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Welcome to the Help Center

We’re available 24 hours a day
Get help with a booking
Can I cancel my booking?
Yes – any cancellation fees are determined by the property and listed in your cancellation policy. You’ll pay any additional costs to the property.
 
If I need to cancel my booking, will I pay a fee?
If you have a free cancellation booking, you won’t pay a cancellation fee. If your booking isn’t free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you’ll pay any additional costs to the property.
 
Can I cancel or change my dates for a non-refundable booking?
Canceling a Non-Refundable booking usually incurs a charge. However, you might have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It’s not possible to change dates for a Non-Refundable booking, though it’s possible to re-book for your desired dates if your waive fees request is successful.
 
How do I know if my booking was canceled?
After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, contact the property to confirm they got your cancellation.
 
Where can I find my property’s cancellation policy?
You can find this in your booking confirmation.
 

What payment methods are accepted?

Credit cards are the most widely accepted payment method for properties listed on LEMMETravel.com. Many properties also require users to provide a valid credit card to reserve bookings that aren’t paid for in advance.

Online payments

In many countries, LEMMETravel.com offers several alternative payment methods (e.g. PayPal, ApplePay, Klarna) in addition to credit cards. In certain markets, LEMMETravel.com also offers local payment methods (e.g. Venmo). The availability of digital payment methods may vary by country, region, and/or device used to book. We’ve listed the most common payment methods below.

Flexible payment methods (Buy now, pay later)

In some countries, LEMMETravel.com offers flexible payment options via third parties like Affirm, AfterPay, and Klarna. These methods allow travelers to split a payment into multiple installments, or delay payment to a later date. Short-term installment plans (up to 3–4 installments) are typically interest-free, while longer-term financing may include interest.

Available payment methods

The availability of payment methods may vary according to country, currency, region, and/or device used to book.

Credit cards

Global

  • MasterCard
  • Visa
  • American Express
  • JCB
  • Diners Club
  • Discover
  • Union Pay
Can I pay with a deposit, or prepayment?
Some of our properties require a prepayment (i.e. a deposit) before you stay. This prepayment consist of the total cost of the booking or just part of it. The rest is paid when you stay at the property.
However, for some properties, there is no deposit required. You pay the amount in full when you stay at the property. Be sure to check the payment policies in your confirmation for more details.
 
I was charged. Do I need to do anything?
In most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.
If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold used to guarantee your booking and will be returned to you.
If you still believe the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you submit proof of charge.
 
Where can I see the payment policy for my booking?
You’ll find the payment policy in your booking confirmation, in the pricing section. This section also includes a price breakdown and the accepted payment methods.
 
Can I pay for my stay with a different credit card than the one used to book?
It’s very likely, yes. Properties usually accept payment for a stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.
 
Why do I need to provide my card details?
Properties normally request this to guarantee your booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to make sure it has sufficient funds. This test payment will be returned to you.
 
How do I get more info about the room or property’s facilities?
You can find the room and property facilities in your booking confirmation.
 
Is it possible to get an extra bed or crib for a child?
It depends on the property’s policy. Additional costs for children, including extra beds/cribs, aren’t included in the reservation price. Contact the property directly for this info.
 

How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

 

I can’t find my confirmation email. What should I do?

Be sure to check your email inbox, spam, and junk folders. If you still can’t find your confirmation, go to www.lemmetravel.com/contact and we’ll resend it to you.

 

What’s the difference between a double room and a twin room?

A double room has 1 double bed and a twin room has 2 single beds. If a room is called a double/twin, it can be set up for either type. The property will do its best to accommodate your needs.

 

What’s the difference between a double room and a twin room?

A double room has 1 double bed and a twin room has 2 single beds. If a room is called a double/twin, it can be set up for either type. The property will do its best to accommodate your needs.

 

Can I make changes to my booking (i.e. change dates)?

Yes! You can make changes to your booking from your confirmation email or at LEMMETravel.com. Depending on the property’s policy, you can do the following:

Change check-in/out times

Change dates

Cancel booking

Edit credit card details

Change guest details

Select bed type

Change room type

Add a room

Add a meal

Make a request

Contact the property

What is the difference between a Double Room and a Twin Room?
A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the “Special Requests” box during the booking process.
 
What do “non-refundable” and “free cancellation” mean?
Every room or property has an individual policy determined by the property.
A “non-refundable” policy means a fee will apply if you decide to change or cancel your booking. This fee is mentioned during the booking process in the conditions and in the booking confirmation.
A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time frame specified by the property (e.g. “Cancel up to x days” or “Cancel before mm/dd/yy hh:mm”). This is mentioned in the conditions during the booking process and in the booking confirmation.
 
