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FAQs 2018-11-16T15:10:12+00:00

Frequently Asked Questions

General Information

Bookings must be made at least 48 hours before the date and time of the transfer. However, if customers wish to book a transfer in under 48 hours, they must contact us by email in order to check availability. El Mar Services reserves the right to reject bookings made with less than 48 hours notice prior to the date and time of the transfer. The main passenger has to have unlimited legal capacity when the transfer takes place.

Every transfer must be prepaid. The standard payment method is via credit or debit card (Mastercard or Visa). To make the online payment process as safe as possible you will also need your Mastercard Securecode or Verified by Visa password, as well as your card number. This additional information ensures  online payments are even safer as this password  is only known by you and your credit card provider.

Your booking confirmation will be sent via email.

Changes have to be made in writing to info@elmarservices.es at least 48 hours before the transfer. Changes within less than 48 hours will have an extra charge between 20% – 40% of the booking total cost.

Cancellations must be confirmed by the customer in writing by emailing info@elmarservices.es.  Customers shall be entitled to a refund if the transfer service is cancelled at least 48 hours prior to pick up. Customers shall not be entitled to a refund if the transfer service is cancelled less than 48 hours prior to pick up.

In our destinations we offer private and shuttle transfers. Please note that shuttle bookings need to be made at least 48 – 72 hours before departure. Bookings within less than 48 hours cannot be accepted unless you contact us via telephone. Furthermore shuttle transfers are executed from or to official hotels, resorts, private villas and addresses.

Transfer from the airport

Our local representative will be welcoming you in the arrivals hall of the airport with a sign with your name on it. As it is a shuttle transfer, you will be asked to wait for other passengers who will be sharing the transfer with you. The waiting time at the airport should not be longer than 30-45 minutes.

Transfer to the airport

The pickup time needs to be at least 3 hours before the flight departure time. There are various stops on the way to the airport and there may be minor delays. Please be aware that we do not accept any complaints regarding delays of a shuttle transfer if they are not longer than 25 min. In most of the destinations our customers will be informed of their pickup time 24 hours before departure via the notice board in the reception area of the hotel or apartment complex . If the customer cannot find the pickup details it is his or her obligation to confirm the pickup time with the local office. The necessary contact details are provided in the booking confirmation.

Luggage allowance per person

One (1) suitcase of max. 15kg / 20kg and one (1) hand luggage which has to go on the lap. If you are traveling with children, you may also use the shuttle service but only if they are min. 12 years old and do not require a child seat. Baby and child seats can be provided FREE for shuttle transfers & private transfers.

In Tenerife South Airport – Reina Sofia, our driver will be waiting for our customers at Office No.6 in the arrivals hall of the airport. To help customers identify their driver, s/he will be holding a sign with the customer’s name on it. The driver will arrive approx. 15 – 20 minutes after the official landing time to give customers enough time to collect their luggage and make their way to the arrivals hall.

Early flights: Arrangements will be made for early arrivals when possible.

Delayed flights: If flights are delayed, our driver will wait for our customers for no extra charge. However, we do ask that customers try to inform El Mar Services as soon as they know about any delays. If the customer cannot be located within 60 minutes after the official landing time, and if until this time no telephone contact has been made to El Mar Services by calling the telephone numbers indicated in the booking confirmation, the customer loses their right to the booked service, reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. When there are doubts as to whether the customer contacted El Mar Services, the records of El Mar Services’ telephone provider will be sufficient proof. If the customer has any difficulties locating the driver, El Mar Services must be called immediately using the telephone numbers indicated on the booking confirmation. If the customer fails to call El Mar Services and, for example, makes their own transfer arrangements without the authorisation of El Mar Services, s/he loses their right to reimbursement of the booked service, reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. In doubt of the customer having called El Mar Services or El Mar Services having tried to contact the customer, the records of El Mar Services’ telephone provider shall be sufficient proof.

