If you have questions about our service, please check the FAQ below.
Are you unable to find what you are looking for? Please reach out to our Customer Service.
Reina Transfers & Tours is a Luxury chauffeur service, located in Barcelona. Besides luxury transfers, we also offer Premium services. This dressed down service gives you the same quality as you should expect from our luxury service; for both services we use the same vehicles. In the near future, Reina Transfers & Tours will also offer Luxury Tours in the area.
You can click here to go to our booking page. It is possible to book a Luxury Chauffeur Service (or a Premium Service) via our booking form, by leaving your details with Bohdi, our chatbot (one of our agents will contact you for a confirmation within 24 hours), via live chat with one of our agents, or via our contact form. You are able to book 48 hours prior to your start time.
We do recommend using our booking page; however, we understand that maybe you might have special requests or details to your booking. We do have a special field for this in our booking form, and if you fill that in, one of our agents would contact you to customise our service to your desires.
Reina Transfers & Tours is a Luxury service because we offer you nothing but quality.
Our Chauffeurs are specially selected for their abilities to make you feel comfortable throughout. You will travel without any worries, assured that your journey is treated with respect for you, your time, and your needs.
From the moment we arrive for the service, until we have reached your destination, your comfort is our utmost priority. Unlike other high end services, Reina Transfers & Tours Luxury Chauffeur Service, offers you a care package with some items you might crave during your journey – and beyond. You can enjoy our free wifi, have a snack and a drink, and – should you prefer your travel in silence – make use of the ear plugs we provided for you. You will feel indulged by our service, as it is our objective for you to arrive relaxed at your destination.
Please note that the care package mentioned above, is only available for our Luxury Service, not for our Premium Service.
You should always choose Reina Transfers & Tours, because we make you and your journey our priority. Even if you choose our Premium service instead of our Luxury service, you (and your time) will be treated with respect. We only want the best for you, and go above and beyond to make you feel indulged. Your journey should be a pleasurable, stress-free experience.
Reina Transfers & Tours is here to make that happen for you!
If you are booking our Luxury or Premium Service, your reservation needs to be made 48 hours in advance of the start time.
For Reina Transfers & Tours, it is important to find the right Chauffeur for every service. To make sure that our Chauffeurs don’t already have their days planned with other services, we need this extra time to make the perfect match.
Our Chauffeurs have busy schedules, and may not have availability within short notice. As it is important to Reina Transfers & Tours to make your journey as stressfree as possible, we need this extra time to guarantee your booking.
Our cancellation policy depends on the service you have booked.
For our Luxury Service, Reina Transfers & Tours allows you a free cancellation of the booking up until the start time. If a Guest doesn’t show up, without any communication with the Chauffeur and / or Reina Transfers & Tours’ Customer Support, they will be charged according to our no-show policy.
It is possible to reschedule or change a booking to an earlier time up until 24 hours prior to the start of Service. A request for a change within 24 hours of the start time cannot be met.
Upon request, depending on the availability of the Chauffeur, a booking might be changed within 24 hours to a different time. This is never a guarantee.
A booking can always be changed to a date and time 48 hours, or further away, from the time of request.
Changes that lead to a higher price, need to be made live by our Customer Support Agents. Payment details have to be shared. Therefore it is only possible to make such a change while in contact with Customer Support. In cases when this is not possible, we recommend to send us a request to cancel the original booking and to create a new booking. The refund for the original booking will be transferred back to you within 21 days.
A cancellation (or request to reschedule) should always be communicated with the assigned Chauffeur first, before contacting Reina Transfers & Tours Customer Support. The time we check to calculate possible refunds or fees, is the time of contact with the Chauffeur. Please note that Reina Transfers & Tours Customer Support should also be contacted with your request.
A Reina Transfers & Tours Premium Service can be cancelled free of charge up until 2 hours prior to the start time. If a Guest cancels a Reina Transfers & Tours Premium service within 2 hours prior to the start time, the costs will be €30,- for a Sedan service and €50,- for an MPV service; this amount will be deducted from the refund.
For both the Luxury as well as the Premium Service, Reina Transfers & Tours’ no-show policy is the following: A no-show will only receive a refund for the booked service, if the booking made is for a price higher than €100,- for a Sedan service, or a price higher than €200,- for an MPV service (per vehicle). For such bookings, the Guest will receive a refund containing the remaining amount, after the deduction of the fee.
