Bookings

How can I make a reservation?

Reservations can be made via email or through the SOLBUS website. Reservations are not accepted by phone, text message, WhatsApp, etc.

How far in advance should I book?

We recommend booking as early as possible to guarantee availability and the current transfer price. Generally, we accept reservations up to 24 hours before the transfer. However, last-minute booking limits depend on the destination and requested dates.

Could I book a different vehicle or route for the return transfer?

If you need a different type of vehicle for your return transfer or want to be picked up or dropped off in a different area, you must book the transfers separately.

Could I make a reservation for multiple people?

Yes, the person making the reservation on behalf of a group (the “Group Leader”) must be at least 18 years old and accept the terms and conditions on behalf of all passengers. All passengers must arrive on the same flight and go to the same accommodation.

Could I book if passengers arrive on different flights?

If passengers arrive on different flights, separate reservations must be made for each group according to their flight number. This is necessary to avoid service delays, as Solbus cannot guarantee waiting or regrouping passengers arriving at different times. Reservations that do not meet this condition may be canceled without prior notice and without refund.

What information do I need to provide when booking?

You must provide accurate passenger information such as full name and flight details. Identification will be requested to verify identity.

What happens if I don’t provide my accommodation address on time?

If not provided at least 24 hours before the service, the reservation will be canceled and a 100% cancellation fee will apply.

Could I modify my reservation?

Modifications must be made at least 24 hours before the service. Requests to change the pickup time for airport return must be made by email at least 48 hours before departure.

What happens if my flight is delayed or canceled?

We ask for your flight number to track departure and estimated arrival time. Our team will wait at the airport for 50 minutes after the flight arrives. If it takes longer, the service will be considered completed. In case of flight cancellation, simply send us the new flight number so we know the new departure and arrival times.

What happens if my flight arrives earlier than expected?

Early arrivals may affect pickup, and customers may experience a short wait.

What should I do if I can’t find the driver?

Call Solbus immediately using the phone number provided on your transfer voucher.

How long will the driver wait if I’m late for my departure transfer?

20 minutes for private transfers, 30 minutes for VIP. After that, it is considered a “No Show” and you must take a taxi at your own expense with no right to claim or refund.

What types of vehicles are used?

Depending on the number of passengers: Vanette, minibus, bus, VIP vehicles, or vehicles adapted for reduced mobility.

Could I change the pickup time for the airport transfer?

Yes, if requested by email at least 24 hours in advance. Changes within 48 hours are subject to availability.

Payments and Cancellations

What happens if I don’t show up for the transfer?

It is considered a “No Show” and 100% of the service fee is charged with no refund.

What payment methods are accepted?

Solbus accepts MasterCard and Visa credit cards.

Could I cancel my reservation and get a refund?

Yes, if canceled more than 24 hours in advance, you will receive a 100% refund. Less than 24 hours, no refund.

How are refunds processed?

Refunds are made to the same credit card used for the reservation and may take 10 to 15 business days.

Luggage

How much luggage could I bring?

One suitcase and one carry-on bag per person. Additional luggage may require a larger vehicle.

What happens if I forget something in the vehicle?

Solbus is not responsible for forgotten items. If recovered, the customer must pay for the return of the item. Customers are responsible for their luggage and must ensure nothing is left in the vehicle.

Children and infants

Does Solbus provide child seats?

Yes, at no extra cost, but subject to availability. It is recommended to request it when booking. You may also bring your own.

Do children count as passengers?

Yes, all children and babies must be included in the total number of passengers.

Do infants travel for free?

Infants (0-23 months) can travel free of charge and without occupying a seat (one infant per adult).

Could minors travel alone?

Minors must always be accompanied by at least one adult. We cannot arrange transfers for unaccompanied minors.

Responsability

What responsibilities do I have as a customer?

You must provide accurate information, verify your voucher, be punctual, and comply with the service conditions.

What responsibility does Solbus have?

Solbus is only responsible for damages directly attributable to its negligence. It is not responsible for force majeure or customer errors.

What happens if there is a problem during the transfer?

Solbus handles unexpected events quickly and efficiently without additional refund, especially if the issue is resolved immediately.

What happens if I don't show up at the pick-up time?

If you do not show up at the agreed pick-up point at the scheduled time, it will be considered a no-show and there will be no refund.

Contact and Complaints

How can I contact Solbus if I have a problem?

You can contact customer service by calling the number on your booking confirmation or by emailing: customerservice@solbusdominicana.com.

What is the deadline to file a claim or complaint?

Claims: within 14 days after the trip. Complaints: up to 28 days after your return.

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