Additional costs, if any, are not included in the reservation price.
When making a booking, you can request an extra bed in the “Special requests” box.
If you already made a booking, you can always request an extra bed via the link provided in the booking confirmation email.
We recommend contacting the property before arrival to make sure they have an extra bed available. You can find their contact details in the confirmation email and when you view your bookings in your account.
I want to check out after the stated check-out time. What should I do?
You can ask the property about arranging a late check-out when you get there. It will depend on what’s available at the time of your stay.
 
 How do I get more info about the facilities available?
You can check which facilities are included with a booking when comparing different options offered by a particular property. To see which facilities are available at the property itself, go to “Facilities” at the top of the property page.
 
I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?
If there are no rooms listed as “smoking rooms,” it means that the hotel does not allow smoking in rooms.
 
How do I find out if properties allow pets?
Pet policies are always displayed on the property’s page under “pets policy”
 
I will be arriving earlier/later than the stated check-in time. Can I still check in?
There are several ways to request early or late check-in:
You can specify your estimated check-in time while making the reservation.
You can manage your booking online to request check-in outside of the standard hours.
You can contact the property directly using the contact details in your booking confirmation.
It’s important to remember that the property can’t always accommodate these requests. They’ll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It’s always best to check with the property directly and in advance to avoid confusion.
Can I use a debit card to complete my reservation?
In general, hotels can’t accept a debit card to guarantee a booking. However, there are some exceptions. You’ll be able see if it is possible during the booking process.
 
Can I make a reservation without a credit card?
You’ll need a valid credit card to guarantee your reservation with most properties. However, we offer a number of hotels that will guarantee your booking without a card. You can also make a booking by using someone else’s card, provided you have their permission. In this case, confirm the card holder’s name and that you have permission to use their card in the “Special requests” box when booking.
 
Can I make a reservation for myself using someone else’s credit card?
Yes, but only if you have permission from the cardholder. When you make the booking, state that you’re using someone else’s card with their permission in the “Special requests” box. The property may require authorization from the cardholder. In the case of a no-show or late cancellation, any penalties will be charged to the card provided when the booking was made.
 
Why do I need to provide my credit card details?
In most cases, LEMMETravel.com needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorized) to ensure it’s valid and that sufficient funds are available. After that, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid accommodation or if the cancellation policy hasn’t been followed.
 
The credit card that I used to make a reservation is no longer valid. What should I do?
Update your payment details on LEMMETravel.com. If your booking confirmation says the property will handle payment, you can contact the property directly. You’ll find their contact info in your booking confirmation email or when you log in to Booking.com. For security reasons, never provide your credit card details by email.
 
Are my credit card details safe?
Yes, always. LEMMETravel.com uses a secure connection for your booking and personal data, and credit card details are encrypted.
What’s a self-transfer flight?
When a route includes multiple flights to a destination, you need to transfer from one flight to another. Usually, this is managed by the airline. With a self-transfer flight, you’re responsible for your own transfer because your flight tickets are separate purchases. The tickets are combined to offer you the best deal and to offer a wider choice of routes and flight times. However, the separate tickets means getting from one flight to the next is your responsibility. This could mean collecting your own bags, as well as going through visa and security checks. Luckily, we protect self-transfer flights with a Self-Transfer Guarantee. This means that if something goes wrong during a connection and you miss a flight, we’ll help you find an alternative flight, free of charge.
 
Can I book tickets for a child traveling alone?
It’s not possible to book tickets for unaccompanied children with us. Some airlines may allow this, so check their policies and book with them directly.
 
What’s a flexible ticket?
When booking your flight, some offer the option to book a flexible ticket. Here’s what you can do with flexible tickets:
  • Switch flights if your plans change, up to 24 hours before departure
  • No extra fees – pay only the difference in ticket price (if any)
  • Only valid for the same airline, origin, and destination
 
What are SMS updates?
Some flights offer flight updates by text. You can add it when you book your flight. It’s only compatible with smartphones.
With this, you’ll receive text messages with all your booking details and flight information. This includes your airline/booking code, flight number, departure and arrival times, airport, terminal, weather forecast, and destination currency info. You’ll also receive updates for delays, flight schedules, or gate changes.
 
Do you charge credit card fees?
No, we don’t charge any credit card fees. You can see exactly what you’re paying for in the price breakdown.
 
