Booking terms and conditions.

Who we are, and what these terms cover

1.1 These terms are between, organisatio of trading as Arlanda Airport Transfer and operating under Swedish taxi traffic permit. In these terms “we” and “us” mean that company, and “you” means the person who makes the booking.

1.2 They apply to every transfer, hourly chauffeur hire, private tour and group movement we accept, whether booked through this website, by telephone, by email or by WhatsApp.

1.3 If you book on behalf of somebody else, you confirm you are authorised to accept these terms for them, and you remain responsible for payment. If you book as a business, clause 23 also applies.

1.4 Where you are a consumer, nothing in these terms reduces the rights Swedish law gives you. If any clause here conflicts with a mandatory consumer protection, the law wins and the rest of these terms continue to apply.

Making a booking

2.1 A booking request is not a contract. The contract forms when we send you a written confirmation by email or message, quoting a booking reference, the vehicle class and the fare. Until then, nothing is reserved.

2.2 We confirm bookings 24 hours a day. If you have not received a written confirmation, you do not have a booking — please ring us rather than assume.

2.3 † Where you place an order through this website, we will make clear before you commit that the order carries an obligation to pay, and the ordering button will say so unambiguously. This reflects 2 kap. 9 § distansavtalslagen (2005:59), which applies to passenger transport contracts.

2.4 We may decline a booking — for example where no vehicle of the class you need is available, where the journey cannot be performed safely, or where a previous booking of yours remains unpaid. If we decline, we say so promptly and take no payment.

2.5 You must be 18 or over to make a booking. Passengers may be of any age, subject to clause 12.

Short-notice bookings

3.1 We take same-day and last-minute work whenever we have a vehicle, but availability inside two hours of pickup is not guaranteed and neither is a specific vehicle class.

3.2 For short-notice bookings, ring or message us rather than using the website form — a form sitting unread is not a booking, and clause 2.1 applies.

3.3 We generally advise 24 hours' notice to guarantee the vehicle class, more for journeys beyond 100 km, for group movements and during the February sportlov weeks and the summer cruise season.

The price, and what it includes

4.1 Transfer fares are calculated from our published rate card: a base fare plus a rate per kilometre driven, rounded up to the nearest 5 SEK, subject to a minimum fare for each vehicle class. The card is published in full on the transfers page, so you can reproduce any quote we send.

4.2 The confirmed fare includes VAT, tolls, the Stockholm congestion charge, the Arlanda access charge, parking, luggage handling, meeting you inside the terminal, and the free waiting time in clause 9.

4.3 The fare does not change after confirmation. It does not move for traffic, for the route the driver takes, for the hour the journey actually runs, or because the day turns out to be busy. Only three things can alter it, and each requires your agreement in advance:

1. a change you ask for — an extra stop, a different address, a larger vehicle (see clause 6);
2. the night surcharge between 23:00 and 05:00, where it applied and was shown at booking; and
3. waiting beyond the free period in clause 9.

4.4 Journeys beyond about 150 km are quoted individually rather than taken from the card, and confirmed in writing before you commit.

4.5 Hourly chauffeur hire is charged at the published hourly rate with a four-hour minimum and 20 km included per hour; distance beyond that is charged at the transfer per-kilometre rate for the vehicle class.

4.6 Prices shown on route pages are starting from figures for the vehicle class stated. The binding figure is the one in your written confirmation.

4.7 Where a vehicle carries a taximeter, the price information required by Swedish law — including the jämförpris on the yellow sticker — is displayed on it. That display does not replace your confirmed fixed price; if the two ever appear to disagree, your written confirmation governs.

Payment

5.1 Unless we have agreed an account, payment is taken by card at or before booking, or by a payment link we send you.

5.2 No money changes hands in the vehicle. The fare is settled between you and us before you travel. A driver asking you for payment at the kerb is a serious problem — do not pay, and tell us immediately on +46 72 786 06 89.

5.3 We issue a receipt for every journey. Businesses can have an invoice instead under clause 23.

5.4 Where an account is agreed, invoices are payable on the terms in that agreement. Late payment carries interest at the rate set by räntelagen (1975:635) and may suspend further bookings on the account.

