Frequently Asked Questions

1How much in advance should I order a shuttle?

Pickup time for the shuttle from/to Prague Airport should be ordered at least 2 hours in advance, but we recommend about 3 hours before your flight departure time.

2Are the shuttle fares valid for the entire Prague area?

The shuttle fare is valid for most hotels and addresses in Prague, while outside the area covered, only private transfers are provided. To check if a shuttle is provided for a particular hotel or address, check our online booking, and if the shuttle option appears, the area is covered by shuttle transport. Should you book via email or over the phone and it happens that your transportation order falls outside of this area, we will notify you of this fact in the confirmation email and advise the private transfer option.

3Do you guarantee the time of departure to / from the airport?

We cannot guarantee an exact time. The maximum waiting time for transportation from the airport to the centre of Prague is 30 minutes (shuttle leaves at intervals of 30 minutes), and transfer time may take up to one hour. In the case of transportation to the airport, we guarantee a pick-up time in the range of +/- 20 minutes and a maximum transfer time of one hour.

4How to make a booking?

The recommended way is to make a booking online, fill in all the required information, and confirmation is sent to you instantly. You are not required to prepay or enter credit card data to secure your booking. For more complicated routes and special requests, sending an email is the best way. You can also make bookings over the phone (although it is a less recommended way); in this case, please have your flight number, arrival time and lead passenger name handy to speed up the booking process.

5I haven’t received my confirmation email. Why is this and what can I do?

Usually, this is because your email account thinks our message is spam, so check your spam folder to see if it’s in there. If it’s not, check to see that you gave us your correct email address when you booked. If you did, please contact us again, and we’d be happy to resend your confirmation email. If you make a train or airport transport booking very close to the time of arrival and don’t receive a confirmation email, our driver will be informed by our automated booking system and will be waiting for you when you arrive.

6Do infants count?

Yes, we count infants and children as people in your party. Under Czech law, we’re required to use seats for children, and we provide these free of charge. So that we’re fully prepared for this, please leave a note for us in your booking form telling us how many children you’ll have with you.

7When do I pay?

You can either choose to pay in advance for your airport transport service or when you’re dropped at your hotel. If you’re paying in advance online, our driver will be informed by our system, and there’s nothing more you need to do. If you’re paying on arrival by cash or credit card, you’ll pay the full amount when you arrive at your destination.

8Do I need to pay only in the local Czech Koruna currency (CZK)?

We accept payment in the local CZK currency, but we also accept pounds sterling (GBP), US Dollars, Euros, and other currencies selectable during the booking process. If you pay in cash in anything other than the local currency (CZK), the price may vary slightly based on the actual exchange rate.

9Are your prices per person or per vehicle?

Prices for all our services are quoted per vehicle and not per person, except in the case of our shared shuttle services. With these, the price depends on how many people there are in your group.

10When do I have to pay for the return transfer?

If you are not paying online, you can choose to pay the total amount at once when you arrive at your hotel or to pay for each trip separately. In every case, our chauffeur will give you a “transport voucher” stating the exact amount paid (denoting whether the payment includes just one way or a return trip).

11Should I tip the driver?

If you are happy with the service you receive, it’s customary to tip your driver between 5% and 15% of your total charge. This is entirely at your discretion. Your driver will much appreciate even a small tip.

12Our group is staying at different hotels; do you charge extra for additional drop-off locations?

Our transfer price from Prague airport includes two drop-off hotels (if they are in the city centre). If your group is going to more than two hotels or an extra address outside of the city centre, there may be an extra charge of 200 CZK for each additional drop-off per booking. If this is the case, you’ll be told about it in your confirmation email after you’ve booked your Prague transport service with us.

13If you need to collect keys from an office before going to your apartment.

If you are staying in a holiday or service apartment and need to pick up keys at the rental office/booking agency before heading to your apartment, there is no extra charge (if both addresses are in the city centre). We charge an extra fee only if the driver has to wait for you for a significantly longer period (normally more than 15 minutes).

14What happens if my outbound flight is delayed?

Your driver will be kept aware of your flight's arrival time and will be waiting to pick you up whenever your flight does arrive—all at no extra charge.

15How do you use my scheduled airline arrival time to calculate my pick-up time?

When you make your Prague airport transfer booking, you’ll supply us with your flight’s scheduled arrival time. From here, we track your flight in "real-time" so that whether your plane is on time, early or late, we are aware of your flight status and will meet you based on your actual arrival time. We also factor in the time you’ll need to collect your luggage at baggage reclaim. The driver is present at the arrival lobby about 10 minutes after your actual arrival.

