Frequently Asked Questions

Please find below frequently asked questions regarding our services.

In fact, you have several options:
• Use our online Order Form for reservation
• Send us an e-mail with your details
• Send message via 24/7 live chat
• Place a return call
We provide 2 usual options: advance payment and cash after the end of your transfer.
USE CASH
You can choose to pay directly to the driver when you arrived to the place of your destination. In this case you should remember that in Russia you pay in the local currency – Russian Rubles (RUR).
The prices are fixed in rubles depending on the car class. No worries if you don’t have them. All our drivers have good speaking skills in English or German languages so you don’t have problems with communication. Your driver will kindly assist you to find an exchange office and help in the process of exchange if needed.
In case if you don’t have time to visit an exchange office you can pay in USD or EUR after the driver approved the current rate with our dispatcher.
If you don’t want to bother about the cash payment, especially in case of long flight, the easiest way is to use the advance payment option and consequently enjoy your transfer after arrival with no worries about money.
PAY IN ADVANCE
Our clients can choose the option to pay the transfer in advance using one of the methods in the list below:
• Credit Card of any type
• PayPal
• SEPA bank transfer for EU clients
Once we receive your booking request we send you an invoice and you can do the advance payment online to finish the reservation process using one of the options from the list. After that you can be sure the driver will meet you and transfer you to your destination in the city with no additional fees.
Please note that paying with PayPal or credit card the additional administration fee 4.5% will be included into amount. Using Bitcoin or SEPA bank transfer you don’t pay more than it was charged in the invoice (no extra fees)
We do offer our clients the fixed prices which depend on the type of service and vehicle class. You can find all prices on our web page as well as the short description to each proposal. You can easily review the vehicle capacity, costs and additional information below the picture of the specific type of a car.
Each type of the transfer is accompanied with English or German speaking driver. In case of transfer from airport a driver meets the client in the arrivals with a sign with person's name or company name on it. Parking fee for one hour is included. If this time will be exceeded a customer should pay for extra hours. For return transfer a taxi will be waiting in the approved location or meet you in the hotel lobby holding sign with your name, no additional costs for wait.
In fact, there are three airports for commercial flights as well as several private and military ones. The passenger international airports are Sheremetyevo (SVO), Domodedovo (DME) and Vnukovo (VKO). They are situated at different sides and distance of Moscow. So you should keep this in mind when planning your time.
Frankly speaking, the transfer time is very dependent on the day and time. The working days usually are more marked by the traffic and traffic jams especially in morning and evening peak hours than weekends. So our advice is to plan not less than 2 hours to the ride. You also should keep in mind that airports require their passengers arrive 2 hours in advance before departure to pass all standard procedures. This is quite important because of the huge number of passengers which depart every day from any airport. So for your safety please plan approximately 4 hour to leave your hotel before your return flight. In case if you want to be sure about the right time for a taxi do not hesitate to give us a call or send an email to our dispatcher for assistance.
Airport
Some hours before your pick up you will receive an email from our dispatcher with name and mobile number of your driver. You should explore these instructions carefully.
The drivers come to the arrivals in the airport in advance usually 15 minutes after the actual end of the flight. Your driver will be waiting for you there holding the sign with name that you designated when made the reservations. One hour of waiting time since aircraft landing is included so you have enough time to pass the custom and receive your luggage.
In case if you can’t find your driver you should call him with mobile number you have or contact us by phone or email (all airports provide free WiFi). Alternatively you can go to the information desk and ask them for a phone to give us a service call. We do our best to coordinate you with your driver rapidly and fix the situation.

Hotel
Some hours before your pick up you will receive an email from our dispatcher with name and mobile number of your driver. You should explore these instructions carefully.
Your driver will arrive in advance and will be waiting for you downstairs in the hotel lobby holding the sign with name that you designated when made the reservations. In case if you don’t see him please ask on the reception, you also can ask them to give him a call.

Railway Station
Some hours before your pick up you will receive an email from our dispatcher with name and mobile number of your driver. You should explore these instructions carefully.
Your driver will be waiting for you on the platform in front of your (if you mentioned its number) or meet you near at the exit of the platform. The driver will hold the sign with name that you designated when made the reservations.
Yes, you can cancel reserved taxi at any time. To do this you must send a request with ID of your reservation to our dispatcher. You can use e-mail, chat or phone to inform us. The cancelation will be valid after you’ve received a confirmation from our dispatcher service.
Please review our rules and conditions about cancelation below:
• A reservation may be changed or canceled after consultation with the dispatcher service only. The request for cancelation or changes should be sent to our team in advance but not later than 24 hours before your transfer time. Please use e-mail or phone to inform us.
• If you cancel the reservation less than 6 hours before your transfer time and the cost of it is less than 4500 RUR (Russian Rubles), a customer will be charged 100% of the transfer price as a fee for cancelation.
• If customer did not provide all necessary details for transfer, a driver can reject the reservation request in case the passenger’s safety cannot be ensured (for example, if customer need baby seat, too many luggage, etc.). In such a situation a customer will be charged 100% of the transfer price as a fee for cancelation.
• A customer is not charged a fee if changes or cancelations regards to force majeure situation
• If you cancel the reservation in a period between 1 week and 24 hours before your transfer time and the cost of it is above than 4500 RUR (Russian Rubles), a customer will be charged 50% of the transfer price as a fee for cancelation.
• If you cancel the reservation less than 24 hours before your transfer time and the cost of it equal or above 4500 RUR (Russian Rubles), a customer will be charged 100% of the transfer price as a fee for cancelation.
• The Chauffeur Service is determined with the minimum quantity of hour of rent per car. So if a client actually uses less hours which were booked, 70% of the reserved hours will be charged at the end of the rides. For instance, if a customer books 10 hours of chauffeur service, but uses only 4 of them, the client will be charged with 7 hour of service and 3 hours will be compensated.
• The minimum amount for the Chauffeur Service is fixed so in case if a client reserves 2 hours but apply only 1, the full 2 hours will be charged.
The minimum time to book a transfer from an airport with a guarantee of availability of appropriate car and driver for a client is 3 hours. Our company also doesn’t have any service desks at the airports. So as the professionals we recommend doing reservations at least 1 day in advance. In this case we have enough time to find a car and driver with necessary skills in accordance with customer request and send details to both participants of a transfer – to a client and to a driver, and a customer can be sure that he will see his driver lobby holding sign with the name at the arrivals.
The status of your flight is always tracked by the driver. So he always has actual information on hand and arrives to the airport after an aircraft landed. If the flight is delayed we don’t charge this as an additional fee. If you have the information about flight delay before take-off, you can notify our dispatcher with an e-mail to order@ru-de-en-taxi.com and we inform your driver regarding this. Note that 1 hour of waiting since actual landed time is included by default.
The transfer duration is very dependent on the day and time. So our advice is to plan not less than 2 hours to the ride. You also should keep in mind that international airports require their passengers arrive 2 hours in advance before departure to pass all standard procedures. This is quite important to remember because of the huge number of passengers which depart every day from any airport. So for your safety please plan approximately 4 hour to leave your hotel before your flight. In case if you want to be sure about the right time for a taxi do not hesitate to give us a call or send an email to our dispatcher for assistance.
Suppliers operate a no smoking policy in all vehicles.