Help & Support

General Questions

• Can I book a ride for someone else?

  Of course. However, please note that the contact details you provide will be used for important booking information. We recommend providing the passenger's mobile number so the driver can contact them if needed at pick-up time.

• I’m traveling with my pet. What do you recommend?

  Transporting a beloved pet can be a stressful experience. We love animals too and are happy to transport pets accompanying their owners.

  Your pet must be in an appropriately sized carrier. Otherwise, we reserve the right to refuse the booking.

  Detailed instructions on carrier requirements can be found in the IATA (International Air Transport Association) Live Animals Regulations. Most pet stores and boarding facilities sell suitable carriers or can custom-make them according to IATA specifications.

  How do I book my ride?

  Please inform us about your pet directly in the comment field during booking. Also, provide the dimensions and weight of the carrier (the carrier’s weight must include the pet’s weight).

  Please note: Standard luggage policies still apply, and you must account for the additional space required for the pet.

  Important: Transporting pets is at the owner’s own risk. Any type of transport can cause stress for your pet, especially if it is very sensitive.

• Do transfer prices apply per person or per vehicle?

  The price for a private transfer applies to the entire vehicle, not per person. Included in the price are the ride for the booked route and chosen vehicle, all taxes, tips, and fees. The number of passengers determines the vehicle class. The maximum number of passengers and luggage items for each vehicle is specified in the respective vehicle category.

Before and During Your Trip

• Will anyone else travel in my booked vehicle?

  At ATAV, we offer exclusively private transfers. The vehicle you travel in is reserved solely for you and your group.

• Where will my driver meet me?

  After completing your booking, you’ll receive a confirmation email with precise instructions about the meeting point. Your driver will be waiting for you with a name sign.

  This information is clearly included in your booking confirmation and contains all the details you need for a stress-free transfer.

  You’ll also find an emergency phone number (customer support) in your booking confirmation in case you can’t find your driver.

• How much waiting time is included?

  All our bookings include free waiting time.

  Airport: We use your flight number to track your flight and ensure your driver is waiting upon your arrival. We monitor delays and adjust your driver’s pick-up time accordingly.

  For international arrivals, 30 minutes of waiting time is included; for domestic flights, it’s 15 minutes.

  If you experience issues at baggage claim or passport control, please contact the customer support number provided in your booking confirmation.

  Train Station: For transfers from a train station, 20 minutes of waiting time is included from the pick-up time specified in your booking confirmation. Please note that train delays are not monitored.

  Hotel or Address Pick-Up: For transfers from a hotel or address, waiting time varies depending on location, traffic, parking availability, and the scheduled pick-up time. The waiting time may be extended up to 15 minutes.

• What happens if my flight or train is delayed or my flight is diverted? Will the driver wait for us?

  Yes, your driver will wait for you. All our bookings include free waiting time.

  Flight Delays: Your driver will track your flight and adjust the pick-up time in case of a delay. If your flight lands early, your pick-up time remains as originally booked.

  If your connecting flight is delayed, please contact our customer support team as soon as possible.

  If you encounter issues at baggage claim or passport control, call the customer support number provided in your booking confirmation.

  Train Delays: If you’ve booked a transfer from a train station, your driver will wait 20 minutes from the pick-up time specified in your booking confirmation. Train delays are not monitored.

  Diverted Flights: If your flight is diverted to another airport, please inform us as soon as possible via the emergency number (customer support) on your booking confirmation to provide your new arrival details. The airline will transport you to the originally planned airport, and the delay policy below applies.

  If you arrive at the airport by bus or train, your driver will wait a maximum of 20 minutes from the arrival time you communicate to our customer support team.

  If you arrive by plane, we will monitor the new arrival flight and wait for you accordingly.

  Important: Please do not email us to report a delay, as emails are processed in a queue and we may not read your message in time.

Booking

• Can I make a booking over the phone?

  Yes, of course. You can make a booking by phone, WhatsApp, Facebook Messenger, email, or through our website – ATAV. Visit our contact page for more information.

  If booking by phone, please have all details ready (passenger name, pick-up address, destination address, phone number, email address, flight number – if applicable), and we’ll schedule the booking for you.