What is Cancel for Any Reason?
Cancel for Any Reason is an ancillary you can add during booking that allows you to cancel your flight booking for any reason, up to 24 hours before your first flight’s departure time (and before any check-in) – no questions asked.
Cancel for Any Reason applies to all passengers and flights included in the original flight booking.
Cancel online by visiting your booking details page on the Booking.com website. You can also contact our Customer Service either by phone or live chat when available, through the Help Center. Canceling via any other channel will not be valid.
You’ll receive a refund of your flight booking via your original payment method within seven business days. Your refund doesn’t include any extras added after your original flight booking and excludes the amount paid for Cancel for Any Reason. Any refund under Cancel For Any Reason is limited to a total amount of €2,500 per person.
Note: Cancel for Any Reason doesn’t apply to and can’t be used under the following circumstances:
  • You’ve already checked in for one of your scheduled flight(s)
  • You’ve canceled, rebooked, or otherwise changed your flight directly with the airline
  • The flight was canceled by the airline due to force majeure events such as extreme weather conditions, strikes, or epidemics and pandemics
  • Your flight was canceled for reasons other than force majeure events, and the airline didn’t rebook an alternative flight or otherwise confirm and/or issue a refund directly to you
  • You didn’t cancel your flight booking at least 24 hours prior to your first flight’s departure time (or before any check-in)
  • The airline declared bankruptcy and/or otherwise suspended or closed its business and travel services and is no longer able to provide the purchased flight
How do I know if my flight is on time?
You can check your flight’s status by entering the flight number on the airline or airport’s website.
Airlines may change flight times at short notice, so check your flight’s status regularly.
 
Why did my flight time change?
Sometimes airlines have to reschedule flights, which can impact your flight route and time. If there are issues with the new flight schedule, contact us for help. We normally have limited flight options provided by the airline, but we’ll do our best to find a solution for you.
 
How do I make a travel insurance ?
You can issue travel insurance by visit LEMMETravel Insurance Page
 
 Why is Ryanair asking me to verify my identity?
If you booked a Ryanair flight through LEMMETravel.com Cheap Flights , there’s a chance Ryanair will ask you to verify your identity before check-in. Whether you complete this step or not, your flight ticket remains valid and you’re entitled to board the flight. Ryanair asks for this information to confirm your contact details and ensure passengers’ safety. You’ll receive an email directly from Ryanair if you’re required to complete this step, which will contain all the information you need. Ryanair also charges approximately 0.50 euro per booking for this verification, as an admin fee. 
Can I change the name on my ticket?
Airlines don’t usually allow name changes or corrections. If it is possible, there are additional fees. Contact us for help looking into this.
 
 Why can’t I see the changes I made in the flight booking details?
If you make any changes to your booking, they might not be reflected in your booking details on your Booking.com account. However, you should receive a new confirmation email once the changes are confirmed.
 
 What does the refund process look like?
If you’re eligible for a refund, we can send a refund application to the airline on your behalf. Once the request is approved by the airline and the amount has been refunded to us, we’ll process your refund per the airline’s policy. The refund amount will be paid out to your original form of payment.
 
Can I change my flight?
It depends on the airline’s policy, your ticket’s fare rules, and whether you purchased a flexible ticket.
  • You can check the fare rules during the booking process and on your booking details page.
  • If you need to make changes to your flight, check the fare rules to see if the airline allows it. Then, contact us to make the changes. You may need to pay additional fees from the airline, which we can explain in detail when you contact us.
  • If you booked a flexible ticket, you’ll be able to change your flight up to 24 hours before departure. To use your flexible ticket, just call us.
  • Low-cost airlines, such as EasyJet, Ryanair, and Wizz Air, don’t usually allow changes. After checking your fare rules, contact us if you have further questions. In some cases, you may be guided to contact the airline directly.
  •  
How long is the refund process?
Unfortunately, we’re unable to specify when you’ll receive your refund amount as it depends on the airline’s handling times. However, we’ll do our best to get your refund to you as soon as possible. We’ll also email you once we’ve sent the refund to your account.
Depending on your payment provider’s processing time, it can take another 2–5 business days until the amount is reflected in your account. Some payment providers and currencies may need up to 7 days or longer.
 
Can I add an infant to my booking?
If you already booked your flight but didn’t include an infant traveling with you, contact us and we can help add them.
Infants require a valid flight ticket just like any adult traveler. Note: The airline may charge additional fees for this, which we can explain in detail when you contact us.
 
