Frequently Asked Questions

We only collect the information that is required to manage your booking and operate our service safely. This usually includes:

• Name
• Email address and phone number
• Pickup and drop-off addresses
• Flight numbers (where applicable)
• Payment details (processed securely by trusted third-party payment providers)
• Browser, device and IP information used for security and analytics

Your data is used exclusively to deliver and improve your transfer experience. Typical uses include:

• Processing and confirming bookings
• Communicating updates and reminders
• Tracking flights and adjusting pickup times
• Providing customer support
• Improving our service through anonymised analytics
• Fulfilling legal, accounting and billing obligations

We do not use your data for unrelated marketing without your consent.

We only share information with carefully selected partners who help us deliver the service, such as:

• Payment processors
• Flight monitoring services
• IT, hosting and security providers

These partners follow GDPR and Swiss data-protection laws. We never sell your personal data to third parties.

We keep your data only for as long as it is necessary to provide the service or as required by Swiss law. When information is no longer needed, it is securely deleted or anonymised in line with our retention rules.

All card payments are handled by independent, certified payment processors. Your card data is transmitted over encrypted connections and is not stored on our own servers. We also apply strict internal security measures to protect all booking-related information.

Under GDPR and Swiss law, you have the right to:

• Request access to the data we hold about you
• Ask for corrections if information is inaccurate or incomplete
• Request deletion of your data where legally possible
• Request a copy of your data in a portable format
• Withdraw consent for specific uses of your data

To exercise any of these rights, simply contact us using the details provided on our website.

Yes. We use cookies to improve site performance, enhance user experience and support security and analytics. You may disable cookies in your browser settings, but some booking features may not function correctly if cookies are turned off.

All cancellations must be sent in writing by email or through our official communication channels. The time of cancellation is based on the timestamp of your message received by our system.

You are entitled to a 100% refund when you cancel at least 24 hours before the scheduled pickup time. This is our “Free Cancellation” window and applies to all standard bookings.

Cancellations made within 24 hours of the scheduled pickup are generally non-refundable. At that point, the chauffeur and vehicle have already been reserved for your transfer.

Same-day bookings are treated as short-notice reservations. If they are later cancelled, they are generally non-refundable according to our Cancellation Policy.

We monitor flights in real time:

• Delayed flight: your pickup time is adjusted automatically within reasonable limits.
• Cancelled or diverted flight: you must inform us immediately. Refunds depend on the timing of your notification and whether the vehicle can be reassigned.

A booking is considered a no-show if the passenger does not appear at the agreed pickup location within the included waiting time and does not contact us. No-show bookings are non-refundable.

Extra services such as additional waiting time, added stops, upgrades or special arrangements are billed separately and are normally non-refundable, even if the main transfer is refunded.

Approved refunds are always processed via the original payment method. Once we issue the refund, banks and card providers usually take between 3–10 business days to show the amount back in your account.

Events outside our control – such as extreme weather, major traffic incidents, strikes, road closures or natural disasters – may affect your transfer. In such cases we are not responsible for unavoidable cancellations, but we review each situation individually and handle refunds fairly based on the circumstances.