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15 min free waiting time for all pick-up locations except airports, ports stations (from the agreed pick-up time).
60-minute free waiting period from the agreed pick-up time for airport pick-ups (ports stations included as well). Once the first hour has passed, there may be a maximum fee of EUR 50.00 for each additional hour, as long as the driver is still able to assist. The driver will make the final decision on site regarding the surcharge, which must be paid in cash or by credit card directly to them. If the driver is not available after the complimentary waiting time, please contact our Customer Service for assistance in finding a solution.
If your flight or ferry/vessel /cruise ship is cancelled, and you are unable to cancel your reservation, it will be treated as a no-show and you will be charged the full amount. Changing your booking is only an option if the driver who accepted it agrees. Any additional fees must be discussed directly with the driver. Please note that neither CTS nor the driver are obligated to provide an alternative solution. You can download the receipt from your account to request a refund from the party responsible for the flight cancellation.
If you happen to miss your flight and it is reassigned or diverted by the airline, the standard cancellation policy still applies. This will be considered a no-show and you will be charged the full amount. Please note that changing your booking is only possible if the driver who accepted it agrees. Any additional fees must be discussed directly with the driver. Neither CTS nor the driver are obligated to provide an alternative solution, but you can download the receipt from your account to request a refund from the party responsible for your missed flight.
(only with indication of flight number)
The meeting point with the driver for airport pick-ups will be after the baggage claim area, at the exit assigned to the specified flight number (provided that the customer indicated the flight number at the time of booking), unless otherwise communicated by CTS or the service provider themselves. The driver will hold a sign with the passenger’s name on it so that he/she can be recognizable.
In sporadic circumstances, Meet&Greet could be affected by external reasons not attributable to the transportation service provider, such as parking lot congestion, ongoing constructions or specific airport regulations. In cases where this service cannot be offered as usually done for blame not attributable to the transportation service provider, the customer will exempt the latter from any responsibility.
Customer should contact CTS Customer Service if the driver is nowhere to be found.
Booked transfers include all the kilometers/miles from the designated pick-up location to the final destination.
The platform only acts as an intermediary for the provision of ground transportation services.
Therefore, if your selected route involves a unique tunnel, such as the Eurotunnel between England and France, a taxi boat or a ferry to an island, the fees must be paid by you at the location (as they are not included in the price). Please keep in mind that the passenger is responsible for paying not only for the one-way fare to their destination, but also for the driver’s return fare. We recommend all of our guests to inform themselves about these possible further costs in advance.
Standard toll fees for highways are included.
If the passenger does not show up at the agreed pick-up point within the free waiting period after the agreed pick-up time, without having canceled the reservation, and if he cannot be reached at the telephone number indicated in the booking, it is considered a no-show. In this situation, the full cost of the trip will be charged.
If the driver fails to arrive, the passenger should CTS customer service for assistance in finding an alternative transfer solution.
If the customer does not contact CTS within 15 minutes from the time the driver was scheduled to show up, neither CTS nor the driver can be held responsible for any consequences.
If the passenger decides to give up the trip because the driver cannot carry out special services (e.g. transport of children, animals, bulky luggage) that the transport service provider has not previously accepted, the agreed total of the travel costs must be paid, net of any expenses saved.
The driver may refuse to perform the service:
The vehicle images displayed on the platform are purely indicative of the vehicle class selected. Differences based on geographic areas are therefore possible. An upgrade of vehicle by the local partner with one of a higher class or having greater capacity may be possible at no additional cost to the user. Services including a VAN can be alternatively performed with a SUV of equal capacity and vice versa. In the event that the chosen vehicle class includes a 12- or 16-seater Minibus, the service can be carried out with two or more Vans/SUVs having the necessary capacity to guarantee the ride. No requests for specific vehicle models or colors can be guaranteed as vehicles are subject to availability and can be owned by different local dispatchers.
The following rules of conduct apply to each trip:
In the event of non-compliance with these rules and inappropriate behavior, such as vandalism and activities that cause unsafe and uncomfortable conditions for the driver, the total agreed cost must still be paid, net of any expenses saved, regardless of the service execution. In addition, the Service Provider may request that the user or passenger provide compensation for any required vehicle repairs or cleaning costs respectively due to damage or dirt caused by the passenger.
Infant seat / child seat / booster seat
If you want a seat for babies or children, you need to select the number of child seats required during the booking process. CTS can include child and booster seat free of charge.
In order for the driver to provide the correct size of car seats, it is of crucial importance that you make visible the age of your babies / children visible in the notes field.
Our standard cancellation policy applies in the event that no infant or child seat was requested (or, if requested, not done in a proper way) and consequently, our service provider was unable to carry out the ride.
The baggage allowance, for each vehicle class available, is indicated during the booking process and shows the maximum capacity of the vehicle that will be selected based on the number of passengers and the luggage amount. We suggest inserting the pieces of luggage amount and their indicative measurements in the notes field, so that the service provider can dispatch a proper vehicle. In case no details were given about the baggage amount, the standard policy for baggage allowance applies:
Each Passenger has the right to take with him/her, free of charge:
The vehicle selection is tailored to accommodate the number of passengers travelling and the amount of luggage taken into consideration. Therefore, the specific vehicle to be dispatched could also accommodate less baggage / people than what indicated by the maximum capacity shown on the platform.
CTS cannot guarantee that the service providers will allow additional baggage beyond the baggage allowance and will hold no responsibilities for a service which could not be executed due to exceeding luggage in respect of the above policy and the other Terms & Conditions of the platform.
For safety reasons and/or specific local regulations, it is forbidden to place luggage inside the space reserved for passengers. All the luggage must be placed in the luggage compartment (trunk).
Requests that exceed the standard services provided by CTS require an availability check which is only performed if you contact the CTS Support Line.
Our standard cancellation policy applies in the event that no availability check has been performed and, as a result, our service provider was not able to make the ride.
