If the vehicle or driver you reserved is not at the location mentioned in the self-service portal or on the voucher, please first contact the transfer partner. The number for the transfer partner can be found in the self-service portal or on the voucher. In the unlikely event that the transfer partner does not answer your call, you can call our emergency number that can be found in the self-service portal or on the voucher. 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 transfer partner. 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 refund your money in the next days. If you have a problem and you cannot solve it with the transfer partner, please let us know. If you call us later or email us after the event, we won't be able to assist you any more. Complaints must always be reported within 14 days, otherwise it can not be processed any more.