frequently askedquestions

Does AeroCITY only provide services in Madrid and Barcelona?

No. At present, AeroCITY operates in Madrid Area to/from Madrid Barajas Adolfo Suarez airport, in Barcelona area (City and surroundings including Costa Brava) to/from Barcelona El Prat Airport, Alicante area (city and Costa blanca, including Benidorm) to/from Alicante-Elche Airport and Malaga area (city and Costa del Sol). However, in cooperation with "Ares Móbile" company, we offer chauffeured vehicle rental services under the "Ares Móbile" brand throughout Spain and the world"s main cities. Please visit www.aresmobile.com or call +34 917477570 or email us vía our Contact Form. Up

I need to be picked up from outside of the city, can I contract the AeroCITY service?

The AeroCITY Shuttle service covers a wide geographical area, including many near municipalities, specially in coastal areas such as Barcelona-Costa Brava and Alicante-Costa Blanca. However, if your pick-up or destination point is outside of it, our company offers, in cooperation with "Ares Móbile" Company, chauffeured vehicle rental services which cover all of Spain and Europe: please visit our partner www.aresmobile.com for more information or just see an automatic quote in this website where you will be offered all services available from your origin to your destination, including Ares Mobile service, without any purchase obligation.Up

What time do the vehicles leave the airport?

The AeroCITY service is not a regular service with predetermined departure and arrival times, rather it is an “on-demand” service, in which the user decides when and where to be taken. We inform you that our rates are slightly increased for night services. All services from and to the airport, between 22:00 and 06:00 will have that extra charge applied. For further information, please contact our customer service and bookings team +34 917477570.Up

Can AeroCITY take me to the door of my hotel or place of residence?

Yes, it is a “door to door” service, unless due to reasons of physical accessability for vehicles, it is not possible to reach the point of origin or destination of each service.Up

What are the booking and service opening hours?

You can make a booking 24 hours per day, every day of the year. However, we recommend that you book as far in advance as possible in order to guarantee the availability of the service. In addition, our vehícles are available to render services 24 hours per day, all year round. However, the availability of vehicles during the night may be limited, and as such we kindly ask you to book as far in advance as possible.Up

How many items, and what dimensions, of luggage can I take?

The rate includes the transportation of one item of luggage and one item of hand luggage per person. Each aditional item of luggage will incur an extra charge that shall be paid directly to the chauffeur. If each passenger is carrying more than one additional item of luggage, or an oversized item of luggage, such as bicycles, surfboards, skis, etc, the “Express” service should be contracted. In addition, the customer is the sole responsible of her/his luggage and personal belongings during the service. Drivers won´t take any responsabilities whatsoever. Drivers will be responsible of placing the luggage in the vehicle only in the case that the doors are locked, otherwise, they won´t be allowed to get out of the vehicle.Up

Can I take pets?

Yes, provided that they are placed in the boot inside regulation boxes that are of a size that can fit in. In this case, the “Express” service should be contracted.Up

What is the difference between a non-exclusive and an “express” service?

Customers who contract an “Express” service shall have private use of the vehicle and a direct route to their destination. In other cases, a non-exclusive contract means that the vehicle can make up to a maximum of 3 stops on route to the customer's destination, and that the customer shall travel in the vehicle with other people, who have a similar point of origin and/or destination.Up

Where will I get picked up at the airport?

Customers who have made a prior booking must contact our agents (or booth/stand) or central booking office upon arrival at the Airport (the exact airport wise information will be included on the reservation confirmation), once they have passed through customs, if applicable, and collected their luggage. They can also contact us by calling the 24h phone number +34 91 747 7570 from the Airport. A nearby driver will come to pick you up at the airport exit with a maximum wait of 30 min. Our staff will be happy to give you clear instructions about contacting the chauffeur. If you rather would like our chauffeur to wait for you holding a sign with your name at the arrivals lounge of your flight, we kindly ask you to book with our partner company “Ares Mobile” chauffeured service, either selecting one of the Ares Mobile services offered while booking in our web or at www.aresmobile.com. If you have not booked the service previously, you can always book through you phone; call us once upon arrival to the phone +34 917477570 where our multilingual reservations staff will assist you 24/7 365 days. NOTE: In both cases, you will be asked to submit your credit card information as guarantee for the service.Up

What happens if my flight is delayed?

You must notify us vía email (with delivery notification) or phone once you are informed of the delay, in order to avoid undesired charges due to this reason (no-shows). Our staff shall take note of the delay and try to reorganise your pick-up.Up

How far in advance should I depart for the airport?

Our company follows the recommendations of AENA (Spanish Airport Authority) and the relevant airlines. Consequently, you should arrive at the airport at least one hour before your domestic flight or two or three hours before your flight if it is an international one, depending on the destination. The duration of the route between the pick-up point and the airport shall depend on the distance to be traveled, the time and date of the service and whether the service rendered is non-exclusive or “Express”. The correct pick-up times will be offered at the time of booking offering a few alternatives and the desired times scheduled by customers must always be confirmed by our company, in order to guarantee your arrival at the airport in time.Up

What happens if I need to cancel the service?

