Frequently Asked Questions - 26th June 2007

1   Why should I choose EXTRA Limousine Service?

2   What makes EXTRA’s partners and their chauffeurs different?

3   How do I reserve a chauffeur vehicle?
4   How is EXTRA different from a Cab,   Hotel Car or Airport Limo?
5   What kind of vehicles do you offer?

6   What brand of vehicle will I get?
7   What are your hours of operation?
8   How far in advance should I place my reservation?
9   Can I pay in cash instead of using the credit card?
10 What is the EXTRA Limousine “Service Guarantee”?
11 Can you recommend transportation service in another city or country?
12 What type of events do you offer transportation for?
13 What is your minimum hourly requirement?
14 How do I know what size vehicle is best for my needs?
15 What is offered with airport service?
16 Do you do tours/ sightseeing?
17 What if I need a car whilst I am in a overseas city?
18 What if I have a lot of luggage?
19 Are you fully computerized?
20 Do you provide 24 hour service?
21 Do you require a deposit and what type of payment do you accept?
22 How much does a chauffeur car rental cost?

23 What is included in the price?
24 What is your cancellation policy?
25 What methods of payment do you accept?
26 When do my rental charges begin and end?
27 Where will my chauffeur meet me from the flight?
28 What if my flight is delayed?
29 How much time do I have to meet the Chauffeur for Airport Transfers?
30 What happens if I can’t find my chauffeur when I arrive at the airport?
31 If I am not ready at the pickup time, will I be charged for waiting time?
32 Is smoking allowed in EXTRA limousines?
33 Do your drivers carry Mobile/Cell-phones ?
34 Can I instruct the Chauffeur to take a scenic route from the Airport?
35 How long is the trip between the airport & the city?
36 Is it possible to place or change a reservation with my Chauffeur?
37 What if my reservation time is up and I'd like to keep the limo longer ?
38 Do I have to tip the driver, and if so, how much?

39 How do I pay for the transport?
40 When will you charge my credit card?

1. Why should I choose EXTRA Limousine Service? 3top
EXTRA is part of the Travel Assets Group, a leading provider of chauffeur driven limousine and executive ground transport services. We have been in the limousine business since 1998 and is exposed to Travel Organisers in 50% of the Fortune 500 companies. TAG’s former sister company Burgundy Cars operates the 2^nd largest limousine operation in the UK with over 200 professionally trained and attired chauffeurs, fulfilling over 50,000 rides a month and having completed over 1 million transactions since inception.  In 2005, Burgundy Cars was rated as the “Best Chauffeured Drive Company” by Business Travel Magazine.

EXTRA is a network of preferred limousine companies linked by a web-based interface system that allows travellers from around the world to book limousine rides globally, making it fast and convenient to book rides anytime anywhere.  Through a network of operating centers and our extensive experience in managing limousine rides, we created a chauffeured car network using only service partners that are vetted by professionals.  They must pass a level of safety/security standards and have comprehensive insurance coverage that is above industry’s norm.  When you entrust your chauffeur drive arrangements to EXTRA, you will get a quality, reliable, safe, and secured transport service from the best managed limousine companies where ever you are in the world.   

2. What makes EXTRA’s partners and chauffeurs different? 3top
At EXTRA, we select only the best limousine operators in each of the destinations and territories to which we provide services.  We make sure all of our partners are operating at top international quality standards.  As such, the drivers are trained professional chauffeurs.  Each chauffeur must pass pre-hire testing and selection process, followed by a rigorous training program to ensure the highest level of safety, courtesy and professionalism.

3. How do I reserve a chauffeur vehicle? 3top
Simply register at www.goEXTRA.com with your credit card number.  You can then begin to book rides right away.  Your credit card will be charged after your rides.  Our Terms of Business apply to all transactions.  A valid credit card, (your unique EXTRA User ID if you have one), and access to our secured on-line reservation platform.  If you do not already have EXTRA Card or the User ID, simply go through the instruction on this website and you will be instructed on how to obtain one.  It is very quick, simple and easy.

4. How is EXTRA different from an Executive Cab,   Hotel Car or Airport Limo ? 3top

Hotel Cars are usually higher quality, but are expensive to book the next day, and may not be available.

5. What kind of vehicles do you offer? 3top

We offer five classes of service: (click to see types)

Premier Limousine  

This is a Mercedes-Benz S-Class, BMW 7-Series, Lincoln Town Cars, or similar type of vehicle. 

Executive Car

This is typically Mercedes-Benz E-Class, BMW 5-Series, Audi A6 or equivalent.

Standard Car

This might be a Toyota Camry, Nissan Tiana, Volkswagen Passat, or similar.  This service is available in select cities only.

