Frequently Asked Questions

In Tenerife South Airport – Reina Sofia, our driver will be waiting for our customers at Office No.6 in the arrivals hall of the airport. To identify, s/he will be holding a sign with the customer’s name. The driver will arrive approx. 15 – 20 minutes after the official landing time to give customers enough time to collect their luggage and make their way to the arrivals hall.

• Early flights: Arrangements will be made for early arrivals when possible and advice in advance via WhatsApp (+34 670 865 991)
• Delayed flights: If the flight is delayed, our driver will wait for our customers for no extra charge. However, we ask that customers inform Tenerife Airport Transfers as soon as they know about any delays. If the customer cannot be located within 15/20 minutes after the official landing time, and if until this time no telephone contact has been made to Tenerife Airport Transfers via WhatsApp. The customer loses their right to the booked service. reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. When there are doubts as to whether the customer contacted Tenerife Airport Transfers, the records of Tenerife Airport Transfers’ telephone provider will be sufficient proof. If the customer has any difficulties locating the driver, Tenerife Airport Transfers must be called immediately using the telephone numbers indicated on the booking confirmation. If the customer fails to call Tenerife Airport Transfers and, for example, makes their own transfer arrangements without the authorization of Tenerife Airport Transfers, s/he loses their right to reimbursement of the booked service, reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. In doubt of the customer having called Tenerife Airport Transfers or El Mar Services having tried to contact the customer, the records of Tenerife Airport Transfers’ telephone provider shall be sufficient proof.

The driver will be waiting for the customer at the time and place stated in the booking. The customer shall be waiting in front of the building with their complete set of luggage. If the vehicle cannot park in front of the building the customer must provide an alternative pickup point. Our drivers always aim to arrive at the agreed time, however, small delays may be suffered due to unforeseen circumstances, such as traffic jams, accidents, road works, etc. As such, Tenerife Airport Transfers asks customers to calculate a 5-10 minute courtesy window from the stated pick-up time in case of such eventualities. Tenerife Airport Transfers strongly recommends customers choose an earlier pick-up time to arrive at the airport at least two hours before the departure time. If the customer insists upon a pickup time later than the recommended one, the customer agrees that in refusing the recommended pickup time that neither Tenerife Airport Transfers nor the supplier can be held responsible for any delays, missed flights, etc, as this decision is taken at the customer’s own risk. By refusing to accept the recommended pickup time, the customer foregoes their right to reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. If the customer cannot be located at the waiting time specified under I) and if until this time the customer fails to make telephone contact with Tenerife Airport Transfers by calling the telephone numbers indicated in the booking confirmation then the customer loses their right to the booked service, reimbursement of transfer fees, reimbursement of any additional costs incurred, compensation, etc. Where doubt arises as to whether the customer called Tenerife Airport Transfers, the Tenerife Airport Transfers’ telephone provider records shall be sufficient proof. If the customer has any difficulties locating the driver, Tenerife Airport Transfers must be called at the telephone numbers indicated in the booking confirmation. If the customer fails to call Tenerife Airport Transfers and for example makes their transfer arrangements without the authorization of Tenerife Airport Transfers, they lose their right to reimbursement for the booked service, any additional costs incurred, compensation, etc. In the event, there are doubts surrounding whether the customer called Tenerife Airport Transfers or whether Tenerife Airport Transfers tried to contact the customer, the records of Tenerife Airport Transfers’ telephone provider shall be sufficient proof.

Please advise in advance via WhatsApp (+34 670 865 991)

• At airports – max. 15/20 minutes from the official landing time.
• At hotels or similar, private addresses or similar, or at any other place not previously mentioned – max. 10 minutes from the pickup time indicated in the booking.
• Please advise in advance via WhatsApp (+34 670 865 991)

Your safety is our No. 1 priority and that is why we have implemented robust Covid-19 health and safety protocols across our entire network, by asking our drivers to adhere to our 7-Point Safety Plan:

1. Closely following the World Travel Organization Safe Travels Global Protocols.
2. Adhering at all times to local legislation and guidelines.
3. Flexibility with driver wait times due to possible disruption.
4. Compulsory mask-wearing by drivers and passengers.
5. Increased vehicle cleaning between each transfer.
6. Fully inclusive online upfront payments, no need for any cash transactions.
7. Safe baggage assistance upon request.

