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🚖Kiwi Taxi
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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.
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.
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.
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.
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.
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.
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.
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, by using the online chat on our website, or by calling +442080682801.
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.
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.
Yes, the payment is received by the bank, certified by VISA/MasterCard.
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.
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.