Communication policy

Official channels, recommendations and response guidelines for bookings and incidents.

1. Purpose

This policy explains our official communication channels and recommendations to handle bookings, changes and incidents quickly and safely.

2. Official channels

3. What to include for faster assistance

When contacting us, please include (when possible):

  • Your name and the phone/email used for the booking.
  • Service date and time.
  • Pickup location and destination.
  • If applicable, flight/train/ship number.

4. Response times

We aim to reply as quickly as possible. During peak periods, response times may vary. For urgent pickup-time incidents, we recommend contacting us by phone or WhatsApp.

5. Confirmations and changes

  • Booking confirmations are sent by email or WhatsApp.
  • Requested changes (time, location, number of passengers, etc.) are subject to availability and may affect the price.
  • For scheduled services (flights/trains), please inform us of any changes as soon as possible.

6. Communication security

  • We do not request full card details via WhatsApp or email.
  • If a payment is required, we will send a Stripe payment link by WhatsApp or email.
  • If you receive suspicious messages or links, contact us before making any payment.

7. Complaints

For complaints or claims, contact support@transfermarbell.com. Please provide as much detail as possible so we can assist you.

8. Updates

We may update this policy to reflect operational or service changes. The current version will always be the one published on this page.