Frequently asked questions & answers

On this page we have listed the most common questions and answers. If you can't find the answer to your questions, please click on the link at the bottom of this page.

Before your trip

How does a shared ride work?

When booking a shared ride, you can be sharing your ride to or from Arlanda with other travelers whose bookings matches your booking timewise. In addition to your own stop, a shared ride usually makes two stops in the direction of Arlanda. When you enter your travel information for a shared ride booking, our system calculates your pick-up time with margins for other pickups along your way.

For each booking with a shared ride, only one address can be entered. The traveler is not able to add or choose which stops the car does during the route.

Book ride

Can we choose multiple addresses for pickups in the same booking?

Unfortunately, we do not offer a service at this time where you can book several stops along the way within the same booking. For each booking, you can only choose one pickup address. Even though a shared ride can be picking up other travelers along the way, it is not possible for travelers themselves to add or choose these stops.

If you are a company of travelers that wishes to go from different addresses, a separate booking must be made for each address. If you make several reservations, we cannot guarantee that you will be routed to go in the same car but if the pickup takes place in a nearby area and time, chances are you will be able to do so.

How much luggage can I bring?

Each passenger in your party can bring a maximum of 1 bag for check-in and 1 hand luggage. Enter the number of bags for the reservation in the field under “Passenger Information”. You do not need to enter your hand luggage in the booking.

In addition to the above, your party can also bring special luggage according to our chart for special luggage.

It is important that you enter the correct number of bags and bulky luggage in time for your trip. You can change your reservation in the app or on our website up to two hours before your pickup time.
Find our luggage policy and instructions here.

Can I book child safety seats?

We will gladly provide safety seats for your children at no additional cost. You book your child seat while booking your ride in the app or on the website, by choosing what kind of safety seat you want and how many. The customer is responsible for booking a safety seat that suits your child, judging on the child’s length and body stability.

We offer:

  • For children up to about 5 years: rear-facing child seats
  • For children over 5 years: Booster seats
  • Infants: If you are traveling with infants you need to bring your own safety seat. Infants must not sit in the adult’s knees during the trip. Your child is an infant up to about 6-9 months, or until the child can sit steadily in a car seat.

 

For each booking, only two rear-facing safety seats and two booster seats can be booked.

 

Everyone traveling with us is considered a passenger and pays the same price for their trip, regardless of age.

Can I travel with my pet?

You are welcome to travel with pets. All animals need to be staying in a cage or carrier bag during the journey. Please indicate that you are traveling with pets in the comment field under passenger details in your booking, so that we can ensure space.

If your animal weighs more than 11 kg, you need to book a non-stop van.

The restrictions above do not affect service dogs.

Travelers with allergies to different animals should be aware that other passengers in a shared ride can be traveling with a pet.

How do I book if I travel to a Schengen country?

When traveling to a country within the Schengen area, you can choose the domestic/ Schengen category when making your reservation. When you choose this type of flight, we calculate your trip so that you are at the airport 50 minutes before your flight departure.

Please note – If you have luggage to check in for your flight, we ask you to choose an earlier pickup time than the one that is first suggested, so that you will have larger margins upon check-in.

You can choose an earlier pickup time by clicking the field under the heading “Pickup Time” in your booking and then select an earlier time in the dropdown list.

Countries within Schengen:

Austria

Belgium

Czech Republic

Denmark

Estonia

Finland

France

Germany

Greece

Hungary

Iceland

Italy

Latvia

Liechtenstein

Lithuania

Luxembourg

Malta

Netherlands

Norway

Poland

Portugal

Slovakia

Slovenia

Spain

Sweden

Switzerland

Pick up and drop off

How does it work with my pickup when traveling to and from Arlanda?

 

Trips to the airport

We have a 15-minute pickup window when traveling to Arlanda, which means that your ride will normally show up within 15 minutes of your scheduled pickup time. For example, if your pickup time is 10:00, your car will show up between 10:00 and 10:15.

It’s important that you are at the booked pickup address and are visible and ready for departure when the pickup window starts. Our drivers run per a strict schedule and unfortunately they do not have the opportunity to wait for travelers.

The pickup time you receive as a proposal when booking, is based on the information you provide about your trip. When choosing Domestic / Schengen, we calculate that you will arrive at the airport 50 minutes before your scheduled flight departure. When traveling International / Charter, we calculate that you arrive 1 hour and 50 minutes before your flight departure. If you wish to arrive earlier or have larger margins, you can choose an earlier pickup time than we suggest.

Trips from the airport
Your pre-booked pickup from Arlanda is not fixed to a specific time, but is regulated according to your arrival schedule. In your booking, you specify the time your flight is suppose to be landing.

 

You let us know that you have landed at the airport and are ready for your pickup, by completing your self- check in for Door to Gate. First after checking in, your car will drive up to the desired terminal.

