This document sets out the general terms applicable to the passenger transport and airport transfer services provided by S.C. DIRECT AEROPORT S.R.L., through the website www.direct-aeroport.ro, by telephone booking, through the contact form or through any other booking method made available to customers.
By making a booking, purchasing a ticket, presenting for boarding or using our services, the passenger declares that they have read, understood and fully accept these Terms and Conditions of Travel.
For questions, suggestions or complaints, you can contact us at 0731 503 503 or by e-mail at office@direct-aeroport.ro.
For passenger safety, all our vehicles may be subject to video monitoring, in accordance with the law.
For the smooth operation of the transfer to and from the airport, passengers are required to arrive at the boarding point at least 20 minutes before departure time, and boarding closes 10 minutes before departure.
At boarding, the passenger is required to present the driver with the travel ticket, the booking confirmation, the E-ticket received by e-mail or phone or, upon request, a valid identity document.
If the ticket has not been paid online or by bank transfer, its value is to be paid to the driver in cash, before boarding, unless otherwise agreed.
Passengers are required to check that the details entered on the booking or on the ticket are correct, including the name, travel date, route, departure time and, where applicable, flight details.
The passenger is required to plan their travel time so as to reach the airport with sufficient time before the flight. We recommend arriving at the airport at least 2 hours before the aircraft takes off.
The passenger is required to independently verify the date and time of their flight. S.C. DIRECT AEROPORT S.R.L. cannot be held liable for a missed flight where the passenger has not planned their travel time accordingly or has not provided correct details at the time of booking.
Throughout the journey, passengers are required to behave in a civilised manner and use decent language, without affecting the comfort or safety of other passengers or of the company’s staff.
Persons who are intoxicated or under the influence of prohibited substances are not permitted on board. The driver or the company’s representative has the right to refuse transport to such a person, without refunding the value of the ticket.
The following are prohibited:
consuming alcoholic beverages in the vehicle;
smoking in the company’s vehicles;
using audio devices without headphones;
disturbing telephone conversations or noisy behaviour;
damaging, soiling or improperly using the vehicle;
obstructing the driver in carrying out their duties.
Where a passenger’s behaviour affects safety, order or comfort on board, the company has the right to refuse to continue the transport, without any obligation to refund the value of the ticket.
Where a passenger soils or damages the vehicle, whether intentionally or through negligence, the company may request payment of a cleaning fee or of the remediation costs, as applicable.
Travel tickets may be purchased:
by telephone booking;
through the contact form available on the website www.direct-aeroport.ro;
online, by card payment;
by bank transfer, where this option is accepted.
As a rule, bookings are made at least 12 hours before the journey, subject to availability and to the conditions of each service.
By pressing the order completion button or by confirming the booking through any other available channel, the customer submits a firm booking request. The transport contract is deemed concluded at the moment the booking is accepted and confirmed by S.C. DIRECT AEROPORT S.R.L., by e-mail, SMS, telephone or other means of communication.
A single ticket or a single transport confirmation is issued for each person and for each journey. Services involving a transfer between vehicles are considered a single journey.
For technical reasons, the website and the online booking system may be temporarily unavailable. The company does not guarantee uninterrupted operation of the platform and is not liable for any technical errors beyond its control.
In the case of transport contracts concluded at a distance for a specific date or period, the statutory right of withdrawal applicable to other types of distance contracts does not apply, to the extent permitted by applicable legislation. The company’s own cancellation and rescheduling conditions remain applicable in accordance with this document.
The fares displayed on the website or communicated to the customer are valid as at the date of booking and may subsequently be amended only for future bookings.
The ticket fare covers exclusively the transport service for the route and date booked. Other services, such as additional luggage, special luggage, booking amendments, special assistance or other additional options, may be charged separately.
The standard ticket price includes:
transport of the passenger on the booked route;
one hold bag, up to 25 kg;
one piece of hand luggage, up to 10 kg.
A flat fee of 50 lei / bag may be charged for additional luggage, subject to available space and only with the company’s agreement.
Pick-up and drop-off at the passenger’s address is an optional service and may involve an additional cost, unless included in the offer or in the booked service. In the absence of express confirmation, the ticket price includes only the pick-up/drop-off points established and communicated by the company.
The company reserves the right to amend the schedule of services, the routes, the stops, the departure dates or the fares, for justified reasons, including but not limited to:
traffic conditions;
roadworks;
restrictions imposed by authorities;
weather conditions;
events of force majeure;
technical or operational reasons.
Departures, in particular those from Otopeni Airport, may be subject to changes, including delays of up to approximately 45 minutes, due to flight delays, baggage collection times or other objective causes.
