Frequently asked questions
Here you can find information about booking and performing transfers. If you did not found answer to your question, please contact our support.
[+] How can I contact you?
[-] How can I contact you?
If you can’t find a solution to your query within our FAQ`s and would like to get in touch with us, please visit our contact us page or send an e-mail firstname.lastname@example.org.
Alternatively, you can call us on +39 388 491 6983 for Europe from Monday-Friday between 9:00 to 18:00.
[+] Who are Havanaairporttransfer.com?
[-] Who are Havanaairporttransfer.com?
We’re a company dedicated to making it easy for you to get from A to B in Cuba. We are part of the largest family of travel businesses in the world which also includes Ridecabs.com
[+] Why book with Havanaairporttransfer.com?
[-] Why book with Havanaairporttransfer.com?
Our aim is to make your journey hassle-free. We have a team of customer service agents dedicated to ensuring that your journey runs smoothly.
We offer a variety of transport options to cater for your travel needs, whatever your budget.
Our Airport Meet and Greet service will ensure you receive a warm welcome. Meet and Greet includes 60 minutes waiting time after landing. You also don’t need to worry about flight delays as we track your flight times and adjust pick-up times accordingly.
[+] How do I pay? Is it safe/secure?
[-] How do I pay? Is it safe/secure?
Currently, we accept Visa, American Express and MasterCard, as well as most major debit cards. We also accept payment via PayPal.
Our online payments are handled by Braintree – the same secure online payment system trusted by Uber, Airbnb and other global travel names.
Your card details will be encrypted and the connection is secured with TLS/SSL, ensuring that your card details are safe at all times.
[+] Can I choose a currency?
[-] Can I choose a currency?
Yes. On the top right-hand corner of the website, there will be an option to select the currency in which you wish to pay for your booking.
[+] How can I report a problem with your website?
[-] How can I report a problem with your website?
Should you experience any technical problems with our website, let us know by visiting our Contact Us page or email@example.com. To help us fix the problem, please be as specific as possible. Please let us know the type of device you were using and where possible attach a screenshot. Alternatively, you can call us on +39 388 491 6983 from Monday-Friday between 9:00 -18:00.
[+] Can I use your website from my tablet or mobile device?
[-] Can I use your website from my tablet or mobile device?
Yes. Our website works fine on both tablets and latest mobile browsers.
[+] How will you use my personal data?
[-] How will you use my personal data?
[+] Can I make a booking over the phone or email?
[-] Can I make a booking over the phone or email?
As Havana Airport Transfer is an online ground transportation booking service, all bookings must be made on our website. Should you require any assistance with the online booking process, we`d be happy to talk you through the online booking process over the phone on 0039 388 491 6983 Monday-Friday between 9:00 -18:00 or you can send us an e-mail. firstname.lastname@example.org
[+] How can I make a booking and what information will I need?
[-] How can I make a booking and what information will I need?
Making a booking with Havanaairporttansfer.com is quick and easy!
Simply, enter your journey details and click search to browse our range of transport options and choose the option that best suits your travel needs and budget. Once you have made your selection, you will be required to enter the passenger details including mobile phone number, email address and payment details.
Where the collection is from an airport, entering your arrival flight number is essential. By providing us with this information, your flight will be monitored and collection time will be adjusted according to your delay/early arrival.
When travelling to the airport, please ensure you enter your required pick-up time rather than the flight departure time.
[+] Why do I need to have a working mobile phone at the time of pick up?
[-] Why do I need to have a working mobile phone at the time of pick up?
Your mobile number may be used by your driver or us to contact you in case of emergency, for example if your driver is experiencing difficulties locating you at the time of pick-up.
Please ensure you have entered the full mobile number including your international dialling code.
Whilst some drivers may be able to use online messaging apps, we cannot guarantee that your driver has access to such apps. We therefore request that you provide a number, on which you can receive phone calls at the time of pick-up.
