Booking Management
New bookings, date changes, cancellations, passenger name updates. Manage them yourself from the My Account > My Bookings page or contact our concierge center.
Help Centre
Reservation management, communicating with your chauffeur, resolving issues — step-by-step guides and instant support channels.
- AI-Powered
- Instant Response
- Available 24/7
Help Categories
Select the category that best matches your question for the quickest solution — each one offers a step-by-step guide.
Payment and Billing
Add a payment method, remove a card, download an invoice statement, activate a corporate account. All transactions are processed over a secure infrastructure.
During Your Journey
Chauffeur contact, adding extra stops, route changes, live location sharing. A WhatsApp group is created after your booking is confirmed.
Returns and Refunds
Check refund status, track bank processing, calculate partial refunds, damage reports. Refunds are typically processed within 3–5 business days.
Insurance and Liability
Guest insurance coverage, lost property reports, damage assessment, expert evaluation process. All our journeys include standard guest insurance.
Emergency
Accident, health issue, getting lost. First, call 112. Then, our concierge center will immediately assist with coordination and follow-up.
Booking — Complete in 4 Steps
Wondering how our service works? Here's the entire process in 60 seconds.
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Step 1 — Search
Enter your pickup and drop-off locations, date, time, and number of guests. The system will instantly list available vehicles and price options. -
Step 2 — Select
Choose your vehicle type and add any extras like a child seat, a companion, or language preference. The total price is fixed — no surprises. -
Step 3 — Confirm & Pay
Fill in the guest details and proceed to the secure payment step. A PDF booking confirmation is sent instantly via email and SMS. -
Step 4 — Chauffeur & Journey
Two hours before your pickup time, you will receive the chauffeur's name, phone number, and license plate via SMS. A dedicated WhatsApp group is created for you, and live location sharing begins.
Troubleshooting — Quick Steps
Let's walk through five common issues you might face during your journey or while managing your booking.
Step 1: Message the chauffeur using the WhatsApp number provided in your booking confirmation — there might be a traffic or navigation issue.
Step 2: If you don't receive a reply within 10 minutes, call our concierge center at +90 542 370 48 20.
Step 3: The concierge center will either dispatch an alternative chauffeur immediately or initiate a full refund process. If the chauffeur is more than 30 minutes late, you are automatically entitled to compensation (a 50% credit or a new transfer).
Step 1: Show the chauffeur the PDF booking document you received by email on your phone screen — the code, chauffeur's name, license plate, and price are all listed on the document.
Step 2: You can re-download the PDF from the My Account > My Bookings page.
Step 3: Call our concierge center and provide your booking number; we will verbally confirm your transfer with the chauffeur.
If your pickup is more than 2 hours away: You can change it yourself free of charge via My Account > My Bookings > Edit.
If your pickup is less than 2 hours away: Contact our concierge center or use WhatsApp immediately. A minor address correction is free; if the route extension incurs a price difference, our chauffeur will process it with your approval.
Step 1: Notify the chauffeur or our concierge center within 24 hours at the latest — this timeframe is critical for passenger insurance coverage.
Step 2: Our concierge center will create a damage/loss report. If a police report is required, you will be directed to the nearest police station, and our chauffeur will accompany you.
Step 3: The insurance adjuster will make an assessment within 5–10 business days; for approved claims, a repair or value reimbursement will be provided.
First, call 112 Emergency Services. Your health and safety are the priority.
Next: Our chauffeur is obligated to assist you throughout the duration of your booking — they will help the 112 team, take you to the nearest hospital, or ensure your safety.
Your family or emergency contact: If you provided one in your booking, our concierge center will notify them. Any harm sustained during the service is assessed under the passenger insurance policy.
Still need help?
Our concierge team is available round-the-clock in 17 languages. You can connect with a team member in seconds.
