The essentials: you pay upfront by card online (the driver does not take payments). Cancel at least 24 h before pickup for a full refund; later cancellations are not refunded. We track your flight and wait 60 minutes after the actual landing, and a delayed plane costs you nothing. A child seat is €10. Transfer prices are per vehicle (car for 1–3, van for 4–8); tour prices are per person.
Booking and payment
When and how do I pay?
Upfront, by card online: Visa, Mastercard, Apple Pay or Google Pay. When you book on the website you pay straight away on the secure page of our payment provider, Stripe. If you book by WhatsApp or email, we send you a payment link. Your booking is binding once it is paid and you have our confirmation.
Can I pay the driver in cash or by card on the day?
No. The driver does not take payments: there is no cash or card payment in the car, on the spot or on the day of the ride. Paying upfront is safer for both sides, and your booking is guaranteed.
Can I pay in euros or in złoty?
Our prices are in euros and we charge in euros. For rides in Poland you can also pay in złoty: the amount is the euro price converted at the current NBP average rate.
I have not received the payment link or the confirmation. What should I do?
First check your spam folder. If it is not there, message us on WhatsApp or write to office@shuttlehero.pl with the date and route of your ride. We will check the payment and resend the confirmation.
How far in advance do I need to book?
We accept bookings at least 3 hours before pickup. For anything more urgent, message us on WhatsApp and we will tell you whether a vehicle is free.
Is the price fixed? What else could I be charged?
The transfer price is fixed per vehicle for the agreed route and number of passengers. It does not change with traffic or a flight delay. You only pay extra for what you order: a child seat (€10 each), an extra stop or a change of route (quoted individually and agreed before the ride), and waiting beyond the free waiting time.
Can I get an invoice?
After payment you receive a booking confirmation by email showing the amount. If you need an invoice for a company, message us on WhatsApp or write to office@shuttlehero.pl before the ride and send the company details.
Cancellations and changes
Until when can I cancel and get my money back?
Cancel at least 24 hours before pickup and you get a full 100% refund to the card you paid with. Cancellations later than 24 hours before pickup and no-shows are not refunded. The rule applies to every transfer and tour.
We got sick or our plans changed. Will I get a refund?
The same 24-hour rule applies, whatever the reason. Cancel as early as you can on WhatsApp, by email to office@shuttlehero.pl or by replying to your confirmation email.
The airline cancelled my flight or moved it to the next day. What happens to my booking?
A cancelled or rescheduled flight is not an exception to the 24-hour rule: cancel at least 24 h before pickup for a full refund; later cancellations are not refunded. That is why travel insurance is a good idea when you fly. A delayed flight is a different case: we track it and the driver waits (see below).
How do I change the pickup time or address?
Tell us as early as you can on WhatsApp or reply to your confirmation email. We make changes subject to vehicle availability.
Delayed flights, late-night arrivals and meeting the driver
What if my flight is delayed, even at night?
For airport pickups we track your flight, so a delayed plane costs you nothing. The driver waits free of charge for 60 minutes after the actual landing, at any time of day or night. Add your flight number to the booking.
How long does the driver wait for free?
Airport pickup: 60 minutes after the actual landing. Station or port pickup: 30 minutes. Pickup from a hotel or home: 20 minutes. Longer waiting is charged at €6 per started 15 minutes by car and €9 by van.
My train might be late. What then?
For station pickups the driver waits 30 minutes free of charge. If you know your train is running late, message us on WhatsApp.
Where do I meet the driver at the airport?
In the arrivals hall. The driver waits with a sign showing your name and helps with your luggage. For hotel or address pickups the driver comes to the door.
How do I contact the driver? What if I cannot find them?
Give us a phone number that works while you travel. On the day of the ride you sort everything out with our office on WhatsApp. If the driver cannot find you, they will try to call you.
Children, luggage, equipment and pets
Do you have child seats and how much are they?
Yes: an infant seat, a child seat or a booster, on request when you book. Each costs €10. Tell us the child's age and weight so the seat fits. Children only travel in seats that meet the legal requirements, and every child and baby counts as a passenger.
How much luggage can I bring?
Standard luggage is included: one suitcase and one piece of hand luggage per person. Add anything bigger to your booking. With a lot of luggage for 1–3 people we suggest a van.
Can I bring skis, a bike or a pushchair?
Yes, but add it to your booking: sports equipment, pushchairs, bikes and oversized luggage must fit safely in the vehicle. For bigger equipment we recommend a van. Golf bags travel at no extra charge, at the van price for the route.
Can I travel with my dog?
On rides in Poland, yes. Add your pet to the booking so we can send a suitable vehicle.
Is there WiFi in the car?
On rides in Poland, yes, the vehicles have WiFi.
Route, stops and groups
Can the driver stop on the way?
Yes, but an extra stop or a change of route is quoted individually and has to be agreed before the ride. Message us on WhatsApp with where you want to stop and for how long.
Is the ride private, or do other passengers join?
Every ride is private: the vehicle carries only you and the people travelling with you. We never add other passengers.
How many people fit in a car and in a van?
A car takes 1–3 passengers and a van 4–8. Every child and baby counts as a passenger, so four people always travel in a van.
We are more than 8 people. What then?
You travel in several vans, each at the van price for the route. We do not offer coaches.
Tours with a driver
Is the tour price per person or per car?
Per person. It depends on the size of your group and falls as the group grows. For example, the Malbork tour from Gdańsk costs €75 per person for 8 people, €130 per person for 2 people (€260 in total) and €210 for one person. Transfers are different: they are priced per vehicle.
Is the driver a guide?
No. The driver takes you there, waits and brings you back, but does not give a guided tour. The exception is the Wolf's Lair tour from Gdańsk, which includes a licensed on-site guide (PL/EN/DE/RU). The Malbork, Frombork and Toruń tours from Gdańsk include an audio guide.
Are entrance tickets included in the tour price?
From Gdańsk: Malbork includes castle tickets and an audio guide, Wolf's Lair includes tickets and an on-site guide, Frombork and Toruń include an audio guide. Entry to the Stutthof Museum is free. On all other tours, including every tour from Kraków and the other cities, the price covers transport with a driver and you buy any tickets yourself on site.
Can you buy our Auschwitz tickets or a skip-the-line entry?
We do not sell museum tickets or skip-the-line entries. Entry to the Auschwitz-Birkenau Memorial is free with a named reservation at visit.auschwitz.org; the museum educator and headphones are paid for at the Memorial. We provide the private ride with hotel pickup, waiting and the return.
Does the driver speak English?
We cannot guarantee the language of a particular driver. You arrange everything (address, time, changes) with our office, which replies in Polish and English on WhatsApp and by email.
Your question is not here?
Message us on WhatsApp or write to office@shuttlehero.pl. The full rules are in our terms of service. Route prices are on each route page and in the price list, and our transport comparisons are in the travel guides.
Sources and date checked
These answers are based on our terms of service (in force since 22 October 2026) and the current ShuttleHero offer. Prices come from our route and tour price lists, checked on 27 October 2026.