Reina Transfers & Tours qualifies a no-show as:
– a guest who does not show up at the pick up point at the start time of a booking, without any communication with the Chauffeur, and/or Reina Transfers & Tours prior.
– a guest who does not arrive at the pick up point at the airport or train station within an hour of the start time of the booking, without any communication with the Chauffeur, and /or Reina Transfers & Tours during this time.
– a guest who does not arrive at the pick up point within an hour after landing by airplane, or arriving at a train station, when the flight or train had a delay.
Reina Transfers & Tours does not qualify as a no-show:
– a guest who had a delay in their journey, and was unable to communicate this delay during their travel.
Our Chauffeurs will always check your arrival time to ensure that their 90 /60 minutes waiting time (after your real-time arrival), falls within the limit. Please contact your Chauffeur as soon as you are able to, to make arrangements.
Until 2 hours prior to the start time of the booking, Guests of our Premium Service can cancel their booking free of charge. Should the booking be cancelled within 2 hours of the start time, a fee will be deducted from the refund; this fee will be €25,- for a Sedan service and €40,- for a MPV service (per booked vehicle).
A request to reschedule or cancel a booking should always be communicated with the assigned Chauffeur first, before contacting the Reina Transfers & Tours Customer Service. The time we check to calculate possible refunds or fees, is the time of contact with the Chauffeur. Please note that Reina Transfers & Tours Customer Service should also be contacted with your request.
For both the Luxury as well as the Premium Service, Reina Transfers & Tours’ no-show policy is the following: A no-show will only receive a refund for the booked service, if the booking made is for a price higher than €100,- for a Sedan service, or a price higher than €200,- for an MPV service (per vehicle). For such bookings, the Guest will receive a refund of the remaining amount, after the deduction of the fee.
Reina Transfers & Tours qualifies a no-show as:
– a guest who does not show up at the pick up point at the start time of a booking, without any communication with the Chauffeur, and/or Reina Transfers & Tours prior.
– a guest who does not arrive at the pick up point at the airport or train station within an hour of the start time of the booking, without any communication with the Chauffeur, and /or Reina Transfers & Tours during this time.
– a guest who does not arrive at the pick up point within an hour after landing by airplane, or arriving at a train station, when the flight or train had a delay.
Reina Transfers & Tours does not qualify as a no-show:
– a guest who had a delay in their journey, and was unable to communicate this delay during their travel.
Our Chauffeurs will always check your arrival time to ensure that their 90/60 minutes waiting time (after your real-time arrival), falls within the limit. Please contact your Chauffeur as soon as you are able to, to make arrangements.
We always recommend a guest to change their booking instead of cancelling.
At the airport or train station, the Chauffeurs of our Luxury Service will wait 90 minutes for you. The Chauffeurs of our Premium Service will wait 60 minutes for you. Please do communicate with them as soon as you are able to.
When you are late for a Service at any other location without any communication, the Chauffeur will wait 10 minutes for you to arrive. In this case you will be considered a no-show. If you are late, and have communicated with the Chauffeur, it depends on their schedule whether they can wait for you, and how long they will be able to wait. If your Chauffeur is not able to wait for you, please contact our Customer Support – we will try to find a sollution but are not obligated to find a new Service for you, as per our Terms and Conditions.
Reina Transfers & Tours prides itself in our excellent service. Our Chauffeurs will always keep track of your flight to ensure they will arrive in time for your transfer.
For our Luxury Service: We wait 90 minutes for you to go through the passport control, gather your luggage, and have a quick bathroom break. Should you encounter any unexpected delays after landing, please let your Chauffeur know. We do ask you to also contact your Chauffeur as soon as you have landed, in order to make arrangements.
For our Premium Service: We wait 60 minutes for you to go through the passport control, gather your luggage, and have a quick bathroom break. Should you encounter any unexpected delays after landing, please let your Chauffeur know. We do ask you to also contact your Chauffeur as soon as you have landed, in order to make arrangements.
The waiting time for you is calculated into the price, but we do appreciate your time management in meeting your Chauffeur as quickly as you are able to. Please read our Flight Management page before booking.
