1 – What happens if my flight is delayed?
Our airport staff monitor flight times closely, however if your flight has a delay you must call our emergency number which is stated on your transfer documents. This is a very important factor to remember when travelling late at night as alternative arrangements may have to be made.
2 – What is the difference between a shuttle service and a private transfer?
A SHUTTLE service is a shared transfer combining a mixture of passengers on a variety of flights. ((vehicle size may vary, however in most case are supplied by large coaches)) Shuttles run according to the demand of our pre-booked passenger lists, in operation at all times of the day & night. Shuttle transfers will only drop off & pick up from the main holiday recognised hotels and apartments.A PRIVATE transfer will collect you and your party ONLY. Private services are not shared and have NO other drop offs or collections other than your own. Private transfers run directly from the airport to your accommodation (& Vice Versa) or to/from your chosen drop off // collection point, door to door ((access permitting)).Private Transfers are an excellent option for celebrations, events, families with young children and disabled passengers.
3 – Will the coach drop off and pick up at my hotel?
If you book a private transfer you will receive a door to door service, access permitting.Our shuttle transfers have set drop off and pick up points, centralised around the main hotels and tourist apartment blocks. These stops are set by the local town hall and traffic police and must be adhered to. We try to keep drop off/pick up points to a minimum, so you may find your stop will be allocated nearby to serve a group of hotels/apartments in the same area. Our aim is to beat traffic and gain on journey time.
4 – Travelling with Children? Children: 2-10 years || Infants: 0-23 months.
Children from the age of 2 years should always occupy their own seat, and therefore are accountable on shuttle coach transfers. Infants under 2 years travel FREE on coach shuttles but must sit on a parent or guardians lap for the duration of the journey. Whilst babies do not occupy a seat, It is vital to include your number of little ones when booking to allow sufficient space for extra luggage & prams, etc. Child Boosters and Baby Seats can be provided, however, they are ONLY available on Private Transfers. Once you have your booking reference number, please E-mail us direct email@example.com to confirm your child’s age and required type of seat to suit.
5 – Is the shuttle service suitable for people with disabilities?
Our shuttle service is not suitable for people who cannot climb the steps of a coach or minibus unaided. Our drivers can only assist with luggage onto the bus and not passengers. We strongly advise people with extreme disabilities to book the appropriate type of transport for their needs. Wheelchair adapted vehicles are available for people who are wheelchair bound. We have minibuses, as well as large coaches with ramps & lifts. Contact us for more info to suit your needs; firstname.lastname@example.org
6 – How long will we have to wait before the bus leaves the airport?
Waiting time at the airport can vary depending on the time of year and the volume of passengers arriving. If you book a shuttle service, you may have to wait for others arriving on another flight, a delayed flight, or simply for other passengers waiting on luggage, however we do guarantee a maximum wait of 1hour for combined arrivals. This time is calculated from when the first passenger boards the bus.
7 – What if I need to change or cancel my booking?
Please contact our central office in Benidorm to make and confirm any requested changes or necessary cancellations. Administration fees will apply in most cases for amendments as well as cancellations; these may vary depending on time scale prior to travel. Such charges are normally calculated PER PERSON, and will be made in EUROS and applied as per set categories registered locally.In order to make any changes to original confirmed bookings, please ensure to have your original booking reference number and all new travel details at the ready. Please note that only VISA or MASTERCARD can be accepted for any price differences and applicable fees incurred.
8 – What happens if when I arrive I cannot locate the rep or driver?
You MUST call our helpline: 0034 96 588 9094. This will allow us to locate our rep or driver for you.The RESORT CARE desk in ALICANTE AIRPORT is situated directly below the arrivals hall, on floor level ¨minus -2¨ (same level as coach park).
9 – What do I do if any of my travel details change?
You must contact the Resort Care office with details of any changes at least 48 hours prior to your travel dates. Failure to do so could result in problems should this affect your arrival or departure and resort collection.
10 – I am staying in private accommodation. Where will you drop and collect me?
When making your booking, if travelling on a shuttle service, you must choose a registered Hotel or Touristic Apartment block in your vicinity. However, if you book a private transfer, transport will be ordered to drop you off and pick you up at the door (depending on road access & size of vehicle).
11 – Lost property?
There are some cases where people do leave belongings on the bus during the journey to and from the airport. Firstly, we must remind all passengers that Resort Care do not accept any liability for passengers baggage left on the bus. It is YOUR responsibility to ensure you have collected all of your personal belongings before you leave the coach. If you do leave any items on the bus, you should contact our Benidorm office immediately and we will do our utmost to locate your missing items as soon as possible.
12 – We need to collect our keys from a local agency before we are dropped off. Is this possible?
No, not if you are travelling on a shuttle service. Our shuttle buses only allow for ONE pick up and drop off point per booking, routes cannot be diverted. The shuttle service caters for a number of mixed passengers sharing a coach transfer.If you have booked a private transfer this service is available,however, MUST be pre-arranged prior to your arrival. Please note; most diversions i.e. key collections will require a small supplement. ((If confirmed and pre-paid on booking, no extra will be required in resort. If not, this surcharge must be paid locally to your transport provider)).
13 – I am only bringing hand luggage. Will the bus be ready to leave right away?
All shuttle services to and from Alicante, are tailored for holiday makers travelling with full luggage allowance, therefore you should expect & respect some waiting time for other passengers.If you want to land and get into resort as quickly as possible then you should opt for a private transfer to guarantee a one-stop fast track journey to resort.
14 – I wish to travel with my pet. Are animals allowed on your transfer services? Will this be possible?
Regrettably, from the 1st May 2015; Resort Care will no longer be able to carry any type of animal on board. Unfortunately even “pets” irrelevant of size, are not be permitted on any of our transfer services. *This rule does NOT apply to registered guide dogs!
15 – I have booked ¨special assistance¨ with the airline. Will this also be available for transfers?
We strongly advice people who need special assistance to book the correct type of transport to suit their needs. Please also take this into much consideration when booking your accommodation as many hotels and apartments are NOT accessible by bus. We can provide wheelchair adapted vehicles for wheelchair bound passengers, however, as with any type of special requests, these transfers MUST be pre-booked, at least 48hrs prior to travel date.
16 – What is your policy regarding outsized items & extra luggage on shuttle buses ?
Passengers have an allowance of ONE suitcase per person in the HOLD, approximately (H)70cm, (W)47cm, (D)21cm) . Only small items of hand luggage can be carried on board with you.Extras such as: Bicycles, Electric Scooters, Golf Clubs..etc. must be requested & confirmed at the time of booking. A supplement of 10euros applies per item, each way. * This surcharge does NOT apply to pushchairs or manual folding wheelchairs. ** You must be able to load & unload any outsized items of your own accord. This task is NOT the responsibility of our resort staff.