My city is not listed on your website, do you cover my area ?
Our operation is worldwide. The cities listed on the website indicate the main cities where we have our own fleet or our affiliates' own fleet. On some occasions we can cover cities not listed, to confirm availability please request a quote from firstname.lastname@example.org.
Can I book online a last minute service ?
Yes you can, but for booking less than 24h in advance we recommend that you call us to check availability. Our operation is 24h as well as our dispatch office, but our sales team and administrative staff is only working during office hours so if you book a last minute reservation that requires manual pricing, and your are trying to book on the week-end or the night, we recommend you also call our office to expedite the process.
What is your cancellation or no-show policy ?
The time limit for free cancellation is 24 hours before the beginning of the service and 72 hours for special vehicles (armored, buses, minibuses). "No Show" implies full payment of the service.
When can I expect vehicle and chauffeur details ?
24h before the service our dispatch team will send to your mail the information of the driver and the vehicle. In Colombia and some other countries this information can be sent just a few hours after the request. In 'VIP' service level, the driver and vehicle information you are provided will not change unless 'force majeure'. In 'BUSINESS' service level this information can change up to 2h before the service for operations optimization.
Is your price all inclusive or do you charge additional fees ?
Yes, for transfer services, or by the hour, our prices are all inclusive. We do not charge additional fees such as gas surcharges, driver's gratuity, or taxes. Those values are already in the calculated rate when you make your reservation. Expenses incurred by the driver during the service, such as parking, tolls, or entrance fees to tourist sites will be charged after the service. If you require additional services such as security services, guides, translators, these services are subject to quotation and additional value to the service. In case of trips out of the city of departure an estimate of the mileage is included in your rate, the value of the additional mileage is indicated in our rate table. Our surcharge for overnight service is charged from 9PM to 7AM and is included and discriminated in the price quoted.
How many passengers and bags can you transport ?
In our page about our fleets are indicated the recommended quantities of suitcases type '50 lbs' for each category of vehicle. In case you have sports or special size luggage, it is better to contact us to find out the type of vehicle that best suits your needs.
I am arriving at a private airport (FBO). Can you pick me up?
Yes, in all our cities we can pick you up at the FBO of your choice. For legal reasons, when it is not for a crew, the services from and to FBO or private airports have a minimum duration of two hours, the transfer rate does not apply.
Do you provide child seats ?
Yes, we can offer you child seats in all our services. The request must be made at the time of booking in order to confirm availability.
Do you provide tours with licensed guides ?
Yes, we have authorized and certified partners. Their representatives speak different languages for individual or group city tours.
How old are your vehicles ?
Our fleet has recent models, no more than 4 years old. For vehicles that did not reach 100.000km (60.000 mi) this time can be extended up to maximum 6 years in some countries. Do not hesitate to contact us if you have questions about a specific market.
During the service
When can I expect the driver to be at the pickup location ?
As a quality policy, for all our services it is programmed to arrive 15 minutes before the start time. When arriving at the pick up point the driver will report to the cell phone indicated in the reservation, to your room if the pick up is in a hotel. Take your time, and when you want you can go out to meet your driver.
How long before the service can I call the driver?
30 to 45 minutes before service time the driver's cell phone will be active. This is because many times the number that is communicated to you is a professional or dynamically routed number. If you have any questions, changes or requirements before this time, our office will assist you.
How do I meet or locate my chauffeur ?
Included with your reservation details are pick-up instructions that explain in detail where and how you will meet your driver or greeter. We recommend that you check that the telephone number you gave us when you made your reservation will be active, in case of difficulties in finding you we will call you at this number. In case of difficulty to locate our staff our office attends calls and WhatsApp 24h. For airport pick-ups, depending on the destination, and the category of service, an additional person is included to welcome you at the exit of the restricted area of the airport to help you with your luggage and coordinate with the driver a pick up on the curb. For 'BUSINESS' categories, or in some cities, this service is subject to additional charges, if you want it do not hesitate to request it.
What if my flight arrives early or is delayed ?
We will be very punctual for your pick up, whether the flight is ahead or delayed. We track all flights to be on time for all services. But if you miss your flight or change your flight, it is your responsibility to let us know in time so that you are not charged for a 'no-show'.
After the service
How do you charge waiting time on transfers ?
When a transfer exceeds the maximum waiting time, the waiting time is charge by fractions of 15 Minutes based on the hourly price of the corresponding vehicle.
I want to leave a testimonial or rating, how can I do that ?
Except for corporate clients who did not authorize us, we will send you a survey at the end of the service. If you want to send us a review, our contact form is designed for this purpose.
When will you send me the final charges?
You will receive the final invoice for your service within 24 business hours after the end of the service. If you have had extensions or additional expenses, these will be included in the invoice for your approval and payment.
I am a frequent traveller in your area, do you have a loyalty program?
Yes, we have a loyalty program for frequent travelers, do not hesitate to contact us to request it.
How to pay?
What is a Payment platform?
An electronic payment platform is a technology company authorized by credit card franchises to process online transactions generated with us with the forms of payment enabled for such purpose.
How can I pay?
With V&V Vehiculos VIP you will be able to make your payment through our website. You can access our Payment form manually or through the links sent in the quotations, or sent directly by our commercial department. You must first enter the billing information (if you have an account on our website this information will be filled automatically), then, according to the payment method chosen in the payment form, our website will redirect you to the payment platform to capture the payment details for Visa, MasterCard or American Express credit cards or wire transfer
Is it safe to enter my bank details on this website?
To protect your data we delegate the capture of sensitive information to the payment platform. It complies with the highest standards required by the international PCI DSS security standard for credit card transactions. It also has SSL security certificate issued by GeoTrust a Verisign company, which ensures secure communications by encrypting all data to and from the site, so you can feel safe when entering your card information. During the payment process, the browser displays the name of the authenticated organization, the certifying authority and the address bar turns green. These features are immediately visible and give assurance and confidence to complete the transaction.
Can I make the payment any day and any time?
Yes, with us you can shop online 7 days a week, 24 hours a day, just a click away.
Can I change the payment method?
If you have not yet completed your payment, you can go back to the initial step and choose your preferred payment method. Once the purchase is completed it is not possible to change the payment method.
Does paying electronically have any cost for me as a buyer?
No, electronic payments made through our payment platforms do not generate additional costs for the buyer.
What should I do if my transaction did not conclude?
First of all, check if a transaction confirmation email arrived to the email account registered at the time of payment, if you did not receive it, you must contact us to confirm the status of the transaction.
What should I do if I did not receive proof of payment?
For each transaction approved through our payment platforms, you will receive a payment receipt with the purchase details to the email address you provided at the time of payment. If you do not receive it, you can contact us through the contact form, our phone lines or our email, to request the resending of the receipt to the same email address registered at the time of payment
What should I do if I want to cancel a purchase?
If you want to cancel a purchase, you must contact us by mail at email@example.com, you will be refunded within 7 working days to the card you used for the online transaction based on our 'Terms and Conditions' indicated on the corresponding page. If you did not use a card (PSE payments or cash) we will have to agree on a payment method, transfer or cash, the bank fees for the transaction will be retained from the amount to be refunded