Airport transfer and layover terms

By booking a private airport transfer or a layover tour with My Local Guide Istanbul, passengers agree to the following terms and conditions.

Flight information

Passengers are responsible for providing the correct arrival date, flight number, arrival airport and contact details when booking.

We monitor the flight number provided to us and adjust the scheduled pick up time when the flight is delayed.

If incorrect or incomplete flight information is provided, we cannot be held responsible for a missed transfer.

Waiting time and no shows

For airport arrivals, the driver and Meet and Greet team will wait for up to 1 hour after the flight has landed.

We understand that passport control, baggage collection or customs can occasionally take longer. If you are delayed inside the airport, please contact us via WhatsApp before the one hour waiting period has passed so that we can assist and, where possible, extend the waiting time.

If passengers do not come out within 1 hour after the flight has landed and have not contacted us, the booking will be considered a no show.

In the case of a no show, the transfer is considered completed and no refund will be provided.

Flight delays

We monitor the arrival flight number provided with your booking.

If your flight is delayed, we will adjust your airport pick up accordingly whenever possible. There is no need to contact us for normal airline reported delays, although you are welcome to keep us updated via WhatsApp.

Cancelled flights

If your flight is cancelled, please inform us via WhatsApp as soon as possible.

We will monitor the flight status and can reschedule your transfer for your new arrival flight, subject to vehicle availability.

Once you receive your replacement flight details, please send us the new flight number, arrival date and expected arrival time.

Meeting point

Due to Istanbul Airport regulations, our Meet and Greet staff are not permitted to meet passengers inside the arrivals terminal.

After passport control, baggage collection and customs, passengers should exit through Gate 13 and proceed to the designated Meet and Greet area outside.

For privacy, passenger names will not be displayed on a board. Please locate the Meet and Greet sign provided in your transfer instructions and give the staff your name. Your name will be on their passenger list, and they will direct you to your driver and vehicle.

Passenger contact

Please provide a mobile number that can be reached on WhatsApp while travelling.

If you experience any difficulty finding the meeting point, your luggage is delayed, immigration takes longer than expected, or there is any other issue preventing you from leaving the terminal, please contact us immediately.

Luggage

Passengers are responsible for informing us in advance if they are travelling with large or excessive luggage, wheelchairs, strollers, sports equipment or other oversized items.

The vehicle provided is based on the number of passengers and the normal amount of luggage expected for that group size. If additional luggage requires a larger vehicle and we were not informed in advance, an additional charge may apply or transportation may not be possible in the originally assigned vehicle.

Children and child seats

Children must be included in the total passenger count when booking.

If you require a baby or child seat, please request this in advance. Child seats are subject to availability and should not be assumed to be included unless confirmed by us.

Changes to your booking

Changes to the pick up time, flight, hotel, number of passengers or destination should be communicated as early as possible.

Last minute changes are subject to vehicle and driver availability and may result in an additional charge if the requested service differs from the original booking.

Traffic and travel time

Istanbul traffic conditions can vary considerably depending on the time of day, weather, road closures, public events and other circumstances outside our control.

We will make every reasonable effort to complete the transfer on time, but we cannot guarantee an exact journey duration or accept responsibility for delays caused by circumstances beyond our control.

For transfers to the airport, passengers are responsible for allowing sufficient time before their flight departure.

Cancellation policy

Transfers cancelled at least 24 hours before the scheduled pick up time are eligible for a full refund.

Cancellations made less than 24 hours before the scheduled pick up time are non refundable.

Flight cancellations are handled separately as described above, and we will make every reasonable effort to reschedule the transfer to your replacement arrival flight.

Vehicle assignment

The type and size of vehicle will be selected according to the number of passengers and luggage.

The exact vehicle model may vary depending on operational availability, but an appropriate vehicle for the booked group size will be provided.

Circumstances beyond our control

My Local Guide Istanbul cannot be held responsible for delays or service disruptions caused by circumstances beyond our reasonable control, including severe weather, road closures, accidents, government restrictions, airport operational changes or other exceptional events.

Where possible, we will always try to find a practical alternative and assist our passengers.

Need help?

If anything changes on your travel day or you experience difficulty finding our Meet and Greet staff, please contact us immediately via WhatsApp rather than leaving the meeting area or arranging alternative transportation without contacting us first.

This gives us the opportunity to locate your driver, resolve the issue and assist you as quickly as possible.