Before you travel! How does it work?

Before you travel! How does it work?

Before You Travel

1. Where will I meet the driver?

Airport Pick-ups: The driver will be waiting for you at the arrivals area, holding a sign or tablet displaying your name or the VAC Transfer logo.

Train Station/Seaport Pick-ups: The driver will be at the nearest convenient location to meet passengers.

Hotel Pick-ups: The driver will be waiting in the hotel lobby, reception, or at the entrance.

Note: Please keep your mobile phone switched on after landing in case we need to contact you before or during your transfer. If you cannot locate your driver, call our 24/7 support number provided in your voucher.

2. How can I contact my driver?

The driver’s contact details will be emailed to you one day before your trip. If you haven’t received them, please reach out to us via email or our 24/7 support number.

Note: If you're unable to reach the driver, please contact our customer support directly.

3. What if I cannot find the driver?

Double-check the signs at the arrival point as it may be crowded. If you still cannot locate the driver, contact us immediately using the 24/7 support number in your booking voucher.

4. What if my flight, train, or ship arrives early?

If you arrive earlier than scheduled, the driver may not be at the meeting point yet. Please wait at the designated meeting spot. You can also contact the driver via phone or SMS if you wish to expedite the meeting.

Note: If you opt to leave the airport, train station, or seaport with a local taxi or another provider, we won’t be able to provide a refund.

5. What if my flight, train, or ship is delayed?

In case of delays exceeding 30 minutes, please notify the driver or our support team using the 24/7 support number or via email. We will do our best to adjust the schedule based on your new arrival time.

6. How long will the driver wait for me?

The driver will monitor your flight's status. If there are any unexpected delays (e.g., with passport control or luggage), please inform us via our 24/7 support number or directly call the driver. The driver will wait for the following durations after your scheduled pick-up time:

Airport: 60 minutes

Seaport, Train Station, Bus Station: 30 minutes

Hotel/Other Pick-ups (Private address or city locations): 15 minutes

7. I haven’t received my booking voucher. What should I do?

Booking vouchers are sent to the email address provided during booking after payment completion. If you haven’t received yours, check your spam/junk folder or log into your personal account to view or download it.