All airport pickups come included with the flight tracking feature. We monitor your flight and reschedule your pickup time accordingly, should there be an earlier or delayed arrival (T&C’s* apply). What this means in simpler terms… you provide us with the flight number and landing time; when the plane lands, our driver will be at the pickup point after the chosen time frame (actual landing time + chosen time frame = pickup time).

Remember, we monitor your flight and you also have 30 mins (or 60 mins for international arrivals) free parking and waiting time on us after this!

Although we try to monitor each flight to the best of our possibilities, on some occasions we are restricted to the information available online provided by the airline/airport website. Your updates can come handy in certain situations, so please feel free to let us know of any issues with your scheduled flight. You can provide updates by calling us at +1 (786) 814 0788, emailing us at bookings@www.twelvetransfers.com or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

You can cancel your booking at any stage, we understand changes in your itinerary can occur last minute. Considering this, we would appreciate your notice of cancellation as soon as possible, to avoid situations were a driver is already en route to the requested pickup address. In order to cancel, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

To cancel, we will require your booking ID, your name and a reason of cancellation.

Seeing some of the tactics used by our competitors when it comes to cancelling a booking, we like to think that we are very easy going and always aim to refund our customers the full journey amount (where applicable). As long you give us 24 hours notice (prior to the scheduled pickup time) we will refund your journey in full! Pre-paid bookings will be refunded in maximum 5 working days from the moment of cancellation.

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

• • Between 24 and 3 hours before pick-up time = 30% of journey price
  • Between 3 hours and up to the pick-up time = 50% of journey price
  • Once journey has commenced (driver on the way) = 100% of journey price

• If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey price to rebook
• If you double booked with a different company, but failed to inform or cancel the journey with us = 50% of journey price + parking/waiting fee
• If you have booked a journey with us, but did not turn up, we will require a cancellation fee be paid, for time wasting = 50% of journey price + parking/waiting fee

The allocated driver will be waiting for you at the arrivals hall of the airport you will be landing on, with your name displayed on a board. Our driver will schedule the pickup time according to the actual landing time of your flight (if provided, actual landing time + chosen time frame = pickup time) and will wait free of charge (parking & waiting time included) for up to 30 mins (or 60 mins for international arrivals) after the scheduled pickup time.

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Depending on the airport you will be landing on, the main reference point at the arrivals hall is…

• • Miami International Airport (North, South or Central Terminal) > at exit gate after baggage claim;

• • Fort Lauderdale International Airport (Terminal 1, 2, 3 or 4) > at the exit gate after baggage claim;

• • Miami Executive Airport > the driver will arrive next to the parked aircraft;

• • Miami-Opa Locka Executive Airport > the driver will arrive next to the parked aircraft;

• • Fort Lauderdale Executive Airport > the driver will arrive next to the parked aircraft;

• • Any airport not listed here > please note that your driver will meet you inside or depending on airport rules, at the curbside outside – we will be in touch to advise of this where applicable;

Depending on the number of passengers and luggage, we recommend different size vehicles which we believe will best suite your needs and don’t jeopardise your comfort either. Of course, if you have more unusual types of luggage, things can get tricky… Reason why we have listed below some of the more frequent items our clients have asked us to carry for them.

• • Business Option fits 3 passengers along with 2 items of checked* luggage (*for extra large luggage we recommend an SUV Car).

• • SUV/Van Option fits 6 passengers along with 6 items of checked* luggage (*for extra large luggage we recommend booking a combination of 2 or more vehicles, depending on your requirement).

• • First Class Option fits 3 passengers along with 2 items of checked* luggage (*for extra large luggage we recommend an SUV Car).

You can pay for your journey by debit or credit card online directly on our website or via a payment link. Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

The company reserves the right to accept cash payment or other forms of payment at its own discretion, but reservations can only be made with the assistance of an operator, via phone, email or chat online.

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is processed, but must be paid prior to journey commencing).

