Frequently asked questions and official help center

Our team supports you in three ways. First, our 24/7 operations desk assists you in English and Spanish on WhatsApp (+57 301 706 3345). Second, we assign bilingual drivers subject to availability and train all drivers in conversational English through Safe Travels Go Academy. Third, drivers use real-time AI voice translation tools on their phones (with beta Apple CarPlay and Android Auto support). This allows you to give directions and request stops without communication barriers (See Clause 10.3 of the Terms).

We offer six legal and operational guarantees:

• We operate under Colombia's Special Public Transport framework (Decree 1079 of 2015) with an official FUEC trip manifest registered in RUNT. Unregulated app vehicles face police impoundment at MDE airport.

• Your flat rate includes the $26,300 COP Túnel de Oriente toll and parking, with no taxi meters or surge pricing.

• We include 60 minutes of courtesy wait time on international flights and 30 minutes on domestic flights, adjusted by live flight radar.

• We match your vehicle category (SUV, Minivan, Van) to your verified passenger and luggage count.

• Drivers never receive your personal phone number (Privacy Policy Section 4.2).

• Every trip includes civil liability insurance up to 100 SMMLV and official DIAN electronic invoicing.

No. Our AI Travel Assistant for designing personalized day tours, calculating route durations across Antioquia, and receiving instant flat quotes is completely free to use on our website.

Yes, every vehicle includes cold air conditioning (20°C to 22°C), complimentary bottled water, and fast chargers (USB-C and Lightning). On-board 4G Wi-Fi is available upon prior request during booking, subject to vehicle availability, mountain network coverage, and an additional surcharge (See Clause 5.8 of the Terms).

No. Safe Travels Go does not provide armored cars, armed bodyguards, or self-drive rentals. We operate exclusively with vetted professional chauffeurs in licensed Special Public Transport vehicles (White Plate: SUVs, Minivans, Vans, and Microbuses), backed by our road safety plan (PESV) and real-time GPS tracking (See Clause 1.1 of the Terms).

Yes. Through our international traveler partnerships, we provide direct recommendations for unlimited data international eSIMs (such as Holafly) so you can activate your data plan prior to takeoff and land at JMC Airport with instant WhatsApp and internet access. If your smartphone does not support eSIM technology, indicate this when booking and our team will guide you on securing a local prepaid physical SIM card upon arrival in Medellín.

Your driver meets you curbside at Exterior Gate 2 (international flights) or Exterior Gate 1 (domestic flights), with vehicle credentials sent to you in advance on WhatsApp (+57 301 706 3345). Once you clear baggage claim, message dispatch and your driver pulls into the passenger bay immediately. If you prefer your driver to wait inside the arrivals hall with a name sign, request Meet & Greet when booking (official airport parking fee applies, $10,000 to $15,000 COP per hour) (See Clause 4.1 of the Terms).

We track your flight number by live radar and adjust your pickup time automatically at no charge. Every booking includes complimentary wait time: 60 minutes for international flights, 30 minutes for domestic flights, and 15 minutes for hotel pickups. Once courtesy time expires without contact, additional waiting is billed at $55,000 COP per hour in 15-minute blocks ($13,750 COP), plus parking fees if incurred (See Clauses 4.1 and 4.2 of the Terms).

Our flat rate for an Executive SUV (1 to 4 passengers) between JMC Airport and Medellín (El Poblado, Laureles, Centro) is $160,000 COP (~$40 USD). Minivans (5 to 7 passengers) start at $240,000 COP, and Corporate Vans (8 to 13 passengers) at $320,000 COP. The fare includes the $26,300 COP Túnel de Oriente toll, airport parking, baggage assistance, and courtesy wait time. There are no surge multipliers or hidden fees.

Between 25 and 35 minutes to El Poblado, and 40 to 50 minutes to Laureles or Downtown Medellín via the Túnel de Oriente expressway (8.2 km). If the tunnel closes for scheduled overnight maintenance, drivers take Variante Las Palmas or Autopista Medellín-Bogotá at no additional cost.

