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FAQ
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Frequently Asked Questions
Can I make changes to my booking?
You can make changes to your booking up to 24 hours before your scheduled pick-up time. To amend your booking, use the booking details contained in your confirmation email. If you can't access your booking confirmation, please use the phone concierge service.
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How can I cancel my booking?
You can only cancel your booking via the "Phone Concierge Service". If your pick-up time is within 24 hours, please call the local emergency phone number provided in your confirmation email.
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What if my flight is delayed or cancelled?
Your flight will be monitored for delays to ensure your driver will be waiting for you at the correct time. If your flight is delayed, your reservation will be automatically updated. Please note that the update to the new arrival time is subject to availability.
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My flight details have changed, do I need to inform you?
Yes, please submit your new flight schedule as soon as possible via the "My Booking" section of our website. If your pick-up time is within 24 hours, please call the local emergency phone number provided in your confirmation email.
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Where is the meeting point at the airport?
At most destinations, the driver will be waiting in the airport's arrivals lounge, holding a sign showing the passenger name. We will confirm the exact meeting point information in the reservation confirmation email.
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What is the size of a Medium and Small suitcase?
The average size of a medium luggage is approximately 65-70cm (26-27 inches). Small luggage is a backpack or a hand bag that you can fit on your lap, around 35cm (14 inches). If you have large or oversized luggage, please specify the dimensions in the special instructions field of the booking form.
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Do you provide child seats?
Child and baby seats are available on request. You can request child and baby seats in the Extras section of the booking page.
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Will I be sharing the vehicle with other passengers?
For private transfers, you and your group will be the sole occupants of the vehicle. For shuttle transfers, you will share the vehicle with other passengers.
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What is a Shared Shuttle tour or transfer?
A shuttle tour and or transfer entails waiting for other passengers and making stops at additional locations. Occasionally, the transfer will be collecting passengers from two or more flights. Waiting times are kept to a minimum, but shuttle transfers take longer than private transfers, which is reflected in the price difference. All collection times are given as an approximate guideline and are not always accurate due to the nature of shuttle transfers.
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What is a Private Charter?
A Private Charter is an exclusive service incorperating you and your group as the sole occupants of the charter services provided, whether it is your vehicle charter, boat charter, pontoon charter, helicopter charter, seaplane etc.
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Does the airport transfer take us directly to our hotel?
Yes, the private transfer service takes you directly to your accommodation. The shared shuttle service will take you to your accommodation or the nearest pick-up/drop-off point to your accommodation.
Does the dining transfer take us directly to our restaurant?
Yes, the dining transfer service takes you and you group directly to your restaurant and will return you and your group to your accommodation or the nearest pick-up/drop-off point to your accommodation.
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Does the dining transfer take us with a chauffeur?
Yes, all dining transfers are with a chauffeur service.
What is the difference between a chauffeur service and an airport transfer service?
The chauffeur service is an upgraded "by the hour" private charter service, offering light refreshments for onboard comfort, VIP airport luggage & airport lounge check in, non disclosure agreements for celebrity and privacy consciousness passengers.
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