C / Marzo, 34, 28022, Madrid
reservas.premium@moovecars.com

Frequent questions

How can I make a booking?

You can make a booking in three different ways. Through our website moovepremium.comby email to reservas.premium@moovecars.com or by calling 917477570.

How long will my driver wait for me at the airport or station?

If you have requested an airport or station pick-up, the chauffeurs will wait in the agreed place for up to 90 minutes.

I left something in the vehicle, how can I get it back?

All objects that are left behind in the vehicle will be taken to the Moove Premium offices in Marzo Street, 34, 28022, Madrid; but you can also pay the corresponding transport cost and the chauffeurs will take it to an agreed place

How much and what kind of luggage can I take?

The luggage allowance depends on the category of the chosen vehicle.
Mercedes E Class 2 medium suitcases + 2 cabin suitcases
Mercedes S Class2 medium suitcases + 2 cabin suitcases
Mercedes V6 medium suitcases + 6 cabin suitcases

Is the service provided only in Madrid and Barcelona? Are there more cities?

We provide service in all the major cities of Spain and Europe.

Can I cancel a booking?

Yes, as long as it complies with our cancellation policy. For transfers it is necessary to notify 3 hours in advance to avoid a cancellation charge. In the case of at your disposal services, 24-hour advance notice is required to avoid any charges. If you cancel 16 hours ahead of the booking, you will have to pay 50%; 12 hours and less and you will have to pay 100% of the booking fee.

If my flight has been delayed or cancelled, how do I notify the chauffeur?

We monitor flights and if is delayed, the chauffeurs will be at the airport at the time of landing. If the flight has been cancelled, you may change it by contacting the booking office at 91 747 75 70 to provide us with your new flight number. For departure services, you will have to notify a change in pick-up time if necessary.

How can I get the contact details of the chauffeur?

The chauffeurs booking is automatically sent to your email and an SMS to your mobile phone with the contact details of the driver. If, for any reason, you do not receive this information, you may ask for it by calling 91 747 75 70.

Can I book the same vehicle and chauffeur for several days or on different occasions?

Yes, you can. All you have to is ask.

What should I do if I cannot find the chauffeur?

You can call 91 747 75 70; our lines are open 24 hours a day.

How do traffic restrictions to curb pollution affect me?

You can call 91 747 75 70; our lines are open 24 hours a day.

Can I bring pets?

Yes, you can take pets, as long as they are in a carrier.

What cities can I go to?

Moove Premium can reach anywhere with road access.

How do I request a child car seat?

When you make your booking, you can indicate that you need a child car seat and the specific category or age of the child so that you are provided with the right one.

Can I change the type of vehicle?

Yes, the type of vehicle you have booked can be changed, provided that the chauffeurs has not already left and that you pay the difference between one vehicle model and the other.