F.A.Q.

Who is providing my transfer?

If you order a transfer through Saint-Petersburg.com, you will be able to choose from a selection of local transfer operators offering the service you require. These companies have been chosen by Saint-Petersburg.com for their reputation for efficiency and reliability, but Saint-Petersburg.com accepts no liability for the service provided (see our Terms and Conditions). We always welcome your comments about the work of selected transfer operators, which can be sent to our customer service team by e-mail.

When do I pay for my transfer?

If you order a transfer through Saint-Petersburg.com, then your credit card will automatically be charged by your chosen transfer operator for the price stated on the online transfer reservation summary and your transfer confirmation e-mail 48 hours before the time of your transfer. Payment is non-refundable. You will receive e-mail notification stating exactly when the charge will be placed on your credit card. If you require a paper receipt with a corporate seal please mention this on your transfer order form in the "comments" section or send your request to us by e-mail within 20 days after the service has been provided.

Why do I need to pay in advance?

Prepayment is standard industry practice for travel services, and this is especially true for online reservation services. Charging in advance allows us to reduce no-shows and fraudulent or inaccurate reservations, and thus keep costs down.

Prepayment is also more convenient for our customers, helping them to avoid the problems of having to change money at airports, receive change in unwanted foreign currency or wait for credit card approval.

Are my credit-card details secured?

We understand that our customers may have concerns for security when submitting their credit card details online. We have therefore done everything in our power to ensure that your personal information and card details are safe, that all such information entered by you in the transfer order process is encrypted, and that our systems are secure from outside intrusion.

How do I find my driver?

Unless you specifically request otherwise on your transfer order form (use the "comments" section), your driver will be waiting for you with a greeting board bearing your name in the following places:

• For airports: At the exit from customs in the arrivals hall.
• For stations: At the end of the platform where your train is due to arrive.
• For hotels: In the lobby of your hotel.
• For all other locations: As near as possible to the front entrance of the address you have given.

If you cannot see your driver immediately, please wait in the appointed place for a few minutes. If we have problems finding you, we will call you on the mobile phone number your provide when ordering the transfer, and use any available public address systems to contact you.

Will my driver wait if my flight or train is delayed?

All our partner companies will do their best to wait for you if you are unavoidably delayed. For airport transfers, your driver will check the estimated arrival time of your flight and will always wait for up to 45 minutes if your flight is delayed. For longer delays, our partners will do their best to transfer you, but there is no guarantee that you will be transferred.

Will my driver speak English?

Although many of our partner companies employ English-speaking drivers, there is no guarantee that your driver will speak English. They will, however, have been given clear instructions concerning your order. In the event of any misunderstanding, the driver will connect you with an English-speaking representative of your chosen transfer operator. You can also contact a Saint-Petersburg.com customer services representative directly from the car by phone and we will be happy to help with translation.

How can I contact Saint-Petersburg.com?

If you need to contact one of our English-speaking customer service representatives concerning your transfer, you can do so by e-mail at customerservice@saint-petersburg.com or by phone on +7 (812) 380-2478 or fax on +7 (812) 380-2479. Calls will only be answered during our office hours, which are Monday to Friday from 10:00 to 22:00 MST (GMT+3). On weekends or public holidays you can try to contact us on +7 (911) 925-8021.

How can I contact my driver?

When you receive your transfer confirmation, you will also be sent a local contact number for your chosen transfer operator. Should it be necessary, you will be able to use this number to contact an English-speaking representative of your chosen transfer operator. You should only contact your chosen transfer operator with queries on the day of your transfer. Otherwise, please contact the Saint-Petersburg.com customer services team. You can do so by e-mail at customerservice@saint-petersburg.com or by phone on +7 (812) 380-2478. Calls will only be answered during our office hours, which are Monday to Friday from 10:00 to 22:00 MST (GMT+3). On weekends and during the holidays you can try to contact us on +7 (911) 925-8021.

How can I cancel my transfer order?

You may cancel your transfer order without incurring any penalty provided that you contact Saint-Petersburg.com's customer services team at least 48 hours before the agreed time of your transfer.

You can do so by e-mail at customerservice@saint-petersburg.com or by phone on +7 (812) 380-2478 or fax +7 (812) 380-2479. Calls will only be answered during our office hours, which are Monday to Friday from 10:00 to 22:00 MST (GMT+3). On weekends and during the holidays you can try to contact us on +7 (911) 925-8021. If you fail to do so, then your credit card will automatically be charged for the full amount stated on your transfer order form. In the event of late cancellation or your failure to appear at the agreed time, payment is non-refundable.

What if I'm traveling with young children?

Most of our partner companies will provide car seats for children under 3 years old. If not, children under 3 must sit on their parent's lap. If you are traveling with children under 3, please make this clear to us during the online transfer reservation process (use the "comments" section).

Should I tip my driver?

Tipping drivers is not widespread in Russia, and is entirely at the discretion of the passenger.