We recommend scheduling pickup 3.5 to 4 hours before international flights, and 2.5 to 3 hours before domestic flights. This allows 35 to 45 minutes on the road via Túnel de Oriente plus the mandatory airline check-in window. Our dispatch team monitors traffic and weather, and alerts you on WhatsApp if an earlier departure is advisable.

We recommend booking at least 24 hours in advance to guarantee your preferred vehicle category (SUV, Minivan, or Van) and complete mandatory FUEC permit documentation, especially for late-night or early-morning flights. For urgent same-day or immediate pickups, contact our 24/7 WhatsApp dispatch desk (+57 301 706 3345) to check vehicle availability in real time.

Yes. We operate private executive transfers to and from Olaya Herrera Domestic Airport (EOH) in Medellín for regional flights (such as Nuquí, Bahía Solano, Capurganá, Paipa, and the Coffee Triangle), as well as direct airport-to-airport express transfers between EOH and JMC via the Túnel de Oriente for connecting passengers.

We operate private full-day tours with dedicated vehicle standby and round-trip highway tolls included. Official 2026 rates from Medellín:

• Guatapé and El Peñol Rock (8 to 10 hours): from $590,000 COP (~$180 USD) in an SUV (1 to 4 passengers) and $820,000 COP (~$251 USD) in a Minivan (5 to 7 passengers).

• Santa Fe de Antioquia Colonial (8 hours): from $510,000 COP (~$156 USD) in an SUV.

• Medellín City Tour and Comuna 13 (4 hours): from $280,000 COP (~$86 USD) in an SUV.

• Coffee farms and nature day trips: Jardín, Jericó, Támesis, or Río Claro.

The private Guatapé and El Peñol excursion takes 8 to 10 hours. We recommend departing from your hotel in Medellín between 7:00 AM and 8:00 AM to arrive at the Peñol rock ahead of the crowded shared tour buses, climb the 740 stairs in cool weather, cruise the reservoir, enjoy a relaxed lunch on the boardwalk or Zócalo Plaza, and return to Medellín before evening highway congestion.

Yes. On a private tour you set the pace. You can stop at scenic viewpoints, enjoy coffee in Marinilla, and spend as much time as you like in each town without commercial detours. Travel must stay within the municipalities listed on the electronic FUEC manifest; if you want to add another town during the trip, confirm it with dispatch on WhatsApp.

No, attraction tickets and meals are not included in the standard transport fare. The fare covers the private vehicle, driver on standby, fuel, round-trip highway tolls, and passenger insurance. Gate tickets (such as El Peñol rock climb, approximately $25,000 to $30,000 COP per person), boat rides, and meals are paid directly at each location, or can be arranged in advance through our partner network.

We offer four licensed white-plate fleet tiers: Cat B Premium SUV (1 to 4 guests), Cat C Executive Minivan (5 to 7 guests), Cat D Corporate Van (8 to 13 guests), and Cat E/F Special Microbus or Coach (14 to 40 guests). For groups of 14 or more travelers, our quoted fare automatically incorporates Category II highway toll rates mandated at Antioquia toll plazas for larger commercial vehicles.

For single-day round trips outside regular tourist circuits, we charge 1.65x the baseline one-way route plus round-trip tolls, adding driver standby at $55,000 COP per hour. For multi-day trips with overnight stays outside the Aburrá Valley, we do not charge overnight waiting hours; instead, a flat driver per diem of $150,000 COP per night covers the chauffeur's hotel lodging and meals.

The minimum booking time is three (3) consecutive hours. Official 2026 rates for the 3-hour block (with 36 km included):

• Urban Zone (Medellín & Aburrá Valley): $70,000 COP/hour in an Executive SUV ($210,000 COP for 3 hours; $294,000 COP in Minivan; $378,000 COP in Van; $525,000 COP in Microbus).

• Eastern Antioquia (Rionegro, Llanogrande, El Retiro): $80,000 COP/hour in an Executive SUV ($240,000 COP for 3 hours) (See Clause 3.1 of the Terms).

