Terms and Conditions of Service

All services must be cancelled or modified 24 hrs prior to the scheduled time to be eligible for a refund as stipulated in the Cancellation Policy.

Cancellations can be requested by mail, call or WhatsApp, where you will receive step-by-step cancellation instructions.

To request last minute changes it is important to contact a service agent who will proceed with the change according to the availability of our operation.

Changes must be requested by customers or reservation holders.

Keep your reservation number for clarifications, cancellations, changes or refund follow-ups.

Refunds are issued within 7 working days after authorization.

In case you require a change in the reservation, please contact Customer Service mentioning your reservation number, after the changes make sure that the new reservation voucher contains the correct data.

Our service includes flight arrival tracking

It is the customer's responsibility to check all the information on your booking voucher, please read carefully that the information contained is correct and follow the instructions attached to the voucher.

Changes, cancellations and refunds are evaluated by the Customer Service team, please specify the reason for your cancellation when contacting us.

Flexibility in our arrival services includes waiting for delayed flights up to 2 hours, waiting for lost luggage and/or immigration problems up to 1 hour.

The right to service is reserved if denied at specific times: 21:00 hrs - 06:00 hrs. 

Waiting time on departure services: 15 minutes before being marked as No Show.

Cancellation Policy

All cancellation requests must be requested in writing to [email protected] with the following content.

• Reservation ID
• Client's name

Reason for cancellation 

• Your service is fully refundable if cancelled 14 days in advance.
• Your service is refundable with a 25% penalty if cancelled 7 days in advance.
• Your service is refundable with a 50% penalty if cancelled 1 day in advance.

Your service is eligible for open credit (non-refundable) by canceling the same day of your service.

• In case of arrival service the service is cancelled and the open credit is activated within 24 hrs after the confirmed time of arrival*
• In case of departure services the service is marked as No Show and is not eligible for open credit if not cancelled at least 4 hours in advance

In case of NO SHOW, no refund will be applied.

*If the client does not contact us to reschedule the service or confirm the use of the open credit after 24 hrs the reservation is cancelled and marked as No Show (not eligible for refund or open credit).

No refund will be issued if you are a victim of a scam, please read your service voucher and follow the instructions on it, do not let third parties contact our official telephone numbers for you.

Anti-fraud policy

For your safety and ours we have developed a new anti-fraud policy in order to support each of our services and offer you the best of us in terms of security and personalization of your service. Therefore it is important that you present your identification at the time of taking your service with us (driver's license, passport, etc.); if you have made a reservation for another person it is important that you send a photo of your identification or a photo of the owner of the credit card with which the payment of the reservation has been made to avoid delays and inconveniences during your service at the destination.

We know that your security is important so you can consult our privacy policy and use of personal data on our website.