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Legal & Booking Policies

Last updated: 12 October 2026

1. Transfer & Chauffeur Service Terms

Who we are

Istanbul Airport Pickups is operated by 3E SEYAHAT ORGANİZASYON TURİZM VE TAŞIMACILIK LİMİTED ŞİRKETİ, acting through the travel agency Shqiptar Travel, TÜRSAB licence number 12556.

We act as an intermediary travel agency, arranging and organising private transfers and chauffeur services provided by the assigned transport operator. We remain responsible for our own contractual and statutory obligations. This description of our role does not exclude liabilities imposed by applicable law.

Reservations and confirmation

A reservation becomes confirmed when we send the reservation confirmation. Please check the route, dates, pickup time, flight number, vehicle class, passenger count, luggage count and contact details in that confirmation, and notify us promptly of any error.

Pickup times and cancellation deadlines use the local time of the relevant pickup location. The flight-cancellation notification deadline uses the scheduled departure airport's local time, as shown on the flight itinerary. Estimated journey times are subject to traffic and road conditions.

Vehicles, passengers and luggage

Bookings are for a vehicle class unless a particular model is expressly confirmed in writing. The vehicle supplied may be the advertised model or a similar vehicle within the confirmed class. Any material change to the confirmed service will be communicated to the customer.

Published capacities are: Economy, Standard Class and First Class: up to 3 passengers and 3 suitcases; Van Standard: up to 7 passengers and 7 suitcases; Van First Class: up to 6 passengers and 6 suitcases; Minibus: up to 16 passengers and 16 suitcases. Actual suitability also depends on suitcase size and any child seats, wheelchairs or other equipment. Tell us about oversized items before confirmation.

If the declared luggage requires a larger vehicle, the applicable price difference will be communicated. If that difference is declined, the booked vehicle can carry only the passengers and luggage that fit safely and legally. Customers must arrange a separate vehicle for any remaining passengers or luggage. We will not exceed vehicle limits or require passengers to travel without their luggage against their wishes. Additional vehicles are subject to availability and a separate booking.

Pickup, waiting and flight delays

At Istanbul Airport (IST), the published meeting point is outside Exit 13 at the 3E sign. At Sabiha Gökçen Airport (SAW), it is inside the TÜRSAB meeting-point building opposite column 5. Follow any updated instructions included in your confirmation.

Airport transfers include 60 minutes of free waiting from the flight's actual landing time. We track the flight number provided and adjust the airport pickup for flight delays without a flight-delay surcharge. Hotel and other address pickups include 20 minutes of free waiting from the confirmed pickup time.

If you need longer, contact us by telephone or WhatsApp before the included period ends. An extension is subject to operational availability. For airport pickups, additional waiting is charged for each 15-minute period at the following rates: Economy €5; Standard Class €20; First Class €40; Van Standard €10; Van First Class €15; Minibus €15. How a partial period is charged, and any charge for extra waiting at a hotel or address pickup, is confirmed to you before you accept the extra waiting.

If you have not arrived and we cannot reach you by the end of the included waiting period, the booking may be treated as a no-show. Extra waiting charges apply only where additional waiting has been agreed; paying such charges does not create an unlimited waiting entitlement.

Prices and payment

The confirmed transfer price is per vehicle and includes applicable VAT, motorway and bridge tolls, airport parking and meet-and-greet service. Traffic and night pickups do not attract a surcharge. Agreed additional services are charged separately.

Baby and booster seats cost €10 per seat, per transfer. Request an appropriate seat and provide the child's age and relevant size information in advance. An additional stop on the booked route costs €20; substantial route changes require a revised quote.

Customers normally pay the driver in cash at the end of the ride in EUR, TRY or USD. Where payment is made in a currency different from the confirmed price, the exchange rate and amount payable must be agreed before payment. Any required advance payment is disclosed before confirmation. Approved corporate arrangements may provide for monthly invoicing.

Chauffeur services

The confirmed offer specifies the vehicle class, service dates, start and finish times, included hours, mileage allowance if any, operating area and additional-hour or mileage rates. Fuel, tolls and parking are included as stated in the offer. Any out-of-city travel, driver accommodation or meal expenses must be specified before confirmation. Additional hours require agreement at the confirmed hourly rate. These transfer waiting rates do not automatically apply to chauffeur services.

2. Cancellation, Changes & Refund Policy

Customer cancellation and no-shows

Cancellation received at least 24 hours before the confirmed pickup time is free of charge. For cancellation received less than 24 hours before pickup, or a no-show under the waiting rules above, our stated policy is a charge equal to 100% of the confirmed booking price, including any unpaid balance, subject to mandatory law and the statutory-rights provision below.

Changes

Date, time or address changes requested at least 24 hours before pickup do not attract a change fee. Within 24 hours, changes are possible without a change fee only if operational availability permits. Otherwise, a new reservation is required; the original booking remains subject to its cancellation conditions. A different route, vehicle class or service scope may change the service price even when no change fee applies. We will disclose the revised amount before the change is accepted.

Flight cancellations

Our stated flight-cancellation policy provides a full refund where notice of the airline's cancellation reaches us no later than the flight's scheduled departure time. Please identify the reservation and cancelled flight, and supply the airline's cancellation notice where available.