Each booked hour includes 12 cumulative kilometers of driving (36 km in a 3-hour block, or 96 km in an 8-hour day). If your trip exceeds this distance, additional kilometers are billed at the standard kilometer rate for your vehicle category. Highway tolls and private parking during the booking are billed at direct cost (See Clause 4.1 of the Terms).

Yes. We coordinate continuous dedicated chauffeur service for multi-day business agendas, Plaza Mayor conventions, Llanogrande weddings, stadium concerts, and official visits, keeping the same vehicle and assigned driver throughout your stay.

Yes. If your dinner, executive meeting, or medical consultation runs longer than scheduled, simply message our operations desk on WhatsApp (+57 301 706 3345). Subject to the vehicle's subsequent schedule, you can add hours at the standard hourly rate for your category.

With an hourly chauffeur on standby, your car waits directly outside every restaurant, clinic, office, or shopping mall. You can leave shopping bags, laptops, or luggage securely inside the locked, climate-controlled cabin between stops, avoid waiting for cars during rush hours or rainstorms, and ride with a consistent, vetted white-plate professional driver.

Yes. SAFE TRAVELS GO S.A.S. (NIT 902.047.785-8, Simplified Tax Regime - RST) issues official DIAN electronic invoices (FEV) for the entire service under a Commercial Mandate contract. Ground passenger transport and highway tolls are invoiced as third-party income exempt from VAT (0%), in accordance with Article 476, Item 9 of the Colombian Tax Statute.

Yes. We structure B2B corporate contracts for executive airport transfers, executive personnel routes across the Aburrá Valley, and corporate travel in the Rionegro Free Trade Zone. High-volume corporate accounts access our technical B2B floor starting from $55,000 COP per hour (3-hour block from $165,000 COP), cost-center allocations, digital FUEC ride logs, and monthly consolidated electronic billing.

Under Colombian transport regulations (Article 88 of the National Transport Reform), companies, hotels, and clinics that hire or facilitate unauthorized transport in private-plated cars face corporate fines of up to $726 million COP, plus loss of insurance coverage in an accident. Safe Travels Go operates its entire fleet under Special Public Transport licensing (White Plate) with active FUEC manifests, drivers with PILA Risk Level IV/V social security, and civil liability policies up to 100 SMMLV (See Clause 1.3 of the Terms).

Yes. We design and manage ground logistics for international conventions at Plaza Mayor, corporate summits, trade delegations, and executive events in Medellín and Llanogrande, deploying coordinated fleets of Executive SUVs, Minivans, Vans, and Microbuses with dedicated on-site dispatchers and flight tracking for every delegate.

We assign drivers trained in executive protocol through Safe Travels Go Academy, supported by real-time AI voice translation tools on their phones (with beta Apple CarPlay and Android Auto support) and our 24/7 bilingual dispatch desk. Schedules, stops, and flight connections are coordinated clearly in English.

Corporate accounts with active agreements receive 24/7 priority support via WhatsApp (+57 301 706 3345) and corporate email (`info@safetravelsgo.com`). Any flight change, meeting schedule extension, or passenger substitution is updated immediately on the electronic FUEC permit and dispatch console.

We follow a smooth-ride protocol for post-op, cosmetic, and dental patients: slow driving over speed bumps, smooth routes, sanitized air-conditioned cabins (20°C to 22°C), physical boarding assistance, and space for orthopedic pillows. Official 2026 rates:

• Clinic to hotel transfer (Medellín / El Poblado / Laureles): from $45,000 COP (~$14 USD) per leg in an SUV.

• Post-op standby and pharmacy run (3-hour block / 36 km included): from $210,000 COP (~$64 USD).

• Full surgical circuit (4 legs: JMC Airport -> Hotel -> Clinic -> Hotel -> JMC Airport with tolls included): from $480,000 COP (~$147 USD).

Yes. With hourly standby or scheduled medical packages, your driver remains in authorized hospital bays (in El Poblado, Ciudad del Río, Las Vegas, Envigado, or San Vicente Fundación Hospital in Rionegro) ready to pull up to the clinic doors the moment you receive medical discharge, sparing you curb waits after sedation.