You may cancel your reservation by accessing our booking page and clicking on the “Verify or Cancel” reservation button; you will need to enter your reservation locator number and/or other information requested. A cancellation confirmation will be emailed to you right away. Customers that have no access to our web page or prefer not to do so and want to cancel a service must contact our central booking office. You can contact us 24 hours per day by calling 902 15 16 54 ins Spain (or +34 917477570 from a foreign telephone). In any case we have to receive a written cancellation either by fax or email in order to process it; you should always receive a cancellation confirmation by email in order to consider it processed. For cancellations received in writing in advance of more than 24 hours of service provision, no amount will be charged and we will refund to the Customer the full amount paid. In advance cancellations received more than 12 hours and less than 24 hours, 50% of the tariff will be kept as cancellation fee and the rest will be reimbursed. On cancellations received 12 hours or less, our company shall not refund any amount.Up

How can I contact AeroCITY?

Please visit our Contact Form or call us 24h at 902151654 (+34 917477570 from a foreign phone).Up

What happens if my flight is cancelled?

If your flight is cancelled, contact us by calling from Spain at 902 15 16 54 (or +34 917477570 from outside Spain or foreign mobile phone) to avoid charges for a no-show. We are at your service 24 hours per day. Cancellation charges may apply depending on advance time of cancellation.Up

What happens if I need to change my booking?

If you need to make a change in your booking you may modify your reservation by accessing our booking page and clicking on the “Verify or Cancel” reservation button; you will need to enter your reservation locator number and/or other information requested. A booking modification confirmation will be emailed to you right away. Customers that have no access to our web page or prefer not to do so and want to modify a service must contact our central booking office. You can contact us via email during office hours or 24 hours per day by calling 902 15 16 54 in Spain (or +34 917477570 from a foreign telephone). We are at your service 24 hours per day.Up

Can I change the point of destination at the last minute, upon arrival at the Airport?

You may do so (if availability of vehicle permits it) by calling 24h at 902 15 16 54 in Spain (or +34 917477570 from a foreign telephone) for information.Up

How far in advance do I need to make my booking?

We recommend that you book as soon as possible although you may try do so up to 12h in advance of time of service (subject to vehicle availability).Up

Are there seats available for children under the age of 12?

We provide seats for children upon prior request. (This extra service is submitted to units available in that moment). Passengers travelling with children, must book an Express service.Up

What types of vehicles are used?

For AeroCITY services we use Minivan vehicles no older than 2 years. We do also offer Ares Mobile services for which we have a wide range of vehicles, and can provide you with various types of cars and luxury minivans as well as minibuses and coaches of different capacities, depending on your requirements.Up

If the number of people requiring the service increased at the last minute, how far in advance would I need to notify you of this?

If the number of passengers in your party increases, you may do so by calling 24h at 902 15 16 54 in Spain (or +34 917477570 from a foreign telephone), in order to provide you with the vehicle that meets your requirements (if availability of vehicles permits it). The orientative time limit is 6 hours before the service starts.Up

What is the maximum number of passengers that Aerocity can be contracted for?

The Express service would need to be contracted if there are more than 7 people (or various shared ones). For up to 14 people, 2 Express services would be necessary (or more shared ones). See our online tariff with on purchase obligation for more information and to compare prices.Up

Can the Aerocity service take me to any destination I choose?

The Aerocity service has some geographical restrictions, if your point of origin or/and destination is outside of the area covered, you must book with our partner Ares Móbile either on this same web (it will be offered by default if no AeroCITY shuttle service is available) or at www.aresmobile.com.Up

What AeroCITY destinations do you offer in Costa Brava?

As an example, we do offer AeroCITY Express shuttle service from/to Barcelona El Prat Airport to/from hotels in Sitges, Calella, Lloret de Mar, Cambrils, Salou... If your pick-up or destination point is outside of the Barcelona Costa Brava area served by AeroCITY, our company offers, in cooperation with "Ares Móbile" Company, chauffeured vehicle rental services which cover all of Spain and Europe: please visit our partner www.aresmobile.com for more information or just see an automatic quote on this website where you will be offered all services available from your origin to your destination, including Ares Mobile service, without any purchase obligation. You always may as well contact us 24h. Visit our Contact Form or call us at 902151654 (+34 917477570 from a foreign phone).Up

What AeroCITY destinations do you offer in Alicante and Costa Blanca?

As an example, we do offer AeroCITY Express shuttle service from/to Alicante-Elche Airport to/from private addressees and Hotels in Alicante, Alcoy, Altea, Benidorm, Calpe, Denia, Jave, La Manga del Mar Menor, San Juan, Santa Pola, Torrevieja, Villajoyosa, etc...Up

What destinations does AeroCITY offer in Costa del Sol.

Our company offers, in cooperation with "Ares Móbile" partner Company, airport transfers as well as chauffeured vehicle rental services which cover, as an example, Málaga, Marbella, Fuengirola, Estepona, Guadalmina, San Pedro de Alcántara, Sotogrande, Benalmádena, Mijas, Motril, Almuñecar, Torremolios, Tarifa, etc., as well as all of Spain and Europe. If your pick-up or destination point is outside of the area served by AeroCITY, you will be offered all Ares Mobile services available from your origin to your destination.

You may visit our partner www.aresmobile.com for more information or just see an automatic quote on this website where you will be offered all services available from your origin to your destination, including Ares Mobile service, without any purchase obligation. You always may as well contact us 24h. Visit our Contact Form or call us at 902151654 (+34 917477570 from a foreign phone).Up