Questions to ask before booking an airport transfer

You're five days from your flight. The airport transfer you booked last month goes quiet—no confirmation email, no WhatsApp contact, nothing. Or worse, you land and the driver isn't there. The difference between a smooth arrival and a stranded hour on the kerb often comes down to whether you asked the right questions before you hit confirm.

Most travellers think about airport transfers in reverse: they book first, then worry. Better to ask specific questions upfront and listen carefully to how the operator answers. The quality of the response—not just the yes or no—tells you whether you're dealing with someone who's thought through their operation or someone just taking money.

Does the operator know your flight and will they confirm it closer to travel?

This is not a yes/no question. A good operator will ask you for your flight number and arrival time unprompted, then send you a confirmation message 24 to 48 hours before you fly—not because they have to, but because it cuts confusion. They might also ask whether you're likely to have checked baggage or just a carry-on, and whether anyone else is joining you.

An evasive answer sounds like "Yeah, we've got you down." A solid one is "I'll text you tomorrow at 2 p.m. to confirm your flight number and check if your arrival time has changed. If it hasn't, I'll lock in my schedule that evening."

Why this matters: airlines change gates and sometimes times shift by an hour or two. If your operator isn't tracking the flight or reconfirming, they're flying blind. A driver who knows your flight is watching it too.

What's your plan if my flight is late or diverted?

This separates experienced operators from the hit-or-miss ones. Ask directly: "If I land two hours late, are you still coming? Do I need to text you, or will you already know?"

Bad answer: "Just let us know." You've just handed all the responsibility to yourself, exhausted after a flight.

Good answer: "I monitor flight status. If you're delayed, I'll adjust my arrival time automatically. You'll get a message from me confirming the new pickup time." Even better if they mention they have a backup driver or a contingency plan if something goes wrong on their end.

This also covers a related question: what happens if they're stuck in traffic or their vehicle breaks down? Do they have a second driver, or are you left waiting on the kerb?

How do I reach you on the day, and what should I do when I land?

Don't assume the answer. Ask for a mobile number you can use, and confirm whether they prefer WhatsApp, a call, or SMS. Ask where you should meet them—some operators say "outside baggage claim, look for a sign with your name," others say "text me when you clear customs and I'll guide you." Ask how long they'll wait at arrivals if you're running behind.

A vague answer—"Just call us"—is risky. If their number doesn't work, or there's a queue at their customer service line, you're stuck. A clear answer—"Message me on WhatsApp when you've collected your luggage. I'll be waiting at the short-term parking zone, 10 minutes away. I wait 20 minutes; after that, call and I'll circle back"—gives you a real plan.

What if something goes wrong during the ride?

You've booked them; now ask about your safety net. Are they insured? If there's an accident or a breakdown mid-journey, what happens? If they can't complete the journey, will they arrange a replacement at no extra cost, or will you be invoiced again?

A responsible operator will name their insurer or licence body without hesitation. They'll also have a policy written down or will send you one via WhatsApp.

These questions aren't paranoid—they're professional. An operator who answers clearly and immediately is someone who's had these conversations before and handles transfers like a business, not a side gig. When you're ready to book, Strove makes it easy to find operators with verified reviews and a track record of these specifics, so you're checking the operator's past answers too.