Operational Questions (15)
What are you doing about COVID-19 Safety?
Express Transfers are making all the necessary steps required by the Governments new Covid-19 Health regulations. The safety of all our passengers is paramount. Keeping in mind that over 90 % of our jobs are between Gold Coast and Brisbane meaning that passengers spending more than an hour in our cars, we decided to put in cough and sneeze screens to fully separate drivers from passengers. We also supply hand sanitisers and masks on request. On top of this measures we deep clean our vehicles on an every day bases.
How much luggage can you transfer with us?
We have car trailers available for larger items and for those passengers with a large amount of suitcases. As long as you inform us at the time of booking, we will arrive to pick you up with our box trailer. Trailer fee is $25 per transfer.
Are you operating Christmas Day?
Yes we operate Christmas day, on skeleton shifts, so we cannot say we can accept all bookings.
Please note all bookings for Christmas attract a $30 surcharge payable directly to the driver.
This Christmas surcharge is over and above any other standard quotes or charges and will not appear on any booking confirmation.
The Christmas Day surcharge is still required to be paid directly to the driver on the day of the transfer.
Can Express Transfers supply car child restraints?
Baby seats, Child seats and boosters are provided with all Express Transfer bookings for our customers free of charge.
Please indicate at the time of booking if you need a child restraint.
We will need to know the age of the child, for us to be able to fit the
correct child restraint before picking you up for your transfer.
What style of service do you offer, is it a private transfer service? Or do you collect other people on the way?
There are two styles of transfer services available in the market place, we offer only one; Private Transfers.
What is the difference between a “Shared Transfer” and a “Private Transfer”?
A shared transfer operates like a bus or shuttle service offering their services on a price per head or per seat; Shared transfers are generally scheduled, you the customer have to fit in your pick up time with their advertised schedule of pick ups for your area or at the airport.
Private transfers, operate more like a taxi or limo style, in that you make a booking or appointment to get picked up at point A and dropped off at point B at the time you want (unscheduled). You will be the only customer for that booking and there is no waiting around to collect other passengers on the way, a “one on one” private transfer service.
For a more detailed discussion on the advantages and disadvantages please view here.
What is the meeting procedure at Brisbane Airports with the restrictive parking policies?
We look forward to your assistance to meet up with you when land at the airport. Brisbane only!
Can you turn on your mobile phone when you land?
Expect a call from our driver to ensure you have landed prior to him proceeding to the car park
Please start collecting your luggage whilst the driver proceeds to the car park
When you have collected your luggage please –
For the domestic terminal;
Wait next to the carousel
For the international terminal;
All international airline arrivals; please meet our driver at left side of the “Coffee Club” Cafe
It is part of our service that our driver meets you inside the terminal and assists with luggage to the car.
If we are wanting to be picked up in New South Wales what time zone do you operate with?
To save any confusion between pick up times in New South Wales and drops offs in Queensland we operate on just one; Queensland time!
We service connections to and from two Queensland airports and their arrival and departures times are our priority.
Any confirmations that we send to customers are always referenced on the Queensland time zone.
How will your driver recognise us at the airport?
Our driver will be holding a welcome sign with your surname on it. As the driver in most cases hasn’t met you before, it would be helpful if you keep an eye out for their presence.
How do you manage a group with more than one flight arrival?
Our driver will only meet one flight at one terminal. (Airport parking tolls are a problem!)
Our quoted rates are for immediate pickup and transit of our customers to their destination. (Express Transfers)
If a passenger/s in your group have split arrival times;
Nominate the last flight due to land as the reference flight for the driver, with the passenger on that flight as the primary person for the booking.
Add the preceding flight information and passenger details in the additional information box of the booking form simply for the driver’s information in case the flights are delayed. If all of the group are arriving at the same terminal, then passengers arriving first need to walk to the luggage carousel of the next arriving flight.
If you have a group arriving at different terminals then the passengers arriving first need to make their way via free airport shuttle bus to the terminal where the second later flight is arriving.
Our drivers are not compensated for extra airport parking tolls and waiting times involved in picking up from one flight and then going to another terminal parking and waiting for secondary flights.
Please feel free to get a quote from us for a stop-over in the journey if this is a requirement.
We are happy to assist where we can, waiting rates are $50 per hour or part thereof plus any additional parking fees imposed by the airport.
Waiting rates commence from the second stopping point and cease once the journey starts again.