MPV, SUV, Van, Coach

 Vans, Mini-Coaches, Coaches, Buses, and luxury SUVs.

Special Vehicles

This includes stretched Limousines, prestige vehicles, and armored vehicles This service is available in select cities only. 

The exact vehicle type / specific brand indicated is not guaranteed as the Vendor may need to use a vehicle of similar quality from time-to-time for operational reasons. 

In summary, the fleets we use are safe, well maintained, comfortable and modern limousines or luxury car models, equipped with all of amenities that you might expect for that class of vehicle

downloadable pdf file of vehicle types 860kbs download

6. What brand of vehicle will I get? 3top
The chauffeur companies we use for our Limousine hire car service have the latest Mercedes Benz, BMW, Audi, or Lincoln Towncar models, or local equivalent eg a Lexus or Hyundai Chairman (depending on the city and location).  Other special vehicles such as van, mini-bus and coaches are also available.  Therefore, your transfer is matched with the right vehicle and guaranteed to be comfortable and stylish no matter where you are.

7. What are your hours of operation? 3top
Our booking website and call center run 365 days a year, 7 days a week, 24 hours a day.

8. How far in advance should I place my reservation? 3top
Since chauffeur cars are booked on a first come first serve basis, you need to book your reservation as early as possible to insure that you will get the chauffeur car that you want.  We suggest you place reservation as soon as you have the firm travel dates and times.  We strongly recommend that you reserve your transportation at least 24 hours before your desired pick-up time.  See Terms of Business

9. Can I pay for the reservation in cash instead of using the credit card that was provided when I made the reservation? 3top
No, only the credit card that you provided will be used for reservation and payment. Our Chauffeurs will NOT accept cash as payment for the ride.

10. What is the EXTRA Limousine “Service Guarantee”?3top
After you have received your confirmation number, we guarantee that your vehicle will be there waiting for you at the specified time and place. We stand behind our service with over 5 years of experience as the premier global transportation solutions provider. In the rare event that you cannot find your driver, or they are delayed by exceptional traffic, we provide you a number to call, where you can be put into direct contact with the driver or their car company operations centre.

11. Can you provide a recommendation for transportation service in another city or country? 3top
Yes!!!! We are a worldwide provider of ground transportation.  That means we can set you up with the ground transportation service in most key cities worldwide.  Log into our booking platform to find our which countries EXTRA provides service in.

12. What type of events do you offer transportation for? 3top
EXTRA is a full service transportation company offering everything from larger corporate group moves to small intimate affairs.  We offer service for all corporate transportation (Executive Transfers, Group Transportation, Airports transfers, Road Shows, Events, VIP Parties etc.)

13. What is your minimum hourly requirement? 3top
If you hire “by the hour” there is usually a three hour minimum hire period.  Transfers to and from the Airport are exempt from this and are charged separately as a special journey.  Longer hires may be charged a half or full day rates.  There may be a maximum mileage allowed for a time based hire; and a requirement to remain within the urban or metropolitan area in specific countries/regions for security reasons.

14. How do I know what size vehicle is best for my needs? 3top
Vehicles are rated by the number of passengers they are allowed to hold. Sedans seat between 2-3 passengers.  SUV's up to 4 people, passenger vans up to 14 people.  Mini and large buses have different capacity depending the size and type.  For the best comfort for your event you should subtract 2 from the above numbers (except for sedans).

If you are booking airport transportation, please be aware of the amount of luggage your party has.  If you have 8 people going to airport with a lot of luggage you would want to consider using the 14 passenger SUV or 14 passenger van for the most comfort.

15. What is offered with airport service? 3top
An airport service is a door-to-door service in a private vehicle of your choice.  This includes picking you up from your place of business or home and dropping you off to your airport terminal, and vice-versa. Reasonable waiting time is allowed for arrivals, and fixed tolls and parking are usually included in the price which is often very economical.

16. Do you do tours/ sightseeing? 3top
Yes.  Our Vendors usually offer Hourly, Half Day, or Daily hire for tours and sightseeing and allow a complete flexibility to your schedule.  They can also cater for purely social functions.

17. What if I need a car whilst I am in a overseas city? 3top
This is another reason why making limousine booking with EXTRA is unlike any other limousine company.  You can just simply go to our booking website from any computer in the world with Internet connection and log into www.goEXTRA.com   to make your limousine booking at your next airport or city.

18. What if I have a lot of luggage? 3top
It's not a problem, but just advise us in advance and we will arrange for a larger vehicle or back up to meet you.

19. Are you fully computerized? 3top
Yes we are.  EXTRA utilizes customized ground transportation software that regulates reservations, pricing, distances, dispatching, accounting, and flight tracking.

