We’ve created this Frequently Asked Questions section to quickly answer our customers’ most common queries. Below you’ll find a shortlist of the typical questions. If you can’t find what you’re looking for here or in the main FAQs, don’t worry – you can always contact us!
-
At Tenerife South Airport – Reina Sofía, your driver will be waiting for you at Office No. 6 in the arrivals hall. Your name will be in our office so you can easily identify us. Soon you won’t need to check in at our office, as we’ll be launching a new APP where you can locate your driver via GPS and head straight to the parking area.
Early flights
When flights land earlier than scheduled, we will try to adjust and arrange an earlier pick‑up whenever possible. In these cases, please contact us in advance via WhatsApp at +34 670 865 991 so we can coordinate with you.Delayed flights
If your flight is delayed, your driver will wait for you at no extra charge depending on timetables. However, we kindly ask you to inform Tenerife Airport Transfers as soon as you know about any delay via WhatsApp on: +34 670 865 991
If we are unable to locate you within 15–20 minutes after the official landing time, and we have not received any telephone or WhatsApp contact from you during this period, you will lose the right to the booked service, including any refund of transfer fees, additional costs, or compensation. Our telephone provider’s records will serve as proof of whether you contacted us.If you have any difficulty locating your driver, you must call us immediately using the phone numbers shown on your booking confirmation. If you do not contact Tenerife Airport Transfers and instead arrange your own transport without our authorization, you will lose any right to a refund of the booked service, transfer fees, additional costs, or compensation. In case of doubt about whether you or we tried to make contact, the records of our telephone provider will be considered sufficient proof..
-
The driver will meet the customer at the time and place confirmed in the booking. The customer must be ready outside the building with all luggage. If the vehicle cannot stop directly in front of the building, the customer is responsible for indicating an alternative nearby pick‑up point.
Our drivers always aim to arrive on time, but minor delays can occur due to traffic, accidents, road works, or other unforeseen events. For this reason, we kindly ask customers to allow a 5–10 minute courtesy window from the scheduled pick‑up time.
Tenerife Airport Transfers strongly recommends choosing a pick‑up time that allows arrival at the airport at least two hours before flight departure. If the customer insists on a later pick‑up time than recommended, they accept full responsibility for any delays or missed flights, and agree that neither Tenerife Airport Transfers nor its suppliers can be held liable. In this case, the customer waives any right to reimbursement of transfer fees, additional costs, or compensation.
If the customer cannot be found at the agreed time and place and has not contacted Tenerife Airport Transfers by phone or WhatsApp using the numbers shown in the booking confirmation, the customer loses the right to the booked service, any refund of transfer fees, additional costs, or compensation. Records from Tenerife Airport Transfers’ telephone provider will be considered sufficient proof of whether contact was made.
If the customer has difficulty finding the driver, Tenerife Airport Transfers must be called immediately using the telephone numbers provided in the booking confirmation. If the customer fails to contact Tenerife Airport Transfers and instead makes alternative transport arrangements without our authorization, they also forfeit any right to reimbursement of the booked service, transfer fees, additional costs, or compensation.
For any change, delay, or special circumstance, please advise us in advance via WhatsApp at +34 670 865 991.
-
Maximum waiting times are as follows:
-
At airports: up to 15–20 minutes from the official landing time.
-
At hotels, private addresses, or any other agreed location: up to 10 minutes from the pick‑up time shown in the booking.
For any change, delay, or issue, please inform us in advance via WhatsApp at +34 670 865 991.
-
-
Bookings must be made at least 48 hours before the date and time of the transfer. However, if customers wish to book a transfer in under 48 hours, they must contact [email protected] or via our WhatsApp line in order to check availability. Tenerife Airport Transfers reserves the right to reject bookings made with less than 48 hours’ notice prior to the date and time of the transfer. The main passenger has to have unlimited legal capacity when the transfer takes place.
-
All transfers must be prepaid. We accept payments via credit/debit card (Visa or Mastercard) .
For added security during online payments, you’ll be asked to enter your Mastercard SecureCode or Verified by Visa password – a code known only to you and your card provider.
-
Your booking confirmation will be sent by email as soon as we receive your payment.
-
Changes to your booking must be submitted in writing at least 48 hours before the scheduled pick‑up time. Changes requested less than 48 hours before pick‑up will incur a penalty fee of 75–100% of the total booking cost. Please email all requests to [email protected] or via WhatssApp.
-
Cancellations must be confirmed in writing by emailing [email protected] or via WhatsApp at +34 670 865 991.
You’ll not receive a full refund but money will be kept on credit.
No refunds will be given for cancellations made less than 48 hours before pick‑up. -
The price includes one normal-sized suitcase (max. 20kg) and one piece of hand luggage (handbag, small backpack, etc.) per person. Hand luggage must travel inside the vehicle.
Carry-on bags (up to 10kg), such as Ryanair cabin bags, count as normal suitcases and go in the trunk.
Vehicle limits
-
4-seat service : Max 2 large suitcases or 3 normal suitcases.
Please consider luggage when booking. If luggage exceeds the vehicle’s capacity (shown in booking step 2), Tenerife Airport Transfers cannot be held responsible if it doesn’t fit.
Extra items must be declared at booking. We cannot guarantee space if not informed in advance.
-
-
Once your booking is confirmed, the transfer will use any suitable vehicle based on the number of passengers and luggage specified. Tenerife Airport Transfers cannot guarantee a specific vehicle type due to potential last-minute schedule changes or substitutions.
Prohibited on board
Smoking, alcohol consumption, and illegal drugs are strictly forbidden in all vehicles. Tenerife Airport Transfers and its suppliers reserve the right to refuse transport to any passenger under the influence of alcohol or drugs. -
Customers must inform Tenerife Airport Transfers during booking if traveling with infants or minors. Each child seat costs €5 per seat.
In rare cases, we cannot guarantee child seat availability (e.g., due to last-minute schedule changes or vehicle substitutions), but we will always do our best to accommodate your needs.
-
Customers must indicate during booking if they need extra pick-ups or drop-offs. Every additional stop (e.g., collecting keys, second pick-up/drop-off, or different terminals at the same airport) must be confirmed by Tenerife Airport Transfers beforehand.
Extra charges apply for each additional stop, varying by zone/city and vehicle type. Tenerife Airport Transfers and its suppliers reserve the right to reject unconfirmed extra stops on the day of travel.
-
Tenerife Airport Transfers customers are covered by our comprehensive transport industry insurance policy. For additional insurance tailored to your needs, please specify requirements in the Observations section of our online booking form or email [email protected]
For reservation purposes, EL MAR SERVICES and TENERIFE AIRPORT TRANSFERS are the same company.