We understand that surgical recovery and clinical schedules often shift. Medical tourism patients enjoy priority schedule flexibility without penalties: simply have your companion, nurse, or medical concierge message our WhatsApp (+57 301 706 3345) to synchronize pickup with your revised discharge hour.

Yes. Rates are billed per vehicle and not per person. Within your booked vehicle capacity (up to 4 passengers in an SUV, up to 7 in a Minivan), companions, nurses, and medical luggage travel at no extra charge.

Yes. During standby or discharge bookings, your chauffeur can stop at specialized surgical pharmacies to pick up prescriptions (while you rest in the air-conditioned cabin) and provide transfers to hyperbaric oxygen therapy sessions, lymphatic drainage clinics, or recovery homes.

Cancellations made within 24 hours of booking receive a 100% refund if the trip is scheduled more than 72 hours away. After that period, refunds follow our tiered policy:

• 20+ days before travel: 90% refund.

• 19 to 15 days before: 80% refund.

• 14 to 8 days before: 50% refund.

• 7 to 3 days before: 30% refund.

• Less than 72 hours before: non-refundable.

Involuntary flight cancellations reported over 5 hours in advance receive a 90% refund or free date change. If a passenger fails to show up after courtesy waiting expires, the fare is non-refundable. Bank refunds take 7 to 15 business days, or you can choose an instant travel voucher (See Clause 7 of the Terms).

For on-demand services dispatched immediately, you can cancel free of charge within the first 5 minutes after a driver is assigned (100% credited to a future booking). Between 5 and 15 minutes, a 20% dispatch fee applies if the driver has not reached pickup. After 15 minutes or once the driver arrives, the booking is non-refundable (See Clause 8 of the Terms).

Under Colombian consumer protection law (Article 47 of Law 1480 of 2011), the right of withdrawal must be exercised within five (5) business days following purchase, provided the trip has not commenced. For electronic payment reversals (Decree 587 of 2016) due to fraud or duplicate charges, submit your claim within five (5) business days to support@safetravelsgo.com (See Clause 9 of the Terms).

You can modify your booking free of charge up to 20 days before travel. Closer to your trip, administrative fees apply:

• 19 to 8 days before travel: $20,000 COP fee.

• 7 to 3 days before travel: $30,000 COP fee.

• 3 days to 24 hours before travel: $40,000 COP fee.

• Less than 24 hours before travel: no route or date modifications are permitted, except correcting passenger names.

You may change either the origin or the destination before dispatch, but not both. Message WhatsApp (+57 301 706 3345) or email support@safetravelsgo.com (See Clause 6 of the Terms).

When completing your reservation on our booking engine, the system generates a sequential reference code (format `STG-2026-WEB-XXX`). Once your payment deposit (50% or 100%) is confirmed, you can open your Digital Executive Boarding Pass by clicking your booking code, displaying your route summary, pickup time, baggage capacity, and closed flat fare. Prior to pickup, Operations (+57 301 706 3345) sends your vehicle dossier via WhatsApp with the assigned White-Plate vehicle details, driver name, and active FUEC permit.

If a highway is closed due to landslides, weather, or authority decisions, our dispatch center immediately reroutes your vehicle through authorized alternative corridors (Variante Las Palmas, Santa Elena, or Autopista Medellín-Bogotá). If road conditions prevent safe travel, we review the case to offer priority rescheduling or travel credits (See Clause 12.2 of the Terms).

We accept Visa, Mastercard, American Express, PSE bank debit, Nequi, Botón Bancolombia, and direct bank transfers (Payments Portal). For trips booked more than 72 hours in advance, you can pay a 50% deposit to confirm and pay the remaining 50% up to 72 hours before pickup. Bookings made within 72 hours require full payment upfront. Drivers never collect cash on board (See Clause 2.2 of the Terms).

