FAQ`s

Find answers to your questions and clear any doubts.
Our FAQ page provides quick and helpful solutions to common inquiries.

Frequently Asked Questions

1
How do I become a Tukano Trips customer?
You must create an account in your Client Area at www.tukanotrips.com and make a Transfer Service reservation by entering the mandatory and the optional information requested by the platform.
2
I cannot find the route I want, why?
The routes that are showed to you at the platform are those ones we have services for.
3
Can I choose the car make and model that will provide the service?
No, you cannot choose the car make and model. The vehicle is selected depending on the availability, the number of passengers, and the number of pieces of luggage to be carried on.
4
I need to add/remove a passenger to the reservation. Can I do that?
Once the reservation is completed, it is not possible to add/remove any passenger.
5
I need to add/remove an extra piece of luggage to the reservation. Can I do that?
Once the reservation is completed, it is not possible to add/remove any extra piece of luggage.
6
Can I change the departure time?
Yes, you can change the departure time up to 36 hours before the scheduled departure.
7
Made a reservation, and the invoice was issued under the name of Iguana Tours, Lda. Shouldn't the invoice be issued under the name of Tukano Trips?

Tukano Trips is a trademark which belongs to Iguana Tours, Lda Society, registered in Portugal under the NIPC: PT 514 046 260, and with registered offices in Conde São Bento Street, 177, 4785-296 Trofa.

Therefore, the invoices are issued under the name of Iguana Tours, Lda.

8
I made a reservation; can I cancel it?
Yes, you can cancel your reservation up to 48 hours before its scheduled departure, with no additional costs.
9
How can I contact the Tukano Trips support?

You can contact our support by email, phone number, and using the “Support Tickets” tab in your client area at www.tukanotrips.com.

10
Tukano Trips has canceled my reservation, will I be refunded?
If your reservation was cancelled by Tukano Trips, you will be fully refunded with no penalties.
11
Tukano Trips has canceled my reservation. Am I entitled to some financial compensation?

Yes, you are. If the reservation was canceled up to 48 hours before its scheduled departure, along with the full refund, you are entitled to the following percentage compensations:

  • Cancellations within 48 hours and up to 24 hours before the scheduled departure date – 10% of the purchase price
  • Cancellations within 24 hours and up to 12hours before the scheduled departure date – 25% of the purchase price
  • Cancellations up to 12 hours before the scheduled departure date – 50% of the purchase price
12
Can I travel with more pieces of luggage than what is detailed in the booking conditions?

Each passenger can have a piece of luggage with the maximum total size (length + width + height) under 158 cm, and a small handbag/backpack.

When you are making your reservation, you can add extra pieces of luggage.

In the case you don’t add any extra piece of luggage at the time of booking, you will be charged with all the additional expense required to the carriage of excess baggage.

13
The driver is late for my reservation, what can I do?

You must call the driver in order to know what time he is arriving.

If the driver has been arrived more than 20 min late, call Tukano Trips support on the following phone numbers:

14
The driver was late for my reservation. Am I entitled to some financial compensation?

Yes, you are entitled to the following percentage compensations:

  • Driver late more than 30 min – 10% of the purchase price
  • Driver late more than 60 min – 30% of the purchase price
15
Do I have to tip the driver?
No, tipping is optional.
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