We recommend booking your transfer or hourly hire service at least 72 hours in advance. If you don’t have that much time, you can request an urgent transfer — we’ll let you know as soon as possible whether we can confirm it.

If your transfer starts from an airport or railway station, please specify your flight or train arrival time as the start of your transfer. This helps the driver organize the meeting more accurately.

If your transfer starts from a hotel to an airport, please indicate the time you wish to be picked up at reception. You’ll need to calculate it yourself, allowing extra time for check-in. We recommend adding about 3 hours before your flight’s departure. For example, if your flight leaves at 14:00 and the trip takes 1 hour, your pick-up time should be 10:00.

After submitting your booking, you’ll receive an email with all trip details and your order status as “Waiting”. Once we receive and confirm your payment, the status will change to “Accepted”, and you’ll receive another email confirmation.

If you don’t receive the confirmation email, please contact our support team at office@welcome.taxi.

To make changes to your booking, please contact our support team at office@welcome.taxi.

Important note: Requests for changes made less than 72 hours before your trip may be declined.

You can cancel your booking in two ways:

1. Via the booking page on our website — use the cancellation number provided in your booking voucher, at least 72 hours before the trip.
2. By contacting our support team if it’s less than 72 hours before your ride.
   Important note: In case of urgent cancellation, we may not be able to refund your deposit. The free cancellation period is stated in your confirmation email.

If your flight is delayed by less than 30 minutes, the driver will adjust their arrival time automatically.

If the delay is longer, please inform the driver directly (their phone number is in your confirmation voucher) or contact WelcomeTaxi Customer Support at office@welcome.taxi. Please include your order number and the new arrival time.

Important note: The driver may charge an additional fee for extended waiting time.

For airport transfers, if you’ve added the meet-and-greet option to your order, the driver will meet you in the arrivals area — right after passport control and baggage claim. You’ll see a name sign with your first and last names (or custom text, if specified in your booking).

Important note: We strongly recommend adding the meet-and-greet option to your airport transfer booking.

For hotel pickups, the driver will wait for you in the hotel lobby. Detailed meeting instructions and your driver’s contact number are provided in your booking confirmation voucher.

WelcomeTaxi guarantees that your driver will do their best to meet you on time.

Both you and the driver will have each other’s phone or WhatsApp number. Please keep your mobile phone switched on at the time of pickup. If you can’t reach the driver, contact our support team immediately.

If you can’t find your driver, please double-check the name signs again — the driver may have missed you in the crowd.

Try calling or messaging the driver via WhatsApp. If there’s no response within the meeting time, contact our support team.

If necessary, go to the airport’s Information Desk to arrange a local taxi to your destination.

Important note: If the driver fails to meet you, we will refund your payment.