FREQUENTLY ASKED QUESTIONS
1)What is tourssorrento.com?
tourssorrento.com is a web Tour Operator specialized in online booking of Excursions, daily trips, Private Tours, Transfers, Entrance Tickets, etc.
An exclusive agreement with qualified suppliers and partners, together with a long experience in the sector and the continuing growth of the field, allowed tourssorrento.com to offer completely personalized facilities that suit new generations tourist needs and offering the best quality / price ratio on the market.
We understand our guests wish to have essential and immediate answers to their questions, that’s why we have generated this useful frequently asked questions list, which will be continuously improved, according to the requests we receive by e-mail.
2)How can I purchase your services?
You are free to book through tourssorrento.com directly on line, we will send you a payment link, with Visa, Mastercard, or Pay pal, in order to complete your booking and receive the confirmation. For those users who wish to have a personal contact with us, please do not hesitate to email or call us. Our call center is available from 08:00 to 22:00, 7 days a week.
3)Is my credit card data protected?
tourssorrento.com uses the safety standards offered by the 128-bit SSL encryption technique system, supported by the most common browser versions. The 128-bit SSL encryption technique system codifies your personal information, for example as your password, your address and telephone number or your credit card number, making them available only to you and to tourssorrento.com travel agent, that will assist you to plan the service you need. Thanks to this technique encryption system working on the Internet Becomes as safe as making purchases over the phone.
4)How can I be sure my transfers are confirmed?
Since you have completed your booking on tourssorrento.com.com, a confirmation e-mail will be automatically sent to the e-mail box you provided during the reservation process.
This e-mail includes a printable attachment “e-Voucher” with all the details of the services purchased, it ensures the proof of purchase and contains all the information you need for the reserved activity.
5)What is an “e-Voucher”?
The tourssorrento.com “e-Voucher” is your unique travel document that proves the purchase of a touristic service. It is automatically generated in pdf (portable document format) and sent to the e-mail account you provided during the reservation process. It has to be shown to your guide or driver at the meeting point.
6)Why do you send an e-Voucher ?
The tourssorrento.com “e-Voucher” is conceived to support The Green, being able to avoid printing sometimes, but simply storing it on your personal travel device and showing to the supplier. Some suppliers accept the e-voucher dispayed directly on your electronic devices: smart phones, tablets, etc. So if this information is reported on the e-voucher itself, no need to be printed.
7)What to do if I do not receive an answer to my email?
We suggest you to see your “spam” folder, in some cases the e-mails sent by our team could be identified as inappropriate, especially if for any reason your spam filter is set at the highest level. tourssorrento.com invests time and resources on staff training, ensuring a very reliable system for email replies, obviously this does not exclude the possibility of a human error, but if you are sure the problem does not depend on your email setting, we kindly ask you to resend your request.
8)I have not received my e-Voucher.
In case any error occurs during the reservation process and you do not receive our e-Voucher as attachment to the confirmation e-mail, please send a message to our tourssorrento.com customer care team as soon as possible. You will be contacted as quickly as we can.
9)Which is the cancellation policy for my reservations?
tourssorrento.com provides several touristic services on its web site, at the bottom of each activity page you will find the corresponding cancellation policy. However your e-Voucher always shows the cancellation policy related to the activity you have booked
10)Where do I find the meeting point of my activity?
Every activity page lists the exact pick-up point. If you have no chances to access the tourssorrento.com web site, this is not a problem, you always have this information on the “e-Voucher” you received on your e-mail box.
11)How can I identify the vehicle or driver waiting for me?
All information are listed on the e-voucher you receive at the booking confirmation, the normal practice is the following:
Pick-up from the Airports: the driver will be waiting at the Arrivals Terminal of any airport equipped with a placard showing the name and surname of the arriving guest.
Pick-up from the Hotels: the driver will be waiting at the Hotel reception
12)What can I do if I still do not locate the vehicle or driver ?
