frequently asked questions

We are added main questions

Before You Book

Absolutely No, we only offer private transfers, so the price you pay reserves the vehicle exclusively for you or your group.

Yes we can provide you with an invoice if required. Please contact us after making your booking to request an invoice.

Our prices include one bag or suitcase per passenger seat (based on a maximum combined size of 158cm, length + width + height) per item. All luggage must be declared when the booking is being made. Smaller items that fit in the passenger footwell (e.g. a laptopcase, handbag or small shoulder bag) do not need to be declared. The passenger shall be liable for all expenses incurred should additional vehicles be required to transport non-declared excess luggage. Extra luggage as well as bulky items could be charged. Contact our Customer Service Center for more details.

Sedan (1-3) Transfer service carried out by regular taxi cars (sedan). The vehicles can usually be recognised as taxis. Each car can carry a maximum of three persons and 5 suitcases. Exclusive (1-3) For travellers who appreciate convenience and efficiency at an affordable price. Well-equipped sedans are used, such as Toyota Corolla Fielder. Minivan (1-7)/Minibus (7-28) Minivans are vehicles for transporting groups. These vehicles can also be used in Economy and Business class. Transportation by minivan is for a maximum of seven to eight persons and standard-sized pieces of luggage. It is possible to book a coach for up to 55 persons plus luggage. Special requests, such as child seats, are subject to availability and can be booked at request. Should you require additional care, please inform us at the time of your booking. Toll roads, parking and any other fees are included in the transfer price.

Payment is done on arrival at your destination either in Kenya Shillings, American Dollars, UK Pounds or Euro.

If you require wheelchair space, you should always book a minivan.

You can contact us by email or phone, our full details are available on our contact page. Our Customer Service Center is open during business hours. If your enquiry is urgent, please call us for the quickest response.

Although you may book your transfer(s) online up to 10 hours before your travel date, we recommend that you book as early as possible. By booking your transfer(s) early, you have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season. Please call our Customer Service Center if you need a transfer within 6 hours.

After Booking

Your booking is completed you will receive a confirmation email explaining where to meet your driver, along with other useful information including our Customer Service Center numbers.

Yes. Please inform our Customer Service Center as soon as possible to confirm availability of a more suitable vehicle. There may be an additional charge to pay if you require a larger vehicle.

To avoid impersonation, you will be required to hand the driver a printout of your booking confirmation email.

If you have any trouble locating your driver, please contact the driver directly at the telephone number on top of your booking confirmation email. If you are not able to reach him, just call our Customer Service Center numbers also printed on your booking confirmation email and we will immediately assist you.

In most cases we will be able to reschedule your transfer without a problem. However, if it is a busy time of the year, it is possible (but unlikely) that we may not have availability for your new transfer time. Please contact us the moment you know about your change in schedule to allow us sufficient time to reorganize your transfer. If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.

During The Trip

If the vehicle or driver you reserved is not at the location mentioned on the booking confirmation email, please first contact us through the number indicated on booking confirmation email.  Please be patient and allow the driver at minimum 20 minutes to arrive. Before leaving the pickup point, you need to let us know. We will try to resolve your problem as soon as possible by contacting the driver. If that is not possible, we will try to find and book alternative transportation for you. Should this not be possible at all, we will offer a free ride next time you need taxi services in Nairobi. Please note, if you have a problem, always call us so we can look for a solution. If you call us later or send us an email after the event, we won’t be able to assist you anymore.

If your luggage is lost, please contact the driver directly at the telephone number on top of your booking confirmation email and inform him/her what happened. Depending on how much time is needed to report that you luggage was lost, the driver can either wait for you, or you can cancel the ride. The driver will then tell you whether additional waiting costs will be charged. If so, this will be charged by the driver directly. Should you decide to cancel the ride instead of asking the driver to wait, the full fare will still be due and cannot be refunded. If you are unable to reach the driver, please contact our Customer Service Center.

After The Trip

First, please contact the driver directly at the telephone number on your booking confirmation email and inform him what happened. We will do everything we can to repatriate your lost luggage to you, either to your place of residence, your hotel or to your home address. Please note that any fees incurred will have to be paid after the luggage is sent back to you by courier.

We activey welcome our customers’ comments and suggestions, and treat them as a valuable insight as to how to improve our service. You can also email us with your comments: admin@klimacabs.co.ke