• Do I need a mobile phone number to make a booking?

  A mobile phone number is required during booking to receive SMS messages with your booking confirmation, status updates, and meeting points.

• Why do I need a working mobile phone at pick-up?

  Immediate reachability makes your trip easier. For example, your driver might have trouble finding you at pick-up, or there could be an emergency. Some drivers use online messaging apps like WhatsApp, Facebook Messenger, Telegram, or Viber. Therefore, provide a mobile number where we can reach you at pick-up, including the international code.

• Do I need a credit card to book an airport transfer with ATAV?

  No! A credit card is not required to book a transfer on our website. Simply choose your preferred payment method before confirming the booking.

• Should I specify the number of traveling children?

  When booking, you’ll be asked to specify the number of traveling passengers. Children count as individual passengers.

  In the comment field (comments for the driver), indicate if you need a child seat and specify the child’s age. If you’ve made a last-minute booking (less than 48 hours before pick-up) and need a child seat, please contact us.

  Important: If you don’t request a child seat for a child, transport may be refused in destinations where this is legally required.

Booking Confirmation

• How can I be sure my booking is confirmed?

  After completing your booking, you’ll receive a confirmation email with your trip overview and an SMS with the booking number.

• I’ve completed my booking but haven’t received a confirmation email. What should I do?

  After submitting all required details and the form, a booking number will appear on the screen, indicating your booking is confirmed. Shortly after, you should receive a confirmation email with your trip overview and an SMS with the booking number.

  The absence of the email or SMS does not affect your booking status.

  If you don’t find the confirmation in your inbox, please check your spam or junk folder.

  If the confirmation email delivery fails, the system will keep trying to send it. If the email address doesn’t exist, the inbox is full, or the mail server is unreachable, delivery will stop. Weekly, about 100 emails remain undeliverable, usually due to typos in the provided email address.

  If you still haven’t received the confirmation after checking your spam or junk folder, please contact our customer support team. One of our staff members will gladly assist you.

Booking Cancellation

• Can I cancel my booking?

  You can cancel your ride up to 6 hours before the pick-up time free of charge, giving the driver sufficient notice.

• I’ve made a duplicate booking. Can I cancel one?

  If we notice multiple bookings from the same customer or with the same date and address, we’ll contact the customer to confirm the bookings. If it’s a mistake, we’ll cancel one of the reservations free of charge.

• How much are the cancellation fees?

  If the driver has been en route to you for less than 5 minutes when you cancel, cancellation is free.

  If the driver has been en route for more than 5 minutes, the cancellation fee is 15 euros (standard fee for central Vienna postal codes) or 25% of the total booking amount for trips outside Vienna, with a minimum of 15 euros.

• How do I cancel my booking?

  Open the booking confirmation email you received and follow the instructions. We recommend reading the cancellation policies carefully before booking.

  Once we’ve reviewed your booking and processed the cancellation, you’ll receive a cancellation confirmation email.

  If you’re unable to access your booking or complete the cancellation yourself for any reason, please contact our customer support team – we’re available by phone, email, WhatsApp, and Facebook Messenger.

• How can I be sure my booking has been successfully canceled?

  After a cancellation request, you’ll receive a cancellation confirmation email. If you don’t receive it in a timely manner, please check your spam folder.

Lost Property

• I’ve lost something in one of your vehicles. How do I get it back?

  If you believe you’ve lost an item in one of our vehicles, please contact us with a description of the item and your contact details. A member of our team will get in touch with an update. We’ll try to arrange for the item to be picked up if possible.

  Luggage left in the vehicle will be sent to the address you provide, with you covering the additional costs.

Payment

• Do you accept cash?

  Yes. All cash payments are made directly to the driver, and you’ll receive a receipt for the fare either from the driver or via email.

• Which currency do you accept?

  We only accept euros; all prices are displayed in euros. Currently, we do not accept other currencies.

• Which payment methods do you accept?

  Before confirming your booking, you can select your preferred payment method. We accept the following payment methods: cash, credit/debit card, bank transfer, and PayPal.