Yes. All airport transfers and fixed day tours include all highway tolls along the route, including the $26,300 COP Túnel de Oriente toll ($32,900 COP for Microbuses). You never pay cash at toll plazas. Only on open hourly chauffeur services outside the urban perimeter are highway tolls billed at direct cost.

Yes. Trips starting, ending, or running between 20:00 (8:00 PM) and 05:00 (5:00 AM) include an operational night surcharge: $5,000 COP flat for short urban trips in the Aburrá Valley, or +20% on the base operational fare for airport and regional routes (with no surcharge on tolls). This amount is clearly itemized in your quote before payment (See Clause 3.2 of the Terms).

All services are billed and settled in Colombian Pesos (COP), in compliance with Colombian law and DIAN tax regulations. The US Dollar (USD) figures shown on our website are informational estimates based on Colombia's official Market Representative Exchange Rate (TRM). Your bank converts the COP charge to your local currency.

We verify identity on international payments over $300 USD to prevent card fraud and identity theft, supported by 3D Secure (3DS2) bank verification. Our compliance team (fraud@safetravelsgo.com) may request a photo of your ID before dispatching the vehicle. If you notice a duplicate charge, contact support@safetravelsgo.com before opening a bank dispute (See Clause 10 of the Terms).

All payments run directly through the banking infrastructure of Wompi by Bancolombia under PCI-DSS Level 1 compliance and TLS 1.3 / AES-256 encryption (Privacy Policy Section 7). Safe Travels Go never stores, captures, or views full credit card numbers, expiration dates, or CVV security codes.

Luggage capacity depends on vehicle tier:

• Executive SUV (1 to 4 passengers): 2 to 3 large 23 kg bags + 2 carry-on bags.

• Executive Minivan (5 to 7 passengers): 3 to 4 large 23 kg bags + carry-ons.

• Corporate Van (8 to 13 passengers): 6 to 8 large 23 kg bags + carry-ons.

• Special Microbus (14 to 40 passengers): luggage hold for 12 to 20+ large bags.

If 4 passengers travel with 3 or more large bags, our booking tool recommends upgrading to an Executive Minivan (Cat C) so no luggage rides on passenger laps. For surfboards or golf bags, notify us in advance (See Clause 5.1 of the Terms).

No, child safety seats are not included by default. Minors must travel in the rear seats under adult supervision. You can request a child safety seat or booster when booking for an additional surcharge of $25 USD, subject to driver availability (See Clause 5.2 of the Terms).

Pet transportation is not included by default to maintain vehicle cleanliness. You can book pet-friendly transport by requesting it in advance for an additional surcharge of $25 USD, subject to allied driver confirmation. Pets must travel in a secure carrier or on a clean blanket (See Clause 5.3 of the Terms).

Four rules apply in all vehicles:

• Smoking, vaping, and illegal substances are strictly prohibited.

• Drivers may terminate service for intoxication, violence, or any violation of Colombian law, with zero tolerance for the commercial sexual exploitation of minors (ESCNNA, Laws 679/2001 and 2068/2020).

• Passengers responsible for liquid spills, vomit, or interior damage must cover deep-cleaning costs and downtime fees immediately.

• Vehicles may carry safety dashcams, with recordings protected under our privacy policy (See Clauses 5.4 to 5.6 of the Terms).

Report it immediately to our 24/7 operations desk on WhatsApp (+57 301 706 3345) or by email at support@safetravelsgo.com with your booking code (STG-2026-WEB-XXX). Because drivers do not receive your personal phone number, our central desk contacts the driver, secures the item, and coordinates return to your hotel or our office in Medellín (See Clause 5.9 of the Terms).

Drivers never receive your personal phone number or email address. The driver only sees your name and pickup location, and trip details are removed from their app 5 minutes after drop-off. All flight updates and messages are coordinated through our 24/7 central desk on WhatsApp (+57 301 706 3345), compliant with Colombian Law 1581 of 2012 (Habeas Data) and GDPR (See Clause 5.7 of the Terms and Section 4.2 of the Privacy Policy).

Every dispatched vehicle operates under Special Public Transport (White Plate) regulations and carries:

• Contractual (RCC) and extracontractual (RCE) civil liability policies with coverage up to 100 SMMLV per passenger.