Can I cancel my flight?
It depends on the airline’s policy and your ticket’s fare rules.
  • You can check the fare rules during the booking process and on your booking details page.
  • If you need to cancel your flight, check the fare rules to see if the airline allows it. Then, contact us and we’ll help you submit the cancellation request. We’ll also explain if the airline will charge fees.
  • Low-cost airlines, such as EasyJet, Ryanair, and Wizz Air, don’t usually provide refunds. After checking your fare rules, contact us if you have further questions. In some cases, you may be guided to contact the airline directly.
 
Do I get a refund if my flight is canceled?
It depends on the airline’s policy. If the airline does offer refunds, we can claim and process the repayment for you. The refund then goes back to the account you paid from. While we’ll get this done as fast as we can, it’s highly dependent on the airline’s handling times.
 
Does the 24-hour cancellation rule apply to my flight booking? (US customers only)
As stated by the US Department of Transportation, airlines are required to give a full refund for cancellations made within 24 hours of booking.
In general, this rule applies to:
  • Flight bookings made in the US, and
  • Flights departing from, to, or within the US, and
  • Bookings made at least seven days before the flight’s departure time
However, it’s at each airline’s discretion to comply with the rule. To check if the 24-hour cancellation rule applies to your flight, contact us via phone or live chat through the Help Center.
How do I make a booking for an infant?
To book a ticket for an infant, add a child traveler when searching for your flight. You can’t make bookings with more infants than adults. Each infant must have an adult accompanying them for safety reasons.
During the flight, infants are expected to sit on an adult’s lap, which is why it’s not possible to book seats for infants. Seating will usually be arranged by the airline since there are restrictions on where you can sit with an infant on board.
 
I misspelled a traveler’s name. Can I correct it?
Most airlines don’t allow changes or corrections to traveler names, but we’ll help you look into this if you contact us.
If the airline allows a change, they may charge an administrative fee. We’ll inform you about this before completing the change.
 
How can I request special assistance?
After your booking is confirmed, just contact us and we can help arrange it.
If you need wheelchair assistance and will be traveling in your own wheelchair, let us know its height, width, length, battery power requirements (if applicable), and whether it’s foldable. This info will help the airline make the necessary arrangements.
I can’t find my confirmation email. What should I do?
Your confirmation is sent to the email you entered when booking. Check your email inbox and spam folders.
You can also resend the confirmation email yourself from the booking details page.
If you still can’t find your confirmation or your booking fails, contact us and we’ll assist you.
 
 
Where can I find my flight ticket?
We currently don’t send tickets or e-tickets for flight bookings. Instead, you’ll receive two emails that serve the same function as an e-ticket:
  1. Confirmation email, which is proof that your booking is confirmed.
  2. Booking details email, which contains all your booking details, such as your airline/booking reference code, email for check-in, and e-ticket number (if applicable). The information in this email is all you need to check in for your flight.
These emails are sent separately, and the booking details email may take a few days to reach your inbox. If you can’t find it in your inbox, check your spam folder. You can also contact us for further assistance.
How much baggage can I bring?
You can see baggage allowance during the booking process. Depending on the flight, you may have the option to add more bags for an additional fee.
After booking, you can see your baggage allowance on the booking details page. You can also check the airline’s website for exact size and weight restrictions.
 
What is the maximum size for a carry-on or checked bag?
It can be different for each flight and airline. It’s best to check the airline’s website for exact weight and dimension restrictions.
 
Can I add more bags to my flight?
Some flights allow you to add more baggage during the booking process or after you’ve made a booking.
Check the booking details page to add more baggage allowance after booking. If you can’t see the option, contact us and we’ll help add it to your flight booking.
 
Can I add a special or oversized bag?
After booking your flight, contact us and we’ll help add them to your flight booking.
 
Can I select the seats for my flight?
Depending on your flight, you might have the option to select your seats during the booking process. Some airlines might charge an extra fee for this.
Some flights also allow seat selection after booking. You can do this through the booking details page. If you can’t see the option, contact us and we’ll help you with this.
 
Can I bring baby food or medicine in my baggage?
Liquids that are essential for medical purposes or infants are usually permitted when going through security. This isn’t the case worldwide, so check the airport and airline’s websites for their policies before you travel.
 
What can I bring in my carry-on bag?
It can be different for each airline, but there are generally strict rules around bringing any liquids or sharp objects.
Check the airline’s website to find out what is permitted in cabin bags and personal items for your flight.
 