If you find the mistake more than 48 hours prior to the booking, please contact Customer Support via Chat or our contact form. We can easily change the booking for you.
If you find the mistake within 48 hours of your start time, you should still contact us via the contact form; should you already be assigned a Chauffeur, please let them know about your mistake as well. Changes and rectifications to your booking are recommended to be shared with us within 24 hours prior to the booking, as we cannot guarantee administering these within that time. Only once you have received a confirmation of the change by either the Chauffeur, the Chauffeur Manager, and / or Customer Support, your Rectification or Change is official.
Our recommendation for when to schedule the start time of your booking, depends on a few factors.
– Did you fly within the EU? We recommend +20 minutes after your estimated landing time.
– Did you fly International? We recommend +40 minutes after your estimated landing time.
Besides that, please also mind the following:
– If you travel without checked luggage, you don’t need to add any extra time.
– If you travel with checked luggage, add 15 minutes. For every extra checked piece of luggage, add an extra 5 minutes.
– If you travel with children, add 15 minutes.
– If you travel with multiple children, add 5 minutes for every additional child.
– If you or your companion travels with special needs, add 20 minutes.
– If you travel in the High Season (May, June, July, August), add 20 minutes.
We always recommend a Guest to reschedule their booking instead of cancelling if the start time is over 48 hours away. It is only possible to reschedule a booking up until 24 hours prior to the service.
A booking can always be changed to a date and time 48 hours from the original start time, or further away.
Changes that aquire a higher price are made live by our Customer Support Agents and payment details have to be shared. Therefore it is only possible to make such a change while in contact with Customer Support. In cases when this is not possible, we recommend to send us a request to cancel the original booking and to create a new booking. The refund for the original booking will be transferred back to you within 21 days.
Upon request, depending on the availability of the Chauffeur, a booking might be changed within 24 hours to a different time. This is never a guarantee.
For our Luxury Services, Reina Transfers & Tours allows you a free cancellation of the booking up until the starting time. If the Guest doesn’t show up, without any communication with the Chauffeur and / or Reina Transfers & Tours’ Customer Support, they will be charged according to our no-show policy.
Until 2 hours prior to the start time of the booking, Guests of our Premium Service can cancel their booking free of charge. Should the booking be cancelled within 2 hours of the start time, a fee will be deducted from the refund; this fee will be €25,- for a Sedan service and €40,- for a MPV service (per booked vehicle).
A request to reschedule or cancel a booking should always be communicated with the assigned Chauffeur first, before contacting the Reina Transfers & Tours Customer Service. The time we check to calculate possible refunds or fees, is the time of contact with the Chauffeur. Please note that Reina Transfers & Tours Customer Service should also be contacted with your request.
If you are not able to make it to the pick up point in time for the booking, always contact the Chauffeur. Perhaps they are able to pick you up on your way to the pick up point, or they may be able to come up with a different solution.
If you realise you won’t make the scheduled time before you have received the contact information of your designated Chauffeur, please contact Reina Transfers & Tours either via live chat, our contact form, or an email.
Yes. Reina Transfers & Tours prides itself in our excellent service. Our Chauffeurs will always keep track of your flight to ensure they will arrive in time for your transfer.
For our Luxury Service: We wait 90 minutes for you to go through the passport control, gather your luggage, and have a quick bathroom break. Should you encounter any unexpected delays after landing, please let your Chauffeur know. We do ask you to also contact your Chauffeur as soon as you have landed, in order to make arrangements.
For our Premium Service: We wait 60 minutes for you to go through the passport control, gather your luggage, and have a quick bathroom break. Should you encounter any unexpected delays after landing, please let your Chauffeur know. We do ask you to also contact your Chauffeur as soon as you have landed, in order to make arrangements.
The waiting time for you is calculated into the price, but we do appreciate your time management in meeting your Chauffeur as quickly as you are able to. Please read our Flight Management page before booking.
If you are delayed to a different pick up point than at the airport or a train station, you should immediately contact the Chauffeur for a solution. If your delay falls within the alloted waiting, they will wait for your arrival. Please note that their waiting time outside the airport or train station is 45 minutes shorter; your Chauffeur may have another transfer booked and it is possible they cannot wait for longer than 45 minutes for a Luxury Service, or 15 minutes for a Premium Service.
