How to change or cancel a transfer booking

Working with humans, you may always face some unforeseen situations: your tourists may refuse a trip, their flight arrival or departure time may change, they may need some other car class or some additional service. So what to do if it happens? In this article, we will tell you about how and when you can make changes to your booking or cancel it.
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How to change or cancel a transfer booking
How a transfer booking is made
    Before we tell you about how to change or cancel a booking, let's see how it is made:
      You book a transfer and pay for it. Once we receive your payment, you get an instant confirmation by email and a booking status in your personal account changes.
      An instant confirmation means that a carrier accepted your order and is ready to provide a transfer of the class chosen, at the agreed time, in the agreed place, and at the fixed price.

      In order to receive a confirmation and be sure your order will be executed properly, you need to book a transfer:

      • at least 16 hours before the trip for Micro, Economy, Comfort, Minivan 4pax, and Minibus 7pax classes;
      • at least 24 hours before the trip for Premium Minibus 6pax, Minibus 10pax, 13pax, 16pax, 19pax, Premium, and Business classes.

      How to make changes to a booking
        In order to change the route or the car class or add some additional services to an existing booking, you need to call our support team at +44 20 8068 2801 or send an email to support@kiwitaxi.com.
            When you make changes to an existing booking, the commission amount doesn't change according to a new price. If you want the commission to be recalculated, cancel this order and book a transfer again.
              If you need to change the transfer's date, a name or a phone number of a tourist, a number of a flight or a train, or a hotel's address (within the same city or town), you can do that yourself 24 hours before the transfer.

              To do that, log in to your personal account and click 'All orders' on the left. Choose the booking you need and click on it. There, you can make changes and download the new voucher.
                  When you can change your booking
                    • at least 16 hours before the trip for Micro, Economy, Comfort, Minivan 4pax, and Minibus 7pax classes;
                    • at least 24 hours before the trip for Premium Minibus 6pax, Minibus 10pax, 13pax, 16pax, 19pax, Premium, and Business classes.
                    If you make changes to your booking on time, you will receive an instant confirmation and may be sure a carrier will comply with the new conditions.

                    If you need to make changes to your booking later than the time specified, contact our support team, they will help.
                        Booking cancellation
                          You can cancel your booking in your personal account:

                          • at least 16 hours before the trip for Micro, Economy, Comfort, Minivan 4pax, and Minibus 7pax classes.
                          • at least 24 hours before the trip for Premium Minibus 6pax, Minibus 10pax, 13pax, 16pax, 19pax, Premium, and Business classes.

                          You can cancel the order with the help of our support team at least 5 hours before the trip for Micro, Economy, Comfort, Minivan 4pax, and Minibus 7pax classes.

                          If you cancel the order within the specified period, we will give you a full refund for the transfer.

                          If you cancel your booking later than the time specified, the transfer's price will not be refunded.

                          To avoid that and to insure the tourist from losing money, choose the option of free cancellation. In this case, no matter when you cancel your booking, we will refund you 100% of the order sum. We'll keep only the amount of insurance. Its size depends on the order (3-4% of the transfer's cost).
                              Remember that no matter what happens, the Kiwitaxi support team is always there to help you. So feel free to contact us if you have problems changing or canceling your booking:

                              • +44 20 3769 5446 (B2B)
                              • agency@kiwitaxi.com
                              • +44 20 8068 2801 (Support, 24/7)
                              • support@kiwitaxi.com (24/7)
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