Can I take a pet with me?
It’s possible to travel with your pet on some airlines. You’ll have to contact us to request this, and we’ll check with the airline for you. There will be a fee to add a pet to your booking.
Where is my flight booking?
If you have a Booking.com account and used the same email to book your flight, sign in to see your booking.
If you booked your flight with a different email, create an account with this email to view your booking.
If you make any changes to your booking, they might not be updated in your booking details. However, you should receive a new confirmation email once the changes are confirmed.
 
When do I add my passport/ID details?
This depends on the airline and the destination you’re flying to. In most cases, you’ll need to add them when booking or checking in for the flight. Some airlines might also send an email to request for your passport/ID details.
Make sure you enter your details accurately to avoid additional fees for corrections.
 
 Where can I find my boarding pass?
You’ll get your boarding pass from the airline after you’ve successfully checked in. When checking in online, airlines usually offer options for how to receive your boarding pass, but most will send it to you by email.
 
How do I check in for my flight?
You can check in through the airline website by following these steps:
  1. Most airlines allow check-in 24 hours before departure. Check the airline website to make sure.
  2. To check in, go to the airline website. Enter your airline/booking reference and go through all the steps. In some cases, you might also need a specific email address that’s different from the one used for booking. You can find all the info you need to check in online in an email from us.
  3. Get your boarding pass from the airline.
In some cases, you can also check in at the airline’s check-in counter or self-service kiosks at the airport. However, some airlines may charge additional fees for checking in at the airport. Check the airline’s website for specific times and alternative ways to check in.
 
 
Can I get an invoice?
You can download proof of payment from your flight’s booking details page. You can find this page when your booking is confirmed, or under your bookings.
Note: At this time, we can’t provide you with a legally binding invoice.
 
Can I pay in installments?
If you’re making a flight booking while in Brazil, you can pay in up to 12 installments. Select how many installments you want to pay in when finalizing your booking. You must pay using an Elo, Visa, Hipercard, or Mastercard.

How do I find and book a transfer?

Specify the place of departure in the “From” field, and your destination – in the “To” field. You can choose the desired city, airport, train station, port, and hotel from the drop-down menu or enter the exact address of the place.

Click the button “Show prices”. Choose the suitable transfer class and click “Select” to proceed to the booking.

Fill in all the required fields in the booking form. If you have any questions, write to us in the online chat or call the support service at +442080682801 (toll calls).

How can I book a transfer to the airport?

In the “From” field, select the city or enter the
address of the hotel from which you need to get to the airport. The price does not depend on the address our driver picks you up at, but it should be within a
city. Enter the name of the airport in the “To” field.

 

What pick-up time should I set?

If you need a transfer from an airport or a railway station, we recommend you to specify your flight arrival time as the beginning of your transfer. In this case, it is more convenient for a driver to organize the meeting.

Important note: if you were notified about a change of arrival time, please let us know so we could negotiate the urgent changes with a carrier.

If you need a transfer from a hotel to an airport, specify the time you should be met at the reception. You will have to calculate the departure time by yourself. We recommend you to have a spare 3 hours for the airport check-in and transfer duration time. Approximate time a driver needs to arrive at the airport is specified on the booking page.

 

How long does a trip take?

You can find a duration of the transfer on our website and
in your voucher confirming your booking (pdf file, downloadable after making a booking).

Important note: this
duration is approximate and can vary depending on the traffic, time and date of transfer, public holidays etc.

Please, make changes in your order in advance if you receive new information about traffic situation.

 

 

How do I put my flight number correctly?

When you book a transfer from the airport, you need to specify your flight number with both letter and numeral parts.

For example, SU1870 is a full flight number, and 1870 is incomplete.

If you give us an incorrect flight number, our driver will not be able to follow and track your flight.

 

 

How far in advance should I book a transfer?

Minimum time of pre-order depends on the vehicle class.

If you want to book vehicles of Premium class or Minibus 10, 13, 16, 19 pax, you can make a booking not less than 24 hours before the trip.

If you choose standard types of vehicles (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax), transfer must be booked not less than 16 hours before its beginning.

If your trip starts later than the time given above, you can make an urgent booking. It will take some time for us to find a car. We will inform you as soon as possible if we can provide the service.

 

How do I put my address in a booking form correctly?

Specify the exact address of your destination or your hotel name.

Important note: a hotel address is usually stated in the hotel voucher — a document confirming your booking and sent to you after reserving a room.

 

What if I did not receive the price from the drivers?

We recommend you to contact our Support Team. You can also book a transfer with the fixed price on our website.

Note: drivers can suggest the price and vehicle only in case they have this opportunity. The price might not differ from the fixed price on the website.

