Frequently Asked Questions

Enter the departure location in the “From” field and the destination in the “To” field. You can enter the name of the place or specify the exact address. The drop-down suggestions will make the search faster and easier.

Then, click on the “Continue” button. Select the required transfer class and continue with the booking.

Select the city or enter the exact address of the hotel from which you need to get to the airport in the "From" field. The price does not depend on where our driver picks you up, but it should be within the city limits. Enter the name of the airport in the "To" field.

Important note: Please calculate your pick-up time by taking into account the estimated ride time (as shown on the website) and another 3 hours for check-in at the airport.

If you require a transfer from an airport or railway station, we recommend that you specify your flight arrival time as the start of your transfer. This will make it easier for the driver to organise the meeting.

Important note: If you have been notified of a change in arrival time, please let us know so that we can negotiate any urgent changes with the carrier.

If you require a transfer from a hotel to an airport, please state the time you wish to be met at reception. You will need to calculate the departure time by yourself. We recommend that you add 3 hours for airport check-in to the time of the ride. The approximate time the driver will need to arrive at the airport is shown on the booking page.

For example, if your flight departs at 14:00 and the transfer time is 1 hour, the pick-up time should be 10:00.

You can find the duration of the transfer on our website and on your booking confirmation voucher (pdf file, downloadable after booking).

Important note: The duration is approximate and may vary depending on traffic, time and date of transfer, public holidays, etc. Please make changes to your order in advance if you receive new information about the traffic situation.

If you are booking a transfer from the airport, you must enter your flight number with both letters and numbers.

For example, FR1870 is a complete flight number and 1870 is incomplete.

If you give us an incorrect flight number, our driver will not be able to track your flight.

The timing depends on the vehicle class. Premium class vehicles or Minibus for 10, 13, 16 or 19 pax should be booked at least 24 hours in advance.

Standard vehicles (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax) should be booked at least 16 hours prior to your trip.

If you don't have that much time, you can book an urgent transfer. We will inform you as soon as possible whether we can provide the service or not.

Once you have completed the booking, you will receive a confirmation e-mail with a voucher detailing your booking number and all the relevant information for your trip.

If you do not receive the confirmation e-mail, please contact our manager by e-mail at support@kiwitaxi.com or via online chat.

Enter the exact address of your destination or the name of your hotel.

Important note: A hotel address is usually given on the hotel voucher - a document that confirms your booking and is sent to you after you have reserved a room.

You can book your return transfer when you book a one-way trip. To do this, enter the date and time of your return transfer in the special field on the booking form.

If the route of your return transfer is different from your outward journey, you will need to make two separate reservations.

Regardless of age, each child is considered a passenger and you should take this into account when entering the number of passengers when booking.

You can select the type of child seat you require when entering your booking details. Child seats are charged extra.

Child seats are required in most countries. The safety of transporting children is regulated by law, and there are penalties for not using child seats.

If you don't book a child seat, the driver has the right to refuse the transfer.

On our website, you will find information about the number of passengers and luggage allowed for each car class. Each class is illustrated by car models that belong to that class.

If you have any doubts about which class is most suitable for you, please contact our support team via online chat or e-mail at support@kiwitaxi.com.

We guarantee to provide you with a car of the chosen class or with higher comfort or capacity. The rules for changing class are as follows:

- Micro class can be replaced by Economy, Comfort, Business, Premium, Minivan 4pax, Premium Minibus 6pax, Minibus 7pax classes;

- Economy class can be replaced by Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax classes;

- Comfort class may be substituted for Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax classes;

- Business class may be substituted for Premium class;

- Minivan 4pax may be substituted for Premium Minibus 6pax, Minibus 7pax and Minibus 10pax;

- Minibus 7pax may be substituted for Minibus 10 and 13pax;

- Minibus 10, 13, 16pax classes can be replaced by minibus with higher capacity.

Important note: The makes and models of vehicles shown on the website are for general information only and may vary; the vehicles are not branded, i.e. they do not have the Kiwitaxi logo on them.

Each car has its own capacity which is displayed on the website.

A standard piece of baggage is defined as a bag or suitcase that does not exceed 158cm in length, width and height.