[+] Can I book a return journey?
[-] Can I book a return journey?
When entering your journey details, you will be offered the option to select a return journey using the same locations for your return. If you are browsing one-way journeys, you will also be given the option to change your search to include a return journey.
Where you have already booked a one-way journey, you will have the option to add a return journey once you have reached the confirmation page.
[+] Can I make a booking on behalf of a third party?
[-] Can I make a booking on behalf of a third party?
Yes, you can make a booking on behalf of a third party. Please note that the contact details you enter will be used for important communication regarding the booking.
We strongly recommend that you enter the mobile phone number of the passenger, in the event the driver needs to get in contact around the time of pick-up.
[+] What is the minimum notice required for a new booking?
[-] What is the minimum notice required for a new booking?
The minimum notice we need to confirm a booking depends on the car type and the location. To ensure you enjoy the widest range of vehicle types and also our best rates, we recommend you book at least 24 hours prior to pick up, however in some locations we have vehicles available to book up until 48 hours prior to pick up.
[+] Which vehicles do you offer?
[-] Which vehicles do you offer?
We offer the following classes of vehicles:
Standard (Skoda, Hyundai, Octavia or similar)
Classic Car (Ford, Chevrolet, classic American or similar)
Large people carrier (5 pax) (Ford Tourneo or similar)
Minibus (7 pax) (Renault Master, Hyundai H1, Hyundai Starex or similar)
When choosing a vehicle, please make sure you have checked the passenger and luggage capacities and chosen the most suitable option.
Note: Classic car is only available for short distance transfer.
[+] What is included in the price?
[-] What is included in the price?
There are several different types of service you can book with Havana Airport Transfer, all of which are fully inclusive of all taxes, fees and toll roads.
[+] Can I make special requests?
[-] Can I make special requests?
If you have any special requests, for example child seats, please tell us in the “comments for your driver” section when making a booking.
[+] Can I request a specific vehicle?
[-] Can I request a specific vehicle?
Our website allows you to choose a category of vehicle, however we are unable to guarantee a specific make and model of vehicle.
[+] Can I book a child seat?
[-] Can I book a child seat?
In some destinations, children are required by law to travel in appropriate child seats or child restraints. Although we will endeavour to notify you of this requirement during the booking process, it is your responsibility to inform yourself of the local legislation and tell us the number of children travelling and their ages in the “Comments for your driver” section when making a booking. If you fail to request a car seat for a child, you may not be accepted for travel in destinations where such restrictions apply.
[+] When will I receive contact details for my driver or service provider?
[-] When will I receive contact details for my driver or service provider?
For bookings made over 24 hours in advance of your pick-up, we will send you contact details for our service provider 12 hours prior to your journey. For last minute bookings made within 24 hours of your pick-up, these details will be included in your confirmation email.
[+] I did not receive my confirmation email, how can I obtain it?
[-] I did not receive my confirmation email, how can I obtain it?
I did not receive my confirmation email, how can I obtain it?
You should receive a confirmation email almost immediately, be sure to check your spam filter.
If your confirmation email has not arrived, please get in touch with us via our Contact us page or email@example.com.
[+] Do I need to print my confirmation email?
[-] Do I need to print my confirmation email?
For private transfers, you don’t need a printed confirmation. Just make sure you keep your confirmation email available at the time of your journey as it will contain important information on where to locate your driver.
[+] What happens after I make a booking?
[-] What happens after I make a booking?
As soon as you have completed your booking you will receive a confirmation email and text message straight away. Please read through confirmation e-mail to ensure all details are correct.
[+] What do I do when my flight has landed?
[-] What do I do when my flight has landed?
Your driver will greet you on your arrival in the arrivals hall, holding a sign with your name on it. Please read through your confirmation e-mail as this may contain information on where to meet your driver within the arrivals hall.
If you experience any difficulties finding your driver, please call the phone number provided by e-mail for further assistance.