5.5 Refunds are made to the original payment method, normally within five working days of us agreeing them.

5.6 Where we need to verify a card we may place a temporary authorisation hold for a small amount, which is released automatically. We do not store your full card number; our payment provider does.

Changing a booking

6.1 Tell us as early as you can, by phone, email or WhatsApp, quoting the booking reference. Changes are not effective until we confirm them in writing.

6.2 Changes of time made more than 4 hours before pickup carry no charge, subject to a vehicle being available.

6.3 Changes that alter the journey — a different address, an added stop, a larger vehicle class, more passengers or luggage — are re-priced from the same published card and re-confirmed in writing before they take effect. We do not add a change fee on top.

6.4 Changes requested on the day, to the driver, are subject to the driver's remaining schedule and to the new fare being agreed with us before the journey continues.

Cancelling — by you

7.1 You can cancel at any time by phone, email or WhatsApp, quoting the booking reference. The charge depends on how long before the scheduled pickup we receive it:

7.2 For group and event movements, for hourly hire and for journeys beyond 150 km, a vehicle is committed for most of a day and separate cancellation terms are stated in that booking's written confirmation. Where they differ from 7.1, the confirmation governs — and we will draw your attention to it before you book, not afterwards.

7.3 † No statutory cooling-off period applies. Under 2 kap. 1 a § tredje stycket distansavtalslagen (2005:59), contracts for the transport of persons are outside almost all of the distance-selling rules, and there is no 14-day right of withdrawal for a booking like this. The policy in 7.1 is therefore a term we offer, not a legal minimum — we mention this because several competitors imply a statutory right that does not exist.

7.4 If you simply do not appear, clause 9 applies rather than this one.

Cancelling — by us

8.1 We cancel only when we must. If we do, you get a full refund, and we will try to arrange an alternative vehicle first — at our cost where the substitute is dearer.

8.2 If we judge conditions genuinely unsafe for the journey you have booked, we will tell you before you set out and refund rather than attempt it. We would far rather have that conversation than put a car onto a road it should not be on.

8.3 We may end a journey in progress where a passenger's behaviour makes it unsafe or unlawful to continue (see clause 15). In that case the fare is not refunded.

8.4 Where we cancel and the fault is ours, we will also cover reasonable and foreseeable direct costs you incur as a result, subject to clause 19.

Waiting time, flight tracking and no-shows

9.1 We track your flight number from the moment you book. Free waiting runs from actual touchdown, not from the scheduled time, so a late aircraft costs you nothing and you need tell us nothing.

9.2 Beyond the free period, waiting is charged per started 15 minutes at one quarter of the hourly rate for that vehicle class, and only after we have tried to reach you.

9.3 If you are held up in immigration, at baggage reclaim or in a queue, send one message. We will wait, and we will not start charging while we know where you are.

9.4 No-show. If you have not appeared by the end of the free period and cannot be reached on the number given at booking, the driver may leave and the booking is treated as a no-show, with the full fare due. We will attempt to contact you at least twice before leaving. A single phone call at any point keeps the booking alive — a no-show means we could not find you, not that you were late.

9.5 Waiting on a departure journey is not affected by any of this: the pickup time is the one we agreed, and we build the airport's own margins into it.

Getting the booking details right

10.1 We rely on what you tell us. Please check the date, time, flight number, terminal, full address including entrance or door code, passenger count and luggage count on your confirmation as soon as it arrives.

10.2 Where a journey fails or costs more because a detail you supplied was wrong — the wrong airport, the wrong date, an address that does not exist — the fare remains due and any additional distance is charged from the published card.

10.3 Where the error is ours — a mis-transcribed terminal, a wrong vehicle class, a pickup entered on the wrong day — it is our cost to carry, not yours, and we will say so.

10.4 Give us a mobile number that works in Sweden and is switched on when you land. It is the single most common cause of a missed pickup.

Luggage and vehicle capacity

11.1 Vehicle capacities are stated on the fleet page and are limits, not suggestions. A sedan takes three passengers and three large cases; a V-Class six passengers with luggage; a Sprinter up to fourteen.

11.2 Tell us the real luggage count at booking, including hand baggage, pushchairs, instruments, golf bags, skis and boards — a pair of skis is not a suitcase and changes which vehicle we send.

