I haven’t received my confirmation email. Why is this and what can I do?

Usually, this is because your email account thinks our message is spam, so check your spam folder to see if it’s in there. If it’s not, check to see that you gave us your correct email address when you booked. If you did, then please contact us again and we’d be happy to resend your confirmation email. If you make a train or airport transport booking very close to the time of arrival and don’t receive a confirmation email, our driver will be informed by our automated booking system, and will be waiting for you when you arrive.

When do I pay?

You can either choose to pay in advance for your airport transport service, or when you’re dropped at your hotel. If you’re paying in advance online our driver will be informed by our system and there’s nothing more you need to do. If you’re paying on arrival by cash or credit card, you’ll pay the full amount when you arrive at your destination.

When do I have to pay for the return transfer?

If you did not pay online you can choose to pay the total amount at once when you arrive at your hotel, or to pay for each trip separately. In every case our chauffeur will give you a “transport voucher” stating the exact amount paid (denoting whether the payment includes just one way or a return trip).

I have a special request (a baby chair, push chair etc.). How do I inform you?

If you need a special transport service such as a car or van with a baby chair or booster seat, extra space for a pushchair, or are travelling with disabled passengers, please make a note of this when you make your train or airport transport booking.

Can I pay by credit card upon arrival?

Yes, you can. You can also pay in advance via our website using your credit or debit card. If you pay on arrival at your destination, we accept Visa, Mastercard, JCB Cards, Amex and Diners Club.

Can I have a receipt?

Yes, please request us the receipt by email to contact@royaltransfers.pt indicating the number of your reservation.

What is your smoking policy?

All our vehicles are non-smoking including electronic/ vapor cigarettes. But in long distance transfers we do stop on the way so the client can have a smoking break.

What happens if I cancel my trip?

You can cancel your booking at any time. If you are entitled and your booking was prepaid, your refund is automatically issued back to the card used for payment. Generally for all bookings originating in Lisbon which are not provided by VIP vehicles, a refund is always granted.We will not charge cancellations if they happen until 24h before the scheduled time for the service to start. In case the cancelation is done after 24h to the scheduled time for the service to start 100% global service price will be charged.

How will the client find the driver?

Once the booking is complete, it will be issued a voucher with full instructions on how to meet the driver and where he/she will be waiting for the client.

Some airports have reception desks, on other airports the driver will meet the clients at the arrival hall, other airports the client may be requested to go to the coach bays (usually group bookings). Each airport has a different set of instructions. These instructions are integrated clearly into your booking voucher.

The client will also have a 24 hour telephone contacts issued on the voucher in the event that he still has problems finding the driver.

If the flight is delayed, will the transfer be waiting for the client?

Yes, flight arrivals times are monitored; this is why it is important that the flight details are correct.

If the client has a big delay or the flight was cancelled or the clients had be transfer foranother flight please contact immediately to re-schedule the pick-up.

How long will the driver wait for the client to clear customs?

The driver will wait up to 60 minutes after the flight has landed. After the waiting time and if there is no sign of the passenger will the driver leave the airport.

If the clients is delayed in customs, immigration, baggage collection or lost luggage he has to call our offices within the waiting time to ensure that the driver will wait.

What mode of transport is offer?

We do not guarantee the type of vehicle that will be used for Standard Private Transportation or Shared Transportation.

We offer transportation between two points.

However as a general rule, and depending on the number of clients and the airport of arrival, normally the client will find that minibus and coaches are used for big parties. Small groups (1 to 4 people) travel by private car or taxi.

We reserve the right to modify the mode of transportation accordantly with availabilities.

Should the client put the flight arrival / departure times down takingon the time difference?

The client must provide the time that is shown on the flight tickets, without modifying because they already have the time according to the local time.

All pick-up times will be calculated automatically and confirmed to the client on the booking for a private transfer. On a Shuttle transfer client will need to call our offices or our website (if available) to check the pick-up time.

Can the client pay by cash or by bank transfer?

We accept bookings by credit card or cash.

What happens if the client can’t find the driver at the airport?

The client has to call immediately to the 24h emergency telephone that is on the voucher, and the client will be directed to the driver.

What is the baggage policy for transfers?

Each passenger is allowed one normal sized piece of baggage with a maximum weight of twenty kilos (20kg) and one piece of hand baggage up to five kilos (5kg).

For extra baggage please select the corresponding extra on the booking form..

The vehicle to transport you will be adequate for the number of people traveling and luggage contracted. Any excess luggage must be declared at the time of booking.

In the event of additional vehicles being required to transport an excess of undeclared luggage, the passenger will be held responsible for covering any additional costs.

Do the Supplier cater for baby seats?

Yes, the supplier will cater for baby seats at certain destinations however some suppliers may not have baby seats available.

When booking, if the destination, and the vehicle type have the possibility to offer baby seats you may book Baby Seats at the camp "Optional extras".

Please note that transfers by mini bus or coach do not travel in a special seat.

Baby seat option is only available on Private Transfer services, not Shared Shuttle services.

Can the client book a transfer for the same day?

YWe only accept bookings up to 24 hours prior to arrival. We do not accept bookings under the 24 hour limit either by telephone.

You may like to consider booking the return leg only.

What happens when the client travels with a baby buggy?

Travelling with babies and young children implies extra preparation from the client side: All his / her clothes, the push chair or baby buggy, maybe even a travel cot.

To ensure that the client travel as stress free as possible, please pack all items correctly.

Remember that each passenger has a limited luggage allowance per person, so your child also has one piece of luggage available: this can go for the baby buggy.

If you are travelling with a lot of luggage, please read our baggage policy, and if you believe you will be travelling with more than the allowed luggage, please select on the camp "Optional Extras" the necessary extra pieces of luggage.

The type of vehicle that will transport you will be calculated automatically according to number of people travelling with standard luggage plus any optional extras you choose. This will determine the size and capacity of vehicle.

In the event of additional vehicles being required to transport an excess of undeclared luggage, the client will be held responsible for covering any additional costs.