FAQs – Frequently Asked Questions
How do I make a complaint?
The conditions of transfer travel vary depending on the type of transfer booked. These can be found in your booking confirmation. If you believe your transfer experience has not upheld the terms and you provided all the correct details for your booking then please feel free to write an email detailing what happened with your name and booking number to [email protected]. You will also have the opportunity to raise a complaint in your text survey, which is sent to the mobile number for the booking after each journey. Any complaints raised in the survey will be looked into by our customer service team and you will be contacted by email.
I have left something in a vehicle, what can I do?
Please contact a member of our team and we will do our best to get your items back to you. Any costs associated with making arrangements in returning the items to you will have to be covered by you, or the owner of the items.
All vehicles provided by our transport providers are fully insured for passenger and third party claims, as required by the local law. Passenger’s baggage is, however, carried entirely at their own risk.
Can we drink, or can you provide alcohol on a transfer?
Consuming of alcohol is not permitted in any transfer vehicles. Our transfer providers reserve the right to refuse to carry any person who is, or appears to be under the influence of alcohol or illegal drugs and/or whose behaviour is considered to pose a threat to the driver, the vehicle or the other passengers. No refunds will be made in those circumstances.
Customers who soil the interior of a vehicle due to excess alcohol consumption, or drugs, are liable to an on the spot fine of 200 euros. This fine is payable immediately to the driver.
Damage to vehicles
Parents, or minders (or friends over 18 years) of children and adolescents under the age of 18 years, are responsible for the conduct of these minors while in the vehicle and will be held responsible for any damage caused by the aforementioned minors.
Any damage caused to a vehicle by a customer must be paid for immediately. If payment cannot, or will not, be made then we will be forced to take legal action against the customer(s) in question.
What is Force Majeure and how can this affect my transfer?
Force Majeure are circumstances which are not within our, or our transfer providers, reasonable control.
* accidents causing delays to the vehicle
* exceptional or severe weather conditions
* compliance with requests of the police
* deaths and accidents on the road
* vandalism and terrorism
* unforeseen traffic delays
* industrial action by third parties
* problems caused by other customers
* other circumstances affecting passenger safety
* road closures due to local fiestas or other events
* properties that are not accessible to type of service booked
* acts of God, flood, earthquake, avalanche or any other natural disaster
* epidemic or pandemic
* war, threat of war or similar
* fire or explosion
* terrorist attack or riots.
Ski-Lifts and our transfer providers are not liable for any failure or delay in the performance of a transfer under conditions arising from a Force Majeure Event. In circumstances where you incur unforeseen costs as a result of a Force Majeure Event we will be able to provide you with a statement which may be used to make a claim on your travel insurance