Frequently Asked Questions


THE TRANFER BOOKING PROCESS

How can I make my taxi - transfer booking?

You can complete your taxi transfer booking on-line by using the displayed booking form on iGoHellas website. Just choose the date of your transfer, the number of the passengers, your departure thus destinations points and follow the link. The link will show you the type of the transfer (shared or private luxury) and the prices of the transfer in one way and the price for a round trip. If your destination is not listed we can send you a custom route with full instructions which is convenient for you to book.

Must all transfer bookings be made in advance?

We strongly advise you to book your transfer in advance; especially during peak summer season (July-September). Once your booking has been made, a vehicle is reserved and availability is guaranteed. Last minute bookings, however, can be accommodated if the suitable vehicle is available.

What type of taxi - transfer can I choose?

You can choose between a shared transfer and a luxury private transfer.

How can I find my iGoDriver?

Your iGoDriver will come on time to pick you up at your desired destination. If your transfer starts at the airport/seaport, your driver will wait for you at the check-out exit holding a tag with your name on it.

Why is it better to book a taxi-transfer than a regular taxi?

Our company’s iGoHellas transfer services offers transfers with fixed rates in order to let you know your expenses in advance and the price doesn't depend on the conditions of the route or the traffic. Besides fixed prices, with iGoHellas you don't have to waste time looking for transportation.

What happens if my flight or ferry boat is delayed?

Your iGoDriver will at all times be informed about your flight/ferry boat details and will collect you at the new time, without any extra costs.

The number of my credit card is correct but it was declined. Why?

There are several possibilities why your card number has been declined:
- Expiry date of the card is set before the date of booking.
- You have reached your credit limit.


TAXI – TRANSFER RESERVATION CONFIRMATION

How can I be sure that my reservation has been confirmed?

After making a reservation, you will receive a message that your reservation is being processed; once the processing has been completed, you will receive a notification about the status of your reservation. Processing can take up to a maximum of 12 hours (an average of three hours). A reservation is considered to be confirmed only after you have received a confirmation e-mail.

I finished my transfer booking, but I haven't received a confirmation-mail yet, what should I do?

Once you have entered all the data required for the submission of your reservation, your request is being processed and processing may take up to 12 hours. Reservations are confirmed only after you receive a confirmation via e-mail. Please enter the e-mail address carefully so that you may receive the confirmation. If you do not receive your confirmation mail, review the Spam folder. If it is still not there, please contact us.


ADDITIONAL REQUIREMENTS

Will I be charged extra if I have a lot of luggage?

All the passengers can have one (1) big and one (1) small luggage free of charge. In case that you carry additional luggage which cannot be stored in a standard vehicle, we must be informed in order to arrange for you another type of vehicle with the corresponding cost.

What if my transfer includes a child or children?

Children below 12 years old are not allowed to travel without their parents. Children between 12-18 years old must have an authorized statement signed by their parents. If your transfer requires a child safety seat, please notify us on time.

Do you provide transfer for disabled people?

Yes, we provide transfer services for the disabled people, but make sure that you notify us on time so that we can prepare a suitable vehicle for all personal needs.

Is smoking, drinking or eating allowed in the vehicle during the transfer?

No, they are not allowed in the vehicle during the transfer.

Is the iGoHellas transfer direct or do we stop along the way?

The iGoHellas.com transfer services operates shared transfers and private luxury door-to-door transfers (with special amenities).

  • In the first option, you will be on board with some other passengers. In that case along the way to your hotel, the driver will make some extra stops to discharge the other passengers.
  • In the second option your driver will accompany you directly to your desired destination.

Can I carry pets in the transfer vehicle?

It is possible for us to provide transportation of pets, but only if they are properly placed in their travel boxes and put in the cargo hold of the vehicle.

I cannot find answer to my questions, what should I do?

If you cannot find an answer to your question, please contact iGoHellas customer support at the follow number: +30 690 8793077


PAYING FOR TRANSFERS

When and to whom do I pay for the transfer?

