Questions travellers ask
The things people ask before they book, answered plainly.
We land late at night. Is that a problem?
No. Late flights are the ones we plan for. Your driver is inside the terminal at arrivals with the name board, whatever the hour.
There is no surcharge for a late flight or an early one.
Is it safe?
The ride is run by a licensed transport operator in the Papaya network, in a marked vehicle, by a driver whose name, phone number and number plate you have on WhatsApp before you land. You are never getting into a car you know nothing about.
Check the name board and the number plate against your message before you get in. If either is different, do not get in, and message us.
What if my flight is delayed, diverted or cancelled?
Delayed is easy. We track the flight, your driver is timed to your actual landing, and waiting is free for up to 60 minutes.
If the flight is cancelled or lands somewhere else, message us on WhatsApp as soon as you know. A person moves the booking to the new flight.
Moving the booking to a new flight costs nothing.
How many people fit, and what about luggage?
The price on the page is for a sedan, which takes up to three passengers with a suitcase each. Four to seven people travel in a minivan, and there is a 13-seat minibus and a 22-seat coach for groups.
Each has its own fixed price for every route, shown on the booking page the moment you pick the vehicle. If you are travelling with more luggage than people, tell us in the notes and we will put you in the next size up.
Do you have child seats?
Yes. Say how many you need when you book and put the children’s ages in the notes, so the right seats are in the car when it arrives.
There are baby seats and toddler seats. Say which you need.
How do I find my driver at the airport?
Walk out of arrivals and look for the Papaya board with your name on it. You will already have your driver’s first name and vehicle on WhatsApp from the day before, so you know who you are looking for.
How do I pay?
By card, when you book. The payment page is run by Paystack, and your booking is confirmed the moment the payment goes through. If you book on WhatsApp instead, you get the same card link in the thread. There is nothing to pay the driver.
Can I cancel?
Yes, free until 24 hours before your pickup, from your own trip page. The refund goes back to the card you paid with, usually within a few working days.
Inside 24 hours a driver has usually been assigned, so cancelling is a conversation with a person. Message us on WhatsApp with your booking code.
Can you take us somewhere that is not the airport?
Yes. The same drivers take any trip in the Western Cape: between towns in the Winelands, out to Hermanus for the weekend, a group to a wedding and back. Those trips do not have a price on the page, because the price depends on the day and the distance.
Tell us the trip on the booking page and a person comes back to you on WhatsApp with one fixed price. Pay it, and the booking works exactly like an airport transfer from there. Outside the Western Cape, ask anyway. We tell you straight whether we can do it yet.
What about load shedding at the airport?
The airport runs on its own generators, so arrivals, the car park and the roads out carry on as normal. Your driver’s phone and ours do too. Nothing about the pickup changes.
Should I tip the driver?
No. Tipping is not expected, and the price does not depend on it. If you want to thank your driver anyway, it goes straight to them.