Frequently asked questions

Can I cancel after making a reservation?

Cancellation is free if made more than 24 hours before the service starts; cancellation within 24 hours or failure to arrive on time (No-show) will incur a charge of 100% of the order amount. Refundable amounts that meet the refund conditions will be refunded according to the cancellation and refund policy, with the time of receipt depending on the payment service provider.

How can I confirm my booking?

After successfully booking, you will receive an order confirmation email and SMS. The day before the service starts, we will contact you via WhatsApp or SMS to establish a communication group (if applicable) and confirm the driver and vehicle arrangements. If you have any special requests, such as child seats, luggage, flight changes, pickup/drop-off time adjustments, or other requirements, please feel free to contact our customer service, and we will do our best to assist you with the arrangements.

Does the driver speak English?

We will make every effort to arrange an English-speaking driver; however, due to scheduling and regional restrictions, we cannot guarantee that all orders will be assigned an English-speaking driver. If this is not possible, our customer service will provide assistance, and the driver can also use translation software for communication.

Can child seats be provided?

Child seats are available. Please select the required type during booking. Current rules: 1 free child seat is provided per still valid booked vehicle; additional seats are charged according to the quotation rules. The old rule of 'first 2 free' has been discontinued.

What is included in the price?

The quote includes a private vehicle and professional driver, door-to-door service, airport pickup with a signboard greeting, and toll and parking fees listed in the quote. Airport pickup orders with a valid flight number enjoy 90 minutes of free waiting time starting from the actual landing time of the flight. The price will be confirmed in the quotation before payment.

Where will the driver pick me up at the airport?

The driver will be waiting at the arrivals hall of the terminal with a signboard. Before picking you up, we will send you the exact meeting point and driver information. After providing a valid flight number, the waiting time will be calculated from the actual landing time of the flight.

What should I do if my flight is delayed?

Provide the flight number when making a reservation, and we will coordinate the pickup based on the actual arrival time. 90 minutes of free waiting time is calculated from the actual landing time. In case of severe delays or cancellations, please contact us as soon as possible, and we will reconfirm the arrangements based on the driver and vehicle availability.

How long is the free waiting time?

Airport pickup: 90 minutes from the actual landing time of the flight. Hotels, stations, cruise terminals, and other public places: 60 minutes from the agreed pickup time. Residential addresses, apartments, and other private locations: 30 minutes from the agreed pickup time.

How to choose the right vehicle type?

Select by number of people and luggage: a sedan can accommodate up to 3 people and 3 pieces of luggage, a Toyota Alphard can accommodate up to 6 people and 6 pieces, a Sea Lion can accommodate up to 9 people and 9 pieces, and larger vehicles are available for group travel. After entering the number of people and luggage in the booking form, the system will only display vehicle types that can accommodate them.

Is online payment secure?

Safety. Payments are processed by Stripe, and your card information is sent directly to Stripe, without passing through our servers. Prices are locked in the quotation before payment, and the order is only confirmed after Stripe verifies the payment.