Frequently asked questions
When will the driver’s information be provided to me?
We will provide you with all the necessary travel information, including the driver’s name, mobile phone number and license plate number, by email and SMS at 20:00 the night before the departure day to ensure that you can find your driver smoothly and enjoy a safe journey. The driver will pick you up and drop you off at the agreed location in advance.
How do I confirm that my booking has been successful?
The system will notify you by email when you make the payment and complete the reservation, please pay attention to the sender from “Wanma Express ([email protected])”.
If you are not sure, when the payment is completed, you can find your order on the “Manage Booking” page after logging in, and the order status is “Completed”, which means that the booking is successful.
Can I cancel at short time?
You can cancel your trip up to 48 hours before departure completely worry-free, no reason given!
Is the dispatch car different from the reserved car?
If you book a 9-seater van, if you fill in 7 people (including 7 people), you may be upgraded to an 8-seater car (up to 7 people), please note that this upgrade is limited to a maximum of 7 passengers.
What is the scope of Wanma Express service?
Wanma Express is operated by a car company in the southern region. It has more than hundreds of rental cars and provides pick-up and drop-off services from or to Tainan, Kaohsiung, and Pingtung. Therefore, departures from the central and northern areas to Tainan, Kaohsiung, and Pingtung also belong to us. Within the pick-up and drop-off range.
Why is Wanma transfer cheaper than other companies?
Wanma Shuttle has more than hundreds of rental cars, specializing in pick-up and drop-off from the south or other areas to the south. Due to the large number of car trips, most empty car trips are avoided, which reduces the pick-up cost and can provide For guests, the transfer price is better than the market price.
Is Wanma Transfer a legitimate company?
Wanma Shuttle is a passenger car rental company registered and legally operated by the government (with hired driver)
Are invoices provided?
Invoices (two copies or three copies), and the quotations provided by chartered cars are all provided before tax.
If I cancel after booking, what are the cancellation terms?
If canceled 48 hours before the scheduled departure time, a full refund will be issued.
If canceled 24 hours before the scheduled departure time, 70% refund will be given.
No refunds will be given if canceled within 24 hours of the scheduled departure time.
*If it is caused by a natural disaster (such as a typhoon), a full refund will be issued, subject to the announcement by the county and city government.
When selecting the number of people, are babies included?
Children and infants are counted as number of passengers. Please fill in the actual total number of passengers.
If you are traveling with infants and children, will safety seats be provided?
Yes, we provide safety seats.
Meet the driver
When will the driver’s information be provided to me?
We will provide you with all the necessary travel information, including the driver’s name, mobile phone number and license plate number, by email and SMS at 20:00 the night before the departure day to ensure that you can find your driver smoothly and enjoy a safe journey. The driver will pick you up and drop you off at the agreed location in advance.
Meet the driver If I’m late for some reason, can the driver wait for me?
Except for airport pick-up, which requires immigration procedures, the free waiting time for other pick-up and drop-off services is 15 minutes. Since most drivers have their next schedule, drivers may not always be able to wait for guests overtime.
If I get on the car later than scheduled, will I need to add an overtime fee?
If you exceed the designated boarding time for 15 minutes, you can contact the driver and waiting for the driver to reply. From the 15th minute of the appointment time, you will be charged an overtime waiting fee every 30 minutes. Less than 30 minutes will be calculated as 30 minutes. Please pay cash to the driver directly when you are get on the car. If you can’t get on the car within the waiting time and due to the driver’s following itinerary, you will be deemed to have given up this service, and the fee will not be refunded. So please choose your appointment time properly when ordering.
If the driver cannot contact you by phone after 15 minutes after the pick-up time, and you do not take the initiative to contact the driver or customer service by phone, it will be deemed that you have given up the service and the fee will not be refunded.
*Waiting fee per 30 minutes: TWD 400 for a five-seater car, TWD 400 for a five-seater SUV, TWD 500 for a nine-seater van.
Can I temporarily ask the driver to stop or change the route during the pick-up service?
All drivers will strictly adhere to their routes and to avoid subsequent disputes (e.g. detours), therefore, route adjustments cannot be made on the fly. If there is an emergency, such as needing to use the toilet, the driver will arrange it for you as soon as possible.
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 within 10 minutes at each point, to ensure that your time is not wasted. If it exceeds 10 to 20 minutes, guests are asked to pay 100 yuan for five seats and 200 yuan for nine seats to the driver on site. The driver is paid in units of 20 minutes, and so on.
Can I stop at a rest stop on the way?
You can stop at the rest stop to use the toilet, but you will not be able to shop or eat at the rest stop.
Airport transfer
How long does it take to get on the car for airport pick-up?
The pick-up will be based on the actual landing time on the day of the flight
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, the actual landing time is 10:00 on the same day, so you can 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 back from the actual landing time on the same day.
For example, if the actual landing time is 10:00 on the same day, the driver can wait until 11:10.
If the buffer time for pick-up is exceeded, and the customer still does not show up to take the bus, how will the fee be calculated?
If it is received within 71-90 minutes, please pay 100 yuan for a five-seater and 200 yuan for a nine-seater to the driver on the spot. Wating time is paid in units of every 20 minutes, and so on.
And a reminder! If the guests dont show up after 91 minutes, the driver has the right to leave directly.
What should I do if the airport is changed due to flight changes?
If the airport is changed due to flight changes, such as landing at Xiaogang Airport and changing to Taoyuan Airport, Taiwan has the right to cancel and issue a full refund.
What should I do if the flight change causes the pick-up time to be advanced/delayed by more than 2 hours?
If the flight changes more than 2 hours, for example, the original landing at 10:00 and the change is scheduled to land at 12:01, we have the right to cancel and issue a full refund.
Hourly transfer/chartered car/car rental with private driver
What is a hourly transfer?
You can hop on and off the car as many times as you like within the reserved time, and you can freely choose your destination at your own pace. This service does not provide guided tours or itinerary planning, and the fee does not include tickets, meals and restaurant bookings.
How is the start time of the hourly transfer service after pick-up calculated?
If you choose to start your transfer after pick-up, our driver will pick you up based on your flight details. The clock starts one hour after the scheduled arrival time of the flight. If you have a specific departure time, please check with our customer service team in advance.
An explanation of the mountain trip mark-up fee
If you pass through mountainous areas above 1,500 meters above sea level during the trip, we will charge a mountain surcharge of NT$500. If your itinerary includes mountainous areas, a customer service representative will contact you to confirm the additional fee. The surcharge must be paid in cash to the driver before the end of the day.
Got a problem?
If you encounter any problems, please feel free to consult with our customer service staff, we will serve you 24 hours a day.