How can I pay my order?

Depending on the country of transfer, there are the following payment options:

  1. Full payment online, in a preferable currency.
  2. We take a small prepayment for booking a transfer. The remaining amount should be paid in cash to the driver upon arrival.
  3. Cash to the driver. Prepayment on the website is not required, you give the full amount to the driver at the pick-up site. Might not be available for all the routes.

Can I make a payment as a legal entity?

If you need to pay the booking by invoice, contact the manager by email at [email protected]

 

What currency will I be charged in?

Your card will be charged in one of 2 currencies: dollars or euros. Currency of payment is specified on the right side, where you select a payment option.

Currency exchange rate depends on your bank and can vary.

 

Is it safe to make a payment via your site?

Yes. The payment is received by the bank, certified by VISA/MasterCard

 

What currency should I pay my driver in?

We advise you to pay in the currency specified in your voucher.

Important note: you should prepare the required amount in cash in advance.

You can discuss payment in another currency with your driver, but he/she has the right to refuse and ask you to exchange money.

 

Will I have to pay extra for waiting?

If you are booking a taxi transfer from the airport to the city, the price already includes 1 hour 30 minutes of waiting after the scheduled arrival time. If your flight is being delayed for less than 30 minutes, the driver will monitor it and arrive by the time of landing. If you learn about a longer flight delay, please inform the driver as soon as possible by calling one of the phone numbers sent to your email.

Please note that if the waiting time exceeds 1 hour, the driver may ask to pay extra for waiting.

If you book a transfer from the hotel, the price includes 15 minutes of waiting from the time stated in the order

Payment problem

Please email us at [email protected] describing the difficulties encountered. We will try to solve the problem in the next few days.

Besides, we recommend you to follow some simple steps: change the browser you are browsing Kiwitaxi site in; restart your device and return to the payment; or change payment method if other variants do not help

How do I change my booking?

There are two ways to change the booking:

  1. in your personal account, at least 24 hours before the trip (to get there click on personal account in the email that we sent you and set the password);
  2. by contacting the support team, if there is less than 24 hours before your transfer

Important note: the changes in your order requested less than 1 day before the trip may be declined

 

How do I cancel my booking?

There are two ways to cancel the booking:

 

    1. in your personal account, at least 24 hours before the trip (to get there click on personal account in the email that we sent you and set the password);
    2. by contacting the support team, if there is less than 24 hours before your transfer

Important note: in case of an urgent cancellation we will not be able to refund you the prepayment. Free cancellation period is stated in the email and on the page of Change/cancellation of booking.

 

What is Kiwitaxi’s cancellation policy?

You may cancel your booking with full refund of the amount paid:

  • within 5 hours before the transfer for the class 1 vehicles (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax),
  • within 24 hours before the transfer for the class 2 vehicles (Business, Premium, Premium Minibus 6 pax, Minibus 10, 13, 16, 19 pax).

If you cancel your booking less than 24 hours before its beginning, penalties can be applied according to Terms and Conditions.

You will receive a refund in the same way you paid for your booking within 5-7 bank days.

 

 

What should I do if money was not refunded?

If your booking was cancelled more than 24 hours before the transfer, the prepayment will be refunded within 5-7 bank days.

If there is no refund in 5-7 days, check the history of your balance.

 

If there is no notification about the refund, please contact us via email s[email protected] or in online chat.

 

What if I am travelling with children?

Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking.

When entering the details of booking, you can select the type of child seat you need. Child seats are paid extra.

Before you make a booking for transfer for a group of children younger than 18 years old with the group of 8 children or more, please contact our support service to get exact information about the cost and conditions of the transfer.

What if I am travelling with children?

Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking.

When entering the details of booking, you can select the type of child seat you need. Child seats are paid extra.

Before you make a booking for transfer for a group of children younger than 18 years old with the group of 8 children or more, please contact our support service to get exact information about the cost and conditions of the transfer.

How do I choose a suitable transfer?

On our website you can find the information about the number of passengers and pieces of baggage provided for each car class. Each class is illustrated by car models, belonging to this class.

If you have doubts, which class will be the most suitable for you, ask our manager.

 

What will the car be like?