The standard procedure is that 20% of the total amount to be paid from your paypal account or debit/credit card before the transfer and the rest 80% of the total amount to be paid in cash to the driver at the end of the transfer.

Is my credit card safe when booking?

Your credit card data provide a guarantee of your reservation, or is necessary for a payment in advance, depending on the terms and conditions of the selected transfer, as expressed in the transfer offer next to the transfer prices and on the certificate you will receive after booking. To protect your credit card data, we use Secure Sockets Layer (SSL) technology and your data is completely safe. In case of fraud and abuse of your credit card by a third party, most banks and credit card companies bear the risk and cover all costs arising from the abuse. In accordance with our high ethical standards we respect your privacy. We are committed that your name, address, e-mail address and credit card information required for booking will not be disclosed to a third party without your consent.

What does the price include?

A one-way price will include a single transfer from your arrival point to your destination. A return price (round trip; both ways trip) includes the departure transfer to the starting point.

What are the references of my driver?

The drivers of iGoHellas have professional driving skills with long term experience in passenger transport services and will be prepared for your transfer with a fixed itinerary.

Does my fare include a tip?

No. Giving a tip is discretionary and completely up to you.

I need a receipt for my transfer, when do I get a receipt?

If you pre-pay using a debit or credit card we can send you a receipt via email. If you pay direct the driver, he will present you a receipt upon the payment.


CHANGE / CANCELLATION OF RESERVATION

Can I cancel my reservation?

If you want to change or cancel a reservation, please let us know via e-mail at least 2 days before the service date and you will have full refund. Otherwise, please take into consideration that there is a 100% cancellation fee.

When can I be sure that my reservation has been successfully canceled?

After requesting a cancellation, you will receive confirmation of cancellation via e-mail. In case that you don’t receive confirmation of cancellation on time, please check your Spam folder and/or contact us.


THE PRIVATE TOURS BOOKING PROCESS

How can I get my private tour?

You can book your preferred private tour following the easy booking method. The link will show you all the details about your private tour (duration of the tour, highlights spots, what does the price include, extra charges for special options, the payment method and the cancellation policy).

Must my private tour be booked in advance?

We strongly advise you to book your private tour in advance; especially during peak summer season (July-September). Once your booking has been made, a vehicle is reserved and availability is guaranteed. Last minute tour bookings, however, can be accommodated if the suitable vehicle is available.

Where our iGoGuide will pick us up?

Your iGoGuide will come on time to pick you up at your desired destination.

  • Cruise passenger pick-up: All cruise passengers with individual programs are taken to the old Port of Fira, by tender boats. From the port, you will take the cable car up to Fira town. The journey with a cable car takes 2-3 minutes and costs €6. Approximate start of the tour  should be 90 minutes after the scheduled arrival of the cruise ship.

    The meeting point for the tour is at the cable car’s exit in Fira town. Your driver - guide will wait for you there, holding a sign with your name. Please include the name and arrival time of your ship, and full name and mobile phone number when booking of the tour in order for your pick-up to be arranged.

  • Hotel pick-up: Your driver - guide will meet you at the hotel entrance door.

What happens if my cruise ship is delayed?

Your iGoGuide will at all times be informed about your cruise ship details and will collect you at the new time, without any extra costs. It is very important to fill in the name of your cruise ship in the reservation form so we can be informed in case of delay.

The number of my credit card is correct but it was declined. Why?

There are several possibilities why your card number has been declined:

  • Expiry date of the card is set before the date of booking.
  • You have reached your credit limit.

TOUR RESERVATION CONFIRMATION

How can I be sure that my private tour reservation has been confirmed?

After making a private tour reservation, you will receive a message that your reservation is being processed; once the processing has been completed, you will receive a notification about the status of your reservation. Processing can take up to a maximum of 12 hours (an average of three hours). A reservation is considered to be confirmed only after you have received a confirmation e-mail.

I finished my private tour booking, but I haven't received a confirmation-mail yet, what should I do?

