Mystic Travels · FAQ

Frequently asked questions

Straight answers about how our private transfers and chauffeur services work — flights, luggage, payment, cancellation and B2B. If your question is not here, write to booking@mystic-travels.com or call +351 930 664 660.

Licence

RNAVT 11027 (Turismo de Portugal)

Reservations office

08:00–22:00 Lisbon time

Operational support

Available throughout each confirmed service

Insurance

Public liability + passenger insurance on every vehicle

• How long does the driver wait at the airport?+

  For arrivals at LIS / OPO / FAO we monitor your flight number and time the pickup to the actual landing, not to your scheduled time. Once you land we include 60 minutes of free waiting time on Schengen flights; 90 minutes on non-Schengen flights to cover passport control and luggage. Flight Monitoring is included at no extra cost on all airport pickups.
• Do you monitor flights for delays?+

  Yes. Every airport pickup is matched to your flight number — if your flight is delayed (or arrives early), the driver is automatically re-timed. There is no charge for normal delays.
• Where will the driver meet me at the airport?+

  Inside the terminal at the arrivals hall, holding a sign with your name. For Porto (OPO) the meeting point is just after the customs exit; for Lisbon (LIS) and Faro (FAO) the driver waits at the standard meet-and-greet area of the corresponding terminal.
• How much luggage can I bring?+

  Standard sedans (Mercedes E-Class equivalent) carry 2 adults + 2 large suitcases + 2 carry-ons comfortably. The Mercedes V-Class fits up to 7 passengers with luggage proportional to the group. If you are travelling with golf bags, surfboards, baby strollers or oversized items, mention it when booking so we assign the right vehicle.
• Do you provide child and baby seats?+

  Child seats are available at €17 per seat/day. Free booster seats are available for children over 5 years. Tell us the children's ages at booking time and we will bring the correct equipment.
• How can I pay?+

  Credit and debit cards (Visa, Mastercard, American Express) via Stripe checkout, ATM/Multibanco for Portugal-based clients, and bank transfer for B2B and travel agency invoices. Cash on board is accepted as a backup but not the preferred method.
• What is your cancellation policy?+

  Vehicles with capacity for up to 7 passengers: 100% refund with at least 48 hours’ notice; 50% refund from 24 to less than 48 hours; no refund with less than 24 hours’ notice or for a no-show. Other vehicles are subject to prior verification, with terms confirmed before booking. Notice is measured before the scheduled service start time. The rule depends on vehicle capacity, not the number of passengers in the booking. Something unexpected happened? Talk to us and tell us what happened. We review each situation individually; any exception is confirmed in writing. Any specific conditions for tickets or third-party services are disclosed before payment.
• Will I know the driver before pickup?+

  Yes. The night before your service (or the morning of, for early pickups) we send you the driver's first name, the vehicle make/model and the licence plate. For confirmed services you also get a direct contact channel if anything changes on your end.
• Do you work with travel agencies, hotels and corporate clients?+

  Yes. We have a dedicated B2B workflow with invoice-based billing (no need for clients to enter card details on board), commissionable rates, and a single point of contact for all your transfers. Get in touch via our Become a Partner page or email partners@mystic-travels.com.
• Are your prices per person or per vehicle?+

  Per vehicle. A €120 transfer is €120 for the whole car, whether one or four passengers travel in it. Tolls, fuel, parking at the airport and Portuguese VAT are all included in the displayed price.
• Are tolls, parking and taxes included?+

  Yes. All published transfer prices include tolls (in Portugal and Spain), airport parking when relevant, and Portuguese VAT (IVA). For cross-border long-distance routes we quote upfront and the quote remains all-inclusive.
• What if my flight is cancelled or rescheduled?+

  Send us a message (email, WhatsApp or the booking link in your confirmation) as soon as you know — we re-time the service free of charge if there is reasonable notice. If the cancellation is announced by the airline, that is treated as a force majeure on our side and a full refund or rescheduling is offered.