Frequently Asked Questions
How much in advance should I order a shuttle?
Shuttle from / to Prague Airport must be ordered at least 2 hours in advance. Pickup time should be about 3 hours prior to your flight departure time.
What 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.
Are 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, simply 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 of the private transfer option.
Do 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 maximally 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 maximum transfer time of one hour.
I 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, then 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.
Do infants count?
Yes, we count infants and children as people in your party. Under Czech law, we’re required to use special 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.
When 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.
When do I have to pay for the return transfer?
If you did not pay 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).
What 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.
How 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 15 minutes after your actual arrival.
I have a special request (a baby chair, push chair etc.). How do I inform you?
If you need a special Prague transport service such as a car with a baby chair, extra space for a pushchair, or are travelling with disabled passengers, please make a note of this when you make your train or airport transport booking.
Where do we meet our driver? How do we recognize our driver?
When you arrive at the train station or at Prague airport, our driver will be holding a very clear orange card (a banner) with our company logo and your lead passenger’s name printed on it. Click here for more information and photos about this.
Can 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, JCB Cards, Amex and Diners Club.
Do 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 there is no driver waiting for you at the airport once you arrive, please contact us as soon as possible so that we can find out why and get an alternative driver to you immediately.
Are your prices per person or per vehicle?
Our prices for shared transfers are quoted per person (price depends on how many people there are in your party).
Do I need to pay only in the local Czech Koruna currency (CZK)?
Naturally 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.
Should I tip the driver?
If you are happy with the service then it is customary to tip around 5 to 10%. However, this is entirely at your discretion, although please bear in mind that even a small tip will keep your driver extra happy.
What time will you pick us up on our departure day?
You decide your own departure time. We can recommend a pick-up time for your Prague airport shuttle service of around three hours before your flight departure for non-EU flights, and two-and-a-half hours before EU flight departure. Transfer time to the airport can take up to 60 minutes, as the driver might need to pick up other passengers in the city centre before going to the airport.
I would like to use your service but I am afraid that I might miss my connection flight. What do you recommend?
If you are able to 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 just email us, call, or even text us on +420 777 777 237 about your missed flight.
Can I have a receipt?
Yes, your driver will be able to provide you with a receipt. If you are travelling on business and need a tax invoice, please let us know in advance.
What if I have huge or extra large luggage?
Generally, we don’t charge for extra large luggage. However, if you will have extra large luggage on your trip, please let us know in advance so that we can send a larger car if necessary.
Do you offer other shared shuttle transport routes besides Prague airport routes?
The shared shuttle service is offered only between the Airport and the city centre. Besides Prague airport transfers, we also provide private transport anywhere you wish to go.
I 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 between 7am and midnight.
Do 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.
What is your smoking policy?
All our vehicles are non-smoking.
What 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 VIP vehicles, 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.
When 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.