What happens after I compare transfer options?
You see the vehicles available for your route. Each one shows how many passengers it takes, what is included and how you can pay, before you continue.
Help centre
Clear answers before and after your transfer
Use this guide for booking, pickup, payment and account questions. If your ride is today or you already have a booking reference, contact support with the trip details.
Booking basics
How route search, vehicle options and booking references work.
Pickup and flight
Finding your driver at the airport, flight delays and pickup time.
Payments
Available payment methods, payment status and in-vehicle cash policy.
Passengers and luggage
Capacity, bags, child seats and special notes.
Changes and cancellations
How to request changes and what support needs from you.
Your account
Sign in, password reset and email verification.
Transfer firms
How transfer firms can apply to work with ClickToGoo.
Booking basics
Start with route, passenger count and pickup time. ClickToGoo then compares available transfer options for that route.
Where do I find my booking reference?
Your booking reference (for example CTG-202609-7K3M) is shown as soon as you book and is in the subject line of your confirmation email. Keep it handy when you contact us.
What if my airport or hotel area is not listed?
Use the contact form to send your pickup point, destination, date and number of passengers. We will check whether we can add the route.
Pickup and flight
Clear route details and your flight number help your pickup go smoothly.
Should I add my flight number?
Yes. Your flight number helps us plan your pickup. If your flight changes, send your booking reference and the new flight details to support.
How will I find my driver?
Your voucher shows your driver's name and car plate once they are assigned. If you cannot find your car, press "I cannot find my driver" on your voucher or message us, and we will locate your driver.
What should I do for a same-day pickup issue?
Contact us with your booking reference, the passenger's phone number, route, flight number and pickup time. If WhatsApp is shown on our contact page, you can message us there.
Payments
Online card payment appears only when it is available for that booking. The booking flow shows the payment methods enabled for the booking.
Is online payment secure?
When card payment is offered, you pay on our payment provider's secure page. You enter your card details there, not on ClickToGoo, and we do not store them.
Why is my booking still pending payment?
A booking stays unpaid until you finish on the card payment page and the payment is confirmed. Use "Complete payment" on your booking, or contact support with your booking reference.
Can I pay cash in the vehicle?
Where cash is offered, you can choose to pay the driver in cash when you book. If cash is not shown for your booking, it is not available for that trip.
Passengers and luggage
Vehicles are offered by number of passengers. You add luggage, child seats and booster seats when you book.
Does child seat count affect vehicle capacity?
Count every child as a passenger when you search. You add child or booster seats when you book: each vehicle can carry only a limited number, and any fee is shown before you confirm.
What if I have oversized luggage?
Add the detail in the booking notes or contact support before pickup. Oversized luggage can change the suitable vehicle class.
Can I add a special passenger request?
Use booking notes for non-urgent details. For medical, mobility or same-day pickup needs, contact support with the booking reference.
Changes and cancellations
You can cancel online until the free-cancellation deadline. For any change, contact us with your booking reference.
Can I change route or pickup time after booking?
Send your booking reference and the change you need to support. Our team will check whether the change is possible and get back to you.
How do cancellations work?
Every offer shows how long you can cancel free of charge before you book, and your booking shows the exact deadline. Until then you can cancel it yourself — from My bookings, or from the booking page you open with your reference and email — even if a driver has already been assigned, and a card payment is refunded in full. After the deadline you can no longer cancel online; please contact support.
How are refunds paid out?
If you paid online by card and cancel before the free-cancellation deadline, the full amount goes back to your card automatically; it usually arrives within 5–10 business days, depending on your bank. If you chose to pay cash in the vehicle, nothing was charged, so there is nothing to refund — the booking is simply cancelled.
Your account
With an account you can see your transfers, finish a payment and keep your details up to date.
Do I need an account to book?
No. You can book as a guest. An account lets you see all your bookings in one place, finish a payment you started and keep your contact details up to date.
Why verify my email?
Confirming your email proves the address is yours. Until you do, we cannot show your bookings in your account or let you change your profile.
What if I forgot my password?
Use forgot password from the sign-in screen. For privacy, the response is always the same whether the email exists or not.
Transfer firms
Transfer firms apply online with their company details and documents.
How can a transfer firm apply?
Apply on our transfer firm application page: you enter your company details and upload your documents there, and our team reviews every application.
What does ClickToGoo review before onboarding?
Our team checks your documents, your vehicles and the routes you cover before your prices go live.
Do transfer firms get their own panel?
Yes. Transfer firms see incoming jobs in their own panel, accept them and assign a driver and vehicle.
Need help with your transfer?
Send the route, pickup date, the passenger's phone number and your booking reference if you have one, so we can help quickly.