Please note that for an international flight arrival time you should add 30-60 minutes for passenger processing by customs and immigration.
What sort of vehicle will we be transferred in?
Depending on how many passengers you have for your booking,
we may arrive with any one of the following vehicles:
A brand new Ssang Yong Stavic People Mover with 6 passenger seats
A Hyundai Imax 1-7 passenger seat, People mover.
A brand new, Toyota HiAce 1-11 passenger seat, Mini Bus
A Toyota Hi Ace 1-13 passenger seat, Mini Bus
A brand new, Opel Zafira 1-4 passenger seat, limousine quality.
A Kia Sorrento 1-4 passenger seat, SUV
A Volkswagen Multivan 1-7 passenger seat, People Mover.
Brisbane International Arrivals Meeting Point/Time?
We meet you at the “Meeting Point” lounge area on arrival, turn left at the Coffee Club as you exit Customs. We plan on meeting in this area within 30-45 minutes of your plane landing at the airport.
How do I check you are available?
Please make a “booking request” online. We have a booking request review process to make sure we are available and booking times are allocated correctly. Don’t be concerned, your payment if processed, will be refunded if we are unavailable. We have an availability record of 99% for booking requests made in advance. If we have any issues with a booking request then we will communicate with you or offer the services of some of our accredited Transfer partners.
Do you do Brisbane Airport to Brisbane CBD?
We do Transfers from most locations connecting with the Gold Coast Airport and Brisbane Airports and most Brisbane suburbs and Brisbane CBD linking to the Gold Coast or Brisbane Airport. Please check our quotation tool, if the suburb is not listed chances are we don’t service that area, but feel free to email us to see if we can assist.
Can you do multiple corporate transfers?
Yes, we can do corporate transfers, even if it involves multiple transfers. Please send us an email to enquire, we suggest a spreadsheet of arrivals and departures be supplied or we can compile them if you send us the raw information.
Can you do group bookings?
Yes we can do group bookings, just drop us an email, with the number of people and all relevant transfer details.
Making Bookings - Payment Methods (12)
How do I make a booking with Express Transfers?
The fastest and most efficient way to book is to complete the online booking at: https://www.expresstransfers.net.au/booking
Just follow Steps 1, 2, 3, it’s easy.For telephone bookings call (Bris) 07 31 571 181 or (GC) 07 56 066 527.
Credit Card Payments. Is there a merchant surcharge?
What is it?
The base percentage fee charged by the Bank for providing merchant services.
How is it calculated?
As a percentage of each credit card sale.
Merchant fees may vary significantly depending
on transaction volume, average ticket size, card types and other factors.
When is it charged?
Whenever you process a credit card transaction.
We pass on the merchant fees that banks charge us for processing the credit cards.
We pass on charges; For Amex 3.88%, Visa/Mastercard 2.5%. (Payment via drivers on board Credit Card Facilities can be higher.)
If you wish to pay the driver with cash that’s fine just select the PAY LATER option. (This option is only available to users making bookings whilst within Aus & NZ)
If you wish to pay by Electronic Funds Transfer to our Bank Account from your Bank Account, that’s fine also just select the PAY LATER option too.
(This option must be done 7 days prior to the transfer date, so that we can process the received funds through our administration processes.)
Can you accept Cabcharge?
We accept these forms of payment using the Cabcharge payment system.
If you would like to make a booking with us, just select the “Pay Later” option for payment.
Please add in the additional information box, when you are booking online, that your payment will be with Cabcharge.
Provide the driver with payment on the day of your transfer with Cabcharge.
How does your transfer pricing work?
In response to a recent inquiry.
We can best explain it in this way.
The prices are based on a price per transfer not per person.
We are not a bus service, we do not have a price per seat. We are more like a taxi/limo style service.
If you hire a cab to go from A to B, the price is $x.00 that is the total cost for the whole number occupants of the cab.
Group booking examples;
A. If 1-3 occupants book a car for a transfer from Brisbane Airport to the Gold Coast then the total cost is say, $169.
B. For a group transfer for up to 7 occupants in the same car, then the difference is only an extra $20 so $189 total.
Group price differences.
Example A; One Transfer Booking = One car. If one occupant books and travels the price is $169. If three people travel the cost is still $169. 1-3 occupants, same total cost, like a cab.
