Booking Policies and Frequently Asked Questions

Do you require a deposit?

Yes. A 20 percent deposit locks in your date and time, and deposits are non refundable. Most companies charge the full amount up front; we ask for 20 percent. Once you book, that vehicle comes out of our system for your date and we turn down other requests for it. On coach bookings the remaining balance is due two days before the event.

What are the cancellation windows?

Sedans and SUVs, 48 hours before pickup. Sprinter vans, 7 days. Minibuses, limo buses and motorcoaches, 14 days. Late cancellations are charged in full. The exact terms for your booking are printed on your signed confirmation.

How do I pay?

We accept all major credit cards, debit cards, Apple Pay, Google Pay, PayPal, Venmo and Zelle. Personal checks must clear the bank before the service date. Cash is accepted and is collected before the trip, and we ask for a card on file as a backup. Corporate accounts are invoiced, and Net 30 terms can be arranged.

Can someone else change my reservation?

No. A reservation is held in one named person's name, and that is the only person we take changes from. It protects you from anyone redirecting your booking.

How far in advance should I book, and how late can I change a trip?

Online bookings close two hours before pickup, and changes you request more than two hours before pickup are applied automatically. Inside that window, call or text us. Prom season, graduation weekends, major race and tournament weekends and the run up to Christmas commit vehicles months out, so book those early.

Will I get a written confirmation?

Yes. Your vehicle, rate and terms are confirmed in writing before you ride, and written quotes come back within the hour.

How is a trip priced?

Sedan and SUV airport transfers are priced by the mile, with no hourly minimum. Sprinters and buses carry a minimum fare at the airport. Most other work is booked by the hour, and long distance trips are quoted door to door. Hourly rate ranges are on our pricing page; the written quote is the real number.

Is there an hourly minimum?

It depends on the trip. Friday and Saturday bookings carry a four hour minimum on smaller vehicles and five to six hours on larger ones. Proms, concerts and sporting events run five to six hours. Private aviation arrivals are booked hourly with a two hour minimum. New Year's Eve books on a six hour minimum, and the 56 passenger motorcoach carries a five hour minimum. Exceptions can be worked out with management, so ask.

What is the STC on my quote?

The Surface Transportation Charge is on every reservation. It is a percentage of the base rate that covers the running costs of the trip, such as fuel and tolls, and it moves with those costs. Your written quote shows your total.

How does gratuity work?

Every reservation includes a gratuity, and it goes to your chauffeur, not to the company. When you book online you choose 15, 18 or 20 percent, cash to the chauffeur, or a custom amount with a 15 percent minimum. On a quote built by our office, 20 percent is the default; tell us at booking if you would rather tip in cash and it comes off the bill. Changes are made at booking, not after the trip, so your quote and your invoice match.

Do first time customers get a discount?

Yes. A first time customer discount is applied at the quote stage, and we run promo codes from time to time. All pricing is subject to change, and we are always willing to work out something favorable to both parties.

How much wait time is included at the airport?

15 minutes on departures, 30 minutes on domestic arrivals and 45 minutes on international arrivals to allow for customs. We track your flight, so an early landing or a delay moves your pickup automatically.

Is meet and greet available?

Yes. At DFW and Love Field your chauffeur comes inside and waits in baggage claim holding a tablet with your name on it, for $25. Curbside pickup is standard and costs nothing extra. At private aviation terminals, meet and greet is complimentary. How each pickup works, terminal by terminal, is on our airport transfers page.

How do private jet arrivals work?

Your chauffeur is at the FBO 20 minutes before your actual wheels down time. Dispatch phones the FBO desk to confirm, because many private tail numbers are hidden from public flight tracking. Where the FBO allows it, we meet you at the aircraft. On departures we stay 30 minutes after drop off, or until you are wheels up. Full detail is on our private aviation page.

Is smoking allowed?

Absolutely not. There is no smoking in any of our vehicles.

Can we drink alcohol on board?

On limo buses and coaches you may bring your own cooler with beer and spirits. No one under 21 may drink during a rental, with no exceptions; if it happens, the trip ends on the spot.

Do you provide child seats?

We can provide one at a cost; you secure and install it yourself. You are also welcome to bring your own. On a round trip we will store your seat during the day for $40 and have it back in the vehicle for the return.

Are pets allowed?

Yes. A kennel is preferred, and a cleaning fee applies if there is a mess.

How much luggage fits?

Plan on roughly two pieces per passenger, one checked bag and one carry on. A sedan carries 3 passengers. The Cadillac Escalade ESV seats 6, or 4 with full size luggage, and carries up to 8 bags as a mix of large, medium and small. An SUV takes 2 to 3 golf travel bags; above that, or with suitcases as well, an Executive Sprinter is the better choice. Executive Sprinters seat 14.

What comes with the vehicle?

Chilled bottled water is standard on every trip. Phone charging cables are available on request. Other snacks and drinks can be stocked on request. Every sedan and SUV is unmarked, with no livery or signage.

What languages do your chauffeurs speak?

English.

Who pays for parking at stadiums and concerts?

If we have to buy the parking pass, it is added to your quote. If you supply the pass, there is no charge. At some venues a pass is mandatory because of the traffic flow rules for leaving the event, and it is arranged at the time of booking.

What happens in ice, freezing rain or flooding?

We move trips onto our four wheel drive luxury SUV and all wheel drive Lincoln Aviator, track road conditions, and make a safe decision on the day for clients and chauffeurs alike. If you are concerned about conditions, call us and we will work it out together.

How is a long distance trip quoted?

Door to door, including the empty legs. Larger vehicles are quoted on a mileage rate that moves with fuel, and overnight trips add the chauffeur's hotel and per diem. Your chauffeur and vehicle stay with you for the whole trip, so there is no rental counter at the far end and no second booking.

How far will you travel?

Across the whole of Texas as a matter of routine, and anywhere in the world through our vetted affiliate network, with Goodman handling the booking, the quote and the single invoice.

Are your chauffeurs screened?

Yes. Every chauffeur is background checked and drug tested before hiring and on an ongoing basis, with driving record checks, supervised trips before working alone and defensive driving training. Most of our chauffeurs have been with us for 8 to 15 years.

Are you insured?

Yes, with $1,000,000 in coverage. A certificate of insurance is available on request, your company can be named as additional insured, and a W9 is available on request.

Will you sign a non disclosure agreement?

Yes, and they are routine for us. Our sedans and SUVs are unmarked, and we never publish a client's name.

Is there a person on the phone at night?

Yes. The phone is answered 24 hours a day, every day of the year, including holidays.