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 [email protected]
What is your cancelation 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 escorts, 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 aiport (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.
What other services can I request in my booking ?
If you need help obtaining private planes, yachts, luxury apartments or houses, or for reservations in restaurants, theaters our concierge team is here to help you.
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 additional, if you want 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, it immediately goes into service by the hour, for a minimum of two hours.
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.