ADDITIONAL ARRANGEMENTS: TRANSFERZ

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Operational Processes

Transfers booked through the portal will be arranged by Transferz.

TRANSFERZ - INTRODUCTION

Transferz is a B2B technology company that operates a global marketplace for ground transportation. Transferz provides services across 150 countries and has a large range of transport options.

Founded in 2022
Staff located in 5 countries
Transferz is an Amsterdam bases B2B technology company that operates a global marketplace for ground transportation
Services are available in 150 countries around the world
Taxis, private cars and small vans, limousine, a helicopter etc are all available
All transfer companies are licensed and must meet high standards of safety, cleanliness and service.
Customers can book transfers to and from the airport, hotels and now cruise terminals

Further Transferz Partners

TRANSFERZ - OVERVIEW

The option to book transfers through our online portal is available for customers through their Traveler Hub.

The portal only opens once their tour has been confirmed and remains open up until seven days prior to departure.
- - It is for CUSTOMERS and TRAVEL AGENTS - The transfer portal is now LIVE for Travel Agents in their Traveller Hub! (update as of 10/07/25), Please note, Travel Agents will NOT receive commission for these booking
  - The portal may be closed on specific products - see more below.
  - The transfer is operated by Transferz, a 3rd party operator that partners with transfer providers globally.
  - This is an internal name only - please do not refer to it as a Transferz portal with customers.

WHICH PRODUCTS HAVE ACCESS TO THE PORTAL?

In the product set-up there is the option to disable access to the transfer portal for specific products. For example, if a tailor-made product is built with transfers already included in the package

To tell which products have access, view the product in Perseus and navigate to the Operations tab.

Here, you can see the Transferz Transfer Portal toggled as either YES or NO.

If it's toggled to YES, a hard-coded text will display in the Traveller Hub advising the customer that they have up until 7 days prior to departure to use the portal (as per screenshot below)

To tell which products have access, view the product in Perseus and navigate to the Operations tab.

Here, you can see the Transferz Transfer Portal toggled as either YES or NO.

HOW TO FIND THE DETAILS OF A TRANSFER PORTAL BOOKING

If transfers are included in the customer's package OR add as an 'add-on' during the purchase path, then these will be arranged by ops & details advised as usual.

You'll be able to recognise a transfer portal booking by how it appears on the invoice. Bookings made through the portal will specifically say "TRANSFER". You can also view bookings under the 'Operations' tab.

HOW WILL A CUSTOMER KNOW ABOUT THE PORTAL?

PRODUCT PAGE

We will be updating the wording on both the arrival day and final day of the itinerary to advertise the transfer portal (unless transfers are already included). It will also be added to the Fine Print of the product page.

FINAL DOCS EMAIL

If the transfer is available to the customer, a paragraph will be displayed in their final docs email with a link to the portal.

HOW TO MAKE A BOOKING: CUSTOMER & TRAVEL AGENT BOOKING PROCESS

Customers and Travel Agents can book via Traveler Hub and is available in all stores
Booking should be confirmed first before they can book via their TH.
Customers and TAs just need to select a car and confirm. No need to select a provider.
Transferz will select the provider for them.
No changes in terms of the payment process. Customer and TAs will have to pay through the Inspiring Vacations invoice.
Customers and TAs will have a direct link to Transferz on their confirmation email. This cannot be seen in HubSpot.

Vidyard RecordingVidyard video

Please click to watch the video

Once booked, customers and travel agents will receive a confirmation email.

This email will advise their customer:
1. - 1. - they need to pay their Inspiring Vacations invoice
      - Transferz booking reference
      - General booking details
      - Link to their booking directly with Transferz

Approximately 24-48 hours after booking, the customer / travel agents will receive a second email with:

- - - A travel voucher
    - Details of who will pick them up and location

Notes: If needed, reach out to the Operations Team to download the vouchers and upload it manually in Perseus.

HOW TO MAKE A BOOKING: AGENTS PORTAL

As of 23/05/2025

PLEASE ESCALATE TO MNL CS TEAM LEAD IF IT WILL FALL ON THE BELOW SCENARIO. MNL CS TEAM LEAD WILL USE THE PORTAL ONCE ESCALATED.

