Faq

Before you book

What information do I need in order to book?

In order to book a transfer, you must provide the following information:

Booking holder’s names: The person whos details will be linked to the booking

Arriving information: Date of arrival; Inbound flight number and flying company; Drop-off location – place of accommodation

Departure information: Date of departure; Outbound flight number and flying company; Pick-up location – place of accommodation

 

I cannot find a route I want to book. What to do?

Contact us! Fill our Tailormade Form and asks us for any transfers and routes in the country and we will reach out for you as soon as possible!

How do I make a booking on your website?

Making a booking on our site is an easy process – all you need to do is to fill the search criteria on the search bar and after the search results are displayed, do the following steps:

1. From the results page select your transfer type – shared or private by pressing the “Select” button next to it.
2. Once you have selected your preferred transfer type, hit the “Make booking” button below the transfer options.
3. You will be redirected to the booking page that offers extra items – baby seat, child seat and etc. If you need an extra item, select it from the menu. If not, continue to the cart and check-out.
4. Before you can complete the payment, you must fill the billing details. Please don’t forget to provide us with your inbound and outbound (if applicable) details and accommodation place, which will be used as a drop-off and pick-up point!
5. Select the preferred payment method, check out the “I have read and agree to the web site Terms and Conditions” checkbox.
6. Hit the “Place Order” button and if everything is good, you will receive an e-mail with your order details.

If you can’t find the desirable route or type of vehicle/service, contact us by filling our Tailormade Form and we will get back to you as soon as possible.

How do I pay for my transfer?

You can pay for your transfer only with Debit or Credit card by booking the transfer from our site. You can also book additional services not listed in our site by filling our Tailormade Form. We don’t accept checks, bank transfers or cash payments.

Can I book a transfer with more than one stop?

Yes. For transfers outside of the regular options, please fill our Tailormade Form and we will reach out with an offer as soon as possible.

Before you travel

How long will the transfer take?

The journey times stated on our website and booking vouchers are estimated and are applicable for a journey on a normal day. It is possible that these times may vary according to time of day, roadworks, local road closures or diversions, volumes of traffic, local festivities etc. Shuttle journeys, which involve multiple pickups and drop offs, may take longer than stated.

My group size has changed, can I choose another vehicle?

Yes, you can chose another vehicle. What you have to do either:

If there are more than 72h before the pick up time, please fill the Tailormade Form or e-mail us at office@atttravel-bulgaria.com. The change of the booking (if any) will be provided to you by an e-mail or a phone call. If by any means you fail to receive a confirmation, please call us on our support phone: +359 885 73 35 00 !

If there are less than 72 hours before your pick-up time, please call our support phone: +359 885 73 35 00!

General FAQs

What does the price include?

Once your booking is confirmed the price paid will include either a one-way transfer or return transfer depending on what you have booked. A return ticket included both the arrival and departure journeys for the route booked, whereas private vehicles such as taxis and minibuses are priced per vehicle.

The price paid is all inclusive and includes all gratuities and tolls.

Child seats (where available), excess luggage, sport equipment etc. may incur additional costs.

What happens when I make a Booking?

ATT Travel is an online booking agent so that means once you have completed your booking the contract is then between yourself and the ATT Travel. The ATT Travel then verifies the details on the booking and if all the details and information is accurate the transfer will be provided in compliance with our Terms and Conditions. It is therefore imperative that you provide the correct information when booking.

What is the Booking Voucher?

Our booking voucher is produced and Emailed to you once you have made your booking. You are responsible to have the booking voucher on your person on the day of travel either printed or on your mobile device.

The booking voucher includes the lead name of the passenger, and the route from start point to end point. Instructions for arrival and departure are also included as well as the ATT Travel contact details

Will my driver drop me and pick me up at my accommodation?

Private transfers: ATT Travel will do wherever possible to operate a door to door service. There may be occasions where this is not possible due to local restrictions.
Where these restrictions apply, drivers will drop and collect you from the nearest accessible point. Please bear in mind, however, that the ATT Travel will not be responsible for transporting luggage.

How do I find my transport?

Instructions for finding your transport vary. Clear instructions are printed on the booking voucher, which is generated electronically at time of booking. Please ensure you travel with the booking voucher, as this will be fundamental to you meeting the ATT Travel representative or driver. ATT Travel cannot be held responsible for any failed transfers resulting from not having the booking voucher with you.

If, for any reason, you are unable to locate the ATT Travel representative or driver, please call the ATT Travel telephone number listed on your booking voucher. We will do our very best to assist you.
Please note: No refunds will be given in any instance where you cannot demonstrate efforts were made to call the supplier.

What happens on departure?

If you have booked a private transfer, please follow the instructions on the voucher to obtain your pick-up time and location. It is vital that you call the ATT Travel within office hours at least 48 hours prior to departure, in order to be given an accurate pick up time.
Please note: You need to be at your pick-up location 15 minutes in advance of your pick-up time. The driver will wait no longer than 15 minutes and if not contacted notifying that you are running late, they will leave.

What happens if my journey details change prior to travel date?

It is possible to log in and amend or cancel your booking. Cancellations can be made right up until the day of the transfer. However, any amendments need to be made 3 days or more prior to travel. If your journey details change within 3 days of your travel date please contact us by telephone on +355 885 733 500
If you are traveling outside of 3 days, then please email us at office@atttravel-bulgariag.com

What happens if my outward flight is delayed or cancelled?

