Booking Policy
We do not operate Our Service in every city. To find out if We can serve You in Your destination, You have to check with Us.
To book Your transfer, You need to provide Us with some information such as Your personal details and contact points (email – mobile), the Pick Up place, date and time, Your place of destination, flight number in case You arrive by plane so We can make arrangements in Your favor in case there is a delay, the number of passengers and their pieces of luggage in order to arrange for the right Vehicle to pick You up, and also Your payment information. You have to accept Our Terms of Use and Privacy Policy, should You wish to make a booking for Your
transfer with Us.
When a booking transfer is placed with Us, You will receive a confirmation email of receipt of Your booking transfer and We will provide You with Your Booking code and the meeting point at the Pickup place. We will examine whether We can serve the Transfer as a whole, or We have grounds to reject it, according to the provisions of the present General Terms of Use. Once a Driver has been assigned to operate your Transfer we will provide You with their name Important Legal Notice: Please note that completion of the online booking process along with the acknowledgement email We send to You, does not constitute Our acceptance of Your offer to book a Transfer through Us, even though on the acknowledgement email of Your offer, the Booking code is depicted. Our acceptance of Your offer to provide through Our Platform with a Transfer, will take place only when We take payment from You (i.e. when Your card or PayPal account is credited). We reserve the right to decline a Booking Order for any reason, including legal and regulatory reasons. If we cannot provide You with the Transport Service, We will not process Your order, We will inform You as soon as possible and, if You have already paid for the products we cannot deliver, refund You in full in a timely manner.
You are solely responsible for submitting Us Your real personal data when booking a pick up with through Us. You also warrant and represent that Your are the holder or have legal rights on the payment cars/ accounts details You provide Us with and that there is enough money to cover the value of the Transfer Service. We may proceed (however, are not obliged to) in an examination process of the payment details You provide Us with when choosing credit card as a payment method or via Online Providers. In case an error, misleading statement or other problem occurs, We may, at Our sole discretion reject Your Order.
Traveller Cancellation Request Policy
You have the right to cancel a Transfer already booked through Us, at any time by contacting the Company either by phone call at the phone number provided in the confirmation email or in the website or email sent to booking@athens-mytransfer.com.
If a cancellation request is received by Us up to 24 hours prior to the scheduled pick up time, there is a cancellation fee of 20% of the amount paid which will be held by Us. The rest 80% is refunded to You.
If a cancellation request is received by the Company within less than 24 hours prior to the scheduled pick up time, it is considered as a last minute and non refundable cancellation, resulting in a 100% cancellation fee and NO refund to the Traveller.
Traveller Change Request Policy
You can contact the Company via a phone call at the phone number provided in the confirmation email or in the website or email at booking@athens-mytransfer.com and ask to change any of the booking details up until 12 hours prior the scheduled pickup time.
Depending on the changes requested, the Transfer price might change. On that occasion, the new Transfer price will be communicated to You, and the new Transfer details will be in effect once there is payment confirmation of the new Transfer price where applicable. If the new Transfer price is less, the Company shall partially refund You. If the new Transfer price is more You should give us Your consent to charge Your card with the additional amount (if any) due to the change request.
The Company cannot accommodate any changes to the details of Transfers requested within less than 12 hours prior to the scheduled pickup time. I n this occasion, the Transfer will either be operated as initially booked, or the You can proceed with a cancellation request, as per the Traveller Cancellation Request Policy.
Complimentary Waiting Time Policy
Your Driver will be waiting for You at the Pick Up place at the time that is scheduled in the Booking Order, subject to the provisions of this Complementary Waiting Time Policy and Extra Waiting Time Policy, so You must make sure that You show up in time, to avoid as being marked as a non-show where all the Terms of the Travellers’ No – Show Policy apply.
The Company offers the following complimentary waiting times, depending on the type of Transfer booked:
Airport: 60 minutes
Port, Train Station, Bus Station: 30 minutes
Other pickups (incl. Sightseeing Rides): 20 minutes
The complimentary waiting time starts counting from the scheduled pickup time.
More specifically, for an airport/port pickup where the scheduled pickup time is other than the flight/ship arrival time and the flight/ship is delayed and expected later than the scheduled pickup time, the new arrival time becomes the pickup time.
