QUESTIONS
Frequently Asked Questions
Booking, rates, airports, vehicles and changes — the questions we actually get asked on the phone.
Booking
What information do you need to book?
The date, the pickup time, the pickup and drop-off addresses, the passenger count and the luggage count. For airport pickups, the flight number as well.
Will I get a written confirmation?
Yes. You receive the rate in writing before you commit, and a confirmation once the booking is held. Nothing is reserved on a verbal quote alone.
Can I book a return trip at the same time?
Yes, and it is worth doing. A return booked at the same time is held on the same reservation rather than depending on availability later.
Do you operate on holidays?
Yes. Reservations and dispatch are answered 24 hours a day, 7 days a week, 365 days a year.
Request a quote
No payment required to get a price
Rates and payment
Why is there no price list on the site?
Because a published table would be either inaccurate or so hedged it would be useless. Rates depend on the route, the vehicle class and the date. Send the details and you get the real number in writing.
Is the quoted rate final?
The rate itself does not change. Tolls, parking, any time beyond what was booked, and any extras you requested are added to it. Everything that can be added is listed on our Rates and Policies page.
Do I pay more if traffic is bad?
No. A flat-rate transfer is the rate you were quoted regardless of how the traffic runs. Hourly bookings are different by definition, because you are paying for time.
Do you require a deposit?
Payment processes at the time of booking. Larger or special-event bookings may require a deposit, which is confirmed to you in advance.
Airports and flights
Do you track my flight?
Yes, on every airport pickup. The pickup time follows the aircraft rather than the schedule you booked from.
What is meet and greet, and do I need it?
Your chauffeur parks and meets you inside the terminal with a name board rather than at the kerb. It costs $30 plus parking. It is worth it with children, a lot of luggage, or an unfamiliar airport, and unnecessary if you travel that route often.
What if my flight is cancelled?
Call dispatch as soon as you know. A cancelled flight is a changed booking, not a no-show, and we will move it rather than charge you for it.
Vehicles and luggage
What happens if I have more luggage than I told you?
We will do what we can, but a vehicle that is full is full. Oversized or additional items beyond what was declared may require a larger vehicle at a different rate, which is why the luggage count matters at booking.
Can I bring my dog?
Yes, when you tell us at the time of reservation so the right vehicle is assigned. Service animals are always accepted and need no notice.
Can I eat or drink in the vehicle?
Bottled water is provided and soft drinks are fine. Alcohol consumption is not permitted, and food that is likely to leave a mess is best avoided given the cleaning fees.
Do you have vehicles with rear-facing or jump seats?
Tell us the passenger count and any seating requirement and we will confirm the configuration available for your date. We confirm a vehicle class rather than a specific model.
Children and accessibility
What type of child seat will I get?
Tell us the child's age and weight when you book and the appropriate type is fitted. Do not leave this to the driver to judge at the kerb.
Can you transport a child travelling alone?
Not without written parental consent. We do not transport unaccompanied passengers under 18 otherwise.
Changes and cancellations
Can I change the time of a booking?
Yes. Call dispatch. A change to a time, an address or a vehicle class is an amendment, not a cancellation, and carries no fee where the vehicle is still available.
How long do refunds take?
7 to 10 business days.
What counts as a no-show?
The passenger not being at the pickup location and not having contacted us. It is charged the full fare, and a single phone call prevents it.
Still have a question?
Call dispatch. It is answered 24 hours a day and it is faster than any form.