Question 1

Are all taxes and fees included in the quoted price?

Accepted Answer

Yes. All quoted prices are all-inclusive — highway tolls, taxes, and meet-and-greet fees are already factored in. There are no hidden charges. The price you see is the price you pay.

Question 2

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, JCB), PayPal, Alipay, WeChat Pay, and bank transfers. Cash payments in local currency are also accepted for on-the-day bookings.

Question 3

Will I receive a receipt after my trip?

Accepted Answer

Yes. A digital receipt is automatically sent to your registered email address after payment is confirmed. You can also request a formal invoice for business expense reporting by contacting our support team.

Question 4

What is your cancellation and refund policy?

Accepted Answer

Free cancellation is available up to 24 hours before your scheduled pickup. Cancellations within 24 hours are charged at 100% of the booking amount. For prepaid bookings, refunds are processed within 5–7 business days after deducting a 5% processing fee.

Question 5

How far in advance can I make a reservation?

Accepted Answer

You can book up to 3 months in advance. Same-day bookings are also accepted, subject to vehicle availability. For peak travel seasons (Chinese New Year, Golden Week, Christmas), we strongly recommend booking at least 2 weeks in advance to secure your preferred vehicle.

Question 6

Will the driver wait if my flight is delayed?

Accepted Answer

Yes. We monitor all incoming flights in real time. If your flight is delayed, we automatically adjust the pickup time at no extra charge. Our drivers will wait up to 60 minutes after the actual landing time to allow for baggage collection and customs clearance.

Question 7

Can I book a transfer for someone else?

Accepted Answer

Absolutely. You can book on behalf of a friend, family member, or business client. Please provide the passenger's name, contact number, and flight details during booking. Our driver will contact the passenger directly on the day of travel.

Question 8

What types of vehicles do you offer?

Accepted Answer

Our fleet includes: Standard Sedan (1–3 passengers), Business Sedan (1–3 passengers, premium brands like Mercedes E-Class or Toyota Crown), MPV/Minivan (1–6 passengers), and Minibus (7–13 passengers). All vehicles are air-conditioned, non-smoking, and equipped with Wi-Fi.

Question 9

Can I request a child seat or wheelchair-accessible vehicle?

Accepted Answer

Yes. Child seats (infant, toddler, and booster) are available at no extra charge — please specify the child's age when booking. Wheelchair-accessible vehicles are available in select cities; please contact us in advance to confirm availability at your destination.

Question 10

How much luggage can I bring?

Accepted Answer

Standard Sedan: up to 2 large suitcases + 2 carry-ons. Business Sedan: up to 2 large suitcases + 2 carry-ons. MPV: up to 4 large suitcases + 4 carry-ons. Minibus: up to 10 large suitcases. If you have oversized items (golf bags, surfboards, bicycles, strollers), please mention them during booking so we can assign the right vehicle.

Question 11

How will I find my driver at the airport?

Accepted Answer

Your driver will be waiting in the arrivals hall holding a name board with your name. You'll also receive the driver's name, photo, and contact number via SMS and email 2 hours before your flight lands. If you can't locate your driver, call our 24/7 hotline immediately.

Question 12

Do you offer service in languages other than English?

Accepted Answer

Yes. Our customer support team communicates in English, Mandarin Chinese, Cantonese, Japanese, and Korean. Many of our drivers are also multilingual. Our booking website is available in 17 languages. For specific language driver requests, please note it in the booking special instructions field.

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