About Reservations

Reservations to the airport are valid only for the time and date specified. Reservations from the airport are valid only for the date specified. aeroportransfer is not responsible for customer error resulting in unused reservations or missed flights. When changing the pickup or drop off location of a reservation, rates are subject to change and additional charges may apply.

This service is a private, direct transportation service utilizing luxury MPVs (Toyota Vellfire) for non-stop transportation to the airport.

Short Notice Reservations

Short notice reservations are reservations made less than twenty four hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.

There are no refunds available for reservations made with less than seventy two hour advance notice.

Reservation Abandonment

Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach customer for further instruction using the “Day of Travel” contact number provided.

Exclusive, Non-Stop Airport Transfers

These reservations include sedan, MPV and Van service. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Additional stops require a charter reservation, described in the following section.

Charter Reservations

Charters options include point to point or hourly transportation. Vehicles are available based on demand and cannot be guaranteed on short notice. Hourly charters require a twenty four-hour minimum reservation and at least seventy two hour advanced notice. Hourly charter reservations should be made in advance to ensure availability.

*Tolls, Parking, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges.

Customers must pay at time of booking to secure advance reservations. Any charges processed at the time of booking and are refundable following the terms outlined in the Cancellation Policy below.

Currently we only accept Bank Transfer only

To confirm a reservation we need your Bank Payment Reference Number and full name for the reservation.

Lotus Holidays Sdn Bhd – Maybank (Malayan Banking Berhad) – account no.: 5142 5351 4171

Our operators and staff reserve the right to request personal identification from customers. Failure to provide personal identification matching information on file may result in the inability of the company to service the reservation.

Phone- and web-based reservations have the option to receive an email confirmation with complete reservation and payment details.

Notice period

Charges

0-3 days – 100% charges

More than 3 days – No charges

Amendments

Notice period

Charges

0-1 day – 100% charges (only where the number of Travellers is reduced)

2-3 days – MYR30.00 Malaysian Ringgit (or equivalent in the quoted currency)

4 days or more – No charge

Flight Cancellations and Delays Due to Airlines

Failure to contact aeroportransfer with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.

MPVs seat 5-6 passengers with limited luggage space. Oversized or excess luggage may require a second vehicle at additional cost.

Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Luggage and Personal Items

Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.

Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.

Luggage Restrictions

For each passenger, at no extra cost, the following is accepted on board the vehicle:

2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 20 kilos/50 pounds or less each; and 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.

Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.

Extra Luggage and Oversized Items

Vehicles have limited space. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Depending on the city, and the city’s vehicle type, the following items may incur an additional fee or may require an exclusive van reservation:

Large boxes, including bicycle boxes, travel trunks, and musical cases for larger instruments.

Shipping boxes.

Athletic equipment (e.g. surfboards, skis, snowboards, etc.)

Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. The aeroportransfer and/or its operator are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.

It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.

Customer must report significant damage to any personal items during use of the service immediately to Customer Care at sales@aeroportransfer. In the event the aeroportransfer determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed MYR100.00 per passenger unless local regulations deem otherwise. aeroportransfer reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.

aeroportransfer and its operators are not liable for lost items left behind in the vehicle by a customer. However, aeroportransfer does want to help customers reunite with lost items whenever possible. If an item is lost, aeroportransfer recommends the customer immediately contact Customer Care at sales@aeroportransfer.com.

Returning lost items may incur delivery and/or shipping charges.

Seatbelts

Seatbelts are provided for customer safety. aeroportransfer requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws.

Vehicle Capacities

MPVs seat 5-6 passengers with limited luggage space. Oversized or excess luggage may require a second vehicle at additional cost.

Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Smoking is not permitted in any of our vehicles.

Traveling with Children

aeroportransfer welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. Operators reserve the right to refuse service to parties out of compliance with state law.

Traveling Minors

Customers under the age of 16 must be accompanied by a parent or guardian for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.

Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. aeroportransfer is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications.

Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation.

aeroportransfer and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, aeroportransfer reserves the right to cancel and refund reservations in advance of the scheduled pickup.

At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, aeroportransfer will post information to website, blog, or other forms of communication, to notify customers in advance.

Customers are encouraged to notify us of their experience, good or bad.

Limitations on Compensation Following Service Failure

Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.

In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.

Limitations on Compensation Following Missed Flights

When it is determined to be company fault, aeroportransfer may provide compensation not to exceed MYR100.00 per person for domestic flights and MYR200.00 per person for international flights. aeroportransfer may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights.

aeroportransfer does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.

We do not accept credit card payment at this moment.

Once approved, a refund request is submitted within 24 hours, excluding weekends and federal holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund.