What should I do if the transfer driver is not present?

If your booked transfer driver does not appear at the agreed meeting point, please follow these steps:

At the airport:

• First wait 5-15 minutes, as delays can occur due to traffic or other circumstances
• Double-check the exact meeting point in your travel documents
• Also look for signs with your name in alternative waiting areas or exits

Making contact:

• First contact the local partner, whose contact details can be found in your travel documents
• If the local partner cannot be reached, call the emergency number available in the Tourlane app or via your personal digital travel link
• Provide your booking number and your exact location

If no immediate solution is possible:

• Document the situation (time, place, measures taken)
• In case of prolonged waiting and lack of alternatives, it may be necessary to take a taxi
• Keep all receipts and vouchers for possible reimbursement claims

Please note: The costs for alternative means of transport can only be reimbursed if the booked transfer did not actually take place and you tried to reach the emergency contact beforehand.