Cash
TPO5 valid until 31 Dec 2026
In short
If your luggage does not arrive, report it at your airline's baggage tracing desk in the baggage reclaim area and, in parallel, let your driver or customer service know about the delay. Up to 90 minutes of waiting time from the scheduled arrival time are usually included; for delays under 30 minutes the driver adjusts arrival automatically. If it runs longer, contact the driver using the details in your booking confirmation. The booking partner's terms remain decisive.
When the waiting time starts
Many transfers include up to 90 minutes of waiting time from the scheduled arrival time. For delays under 30 minutes the driver adjusts arrival automatically. The exact rule is in your booking confirmation and depends on the booking partner. It covers the normal path through passport control and baggage reclaim.
Landing is not the meeting point
Time passes between touchdown and reaching the meeting point: leaving the aircraft, a possible bus to the terminal, passport control for non-Schengen flights, and baggage reclaim. Factor these steps in before assuming a delay.
Passport control and baggage reclaim
For flights from outside the Schengen area, passport control is added. Baggage reclaim follows. Only once it is clear that a bag will not arrive on the belt does the airline's baggage tracing desk become relevant.
At the airline baggage tracing desk
Report missing checked luggage directly at your airline's baggage tracing desk in the baggage reclaim area. You receive a case with a reference number (PIR) used for delivery. Keep the receipt and your baggage tag.
Contact your driver
As soon as it looks like it will take longer, send a short message via the channel named in your confirmation. That way the driver knows and you are not under time pressure at the desk. How to find the driver is covered in BER pickup: find your driver.
After the included waiting time
Once the included waiting time is used up, the next steps follow the provider's terms. Options include extended waiting for a surcharge or a new arrangement. Early notice keeps both open.
Details customer service needs
Have ready the booking number, the flight number and the baggage tracing (PIR) reference. These allow the waiting time and next steps to be clarified.
Frequently asked questions
When does waiting time start? Usually from the scheduled arrival time, with up to 90 minutes included. For delays under 30 minutes the driver adjusts automatically. The exact rule is in your booking confirmation.
Will the driver wait if my bag is missing? Within the included waiting time, yes. After that it depends on the terms; early notice helps.
What do I do first? Report the loss at the desk and briefly inform the driver. Doing both in parallel saves time.
Which documents do I need? Baggage tag, boarding pass and the baggage tracing (PIR) reference number.
How it works
Three steps to your transfer
Book your ride
Enter your pickup address or destination in the booking form.
Driver arrives
Your driver will be on time at the agreed time.
Get going
Get in and enjoy a stress-free ride via the fastest route.
Inform your driver or support about delays
Use the contact channel named in your confirmation and report delays immediately. For a new ride, check the route and price in the booking form.
Plan your pickup and check vehicle options.
Last updated: July 2026. Details on terminals, airlines and check-in times may change – please verify with your airline and BER Airport before travelling. Travel times are non-binding; no guarantee is given for traffic, waiting times or security screening.