Example B; If a group of individuals need a single transfer together, then they pay for the transfer at a slightly higher price to compensate for the “extra large vehicle” running costs.
(If the group of 7 wanted to be picked up at different time intervals from the one location, then separate cars would need to be booked, for each of the different pickup times. Unless they are to be picked up in the course of one journey but at different locations along that same route without any delays in time.)
It is obviously cheaper to travel together in the one vehicle at the same time. The total cost is borne by the occupants of the car on a per transfer basis.
How much is your after-hours surcharge for picks ups after 10pm and before 5am?
$25 after-hours surcharge applies for pick ups that are booked between the hours of 10:01pm and 4:59am.
I am overseas and I want to make a short notice booking, what is a pass code?
If you are in the process of making an online booking.
If the current time is within 24 hrs of the pickup time requested.
You will be prompted to call us to check on availability.
Just like booking a plane ticket, availability is tighter the closer you get to the departure date.
You can call or sms (AUS) 0409084150. (INT) +61409084150 to check availability.
Once we check that we are free, we can offer you a pass code which will unlock the date so you can continue making your booking online.
When you receive your pass code, click the blue I have a pass code link. Insert the pass code in lower case, no capitals and continue with your booking.
Can we add additional pickup locations to our transfer?
Sure, the occasion may arise where your family group or work buddy needs to be picked up on the way to your destination or drop off.
We don’t charge if the additional pickup or drop off is in the same suburb as the main location.
Pickups outside the desired drop-off or pickup suburb, please add $20 per each additional drop or pickup point.
All additional pickups or drop off requests are subject to admin approval.
All additional pickups or drop offs must be en-route to the desired end location.
Deviations from the most direct route will require a special quotation.
What forms of payment do Express Transfers offer?
To get to the payment part;
Firstly make a Quote. Available in the Quote panel on our home page.
Complete the selection of “TO” and “FROM”, number of passengers, return Yes or No?
Get your quote then select “BOOK NOW”.
Complete your transfer details.
Complete your personal details.
You will then be presented with a page displaying all the details of the transfer.
You then have two options: “Pay Now” (via online credit card) or “Pay Later.”
The “Pay Now” option. (This is the only option for you, if you are located overseas and want to make a booking online – except N.Z)
We accept; American Express, MasterCard & Visa credit cards.
We will email you a credit card transaction receipt.
The “Pay Later” option. (Additional payment option available for bookings made within Australia & New Zealand)
If you elect to “pay later” to complete your booking. (You will receive an email with some additional options);
- You can make an EFT via electronic online banking directly from your online banking facility into our bank account. This option can only be used if the EFT is effected seven days prior to the transfer date. OR
- You can pay the driver, by cash or Cabcharge. Please note we do not accept in-car EFTPOS payments. Some drivers are equipped with credit card facilities but not all, be prepared to pay with cash in all in-car payment situations.
Are the payments made online, for my Express Airport Transfer secure?
If you submit payment online, we use a third-party payment gateway called Eway. It is a well regarded, secure facility that is used by companies like OPTUS and QANTAS (http://www.eway.com.au/about-eway-payment-service-provider/success-stories/satisfied-eway-customers.aspx), they connect our website with our bank – The Commonwealth Bank of Australia. The process is safe using SSL technology.
How far in advance do I need to make a booking request?
All bookings are accepted well in advance of the transfer date.
All bookings are subject to vehicle availability, so the sooner you book and secure a vehicle for your time slot the better.
Your online booking request may require 24-48 hrs advance notice of the current time.
If you wish to make a booking within this time frame please phone us on 1300 76 1234.
We will endeavour to assist if we possibly can subject to availability.
When I make a booking and payment request, is the booking then confirmed?
When we receive your booking request. Staff will firstly check the availability for the requested times and dates in our system. Once all the details are verified we will make sure confirmation is sent to you.
Please allow some time for processing your request. If for some reason we cannot accommodate your request we may offer an alternate solution via direct telephone contact or via email . In the unlikely event that we are unable to satisfy your request we will not confirm and if payment has been made we will submit an immediate refund.
When making an online booking request what pick up time should I enter?
Outbound Airport Connections: Allow time for your Airline check-in closure periods plus transfer time to adequately meet your departure time.
For your approximate transfer travel times refer to Google Maps, for check-in closure periods refer to your airline website.
Inbound Airport Connections:
Use your Airline scheduled arrival time.