FAQ

How to make a booking?

The recommended way is to make a booking online; just fill in all the required information and a confirmation will be sent to you shortly after. You are not required to prepay or enter credit card data in order to secure your booking. For more complicated routes and special requests, sending an email is the best way. You can also make bookings over the phone or WhatsApp (although it is a less recommended way); in this case please have your flight number, arrival time and lead passenger name handy to speed up the booking process.

When making a last-minute reservation, please do call us to make sure that we have an available car for you at all. The best number to call is +420 739 180 715.

If you are making a reservation after midnight for your early morning (0-7am) transfer to the airport/train/bus station please call us to make sure that the we have the reservation in our system as that is outside of our office hours. The best number to call is +420 739 180 715.

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.

The booking form is not accepting my phone number?

That is because we need your number in the international format to be able to call in you. For example, +1 and the number for US, +44 and the number without zero for UK, +33 for France, +39 for Italy, +49 for Germany, ...

How does booking works?

After filling in the form you will receive an automatic email with your itinerary, a confirmation e-mail will be sent to you shortly after including all details (such as where to meet your driver, how to pay etc.).

What is the luggage storage? Do I need to book it when traveling with some luggage?

Luggage storage service is an extra service for people who would like to leave their luggage for some time with us during the day, since either their apartment is not ready yet, or they have to check out way sooner than their departure time to the airport is. You don’t need to book this service when traveling with some luggage. Only when you wish to leave the luggage with us.

Do infants count?

Yes, we count infants and children as people in your group. Under Czech law, we’re required to use seats for children, and we provide these free of charge. So that we’re fully prepared for this, please leave a note for us in your booking, telling us how many children you are traveling with, and what their age is.

When do I pay?

You can either choose to pay online by credit card in the last step of your reservation, or when you’re dropped at your destination. 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, you’ll pay the full amount when you arrive at your destination in CZK or EUR.

Are your prices per person or per vehicle?

Prices for all our services are quoted per vehicle and not per person, unless you are booking a spot in the shared shuttle to Cesky Krumlov, or Kutna Hora.

Upon departure. Is the driver going to contact me prior to my pick-up?

Your driver will contact you only in case when he has a slight delay, or he was not able to park right in front of your door. Therefore, please do not wait for the driver inside of your apartment, but outside at the requested time. If the driver has to wait for your for more than 15min up on your departure, you will be asked to pay 100CZK/5EUR extra for the waiting. That is because he is more than likely to miss his next job that was planned for him.

Should I tip the driver?

If you are happy with the service you receive, it’s customary to tip your driver between 10% and 15% of your total charge. This is entirely at your discretion. Even a very small tip will be much appreciated by your driver.

Our group is staying at different apartments/hotels; do you charge extra for additional drop-off locations?

Our transfer price from Prague airport includes a key pick up (if needed) at one destination and a drop-off at your apartment. If your party is going to another apartment or a hotel, then there will be an extra charge of 200 CZK for each additional drop-off per booking. If this is the case, you’ll be told about it in your confirmation email after you’ve booked your transfer.

If you need to collect keys from an office before going to your apartment.

If you are staying in an apartment and you need to pick up keys at the rental office/key pick up point before heading to your apartment, there is no extra charge (if both addresses are in the city centre). We charge an extra fee only if the driver has to wait for you for a significantly longer period (normally more than 15 minutes – 100CZK).

What happens if my outbound flight is delayed?

Your driver will be kept aware of your flight’s arrival time and will be waiting to pick you up whenever your flight does arrive. All at no extra charge.

How do you use my scheduled airline arrival time to calculate my pick-up time?

When you make your transfer booking, you’ll supply us with your flight’s scheduled arrival time. From here, we track your flight in “real time” so that whether your plane is on time, early or late, we are aware of your flight status and will meet you based on your actual arrival time. We also factor in the time you’ll need to collect your luggage at baggage reclaim. The driver is present inside the arrivals hall in about 20-40 minutes after your actual arrival, depending on the origin of your flight and whether you need to collect your bags at the baggage claim.