For an airport/port pickup where the scheduled pickup time is the flight/ship arrival time and there is a flight/ship delay, the complimentary waiting time starts from the moment the flight/ship arrives provided the Traveller has provided correct and adequate flight/ship details to allow for the tracking of the arrival. The above is true for up to 8 hours of flight/ship delay. If the flight/ship is delayed more than 8 hours, the Transfer is cancelled and the entire Transfer fee is refunded to the Traveller.
For an airport/port pickup where the pickup time is the flight/ship arrival time and the flight/ship arrives earlier than the scheduled time, the scheduled pickup time remains the initial scheduled pickup time.
For an airport pickup where the Travellers are arriving with more than one flights, the Company considers the scheduled pickup time to be the one declared by the Traveller as the arrival time during the booking, or an updated arrival time as per the Traveller Change Request Policy. Any notes left by the Traveller during the booking mentioning several flights do not constitute a scheduled pickup time adjustment. In the occasion where a group of Travellers arriving with multiple flights landing at different times have booked one Transfer, it is suggested that they add in the flight details the flight arriving last.
Extra Waiting time Policy
Extra waiting time is defined as an amount of time in addition to the complementary waiting time offered by the Company for which the Traveller asks the Driver to wait for them.
You can ask for the Driver to wait for You longer than Company’s complementary waiting time as per the Complementary Waiting Time Policy, either in advance (before the Transfer is operated) or the latest by the end of the complementary waiting time. You can do so by contacting Company’s Customer Support either by a phone call at the phone number provided in the confirmation email or in the website or by sending an email at
booking@athens-mytransfer.com. The Company can guarantee only the complimentary waiting time as additional waiting time for the Traveller if the extra waiting time has not been asked for at least 12 hours before the scheduled pickup time.
If You request an extra waiting time and the assigned Driver can accommodate this, an extra fee will be charged to You for every 15 minutes of extra waiting time, as follows:
For a Pickup where a Sedan car-type is assigned: EUR 5.00 / 15 min
For a Pickup where a Minivans car-type is assigned: EUR 10.00 / 15 min
The Company does not charge any additional commissions to these fees.
When the extra waiting time request can be accommodated by the Driver, You have to consent on the additional applicable fees either over a phone call with the Company or by completing the transaction by Yourself in the link that the Company shall send to You . Payment of the fee can be made either in cash directly to the Driver before the start of the Transfer, or electronically to the Company.Traveller No-Show Policy
Traveller No-Show
(TNS) is defined as a Traveller not being at the pickup location by the end of the complimentary waiting time, or the extra waiting time if that has been agreed between the Traveller, the assigned Driver and the Company as per the Complementary Waiting Time Policy and the Extra Waiting Time Policy .
The pickup location is defined as the place where the Traveller has asked to be picked up from. In case of airport/port pickup, the Company notifies You via the booking confirmation email the exact pickup location where the Driver will be waiting for You (i.e. Arrivals hall, Departure hall, etc.).
In the occasions where the Traveller fails to appear at the pickup location by the end of their complementary waiting time, or the end of the extra waiting time, or if an “Extra Waiting Time” request has not been able to be accommodated by the Driver, the Transfer is marked as a “Traveller No Show” (“TNS”). In this case no amount is refunded to the Traveller. If an extra waiting time was agreed with the Traveller as per the Extra Waiting Time Policy, the Traveller must pay the extra waiting fee as well.
If You are not at the pickup location at the scheduled pickup time, and the Pick up place is an Airport, Port, Train Station or Bus Station, the assigned Driver will try to contact You via text/Whatsapp/Viber or he will try to call You on Your Mobile. By booking a Transfer You consent to Us providing Your mobile phone number to Your Driver.
A possible TNS will be reported by Your Driver to the Company, at the following times:
For airport pickups by 45 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
For Port, Train Station, Bus Station pickups by 15 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
For Sightseeing Rides and other Transport Services by 5 minutes of a Traveller’s delay to appear at the pickup location after the scheduled pickup time
Upon a Driver’s notification of a possible TNS, the Company will try to contact the You (via call and/or text/Whatsapp/Viber and/or email) in an effort to locate You. These efforts will be carried out until the end of the Your complimentary waiting time as per these present Terms of Use.
By the end of Your complimentary waiting time, the following will happen:
If You have not been reached (have not replied) , We must “release” the Driver. In this occasion, the Transfer is marked as a “TNS”.
If You have been reached and have communicated that You will be at the pickup location by the end of the complimentary waiting time, We must inform the Driver to wait.