11.3 If the luggage or passengers presented exceed what was booked, we will do what we can, but we may have to send a second vehicle at the published fare or decline the excess. We would rather size it correctly at booking.

11.4 Luggage travels at your risk. We handle it carefully and our drivers load and unload it, but we ask you to keep valuables, documents, medication and electronics with you in the cabin.

11.5 We cannot carry anything unlawful, or anything dangerous, hazardous or offensive.

Children and young passengers

12.1 † Swedish law requires children shorter than 135 cm to use a child restraint suited to their size, and everyone in the vehicle must wear a seat belt. We supply child and booster seats free of charge — but only if you request them at booking and tell us each child's age and height.

12.2 If a seat was not requested and a child cannot travel safely without one, we cannot carry that child, and the booking is treated as a no-show under clause 9.4. This is not a policy we can flex: it is the law and it is the child.

12.3 You are responsible for fitting your own seat if you bring one, and for supervising children throughout the journey.

12.4 Passengers under 18 travelling alone must be booked by a parent or guardian, who must give us a contact number reachable for the whole journey and confirm who will meet the passenger at the other end.

Accessibility and assistance

13.1 Tell us what you need at booking — a folding wheelchair, a walking frame, help to and from a door, extra time, a driver who will carry bags to a room. None of it costs extra, and we would much rather know in advance than improvise at the kerb.

13.2 Not every vehicle can take a non-folding wheelchair or a mobility scooter. Ask us before booking and we will tell you honestly whether we can do it, and arrange a suitable vehicle where we can.

13.3 Assistance animals travel free and are always welcome; see clause 14.

13.4 We do not refuse service on the grounds of disability, ethnicity, religion, gender, gender identity, sexual orientation or age. If you feel you have been treated otherwise, clause 22 tells you how to raise it, and we want to hear about it.

Animals

14.1 Assistance dogs travel free and without prior notice in any vehicle.

14.2 Other pets are welcome by prior arrangement. Small animals should travel in a carrier; larger dogs need a vehicle with suitable space, so tell us the breed and size at booking.

14.3 Where an animal soils or damages a vehicle beyond ordinary use, clause 15.5 applies.

Conduct in the vehicle

15.1 Seat belts are compulsory for every passenger, in every seat, by Swedish law. The driver may decline to move until they are worn.

15.2 No smoking or vaping in any vehicle, at any time.

15.3 Alcohol may not be consumed in the vehicle. We will carry a passenger who has been drinking; we will not carry one who is unsafe, abusive or unable to be roused.

15.4 We may refuse or end a journey where behaviour is threatening, abusive, unlawful or unsafe, or is directed at the driver. In that case the fare is not refunded and we may report the matter.

15.5 † Where a passenger causes soiling or damage beyond ordinary use, we may charge the reasonable, documented cost of cleaning or repair, plus lost bookings while the vehicle is off the road. We will send you photographs and the invoice — we do not levy a fixed “valet fee” plucked from a schedule.

15.6 Please treat the driver as you would like to be treated. Nearly all of them are doing a night shift.

Your driver, and if something is wrong

16.1 Every driver carrying you holds a Swedish taxiförarlegitimation, and every vehicle operates under a valid taxitrafiktillstånd with current traffic insurance.

16.2 Your driver will be inside the arrivals hall with a name board at the meeting point for your terminal. Nobody from us will approach you elsewhere in the airport. If someone offers you a ride in the terminal, in a queue or at the kerb, they are not from us, whatever they say and whatever name they use.

16.3 Drivers do not drink, use drugs, or drive while impaired or beyond their lawful hours. If you believe otherwise, do not travel — ring us at once on +46 72 786 06 89 and we will arrange another vehicle at our cost.

16.4 If anything about the journey is wrong — the vehicle class, the route, the driver's conduct, a request for money — tell us while it is happening if you safely can. Almost everything is fixable in the moment and almost nothing is fixable a week later.

Partner operators

17.1 When our own vehicles are committed, a booking may be performed by a partner operator we have vetted — permit, insurance, F-skatt and driver licence checked, and a vehicle seen and a driver met before any passenger travels.