In such cases, please contact our Customer Support – we will try to find a sollution but are not obligated to find a new Service for you, as per our Terms and Conditions.
You will travel in a Luxury Sedan or MPV. For our airport and train station services we:
– Wait 90 minutes for you to arrive in the Arrivals Hall
– Hold up a pick up sign with your name
– Carry your luggage to and into your chosen vehicle
We also:
– Assign you a Chauffeur 24 hours prior to your Service
– Have your Chauffeur contact you 12-24 hours prior to your Service
– Offer a special support number to contact in case of emergency
– Employ impeccably dressed Chauffeurs
– Have Chauffeurs who speaks English (and in many cases also Spanish)
– Offer a tailormade experience up to your requests in your booking
– Have free wi-fi on board
– Gift a care package containing a cotton bag, a cup, a bottle of water, a snack, ear plugs, and seasonal suprise(s) for you to enjoy during your transfer, and hopefully for a long time after
Reina Transfers & Tours understands how important the reduction of our carbon imprint is. Therefore we try to upgrade our fleet to all electric cars. In the meantime, we try to stay sustainable in other ways. You can read more about this here.
We have also chosen two local charities to which we donate €5,- for every transfer. You can read more about this on our charities page.
Another reason for chosing our Luxury Service would be that you will receive €25,- back on your booking if you share your experience on your social media account(s)! You can read more about this on our Social Media Cashback page.
You can get an invoice. At the moment this is not automatic and you will have to request it through Customer Support.
Reina Transfers & Tours is a 24 hours Chauffeur service. You can book a transfer with us any day, any time.
The opening times of our Customer Service are:
Monday – Sunday
10:00 – 13:00
16:30 – 19:30
Our Customer Service is closed on the following dates:
January 1
February 19
March 25
Easter Sunday and Monday (April)
September 11
December 4
December 24 : 16:30 – 19:30
December 25
December 31 : 16:30 – 19:30
For emergency inquiries regarding your booking, you can contact your Chauffeur. An emergency would be a booking starting within the next 24 hours.
It can take up to 48 hours to receive a reply. If your request is regarding a booked service, and this service takes place within the next 24 hours, please contact your designated Chauffeur. If your haven’t been assigned a Chauffeur yet and your service takes place within 24 hours, you can create an emergency ticket, and we will contact you within 8 hours. You can do so HERE. Please be aware that the emergency ticket system is only for emergencies and should only be used for bookings that start within the next 24 hours (or are within the time of the reserved booking time).
If you have a Luxury Service booking, your Chauffeur will contact you between 12 and 24 hours prior to the booking. If your Chauffeur hasn’t contacted you in that time, you can contact Customer Support. Please also refer to your confirmation email – you will find our special support number for Luxury Guests there, for you to contact in case of emergency.
If you have booked a Premium Service, your Chauffeur will contact you between 4 and 12 hours prior to your booking. Please know that if you have received a confirmation email, your Chauffeur will arrive to pick you up. If you are concerned however, you can contact our Customer Support Team and they will reach out to your Chauffeur. Should your booking be outside our office hours, we refer back to our earlier statement that a Chauffeur will arrive to pick you up at the start time of your booking.
We do have alternatives indeed. Depending on your food sensitivities, you can choose whether you wish a replacement (sugar-free / nut-free) or a different treat. We also offer freshly cut fruit. You can make us aware of your food sensitivities during the booking, or contact us after. Please note that alternatives should be known to us 48 hours prior to the start time in order to make the adjustments. You will not be compensated if we do not have enough time to make these adjustments.
No, we do not offer such discounts. It is however possible to waive the Luxury Care package, and pay the clean service fee. You can make a note of this in your booking, and we will refund you the difference.
The €25,- Social Media Cashback is only available for our Luxury Chauffeur Service Guests.
Should you post about Reina Transfers & Tours on your social media (instagram / TikTok / Facebook) and tag @ReinaTours, you will be eligible for this cashback. Please send an email to cashback@reinatours.com with your booking number, the first and last name of the main guest, the social media handle and link we can find your post at.
Once we have confirmed that your post has been up for a week, the cashback will be transferred to the payment method from which the booking was made.