Airport parking fee

Airport parking fee is included in the price. Please take a note of the following conditions. Our driver will be waiting inside the Terminal 1 or 2 arrivals hall at the exit D about 20 minutes after flight arrival time. Please note that the driver will wait up to 60 minutes from arrival time. If the driver has to wait for you for more than 60min after your landing time, he will have to pay the parking fee twice, which will result in an extra charge for your of 100CZK/5EUR. If you are coming from Russia, Dubai, Doha, China, S. Korea, USA or Canada,.. it will take you about 40-60min to get from your plane to the driver. If you do expect longer or require longer waiting, please make a note for the booking. From any EU country it takes only between 20-40min.

I would like to use your service but I am afraid that I might miss my connection flight. What do you recommend?

If you are able to inform us in the unlikely event that you, for example, miss your connecting flight, we will change your booking accordingly – there is no charge. You can just email us, call, or even text us on +420 739180715 about your missed flight.

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 with a baby chair, extra space for a pushchair, or are travelling with disabled passengers, please make a note of this when you make your booking.

Where do we meet our driver? How do we recognize our driver?

When you arrive at the bus/train station, or at Prague airport, our driver will be holding a very clear card (a banner) with your lead passenger’s name written on it. The meeting point at the airport is Inside the arrivals hall at the Exit D. In the bus station Florenc or the main train station Hlavní Nadraži the meeting point is at Burger King, inside the arrivals/departures hall.

Do you guarantee money back, compensation or refunds?

Yes. In the rare case that we can’t supply you with the transport service we promised, and you have paid in advance, we will refund you in full. If there is no driver waiting for you at the airport once you arrive, please contact us as so that we can find out why.

What are your hours of operation?

We operate our transport services 24 hours a day, 7 days a week and 365 days a year, including all public holidays. However, our office hours for answering emails immediately are only Mo-Sun 7:00-21:00 local time. If you do need to contact us after the hours and get an immediate reply, try our online chat assistant on the website, or better call or message us at +420 739 180 715.

How long does it take from Prague airport to the city centre?

The journey from Prague airport to the city centre usually takes around 30 minutes by car and up to 40-50 minutes if there is heavy traffic.

What time will you pick us up on our departure day?

We generally recommend a pick-up time for your airport transfer service of around 2,5 hours before your flight departure for non-EU flights, and 2,5-2 hours before EU flights depart. Ultimately though, you can decide your own departure time.

Can I have a receipt?

Yes, if you paying directly to the driver, your driver will be able to provide you with a receipt otherwise you might email us for your receipt at info@airporter.cz. If you are travelling on business and need an invoice, please email us.

What if I have extra-large luggage?

We don’t charge for extra-large luggage, but appreciate being informed in advance, so that we can send a larger car if necessary. If you are travelling in a group of 7-8 people, and all of you have a big suitcase plus a few smaller ones, then you may reconsider booking two cars instead to avoid a confusion up on your arrival.

Do you offer other transport routes besides Prague airport routes?

Yes, besides Prague airport transfers, we also provide transport to and from any Prague train/bus station. We can also arrange on demand a transfer from Prague City or Airport to any location you might wish to go to.

I need to change/cancel booking – what should I do?

If you need to change or cancel a booking or amend your details, please email us or give us a call. The fact that you did not pay for your transfer online doesn’t mean that your reservation has been cancelled from our side. You can just pay in cash on the day.

Do you have insurance?

Airporter Prague and its suppliers have full public liability insurance in the case of accidents. We do, however, recommend that you have a travel insurance policy that is valid for the duration of your trip.

What is your smoking policy?

All our vehicles are non-smoking.

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 a refund is always granted if you cancel at least 2 hours prior to your pick-up. For exact details, please check our terms and conditions.

Travelling with a dog

If you are carrying a dog please note that the dog must be placed in a dog crate, otherwise we might not be able to accommodate your transport. There are no extra charges for such transport but we might need to use a large vehicle depending on your dog’s size.

Do you offer wheelchair assistance?

We do not offer specially outfitted vehicles to accommodate wheelchair users. Our vehicles are not equipped with wheelchair ramps or lifts. You might contact local airport authority for assistance.

24/7 hotline: +420 739 180 715       E-mail: info@airporter.cz
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