FAQ

1. WHERE AND WHEN DO WE OPERATE?
We operate in all major cities of the world 24 hours a day and 365 days a year. Equally, if your destination does not appear in our list contact us and we will try to provide you with that service.
2. HOW TO MAKE A RESERVATION
Select your airport transfer in our main screen, fill up reservation and payment details. Once the payment is approved we will send you a reservation confirmation email and afterwards we will send you a service voucher that you must give to the driver, guide or service provider. In case that you do not receive the confirmation in 24 housr you do not receive the confirmation plase contact the customer service department in customer@mistershuttle.com   from Monday to Friday, 9am to 9pm.
3. ¿QUE HACER SI NO SE RECIBE EL BONO-VOUCHER DE SERVICIOS?
If you do not receive the services voucher please contact customer services on: customer@mistershuttle.com
4. HOW TO CHANGE OR CANCEL A RESERVATION
In the section MY BOOKING you can located your bookings and their situation. If you want to modify or cancel them, contact us on info@mistershuttle.com . Modifications may have cancellation costs. Check our general terms.
5. WHAT KIND OF TRANSFERS ARE PROVIDED?
There are two different kind of services: shuttles and private services. Usually shuttle services are providen in minivan up to 8 people, it may be more passangers and stops depending on the number of travelers. Private services are exclusives and providen in cars up to 3-4 places.
6. WHAT DOES MY TRASNFER INCLUDE?
Transfer journey.
Luggage transportation: 1 big suitcase and 1 piece of hand luggage per person.
Taxes.
Assistance during the transfer.
Insurance.
7. WHAT DOES NOT MY TRANSFER INCLUDE?
Stops not booked in advance.
Tips for the driver.
Transport of unauthorized luggage.
Visas.
Non specified other extras.
8. ARE YOUR TRANSFERS MADE IN NON SMOKING VEHICLES AND WITH A/C AND HEATING?
All our vehicles are non-smoking and have A/C and heating.
9. DO YOU HAVE CHILD SEATS? WHEELCHAIRS?
We have infant chairs available in many destinations (check for availability). If you make a booking or travel with an infant chair, as the infant takes a seat, you have to pay an adult fare. Infants always count as passengers, they take a seat and must book a seat and pay for a full fare. If you travel with a wheelchair, fixed or folding, contact us before making a reservation in order to make sure that we have an appropriate vehicle available.
10. HOW MUCH LUGGAGE CAN I TAKE?
You can take a big suitcase and a piece of hand luggage. All extra luggage may have an extra charge to be paid directly to the provider. If you need to transport another object please let us know in the sections "notes" so that we can confirm it in advance.
11. WHERE AM I PICKED UP AT THE AIRPORT?
Our pick up agent will be waiting for you in the customs exit, in the exit of arrivals with a sign with your name to give you a warm and personal welcome. In shared services in some destinations, you must go to the office or pick up point of the carrier. Check pick up point in the services voucher.
12. WHERE AM I DROPPED OFF AT THE AIRPORT?
Our driver will drop you off at the departure terminal of your airline. We will make your transfer comfortable.
13. Provider cannot be found
In the voucher that we will receive you can find the company details and a 24 hour emergency number of the supplier. We request you to give the supplier a grace period.
14. WHAT TIME SHOULD I WRITE WHEN MAKING MY BOOKING?
ARRIVALS: You must indicate your local arrival time of your flight as shown in your booking form or ticket of your airline.
DEPARTURES: You must indicate the local departure time of your flight as shown in your booking form or ticket of your airline. Take into account that for international departures pick up time will be aroung 2 or 4 hours before depending on destination. We will indicate the pick up time in your voucher.
15. WHAT HAPPENS IF MY FLIGHT IS DELAYED?
Our representative will wait up to an hour after the expected arrival time. After this time, we will try to transfer you but we are not rasponsible in case we cannot give this service. We advice as far as possible that you call the representative in the destination on the telephone number that appears in your vouvher in order to inform him about the delay to avoid any subsequent problems.
16. WHAT HAPPENS IF I MISS MY TRANSFER DUE TO A FLIGHT DELAY?
We will make  all that is in our hands to make you transfer but we cannot guarantee it. In any case  you should ask responsibilities to your airline.
17. HOW MUCH TIME IN ADVANCE DO I NEED TO CANCEL OR MAKE A RESERVATION?
Usually you can make reservations up to 48 hours in advance, if it is with less time please contact us and we will confirm it to you as soon as possible. For cancellations and/or modifications please consult our cancellation policy in our general terms.
18. IS IT SAFE TO PAY THROUGH THE WEBSITE?
The payment in Mistershuttle.com is totally secure. The payment is made through payment gateway of Banco Santander with a 100% SECURE connection, in SSL3 of 128 bits. It uses SSL (secure sockets layer) in all communications, which avoids interceptation of information by third parties. Therefore, confidentiality is assured in all communications established during the transaction.
19. IS THERE AN CHARGE FOR PAYING WITH A CARD? WHAT CARDS DO YOU ACCEPT?
No, there is not any extra charge. We accept VISA, VISA ELECTRON, MASTERCARD and JCB. If you want to make the payment through bank transfer or paypal contact us on info@mistershuttle.com or dialling 944063164.
20. DO YOU NEED AN INVOICE?
Request an invoive and the administration department will send it to you in less than 24 hours.
21. I WANT TO MAKE A SUGGESTION, COMPLAINT OR SAY THANK YOU
Contact Customer Service on the following e-mail address: < a href="mailto:clientes@mistershuttle.com">clientes@mistershuttle.com from Monday to Friday, 9am to 9pm.