Frequently asked questions
Everything you want to know before you book.
Fixed price and payment, cancellation and flight delays, child seats, pets, groups and corporate invoicing — the answers at a glance. Something missing? Dispatch is reachable around the clock.
Booking & process
- How do I book a transfer?
- Enter your address and destination in the booking form, choose the vehicle class and time, add contact details and pay — done in under two minutes. You receive a confirmation email straight away with every detail and a cancellation link. No customer account is needed; every booking runs as a guest.
- How far in advance do I need to book?
- We recommend booking at least 3 hours before pickup so dispatch can assign the right car with certainty. Shorter notice often works too — call dispatch and we check availability immediately.
- Who is my driver?
- A PBefG-licensed driver from our own Stuttgart dispatch. No marketplace, no anonymous platform — one responsible operator, available 24/7.
- Can I change my booking?
- To cancel, use the link in your confirmation email: free up to 24 hours before pickup, 50 % refund between 6 and 24 hours, no refund below that. For changes to time, date or address, call or message dispatch — we arrange it wherever logistics allow.
Price & payment
- Is the price really fixed?
- Yes. The amount you see at booking is the amount we charge — locked at booking. No meter, no airport surcharge, no night or weekend supplement. Traffic and detours do not change the price.
- When is my card charged?
- At the moment the booking is confirmed, securely via Stripe with 3-D Secure verification. Your card data is never stored on our servers. There is no cash payment in the car — the driver carries no till.
- Is there a discount for booking the return trip?
- Yes: book both directions together (tick "Add the return trip" in the form) and you get €5 off. Each direction stays a separate booking with its own fixed price and its own cancellation deadline; if one ride is cancelled, the other keeps its price.
- Do I get a VAT invoice?
- Yes, every completed trip produces a VAT-compliant invoice under § 14 UStG. Tell us and we send it by email or on paper. Company name, VAT ID and billing address can be entered at booking.
Cancellation & refunds
- How do I cancel and what does it cost?
- Via the cancellation link in your confirmation email. More than 24 hours before pickup: full refund. Between 6 and 24 hours: 50 % refund. Under 6 hours or no-show: no refund.
- How long does the refund take?
- The refund goes back to the same card and shows within 1–10 banking days depending on your card issuer.
Flights, waiting & luggage
- What happens if my flight is delayed?
- Book the pickup at least 45 minutes after the scheduled landing time — that buffer covers customs and baggage. For bigger delays, call dispatch and we move the pickup at the same fixed price. From the booked pickup time, 15 minutes of waiting are included; after that we charge €38 per hour.
- Do you track my flight?
- We use no live flight-tracking API. Dispatch checks the published arrival time of your flight number before the pickup — so please enter it at booking. For a bigger delay, a short call is all it takes.
- Where do I meet the driver at the airport?
- Standard and Van: at the signposted taxi rank / rental-car kerb at Terminal 1. Premium S-Class: a personal meet-and-greet with a name board in the arrivals area.
- How much luggage is allowed?
- Standard (E-Class): up to 4 passengers + 3 bags. Van (V-Class): up to 8 passengers + 6 bags. Premium (S-Class): up to 4 passengers + 3 bags. For special luggage (skis, pram, folded wheelchair), mention it in the booking notes.
- Can I bring a wheelchair?
- Yes. Folding wheelchairs travel in the boot of every class; the passenger transfers to a seat and the driver helps with boarding at no extra charge. We have no wheelchair-accessible vehicle with a ramp or lift.
- Can my dog travel with me?
- Yes. Dogs travel in a carrier or on a blanket at no extra fee — tell us at booking so the driver can prepare the car. Heavily soiled or wet animals are subject to the cleaning-fee schedule in our T&Cs.
Routes & airports
- Do you serve airports other than Stuttgart?
- Online we sell fixed prices to and from Stuttgart Airport (STR) only — that focus keeps our STR pricing and dispatch tight. Munich, Frankfurt, Zurich, Basel and Strasbourg (up to about 270 km) we drive on request: send an enquiry and you get a fixed quote within 30 minutes.
- Do you pick up at Stuttgart main station?
- Yes. Stuttgart Hauptbahnhof lies in the Stuttgart-Mitte zone and has the same fixed price as any address there. Enter the meeting point you can reach (for example the forecourt at Arnulf-Klett-Platz); the driver calls you once parked.
- Which languages do you speak?
- Dispatch works in German and English around the clock; the website and booking run in English, Turkish, Italian, French, Spanish, Greek, Polish and Croatian, and the German home market has its own site at flughafen-transfer-stuttgart.de.
Vehicles & safety
- What is the difference between Standard, Van and Premium?
- Standard is a Mercedes E-Class or equivalent for up to 4 passengers. Van is a Mercedes V-Class or equivalent for up to 8 passengers and 6 bags — ideal for families and groups with luggage. Premium is a Mercedes S-Class or equivalent with meet-and-greet, water and Wi-Fi for business travel.
- Are child seats available?
- Yes, free of charge. Choose the type directly in the booking form: infant carrier (0–13 kg, rear-facing), child seat (9–18 kg) or booster (15–36 kg). Each has its own counter, up to 3 seats per trip. No age field or notes needed.
- Is online booking safe?
- Yes. Payment runs via Stripe (PCI DSS Level 1, 3-D Secure, EU-US Data Privacy Framework). We are a fully PBefG-licensed taxi operator supervised by the City of Stuttgart.
Business & groups
- Do you offer corporate accounts and consolidated invoices?
- Yes. For companies we offer cost-centre coding, a monthly ZUGFeRD consolidated invoice and SEPA payment terms. Details and onboarding under /geschaeftskunden/firmen.
- Can you carry groups of more than 8?
- Up to 8 passengers in our own Mercedes V-Class. From 9 we run a convoy — two V-Class for 9–16, three for 17–24, up to 40 passengers via the enquiry form — with €10 off the second vehicle. Same fixed-price model, one enquiry, one contact, one invoice. Use /anfrage.
Question still open? We are reachable around the clock.
Dispatch answers questions on booking, routes or corporate accounts at any time — by phone, or right while you book.