Frequently Asked Questions

On this page you can find the answers to Frequently Asked Questions. If you can’t find the answer to your question(s) or want to tip us to add important questions and answers, please contact our Customer Support.

How do I book?
Booking is easy.

 

Step 1: Select locations, time and number of passengers. When entering a time for a pickup at the airport, please enter the arrival time of your flight. If you need more time at the airport, please indicate in the “notes to driver” in step 3 that you explicitly want to be picked up at the indicated time and not any sooner. If you’re booking a trip to the airport, we’ll need your pick-up time instead of your flight departure time.

Step 2: Select service class and vehicle. You can choose between four types:

Step 3: Enter your name, mobile phone number and flight number and choose a payment method. Entering your flight number is crucial. We’ll use your flight details to keep an eye on your arrival time, so we can adjust your pick-up time if you’re going to be late, or early.
What about luggage?
To keep things simple just act like you are getting on a plane. This means: You can bring along one standard-sized suitcase measuring max. 158 cm (62 inch) l + w + h per person. You can also bring one piece of hand luggage per person. This means that a maximum of three passengers with luggage fit into a normal sedan car. If your group is bigger than 3 please book a minivan. IMPORTANT! Please note, in some countries the luggage amount is limited by law. In case you show up with more than the agreed luggage the driver will be forced to refuse the ride. By law! In such case the ride will not only be refused, but you will also be not entitled to any refunds!
I need a child seat. now what?
Don’t worry we will take care of it. If you require a child seat please tell us in the “Comments for the driver” section in step 3 of the booking process. Please use English as language and indicate the age, weight and length of the child. That’s all.
Please keep in mind that the law regarding the use of child seats varies from country to country.
What if I need wheelchair space?
No problem. Just make sure you book a minivan and tell the driver in the “Comments for the driver” section you’ll be needing wheelchair space. Please use English as language. Foldable wheelchairs are regarded as 1 piece of luggage.
What kind of vehicles do you offer?
We can’t guarantee the specific make and model of the vehicle the ride will be carried out by, instead you can choose a class of vehicle. We have 4 options to choose from, however not always are all four options available on each location:
I have booked, what's next?
After booking you will receive the following emails in the next minutes:

 

  1. Confirmation of your booking with your booking number and booking details. In this confirmation email you will also find a link to create your VAT invoice.
  2. Request for validation of your email address. After clicking the confirmation-link you can change your password to log in to your account. This account enables you to manage your booking.
  3. The payment receipt (if you have already paid your booking).

At a later moment we will send you a voucher by email and text message. If there is a long time between your booking and your trip you will receive your voucher ultimately 24 hours before the first ride of your booking. You will receive the voucher in any case before you meet your driver. The voucher is sent by text message as well as by email, so even if you are already on the road, you will receive the voucher by text message in time before you meet the driver. In addition, the driver also receives that text message. The reason why vouchers sometimes come in late, is that sometimes until the last moment there might be a change of executive driver and we do not want to confuse you with always sending new vouchers with new driver data on it.

 

Help! I just booked but I don't hear from you guys?
Don’t worry. First check your email spam folder. If the email is not in your spam filter please contact our Booking Support Team.
How can I pay?
You pay safely onlinewith iDEAL, American Express, MasterCard and Visa credit cards or PayPal. If you wish to use a different method, please contact our service centre. So you don’t need to pay any cash to the driver, the price you pay online includes all costs and charges.
Do I have to tip my driver?
No, but you can if you want to. It’s entirely up to you!
Is the price I paid for the ride the total price? All inclusive?
“Yes.The ride you paid for is fully inclusive of all taxes, fees, gratuity, toll road charges, flight tracking and Meet and Greet.
What should I take with me to show the driver as a proof of my booking?
Simple. Only your voucher. Because we believe in a sustainable society showing the digital voucher is enough. No need for print. On the other hand, in case your mobile phone would be empty a print version would be a safe back up.
What if I can't find my driver?
If you cannot find your driver at the location mentioned on the voucher (Meetingpoint), please first contact the private hire company. The number of the private hire company can be found in the voucher. In the unlikely event that the private hire company does not answer your call, please call our emergency number. The phone number is printed at the bottom of your voucher. We ask you to allow the driver a minimum of 20 minutes to arrive. It’s always possible that he unexpectedly got stuck in traffic. Before leaving the Meetingpoint you need to let us know. We will try to resolve your problem as soon as possible by contacting the private hire company ourselve. If that does not work we will try to find and book alternative transportation for you. Make sure that if you have a problem you cannot solve with the car service provider yourself to call us so we can look for a solution. If you call us or send us an email after the event we won’t be able to assist you anymore. Complaints must always be reported within 14 days of the event, otherwise it can not be processed anymore!
What should I do if I can not be on time to meet the driver?
For starters don’t panic. If you are late because of a delay of your flight the driver will know as he tracks your flight. If you cannot meet your driver on time at the location mentioned on the voucher (Meetingpoint) for some other reason keep in mind that we assume that you need 45 minutes to get through the customs and pick up your luggage. If you notice that the 45 minutes are not enough you have to call the driver. The number of the private hire company can be found in the voucher. In the unlikely event that the private hire company does not answer your call, please call our emergency number. The phone number is printed at the bottom of your voucher. Please keep in mind: when the 45 minutes are up, the driver can leave if they have not been informed of a delay.

 

 

My ride didn't work out as planned, what do I do?
Just get in touch with our Customer Support Team. Our mission is to provide a perfect service to our customers so rest assured we will do everything we can to work things out.

 

 

Please keep in mind that complaints must always be reported within 14 days of the event, otherwise it can not be processed anymore!
How can I make changes in my booking?
Changing is easy.

 

  1. Step 1 Login to your account on our Homepage
  2. Step 2 Select “My account”
  3. Step 3 Select “My Reservations” and pick the booking you need and press the Blue-button.Your flight number and passenger details can now be changed.

If you don’t have a TaxiTender account please use Register on our Homepage and change the booking with the above 3 steps. You can make any of the following changes to your booking:

  1. Flight number
  2. Passenger details

Other changes to your booking: Other changes to your booking are far more complicated so it’s much easier to cancel your existing booking and make a new booking by using Login on our Homepage so you don’t have to fill out your name, mobile phone number etc. again.

How can I cancel my booking?
Cancelling is easy.

  1. Step 1 Login to your account on our Homepage
  2. Step 2 Select “My account”
  3. Step 3 Select “My Reservations” and pick the booking you need and press the red-button. That’s all.

If you don’t have a TaxiTender account please use Register on our Homepage and cancel the booking with the above 3 steps.

Is there any cancellation fee?
No, you can cancel without costs if we promised you “free cancellation” during the booking process, and you cancel as described above in the “How can I cancel my booking?” section.
In every other situation we apply the cancellation rules from our terms and conditions. Important! You can not cancel a ride after the pickup time for that ride.
What about refunds?
If you are entitled to a refund after a cancellation or as result of the complaint procedure, TaxiTender will handle and process the refund within 14 days.

Customer Support TaxiTender

If you didn’t find the answer to your question(s) in our Frequently Asked Questions overview, please send an email to our Customer Support (booking@taxitender.com) or call one of the phone numbers below.

+31 43 31 16 925

+33 17 07 54 057

+39 07 07 96 67 18

From Monday to Friday during office hours (9.00 to 17.00 cet), all the languages below are being served. Outside these hours, the service will only be in Dutch and English.

Any other questions?

Are you an affiliate, sales partner or interested in becoming one, please contact our Sales support. Are you working for a taxi company connected to our platform or interested in becoming one, please contact our Provider support.