Frequently Asked Questions

Please read these frequently asked questions before you book

1. How to book on-line?
   Making a booking is simple - Get a Quote for your airport transfer, choose between either our shuttle service or a private transfer and we'll walk you through the booking process. We accept VISA or MASTERCARD payments and we'll confirm your booking by email instantly.
   
   Your confirmation will include your booking informationtogether with arrival instructions, our local office telephone and 24 hour emergency numbers and our office hours overseas. Please ensure this is taken when travelling.

2. What happens when I make a reservation?
   Once you complete your booking the details are automatically entered into our reservations system and an email is instantly dispatched to you.
   Please note: It may take up to 48 hours for a booking to be marked as 'paid'.

3. What does the price include?
   A one way price will include a single journey from your arrival airport/ferry port to your accommodation. A return booking includes both the arrival and departure from airport/ferry port to your accommodation upon arrival and from your accommodation to airport/ferry port on departure.

4. Do infants count?
   Infants and children do count as one person as they take up a seat belt place. Laws relating to child seats for infants and children can differ to your home country. We strongly recommend parents take their own child seats to ensure adequate safety and to comply with local legislation. As with car rental it is the parents responsibility to fit the seat. We do not always have the facility to provide infant or child seats in our vehicles.

5. How do I find the my transfer meeting point upon arrival?
   Meet instructions will appear on your booking confirmation which is automatically generated and is emailed to you instantly. If for any reason you cannot find our representative upon arrival then please call the emergency telephone number listed on your booking confirmation and our representative will be happy to assist you. Please be aware that our shuttle services run to a schedule. Maximum wait time is normally 30 minutes.

6. And on departure?
   El Mar Services recommend that you arrive at the airport a minimum of 90 minutes before departure time. El Mar Services accept no responsibility for missed flights due to clients not booking the bus with sufficient time to spare. In the event of any flight changes El Mar Services insist that you call our office before 13.00hrs of the day before departure to advise us.
   
   We strongly reccommend arranging pick-up for at least 3-3½ hours before your flight departure time if leaving from Tenerife South airport, and 4-½ hours if flying from Tenerife North airport..

7. What happens if my outbound flight is delayed?
   Our driver will be notified of your new arrival time. Every effort will be made for the driver to be waiting for you as you arrive. However, if several flights are delayed there may be occasions where the driver has to leave the airport to transfer other clients. The driver will return to collect you as soon as possible. Please call our emergency telephone number and you will be notified of the drivers time of arrival at the airport.

8. What happens if my outbound flight is cancelled?
   If your outbound flight has been cancelled please call our emergency telephone number which you will find on your booking confirmation. By advising us of the flight cancellation and any other new details of your arrival we will be able to reschedule your transfer. Please note extra costs may apply if there is more than an 8 hour delay from your original time of arrival.

9. What if I am travelling with a wheelchair?
   Please complete the relevant box on your booking form so that we are aware that you are bringing a wheelchair and can ensure that we can provide the appropriate vehicle. Please note we can only carry folding wheelchairs not mobility scooters.

10. How much luggage can I take?
    We allow for one suitcase and one piece of hand luggage per client. If you are travelling with excess luggage or wheelchairs, golf clubs, surf boards etc it is imperative that you include these on your booking form. Failure to do so will result in extra charges being incurred upon arrival.

11. Do I need to tip the driver?
    The price paid does not include a tip. As is standard across the globe these days if you feel your driver has been friendly and courteous then a small tip is the norm.

12. What happens if my holiday details change prior to departure?
    If your details change prior to departure simply contact us on + 34 922 78 14 15

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