Although you can book your transfer whenever you would like, we always recommend you do this at least 24 hours prior to your required pick-up. Short notice request cannot always be honoured seeing we might not have an available driver in the area of your request or we might be fully booked at the time; these type of requests are also subject to extra charges and can be more expensive compared to what you were quoted on our website (applies to requests within 6 hours of requested pick-up time). In extreme situations, your booking can be cancelled if we are unable to find an available driver, but we will inform you within 90 minutes of bookings (applies to bookings processed online – website).

If you need assistance with the planning of your transfer, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Depending on the type of vehicle you go for, by default, you can have one of the following cars undertaking your transfer…

• • Business category includes: Cadillac XTS, Mercedes E Class or a similar type car;
  • SUV/VAN category includes: Cadillac Escalade, Mercedes V Class, Chevy Suburban or a similar type car;
  • First Class category includes: Mercedes S Class, BMW 7 Series or a similar type car;

We do not make any promises on the type of vehicle that will be undertaking your transfer. Special requests can be made at the time of booking but we can never guarantee a specific make/model will be undertaking your transfer (exceptions can occur for the executive service). Over 95% of the vehicles within our fleet are 2014 or newer; all well maintained, in excellent working condition and clean. So far we have a proven track record of offering reliable and clean vehicles for all our transfers.

If you need any assistance with our vehicle range, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

You can book your transfer requirement using our online booking website at any time of the day or during office hours (we are open 24 hours, each day of the week), you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

We do not currently accept card payments within the vehicle (once boarded) or over the phone unfortunately (this is to protect your sensitive information). All payments are processed online via our secure website or payment link provided (sent after booking is processed, but must be paid prior to journey commencing).

In case you think you have forgotten something in one of our driver’s vehicles, please contact us as soon as you can. Although we instruct our drivers to check the vehicle after each and every journey, misplaced items can be overlooked and can go missing once other passengers board the vehicle.

If you need any assistance with a lost item, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Please note we will require your booking ID and your name in order to complete a lost & found form.

Should we spot or find any misplaced items, we will contact you and arrange for a courier service to return the items to you. Please note all courier service charges will be payable prior to the package being sent.

You can pay for your journey by debit or credit card online directly on our website or via a payment link. Payments processed on the website are made at the time of reservation, while the payment link option allows for payment at a later stage (but must be paid prior to journey commencing). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing.

The allocated driver will be waiting for you in front of the address specified in your booking reservation, or nearest parking point available. For any problems you can always contact your driver on the provided number for further support.

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

In case you are experiencing prolonged delays, we recommend you contact your driver to inform him of any problems. Alternatively you can provide updates by calling us at +1 (786) 814 0788, emailing us at bookings@www.twelvetransfers.com or by speaking to one of our operators directly on our website using the chat feature (check the bottom left corner).

The 30 mins (or 60 mins for international arrivals) free parking and waiting time we include after your scheduled pick-up time usually covers for these type of incidents, but should the waiting time go over the free waiting period we offer, addition costs will be applied (waiting time at $1.00/minute + parking ticket cost).

If we are unable to make contact with yourself by email or telephone within 45 mins after the scheduled pick-up time, your reservation is subject to a cancellation as per our T&C’s, for a “no show” incident.

Traffic can be a real nightmare and you should always allow plenty of time for the journey. Saying this, we have some examples below of how much time you should allow for the transfer (this takes into consideration possible traffic delays, although we can’t predict the worst case scenario) when choosing to use a private transfer service with us.

Traffic delays can occur:

• • between 05:30 AM – 09:30 AM (duration of transfer can take up to 50% longer than what shown on Google Maps);
  • between 09:30 AM – 16:00 PM (duration of transfer can take up to 25% longer than what shown on Google Maps);
  • between 16:00 PM – 20:00 PM (duration of transfer can take up to 50% longer than what shown on Google Maps);
  • between 20:00 PM – 05:30 AM (duration of transfer usually matches that shown on Google Maps, but you must always take in consideration possible events on that day, road works, weekends etc.).

The price quoted by our website or operator is the price you will be paying at the end of the transfer and it represents the cost of the entire transfer (not per passenger).

