Help Center

Enter your pickup location, destination, date, time and number of passengers directly on the homepage. Within seconds you'll see the fixed price, choose your vehicle and confirm. You will receive a written confirmation via email with all service details. For customized requests (multiple stops, private flights, large groups) you can write to us at derenzoagency@gmail.com or on WhatsApp.

Yes. The price you see during booking is the final price, including fuel, tolls and parking at standard pickup points. There are no hidden surcharges for traffic, unforeseen events or airport queues. The only exceptions are the night supplement (10% between 10:00 PM and 6:00 AM) and surcharges for weekends, holidays and high-demand periods, always already included in the price shown before confirmation.

We accept cash payment directly to the driver at the end of the service. For corporate, group or private flight bookings we can issue a proforma invoice and accept advance bank transfer. Send us an email at derenzoagency@gmail.com to arrange the payment method.

Yes. Immediately after booking you will receive a confirmation email with booking code, date, time, pickup and destination addresses, assigned vehicle and final price. On the day of the transfer you will also receive the driver's direct number. If you don't see the confirmation within a few minutes, check your spam folder or write to us.

Certainly. Simply enter the name and phone number of the main passenger who will be traveling: the driver will look for them under that name and contact them at that number. The details of the person paying (confirmation email, billing) can be different from those of the passenger. This is the most common case for assistants, travel agencies and corporate offices.

Yes. For services between 10:00 PM and 6:00 AM a 10% surcharge is applied to the base rate. The supplement is already included in the price you see during booking: no surprises at payment time. For arrivals on night flights to Fiumicino or Ciampino, the supplement covers the driver's presence and waiting time in the arrivals hall.

If you have a valid code, during booking you will find the "Promo code" field in the summary step: enter it and the discount will be calculated in real time before confirmation. Codes are personal, have an expiration date and are sometimes limited to specific routes or periods. The exact conditions are indicated when the code is sent.

When possible, yes. Our fleet is limited and dedicated: with a few hours' notice we can often accommodate last-minute requests, especially to airports and Civitavecchia. For services within 24 hours we recommend writing to us directly on WhatsApp at +39 320 684 5258 so we can confirm availability in real time.

The online form takes bookings up to 24 hours before pickup: that is the minimum notice we need to guarantee vehicle and driver. In peak periods (cruise season from April to October, holidays) a few days' margin is wise, especially for vans. For requests within 24 hours, message us on WhatsApp at +39 320 684 5258: if a car is available, we confirm in real time.

On arrival at airport, station or port, the chauffeur waits in a jacket with a name sign. At Fiumicino and Ciampino the meeting point is the arrivals hall, near the exit of the passenger corridor. For private-jet arrivals at Rome Urbe, the chauffeur waits on the apron in coordination with the handler. The chauffeur's direct number is sent to you on the day of service.

We track all flights in real time. If yours is delayed, the chauffeur adjusts pickup time automatically at no extra cost. Up to 60 minutes of waiting from the original time are included; beyond that, hourly rates may apply. If the flight is cancelled, contact us as soon as possible on WhatsApp at +39 320 684 5258 to reschedule or cancel free of charge.

It depends on the class you choose: sedans (Economy, E-Class or S-Class or similar) take up to 3 large suitcases plus carry-ons; vans (Vito and V-Class or similar) one large suitcase and one carry-on per passenger. For oversized items (skis, golf bags, wine cases, photography gear) flag it in the notes field: we often assign a vehicle with extended luggage space at no extra cost, or we propose a second support vehicle.

Yes. On request we provide infant seats (0-13 kg), child seats (9-36 kg) and booster cushions, certified to ECE R44/04 or R129. State the number, weight and age of the children at booking: child seats are free of charge in most cases, or you can bring your own. For private-jet arrivals we can have the seat installed before you land.

You choose the class at booking: Economy sedan, E-Class (Standard), S-Class (First Class), Vito van (Standard Van), V-Class (First Class Van) or a minibus for up to 16 passengers. Named models are examples: the exact model may vary with availability, but the booked class is always guaranteed, with well-kept interiors, air conditioning and proper luggage space. For specific needs (light-colour car, tinted windows) tell us in the notes.

Yes, short stops are included at no extra cost on long routes (e.g. coffee or restroom break on Rome → Sorrento). Extended stops, significant detours or extra legs (e.g. a visit to the ruins of Pompeii or a longer stop on the Amalfi Coast) are arranged on request with an hourly rate agreed in advance. Note your preferences in the booking notes field.

Always private. Every transfer is exclusively dedicated to your group, from pickup to destination. No other passengers on board, no detours for other clients, no unexpected waits. It is one of the reasons we choose to stay a small operation: so we can guarantee this level of service on every trip.

Enter the latest-arriving flight time and list all flight numbers in the notes field. If flights are within 60 minutes of each other, a single vehicle can wait for everyone at no extra cost. For wider gaps we can arrange two separate pickups or one dedicated vehicle with paid waiting. Write to us and we will find the best fit.

Yes. Our service is door-to-door: the chauffeur takes you to the exact address given at booking, unloads the luggage and hands it over at reception or the villa entrance. For remote villas, ZTL zones or narrow streets we recommend providing a precise access point (e.g. coordinates, photo of the gate, intercom code): it helps the chauffeur avoid wasting time on the last few metres.