[+] What happens if my flight is early or delayed?
[-] What happens if my flight is early or delayed?
You can enjoy the convenience of someone waiting for you, regardless of early or late flight arrivals. Your flight arrival will be tracked according to the flight number you provided us with upon making your booking.
Once your flight has arrived, your included 60 minutes waiting time will commence. The driver is not obliged to continue waiting after the initial 60 minute waiting time is over and if they have not been informed of a further delay.
[+] What happens if my flight is cancelled?
[-] What happens if my flight is cancelled?
Our normal cancellation policy will apply, please find a detailed explanation in our Terms and Conditions.
In the event of flight cancellation, it is usually possible to claim back the cost of your journey either from your airline or your travel insurance
[+] I have booked a return journey. Do I need to reconfirm my booking the day before?
[-] I have booked a return journey. Do I need to reconfirm my booking the day before?
You are not required to reconfirm your return journey. Your driver will collect you as per your confirmed booking.
[+] Where do I find my driver and how can I contact them?
[-] Where do I find my driver and how can I contact them?
Your driver will collect you from the address you selected when making your booking. If your pick-up is from an airport, the confirmation e-mail will contain information on where to meet your driver.
[+] How will the driver know I am the right passenger?
[-] How will the driver know I am the right passenger?
If confirmation is required, your driver will ask you to confirm your name and journey details.
[+] Can I tip my driver?
[-] Can I tip my driver?
As your rate is inclusive of tax, fees and gratuity, you are not required to tip your driver.
You are of course free to further reward service of a high quality should you wish to.
[+] How can I leave feedback on my journey?
[-] How can I leave feedback on my journey?
We love to hear about our customers` experiences, whether they are positive or negative, as this helps us to continually improve the service we offer. You will therefore receive a short survey upon completion of your journey.
If you were dissatisfied with the service you received, we would ask that you complete our survey as soon as possible so we can take appropriate action. Equally, if you`d like to pass on your positive feedback or have any other suggestions, we`d welcome your comments.
[+] Who should I contact if I have left personal belongings in the vehicle?
[-] Who should I contact if I have left personal belongings in the vehicle?
We recommend contacting your driver directly using the contact details provided by e-mail, however please feel free to ask for our assistance via our Contact Us page.
Although we will try to assist, please note that personal belongings are the customer`s responsibility and so we recommend thoroughly checking before exiting the vehicle.
[+] How can I cancel my booking?
[-] How can I cancel my booking?
You wish to cancel your booking, you can retrieve your booking, by clicking on the `My booking` button on the top right-hand side of the website. Simply enter your booking reference and email address and select `Go` and your booking summary will be displayed. To proceed with your cancellation, select `Cancel this booking` and then `Submit`.
Shortly after cancelling your booking, you will receive an email confirming this.
Please note, we can accept cancellation requests sent by e-mail. E: firstname.lastname@example.org
[+] Can I amend my booking?
[-] Can I amend my booking?
If your plans have changed and you would like to make one of the below types of amendments, please get in touch with us:
- Date and/or time
- Flight number
- Minor corrections to the pick-up and drop-off points
- Passenger details
If you would like to change the vehicle type or make a significant change to the pick-up or drop-off location, you can retrieve your booking, by clicking on the `My booking` button on the top right-hand side of the website. Simply enter your booking reference and email address and select `Go` and your booking summary will be displayed. To proceed with your cancellation, select `Cancel this booking` and then `Submit`.
Please note that any amendments requests made within 48 hours of pick-up are subject to availability.
[+] What is your cancellation policy?
[-] What is your cancellation policy?
If your plans change, you can cancel your trip free of charge inside the free cancellation period. The free cancellation period is dependant on the service you have booked. You will be notified of the relevant cancellation policy during the booking process and this will also be displayed in your confirmation e-mail for your convenience.
Cancellations outside of the free cancellation period (local time of your pick-up) will be non-refundable.