How these terms work
When you book a trip with us, you agree to these terms and to what your written quote says. If the two ever differ, the quote wins, because it describes your specific trip. “We” means Airport Transfer UAE in Dubai. “You” means the person who books and everyone travelling on that booking.
Quotes and fixed fares
You send us the pickup, drop-off, date, time, flight number and number of passengers. We reply on WhatsApp with a fixed fare for a named car. Once you accept that fare in writing on WhatsApp, it is the price of that trip as described.
Traffic doesn’t change it. A slow queue at passport control, a jam on Sheikh Zayed Road at 6pm, or a longer road the driver takes around a closure are our problem, not yours.
A booking made by phone is confirmed once the fare is in writing on WhatsApp. That protects both of us from misremembered numbers. Your quote also tells you how and when to pay.
What changes a fare
The fixed fare covers the trip you described. It changes when the trip changes:
- an extra stop, or a detour to collect another passenger
- extra hours on an hourly booking, or a day that runs past the time booked
- a new pickup or drop-off address, date or time
- more passengers or bags than the booked car can carry
- waiting beyond the free time below
We’ll tell you the new price and get your agreement on WhatsApp before the change, wherever that’s possible.
Waiting time
| Pickup | Free waiting |
|---|---|
| Airport arrivals | 60 minutes after your flight lands |
| Hotels, homes, offices and other addresses | 15 minutes after the booked time |
Because we track flights, a delayed landing doesn’t eat into your free time. The 60 minutes run from when the flight actually lands, which leaves room for immigration and baggage. If you’re held up longer, message us. Waiting beyond the free time may be charged, and we’ll agree the amount with you in advance. Our guide to flight delays and pickup waiting time explains how this plays out at arrivals.
If the free time ends and we can’t reach you on the number you gave us, we may treat the booking as a no-show. Any charge for that is stated in your quote.
Luggage and passengers
Each car has a fixed number of seats and a limit on suitcases. Tell us your passenger count and bags when you book, including golf bags, prams, wheelchairs or anything oversized, and we’ll quote a car that fits. A baby in a child seat still takes a seat.
If more people or bags turn up than you told us, the driver can’t overload the car. We’ll offer a larger car or a second car at an agreed extra cost, if one is free. Compare sizes on our chauffeur fleet page before you book.
Child seats
Child seats are available on request. Ask when you book and give the age of each child, so we bring the right seat for an infant, a toddler or an older child on a booster. The driver can only bring what was requested, so don’t leave it until you’re at the kerb.
Passenger conduct
Everyone in the car wears a seatbelt for the whole trip. No smoking or vaping in the vehicle. You’re responsible for damage or heavy soiling caused by your party, and we’ll charge the reasonable cost of cleaning or repair.
The driver may refuse or end a trip if a passenger is violent, abusive or puts anyone’s safety at risk, and the fare may still be due. Our drivers keep to speed limits and traffic rules even when you’re running late for a flight.
Cancellations
Tell us as early as possible on WhatsApp if you need to cancel or change a booking. Any cancellation charge, and the point from which it applies, is stated in your quote. If your quote doesn’t mention one, ask us before you confirm.
Tolls
Salik in Dubai and Darb in Abu Dhabi are road toll systems. Tolls on your route are included in a fixed fare, unless your quote says otherwise. Our Salik and Darb tolls guide explains how each one works.
Delays outside our control
Some things no dispatcher can plan away: accidents, road closures, police diversions, heavy rain or winter fog. If one of these slows us down, we’ll keep you posted on WhatsApp and get you there as soon as it’s safe. We aren’t liable for missed flights, connections or appointments caused by events outside our control, so book departure pickups with time to spare.
Lost property
Check the seats and boot before you leave the car. If you leave something behind, message us on WhatsApp with your booking details. We’ll check with the driver and, if the item is found, arrange collection or delivery. Any delivery cost is agreed with you first. We can’t accept responsibility for items left in the vehicle.
Privacy and governing law
How we handle your booking details is set out in our privacy policy. These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and any dispute we can’t settle between us goes to the courts of Dubai.
