Frequently Asked Questions
When will I receive the driver’s information?
Wanma will provide you with all the necessary travel information via email and SMS at 20:00 the night before the trip, including the driver’s name, mobile phone number, and license plate number, to ensure that you can successfully find your driver and enjoy a safe trip. The driver will provide you with punctual pick-up and drop-off service at the agreed location in advance.
How do I confirm that my reservation has been successfully booked?
The system will notify you by email when you pay and complete the booking. Please pay attention to the sender from “Wanma Transfer ([email protected])”.
If you are worried, after you complete the payment, you can log in and find your order on the “Manage Orders” page. The order status is “Completed”, which means the reservation is successful.
Can I cancel temporarily?
You can cancel your trip completely worry-free 48 hours before departure, completely free of charge, without providing any reason! Enjoy our flexible and convenient service to make your journey more comfortable and stress-free.
Is the dispatched car different from the reserved car?
If you book a nine-seater van and fill in the number of people within 7 (inclusive), you may be upgraded to an eight-seater car (maximum 7 people). Please be sure to note that this upgrade service is only limited to a maximum of 7 passengers.
If I get in the car later than the original time, do I need to add an overtime fee?
If you exceed the specified boarding time by 15 minutes, and the driver replies that they can wait after contacting the driver yourself, an overtime waiting fee will be charged every 30 minutes starting from the 15th minute of the reservation time. If it is less than 30 minutes, it will be calculated as 30 minutes. Please pay the cash directly to the driver when you get in the car; if the driver cannot cooperate with the waiting due to subsequent itinerary reasons and you do not have time to take the car, it will be regarded as your abandonment of this service, and the fee will not be refunded. Therefore, please choose your boarding reservation time carefully when ordering.
If the driver cannot contact you by phone after 15 minutes beyond the boarding time, and you do not actively contact the driver or customer service by phone, it will be regarded as your abandonment of the service, and the fee will not be refunded.
*Waiting fee per 30 minutes: 400 yuan for a five-seater car, 400 yuan for a five-seater SUV, and 500 yuan for a nine-seater van.
How long can the driver wait for a temporary stop on the way?
This service is mainly for picking up and dropping off passengers. Basically, one stop is mainly within 5 minutes to ensure that your time is not delayed.
Can I stop at the rest stop on the way?
You can stop at the rest stop to go to the toilet, but it does not include shopping or dining in the rest stop.
Airport Transfer
How long should I estimate for the pick-up time?
The pick-up time will be based on the actual landing time of the flight on the day.
Taoyuan Airport and Songshan Airport are about 50-60 minutes after the plane lands; Xiaogang Airport is about 30-40 minutes after the plane lands
Taking Taoyuan Airport as an example, if the actual landing time on the day is 10:00, then you can probably pick up your luggage and get on the bus around 10:50-11:00.
How long will the driver wait for the pick-up service?
The driver’s free waiting time is 70 minutes after the actual landing time on the day.
For example, if the actual landing time on the day is 10:00, then the driver can wait until 11:10.
What if the guest does not show up for the ride after the pick-up buffer time has passed? How is the fee calculated?
If picked up within 71-90 minutes, please pay the driver NT$100 for a 5-seater and NT$200 for a 9-seater on the spot. Pay the driver in units of 20 minutes, and so on.
Please note! If the guest cannot be picked up after 91 minutes, the driver has the right to leave directly.
What if the flight changes and the airport changes?
If the flight changes and the airport changes, for example, the original landing at Xiaogang Airport is changed to landing at Taoyuan Airport, we have the right to cancel and process a full refund.
What if the flight changes and the pick-up time is advanced/delayed by more than 2 hours?
If the flight changes by more than 2 hours, for example, the original landing time is 10:00, and the change is to 12:01, we have the right to cancel and process a full refund.
Hourly Charter
What is hourly charter?
You can get on and off the bus at will within the reserved time and freely choose your destination according to your personal rhythm. This service does not provide guided tours or itinerary planning, and the fee does not include tickets or meals, nor does it include ticket booking or restaurant services.
How is the starting time of the hourly charter service after airport pick-up calculated?
If you choose to start a chartered trip after airport pick-up, our driver will come to pick you up based on your flight information. The timing starts one hour after the “scheduled” arrival time of the flight. If you have a specific departure time, please confirm with our customer service team in advance.
Explanation of additional fees for mountain trips
If the itinerary passes through mountainous areas above 1500 meters above sea level, we will charge an additional mountain fee of NT$500 “or more”. If your itinerary includes mountainous areas, customer service staff will contact you later to confirm the additional fee. Please pay the additional fee to the driver in cash before the end of the trip on the same day.
For more frequently asked questions, please visit our “FAQ” page.
