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Frequently Asked Questions

TRANSFER ORDER

How can I order the transfer?

You can order the transfer through our web site (press here to go to the transfer reservation page). Just fill in the form.

You will receive an automatic confirmation message with information about your order. Please check a correctness of information specified by you. If everything is right –  expect our confirmation letter. If you made a mistake – immediately contact us (by mail: info@goldprestigetours.com or by phone, sms: +351966144698) specifying the number of your reservation.

Usually we answer within 20-30 min. but in hours of intensive loading, waiting time can be more sometimes – please be patient! We will surely answer you.

When we receive your order, we check availability to make the transfer and inform you by the confirmation mail.

After receiving the confirming letter – relax and prepare for future travel.  We will try to make your mving across Portugal the most comfortable.

How and where do I enter the destination point in the order form?
Enter the full name and address (for example, Hotel Tivoli, Av. da Liberdade 185, 1269-050 Lisboa) in “Drop-off address” field in reservation order form.
How many days (weeks, months) prior to departure date can I make an order?
We do not limit the period between the date of placing the order and the trip date. However, we recommend that you book your transfer not earlier than two weeks before the planned date of the transfer.
What should I do if I did not receive the order confirmation?
The system sends the order confirmation immediately after receiving your order. Some mail services can consider this letter as spam and block it! Please check your spam folder to see if it’s in there. If it’s not, check email address you gave when booking. If the order was correct and you did not get a confirmation letter within 20 min – please contact us by email to info@goldprestigetours.com
Do infants count?
Yes, we count infants and children as people. Under Portuguese law, we’re required to use special seats for children, and we provide these free of charge. Please, tell us in our reservation form how many children you’ll have with you.

 

What are your operating hours?
We provide our Lisbon transport services 24 hours a day, 7 days a week and 365 days a year, including all public holidays. However, if you wish to make a new booking please note that outside of our normal business hours (from 10pm to 8am) we handle only emergency requests, and new bookings won’t be accepted. Transport for those hours must be arranged prior to that time.
What time will you pick us up on our departure day?
We generally recommend a pick-up time for your Lisbon airport transfer service around two-and-a-half hours before your flight departure for non-EU flights, and two hours before for EU flights departures. Ultimately though, you can decide your own departure time.
Can the client book a transfer for the same day?
Usually we only accept bookings up to 24 hours prior to arrival.
You can try to order the transfer in the same day – but we won’t be able to guarantee available vehicles.
Anyway, we will answer to you, if we will be able to execute a transfer or not!

 

 

 

MEETING THE DRIVER

What should I do if the flight is delayed?
Please contact us as soon as you become aware of the flight delay. If that’s impossible, please contact us after landing.

We guarantee one hour of free expectation!

What if the flight arrived ahead of schedule?
If your plane landed ahead of schedule, please inform us by telephone or SMS or stay close to the arrival area exit until the driver appears.
How do I find the car at the airport?
It is not necessary. The driver will meet you at the airport at the arrival hall, with name plate described in the “meet and greet” description box and escort you to the car
What happens if the client can’t find the driver at the airport?
The client should call immediately to the assistant desk:

  • +351966144698
  • +351926772465

PAYMENTS

How can I pay?
You can pay by cash or credit card to the driver.

Attention!  If you wish to pay a credit card – report it in the order form, and we will send for you the car equipped with the payment terminal.

 

When do I pay?
You can either choose to pay in advance for your airport transport service, or when you’re dropped at your hotel. If you’re paying online in advance, our driver will be informed by our system and there’s nothing more you need to do. If you’re paying on arrival by cash or credit card, you’ll pay the full amount when you arrive at your destination.
Can I have a receipt?
Yes, your driver will be able to provide you with a receipt. If you are traveling on business and need a tax invoice, please let us know in advance or we will send it to you by e-mail.
Are your prices per person or per vehicle?
Our prices for private transfers are quoted per vehicle and not per person.
Do I need to pay only in Euro currency (€)?
Naturally we accept payment only in the local Euro currency, but in emergency cases we also accept cash in pounds sterling (GBP), US Dollars. If you pay in cash in anything other than the local currency (€) the price may slightly vary based on the actual exchange rate.
Should I tip the driver?
If you are happy with the service you receive, it’s customary to tip your driver between 10% and 15% of your total charge. This is entirely at your discretion. Even a very small tip will be much appreciated by your driver.

GENERAL

What is your smoking policy?
All our vehicles are non-smoking including electronic/ vapor cigarettes. But in long distance transfers we do stop on the way so the client can have a smoking break.
Do you have insurance?
Yes, our passengers are insured from personal accidents in the case of accidents. However, we recommend you to have a travel insurance policy that is valid for the whole trip duration.
How long does it take from Lisbon airport to the city centre?
The journey from Lisbon airport to the city center usually takes around 15 minutes by car and up to 30 minutes if there is heavy traffic.
What happens if I cancel my trip?
You can cancel your booking at any time. If you are entitled and your booking was pre-paid, your refund is automatically issued back to the card used for payment. Generally, for all bookings originating in Lisbon, which are not provided by VIP vehicles, a refund is always granted.
We will not charge cancellations if they happen until 48h before the scheduled time for the service to start. In case the cancellation is done after 48h prior to the scheduled time for the service to start, 25% of the total service price will be charged. This penalty will never be less than 10 euros and not more than 100 euros.
I need to change/cancel booking – what should I do?

If you need to change or cancel a booking or change your details, please email us to info@goldprestigetours.com or send SMS, you can also give us a call between 9 am. and 9 pm. +351966144698

It is necessary to specify your reservation number in your letter or SMS.

What if I have huge or extra large luggage?
We don’t charge for extra large luggage. However, if you will have extra large luggage on your trip, please let us know in advance so that we can send a larger car if necessary but the cost per cars or minivans may vary.
Alternate Dispute Resolution
In case of dispute the consumer can use the Consumer Alternative Dispute Resolution Entity of their geographical area.

Under Portuguese Law Article number 18/144 dated 8th September 2015

Please click here to be redirected to the Online Dispute Resolution