Please call the emergency number listed on your e-voucher and customer staff will take care of your issue.
13)What is an average waiting time for a transfer from the airport?
For private transfers, the driver will usually by at the airport 10/15 minutes before the agreed time, unless unexpected delays beyond his control.
For shared transfers, please refer to the scheduled timetable for next departure.
14)Are there any reductions for transfer of children and infants?
For private transfers children and infants are considered as adults, as they occupy a seat. It is preferable that parents bring their baby car seat in order to ensure adequate safety. Moreover, as applies to car rentals, the seat fixing will be parents care.
For shared transfers, the majority of our suppliers, do not charge children under the age of 2 years who are traveling on shared shuttle services, provided they do not require their own seat. However, this information is stated on the page on the transfer booked, as well as on the e-voucher.
15)Can I make a stop along the way?
For shared transfer is not possible stops in compliance with the other passengers.
For private transfers you can make stops along the way, please contact our Customer Care Service to request it, (a surcharge may apply).
16)Which brand of vehicle will be provided for my transfer?
tourssorrento.com selects exclusively loyal and qualified suppliers, leader in transfer services, so all vehicles are well-known brands and newly registered. In any case the brands may vary depending on the supplier.
17)How many luggage are permitted for my transfer?
Each passenger has an allowance of maximum 1 piece of luggage plus 1 piece of hand luggage. If you have oversized luggage, sports equipment, bulky luggage, please inform the supplier prior to travel to check if the excess of baggage can be accepted. The supplier’s contacts are always available on your e-voucher.
18)I forgot something in the vehicle, how can I recover it?
Please immediately contact our customer services team, and they will endeavor to send you the items left on board.
19)I already paid my transfer, now I can no longer travel. Can I get a refund?
Yes, the transfer can be canceled up to 48 hours prior to the departure date and a full refund will be credited on your credit / debit card. For cancellations received less than 48 hours before arrival, no refund will be provided.
20)Do your drivers speak English?
The drivers of tourssorrento.com speak English, as well as most of the drivers of our suppliers.
21)Do I share the transfer with other persons?
If it is a private transfer, of course not; while for shared transfer, you do.
22)How long in advance should I book an excursion, a tour or a transfer?
Usually you can reserve tourssorrento.com up to 24 hours before departure time, accordingly to the description page. However, for some touristic services we suggest you to book in advance so that sometimes you can get a special “Early Booking Offer”.
23)How can I get in touch in case of any delay or for urgent communications?
Sometimes due to unforeseen circumstances such as heavy traffic, bad weather conditions, protest demonstrations, our means of transport may be subject to slight delays. In this case you can alway contact the emergency numbers listed on your e-voucher.
24)What happens if I am late?
First of all, please immediately get in touch with the Supplier Company to check if there is still any chance of taking part of the tour or excursion. In this unforeseen case we cannot guarantee you will join the tour. In case of inability, as per cancellation policy, a 100% cancellation fee will be applicable, with no reimbursement.
25)What happens in case I miss my activity?
If for any reason you do not appear at the agreed meeting point, we are sorry but you will be charged a 100% of cancellation fee, with no refund.
26)May I reserve a personalized tour/transfer for me or my party?
tourssorrento.com provides several tours and excursions in the most interesting Italian destinations, but we can always organize tailor made excursions and or tours around Italy. So for any kind of special inquiry, you can simply send an email or contact our Skype Line. A tourssorrento.com travel consultant will take care of your request as quickly as possible.
27)The weather is bad, I am thinking not going on tour?
To avoid unpleasant and unexpected fees, prior to decide to give up a tour due to bad weather, it is strongly recommended to contact tourssorrento.com or the Supplier Company Tour.
The departure or not of a specific activity is at the sole discretion of the Company, defined according to the type of Excursion (eg.: if by sea or by land) and the meteorological conditions expected for the duration of the entire tour.
If the activity was deemed impracticable, tourssorrento.com will refund the total amount of the tour.