FAQ

1. Transfer booking

1.1. How do I find and book a transfer?

Specify the place of departure in the "From" field, and your destination - in the "To" field. You can choose the desired country, city, airport, train or bus station, port, and hotel from the drop-down menu or enter the exact address of the place. Click the button "WiGo". Enter the date and time of the transfer. If you need a return transfer, tick the "Add a return trip" box and enter the date and time of the return transfer. Fill in the rest of the fields: number of people, type of child seat, in case of traveling with children. Also the type of the transfer and your phone number and email. You can offer your price and indicate if you need a meeting with a sign. In the field: "Description" you can leave a comment on your order for the driver. Then click the "Submit your Application" button and confirm your order.

1.2. How can I book a transfer to the airport?

In the "Pick-up" field, select the city or enter the address of the hotel from which you need to get to the airport. The price does not depend on the address our driver picks you up at, but it should be within a city. Enter the name of the airport in the “Drop-off” field. Calculate your pick-up time taking into account the time in route + 3 hours for the check-in at the airport.

1.3. What pick-up time should I set?

If you need a transfer from an airport or a railway station, we recommend you to specify your flight arrival time as the beginning of your transfer. In this case, it is more convenient for a driver to organize the meeting. If you were notified about a change of arrival time, please let us know so we could also inform the carrier. If you need a transfer from a hotel to an airport, specify the time you should be met at the reception. You will have to calculate the departure time by yourself. We recommend you to have a time margin of 3 hours for the airport check-in and travel time. Approximate time a driver needs to arrive at the airport is specified on the booking page. For example, if your flight departure time is 17:00 and the travel time is 2 hours, the pick-up time should be 12:00.

1.4. How do I put my flight number correctly?

If you are booking a transfer from the airport, be sure to indicate the correct and complete flight number (including letters and numbers). For example, if instead of number ZB2203, you specify 2203, then the driver may meet you at the wrong time.

1.5. How far in advance should I book a transfer?

The minimum recommended time for pre-ordering a transfer is 24 hours. If you place an order for a transfer less than 24 hours before the trip, the required class of car may not be available.

Also, you can place an urgent order if there is not much time left before the trip. We will try to find a carrier for you and be sure to notify you whether we can provide a transfer service for you or not.

1.6. How do I put my address in a booking form correctly?

Please include the exact address: country, city, street, house number or hotel name.

1.7. How do I book a return transfer?

To order a return transfer, in the ordering field, tick the box next to "Add return journey" and specify the date and time. If the addresses on your return journey differ from the original order, you need to place an additional transfer order.

1.8. How do I know if my booking has gone through?

After placing an order, you should receive a confirmation of the transfer order with detailed information by mail. If you have not received confirmation by email, contact our manager by email support@wigo.club.
 

2. Payment

2.1. How can I pay my order?

Depending on the country of transfer. There are the following payment options:

Cash to the driver. Prepayment on the website is not required, you give the full amount to the driver at the pick-up site. When booking, you need to add a bank card to confirm your intention to use a transfer.

You can also make a full payment online, in a preferable currency. We take a small prepayment for booking a transfer. The remaining amount should be paid in cash to the driver upon arrival.

2.2. Can I make a payment as a legal entity?

If you need to pay the booking by invoice, contact the manager by email support@wigo.club.

2.3. What currency will I be charged in?

Your card will be charged in one of 2 currencies: dollars or euros. Currency of payment is specified on the right side, where you select a payment option. Currency exchange rate depends on your bank and can vary.

2.4. What payment options are available?

We accept VISA, MasterCard and Apple Pay. 

2.5. Is it safe to make a payment via your site?

Yes. The payment is received by the bank, certified by VISA/MasterCard. This payment systems provide the safety of money transfers according to international standards. Data is entered on a secure page, which is a payment gateway. This guarantees the safety of your data and money transfer.

2.6. What currency should I pay my driver in?

We advise you to pay in the currency specified in your confirmation email. You should prepare the required amount in cash in advance. You can discuss payment in another currency with your driver, but he/she has the right to refuse and ask you to exchange money.

2.7. Will I have to pay extra for waiting?

If you are booking a transfer from the airport to the city, the price already includes one hour of waiting after the scheduled arrival time. If your flight is being delayed for less than 30 minutes, the driver will monitor it and arrive by the time of landing. If you learn about a longer flight delay, please inform the driver as soon as possible by calling one of the phone numbers sent to your email. Please note that if the waiting time exceeds 1 hour, the driver may ask to pay extra for waiting. If you book a transfer from the hotel, the price includes 15 minutes of waiting from the time stated in the order.

2.8. Is the price for a car or for a passenger?

All prices displayed on the website are provided per car. The price does not depend on the number of passengers within the car capacity. Maximum capacity of a car is specified for each class. For example, for sedan maximum 4 passengers.

2.9. Does the price depend on the date of my transfer?

WiGO.club transfer price does not depend on weekends and time of the day.

2.10. Payment problem

We recommend you to follow some simple steps: change the browser, restart your device and return to the payment, or change payment method if other variants do not help.

Please send us an email at support@wigo.club describing the difficulties encountered. We will try to solve the problem in the next few days.
 