This means that your booking with Door to Gate will not get affected if your flight gets delayed. You can check in for your pickup via:

 

  • The app: You can check in by simply just opening the app on your phone after landing and click “Yes” when the push request asks you to. You can also use the “My trips” page and then click “Check in” for your trip.
  • SMS: You will receive a text message to the specified phone number after you landed. By following the link in the text message, you can start your check-in without having to have the app on your phone.
  • Hosts: Between 07:00 and 01:30 you will find our Flygbussarna hosts outside of the arrival terminals by the bus stops, to help you check in for the trip.

 

After checking in, you will receive instructions to your phone on how to find our pickup location depending on the terminal you indicated you are on. You will also be able to follow your assigned car on a map, as well as contact your driver if required.

Your ride will usually pick you up within 20 minutes of check-in. An extended waiting time may occur at special occasions.

How do I find my ride at Arlanda?

You let us know that you have landed at the airport and are ready for your pickup, by completing your self- check in for Door to Gate. First after checking in, your car will drive up to the desired terminal.

Once you have checked in for your ride, you will receive a message to your phone with information about which car you are assigned for the trip. You will also get instructions on which stop you will be going to, depending on the terminal you are at, as well as the opportunity to contact your driver and see where your assigned car is on a map.

Pickup Locations:
Terminal 5 – bus stop 2
Terminal 4 – bus stop 5
Terminal 3 & 2 – bus stop 7-8

What can I do if my flight gets delayed?

When traveling from Arlanda, we will not assign you your car until you have checked in by our self-check in after you landed. Only after you have completed your check-in, your car will be prepared to pick you up.

You can check in within 24 hours of your estimated arrival time. Shorter delays and late incoming flights will therefore not affect your booking, and you can check in as usual with your mobile when you arrive at the airport.

More information about check-in

How can I contact you before my pickup?

If you need to contact us in close proximity to your trip, please contact your driver. When the time for your pickup towards the airport are getting closer, or after checking in for your trip from the airport, you will be assigned a car. Once you have been assigned a car for the trip, you will receive an SMS to your phone with a link. If you click on the link you can see where your assigned car is on a map, and contact your driver if needed.

If anything happens that affects your pickup, you will be contacted by your driver or our dispatchers via your specified phone number.

I have forgotten belongings in the car, what should I do?

If you suspect you have left luggage in one of our cars, please contact our partner Sodexo. Leave your description via our form for lost & found

If you find that you have left something in the car immediately after your dropoff at Arlanda, you can contact our Flygbussarna hosts outside of the arrival hall at terminal 5.

All passengers are responsible for their own luggage and any items left in the car. Flygbussarna Door to Gate are not responsible for lost items and do not replace lost luggage, but we always do our best to return what we find to its owners.

Booking and payment

What does it cost?

The best way to know the exact price from your address, is to enter your address and number of passengers in our “Price search function”.

Our prices are based on a starting price, that varies depending on where you want to go. For each passenger that you add in your own booking in addition to the 1st person, there will be an additional 65 SEK per passenger. The price you pay for your trip with a shared car, will not get affected by other bookings placed in the same car as you.

Anyone traveling with Door to Gate is considered a passenger and pays the same price regardless of age.

See price

How do I book and pay?

You can book and pay for your ride easily in our app for iPhone or Android or directly on our website. Only payment by credit card is possible on all bookings.

We accept VISA, Mastercard and Amex.

Once you have completed your booking, you will receive a booking confirmation and receipt to your email. There you will find information about your pick-up, your payment and other instructions regarding your trip.

Our recommendation is that you book your ride 24 hours before the time you need to travel. Shorter notice may limit our ability to meet your needs in the best way, or offer you the service you desire.

Book ride

Read more about payment options or payment issues

From / to which areas can I book a ride?

In our zone map you can see which areas we traffic and search for your address.

Go to zone map

Manage trips

How do I cancel my trip?

You cancel your reservation in our app or directly on our website. If you cancel your reservation at least 2 hours prior to the booked pick-up time, the full amount you paid for the trip will be refunded to you within 3 to 5 business days.

After cancelling a trip, you will receive a cancellation confirmation to your email.

Read more about our cancellation policy or how to proceed to cancel your trip

How do I make changes to my reservation?

You can change and add information to your booking up to 2 hours before your booked pick-up time.

  • In the app: Log in to your account in the app and go to the “My trips” page. There you will see an overview of your trip and can handle or cancel your next trip. If you click the edit pen next to the field you want to edit, you will be taken to a page where you can choose to add or change the information in the field. Do not forget to click save to your updates, to review the change.
  • On the web: Click “Edit or cancel trip” under the menu “Manage trips”. Enter your booking number and your last name to find your booking and make your edits. Remember to save your changes.

Read more about making changes to trip

How do I get my booking confirmation and my receipt?

You will receive a confirmation to your email for all successfully made reservations, where you can find complete booking and payment details. Please also check your spam if you cannot find it in your inbox.

You can also order a new confirmation and receipt to your email, under the “My trips” page in the app or on the website under “Edit or cancel trip”. Flygbussarna Door to Gate cannot guarantee access to a receipt afterwards.

Did you not find the answer to your question?