Help Desk & FAQ
Comprehensive guide and frequently asked questions to help you manage your bookings and travel.
Frequently Asked Questions.
General information about our services, booking process, and company policies.
We accept bookings online that are at least 4 hours in advance. (from Monday to Sunday). Do you need a transfer within 3 hours? Call +32 2 588 00 00 to check availability.
Your driver will be waiting for you in the arrivals hall at Brussels Airport (BRU), holding a name board with your name or company name. After clearing customs and collecting your luggage, proceed to the meeting point in the arrivals hall (Level 0). If you cannot locate your driver, call the number provided in your booking confirmation immediately.
Cancellations made more than 48 hours before the scheduled pickup time are generally free of charge. For specific details, please refer to our full terms and conditions.
We accept all major credit and debit cards, Bancontact, and online payments via Mollie. You can pay securely online at the time of booking through our secure payment gateway. Cash payment on board is also available.
For airport pickups, we include 60 minutes of free waiting time from the actual flight arrival time to allow for luggage collection and customs clearance.
Our VIP Pickup service includes a premium vehicle, meet-and-greet in the arrivals hall of Brussels Airport, and dedicated luggage assistance for a seamless and stress-free experience.
Please ensure you specify the correct number of passengers and luggage items during booking. This helps us assign the most suitable vehicle for your comfort. Each vehicle category has a maximum luggage capacity shown during the booking process.
No. Local taxis operating at Brussels Airport (BRU) are independent services and are not associated with Airport Transfer unless the ride was booked directly through our website.
No. Airport Transfer is only responsible for rides that are officially booked and confirmed through our website. We are not responsible for local airport taxis or rides arranged on the spot at the airport.
Handling Booking Complications.
Solutions and guidance for common issues encountered during or after the booking process.
If you could not find the driver and the journey did not take place, submit a refund request here.
If you cannot reach the driver, please contact our 24/7 support line immediately. We will help coordinate with the driver or arrange an alternative transfer as quickly as possible.
Please double-check your confirmation email for the exact meeting instructions. At Brussels Airport, drivers wait in the arrivals hall (Level 0) with a name board. If you're still unable to locate the driver, call them directly via the number provided in your booking confirmation.
Travel & Arrival Issues.
Information regarding flight delays, lost items, and arrival procedures.
When your flight is delayed or cancelled, please call the driver or transfer company directly. If you choose not to call the provider, he might leave the pickup point and you risk not getting your transfer.
Please contact us immediately with your booking ID. We will coordinate with the driver to help you retrieve your lost items as soon as possible.
If you anticipate being late, notify your driver or our support team immediately. Please note that waiting fees may apply after the complimentary waiting period.