Under this stated policy, notification after the scheduled departure time does not qualify for the contractual flight-cancellation refund, including where the airline announces the cancellation after that time. Any mandatory refund, force-majeure, unfair-terms or other statutory rights remain unaffected. An ordinary flight delay is handled under the flight-tracking and waiting provisions, rather than this flight-cancellation provision.

If we cannot provide the service

We may offer a suitable alternative vehicle or service. If we cannot provide the confirmed service or an alternative accepted by the customer, we refund all amounts paid for the affected service. Mandatory rights relating to non-performance or defective performance are preserved.

Refund process

Eligible refunds are sent to the customer's verified bank account within 14 calendar days after the cancellation giving rise to the refund, or our notification that we cannot provide the service, as applicable. Please provide the required account details promptly. Where the payment provider or applicable law requires a refund to the original payment method, that method takes precedence. No contractual deduction applies to a refund described as a full refund.

Statutory rights

Nothing in these policies excludes or limits rights that cannot lawfully be excluded, including rights concerning unfair contractual terms, non-performance or defective performance. A contractual 100% cancellation charge or a notification deadline applies only to the extent permitted by applicable law. Acceptance of these terms does not constitute a waiver of statutory rights.

3. Pre-contract Information & Booking Summary

Before confirming a reservation, review the booking-specific summary, which identifies:

  • The organising agency and its contact details.
  • The route and full pickup/drop-off addresses.
  • The service date, local pickup time and flight details where applicable.
  • The vehicle class and declared passengers and luggage.
  • The total price, currency, included items and agreed extras.
  • Payment method, any advance payment and remaining balance.
  • The applicable free-waiting period, cancellation policy and agreed special requests.
  • For chauffeur services, the included hours, mileage if applicable and agreed excess-use rates.

The website's general price examples do not replace your booking-specific summary. Keep the confirmation sent by email or WhatsApp. Contact us promptly if any detail is incorrect.

4. Privacy Notice (KVKK)

Data controller and contact

The data controller is 3E SEYAHAT ORGANİZASYON TURİZM VE TAŞIMACILIK LİMİTED ŞİRKETİ, at the address and contact details in section 1.

Information and purposes

We collect the booking customer's name, email and telephone number; the passenger's details when someone else makes the booking; route, addresses, travel dates and flight information; passenger and luggage counts; requested extras and booking communications. Where needed, payment, invoice and refund-bank details are processed. Please avoid providing unnecessary sensitive information in free-text notes.

Booking and contact information is used to assess requests, establish and perform the reservation contract, organise transport and communicate service updates. Relevant processing is based on contractual necessity under KVKK Article 5(2)(c), where its conditions are met. Necessary invoicing, accounting and legally required records are processed to comply with legal obligations under Article 5(2)(ç), and applicable express legal requirements under Article 5(2)(a). Records required for claims or disputes may be processed under Article 5(2)(e). Optional processing requiring consent is handled separately; this notice itself does not request consent.

If a booking is made for another passenger, the information provided must be accurate and this notice should also be made available to that passenger. Accessibility requests that reveal health information require a separately assessed legal basis under KVKK Article 6; no blanket consent is inferred from a booking note.

Recipients

The information needed to perform the journey may be shared with the assigned driver and transport operator, including the passenger name, necessary contact details, flight, pickup/drop-off information and relevant service requests. Necessary records may also be disclosed to competent authorities where lawfully required and to service providers involved in hosting, communications, accounting or payment/refunds where used. You can ask us for information about these recipients using the contact details in section 1.

Retention

Our ordinary retention period for reservation records is one year. Records that must be retained longer for applicable legal obligations or an ongoing claim are retained for that necessary period.

Your rights

You may exercise the rights provided by KVKK Article 11, including requesting information about processing, correction, deletion where the legal conditions are met, information on recipients and other rights under that article. Submit a request to the company using the contact details above and applicable identification and application requirements. Marketing consent can be withdrawn through the supplied opt-out method; withdrawal does not retrospectively invalidate lawful processing.

5. Cookie Policy & Preferences

Necessary cookies and similar browser storage support website functions and remember your choices, such as your cookie choice, language and currency. They are kept in your own browser.

The only optional cookies on this website are Google Analytics analytics cookies, which help us see how the site is used and improve it. They stay inactive until you choose Accept in the cookie banner. If you choose Reject, or make no choice, Google Analytics is not loaded. We do not use advertising cookies on this website.

You can change your choice at any time through Cookie settings at the bottom of every page, or with the button below. Refusing optional cookies does not affect access to the booking service.

To display text, the website loads fonts from Google Fonts, which receives your IP address in order to deliver the font files.

Marketing communications

Promotional communications are handled separately from reservation confirmations and operational updates. Where required, marketing messages are sent only after a separate, optional consent and must provide an accessible opt-out. Agreeing to service terms or receiving this privacy notice does not itself authorise marketing.

6. Booking Guide

  1. Select a one-way or return journey, route, date, pickup time and passenger/luggage counts.
  2. Choose a suitable vehicle class and enter flight, hotel/address and customer/passenger contact details.
  3. Request child seats or disclose other relevant transport requirements.
  4. Review and correct the booking summary, price, currency, extras and policies before submitting.
  5. Receive our confirmation. The reservation becomes confirmed when we send that confirmation.
  6. Follow the meeting instructions. Driver details are normally sent the day before service.

An account is not required. Contact us by telephone, WhatsApp or email to request amendments or obtain another copy of your confirmation.