A client (customer or TA) requires an urgent new booking or a modification to an existing Transferz booking within 7 days, MNL CS should first pushback. If the customer insists, escalate it to MNL TL and they will book the Transferz for the customer as they now have access.

For requests within 72 hours prior to departure, please push back. MEL CS can no longer book if within this timeframe.

HOW TO CHECK ON OPERATIONS TAB

Transferz booking can also be found on the Operations Tab in Perseus.
Transferz will have a 6 alphanumeric reference - single digit number, ex. 6HW23J-1
Vehicle description will also be simpler e.g SEDAN
Outside 48 hours prior to pick-up, customer and travel agents can contact Inspiring Vacations as per normal and we can cancel their transfers and they can rebook if needed.
If traveling within 48 hours, customers and TAs must contact Transferz directly for any alteration requests.
For TRANSFERZ, Customers and travel agents can receive full refund until 24 hours prior to pick up.

HOW TO CONTACT TRANSFERZ

IMPORTANT NOTES

Update as of 10/07/25
1. The transfer portal is now LIVE for Travel Agents in their Traveller Hub.
2. No commission for Travel Agents
7 days pre-travel will be sent to the customers for those who haven't booked the transfers yet. Etc. other reminders.

EXTERNAL RESOURCES

Transfer FAQs - HERE
How to make a booking in the Traveller Hub - HERE

FAQ's

AT WHAT POINT IS THE TRANSFER BOOKING CONFIRMED WITH TRANSFERZ?

The transfer is booked as soon as the customer presses 'Place Booking' - which is why it is VITAL that we secure payment for this transfer as soon as possible.
Email reminders have been set up to chase payments as required.

CAN YOU BOOK RETURN TRANSFERS AT THE SAME TIME?

Only if the start and end locations are the same in reverse.
- - IE: Haneda Airport to Tokyo Hotel and then the same Tokyo Hotel to Haneda Airport.
If they want to book a transfer from Haneda Airport to Tokyo Hotel, and then get picked up from a different hotel at the end of the tour back to Haneda Airport, this will need to be booked as a separate transfer.

IF THE CUSTOMER / TRAVEL AGENT NEEDS TO ALTER ANY DETAILS ON THE BOOKING OUTSIDE OF 48 HOURS, WHAT DO THEY DO?

The customer or travel agent can cancel their order and rebook (process outlined above) as all transfers cancelled outside of 48 hours are 100% refundable.
This will mean that the customer/TA is making a dupe payment, however when they cancel their original transfer, a full refund will be processed.
Alternatively we can "amend" their transfer booking - additional fees may apply.

IF THE CUSTOMER NEEDS TO ALTER ANY DETAILS ON THE BOOKING INSIDE OF 48 HOURS, WHAT DO THEY DO?

The customer/TA will need to liaise with the supplier directly and make any payment changes directly to the supplier via the contact details in their transfer voucher.

WHEN DO WE RECOMMEND MAKING THE BOOKING?

Once passengers/TA have received their final documents so they have the confirmed address of their starting/ending hotels.

WHAT HAPPENS IF THE CUSTOMER/TRAVEL AGENT DOESNT KNOW THE ACCURATE PICK-UP AND DROP-OFF POINTS?

If a customer/TA selects a transfer with an in-accurate pick-up or drop-off point, they will get an approximate quote, the customer/travel agent will not be able to book it until they have an official address.

CAN CUSTOMERS/TRAVEL AGENNT SELECT CRUISE, PORS/RAILS STATIONS?

Yes we can book transfers to/from cruise terminals and rail stations.

EMERGENCY CONTACTS

Will be dependent on the supplier - customers/travel agents will have this on their confirmation voucher after booking the transfer.

IF THE CUSTOMER/TRAVEL AGENT WANTS TO BOOK WITHIN 7 DAYS

update as of 23/05/2025

Clients are able to book their own transfers up to 7 days before departure.
A client requires an urgent new booking or a modification to an existing Transferz booking within 7 days, MNL CS should first pushback. If the customer insists, escalate it to MNL TL and they will book the Transferz for the customer as they now have access to the portal.

