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FAQ

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Booking & Payment

What is the best way to book transfer?

The easiest way to make a reservation is via the secure online booking form. We will need the following information: 1. in www.silktransfers.com select your: destination point, dates, time. When that’s done you can choose car size and type, e.g., comfort or lux, minivan, small car or bus, depending on your needs. 2. When you fill flight details, you can specify pick-up place and time. Normally driver will meet you at the arrival hall in airport, at track's head for railway stations, outside of ship for cruise port. Driver's waiting time in airport and harbour is 60 minutes after planed arrival time, 30 minutes in train and bus stations, in hotels and in any other places – 15 minutes. 3. In next step you fill all the personal details. For your convenience there are two payment options: with credit card or receive an invoice. Please notice, invoice should be paid at least 10 days before transfer. If you book transfer less that 10 days before, there will be option to pay only with credit card. You can get bill in both cases, just fill the "billing notes" field in booking form. 4. We kindly ask to make reservation 24h before your arrival so that we can sure appropriate service. 5. Enjoy your trip!

 

 

 

 

 

 

 

 

Is my order confirmed if I haven' got confirmation letter?

No, your order has not confirmed if you haven’t received confirmation voucher.  We advise you to contact your bank to see whether payment is done. If so, please contact us as soon as possible.

 

I have lost my voucher. Is it possible to obtain a copy?

Yes, a copy of your transfer voucher can be found online on our web site, in the “My booking” area.

What to do if I can't find destination I need?

 Please fill the destinations form, indicate date, time, number of travellers, leave you contact details and we will send you an offer as soon as possible.

 

Transfer service

For how long my driver will wait for me?

Pick-up time is time which driver is waiting for you in specified place.

Length of time depends on your arrival place:

  • In airport and harbour driver's waiting time is 60 minutes,
  • In train and bus station - 30 minutes,
  • At hotel or any other place - 15 minutes.

 

How to change my transfer details?

If information you change doesn't affect the fee (e.g. contact details, not 3 but 2 passengers, pick-up time slightly varies, other hotel in the same resort), this is free of charge. Please let us now it on info@silktransfers.com. In case you need to change car type, luggage capacity or destination, there are 2 options: cancel existing booking and book new transfer timely or make one more booking for extra car or trail.

We want to travel from place to place. How do we book the transfer?

This time you should book more separate one-way transfers. We kindly ask you to do it at least 24 hours before to get best price and conditions.

 

What types of cars and buses are being used?

Our cooperation partners offer a wide range of vehicles to match any budget and any specific needs – the classes range from economy to limousine. All vehicles are appropriately equipped according to season and in winter offer an extra space for luggage.

 

How will I find the driver?

Normally driver will meet you at the arrival hall in airport, at track's head for railway stations, outside of ship for cruise port, in front of hotel main door or at the address you have specified in booking form. Look for the welcome board with your name or company's title. Also you can find transport company's phone number in your voucher. Remember to switch on your mobile phone after landing so that driver can inform you about any unexpected cases.

Do you guarantee that we will get on time to airport?

Silk Transfers always estimate extra time to ensure our clients get in time for their flight, dinner or ...or even sunset. Our partners in each every country also helps in this - they announce us their public holidays, weather news or other special times when there possibility for traffic jams or slow traffic to be able to plan trip. Also each every of our partners has insured passengers in case of accident.

 

In what language will my driver speak?

We provide service where drivers can communicate English.

Flight delay & changes

Canceled flight - what to do?

We always confirm transport's arrival / departure times and driver will wait for you, but might ask to pay for extra waiting time if any. Please always let the transport company know about any changes.  If plane is cancelled of delayed, booked transfer is regarded as cancelled transfer in last minute and payment can’t be refunded. If you contact transport company timely, they might kindly postpone your transfer time if it’s possible for them.

 

If there are problems with luggage, will my driver wait more?

If the plane, bus or other arrives on time, but you have some delays (e.g. passport, luggage), driver will be there all the waiting time. If you need more time, please give him a call otherwise it will be regarded as a "no-show", driver will leave and the transfer fee will be deducted from your credit card. Note, extra waiting time might be charged according to information on your voucher.

What if flight is delayed?

Call the transport company and try to arrange new convenient pick-up time. They might have other orders later but they might help you kindly as well.

 

How to change my transfer details?

If information you change doesn't affect the fee (e.g. contact details, not 3 but 2 passengers, pick-up time slightly varies, other hotel in the same resort), this is free of charge. Please let us now it on info@silktransfers.com. In case you need to change car type, luggage capacity or destination, there are 2 options: cancel existing booking and book new transfer timely or make one more booking for extra car or trail.

Will I receive my money back if driver won't appear?

SilkTransfers choose relaible partners, so this shouldn't happen. But if you are in right place and time and you have called the driver and SilkTransfers and it's clear that for some reason driver won't show-up, of course, we will return your money.

Luggage & Special requrements

What is allowed size of luggage?

Each passenger is expected to have:

*one suitcase max 20 kg, combined length 168 cm (width + length + height)

*one piece hand luggage max 6 kg, 35 x 45 x 20 cm,

*one pair of skis or snowboard deck

if only you haven't requested special luggage in booking form.

I want take nonstadart luggage.

In this case you fill special requirements field. It's advisable to specify the sizes, so that we can find the best situation especially for you.

Prices

Do I have to tip the driver?

Tips are not compulsory, however if you are happy with the service and would like to tip the driver, the amount of the tip should be according to the level of service. Whether you decide to tip the driver or not is entirely up to you.

What is the difference between Shuttle and Private transfer?

Shuttle (shared) transfer is a service with two or more stops to your chosen destination point. The shuttle service is usually shared with other passengers, not of your party and the price is usually per passenger. Private Transfer service is for you and your mates only and prices for private transfers are per vehicle, not per passenger.

Do you charge per person or for a car?

Silk Transfers offer Private transfers what means you won't share it with other clients. So prices are per vehicle.

 

Do I need a bank receipt to proove that I have paid?

No, you don't need bank receipt. It's enough to have printed or digital voucher.

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