17.2 Where that happens we tell you, and we give you the driver's name and the vehicle. We do not present a subcontracted car as our own.

17.3 Your contract remains with us. The price does not change, these terms still apply, and if something goes wrong you deal with us rather than being sent to somebody else's complaints department.

Delays and events outside our control

18.1 Journey times on this website are estimates in normal conditions. Traffic, weather, roadworks, accidents and airport congestion all move them.

18.2 We build margin into pickups rather than driving faster, and in winter we bring the pickup forward when it snows. Winter tyres are fitted through the season at no extra charge, and there is no winter, holiday or weekend surcharge on any route.

18.3 We are not liable for failing to perform where the cause is genuinely outside our reasonable control — severe weather, road closure, strike, civil emergency, an act of a public authority, or a failure of the airport or a port. Where that happens we will tell you as early as we can and refund the fare for a journey not performed.

18.4 Please allow sensible time for a flight or sailing. We cannot be responsible for a missed departure where the delay was outside our control — and we would much rather advise you on a pickup time than be asked to make one up.

Liability

19.1 † Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded — including your mandatory rights under Swedish consumer law.

19.2 Subject to 19.1, we are liable for loss or damage that is a foreseeable consequence of our failing to perform the service with reasonable care and skill.

19.3 Subject to 19.1, we are not liable for indirect or consequential loss — a missed flight, a missed sailing, a lost night's accommodation, a lost business opportunity — where the cause was outside our reasonable control.

19.4 Every vehicle carries the traffic insurance (trafikförsäkring) Swedish law requires. Injury claims arising from a road traffic accident are dealt with under that insurance and the relevant Swedish legislation, and nothing here affects them.

19.5 For business customers, and only for them, our total liability for any one booking is limited to the fare paid for it.

Lost property

20.1 Tell us as soon as you notice, with the booking reference, and we will ask the driver and search the vehicle the same day where we can.

20.2 We hold found property for three months and will arrange its return, by courier at cost or by collection.

20.3 We take care but cannot accept responsibility for items left behind. Please check the seat and the footwell before you close the door — phones and passports live in that gap.

Personal data

21.1 We collect only what a journey needs: name, contact details, addresses, flight number, and any accessibility or child-seat requirement you tell us about. The privacy policy sets out the detail.

21.2 We share those details with the driver performing your journey, including a partner operator under clause 17, and with our payment provider. We do not sell your data and we do not pass it to anyone else without a legal obligation.

21.3 You have the rights the GDPR gives you — access, rectification, erasure, restriction, portability and objection. Write to info@arlandaairporttransfer.com, or complain to Integritetsskyddsmyndigheten (IMY) if you are not satisfied with our answer.

Complaints and disputes

22.1 Write to info@arlandaairporttransfer.com with the booking reference and what went wrong. We acknowledge within one working day and answer within five. Complain as soon as you reasonably can after the journey.

22.2 † If we cannot resolve it, you may refer the dispute to Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes, at arn.se. ARN examines a dispute where the claim exceeds the value threshold for its category — 750 SEK in the general category, which covers transport — where you refer it within one year of first complaining to us, and where we have rejected the claim or failed to answer. A 150 SEK filing fee applies. We follow ARN's recommendations.

22.3 The EU Online Dispute Resolution platform closed on 20 July 2025 and is no longer available. Many transport terms still link to it; ARN, or the European Consumer Centre (ECC Sweden) for cross-border disputes, are the routes that actually work.

22.4 You can also take a dispute to the Swedish courts under clause 26. Going to ARN first does not remove that right.

Business, trade and group bookings

23.1 Where you book as a business, travel agent, DMC or event organiser, the consumer protections in these terms do not apply to you, and the specific terms of your account or booking confirmation take precedence over anything here that conflicts.

23.2 Corporate accounts are invoiced monthly on the agreed terms, with any volume discount applied to the monthly total excluding VAT.

23.3 Group and event movements may require a deposit and carry their own cancellation schedule, both stated in the written confirmation before you commit. Clause 7.2 applies.

23.4 Trade partners booking on behalf of a traveller are responsible for passing these terms to that traveller and for the accuracy of what they give us under clause 10.

23.5 Refunds on an invoiced account are normally applied as a credit against the next invoice rather than repaid separately, unless you ask otherwise or the account is closing.