16Airport parking fee

The airport parking fee is included in the price. Please take note of the following conditions. Our driver will be waiting at the Terminal 1 lobby about 20 minutes after flight arrival time or 15 minutes if you arrive in Terminal 2. Please note that the driver will wait up to 60 minutes from arrival time. If you do not have check-in bags and you put a note or checked option (X) No check-in bags, the driver will be ready at each Terminal 10 minutes after flight arrival and will leave 45 minutes after arrival. Before the driver leaves the airport, we will try to contact you on the provided mobile phone. If you expect longer or require longer waiting, please make a note for the booking.

17I would like to use your service but I am afraid that I might miss my connection flight. What do you recommend?

If you can inform us in the unlikely event that you, for example, miss your connecting flight, we will change your booking accordingly – there is no charge. You can email us, call, or even text us on +420 777 777 237 about your missed flight.

18I have a special request (a baby chair, push chair etc.). How do I inform you?

If you need a special transport service such as a car with a baby chair, extra space for a pushchair, or travelling with disabled passengers, please note this when you make your booking.

19Where do we meet our driver? How do we recognize our driver?

When you arrive at the train station or Prague airport, our driver will be holding a clear orange card with our company logo and your lead passenger’s name printed on it. Click here for more information and photos about this.

20Can I pay by credit card upon arrival?

Yes, you can. You can also pay in advance via our website using your credit or debit card. If you pay on arrival at your destination, we accept Visa, Mastercard and AMEX.

21Can I pay by card over the phone?

Yes, but only for bookings where a deposit is required. Deposits are usually only required for transfers originating outside of Prague and for selected stretched limousines. We accept only VISA and Mastercard cards for payments over the phone and will charge only 30 or 50% of the total amount, with the rest paid directly to the driver. Otherwise, you can pay very easily over the internet or by card to the driver.

22Do you guarantee money back, compensation or refunds?

Yes. In the rare case that we can’t supply you with the Prague transport service we promised, we will refund you in full. If no driver is waiting for you at the airport once you arrive, please contact us as soon as possible to find out why and get an alternative driver to you immediately.

23What are your hours of operation?

We operate our Prague transport services 24 hours a day, 7 days a week and 365 days a year, including all public holidays.

24How long does it take from Prague airport to the city centre?

The journey from Prague airport to the city centre usually takes around 25 minutes by car and up to 40 minutes if there is heavy traffic.

25What time will you pick us up on our departure day?

We generally recommend a pick-up time for your Prague airport transfer service of around two-and-a-half hours before your flight departure for non-EU flights and two hours before EU flights depart. We strongly advise that you book your pickup time at least 3 hours before flight departure time for the shared shuttle or shuttle bus. Ultimately though, you can decide your own departure time.

26Can I have a receipt?

Yes, if you are paying directly to the driver, your driver will provide you with a receipt. Otherwise, you might download the receipt from your booking administration. If you are travelling on business and need a tax invoice, please email us.

27What if I have extra large luggage?

We don’t charge for extra large luggage but appreciate being informed in advance so that we can send a larger car if necessary.

28Do you offer other transport routes besides Prague airport routes?

Yes, besides Prague airport transfers, we also provide transport to and from any Prague train/bus station and taxi services within Prague. We can also arrange on demand a transfer from Prague City or Airport to any location you might wish to go to.

29I need to change/cancel booking - what should I do?

If you need to change or cancel a booking or amend your details, click the relevant links in your confirmation and login to your booking administration; or email or give us a call.

30Do you have insurance?

Prague Airport Transfers s.r.o. and its suppliers have full public liability insurance in the case of accidents. We do, however, recommend that you have a travel insurance policy that is valid for the duration of your trip.

31What is your smoking policy?

All our vehicles are non-smoking.

32What happens if I cancel my trip?

You can cancel your booking at any time. If you are entitled and your booking was prepaid, your refund is automatically issued back to the card used for payment. Generally for all bookings originating in Prague which are not provided by limousines, a refund is always granted if you cancel at least 2 hours prior to your pick-up. For exact details, please check our terms and conditions.

33When can I make an airport transfer reservation?

Our system lets you make a Prague transport reservation as far as 365 days before your date of travel.

34Travelling with a dog.

If you are carrying a dog, please note that the dog must be placed in a dog crate. Otherwise, we might not be able to accommodate your transport. There are no extra charges for such transport, but we might need to use a large vehicle depending on your dog’s size.

35How does booking works?

After filling in the form, you will receive a confirmation e-mail including all details (such as where to meet your driver, how to pay etc.).

36Do you offer wheelchair assistance?

We do not offer specially outfitted vehicles to accommodate wheelchair users. Our vehicles are not equipped with wheelchair ramps or lifts. You might contact the local airport authority for assistance.