Hand baggage can be placed in the car.

Important note: If you are travelling with non-standard baggage (e.g. skis or snowboards in case of transfers to the ski resort, as well as bicycles, prams, wheelchairs, large suitcases, golf clubs, etc.), please contact our support team by e-mail at support@kiwitaxi.com or in the online chat to select an appropriate car class.

Standard baggage is defined as baggage whose three dimensions (length, width and height) do not exceed 158 cm. Any baggage larger than this may be considered non-standard.

If you have non-standard luggage with you (skis or snowboards in case of private transfers to the ski centre as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), please specify this information in the ‘Comment to order’ field when making a booking.

You can also contact us for advice at e-mail support@kiwitaxi.com or in online chat.

If you need a transfer to a hotel, please enter its name or exact address in the ‘To’ field.

If the required route is not found, please enter the destination city in the ‘To’ field and specify the hotel address at the next step of the booking process.

We are Pet-Friendly and will provide a comfortable environment for travelling with your pets.

Our drivers are specially trained to ensure a safe and stress-free journey.

To activate the service, add the ‘I'm travelling with pets’ option when making your booking.

For everyone's convenience, we ask that your pet be transported in a carrier and that you have all the necessary documentation with you. Please keep your pet in the carrier throughout the ride.

We will do our best to assign a woman driver to your trip. The request is treated with high priority, which increases the likelihood of a woman driver being assigned to your booking, but it does not guarantee a 100% assignment.

If no woman drivers are available at the time of service, we will notify you before the vehicle is dispatched. In this case, the trip will be performed by another verified male driver, ensuring the service is provided on time.

By placing a booking, you confirm that you have read and agree that Kiwitaxi will make every effort to assign a woman driver when this option is selected, but availability cannot be guaranteed.

The service of vehicle dispatch and transfer is considered properly rendered even if, despite the chosen “Women Driving Women” option, the vehicle was provided with a male driver and the transfer was completed by a male driver.

The “Women Driving Women” option is primarily designed for female and non-binary passengers. By selecting this option when booking, the Client confirms the accuracy of the information provided and assumes responsibility for it.

No, the service is included in the standard transfer price. In exceptional cases, it may be provided for an additional fee subject to agreement with the Company.

There are two ways to change your booking:

1. Via your personal account, at least 24 hours before the trip (to get there, click on Personal Account in the e-mail we sent you and set the password).

2. By contacting our support team, if it is less than 24 hours before your transfer.

Important note: Changes in your order requested less than 1 day before the trip may be declined.

There are two ways to cancel your booking:

1. Via your personal account, at least 24 hours before the trip (to get there, click on Personal Account in the e-mail we sent you and set the password).

2. By contacting our support team, if it is less than 24 hours before your transfer.

Important note: In case of urgent cancellation, we will not be able to refund the deposit. The free cancellation period is stated in the e-mail and on the Modify/Cancel booking page.

You can cancel your booking with a full refund:

- Up to 5 hours prior to departure for Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax vehicles.

- Up to 24 hours prior to departure for Business, SUV, Luxury SUV, Premium, Premium Minibus 6 pax, Minibus 10, 13, 16, 19 pax.

If you cancel your booking less than 24 hours prior to departure, penalties may apply as per the Terms and Conditions.

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

If you become aware of a longer flight delay, please inform the driver by calling the phone number provided to you, contacting Customer Support via e-mail at support@kiwitaxi.com or by using the online chat on our website.

Provide the order number and the new arrival time.

Important note: The driver may request an additional fee for extra waiting time.

If you are booking a transfer from a hotel, the price includes 15 minutes waiting time from the time specified in the order.

If your flight arrives early, your driver may not be at the meeting point with a nameplate yet. Please wait for the driver at the meeting point indicated on the voucher.

You can also contact the driver by phone or SMS to speed up your meeting at the airport.

Important note: If possible, do not leave the airport with a local taxi service, as we will not be able to refund you.

If you need to make a long stop or change the planned route, you can discuss the price of the stop or detour with the driver or Kiwitaxi support prior to the ride.

