FREQUENTLY ASKED QUESTIONS
Here you will find the most commonly asked questions by our customers, if your question is not here, just send a quick email or give as a phone call and someone from our staff will help you.
BOOKING AND GENERAL QUESTIONS
How do I make a booking?
By making a reservation on our booking page(link pending), contacting us via our contact page or directly giving us a call at +351 21 121 76 74.
Do you have a price list?
You can check some of our most popular destinations prices here.
How do I make a payment?
Payment can be made with Paypal, Bank Transfer or Cash/Card to the driver in some situations.
How do I know if my booking is confirmed?
You will get a confirmation email once your payment is processed.
How far in advance I need to book?
We suggest you book in advance, but last minute reservations are possible depending on the fleet availability and can only be made by calling +351 21 121 76 74.
After my booking is confirmed will there be any extra charges?
Our service is all inclusive. Taxes, parks, tolls and all the amenities are included in the price.
You will only be charged extra if you request different service than the one booked and will be notified in advance. This includes a change of route, extra waiting time if it exceeds the amount included in the price or extra stops.
What is your cancellation policy?
Bookings are fully refundable if canceled 24 business hours in advance, 50% refund applies if canceled 12 business hours in advance. Cancellations less than 12 business hours in advance are non refundable.
For special events please contact us at +351 934 569 464 to check the specific terms of your event.
Do children pay for the ride?
Yes, Children pay full fare.
Are car seats and boosters available?
Yes, baby seats and child boosters are available at no cost. Please make sure you request it at the time of booking specifying age and weight (approx.) of the child.
Someone in my group has a disability, can you take care of it?
Yes, our chauffeurs are experienced at helping passengers with disabilities and we can comfortably accommodate wheelchairs and other mobility aids. When requesting a quote, let us know of your needs and we will do our best to help.
I would like the driver to speak a specific language, can it be requested?
Yes, by default all our drivers speak Portuguese and English. We also have team members that speak French, German, Spanish, Italian, Russian and others by request. Just fill in what language you would like to be spoken by the driver and we will let you know if we can fulfil your needs.
I would like to go out for dinner. Do I need to book by the hour?
No, just make a booking from the hotel to the restaurant with return journey. Just keep in mind that it is more comfortable since the driver will be there for you and sometimes you will find it cheaper to just book the car by the hour.
I need some help with my travel plans can you help me?
Sure, just email us all your needs. We are a fully vetted travel agency so we can cover all your needs from flights to venue tickets and everything inbetween. We can be your concierge while you’re in Portugal.
I travel often to/within Portugal, can i set up an account?
Yes, we can set up a business/personal account and you will be billed according to our agreement.
I’m an international operator and have a request for Portugal, can you help me?
Sure can, just send an email to our team and we will do everything to help you – including maintaining your branding if needed.
RIDES AND AIRPORT QUESTIONS
How will I find the chauffeur at the airport/port?
Your chauffeur will be waiting for you outside customs holding a board with the requested text, your name, your organisation name and/or logo.
I’m at the arrivals hall and can’t find my chauffeur, what do I do?
Sometimes due to rare circumstance the arrivals hall can be really busy and you might miss your chauffeur. Please call us or him directly – you can find all the contacts on your confirmation e-mail and also if requested on a SMS to be send on the day of your flight. Please don’t leave the airport/port arrivals hall before finding your chauffeur.
My flight arrived early/ late, will my chauffeur still be there?
Off course! We monitor all flights so if you arrive either late or early, he will be there for you!
My flight got diverted/canceled and I missed my connection or is seriously delayed.
Just call us or send an email and let us know. We will do our best to accommodate your new schedule.
How long will my chauffeur wait for me?
Your chauffeur will wait for you for:
45 minutes at the airport for European Union flights
60 minutes at the airport for international flights
60 minutes at the port
15 minutes for A to B transfers
After this waiting period, you will be charged for waiting time in increments of 15 minutes, at the rate of the vehicle you chose. The chauffeur will try to contact you if you don’t show up in the given time to ask permission to wait for longer. If you expect to take extra time due to a customs problem or issues with luggage let us know as soon as possible.
Do prices include parking and tolls?
Yes, parking and tolls are inclusive.
How early should I arrive at the airport for my departure flight?
Usually 2 hours, but always check with your airline since there can be some extra steps depending on your destination.
VEHICLE AND CHAUFFEUR QUESTIONS
Will my vehicle be safe and clean?
All our vehicles participate in an exhaustive maintenance and cleaning program through the year, and all of them are smoke free, according to the new tobacco law – law N.º 109/2015, 26 of August.
Will my chauffeur respect the road traffic laws?
Yes, your chauffeur will comply with the local traffic laws and drive at a sensible speed according to road, weather and traffic conditions.
Will my chauffeur chat with passengers?
Your chauffeur will be polite and discreet at all times, but if the passenger would like to ask some question or chat the chauffeur will happily reply.
Will my chauffeur respect my privacy and confidentiality?
Absolutely. This is something we pride ourselves in at Premium Chauffeurs – all our clients information is kept private and all our drivers sign confidentiality agreements before joining in.
Will my chauffeur be knowledgeable of the area?
Our team is familiar with the local geography and highly knowledgeable about the local sights, attractions and amenities.
Will my chauffeur open doors for the passengers?
Yes, as standard your chauffeur will open and hold the door for you. In case you don’t want this, just let us know at the time of booking.
Will my chauffeur carry my luggage?
Yes, your chauffeur will offer to carry your luggage.
Will my chauffeur wearing a suit and tie?
Yes, all our chauffeurs use dark suit, white shirt and tie, all within the same pattern so they can be easily distinguished as Premium Chauffeur.
Will my chauffeur have umbrellas available?
Yes, there are umbrellas available in the vehicle, either to use for weather conditions or against paparazzi.
Will my chauffeur have a phone charger in the vehicle?
Yes, there are USB sockets and cables in the car for the major phone models.
Will my chauffeur have amenities in the vehicle?
Yes, there will be bottled water and wifi in the vehicle. You can also request extra water which will be chilled and waiting for you.
Will I be allowed to drink and eat inside the vehicle?
We allow drinking water. Anything aside from this is left for the chauffeur’s judgment, depending on the type of drink and food.
Will I be able to chose a specific vehicle color?
Most of our vehicles are black, but we will try our best to find the color you need.
Will I be able to chose a specific vehicle brand and model?
Most of our vehicles are Mercedes. If you require a specific brand and model let us know and we will try to source it for you.
How old are your vehicles?
We try to keep our fleet under 5 years old, only with the exception of vintage vehicles.
SPECIAL EVENTS QUESTIONS
How can I make a reservation for a special event?
Just send us an email with your request and someone from our helpful team will get back to you. We accept itineraries and projects in a variety of formats, email, fax, pdf up to and including software. We’ll adapt to your needs and do what works for you.
Can you check my itinerary and see if it is accurate?
Sure, part of our work prior to reservations in making sure all the times are correct, ensuring that the places we going are open for business and checking that the correct amount of time has been allotted for transfers.
Can I know the cost to date of the project?
Yes! We will keep a cost to date file along with a projected cost till the closure of the project so you can track and be aware of the costs. After the project is done a invoice will be sent to you within 2 working days.
Weddings: do you provide car services for the bride and groom?
Yes. We will supply the vehicle along with decorations as per your request.
Weddings: can you provide shuttle service for my guests?
Yes, you can request a set number of cars hourly and they will be ready for you the whole day, taking guests between places or home as they feel tired, coming back to the party for more.