Schedule changes that occur after the booking has been made and that are not attributable to the company do not entitle the passenger to additional compensation. In such situations, the passenger may request, subject to availability, a free change to the affected service.
Passengers must arrive at the departure point at the time stated in the booking. Failure to arrive on time for boarding results in the loss of the right to transport for that service.
Passengers who arrive less than 10 minutes before departure risk losing their booking, with no right to a full or partial refund of the fare paid.
If the passenger is informed in writing, by SMS, e-mail or another communication channel, of a delay to the service, the right to transport is maintained until the new departure time communicated.
The right to travel is verified on the basis of the passenger’s name and the booking details. In certain situations, the driver or the company’s staff may request a valid identity document.
In the case of scheduled stops along the route, the passenger is required to return to the vehicle within the time communicated by the driver. Otherwise, the vehicle may depart without the delayed passenger, and the company cannot be held liable for the consequences.
In certain situations, transferring passengers to another vehicle may be necessary in order to continue the journey.
Where a transfer is necessary, S.C. DIRECT AEROPORT S.R.L. will make every effort to ensure that transport continues to the planned destination.
In exceptional cases, the journey may also be continued using vehicles belonging to partners or collaborators. The company does not guarantee any particular vehicle model, type or class.
Arrival times are estimates and may be affected by traffic, weather conditions, checks by the authorities, roadworks or other circumstances beyond the company’s control.
S.C. DIRECT AEROPORT S.R.L. cannot be held liable for a missed flight, for delays to air services or for any other indirect losses suffered by the passenger, where these are caused by traffic, force majeure, operational delays or other circumstances that cannot reasonably be controlled.
The company has the right to cancel a service in the event of:
war, armed conflict, terrorist attack;
strike, blockade, civil unrest;
severe weather conditions;
technical faults;
orders issued by the authorities;
other situations that make the transport impossible or unsafe.
Where a service is cancelled by the company for reasons preventing the service from being carried out, the passenger will be informed by telephone, SMS or e-mail and may opt, as applicable, for rescheduling or for a refund of the value of the ticket, under the conditions of this document.
To cancel a booking, the passenger must send an e-mail to office@direct-aeroport.ro, stating:
the traveller’s first and last name;
the telephone number;
the date and time of the service;
the route;
the booking code;
the reason for cancellation.
In the case of cancellation more than 48 hours before the date and time of departure, the value of a ticket paid online or by bank transfer may be refunded in full, within a maximum of 7 working days, to the account used for payment or to another account indicated by the customer, as applicable.
In the case of cancellation less than 48 hours before the date and time of travel, the value of the ticket is not refunded.
For tickets purchased at the company’s premises, a refund may be made on the basis of a refund request accompanied by the relevant supporting documents. For tickets purchased through partner agencies, refunds are made in accordance with the procedures of the issuing agency.
Promotional tickets or tickets purchased under special offers may be subject to different cancellation and rescheduling conditions. In the case of promotions with a discount of 50% or more off the standard fare, cancellation may result in the total loss of the amount paid.
Under no circumstances may the amount refunded to the passenger exceed 100% of the value of the ticket paid.
Rescheduling means changing the date or time of travel for a ticket already issued and may be done only once, subject to seat availability.
Rescheduling is free of charge if requested from the moment the ticket is issued and up to no later than 48 hours before the date and time of departure.
Rescheduling requests made less than 48 hours before departure cannot be honoured.
Where a ticket has already been amended in respect of its date, time or route, any subsequent cancellation of that ticket may result in the loss of the right to a refund.
In the event of a flight delay leading to a missed transfer service, the passenger may be rescheduled free of charge onto the next available service, subject to seat availability. A passenger’s refusal to travel on the next available service does not oblige the company to refund the ticket.
Where the flight is cancelled or changed less than 24 hours before the transfer, the ticket may only be rescheduled, subject to seat availability and on the basis of proof issued by the airline, sent to office@direct-aeroport.ro as soon as possible, but no later than 12 hours after becoming aware of the change.
In the event of the cancellation or delay of a departure, the company will inform passengers through the available contact channels as soon as this information is known.
If it is reasonably expected that the departure will be cancelled or delayed by more than 120 minutes, the passenger may opt, depending on the situation, for:
continuation of the journey, as soon as possible, under similar conditions; or
a refund of the value of the ticket.
Refunds are generally made within a maximum of 15 days from approval of the request, in cash or by bank transfer, as applicable.
Where the vehicle becomes inoperable during the journey, the company will endeavour to ensure the continuation of the journey using another vehicle, or to transport passengers to a point from which the journey can continue under reasonable conditions.
The ticket price includes:
one hold bag of up to 25 kg;
one piece of hand luggage of up to 10 kg.
