Frequently asked questions

Frequently Asked Questions / FAQs

1. What is

It’s the commercial name of TWH QUALITY SERVICES SL, a passenger transport service that operates online and is specialized in all types of transfers throughout Spain.

2. How much does a transfer cost?

You can consult our prices online at any time. By filling out a simple form that you can find on our Home page, you can quickly see the price of your transfer. The fee that our website provides is all inclusive, with no surprise last minute charges except for changes that you request.

3. How can I make a reservation?

To make your reservation you just have to follow 3 simple steps: complete the online form, read the General Terms and Conditions for a Transport Contract and complete payment for your reservation. Once payment has been accepted, we will send you a confirmation email with the information about your reservation.

4. How can I pay?

We accept the following forms of payment:

  • - Cash
  • - Credit Card (VISA/Master Card)
  • - Bank transfer
  • - Opening a business credit account.

Once you choose your method of payment, you will receive an email with instructions. Once we have received your payment, your reservation will be confirmed.

5. How can I contact the driver?

In the arrivals terminal of the airport/train station you will find a driver from TWH QUALITY SERVICES SL with a poster with your name. If you have any difficulty finding the driver, call our 24 hour Customer Service number that we provide you with in your reservation confirmation. Our agents will be happy to help you.

6. How long will the driver wait for us?

The driver waits 45 minutes from the arrival of the flight. After this time, if there is no news from the passengers, the driver will leave the airport. If you are delayed more than 30 minutes due to Customs or luggage problems, please contact our office by calling our 24 hour Customer Service number that we provide you with in your reservation confirmation so that our driver waits for you.

7. What happens if my flight is delayed?

If your flight is delayed, don’t worry. Our staff monitors the flights. If your flight is delayed more than 1 hour, please call the 24 hour Customer Service number provided in your confirmation email. If your flight is delayed 2 or more hours, please contact our office to try to reschedule your transfer, based on availability.

8. What happens if my flight is cancelled?

If your flight is cancelled, please call our 24 hour Customer Service number as soon as possible in order to reschedule your transfer, and don’t forget to claim compensation from the airline for the transfer fee that you have paid. For this reason, we provide an invoice for all reservations. When you have a new arrival date and time, let us know and we’ll schedule a new transfer.

9. I’d like to know what kind of vehicles we’ll travel in.

When you book our Standard service, we cannot guarantee the exact type of vehicle you will travel in. We send the best vehicle available. There is a possibility that you will receive a better service than the one you booked if Standard service cars are not available. When you book Premium or Minivan service, we will always send the requested vehicle or better. When the number of passengers is 5 or more, we will use a minivan, microbus or coach for groups. In any case, we guarantee middle or high class vehicles that are safe, comfortable and reliable with highly qualified and professional drivers.

10. Is the transfer direct?

Yes. We offer door to door service. We will take you directly to your destination. At times and due to accessibility problems, it is not possible to take you to the door. In these cases, we will leave you as close as possible.

11. Do babies and children count?

Yes. When making your reservation, you should take into account the total number of passengers, including babies and children. Remember that the use of car seats for babies is free and we offer them for a wide range of destinations. Remember to request the type and number of car seats that you need when making your reservation, up to 2 at no extra cost. In the case of maxi-cosi, we recommend that you travel with it because it is not available for all destinations and does come with an additional charge. This option is not available for transfers by microbus or coach.

12. How much luggage can we take?

Normally each passenger can transport one standard size and one carry on sized suitcase. Please consult our General Terms and Conditions for a Transport Contract. If you have an excess of luggage (large suitcases, golf bags, scuba diving equipment, bicycles, etc.), you must include this information in your reservation. Let us know by checking the appropriate box. If there is no appropriate box, let us know in the “Observations and Comments) section of the reservation form. Read the “Luggage” section of our General Terms and Conditions for a Transport Contract carefully. If you need a second vehicle to transport your luggage, this additional vehicle will be paid for by the passengers directly.

13. Can I make a reservation if I don’t know the exact address of my destination?

Yes, no problem. Select the destination city and in the destination address box, write “to be confirmed.” Once you know the exact address, send us an email at with this information 24 hours before your reservation. Remember to include the service number that we assigned to you in your confirmation email.

14. What happens if I travel with a wheelchair?

Most destinations offer the possibility to book a handicap accessible vehicle, if available, but we can always transport a foldable chair in the boot of a car or minivan. Keep in mind that in these situations there is less room for luggage. You should let us know in the “Comments/Requests” box of the reservation form. If you travel and need a handicap accessible vehicle, send us an email at and we’ll let you know about availability. If you are travelling with a foldable chair, 3 people with luggage should book our minivan service.

15. Do I have to share a car?

No, our transfers are completely private. Remember that you must indicate the total number of passengers when making your reservation.

16. What happens if I cancel my trip?

TWH QUALITY SERVICES SL recommends that you read our General Terms and Conditions for a Transport Contract carefully before booking. There, you will find when you can cancel for a full refund.

17. What documents should I present to the driver?

You must give the driver the confirmation number you received by email.

18. What times should I include in my reservation?

For trips starting at an airport or train station, you should indicate the time that appears on your train or plane ticket because it is local time.

For trips whose destination is an airport or train station, you should indicate the time you want to be collected by the driver.

19. Do your drivers speak English?

Some of our drivers speak English, but if this isn’t the case, we are happy to help you if you call the 24 hour Customer Service number included in your confirmation email.

20. Can I smoke, drink or eat during the transfer?

No, under no circumstances.

21. I can’t find my destination in the reservation form.

In this case, contact us by email at and we will be happy to help you and provide the destination.

22. Can I change my reservation?

Yes, of course. When we confirm your reservation we assign you a service number that you can find the email you receive. Request changes by emailing us at, including the service number. Once we have made the changes, you will receive a new confirmation email. Remember that we can only make changes up to 24 hours before your transfer. If any circumstances that require changes arise less than 48 hours before your transfer, please contact us using our 24 hour Customer Service number included in your confirmation email.