All flights are monitored. You do not need to contact the ATT Travel if your flight is delayed as we will automatically amend your pick-up time accordingly.
If your outward flight is cancelled, please call the ATT Travel on the telephone number shown on the booking voucher. The ATT Travel will do their best to accommodate.
If you are travelling on a connecting flight, and the first sector is delayed or cancelled, subsequently causing a delay to your arrival in your destination where the transfer is booked, then you will, in all cases, need to advise ATT Travel of your new details. This is to ensure that the ATT Travel is informed and able to reschedule your transport.
Please note: In some cases, you may need to make a new booking and submit a complaint to your airline company / and or travel insurance company.

What happens if my flight is diverted?

Your airline is responsible for ensuring your arrival at the original airport booked. ATT travel is under no obligation to change the pick-up point to anything other than the airport booked.

How much luggage can I take?

The allowance per person is one standard size suitcase (approximately 70cm high, 47cm wide and 21cm deep), as well as one small piece of hand luggage (such as rucksack, handbag or tote bag not a small carry on suitcase). Please note that your hand luggage will be transported in the vehicle with you, and so it should be an appropriate size for this as suggested above.
If you are travelling with excess luggage, such as large suitcases, additional suitcases outside of the luggage allowance, golf clubs, wheelchairs, skis, pushchairs, etc., it is imperative at the time of booking to make us aware either by telephone if you are traveling within 3 days or Email us at office@atttravel-bulgariag.com if you are traveling outside of 3 days.
Please note: Failure to tell us may result in extra transport being required to accommodate the excess luggage, which will incur additional local charges.

What is the length of my journey?

The journey times stated on our website and booking vouchers are estimated and are applicable for a journey on a normal day. It is possible that these times may vary according to time of day, roadworks, local road closures or diversions, volumes of traffic, local festivities etc. Shuttle journeys, which involve multiple pickups and drop offs, may take longer than stated.

Am I able to book a transfer with multiple drop offs?

Yes, you can but it needs to be booked with our Tailor-Made Department. If you are travelling outside 72 hours.

What if I am booking with infants and children?

As indicated on the booking form when you are making your booking you will be asked to select the number of passengers. This includes adults above 12 years old, Children between 3 – 11 years old and infants 0-2 years old.
Both local and national laws regarding the use of child seats for infants and children vary from country to country. However, ATT Travel will comply with the latest legislation. If you are booking a private transfer, we do recommend the use of booster or child seats for those under the age of 12, or up to 135cm, for safety purposes.

What about Insurance?

ATT Travel hold full public liability insurance. We do, however, recommend that you hold a valid insurance policy for the duration of your trip.

Am I able to take any animals on a transfer?

Generally, we do not allow animals on our transfers.

Do you offer transfers for passengers with collapsible wheelchairs or who are confined to a wheelchair?

Yes, please telephone us or send an email to office@atttravel-bulgariag.com advising us if the wheelchair is manual or battery operated. If the wheelchair is manual we will need to know the dimensions of the chair and we will then send these onto the local supplier. We will also need to know if you are able to get in and out of the vehicle unaided and this is for both private and shared shuttle transfers.

What is your complaint policy?

Our Terms and Conditions which are available to view on the website, outline our complaints procedure. Any complaint must be registered in writing and be received by ATT Travel within 28 days of your return journey. Please Email us on customerservices@atttravel-bulgaria.com. Complaints received after this time period make it more difficult for us to retrieve evidence could affect the outcome of your complaint.
Complaints arising from failure to follow our Terms and Conditions, such as not traveling with your booking voucher, failing to confirm transfer by phone and providing incorrect information, will not be considered.

What is the policy on inappropriate/drunken behavior and abusive language?

ATT Travel reserves the right to refuse carriage to any person who is thought to be under the influence of alcohol or drugs. Furthermore, anyone whose behavior and/or language is found to be abusive and could cause a threat or offence to the driver and any other passenger, or damage to the vehicle. No refund will be given for services not carried out because of the above reasons. For any damage that is caused to vehicles, the individual responsible will be held liable for any charges incurred by us.

What if I damage or lose my luggage?

ATT Travel does not accept responsibility for the damage, loss or theft of any luggage or personal items in transit.

How do I cancel my booking?

You may cancel your booking at any time in writing by emailing office@atttravel-bulgariag.com. Cancellation charges may apply. Supplier cancellation policy can be found in the ‘Terms and Conditions’ section of our website.
If cancelled within 48 hours your booking will incur a 100% cancellation charge.

Any amendments need to be made three days or more prior to travel.

When you arrive at the airport

Where will I meet the driver when I arrive?

Your driver will wait for you either at the desks, near them or outside the Arriva’s terminal, depending on the applied safety measures due to the Covid-19 pandemic. The driver will hold a plate with the booking holder’s name on it.

What happens if I can’t locate my driver?

In a very rare occasions, on a busy airports, you may not be able to locate your driver at first. Your driver will be holding a plate with the name of the booking’s holder and will usually wait by the desks. However, due the Covid-19 restrictions and safety measures, drivers may be located just outside of the Arrival’s terminal. If you can’t find your driver, please call our support on: +359 885 73 35 00 or Emergency Number: +359 882 24 02 33 !

What happens on arrival?

Wait times at Airports:
Private transfer – Your driver will wait up to 1 hour from the point at which flight lands.