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 online. After successful payment, you receive a confirmation email 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?
- Online bookings need at least 2 hours' notice — that is how dispatch assigns the right car with certainty. Shorter notice often works too: send a request from the booking form or call dispatch — we check availability and reply with an offer and payment link.
- Who is my driver?
- A driver of a PBefG-licensed taxi company, dispatched around the clock. No marketplace, no anonymous platform — one contract partner for your booking.
- Can I change my booking?
- Use the cancellation link in your confirmation; contact dispatch for changes. Private customers: free at least 24 hours before pickup; 50% cancellation fee from 6 to less than 24 hours; 100% less than 6 hours before pickup or for a no-show. Business customers: 50% cancellation fee from binding booking; 100% less than 24 hours before pickup or for a no-show. Cancellation ends the journey booking. Refunds follow manual review and approval. Statutory and contractual rights remain unaffected. You may demonstrate a lower loss or no loss.
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 the payment 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. For every trip, in every class, we issue a VAT-compliant invoice under § 14 UStG on request and 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?
- Use the cancellation link in your confirmation; contact dispatch for changes. Private customers: free at least 24 hours before pickup; 50% cancellation fee from 6 to less than 24 hours; 100% less than 6 hours before pickup or for a no-show. Business customers: 50% cancellation fee from binding booking; 100% less than 24 hours before pickup or for a no-show. Cancellation ends the journey booking. Refunds follow manual review and approval. Statutory and contractual rights remain unaffected. You may demonstrate a lower loss or no loss.
- How long does the refund take?
- Cancellation does not trigger an automatic payout. After manual review and approval, the refund amount is returned to the original payment method. Once issued, it usually appears within 1–10 banking days, depending on your bank or payment provider. Statutory and contractual rights remain unaffected.
Flights, waiting & luggage
- What happens if my flight is delayed?
- Schedule pickup at least 45 minutes after the planned landing. This is a planning allowance for checks and baggage, not a guaranteed clearance time. The included 15 minutes of waiting start at the booked pickup time. Report delays early and have any revised pickup confirmed by dispatch. Additional waiting can be charged at €38 per hour.
- Do you track my flight?
- The flight number is optional. If you provide it, dispatch checks the published arrival time before pickup. This does not include automatic flight tracking or an automatic change to your booking. Report changes and have any revised pickup time confirmed.
- Where do I meet the driver at the airport?
- Every class, Standard, Van and Premium: in the arrivals area on Level 2, just past baggage reclaim. The driver holds a sign with your name. 30 minutes before your scheduled landing you get an SMS or WhatsApp with the driver's name, the vehicle plate and a photo.
- How much luggage is allowed?
- Standard (E-Class): up to 4 passengers + 3 bags. Van (V-Class): up to 8 passengers + 6 bags included; a seventh bag can be booked online for a surcharge. 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?
- Small pets can travel in a transport box by prior agreement. Before booking, contact dispatch with the species, size and transport box details and have the arrangement confirmed.
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 personal fixed quote.
- 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: Mercedes E-Class or equivalent for up to 4 passengers and 3 bags. Van: Mercedes V-Class or equivalent for up to 8 passengers and 6 bags. Premium: Mercedes S-Class or equivalent for up to 4 passengers and 3 bags. A name board at main-terminal arrivals is included in every class. Agree special requirements with dispatch before booking.
- 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). Every ride is performed by a PBefG-licensed taxi company.
Business & groups
- Can a company book and request an invoice?
- Enter the company name and full billing address when booking. Pay through the regular online flow and request the invoice with the booking reference. Discuss special billing requirements with dispatch in advance: /geschaeftskunden/firmen.
- Can you carry groups of more than 8?
- Up to 8 passengers in one 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.