Bookings must be made at least 48 hours before the date and time of the transfer. However, if customers wish to book a transfer in under 48 hours, they must contact [email protected] in order to check availability. Tenerife Airport Transfers reserves the right to reject bookings made with less than 48 hours’ notice prior to the date and time of the transfer. The main passenger has to have unlimited legal capacity when the transfer takes place.

Transfer services must be prepaid. As standard, we accept payment via credit, debit card (Mastercard or Visa), Bizum, or PayPal. To ensure the online payment process is made as safe as possible you will also be asked to provide your Mastercard Securecode or Verified by Visa password; this additional information helps make online payments even safer as this secure code or password is only known by you and your credit card provider. your Mastercard Securecode or Verified by Visa password; this additional information helps make online payments even safer as this secure code or password is only known by you and your credit card provider.

Your booking confirmation will be sent via email as soon we received payment.

Changes to the original booking must be submitted in writing at least 48 hours before the transfer pick up. A penalty fee is charged for any changes made less than 48 hours before pick up. This penalty fee stands at between 20% – 40% of the total booking fee. Changes must be emailed to [email protected].

Cancellations must be confirmed by the customer in writing by emailing [email protected] or via WhatsApp (+34 670 865 991). Customers shall be entitled to a refund if the transfer service is canceled at least 48 hours before pick up. Customers shall not be entitled to a refund if the transfer service is canceled less than 48 hours before pick up.

The price includes one normal-sized suitcase (max. 20kg) and one piece of hand luggage (handbags, small backpacks, etc.) per person. Hand luggage has to be transported inside the car. Carry-ons (10kg), like those allowed on board as hand luggage by Ryanair (10kg), are defined as normal suitcases by Tenerife Airport Transfers and thus have to be transported in the trunk of the car. Concerning the taxis of 4 seats, the number of permitted suitcases is restricted to two large suitcases or three normal-sized suitcases. The customer shall keep in mind the number of suitcases when making the booking. If the number of suitcases exceeds the number of permitted suitcases per vehicle that are indicated in step 2 of the booking process, Tenerife Airport Transfers shall not be held responsible in the event luggage does not fit into the booked vehicle. Tenerife Airport Transfers must be informed about any extra luggage or items such as wheelchairs, strollers, bicycles, etc. when making the booking; if the customer fails to do so, Tenerife Airport Transfers cannot be held responsible if items do not fit into the booked vehicle.

Once the booking process is complete and the transfer has been confirmed, the customer accepts that the transfer shall be performed using any suitable vehicle concerning the number of passengers and luggage indicated in the reservation. Tenerife Airport Transfers cannot guarantee a certain type of vehicle in the event of possible last-minute changes to the schedule, vehicle substitutions, etc. Furthermore, Tenerife Airport Transfers informs customers that smoking, alcohol consumption, and illegal drugs are strictly prohibited on board our vehicles. Tranfercanarias and the supplier reserve the right to refuse transportation to passengers under the influence of alcohol or any other drugs.

During the booking process, customers must inform Tenerife Airport Transfers if they are traveling with infants and minors. A single child seat shall be provided free of charge at most destinations, however, each additional seat will incur a cost of 5€ per seat / per way.

In rare instances, it may not be possible to guarantee the availability of a child seat, (i.e. in the event of last-minute changes to the schedule, vehicle substitutions, etc.), however, we will always try to do our best to give you what you need.

Customers must indicate during the booking process whether they require additional pick ups or drop offs. Every additional stop off (i.e. to pick up keys, a second pickup / drop-off, or a pickup / drop-off at two different terminals at the same airport, etc.) must be confirmed by Tenerife Airport Transfers before the transfer takes place. Furthermore, extra charges will apply for every additional stop off. The charge will vary depending on the zone / city and type of vehicle used for the transfer. Tenerife Airport Transfers and the supplier reserve the right to reject extra stop offs that have not been indicated during the booking process and accepted by Tenerife Airport Transfers before the transfer takes place.

Tenerife Airport Transfers customers are covered by our comprehensive transport industry insurance policy. However, additional insurance can be added as necessary by informing us of your needs in the Observations section of our online booking form or email us at [email protected]