Transportation

• Travelling together? Passengers sharing the same vehicle only need one booking – simply list the other passengers' full names in the Remarks section above.
• IGA Meet & Greet is per person. Each traveller requesting this service must complete their own booking form.
• Airport transfers can be arranged from both IST and SAW. The IGA Meet & Greet / Fast Track service is available at Istanbul Airport (IST) only.

Flight Delays

• Flight delays are handled automatically. Our team monitors your flight in real time and your pickup time is adjusted according to the actual landing time – you do not need to inform us of a delay.
• Please make sure your flight number, date and landing time are entered correctly, as our monitoring is based on these details.
• If your flight is cancelled or rebooked onto a different flight number, please let us know at concierge@terraturkeydmc.com so we can update your booking.

Driver Waiting Time

• Airport arrivals: the driver waits up to 90 minutes from the actual landing time of your flight, free of charge. This covers passport control and baggage claim.
• Hotel departures and any other pick-up point: the driver waits up to 15 minutes from the agreed pick-up time, free of charge.
• After the free waiting period a waiting charge applies per 30 minutes or part of it. We will always try to contact you first, and no waiting charge is applied without prior notice to you.
• Additional stops requested on the day, route changes and journeys outside the standard route are charged separately, and the charge is always told to you before it is incurred.
• If you are running late, please call our emergency number below so we can hold the vehicle for you.

Full wording: Terms & Conditions, clause 8.

Where to Meet Your Driver

• Istanbul Airport (IST) arrivals: after collecting your luggage, please proceed to Exit Gate 9 and exit the terminal. Our representative will be waiting outside, holding a GBS Istanbul sign.
• Sabiha Gokcen Airport (SAW) arrivals: after collecting your luggage, please exit the terminal. Our representative will be waiting outside, in front of the parking area, holding a GBS Istanbul sign.
• Departure transfers: the standard pickup time is 3.5 hours prior to your flight departure time. The exact pickup time will be reconfirmed by e-mail one day before your departure.

If You Cannot Find Your Driver

• Please remain at the designated meeting area and do not leave the terminal.
• Call our emergency number below.
• If possible, share your location or a photo via WhatsApp so we can assist you more quickly.

Our team will guide you and connect you with your driver as soon as possible.

Payment

• These services are optional and paid individually. They are not included in your GBS Istanbul registration fee.
• Once you complete your booking you will be redirected to a secure online payment page and your payment will be processed by credit card.
• Your booking is confirmed only after the payment has been successfully completed.
• If you require an invoice, please state your billing details in the Remarks section during booking.

Children, Accessibility & Luggage

• Child seats are provided free of charge when requested at the time of booking. Please state the number and age of children in the Remarks section. We cannot guarantee availability for later requests, and the driver may decline to carry a child for whom a legally required restraint is not available.
• Children must be accompanied by a parent, guardian or other responsible adult. We do not carry unaccompanied minors.
• If any passenger uses a wheelchair or mobility aid, or has any other requirement affecting the vehicle or the journey, please tell us in the Remarks section so we can arrange a suitable vehicle.
• Please book a vehicle class that fits your party and its luggage. If you exceed the capacity booked, we will try to provide a larger or additional vehicle at the applicable rate; if none is available we may be unable to carry the excess.
• Seat belts must be worn at all times. Smoking (including e-cigarettes) and alcohol are not permitted in our vehicles.
• Please do not leave valuables, documents or electronic devices in the vehicle – we are not liable for items left behind.

Booking Confirmation

• A confirmation e-mail will be sent to the address you entered above once your booking and payment are complete.
• Please review all details carefully and inform us immediately of any discrepancy.

Cancellation & Refund Policy

Cancellation requests must be sent in writing to concierge@terraturkeydmc.com and take effect when we receive them. Times below are calculated against the scheduled pick-up time in Istanbul local time.

Cancellation received	Charge	Refund
More than 48 hours before pick-up	None	100% of the amount paid
48 to 24 hours before pick-up	50% of the transfer price	50% of the amount paid
Less than 24 hours before pick-up, or no-show	100% of the transfer price	None
Flight cancelled or diverted, or delayed beyond the same calendar day; or a Force Majeure Event	None	100% refund, or rebooking at no extra cost – your choice

• Refunds are made to the card used for the original payment within fourteen days of the cancellation.
• The same rules apply to the IGA Meet & Greet / Fast Track service.
• A no-show means you do not arrive at the agreed pick-up point within the waiting period below and do not contact us on the emergency number.

Full wording: Terms & Conditions, clause 7.

Changes to Your Booking

• Changes requested more than 24 hours before the scheduled pick-up are free of charge, subject to availability.
• Changes requested within 24 hours of pick-up are treated as a cancellation plus a new booking, unless we can accommodate the change and confirm otherwise.
• Upgrading the vehicle class, or adding passengers or stops, is charged as the price difference before the transfer takes place.
• Changes take effect only once we confirm them in writing. Please write to concierge@terraturkeydmc.com.

Emergency Contact

For any urgent matter on the day of your transfer, please contact:

This page is a summary. The binding text is the Terms & Conditions; how we handle your personal data is explained in the Data Protection Notice.