Help and Support

Of course. Just keep in mind that the contact details you enter are used for important communication about the booking. We recommend that you enter the mobile phone number of the passenger, so the driver can get in touch at the time of pick-up, if needed.

Transportation of a much-loved pet can be a stressful experience. We love animals too and we are happy to cater for pets accompanying their owners.

You must have a correctly sized container to carry your pet; otherwise, we may refuse to honour the booking.

Detailed instructions on the container specifications can be found in the IATA (International Air Transport Association) Live Animals Regulations. Most pet stores and many kennels sell containers or they can be made to measure to the IATA specification.

How do I make my booking?

You will have to inform us at the same time you make your booking in the comment section. You will also need to indicate the dimensions and weight of the container (container weight must include weight of your pet).

Please note: Normal baggage restrictions apply and you must take into consideration additional luggage space.

Important: Pets are transported at owners own responsibility. Any transportation to pets normally produces stress to your animal and must be taken into account if you have a very sensitive animal.

The price of a private transfer is the price per vehicle, not per person, and includes the journeys for the route and vehicle booked, all taxes, gratuities, and fees. The number of passengers determines the type of vehicle. Maximum number of passenger and luggage that can fit in each vehicle is listed on each car class.

At Airport Transfer Agency Vienna we offer only private services. The vehicle you travel with is reserved for you and your group only.

Once you complete your booking, you will receive a booking confirmation email with exact instructions of the meeting point. Your driver will be waiting for you with your name board.

The instructions are integrated clearly into your booking confirmation email and include all the details you need to make your transfer stress free.

You will also have an emergency phone number (Customer Support) on your booking confirmation in the event that you still have problems finding your driver.

All our bookings have complementary waiting time.

Airport: We use your flight number to track your flight and ensure your driver is waiting for you when you land. We monitor delays and update the time we send your driver accordingly.

For international arrivals, we include 30 minutes waiting time and 15 minutes for domestic arrivals.

If you have problems collecting your luggage or clearing immigrations, please call the Customer Support phone number supplied on your booking confirmation email.

Train station: For transfers from a train station, we have included 20 minutes waiting time from the scheduled pick-up time indicated on your booking confirmation. Train arrivals or delays are not monitored.

Hotel or Address pick-up: For transfers from a hotel or address, the waiting time varies because it depends on the location, traffic, parking spaces availability and from the scheduled pick-up time indicated on your booking confirmation can be extended up to 15 minutes.

Yes, your driver will wait for you. All our bookings have complementary waiting time.

Flight delays: Your driver will be tracking your flight, and will adjust the pick-up time of your transfer accordingly in case of a delay. Upon early arrival of the flight, your pick-up time will remain as originally booked.

If your connecting flight is delayed, please reach out to Customer Support team as soon as possible.

If you have problems collecting your luggage or clearing immigrations, please call the Customer Support phone number supplied on your booking confirmation email.

Train delays: If you have booked a transfer from a train station, the driver will wait for 20 minutes from the scheduled pick-up time indicated on your booking confirmation. Train delays are not monitored.

Diverted flights: In case your flight is diverted to a different airport, please contact us as soon as possible by calling the emergency number (Customer Support) on your booking confirmation to inform us about your new arrival details. The airline will transport you to the scheduled airport and the delay policy below applies.

If you will be arriving at the airport by bus or train, the driver will wait a maximum of 20 minutes from the arrival time you advise our Customer Support team.

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

Important: Please do not send us an email to warn of delays as emails are queued and we may not read your email until it is too late.

Yes, of course. You can make a booking by phone, WhatsApp, Facebook Messenger, email and our website – Airport Transfer Agency Vienna. Visit our contact page for contact information.

When booking over the phone please have all the details ready (passenger name, pick-up address, destination, phone number, email, flight number – if necessary) and we will schedule the booking for you.

In order to receive communication from us in the form of SMS messages confirming the booking, status and meeting points a mobile number is required when making a booking.

The ability to connect with you instantly takes the friction out of your travel. For example, your driver may experience difficulties locating you at the time of pick-up or there may be an emergency. Some drivers may use online messaging apps like WhatsApp, Facebook Messenger, Telegram or Viber, so be sure to give us a mobile phone number that we can call you on at the time of pick-up, including your international dialling code.

No! A credit card is not required to book a transfer on our website. Before confirming the booking, just select your preferred payment method.

Upon making a booking you will be asked to indicate the number of passengers riding with you. Children count as individual passengers.

Feel free to indicate, on the comment section (Comments for the driver), whether you would like a children's seat. Please also mention their age. If you have made a last minute booking (less than 48 hours before pick-up) and require a child seat, you can contact us.

Important: if you fail to request a car seat for a child, you may not be accepted for travel in destinations where such legislation applies.

After making a booking you will receive a booking confirmation email with your travel itinerary and an SMS with the booking confirmation number.

Once you have entered all the required details for the reservation and submitted the form, you will receive a booking confirmation number on screen; this means that your booking is confirmed. Shortly after, you should receive a booking confirmation email with your travel itinerary and an SMS with the booking confirmation number.

Failure to receive either the email or SMS has no bearing on the status of your booking.

If you have not received the booking confirmation email in your Inbox, please check your Spam or Junk folder.

If the initial attempt to deliver your receipt email fails, the system will continue to attempt delivery. In the event that the email cannot be delivered because the address does not exist, your mailbox is full, or your mail server is not accepting mail or is unreachable - delivery attempts cease. Roughly 100 emails a week go undelivered, mainly because of typing errors in the email address supplied.

If after checking your Spam or Junk folder you still have not received the booking confirmation email, please contact our Customer Support team and one of our representatives will be more than happy to help you.

You can cancel your trip for free up to 6 hours before the pick-up time so that the driver has enough notice time.

Usually when we detect multiple bookings from the same customer or with the same date and address, we contact the customer to confirm if the bookings are correct. If it is a mistake, we will cancel one of the reservations at no cost.

If the driver is on his way to you for less than 5 minutes when you decide to cancel the booking, the cancellation is free of charge.

If the driver is on his way to you for more than 5 minutes when you decide to cancel the booking, the cancellation fee is 15 Euros (Standard Cancellation Fee for central Vienna postcodes) or 25% of the booking total for journeys outside of Vienna but no less than the Standard Cancellation Fee – 15 Euros.

Access your booking confirmation email you received and follow the instructions. We suggest that you carefully read the cancellation policy when booking.

Once we review your booking and the cancellation processed, you will receive confirmation of cancellation via email.

If for any reason you cannot access your booking and cannot proceed with the cancellation, please contact our Customer Support team – we are available by phone, email, WhatsApp and Facebook Messenger.

After requesting a cancellation, you will receive confirmation of cancellation via email. In the case that you do not receive a confirmation of cancellation on time, please check your Spam folder.

If you think you have lost an item in one of our vehicles please contact us with a description of your items and contact details. A member of our team will be in touch to provide you with an update. We will attempt to arrange for you to collect the item where possible.

Baggage left on board the transport vehicle shall be sent to the address given to us by you in the request and you shall pay any additional charges.

Yes. All cash payments are made directly to the driver and you will receive a receipt for the ticket price from the driver or by email.

We accept only Euro; all prices are displayed in Euro. At this time, we do not accept other currencies.

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