IF THE CUSTOMER/TRAVEL AGENT PUSHES

If the guests pushes this and will not take no for an answer, please escalate it to MEL CS to investigate as we can look into adding the transfer on.
However this can only be requested as long as they are at least 3 days before departure. Once within 3 days, it cannot be added on, even if it is escalated to MEL CS.

CUSTOMER/TRAVEL AGENT CANCELS TRANSFER IN TRAVELLER HUB:

update as of 10/03/2025

If a customer/travel agent has booked with Transferz and wants to cancel, they can do so via their Traveller Hub or by sending us an email.

Customer logs into their TH and clicks to view their transfer details

2. Click on cancel transfer

3. Customer/travel agent proceeds , the system will determine if their departure is within 24 hours or not. Then the following will occur based on step 3 outcome:

DEPARTING WITHIN 24 HOURS:

Before the customer/travel agent cancels they will be warned they will not receive a refund before they check-out.

2. If they proceed to cancel the line item on the invoice will add the following : CANCELLED NON REFUNDABLE

DEPARTING OUTSIDE 24 HOURS:

The customer/travel agent will receive a generic message
If they proceed to cancel then the line item on the invoice will auto update to REFUND PENDING
As per normal, this status will trigger a task in HubSpot to finance to reimburse the customer.

CANCELLING IN PERSEUS:

If you were to cancel the Transfer in Perseus, the invoice actions will happen exactly as per the above outcomes.
The only thing that will NOT happen, is that you will not receive the confirmation to cancel pop-ups

NO SHOW:

CS teams in MNL and MEL should be alerted to Transferz No-show bookings either:

Transferz email notification - handled by MNL unless escalated (being confirmed with MEL systems support)
Customer escalation - handled by MNL unless escalated

Advising a customer they have been marked as a 'no show':

Email received from Transferz
If customer has not already been in touch with us and we are notified by Tranzfers that customer has 'no showed', please use email template 'Addons - Transfer No-Show' to communicate to the traveller what has occurred.
(Please be mindful that this can be an emotive issue as it is likely that the customer was inconvenienced due to this and will be expecting a refund.)

Notification from a traveller that they cannot locate their driver:

Check if they have enabled Wifi or mobile data on their phone so the driver can contact them. (Often by WhatsApp)
Request that they contact the numbers on their transfer confirmation email, or failing that, provide them with a back up number for transfer support (Transferz). The contact details for Transferz are as follows:
- - Phone Priority Line - + 1 (928) 272-1632
  - Whatsapp - +1 518-620-5111

TRANSFER PORTAL ACCESS:

update as of 8/5/25

In the event that IV needs to book Transferz on behalf of the customer, please guidelines below who could make the booking. MNL CS must coordinate with the authorized MNL person to do the booking.

CURRENT ACCESS

The Transferz Portal is currently limited to Team Leads, Senior Customer Representatives, and Customer Service Representatives II (TA Line Agents).

CREDENTIAL REQUEST

SCSRs and TA Line Agents should request portal credentials from their respective team leaders.

TRANSFERZ BOOKING NOTATIONS:

Note: This process is only for MNL CS agent reference. This will process will be utilized by the authorized person (MNL TL, SCSR and Tier 2 agents).

Currently, when a Transferz booking is manually made by an authorized person, it does not sync to the Operations tab in Persues.

Details will need to be manually updated:

Invoice Format: Please add the following format to the Management tab for invoices:

***Type of Journey (Transferz Code) - Journey Specifics

PROCESS TO INPUT TRANSFER INFORMATION INTO PERSEUS

Note: This process is only for MNL CS agent reference. This will process will be utilized by the authorized person.

update as o 16/05/25

Manual bookings through the portal do not automatically reflect in Perseus, so it must be manually added in the operations tab. The reason for this is so that other agents can find this information easily if a guest calls about their transfer.

To add a transfer into Perseus, navigate to the Operations tab and move down to the section that says Operation Activities. There will be a green add button in the far right hand side.