We guarantee to provide you a car of a chosen class or of a higher comfort or capacity. Rules of class change are as follows:

  • class Micro can be replaced by Economy, Comfort, Business, Premium, Minivan 4pax, Premium Minibus 6pax, Minibus 7pax classes;
  • class Economy can be replaced by Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax classes;
  • class Comfort can be replaced by Business, Premium, Minivan 4pax, Premium Minibus 6 pax, Minibus 7pax classes;
  • class Business can be replaced by Premium class;
  • class Minivan 4pax can be replaced by Premium Minibus 6pax, Minibus 7 and 10pax classes;
  • class Minibus 7pax can be replaced by Minibus 10 and 13pax classes;
  • classes Minibus 10, 13, 16pax can be replaced by Minibus of a bigger capacity.

Important note: the makes and models of the cars on the website are provided for general information and can vary; the cars are non-branded, i.e. there is no Kiwitaxi logo on them.

What is the car capacity?

Each car has its own capacity which is displayed on the website.

A standard piece of baggage is considered a bag or a suitcase whose length, width, and height do not exceed 158 cm.

Hand luggage can be placed in the car.

Important note: if you are travelling with non-standard baggage (for example, skis or snowboards in case of transfers to the ski center as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), contact us through email s[email protected] or in online chat to choose an appropriate car class.

 

What if I have non-standard luggage?

For standard luggage the sum of three dimensions (length, width, and height) does not exceed 158 cm. Any bigger baggage can be considered non-standard.

If you have non-standard luggage with you (skis or snowboards in case of private transfers to the ski center as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), consult with LEMMETravel.com support manager what vehicle type is more suitable for you.

For consultations contact us per email [email protected] or in online chat.


What should I do if my flight is delayed?

As soon as you find out that your flight is delayed for more than 30 minutes, please inform your driver or LEMMETravel.com support manager via email [email protected] or in online chat or by calling +442080682801.

Provide the order number and the new arrival time.

How can I find my driver?

Important note: the driver will meet you with the nameplate showing your first and last names, which you specified in the booking form.

If a pick-up place is an airport, the driver will meet you at the exit of arrivals area or at the special meeting point. The meeting point will be specified in the voucher which we will send after you complete the booking.

If a pick-up place is a hotel, the driver will wait for you in the hotel lobby.

Meet-up instructions are given in the voucher confirming your booking.

 

 

How can I contact my driver?

A day before the transfer, we will send your driver’s phone number to your email.

 

Important note: please, call or text the driver if your flight is delayed for more than half an hour or postponed to another time, as well as if baggage claim at the airport takes more time than planned.

 

 

How can I be sure that my driver will pick me up?

We guarantee that the driver will do his/her best to meet you.

 

The driver will have your number and you will have his/hers. Please, keep your phone switched on. If you will not reach the driver please contact our support team.

 

 

What languages does the driver speak?

We try to choose the carriers so that the driver could speak the language of a client or at least English.

 

But we cannot guarantee that the driver speaks the particular language. The driver will have the main information about the route and it will help you avoid communication with the driver and problems with language barrier.

 

 

I cannot find my driver. What should I do?

If you didn’t find the driver, please check the names on signs once again. Possibly, the driver did not notice when you went out.

If the driver did not get in touch after meeting time please contact our support team. In the end go to the information point to book a taxi from the airport to the city, from hotel to the airport or railway station or any other route our driver was supposed to drive you.

 

Important note: if the driver does not meet you, we will refund your money.

What are the age requirements for renting a car?

Most suppliers rent cars to drivers aged between 21 and 70. Drivers under 25 and over 70 will be charged a young driver and senior driver fee respectively.

 

What insurance does my rental include?

The standard car rental insurance policies are Collision Damage Waiver (CDW) and Theft Protection (TP). In most cases car rental company will include them in the price of the rental, however exceptions may apply. Standard policies normally exclude such details as windscreen, glass, wheels, tires, undercarriage, interior, personal possessions, as well as towing charges, off-road time and any additional equipment such as child seats and GPS devices.

If Collision Damage Waiver (CDW) or Theft Protection (TP) are not included they can be purchased from the car rental company or provided by the customer’s credit card company.

If you want to find out whether your rental will include these options please check Terms and Conditions section of the car rental company you have selected.

Please note that your cover will be invalidated by negligence, misfuelling or breaking the terms of the rental agreement (for example, driving under the influence of alcohol or drugs).

 

How much is the security deposit/excess amount and when will it be unblocked?

This information is specified in the Terms and Conditions section under the photo of the rental car you have chosen.

 

What is Collision Damage Waiver?

Collision Damage Waiver (CDW) limits the renter’s liability for the car to the excess in the event the car was damaged. Such items as windscreen, locks, tires, undercarriage, keys and towing charges are often not covered by the CDW.

