Traveller Protection

Complaints & Resolution Policy

Last updated: May 2026

1. Our commitment

Airport Transfer Portal is a global airport transfer marketplace operated by Funny Tourism Ltd (England & Wales, Company Number 15549967) and DYF Turizm Tic. Ltd. Şti. (Türkiye, Tax No. 3210363044). Your booking contract is with whichever of those two companies processed your payment; it is named at checkout and on your booking confirmation. Whichever one it is, complaint handling is centralised here — you raise it with us, and resolving it is our responsibility. The ride itself is performed by an independent, verified local operator, but we do not pass you back to the supplier and walk away.

Every transfer is covered by our booking protection: tracked flights, free waiting time, fixed prices agreed at booking, and a documented dispute path if something goes wrong. This page explains exactly how that works.

2. How to raise a complaint

If anything about your transfer was not what you expected, contact us through any of the following channels. Always include your booking reference (format ATPxxxxxxxx):

3. Our response timelines

  • Initial acknowledgement: within 24 hours of receiving your complaint.
  • Investigation update: within 3 working days, including any supplier response we have received.
  • Full resolution: we aim to resolve most cases within 14 days. Complex disputes (involving damage assessment, third-party insurers, or law enforcement reports) may take longer; we will keep you updated at each step.
  • Urgent in-trip issues (driver not arriving, vehicle problem, safety concern): we treat these as priority — call or WhatsApp for an immediate response.

4. Common issues and how we handle them

4.1 Driver no-show or late arrival

If your driver has not arrived within 15 minutes of the agreed pickup time and you cannot reach them on the contact number provided, contact us immediately by phone or WhatsApp. We will:

  • Attempt to reach the assigned driver and supplier directly;
  • Where operationally possible, arrange an alternative transfer through a replacement supplier;
  • If no replacement can be arranged in time and you make your own arrangements, we may reimburse reasonable replacement transport up to the booking value, provided receipts are supplied.

A confirmed driver no-show results in a full refund of the affected leg plus, where appropriate, a goodwill credit for inconvenience. We do not require you to chase the supplier.

4.2 Meet-and-greet failure at arrivals

All arrivals transfers include a meet-and-greet at the arrivals hall with a sign showing your name (or company name as agreed). If your driver is not visible:

  • Wait at the official meeting point listed on your booking confirmation (terminal arrivals hall, after baggage claim and customs);
  • Call the driver number provided in your confirmation email and SMS;
  • If unreachable for more than 10 minutes after exiting customs, contact us — we will locate the driver or arrange a replacement.

4.3 Wrong or lower-specification vehicle

You are entitled to the vehicle class booked (Sedan, Van, VIP, etc.). If a noticeably lower-specification vehicle is sent — for example a smaller van than the capacity you paid for, an unbranded vehicle when a premium class was booked, or a vehicle in poor condition — photograph it before boarding (or note the registration plate), accept the ride only if you choose to, and report the issue within 48 hours. Confirmed downgrades are refunded by the price difference plus a goodwill credit.

4.4 Flight delays and waiting time

Every arrival transfer is matched to your flight number. Our system tracks your flight automatically; your driver is alerted to delays and adjusts pickup time without charge. Free waiting time included:

  • 60 minutes from the pickup time shown on your booking, for arrivals from airports;
  • 15 minutes from the agreed pickup time for departures and city pickups.

The free hour runs from the pickup time on your booking, not from the moment the aircraft lands. If your flight is delayed we move that pickup time to match your actual landing, so the free hour moves with it. Please allow enough time for passport control and baggage when you choose your pickup time. Waiting beyond the free period is chargeable at the operator's hourly rate and is payable to the operator.

If your flight is cancelled or significantly rescheduled, contact us to reschedule the transfer at no charge to the same or comparable pickup. Cancellation of the entire trip due to a cancelled flight is handled under our cancellation policy in our Terms of Service §4.

4.5 Pickup point or parking confusion

For departure and city pickups, the exact pickup point is shown on your booking confirmation. If your accommodation has restricted vehicle access (gated communities, pedestrian zones, hotels with no waiting bay) please note this when booking. If a confusion at the pickup point causes a missed transfer despite both parties acting in good faith, we will arrange a replacement and absorb the cost; we will only treat it as a customer no-show where the driver was at the correct location, contacted you, and waited the full free-waiting window.

4.6 Refunds

When a refund is due, the following applies:

  • Method: refunds are issued to the original payment method (credit/debit card or PayPal).
  • Timing: card and PayPal refunds typically appear within 5–10 working days.
  • Currency: refunds are issued in the booking currency at the exchange rate locked at the time of booking — you will not lose value on foreign exchange swings.
  • Exclusions: refunds are not due for a customer no-show where the driver was present at the agreed pickup point, attempted contact, and waited the full free-waiting window; for cancellations made by the customer after the free-cancellation window per Terms §4; or for transfers performed substantially as booked.

4.7 Damage to property or lost items

For items left in the vehicle, contact us as soon as possible with the booking reference and a description; we will reach the supplier and arrange return. For damage caused during the transfer (to luggage, equipment, or personal property), report it within 24 hours with photographs. Claims are assessed individually. Suppliers are required to hold the licences, permits, and commercial insurance required for their operating location. Where a damage claim arises, we help coordinate the claim with the supplier and, where applicable, their insurer.

5. Evidence we may ask for

To resolve a dispute quickly, we may request:

  • Photographs (vehicle, pickup point, any damage);
  • Driver name, vehicle registration plate, and the time of the issue;
  • Screenshots of any messages exchanged with the driver or supplier;
  • Receipts for any replacement transport you arranged;
  • Where relevant, a copy of any police or insurance report.

Providing this upfront lets us resolve the case in days rather than weeks.

6. Escalation path

If you are not satisfied with the initial response, your complaint escalates through the following stages, in this order:

  1. Support team — initial handling, within 24 hours.
  2. Senior resolution — review by a senior team member if you reply that the initial response did not resolve the issue.
  3. Management review — final internal review by the operations director; this is our final position.
  4. External dispute resolution — independent options described below if our final position does not resolve the matter for you.

7. External dispute resolution

If our final position does not resolve the matter, you have the following options depending on where you live:

  • European Union consumers: the former European Commission Online Dispute Resolution platform was discontinued on 20 July 2025. EU consumers may still use national consumer protection bodies, local ADR (Alternative Dispute Resolution) schemes where available, or their local European Consumer Centre network for cross-border consumer guidance. Please also contact us first at support@airporttransferportal.com so we can try to resolve the matter directly.
  • United Kingdom consumers: you may pursue a claim through the courts of England and Wales. For smaller-value disputes, the Money Claim Online service is available at gov.uk/make-money-claim.
  • Card payments: if you paid by card, you may have separate rights through your card issuer, including chargeback scheme rules or, for eligible UK credit-card payments, Section 75 protection. Eligibility depends on your card type, transaction value, and applicable law. We ask that you contact us first so we have the opportunity to resolve the issue directly.
  • All other jurisdictions: you retain whatever statutory rights apply under your local consumer protection law; nothing in this policy or our Terms of Service affects those rights.

8. Supplier accountability

Every operator on our marketplace is vetted before going live, monitored against published service-level metrics (on-time arrival, meet-and-greet success, customer rating, cancellation rate), and reviewed continually. Suppliers with repeated failures are suspended and removed. We do not require travellers to deal directly with suppliers to resolve issues — but we share supplier identity, contact, and licensing details on request once a booking is made.

9. Contact us

For all complaint and resolution matters:

Please always quote your booking reference (format ATPxxxxxxxx) so we can pull your booking on the first message.

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