process you must select the city or area where your final destination is located, the exact address will be requested in the next step of the booking process. The driver will take you directly to your destination or as close as possible.
In case you don’t find the driver please call the supplier immediately. You can find the supplier’s phone number on you transfer booking voucher. If you organize alternative transport without communicating it to us the supplier will be released from its obligation to provide the service and no amount will be refunded.
If the driver of your private transfer cannot reach you, he will call the mobile phone number provided by you on the reservation. Please make sure you travel with that mobile phone and that it is on. If he cannot reach you at the phone number provided, we will not be able to provide the service and no refund will be made.
After collecting your luggage please proceed through the doors to the arrivals terminal or to the meeting point specified on your booking voucher. Our driver or a representative will be waiting for you with a sign showing the lead passenger’s name.
Transfers from the Airport to your destination
Our driver will be waiting for you in the arrivals hall of the airport to meet & greet you.
Transfers from your destination to the airport
Our driver will wait for you at the reception of your accommodation or outside the building.