Transfer & Vehicle Service Policy (Global Industry Standard) | ITS Holidays Ltd.

1. Policy Overview

This policy defines the terms, responsibilities, and operational conditions related to all types of ground transportation services, including airport transfers, private cars, shuttle services, coach transfers, and point-to-point vehicle arrangements. All services are aligned with international travel and transportation industry practices. ITS Holidays Ltd. acts strictly as a booking intermediary only.

2. Service Provider Responsibility

• All transfer services are operated by third-party transportation companies
• Vehicle operation, driver assignment, scheduling, and execution are managed by the provider
• ITS Holidays Ltd. does not own or operate any transport fleet
• Service quality, timing, and performance are fully under provider control

3. Airport Pickup Waiting Time Policy

• Airport pickup waiting time: 30–45 minutes maximum from actual arrival/exit time
• Waiting time may vary depending on flight delay information and local conditions
• After 45 minutes, extra waiting charges apply as per transport company rules
• Passenger must inform delay in advance (if possible) to avoid service disruption

4. Standard Pickup & Drop-Off Waiting Time

• For hotel pickup / point transfer / drop service: maximum 15 minutes waiting time
• Driver will wait only at pre-confirmed pickup location
• After 15 minutes, service may be treated as No-Show
• No-show may result in 100% charge or service cancellation without refund

5. No-Show Policy

• Failure to reach pickup point within allocated time = No-Show
• No-show includes:
  • Passenger delay
  • Incorrect location
  • Unreachable contact
• No-show bookings are generally:
  • Non-refundable
  • Non-redeemable
  • Non-transferable

6. Vehicle Allocation Policy

• Vehicle type depends on booking category and availability
• Examples:
  • Sedan / Economy Car
  • SUV / Family Vehicle
  • Van / Minibus
  • Coach / Group Transfer
  • Luxury / Premium Vehicle
• Provider may substitute similar or upgraded vehicle if required
• Vehicle specifications may vary by country and fleet condition

7. Driver Behavior & Service Conditions

• Driver conduct is managed by transportation company
• Includes:
  • Driving behavior
  • Punctuality
  • Route selection
  • Communication style
• Complaints must be directed to provider immediately
• Travel agent has no control over driver actions

8. Flight Delay & Airport Operation Rules

• Airport pickups are based on real-time flight tracking where available
• Delays due to:
  • Immigration clearance
  • Baggage collection
  • Customs inspection
  • Airport congestion
    are not the responsibility of travel agents
• Waiting time starts after actual passenger exit readiness

9. Traffic, Weather & Force Majeure Conditions

Transfer services may be affected by:

• Heavy traffic congestion
• Road closure or construction
• Weather conditions (rain, storm, flood, fog)
• Political restrictions or strikes
• Airport or government emergencies

👉 Such situations may cause delays or route changes without prior notice.

10. Route, Timing & Operational Flexibility

• Route selection is decided by driver/operator
• Estimated travel time may change due to real-time conditions
• Pickup/drop timing is approximate, not guaranteed exact timing
• Service provider may adjust schedule for operational efficiency

11. Passenger Responsibility

Passengers must ensure:

• Correct pickup location and time
• Active phone number for driver contact
• Readiness before scheduled pickup time
• Proper communication in case of delay
• Accurate booking details (flight, hotel, contact info)

12. Communication Protocol

Passengers should directly communicate with:

• Driver / assigned representative
• Transportation company hotline (if provided)

For:

• Pickup coordination
• Delay updates
• Location confirmation
• Emergency assistance

13. Safety & Legal Compliance

• All vehicles operate under local transport laws and regulations
• Drivers must hold valid licenses and insurance as per local authority rules
• Safety responsibility lies with transportation provider
• Passengers must follow all safety instructions during travel

14. Insurance & Liability Coverage

• Insurance coverage (if any) is provided by transportation company
• ITS Holidays Ltd. is not responsible for:
  • Accidents or injuries
  • Loss of luggage or personal belongings
  • Road incidents or breakdowns
  • Third-party damages during transfer

15. Service Disruption & Substitution Rights

• Provider reserves right to:
  • Change vehicle type
  • Modify pickup timing
  • Subcontract service to another operator
  • Cancel or reschedule due to operational reasons
• Alternative arrangements depend on availability

16. Limitation of Liability (Travel Agent Role)

ITS Holidays Ltd. is strictly:

• A booking facilitator only
• Not responsible for transport operations
• Not responsible for delays or service failure
• Not responsible for driver behavior or vehicle condition
• Not liable for missed transfers due to passenger delay

17. Final Industry Statement

All transfer and transportation services are independently operated by third-party providers. Services are subject to operational conditions, local regulations, and real-time travel factors. Passengers must understand and accept that transport services may change due to external circumstances beyond control.

Frequently Asked Questions (FAQ)

1. What is the role of ITS Holidays Ltd. in transfer services?

ITS Holidays Ltd. acts only as a booking facilitator. All transport services are operated by third-party transportation companies.

2. How long does the driver wait at the airport?

The driver typically waits 30–45 minutes at airport pickup points depending on flight arrival and local conditions.

3. What is the waiting time for hotel or other pickups?

For hotel or point transfers, the driver waits a maximum of 15 minutes. After that, it may be treated as a no-show.

4. What happens if I miss my pickup?

If you miss your pickup or are not available within the waiting time, it is considered a no-show, and the booking may be non-refundable.

5. Who is responsible for vehicle condition and driver behavior?

All responsibility lies with the transportation provider, not the travel agent.

6. Can traffic or weather affect my transfer?

Yes. Transfers may be delayed due to traffic, weather, road conditions, or government restrictions.

7. Can the vehicle type be changed?

Yes. Providers may substitute a similar or upgraded vehicle depending on availability and operational requirements.

8. Are airport pickups guaranteed on exact time?

No. Pickup timing is approximate and depends on flight arrival, baggage clearance, and airport conditions.

9. Who should I contact during transfer issues?

Passengers should contact the driver or transportation provider directly for immediate assistance.

10. Is ITS Holidays Ltd. responsible for transport accidents or delays?

No. All safety, insurance, and operational responsibility lies with the transportation company only.