Please check Terms and Conditions of the selected car rental company to see if this option is included.

 

What do I need to rent a car?

To book your car, all you need is a credit or debit card. When you pick the car up, you’ll need:

  • Your passport and any other ID the car rental company needs to see. For more information please see your Rental Company’s T&C.
  • Each driver’s full, valid driving license, which they’ve held for at least 12 months (often 24). For more information please see your Rental Company’s T&C.
  • The main driver’s credit card, with enough available funds for the car’s deposit. At the time of pick-up you will be required to leave a deposit to cover the value of the insurance excess. Usually it takes the form of an amount (minimum: excess+fuel+vat) being blocked on an international credit card in the name of the primary driver (cash deposits, Maestro, Switch, Visa Electron and debit cards are not accepted). For more information please see your Rental Company’s T&C.
  • Your confirmation/ Rental voucher to show that you’ve paid for the car. You will receive the Confirmation voucher by email. Please click on View Voucher in your confirmation for more details.

Where can I find the pickup address?

If you already have a booking, please click on View Voucher in your confirmation email for more details.

 

How can I pay the remaining amount upon arrival?

By a physical credit card under the main driver’s name. It is a mandatory requirement from the rental agency.

 

 

What is excess and what is my excess?

Excess is the amount of money the car rental company will charge the renter in the event that the rental car is damaged or stolen. Please note that one car rental company can have different excess amounts for every single car group they offer.

If you want to check your excess amount please check Terms and Conditions of the selected car rental company. You will find the excess amount under the Primary Driver Credit Card Preauthorization section.

 

What should I do when I get to my car?

Before you sign the contract and drive away with your rental car, take a little time to familiarize yourself with your rental car, check fuel type and level, headlights, hazards, windscreen wipers, door locks etc.

Be sure to inspect scratches, dents or any other damages in the presence of an agent and ask to record them. The good thing is to take photos of the rental car before pick-up and after drop-off so there is no confusion regarding the car’s condition upon return.

 

 

How can I pay the remaining amount upon arrival?

By a physical credit card under the main driver’s name. It is a mandatory requirement from the rental agency.

 

How do I create an account?

Please go to EconomyBookings.com and at the top of the page click on Sign In. Choose Register and enter your email address and save the password.

 

Why does the Thrifty/Dollar partner number not show on their website?

Since you booked through EconomyBookings.com, you won’t be able to see this booking on their site.

In order to verify your booking, please contact the supplier by phone provided in your rental voucher.

 

Is a passport mandatory for the USA rental?

Passport is mandatory for international rentals only.

 

What should I do if my rental car has broken down or if I have a car accident?

In case of a car accident, inform the police, rental agency and save the police report, supplier damage report.

What is a deductible?
This is the amount that the client must pay upon the occurrence of an insured event. Example: The hospital fee is $1,000. The deductible under the START tariff is 25%, the client pays 250 USD, and the insurance company pays 750 USD. Thus, the amount is divided between the client and the insurance company in accordance with the terms of the tariff plan.

 

Can I buy insurance for one day?

No. The minimum duration of the insurance is 2 days.

 

Is travel insurance required?
Depending on where you travel, you may encounter language and currency barriers that prevent you from accessing high-quality medical care. Traveling unprotected can leave you vulnerable to paying high out-of-pocket medical expenses and navigating a foreign health care system without the assistance you need. Some countries require Travel medical insurance to enter their territory. Moreover, a lot of countries introduced obligatory COVID-19 risks covered insurance requirements.

 

Can I buy insurance policy while staying abroad?
If you want to purchase a travel insurance policy in the territory of the country in which you arrived, you need to select “Already traveling” during the purchase.

Yes. If you are abroad and planning a trip to another country. An insurance policy can be issued on the company’s website and paid by card.

The insurance policy becomes effective after 3 days from the moment you cross the border.

 

 

When does the insurance policy take effect?

The validity of the insurance policy begins from the moment you cross the border or from effective date mentioned in the policy (whichever comes first).

 

 

Which language should I use to enter details?

Use Latin alphabet, as indicated in your passport.

 

 

What should I do if the data is entered incorrectly?

You need to cancel the operation or refresh the page and exit the dialog box of the program or platform. If this is not possible, notify the insurance company. We will help you resolve the issue.

 

 

I have not received my policy. What should I do?

First of all, you need to check the Spam or Promotions/Ads folder. If more than 10 minutes have passed, and there is still no policy in your e-mail Inbox, inform the insurance company in a convenient way for you:

 
 

Help Center

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