Frequently Asked Questions
Bookings, Changes, and Cancellation
How to book an airport transfer?
The first step of booking a new order is to choose your city, where do you want to be met (Kiev city is set up by default). Next, you should choose pick up and drop off places, meeting date and time. All these info you need to fill in the order form on the main page or city page. After this, our system will transfer you to the car choosing page. Here you will find all available vehicles in the chosen city. Choose a car that fits your travel needs perfectly. The next step is the order details page. Here you left your order details, such as your destination address, name, contact phone number, email and flight number (for airport pickups). Also, you have several additional options: return transfer, local sim-card, English speaking driver, child seat and extra stops. For some extras, you should pay additionally.
The last step of the booking process is the payment method page. Here you see your order summary and two possible payment options: full payment online and prepayment option. Choose one of them and proceed to the payment page. To secure our clients from fraudulent operations, Okefy uses a third party processing service with an encrypted connection. We don`t collect, store or use bank card data (e.g. card number, expiration date, and CVV) of our clients.
How do I add extra stops to my one-way/transfer booking?
You will see the “Additional options” block on the “Order details” page, just after car choosing. Among the available options, there will be “Additional stop” option. You just need to select the necessary amount of the extra stops you need. Our system will recalculate the final price of the trip automatically.
What other additional options do you have?
During the booking process, you will see several additional options we provide to our clients. You can choose “Local Sim-card” and “Additional stop” (several sim-cards and extra stops are available); “Child seat or booster” (please clarify the exact type and needed number of seats) and “English-speaking driver”.
How do I make changes to my order?
You can make necessary changes to your order via live chat on our website or e-mail email@example.com. Please provide us with your order number and what details do you want to change. Please note, according to our “Change and Cancel” policy, you cannot change your details less than 3 hours before the pickup time. We can also reject some changes in your order if they will be made close to the pickup time (e.g. change vehicle type).
Booking a reverse/return transfer
You are able to book a return transfer during the booking of your first trip. This option is available only if the pickup place of the first trip is an airport. In this case, the “Add return transfer” option will be available on the “Order details” page. You just need to mention the return transfer date and time.
What is the minimum time for a booking?
We recommend you to book a car not less than 6 hours before the pickup. If you need an urgent transfer, please book the desired vehicle and we will try to find a free one for you. Please notice, that urgent transfer may worth more. If we will not find a free car for urgent transfer, we inform you immediately and provide you with a full refund.
What if my flight or train is delayed?
Okefy provides its clients with a complimentary wait time of 60 minutes for airport and train station meetings. During the booking process, please provide us with your flight number, and your driver will track your flight arrival time. There also may be unexpected issues beyond your control (e.g. hold up at customs) that can cause your delay. If such a situation happens, please inform us immediately to work out an alternative solution.
What if I chose wrong pickup or drop-off location?
In case you mentioned wrong pickup or drop-off location, contact us immediately via live chat or at firstname.lastname@example.org email. Provide us with your order number and details that should be changed.
Cancellation policy and conditions
If there are more than three hours left before the meeting time, you can cancel your trip free of charge (with full refund). If there is three hours or less before the agreed pick up time, the 50% (for both full and partial payments) of the transfer price must be paid as penalties. If full or partial refund takes place, the appropriate amount of money will be returned to you during 20 bank days. You can cancel your order via live chat or email. In this case, please tell us your order number to make it easier to find it.
Can I book a ride for someone else?
Yes, you can. During the booking process, please provide the name, email address, and mobile number of the person you are booking for. We will send a confirmation letter to the email, you mentioned in order details. If you want to make it a surprise booking and decide to not add the contact details of the passenger, please make sure the person is at the right place at the right time, as without their contact information we can’t reach them if there’s a missed connection.
Do you offer child seats?
Yes, we have child seats in our cars. To book a child seat, please choose it as an additional option on the “Order details” page. You can clarify what type of child seat do you need by writing it in the “Notes for a driver” section.
Are the prices shown per person or per vehicle?
All the prices on our website are shown per vehicle. You can share the ride with your friends or family members.
What are the vehicle types? How many passengers and baggage can they carry?
To find out the number of passengers and bags our vehicles can carry you can on our “Main” page or on any city page (e.g. Kiev, Lviv, etc). If you have any specific requirements, feel free to contact us via the live chat or email and we will work on a solution for you.
What time of meeting choose?
If you need to get an airport, we strongly recommend to set up a meeting 2-3 hours before your flight. For airport pickups, we recommend to set up a meeting 30 minutes after flight arrival time for international flights and 10 minutes for domestic.
What to do if you haven`t met the driver?
Don`t worry! Perhaps you and your driver just do not see each other. In this case, please call us or write us an email or message in a live chat on our website and we will solve this problem.
Do I have to pay for the time that the driver waits?