The website and its content

24.1 The text, design, photographs, rate cards and route information on this website are ours, and are protected by Swedish copyright law (lag 1960:729) and equivalent laws elsewhere. You may read, print and share pages for your own use; you may not republish them commercially or scrape them systematically.

24.2 We work hard to keep prices, distances and journey times accurate and we correct them when they move. They can still be wrong, and the binding figure is always the one in your written confirmation, not the one on a page.

24.3 If you believe content here infringes your rights, write to info@arlandaairporttransfer.com with the details and we will investigate and, where appropriate, remove it.

24.4 You may not use this website to attempt fraud, to interfere with its operation, or to make bookings you do not intend to honour. Clause 25 sets out what happens if you do.

24.5 We may change, suspend or withdraw any part of the website without notice, and we do not promise it will always be available. None of that affects a booking we have already confirmed, which stands on your written confirmation rather than on anything published here.

Fraud, chargebacks and misuse

25.1 We may refuse or cancel a booking, and suspend further bookings, where we reasonably believe it involves a stolen or unauthorised card, a false identity, or a deliberate attempt to obtain a journey without paying for it.

25.2 Where a payment is reversed or charged back after a journey has been performed, the fare remains due, and we may recover it together with any bank charges and, for business customers, interest under clause 5.4.

25.3 Raising a chargeback is not a substitute for complaining to us. If something went wrong, clause 22 is faster, costs you nothing, and we would rather refund you directly than argue with a bank.

25.4 We report suspected fraud to the police and to our payment provider. We do not otherwise share your details for this purpose.

Confidentiality

26.1 Drivers and staff do not discuss passengers, destinations or anything overheard in a vehicle. This matters most for corporate and chauffeur work, where the passenger list, the destination and the conversation may all be commercially sensitive — but it applies to every journey.

26.2 Where you have an account with us, each side keeps the other's commercial terms confidential — rates, discounts and volumes are not disclosed to third parties except where the law requires it.

26.3 Nothing here prevents you from telling anyone about your own journey, reviewing us publicly, or reporting us to an authority. A confidentiality clause is not a gag, and we will not use one as one.

26.4 Where a separate non-disclosure agreement is signed for an account or an event, that agreement takes precedence over this clause.

Indemnity — business customers only

27.1 † This clause does not apply to consumers. It applies only where you book as a business, travel agent, DMC or event organiser under clause 23.

27.2 Where you book as a business, you will indemnify us against claims, losses and reasonable costs arising from your breach of these terms, from information you gave us that was wrong under clause 10, or from the conduct of passengers you booked in.

27.3 That indemnity does not extend to anything caused by our own negligence or breach, and is subject to clause 19.

27.4 We have deliberately not written a consumer-facing indemnity. An indemnity given by a consumer to a business would in our view be an unfair contract term under Swedish and EU consumer law, and we would rather not include one than include one we could not enforce.

No waiver

28.1 If we do not enforce a term on one occasion — we waive a late cancellation charge, we wait longer than clause 9 requires, we absorb a cost that was not ours — that is a one-off, not a change to these terms, and it does not stop us relying on the same term another time.

28.2 Equally, it does not mean we were obliged to do it. We would rather have the freedom to be generous than write a clause that makes generosity binding.

Changes to these terms

29.1 We may update these terms. The version in force is always the one published here, with its version number and date at the top of the page.

29.2 The terms that apply to your booking are the ones in force when we confirmed it, not the ones in force when you travel. A change we make afterwards does not reach back into a booking you have already made.

Governing law, and how to reach us

30.1 These terms and any booking under them are governed by Swedish law. Disputes may be heard by the Swedish courts, beginning with Stockholms tingsrätt.

30.2 If you are a consumer resident in another EU or EEA state, this does not deprive you of the protection of mandatory consumer rules in your own country, or of your right to bring proceedings there where the law allows.

30.3 If any clause is held unenforceable, the rest continue in force.

30.4 These terms, together with your written booking confirmation, are the whole agreement between us about that booking.

30.5 Reach us any hour of any day:

1. Telephone and WhatsApp: +46 72 786 06 89
2. Email: info@arlandaairporttransfer.com