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Everything important at a glance

Frequently asked questions

Everything you need to know about booking an airport transfer through our portal. If you cannot find what you are looking for, get in touch with our support.

For booking-focused information see Airport Taxi Berlin and the BER Airport pickup.

Booking Payment & prices Pick-up & ride Vehicle & service Cancellation & changes Problems & support

Booking

How do I book an airport transfer? +
You can start your booking easily via the booking form. Enter pick-up address, destination and desired time and you will immediately see available vehicles and prices. The booking contract is concluded directly between you and the transfer provider. After booking you receive a confirmation email with all important information.
How far in advance do I have to book? +
You can book your transfer flexibly, also at short notice. The booking form shows all available vehicles and prices for your desired time. For premium vehicles or larger minibuses we recommend slightly more lead time, as these classes are less frequently available.
Can I book at short notice? +
Yes. Short-notice bookings are possible, provided vehicles are available. Simply enter your pick-up time and address in our booking form. You will see directly which vehicle classes are available for your desired time. For very short-notice bookings the selection may be limited.
Will I get a booking confirmation? +
Yes, the booking confirmation is sent directly by email from the transfer provider as soon as payment was successful. Please also check your spam folder if you do not find a confirmation. The email contains all trip details, the booking number and contact options for the transfer provider's support.
Where do I find my booking details? +
All booking details are in the confirmation email from the transfer provider. There it is also explained how you can make changes or cancel your booking. For questions about the booking, contact the transfer provider's customer service directly.

Payment & prices

Which payment methods are accepted? +
Payment is processed directly via the transfer provider. VISA, MasterCard and Apple Pay are accepted. Depending on the route a deposit online with cash payment of the remaining amount to the driver may also be possible. The available options are shown during the booking process.
When do I have to pay? +
Payment is made directly when booking via the transfer provider. The amount is charged immediately via the chosen payment method. The payment confirmation and invoice are sent by email from the transfer provider.
Are all fees included in the price? +
The price depends on distance, vehicle size and time of day. Just enter your pick-up address on our website and you will receive a transparent offer from the transfer provider immediately. The displayed price is the final price — there are no hidden costs and no additional charge for using our booking portal.
Do I have to tip the driver? +
Tips are not mandatory but appreciated for satisfactory service.
Will I get an invoice? +
Yes, after a successful booking you receive the invoice by email directly from the transfer provider with all important details (pick-up time, vehicle type, booking number). For adjustments to the invoice (e.g. company address) please contact the transfer provider's support.

Pick-up & ride

Where will I be picked up? +
At BER airport the driver meets you in the arrivals hall of Terminal 1 or 2 – the exact meeting point is stated in your booking confirmation. At a hotel, an apartment or any other address, the driver comes to the pick-up location you entered. At a railway station such as Berlin Hauptbahnhof, the arrivals area applies. For rides from the city to BER you should be ready about 15 minutes before the booked time, as drivers may arrive earlier because of traffic. Step by step: how to find the meeting point at BER.
How do I recognise my driver? +
Once a driver has been assigned, you receive their details: name, photo, contact information and the meeting point. Shortly before pick-up you can follow the driver position in the app. At the airport the driver welcomes you in person, holding a sign with your first and last name. Step by step: how to find the meeting point at BER.
What happens if my flight is delayed? +
Enter your flight number when booking - the flight is then monitored and the pick-up is adjusted automatically. The 60 minutes of free waiting time start after the actual landing, not the scheduled one. For delays of more than eight hours, the transfer is cancelled and refunded. You can check the current flight status on the official BER page for arrivals and departures.
How long does the driver wait for me? +
At BER airport, 60 minutes of free waiting time are included, counted from the actual arrival. At railway stations it is 30 minutes, at hotels and other addresses in the city 20 minutes from the booked pick-up time. If the driver is to wait longer, every further quarter of an hour costs EUR 6 (sedan), EUR 9 (minivan) or EUR 12 (minibus). For vehicles from 7 passengers and for trade fair transfers, the terms in your booking confirmation apply.
Can I make stops along the way? +
Short intermediate stops are possible after agreement with the driver. Longer stops or detours should already be specified during booking, as they may affect the price.

Vehicle & service

Which vehicle types are available? +
For a standard transfer there are sedan (up to 3 passengers), minivan (up to 7) and minibus (up to 12). For groups of 7 to 19 passengers as well as for trade fair and event transfers, larger minibuses are available. The price applies per vehicle, not per person.
How much luggage can I bring? +
State checked and hand luggage when booking - the vehicle size depends on it. Bulky items such as prams, bicycles, musical instruments or folding wheelchairs must be declared and described as additional luggage; depending on the volume, a larger vehicle with a surcharge becomes necessary. Important: if undeclared luggage does not fit safely into the vehicle, the driver does not have to take it, and the cost of an additional taxi is not covered.
Can I order a child seat? +
Yes, for an extra charge during booking. Available are a baby seat (0 to 6 months), a child seat (6 months to 3 years) and a booster (3 to 12 years). Children count as passengers regardless of age, babies included. Without a booked child seat, the driver may refuse the ride.
Are pets allowed? +
Pets are not part of the standard service. Carrying a pet is possible in individual cases, but has to be requested at least four days before the ride, stating the type and size of the animal. The pet must travel in a suitable carrier and stay in it. Larger animals may require a paid vehicle upgrade. Without prior confirmation, the driver may refuse to carry the animal.
How many people fit in a vehicle? +
For a standard transfer: sedan up to 3 passengers, minivan up to 7, minibus up to 12. For larger groups there are additional minibus classes for 7 to 19 passengers. Every child counts as a passenger regardless of age. The maximum capacity is shown during booking.

Cancellation & changes

Can I cancel my booking? +
Yes. Up to at least 24 hours before pick-up you can choose between a voucher for 100 per cent of the fare and a refund of 80 per cent; the voucher is valid for one year. Within the last 24 hours before pick-up, no refund is provided. Cancel through your customer profile with the transfer provider - the link is in your confirmation email.
What happens if I miss the ride? +
If you do not reach the driver within the waiting time, the ride may be considered completed. In case of problems, contact the transfer provider's customer service immediately so that a solution can be found.
Will I get my money back when cancelling? +
If you cancel at least 24 hours before pick-up, you receive either a voucher for the full fare or a refund of 80 per cent to the payment method used. After that, no refund is provided. Depending on your bank, the credit can take a few working days.

Problems & support

What do I do if I cannot find the driver? +
Call the driver directly (the number is in your confirmation email). If you cannot reach them, contact the transfer provider's 24/7 support. Step by step: how to find the meeting point at BER.
I forgot something in the vehicle. What now? +
Contact the transfer provider's customer service immediately with your booking number and a description of the item. The transfer provider contacts the driver and organises the return.
The vehicle did not show up. What should I do? +
Contact the transfer provider's support immediately via the contact details in your booking confirmation. The transfer provider organises a replacement vehicle or refunds the booking according to their conditions.
How can I file a complaint? +
Complaints about the ride, the driver or the handling must be submitted to the transfer provider, as they are your contractual partner for the booking. For feedback or problems with our website you can reach us at support@flughafentransfer.berlin.
Who do I contact for problems with the booking? +
For all questions or problems regarding your booking (payment, cancellation, driver contact, delay etc.) please contact the transfer provider's customer service directly. For questions about the website itself we are reachable at support@flughafentransfer.berlin.

Still have questions?

The transfer provider's customer service is reachable 24/7. For questions about the website itself, write to us directly.

Contact support support@flughafentransfer.berlin

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