Please be aware that the post itself should be made within 14 days of the end of the booking. The cashback is only available for the Main Guest. Of course, if other Guests of the party wish to post about their experience as well, we would appreciate that! However, do read on, for you are also eligible for our raffle!
If you were a Guest for our Premium Service – or one of the Guests for our Luxury Service, you are not eligible for a cashback.
However, we would appreciate your post about our service as well! You can join our Reina Raffle! Every quarter, Reina Transfers & Tours will randomly pick one social media post, whose owner will receive a voucher for a €25,- discount on any of our services. These vouchers are non-transferable and valid for 1 year. Winners should be able to share their booking number from the past six months, along with the name of the main guest of the booking.
Should these terms not be met, than the voucher will not be granted and another winner will be announced.
There are a few possible reasons for this. It is possible that not enough time has passed for you to receive it. It can take up to five weeks after your booking date for us to transfer the cashback to you.
It is also possible that you made the post later than 14 days after the end of your booking. Your post was made too late to still be eligible.
Perhaps your post was deleted within 7 days of making it. Your post needs to be up for 7 days in order to be eligible for the cashback.
In order to receive the cashback, you should also send an email to cashback@reinatours.com with your booking number, the first and last name of the Main Guest, the social media handle and link we can find your post on.
If none of the above seems to apply to you, please contact our Customer Support with your booking number and the link to your post, for us to investigate.
If you were a guest for our Premium Service – or one of the guests for our Luxury Service, you can join our Reina Raffle.
Every quarter, Reina Transfers & Tours will randomly pick one social media post in which @ReinaTours is tagged. The owner of this account will receive a €25,- voucher for a discount on any of our services. A voucher is non-transferable and valid for 1 year. Winners should be able to share their booking number from the past six months along with the name of the main guest of the booking.
Should these terms not be met, than the voucher will not be granted and another winner will be announced.
When you have gone through the booking and filled in your contact details, you will be able to submit the voucher code on the final Summery page, as the coupon code. This is step 4 in the booking process. TMake sure to check whether the amount is deducted from the total payment on this page before going through to the payment page.
Please contact your assigned Chauffeur as soon as possible and ask them to check their Sedan / MPV for the item. Should they not be able to find the item, please contact our Customer Service with details about your ride and about the lost item. Please enclose a picture of you with the item before you lost it and proof of the monetary value of the item.
Reina Transfers & Tours is a Chauffeur Service. When you make a booking, you buy the a seat in the reserved vehicle from us.
Anytime one buys a product, either online or in real life, a payment has to be made. This is no different for the Chauffeur services we offer. Your booking number is your proof of buying the product – the Chauffeur Service.
You could compare our services with airlines. When you book a flight, you have to pay immediately; it is not possible to pay after you’ve landed.
You can file your complaint via the contact form, or by sending an email to concerns@reinatours.com
We will respond to your complaint within 48 hours.
€5,- of all Luxury Service bookings will go to one of our chosen charities. You can pick between them yourself or you can choose to devide the amount between both charities.
Every quarter, or every €500,- received for a charity (whichever comes first), we will transfer the amount to the charities we picked.
The environment and sustainability are important pillars in Reina Transfers & Tours’ believes. It is our goal to be a Chauffeur Service with zero emission – and wherever possible, we try to compensate for the kilometers we drive each day. Therefore, we have picked two charities we believe are perfect in supporting our goals!
Of course we like to travel in luxury; however, that does not mean that the earth needs to suffer for our indulgements.
Unfortunately, that is not a possiblity. If you travel with Reina Transfers & Tours, you will compensate our emission.
We have carefully picked these two charities, which we think are perfect for our company. However, please feel free to send your ideas via our Contact Form and we will look at them. Perhaps they will be a match in the future!
Yes. We are very well aware of this. That is exactly why we do try to promote sustainability as much as we can; by doing so, and doing our best to lead as an example, Reina Transfers & Tours hopes to create a better future in which the environment doesn’t even have to be a considering factor anymore when travelling, because better alternatives for the emision we cause have long been found.
We are firm believers in the idea that a better life starts with yourself – by being aware, and making amends where possible. Life doesn’t have to be devoid of Luxury in order to be good.