If You fails to appear by the end of the complimentary waiting time, We will make one final effort to reach out to You, and depending on the outcome, either release the driver immediately, or follow Company’s Extra Waiting Time Policy accordingly.
If You have been reached and You have asked for extra waiting time, We will contact the Driver whereas the Extra Waiting Time Policy will apply accordingly.
You have 24 hours to dispute a TNS by contacting Customer Support. In the occasion You dispute a TNS, if the Driver was at the pickup location between the scheduled pick up time and the end of the complimentary waiting time (or extra waiting time if applicable), there is sufficient evidence to assume the Driver was at the pickup location as per Company’s policies. If there is sufficient evidence to assume that both You and the Driver were at the pickup location but failed to meet each other and the Transfer was not operated, You will be refunded 80% of the Transfer price, whereas the 20% will be kept by Us in order to cover partially Driver’s fee, since the Company is responsible to pay them their fee.
Driver No-Show Policy
The Driver must be at the pickup location by the scheduled pickup time. If the Driver is to be up to 10 minutes late, they will contact and notify the Traveller (via call and text/Whatsapp) as much in advance as possible, and the latest by the scheduled pickup time. If the Driver is to be more than 10 minutes late, they will contact and notify Company ’s CS as much in advance as possible, and the latest by the scheduled pickup time. Company ’s CS will contact the Traveller and notify them of the expected Driver delay.
Baggage Allowance Policy
When booking the Transfer, You are requested to declare the number of pieces of luggage You will be carrying with them during the Transfer.
One piece of luggage is considered to be
A medium to large sized backpack An average suitcase, whether it’s a carry-on or checked-in type (volume not to exceed 100lt)
Should You carry additional items such as baby carriages, pet carriers, sports equipment, foldable wheelchairs, musical instruments, etc. You must declare one piece of luggage for each one of those items and add a note to the booking describing them. The Company might contact You for clarifications and adjust the booking details accordingly in order to ensure the proper car-type is assigned to operate the Transfer.
The Transfer price and the car-type assigned to operate the booked transfer are calculated amongst other factors based on the number of Travellers and pieces of luggage declared. If You appears with more travellers and/or carrying more pieces of luggage than declared, and the assigned Driver cannot safely and legally accommodate these, the Driver will contact Company’s CS before the start of the Transfer explaining the situation, and assist You in hailing another Vehicle. In that occasion the Driver will only carry the number of Travellers and pieces of luggage declared in the Transfer booking.
If You appear with more Travellers and/or carrying more pieces of luggage than declared, and the assigned Driver can safely and legally accommodate these (i.e. in the case where a Minivan car-type accepted a Sedan car-type Transfer), the Driver must contact the Company’ before the start of the Transfer explaining the situation. If the additional number of Travellers and/or luggage combination yield a different Transfer price, the Company will recalculate this and notify You accordingly. If You consent to paying the additional charges, the Driver will accommodate the additional passengers and/or pieces of luggage. Otherwise, the Driver will kindly assist You in hailing another vehicle and carry the number of Travellers and pieces of luggage declared in the Transfer booking.
The Company will not bare the cost of any other means of transportation used by You.
Traveller Refund Policy
Transfer fee paid by a Traveller will be offered as an open date coupon in the following occasions:
If the booked Transfer is canceled by the Company for operational capacity reasons
If the booked Transfer is canceled due to a force majeure incident (strike, demonstration, natural disaster, accident, etc.)
If the Transfer is canceled due to a flight/ship delay over 8 hours as per the Complimentary Waiting Time Policy
Other cases:
If the Company receives a Traveller cancellation request up to 24 hours prior to the scheduled pickup time, as per the Traveller Cancellation Request Policy, there is a cancellation fee of 20% of the amount paid which will be held by Us. The rest 80% is refunded.
If the Company receives a Traveller cancellation request within less than 24 hours prior to the scheduled pickup time, as per the Traveller Cancellation Request Policy, it is considered as a last minute and non refundable cancellation, resulting in a 100% cancellation fee and NO refund to the Traveller.
In the occasion of a Traveller-disputed “Traveller No-Show”, if there is sufficient evidence to assume that both the Traveller and Driver were at the pickup location but failed to meet each other and the Transfer was not operated, the Traveller will be refunded 80% of the Transfer price as per the Traveller No-Show Policy.