The vehicle is assigned based on passengers and luggage declared at booking. If at pickup there are extra bags beyond what was declared and the vehicle cannot fit them safely, we will need to offer a larger vehicle with a supplement or, in extreme cases, leave the excess behind. To avoid surprises, always declare all items at booking time.

Small pets in carriers are usually accepted at no extra charge, with prior notice at booking. For medium or large dogs we assess case by case: we often assign a dedicated vehicle with a seat protector and may charge a cleaning supplement. Always state the species, size and whether the animal is used to car travel.

Don't worry: if your flight or ship is tracked, the driver knows you have arrived. Stay at the agreed meeting point (at Fiumicino and Ciampino the baggage-reclaim exit, at the port the terminal exit) and keep an eye on your phone: the driver will call if he cannot spot you. You can call his direct number, received on the day of service, or our office at +39 320 684 5258, on WhatsApp too. The driver never leaves without contacting you.

We operate from Rome and its three airports (Fiumicino, Ciampino, Rome Urbe) and from Termini and Tiburtina stations. The most frequent destinations are: Amalfi Coast (Sorrento, Amalfi, Ravello, Maiori, Positano), Tuscany and Umbria (Florence, Siena, Assisi), Civitavecchia cruise port, and long-distance routes to Puglia (Bari, Lecce, Alberobello, Locorotondo, Brindisi), Calabria (Tropea), Veneto (Venice, Chioggia) and Lombardy (Milan).

Yes. We cover Fiumicino-Leonardo da Vinci (FCO) for international scheduled flights, Ciampino (CIA) for low-cost and executive aviation, and Rome Urbe for general aviation and private jets. At Urbe we coordinate directly with the FBO and we position on the apron where permitted, for a discreet and immediate welcome.

Yes, it is one of our most requested services. From Rome or its airports we take you directly to your cruise ship's pier, with the timing calculated to avoid embarkation queues. We track inbound ships: for disembarking passengers, pickup is right outside the cruise terminal. Heavy luggage is handled by the chauffeur so you can keep moving with ease.

Yes. Rome → Sorrento, Amalfi, Ravello, Maiori, Positano are among our most frequent routes. The SS163 coastal road takes experience: our chauffeurs know it and handle the curves and tight passages without stress for passengers. On request we arrange photo stops at the best viewpoints along the coast before reaching your hotel.

Yes. Bari, Lecce, Alberobello, Locorotondo, Brindisi and the villages of the Itria Valley are routes we run regularly. These are 5-6 hour drives: we arrange an agreed lunch or coffee stop and arrive rested and on time. On Rome → Puglia we often work with clients combining several stops (e.g. trulli, luxury masserie, the Salento coast) on the same day or over several days.

Yes, it is one of our most specialised segments. We work with clients arriving or departing on business jets, in direct coordination with airport FBOs, with apron-side vehicle positioning where permitted, discreet luggage handling and a chauffeur in jacket. For flights with last-minute schedules we stay on standby and move on the first ATC update.

Yes. Cancellation is free of charge up to 48 hours before the agreed pickup time. Cancellations after that deadline may be charged in full, as the vehicle and chauffeur have already been committed for you. In case of force majeure (cancelled flight, natural disaster, documented illness) we assess case by case. Write to derenzoagency@gmail.com with your booking code.

Yes. You can change date, time, addresses or passenger count free of charge up to 48 hours before pickup by writing to derenzoagency@gmail.com or on WhatsApp. Later changes are assessed against vehicle availability: if compatible we apply them at no cost, otherwise the standard cancellation policy applies.

For cancellations made within the deadline, the refund is processed on the payment method used at booking within 5 business days. For cash payments not yet collected, no refund is due. If you paid by bank transfer, the refund is traceable and visible on your statement within 7-10 days depending on your bank.

Yes. All our chauffeurs hold a regular chauffeur-hire licence under Italian Law 21/1992. Every vehicle is covered by motor third-party insurance with limits above the legal minimum and by passenger-injury coverage. Documents are kept on board for any inspection or request.

On the day of service, call your chauffeur directly at the number shown in the confirmation email and in an SMS sent a few hours before pickup. For wider emergencies (airport change, destination change, payment issue) you can call our office at +39 320 684 5258 or message us on WhatsApp at the same number. We reply within our operating hours.

Of course, and we would love that. After the transfer we would love to hear about your experience by email or WhatsApp. Your feedback helps us improve the service and reach new travellers. If anything went wrong, write to us before posting: we prefer to make things right in private and earn your trust over the long term.

Contact us immediately at derenzoagency@gmail.com or on WhatsApp at +39 320 684 5258 with your booking code and a description of the item. We check with the chauffeur: if found, we keep the item in the office and arrange return (in person, by courier at your cost, or on your next transfer). For valuables, always declare them at pickup.

For travellers who value calm, elegance or privacy, the level makes the difference. Always-clean executive vehicles (Mercedes V-Class or equivalent sedan), jacketed chauffeur, a fixed price set at booking, flexible cancellation, flight monitoring, discreet welcome for private jet arrivals, experience on the roads of the Amalfi Coast and Puglia. It is not the cheapest service in town: but it is the right one when every detail matters.