You have a complimentary wait time of 60 minutes for airport and train stations meetings, and 15 minutes for standard pickup (i.e. from a hotel or home address). This time is already included in the order price. If a driver is waiting extra time you will be charged 5 EUR more for every 10 minutes. If there is a very long delay and the driver is not able to wait, we will contact you to work out an alternative solution.
What personal information do you collect and safe?
We store only the data you mention on the “Order details” page during the booking process. We store it on our protected server and do not give it to the third parties, nor to our partners. In addition, we do not collect your bank card information that you provide on the payment stage of your booking. The information like bankcard number, expiration date, and CVV you provide on the processing center side is protected by SSL encryption and PCI-DSS protocol.
When will I get my driver`s contact details?
Usually, we do not send the driver`s contact details to our clients. Your driver has all necessary information about your order (including contact phone number). In an extraordinary case, he or company representative will call you.
How will I recognize my driver at the airport?
Your driver will be waiting for you at the meeting area (near arrival gates or after baggage claim) holding a personalized pickup sign. If such a meeting is not possible for some reasons, the meeting point can be found in the email from our company.
If I want to book a Van but there will be more than six passengers?
For big groups more than six passengers, we strongly recommend to book a bigger vehicle (e.g. Mercedes Sprinter), or more than one VAN or Luxury VAN. However, some of our partners may operate vehicles that can accommodate six, seven, or even eight passengers. If you want to book one car for a big group, please book a bigger vehicle or contact us via live chat or email and specify the number of passengers and bags. We will try to find the most appropriate car for your travel needs.
Please note that this does not guarantee that your request will be fulfilled, as it depends on the availability of larger vehicles. In any case, you will be contacted by our client support manager and advised how best to proceed.
How can I make a complaint?
If, for some reason, we didn’t meet your expectations, please write us an email with the details of your trip and we will get back to you as soon as possible.
Where can I leave a feedback or read testimonials of other clients?
Our clients and we are happy to have a feedback from you. For this reason, we created the “Reviews” page where you can leave your feedback or read what other clients say about our company. You can get this page from the header menu, main page, and the city pages. You can read and leave reviews at our website, TripAdvisor and Trustpilot services.
What should I do if I was charged an incorrect amount?
In this case, please contact our support team via live chat or email and tell your order number. We will do our best to propose you possible ways of solving this problem.
When is my ride charged to my credit card?
During the booking process, you have 2 options to pay your ride: full and partial payments. In both ways, you will be charged at the moment of booking. In case of partial payment, we charge your card only for some part of the total order price. The rest amount of money you should pay to your driver at the end of your trip. If you make a free cancellation, we will refund all the money you paid.
What factors influence the price?
The price of a ride is determined by the city, car class chosen and how far your location from the city center (in case of airport ride, all rates are set up for trips from/to the city center). Additional factors that influence the price are the pickup time and choice of additional options (local sim-card, extra stops, English-speaking driver and child seat). All additional factors are listed alongside the price.
Which currency is used for payment and invoicing?
All rates for Okefy services are presented in EUR. Therefore, all payments and invoices are provided in euros.
When will I receive my invoice?
We do not send invoices to our clients. However, you can always ask for it and we will send it to your email.
Can I book a ride that takes place after my credit card expiration date?
It is only possible to place a booking up until the month prior to the month the credit card expires. For example, if the credit card expires in April, you can only book a ride that takes place before 31 March. If it is no longer possible to make a booking with the credit card you will receive a message saying: “The provided credit card is expired or about to expire.
Where can I see prices for transfers?
You can find all vehicle types with full description and its prices during the booking process on the “Car selection” page. In addition, we placed price examples on the main page and city pages.
Which payment options are available? Can I pay with cash?
We offer our clients 2 payment methods: full and partial payment. With full payment, you pay 100% of the order price online. If you want to make a small prepayment, choose online prepayment. In this case, you will pay small prepayment online plus the rest amount of money to our driver by cash. We accept Visa, Visa Electron, MasterCard, Maestro cards and PayPal. We require a valid credit card to place a booking. Credit card information of our clients is stored securely with the Payment Service Provider according to PCI-DSS compliance. We receive a reference to the credit card and have no access to detailed information such as the full credit card number or CVC/CVV. Our rates already include taxes, tolls, and fees. Driver gratuities are optional. For corporate customers, please contact email@example.com for additional payment methods.
Are driver tips included in the final price?
Driver gratuities are optional. If you think your driver provided you a good service and everything was perfect, you are free to give him tips.
What is included in the service cost?
The basic transfer price includes Meet & Greet service (for airport pickups), riding to your destination with a professional driver, taxes, fees, and tolls. Tips to a driver are optional.
You can also add to your order additional options, such as local sim-card, extra stops, English-speaking driver and child seat. Every of these options has its own price and is available during the booking process.