The voucher sent to you by e-mail to confirm your booking will state the fixed price for a ride to the specified destination without extra stops or detours.

The deposit will be refunded to your account within 5-7 banking days if the booking was cancelled more than 24 hours prior to the trip.

If you do not receive a refund within 5-7 days, please check your account history.

If there is no refund notification, please contact us by e-mail at support@kiwitaxi.com or via online chat.

Depending on your country, you can choose from the following payment options:

1. Make a full payment online in a currency of your choice.

2. Make a small prepayment when booking a transfer. The remaining amount should be paid in cash to the driver on arrival.

3. Cash to the driver. No prepayment is required on the website; you pay the full amount to the driver at the pick-up location. May not be available on all routes.

If you need to pay by invoice, please contact the manager by e-mail at b2b@kiwitaxi.com.

Your card will be charged in one of 2 currencies: dollars or euros. The currency of payment is displayed on the right-hand side when you select a payment option.

The exchange rate depends on your bank and may vary.

We accept VISA, MasterCard, and Apple Pay. These payment systems ensure the security of money transfers according to international standards. Data is entered on a secure page, which is a payment gateway. This guarantees the security of your information and the transfer of funds.

Yes, the payment is received by the bank, certified by VISA/MasterCard.

We recommend that you pay in the currency specified on your voucher.

Important note: You should prepare the required amount in cash in advance.

You can discuss paying in another currency with your driver, but they have the right to refuse and ask you to exchange money.

If you book a taxi transfer from the airport to the city, the price already includes 1 hour 30 minutes waiting time after the scheduled arrival time. If your flight is delayed by less than 30 minutes, the driver will monitor the flight and adjust his arrival time accordingly. If you become aware of a longer flight delay, please inform the driver as soon as possible by calling one of the phone numbers provided in your e-mail.

Please note that if the waiting time exceeds 1 hour 30 minutes, the driver may ask you to pay extra for waiting.

If you are booking a transfer from a hotel, the price includes 15 minutes waiting time from the time specified in the order.

All prices displayed on the website are provided per car. The price does not depend on the number of passengers within the car capacity.

Important note: maximum capacity of a car is specified for each class.

The price of a Kiwitaxi transfer does not depend on the weekend or time of day for taxi transfer. This is what distinguishes this service from taxi services and local taxis.

For example, you can book a taxi transfer from the airport to the city for any day of the week at the price quoted on the Kiwitaxi website. The only restriction is the minimum booking period. Check how far in advance it is possible to make a booking.

Important note: During some holidays or major events (such as New Year, Olympics, or World Cup), the price may increase due to increased demand.

Please e-mail us at support@kiwitaxi.com and describe the problem. We will try to resolve the problem within a few hours.

In the meantime, we suggest you follow a few simple steps:

1. Change the browser you are using to view the Kiwitaxi site.

2. Restart your device and return to the payment page.

3. Change your payment method if the other options do not help.

For airport transfers, the driver will meet you at the arrivals area exit. It is located after the passport control and the baggage claim areas.

For hotel transfers, the driver will wait in the lobby.

Detailed meet-up instructions can be found in your trip confirmation voucher. It will also include the driver’s telephone number.

Important note: Your driver will meet you with a nameplate displaying the first and last names you provided during the booking.

One day before the transfer, we will send the dispatcher's phone number to your e-mail.

Important note: Please call or text the dispatcher if your flight is delayed for more than half an hour, or if baggage claim at the airport takes longer than planned.

We guarantee that the driver will make their best effort to meet you.

The driver will have your number and you will have theirs. Please keep your mobile phone switched on. If you cannot reach the driver, please contact our support team.

We try to choose the drivers so that they can speak the language of the customer or at least English.

However, we cannot guarantee that the driver will speak a requested language. The driver will have the main information about the route, and it will help you to avoid communication issues and any language barrier problems.

If you can't find the driver, please check the names on the nameplates again. The driver may not have noticed when you passed by.

If the driver did not contact you during the meeting time, please contact our support team. Finally, go to the Information desk to book a taxi from the airport to the city, from the hotel to the airport or train station, or any other route our driver was supposed to take you.

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