Once you have entered all the data required for the submission of your reservation, your request is being processed and processing may take up to 12 hours. Reservations are confirmed only after you receive a confirmation via e-mail. Please enter the e-mail address carefully so that you may receive the confirmation. If you do not receive your confirmation mail, review the Spam folder. If it is still not there, please contact us.

What happens if I lose my voucher?

In the case you lose your voucher simply contact iGoHellas customer support and you will be provided with another one.


ADDITIONAL REQUIREMENTS

Will I be charged extra if I get an escort?

The tours can be organized with a driver only or with a guide. Our drivers are English speaking. They have a long term experience working in Santorini and they are informed about the history and the culture of the island.

However, if you want an escort for your private tour, follow the booking process and fill the form in with your request. You have the option to choose a multilingual tour guide (English, German, Italian, Spanish, French and Russian).  As a matter of course, your booking form will be updated with the extra charge for your escort.

Do you provide private tours for disabled people?

Yes, we provide private tours for the disabled people, but make sure that you notify us on time so that we can prepare a suitable vehicle for all personal needs.

Is smoking, drinking or eating allowed in the vehicle during the private tour?

No, they are not allowed in the vehicle during the tour.

Are the iGoHellas private tours fixed or custom made upon your preferences?

The iGoHellas private tours can be fixed and will be tailored according to your preferences and needs at once in order to include or exclude additional spots. So whether you have something in mind or would like your driver - guide to take the lead and give recommendations, feel free to ask for it – Your wish is our command!!

Can I carry pets in the tour vehicle?

It is possible for us to provide transportation of pets, but only if they are properly placed in their travel boxes and put in the cargo hold of the vehicle.

I cannot find answer to my questions, what should I do?

If you cannot find an answer to your question, please contact iGoHellas customer support at the follow number: +30 690 8793077


PAYING FOR TOURS

When and to whom do I pay for the tour?

Payment for the tour depends on the conditions listed during booking. The standard procedure is that 20% of the total amount to be paid from your paypal account or debit/ credit card before the tour and the rest 80% of the total amount to be paid in cash to the driver – guide at the end of the tour.

Is my credit card safe when booking?

Your credit card data provide a guarantee of your reservation, or is necessary for a payment in advance, depending on the terms and conditions of the selected tour, as expressed in the tour offer next to the tour prices and on the certificate you will receive after booking. To protect your credit card data, we use Secure Sockets Layer (SSL) technology and your data is completely safe. In case of fraud and abuse of your credit card by a third party, most banks and credit card companies bear the risk and cover all costs arising from the abuse. In accordance with our high ethical standards we respect your privacy. We are committed that your name, address, e-mail address and credit card information required for booking will not be disclosed to a third party without your consent.

What does the price include?

First of all, the prices are per tour and not per passenger and include a vehicle (Mercedes-Benz luxury and comfortable, fully A/C), an English speaking driver – guide, pickup and drop-off from designated meeting points, bottled water, mobile phone chargers and maps of the island.

Our Wine tours also include the entrance and the guidance at three local Santorini wineries, the wine tasting of 12 -15 local varieties of wine and many local wine side dishes.

What are the references of my driver - guide?

The drivers of iGoHellas have professional driving skills with long term experience in passenger transport services and will be prepared for your tour with a fixed itinerary.

Does my fare include a tip?

No. Giving a tip is discretionary and completely up to you.

I need a receipt for my tour, when do I get a receipt?

If you pre-pay using a debit or credit card we can send you a receipt via email. If you pay direct the driver, he will present you a receipt upon the payment.


CHANGE / CANCELLATION OF RESERVATION

Can I cancel my reservation?

If you want to change or cancel a reservation, please let us know via e-mail at least 2 days before the service date and you will have full refund. Otherwise, please take into consideration that there is a 100% cancellation fee.

When can I be sure that my reservation has been successfully canceled?

After requesting a cancellation, you will receive confirmation of cancellation via e-mail. In case that you don’t receive confirmation of cancellation on time, please check your Spam folder and/or contact us.