Hand luggage must be stowed so as not to affect safety, order or comfort in the vehicle and remains under the passenger’s supervision at all times.
Valuables such as money, jewellery, documents, keys, phones, laptops, tablets, cameras and video equipment, medicines, passports, glasses, prostheses or other fragile goods must be carried exclusively in hand luggage and remain the passenger’s responsibility.
The company is not liable for the loss, theft, damage or mix-up of hand luggage, nor for valuables carried in hold luggage.
The company’s liability for hold luggage exists only where the loss or damage is directly caused by the proven fault of the crew or of the company’s staff, and is generally limited to the equivalent of EUR 100, with the exception of the valuables mentioned above.
Passengers must keep their luggage under supervision throughout the journey, including during stops. Any complaint regarding the loss, theft or damage of luggage must be made immediately upon arrival. Later complaints may no longer be taken into consideration.
Additional luggage is carried only subject to available space and may be charged separately.
The carriage of the following items in luggage is prohibited:
drugs or prohibited substances;
weapons, ammunition, explosives;
toxic, flammable or corrosive substances;
cylinders, gas or oxygen tanks;
goods carried in breach of the law.
The carriage of pets is not permitted, except in situations expressly accepted by the company, under special conditions.
The passenger is responsible for loading their own luggage, except in justified special cases, such as persons with reduced mobility, where their transport is accepted.
Baby strollers are carried as special luggage, limited to one stroller per passenger, provided they are foldable.
Non-foldable strollers may be refused for carriage.
For the carriage of strollers, it is recommended that the company be notified at least 48 hours before departure.
The carriage of strollers may be offered free of charge, depending on available space.
Children aged 0 to 7 years may be carried, upon request and subject to availability, in special child seats, for a fee or in accordance with the applicable offer. These must be properly secured using the vehicle’s seat belts.
Child seats may be brought by the accompanying adult or may be provided by the company, subject to availability and only if requested in advance.
Children aged 7 to 18 years generally travel at the full fare, unless a promotion or special offer applies.
Minors aged 10 to 14 years may travel unaccompanied only if a parent or guardian has given written consent and has confirmed that the minor may travel alone. In such cases, the company assumes no additional supervision obligations.
Minors over 14 years of age may travel alone, in accordance with the law.
In accordance with the applicable provisions, including Regulation (EU) No 181/2011, the company informs passengers that the vehicles ordinarily used are not always designed or equipped to ensure, in all cases, the fully safe transport of persons with disabilities or persons with reduced mobility.
Passengers who require special assistance are asked to notify us at the time of booking, so that the company can verify, on a case-by-case basis, whether the transport can be carried out safely.
The company reserves the right to refuse to carry a passenger or their luggage, without refund, if:
the passenger is intoxicated or under the influence of prohibited substances;
the passenger’s behaviour endangers the safety, comfort or health of others;
the passenger does not comply with the instructions of the driver or staff;
the passenger does not hold the necessary travel documents;
the luggage contains prohibited items;
the value of the ticket has not been paid;
the flight time indicated by the passenger does not reasonably allow the transfer to be carried out under normal conditions.
The company may also interrupt a passenger’s journey if serious reasons justifying this arise during the journey.
The passenger is solely responsible for holding all documents required for the journey, including, where applicable, a passport, visa, medical documents or other papers required by the competent authorities.
The company is not liable for the consequences of a refusal of entry, transit or stay on the territory of another country where the passenger does not hold the necessary documents.
The company reserves the right to check, copy or record passengers’ travel documents, in accordance with the law and in compliance with data protection rules.
Any claim, complaint or request for compensation regarding the performance of the transport must be submitted in writing as soon as possible, but no later than 30 days from the date of travel, to the e-mail address office@direct-aeroport.ro or at the company’s registered office.
Complaints regarding luggage must be reported immediately upon arrival.
The company will review the request and will respond within a reasonable time, depending on the complexity of the situation and the documents provided.
The carrier insures passengers against bodily injury that may result from the movement of the vehicle and from their lawful presence in the vehicle, within the limits and under the conditions provided by law and by the applicable insurance policies.
The insurance does not cover damage caused by the passenger’s exclusive fault or by the items they are carrying.
If one or more clauses of this document are held to be null, invalid or unenforceable, this does not affect the validity of the remaining provisions, which remain in force.
These Terms and Conditions of Travel are supplemented, as applicable, by the general Terms and Conditions of the website www.direct-aeroport.ro, by the Privacy Policy and by the legal provisions applicable to passenger transport.
By booking and using the services provided by S.C. DIRECT AEROPORT S.R.L., the passenger confirms that they have read, understood and fully accept these terms.
Thank you for your trust.
Safe travels with DIRECT AEROPORT!