3. Changes, cancellation, and refund

3.1. How do I cancel my booking?

You can cancel the transfer order in your personal account, but only if it is more than 24 hours before the trip. If there are less than 24 hours left before your trip, please contact our technical support by email: support@wigo.club. In case of urgent cancellation of the order, the prepayment is not refundable.

3.2. How do I change my booking?

You can make adjustments to the order in your personal account or by contacting the technical service. support by email: support@wigo.club. If you want to make adjustments to the order less than 24 hours before the trip, the changes may not be accepted.

3.3. What is WiGO.club cancellation policy?

Refunds are made in the same way as the payment was made within 60 working days. A full refund is provided if the transfer is canceled at least 24 hours before the planned trip. If canceled in less than 24 hours, penalties will apply and payment will not be refunded in full.

3.4. What should I do if money was not refunded?

If the order is canceled more than 24 hours before the trip, the funds will be returned to your card within 60 working days. If, after 60 working days from the date of cancellation of the transfer, money is not received, try checking the balance and history of receipts for this period of time. If the prepayment for the transfer has not returned to your card, write to us in support: by email: support@wigo.club.
 

4. Transfer conditions

4.1. What if I am travelling with children?

Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking. When entering the details of booking, you can select the type of a child seat you need. Child seats are paid extra.

4.2. Is it necessary to book child seats?

In most countries child seats are required. Safety of children transportation is regulated by law and there are penalties for not using child seats. If you don't book a child seat, the driver has a right to refuse to provide the transfer.

4.3. How do I choose a suitable transfer?

On our website you can find the information about the number of passengers and pieces of baggage provided for each car class. Each class is illustrated by car models, belonging to this class.

If you have doubts, which class will be the most suitable for you, ask our manager.

4.4. What will the car be like?

We guarantee to provide you a car of a chosen class or of a higher comfort or capacity. The makes and models of the cars on the website are provided for general information and can vary; the cars are non-branded, i.e. there is no WiGO.club logo on them.

4.5. What is the car capacity?

Each car has its own capacity. A standard piece of baggage is considered a bag or a suitcase whose length, width, and height do not exceed 158 cm. Hand luggage can be placed in the car. If you are travelling with bulky baggage, contact us through email support@wigo.club.

4.6. What if I have bulky luggage?

For standard luggage the sum of three dimensions (length, width, and height) does not exceed 158 cm. Any bigger baggage can be considered non-standard. If you have non-standard luggage with you, consult with our support manager what vehicle type is more suitable for you. For consultations contact us per email support@wigo.club.

4.7. What should I do if my flight is delayed?

As soon as you find out that your flight is delayed, please inform your driver by calling the phone number sent to you before, WiGO.club support manager via email support@wigo.club. Provide the order number and the new arrival time.

4.8. What should I do if my flight arrives earlier?

If your flight arrives earlier, probably your driver with a name sign will not be at the meeting point yet. Please wait for the driver at the exit of the arrivals area. You can also contact the driver by phone or via SMS messages to speed up your meeting at the airport.

4.9. Will my driver take me to the hotel?

The price of your transfer is the same within a city. If you want to book a transfer to the city hotel, just specify the name of the city where it is located in “Drop-off” field of the search form. You will be able to specify the exact address later, when giving details of the booking.

4.10. Can my driver make a stop or change the route?

Indicate an additional stop or address when ordering a transfer. If you have not indicated an additional stop or address in the description of your order, you can try to negotiate with the driver on the spot.

4.11. What if I am travelling with animals?

According to the regulations of the law, animals must be transported in special portable containers and have medical certificates and documents according to the law in the country where you are planning to travel with animals. If you have not put the animal in a special container, or you do not have enough certificates or documents for the animal, the driver has the right to refuse you a trip. Any damage that your pet can cause to the car you will pay extra.
 

5. Meeting driver

5.1. How can I find my driver?

If you order a transfer from the airport, the driver will meet you at the specified place, which will be written in the confirmation email of your order. If you want to be met with a sign, check the "Meeting with a sign" item when booking a transfer and in the field indicate what should be written on the sign. If you order a transfer from the hotel, the driver will be waiting for you in the hotel lobby. Instructions regarding meeting with the driver will be written in your order confirmation email.

5.2. How can I contact my driver?

The driver's contact information will be indicated in the letter, which will be the confirmation of your order. One day before the start of the transfer, we will send the driver's contact phone number to your email. Call or write an SMS to the driver indicating your order number.

5.3. How can I be sure that my driver will pick me up?

We guarantee the decency and punctuality of our drivers. The driver will have your phone number and you will have the driver's phone number. Please keep your phone switched on so that in case of force majeure, the driver can contact you.

5.4. What languages does the driver speak?

We try to select drivers who speak the client's language, but we do not guarantee that the driver will know your language. All drivers speak English. All information about the route will be with the driver, which will allow you to avoid communication and problems with the language barrier.

5.5. I cannot find my driver. What should I do?

In case you did not find your driver, carefully review the order information and try to find the driver again. Try to contact the driver at the specified contact phone number. If the driver does not get in touch within 30 minutes from the time of the expected meeting, order a taxi from the airport to the city, or from the city to the airport.

Write to us in technical support that you were not met. If the driver does not meet you, we will refund you the full prepayment.