7 arguments of your tourists against transfers

Often, when you offer an individual transfer to clients, they begin to hesitate or refuse to purchase. As with any sale, you need to learn how to correctly handle all customers' objections. We identified 7 main reasons for refusal.
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7 arguments of your tourist against transfer
1. Too expensive
2. Too excessive
3. It's easier to take a taxi
5. Unforseeable circumstances
4. Fear of being deceived
6. Possible surcharges
7. Possible mistakes
Customer says: "Too expensive!"
This is the most popular reason for refusing a transfer. Clients compare the price of public transport or a free shuttle bus (provided by a tour operator) with the individual transfer cost. Your task is to explain to them how the price of the entire trip is calculated.

What you should tell the client:

1. Individual tour
Transfers are expensive only for a single traveler without luggage. If a tourist travels with their family, traveling by public transport will not be cheap. Add together the cost of tickets for several family members from the airport to the city and then from the city to the hotel; add the baggage surcharges, and you will have an impressive bill. Compare the prices for a trip by public transport and a Kiwitaxi transfer from Barcelona Airport to the Barcelona Princess Hotel:
There is no baggage surcharge by public transportation on this route, but it may be required on others. The transfer service includes a trip directly to the hotel, whereas, by public transport, you will have to get to the hotel from the bus stop on foot and carry your luggage the entire way.

2. Package tour
The group transfer included in a tour is not a free service too. Tourists pay for it the same way as for any other way of transportation to the hotel. The client can request to exclude it from the tour and replace it with an individual transfer. The price per person for a group transfer from the tour operator is about $10–15 per person. Traveling with individual transport is often cheaper and more convenient than traveling with other tourists.
Customer says: "Transfer is not suitable for me. This is something exclusive, I'd take something conventional"
In fact, the client is still afraid that the service is too expensive. This worry arises from the image of something excessive and luxurious, often promoted in the media.

What you should tell the client:
Transfer service offers several classes, from a simple economy to an expensive premium. In any case, the transfer drivers are aimed at taking the tourists to their holiday destination quickly and without any stress.
The client says: "If we decide to book a car, we'll take a taxi on-site. It is cheaper and easier"
There is a significant difference between taxis and transfers. The client may not know about it, or consider it irrelevant. Your task is to explain why booking an individual transfer is worthwhile.

What you should tell a client: when tourists take a taxi, all the risks of the trip fall on them: no one manages the trip, they have to keep track of the meter, bargain with the driver, exchange currency, and find a car for the required number of passengers and baggage. It is twice as difficult to do it all abroad, because of the language barrier, fatigue after the flight, and the rush.

With a transfer booked, almost all these concerns disappear, and tourists get:

  • a personalized airport meeting with a nameplate;
  • a vehicle with suitable passenger and luggage capacity;
  • assistance with suitcases;
  • fixed payment for a trip that never increases and can be paid online in advance.

In addition, Kiwitaxi has a 24/7 support service that you can contact with any transfer-related questions. We also offer additional services that can be booked for an extra fee
  • Child seats
  • Boosters
  • Infant seats
  • Drinking water
  • An extra hour of waiting
  • Local SIM-cards
  • An English-speaking driver
  • Extra waiting time
  • Extra stop
  • Free cancellation
  • Ski equipment box
  • Transportation of ski equipment
Taxis are often only slightly cheaper than transfer and even more expensive in some regions, whereas the difference in service quality is huge.
The client says: "I'm afraid of being deceived or not being met at the airport"
Clients fear being left alone in a situation when they have to solve the problem of transportation independently and quickly after a tiring flight. They are also worried that the money they paid will not be refunded.

What you should tell the client:
In Kiwitaxi, only 0.38% of bookings were not executed due to the company's fault. In addition, if no one meets the tourist at the airport (for example, as a result of a technical failure), you just need to contact customer support, and they will promptly arrange another car for you. In each region, not one but several carriers cooperate with Kiwitaxi. Even if you decide not to wait for a new car and leave by taxi, Kiwitaxi will refund the money for the transfer not completed due to the company's fault within five–seven working days.
The client says: "What if my flight is delayed or canceled, or I'm not granted a visa? I've already paid for the transfer, but I won't be able to use it"
Clients are afraid of losing money due to circumstances beyond their control.

What you should tell the client:
Almost any transfer company provides an option to cancel the order. In Kiwitaxi, it is possible to cancel a transfer with a full refund at least one day before departure. Moreover, there's an additional service of free cancellation, which allows you to cancel the booking even one minute before the trip and still be refunded.
The client says: "What if the driver demands a surcharge on the spot?"
The situation is pretty standard for taxis when drivers wind up prices as soon as they realize that tourists don't know the area, are tired, and are not ready to bargain. Your task is to explain to the tourist what "fixed payment" means.

What you should tell the client:The transfer cost is always fixed and will not change after payment under any circumstances.

In Kiwitaxi, a tourist gets a voucher as a guarantee. It not only contains the final cost of the trip but also states whether the transfer was paid in advance or not. In any disputable situation, you can contact support.
The client says: "What if they take me to the wrong hotel?"
The client recalls the experience with a taxi driver who knew the city poorly and drove the client to the address for too long, which affected the trip time and the final price.

What you should tell the client:
The transfer driver receives the destination address at the moment you place your booking. Even if the driver has never been in the area before, they have time to check GPS in advance to see where your hotel is located and figure out which route to take to bypass traffic jams and arrive faster.

If you've faced other objections, Kiwitaxi will help you find the answer. For our travel agents, we have allocated a personal manager who is ready to help with any issue. You can join our affiliate program absolutely for free.
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