Frequently Asked Questions

What vehicles does Top Transfer Madrid use?

We offer three classes of service: Gold Class, Platinum Class and Emerald Class.

  • Gold Class:
    Mercedes E-Class, and Audi A6.
  • Emerald Class:
    Mercedes V-Class.
  • Platinum Class:
    Mercedes S-Class.

What happens if I have more luggage than the baggage allowance for my reservation?

The maximum baggage allowance for each reservation is based on security, so we do not recommend exceeding this limit. If you are traveling with more luggage than allowed, be sure to reserve enough vehicles to transport all your belongings without exceeding the maximum capacity. Drivers reserve the right to refuse service based on the amount of additional baggage.

How far in advance can I book a trip?

You can book trips months in advance or up to 12 hours before your trip. We recommend booking as far in advance as possible. For roundtrips, you can make changes or cancellations free of charge up to 48 hours before the pick-up time. For an hourly reservation, you can change or cancel free of charge up to 48 hours before pick-up.

How should I choose my airport pick-up time?

Domestic or international travel? If you go through immigration and customs, waiting times may vary depending on the origin of the trip. If you travel with a carry-on or checked bag, it can also make a difference. For international travelers, we recommend one hour between flight arrival and pick-up time. To accommodate unexpected delays, all airport pickups come with a one-hour courtesy wait time. In addition, if you provide your flight details at the time of booking, we will track your arrival time and adjust your pick-up time whenever possible.

Why should I enter my flight number?

The flight number allows us to track and adjust the pick-up time for any delays or early arrivals, as well as ensure that the driver waits at the correct terminal.

How can I contact my driver?

The day before your transfer, you will receive via email or SMS, all the information about your driver. (Tlf, name and meeting point). You will be able to contact your driver directly on the day of your transfer.

How can I get an invoice for my charges?

Whether you use our online booking system, or any other channel, you can request via email the invoice for your trip, and we will send it to you within 24 hours.

What channels can I use to book, change or cancel a transfer?

The fastest and easiest way to book at any time is through our website. Please note that we automatically track your flight arrivals and adjust your pick-up time to ensure your driver is waiting for you when you arrive.

What is the maximum capacity per vehicle?

Passenger capacity depends on the type of vehicle.

The maximum for each class of service is shown on the reservation. Gold and Emerald class travel can accommodate 3 persons and 3 pieces of baggage, and Platinum class travel (Van / SUV) can accommodate up to 7 persons and 7 pieces of baggage. These numbers are not definitive as they are based on average baggage size. Safety is our top priority. Drivers may refuse service if the number of customers or luggage would make the trip unsafe.

When do I receive my booking confirmation?

You will receive payment and reservation confirmations by e-mail immediately after completing your reservation.

Should I specify the arrival terminal for airport pick-up?

No, simply set the airport as your pick-up location and enter your flight number when prompted. We will track your flight and wait for you inside your arrival terminal.

Where will the driver meet me at the airport?

The driver will wait at the exit after baggage claim. (Meeting point) with a personalized pick-up sign. For airport pick-ups where the meeting point is different, the location will be confirmed in the booking confirmation email.

What happens if my flight is delayed?

Provide your flight number when booking and we will track your status and adjust the pick-up time in case of delays or early arrivals. For example, if your flight is scheduled to arrive at 4:30 pm, and you booked your vehicle for 5:00 pm. And your flight is delayed for two hours (6:30 pm), we will automatically adjust your pickup to 7:00 pm.

How do I contact Customer Service?

We hope we have been able to answer all your questions in this help center. If you still need further assistance, please do not hesitate to contact us. by phone, email, whatsapp icon or through our online chat.

+34 91- 005 – 3660