Extra charges will only apply in situations where…

• You go over the free waiting time included in your journey (15 minutes included with regular pick-ups and 30 minutes [or 60 mins with international arrivals] with airport and port pick-ups + extra parking charges);
• You alter the initial journey request (you add an additional stop on the way or diversion);
• You show up with additional passengers/luggage compared to the journey request;
• You upgrade your vehicle type or request additional waiting time;

As our service includes only 30 mins (or 60 mins for international arrivals) of free waiting and parking time, we advise those seeking to get a private transfer from any airport, to use the following time frames, to avoid as much as possible any extra charges occurred from any delays further to our free waiting time…

• • Domestic Flights – at least 15mins after landing (if only hand luggage, or 30mins with checked luggage);
  • International Flights – at least 30mins after landing (if only hand luggage, or 45mins with checked luggage);

We do try as much as possible to avoid extra charges, but where delays of over 30 mins (or 60 mins for international arrivals) after the scheduled pickup time occur, you will be subject to an extra charge (please see T&C’s for more details).

The allocated driver will be waiting for you at the designated meet & greet point with your name displayed on a board* (depending on the location you will be arriving at, please check below).

You will be provided with the driver details prior to the journey commencing, and will know the driver’s name, phone number and all car registration details to ensure you are able to spot each other with ease. If for any reason you are unable to locate your driver, it is best to contact the driver first as he will be able to assist you best. If you are unable to locate your driver, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner) for further assistance.

Depending on the location you will be arriving at, the main reference point at this location is…

• • Train Stations – all train stations have the pick-up point located at the pickup/dropoff point just outside the station (please follow station signs). You can also schedule the pick-up point from the info centre inside the station (with meet & greet included), but extra fees will apply (check with an operator before booking). For any problems you can always contact your driver on the provided number for further support.

• • Port, Cruise & Ferries – all ports (incl cruise terminals) & ferry pick-ups come included with the meet & greet feature, meaning our driver will be waiting for you at the designated meet & greet point with your name displayed on a board. Depending on the port/terminal you will be arriving at, your driver will be waiting for you at the parking bay closest to your arrival gate. For any problems you can always contact your driver on the provided number for further support.

• • Hotels – all hotels have the pick-up point located at the main entrance / reception (our driver will usually inform the concierge of their arrival and exact location). If parking is available at the front entrance of the hotel, our driver will be waiting in the available area. For any problems you can always contact your driver on the provided number for further support.

Unfortunately we do not have any current vehicles within our fleet that allow for wheelchair access directly from street level. We are looking to add such vehicles to our fleet in the near future.

If the wheelchair is only for storage purposes and no direct access is required, this can be done ensuring the correct vehicle is chosen. If you have any concerns, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a requirement. We apply a flat £10^.00 charge (or more, depending on special circumstances) for such occurences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement). If you have any concerns, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Please ensure that you request the appropriate seat that might be needed in advance as we aren’t able to guarantee this will be provided by the driver if added with less than 48 hours prior to scheduled pick-up time. To ensure your child’s safety and that the car seat is installed correctly, the driver may ask for your assistance in installing the child seat(s). There is a charge of $10.00 applicable for each seat requested.

Tips are not included in the quoted price. This can be given additionally if you are happy with the service received, but is not a requirement. If you have any concerns, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

WiFi & internet access comes included as complimentary service with our Business, SUV and First Class package. If you want access to WiFi during a regular transfer, please note there is a £8 charge applicable. If you have any concerns, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Refreshments comes included as complimentary service with our Business, SUV and First Class package. If you have any concerns, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

You can either book 2 separate journeys via the online booking form, or book both ways in one go (the return journey must be the reverse of the first journey, otherwise we recommend booking 2 separate journeys to reflect the different itineraries). Alternatively, you can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

We operate 24 hours a day, 7 days a week. We undertake transfers at any time of the day or night and you will be provided with our contact number and the driver’s phone for any assistance. You can call us at +1 (786) 814 0788, email us at bookings@www.twelvetransfers.com or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).