The driver will be waiting for the customer at the time and place stated in the booking. The customer shall be waiting in front of the building with their complete set of luggage. If the vehicle cannot park in front of the building the customer must provide an alternative pickup point. Our drivers always aim to arrive at the agreed time, however small delays may be suffered due to unforeseen circumstances, such as traffic jams, accidents, road works, etc. As such, El Mar Services asks customers to calculate a 5-10 minute courtesy window from the stated pickup time in case of such eventualities. El Mar Services strongly recommends customers choose an earlier pickup time in order to arrive at the airport at least two hours before the departure time. If the customer insists upon a pickup time later than the recommended one, the customer agrees that in refusing the recommended pickup time that neither El Mar Services nor the supplier can be held responsible for any delays, missed flights, etc, as this decision is taken at the customer’s own risk. By refusing to accept the recommended pickup time, the customer foregoes their right to reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. If the customer cannot be located at the waiting time specified under I) and if until this time the customer fails to make telephone contact with El Mar Services by calling the telephone numbers indicated in the booking confirmation then the customer loses their right to the booked service, reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. Where doubt arises as to whether the customer called El Mar Services, the records of El Mar Services’ telephone provider shall be sufficient proof. If the customer has any difficulties locating the driver, El Mar Services must be called at the telephone numbers indicated in the booking confirmation. If the customer fails to call El Mar Services and for example makes their own transfer arrangements without the authorisation of El Mar Services, they lose their right to reimbursement for the booked service, any additional costs incurred, compensation, etc. In the event there are doubts surrounding whether the customer called El Mar Services or whether El Mar Services tried to contact the customer, the records of El Mar Services’ telephone provider shall be sufficient proof.

– At airports – max. 60 minutes from the official landing time.

– At hotels or similar, private addresses or similar, or at any other place not previously mentioned – max. 10 minutes from the pickup time indicated in the booking.

If the waiting times have been completed and the customer fails to appear, the transfer shall be considered as completed and the customer shall lose the right to the booked service, reimbursement of booking fee, reimbursement of any additional costs incurred, compensation, etc.

The price includes one normal sized suitcase (max. 20kg) and one piece of hand luggage (handbags, small backpacks etc.) per person. Hand luggage has to be transported inside the car. Carry-ons (10kg), like those allowed onboard as hand luggage by Ryanair (10kg), are defined as normal suitcases by El Mar Service and thus have to be transported in the trunk of the car. With respect to the taxis of 4 seats, the number of permitted suitcases is restricted to two large suitcases or three normal sized suitcases. The customer shall keep in mind the number of suitcases when making the booking. If the number of suitcases exceeds the number of permitted suitcases per vehicle that are indicated in step 2 of the booking process, El Mar Services shall not be held responsible in the event luggage does not fit into the booked vehicle. El Mar Services must be informed about any extra luggage or items such as wheelchairs, strollers, bicycles etc. when making the booking; if the customer fails to do so, El Mar Services cannot be held responsible if items do not fit into the booked vehicle.

Once the booking process is complete and the transfer has been confirmed, the customer accepts that the transfer shall be performed using any suitable vehicle with respect to the number of passengers and luggage indicated in the reservation. El Mar Services cannot guarantee a certain type of vehicle in the event of possible last minute changes to the schedule, vehicle substitutions, etc. Furthermore, El Mar Services informs customers that smoking, alcohol consumption, and illegal drugs are strictly prohibited onboard our vehicles. Tranfercanarias and the supplier reserve the right to refuse transportation to passengers under the influence of alcohol or any other drugs.

During the booking process, customers must inform El Mar Services if they are travelling with infants and minors. A single child seat shall be provided free of charge at most destinations, however each additional seat will incur a cost 5€ per seat / per way.

In rare instances, it may not be possible to guarantee the availability of a child seat, (i.e. in the event of last minute changes to the schedule, vehicle substitutions, etc.), however we will always try to do our best to give you what you need.

Customers must indicate during the booking process whether they require additional pick ups or drop offs. Every additional stop off (i.e. to pick up keys, a second pickup / drop off, or a pickup / drop off at two different terminals at the same airport, etc.) must be confirmed by El Mar Services before the transfer takes place. Furthermore, extra charges will apply for every additional stop off. The charge will vary depending on the zone / city and type of vehicle used for the transfer. El Mar Services and the supplier reserve the right to reject extra stop offs that have not been indicated during the booking process and accepted by El Mar Services before the transfer takes place.

El Mar Services customers are covered by our comprehensive transport industry insurance policy. However, additional insurance can be added as necessary by informing us of your needs in the Observations section of our online booking form.
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