• Valid SOAT, annual mechanical inspection (RTM), operating card, and official FUEC permit in RUNT.

• Optional daily travel assistance policies through allied insurers for medical emergencies in Antioquia.

You can register your personal travel insurance details when booking to speed up assistance if needed (See Clause 1.3 of the Terms).

Colombian law requires passenger identification for two reasons:

1. Ministry of Transport rules (Decree 1079 of 2015) require passenger full names and ID numbers on the official FUEC trip manifest.

2. Immigration regulations require reporting foreign visitors to the Foreigner Registration Information System (SIRE).

Your data is encrypted under TLS 1.3 and never shared with unauthorized third parties (See Clause 11 of the Terms and Section 4.3 of the Privacy Policy).

If a vehicle has a flat tire or mechanical issue, the driver pulls over safely and notifies dispatch within 2 minutes. We immediately dispatch the closest allied white-plate vehicle at no extra charge. The first driver hands the printed physical FUEC permit to the replacement driver so your trip continues with full legal documentation before highway authorities.

We operate under set response times:

• Active trip emergencies: under 5 minutes on WhatsApp (+57 301 706 3345).

• Billing inquiries: up to 12 business hours (support@safetravelsgo.com).

• Service inquiries and PQRSD: up to 24 business hours.

• Habeas Data requests: up to 10 business days for consultations and 15 days for claims (legal@safetravelsgo.com).

If your pickup is delayed more than 15 minutes due to our operations, you receive a 20% discount on the base fare of your next trip (See Clause 12.4 of the Terms and Section 8 of the Privacy Policy).

We implement Google Consent Mode v2 on our website: you can accept or decline analytics cookies at any time via the Cookie Preferences link in the footer, while keeping itinerary planning and Wompi payments functional. Vehicle GPS tracking is conducted strictly during active trips (Decree 1079 of 2015) for road safety and route verification. Coordinates are confidential and never sold (Cookies Policy).

Allied drivers receive 75% of the base fare on every trip, plus up to a 5% performance bonus starting in month two for punctuality and high ratings (80% total). Highway tolls (with physical receipt) and overnight per diems ($150,000 COP per night) are passed through entirely to the driver without platform deductions. Payouts are transferred directly to bank accounts with DIAN electronic support documents. Apply at /work-with-us or message Fleet Coordination (+57 301 769 0901) (See Section 5 of the Privacy Policy).

Yes. At Safe Travels Go, we value dedicated hospitality, road safety, and professionalism, actively welcoming experienced senior drivers. Fluent English is not required: you operate with real-time AI voice translation tools directly on your smartphone (with beta Apple CarPlay / Android Auto support), and through Safe Travels Go Academy, we guide you step-by-step in digital tools, conversational travel English, and executive VIP etiquette.

We recruit Special Public Transport vehicles (White Plate) model 2018 onwards in SUV, Minivan, Van, and Microbus categories (Sedan Cat A is paused on a waitlist). Requirements: Colombian ID, C1/C2/C3 public driver's license, clean SIMIT record, SOAT, mechanical inspection (RTM), active operating card, RCC/RCE policies up to 100 SMMLV, active FUEC issuance before each trip, and PILA social security with ARL Risk IV or V paid before 00:00 hours on the service date. Apply at /work-with-us.

Our partner network (/partners) has no sign-up or monthly fees:

• 12% commission on the base fare for every airport transfer, tour, or hourly booking made with your partner code.

• Recommended placement in our on-site AI concierge when travelers build their Medellín itineraries.

• Legal protection against transport fines (Article 88) by routing trips through licensed White-Plate vehicles with FUEC manifests.

Apply at /partners or message our partnerships team on WhatsApp (+57 301 769 0885).

We verify hospitality standards, guest safety, transparent pricing, and formal business registration in Colombia, including an active National Tourism Registry (RNT) for accommodations, tour guides, and operators. Once approved on /partners, your business is added to our bilingual concierge without exclusivity requirements.