20. Do you provide 24 hour service? 3top
Yes we do.  For your convenience and peace of mind, EXTRA has reservation and dispatching personnel on staff 24 hours a day, 7 days a week.

21. Do you require a deposit and what type of payment do you accept? 3top
Most standard transfers (e.g. airport pick-ups and drop-offs) are charged after the rides are completed through credit card.  For special services (e.g. such as weddings, corporate functions, etc.) EXTRA will usually require a deposit, which varies based on the vehicle type.  Final payment may be required prior to the commencement of special services.

22. How much does a chauffeur car rental cost? 3top

Chauffeur rentals vary based on they type of vehicle needed, the time of the month, and day of the week.  Please review our prices on the website or on our reservation platform for overview.

23. What is included in the price? 3top
The published pricing information is supplied by us in good-faith and using the best data available to EXTRA at the time of compilation, but it may change without notice. For example, as prices are quoted in Euros they may change if there is a significant change in the local currency charged by the Vendor vs the Euros.  Firm quotations for any ride will be governed by applicable terms and conditions of the booking reservation platform or call centre, and / or any valid contract between the parties.

The following costs are generally included: driver's wages, fuel; airport parking, toll charges for airport transfers, any mandatory gratuity / service charge; any mandatory service tax (eg India); vendor’s insurance cover (bodily injury liability, property damage liability, etc.); free waiting time.
 

The following costs are generally NOT included; non-free waiting time incurred; (if any); non-airport parking, toll charges (except for airport transfers); stop-offs (during Airport Transfers); unsocial/night hours or public holiday surcharges; excess mileage or time charges which exceed the normal mileage allowances; discretionary tips and gratuities; charges for late amendments, cancellations or no shows; applicable local GST / VAT taxes

These prices quoted may assume a day time /early evening ride on a normal weekday in normal traffic conditions. For Airport pickup and transfers, 30 to 60 minutes free waiting time after aircraft's landing is allowed for arriving passengers; and the price is for direct non-stop ride to/from the main International Airport and the central business / metro / hotel area.

For “By the Hour” rides it is assumed that the ride is taken within the urban area; and with a normal mileage
 

EXTRA's Terms of Business apply and supersede these Special Conditions in the event of any conflict or uncertainty.  

24. What is your cancellation policy? 3top
Deposits are non-refundable unless circumstances beyond our control prevent us from performing the service.  A cancellation needs to be notified to the booking centre by e-mail not less than 24 hours before landing if you had booked an airport pick up. 

Reservations amended significantly or cancelled less than 24 hours of booked pick-up will be charged a penalty.  Notice of cancellation or significant amendment given less than 12 hours before the scheduled pickup will be considered a late-cancellation and subject to the full charges incurred.   No-shows at the time and location of scheduled pick up will also be charged full fare.
 

25. What methods of payment do you accept? 3top
We accept credit card only.  They can be American Express, Visa, MasterCard or other cards that are accepted at the time when you make your booking.

26. When do my rental charges begin and end? 3top
Your rental charges will begin at your designated pickup time at your designated pickup location. If you say, "Pick me up at 18.00 pm at Sunny Plaza Taxi Stand ", then this will be the beginning of your hire.  The only exceptions will be on scheduled transfers such as Airport Pick-Ups and Drop-Offs where there is an extended waiting time (for arrivals) and a fixed fee.  Charging ends at the final drop off point for you.

27. Where will my chauffeur meet me from the flight? 3top
The chauffeur will meet you at the information desk in the hall of the appropriate terminal.  Your chauffeur will be holding a sign displaying your name (or your company’s name if that is how you prefer to be met), so you should be able to identify him right away. 

Airports can be very crowded at times, and some have unscrupulous touts who will try and get you to use their vehicle:  they may even claim they are from EXTRA.  If you are unsure, or cannot see your driver please ask the assistant at the information desk to page your driver, or call us on the number you will have been given by text or email and we will locate him / her for you. 

If you required to be picked up inside the terminal, we do have a special M&GNET "meet and greet" service for an extra fee (available in certain locations only). See www.magnetASIA.com

28. What if my flight is delayed? 3top
Our service partner will monitor your flight and your chauffeur will arrive at the airport in good time to meet you as you emerge. All flight arrival times are checked before the car is dispatched to collect you, so if there is a delay due to flight arrival time, you will not incur a charge for waiting time (provided we have a correct flight number.)

There are times that the chauffeur has checked the flight and everything is on time only to find out upon arriving at the airport that the plane is delayed above the airport or during docking: or maybe baggage is slow, or the immigration line is very long.   Our chauffeurs will wait for you, but there may sometimes be a minimal waiting fee after 30 – 60 minutes, depending on the airport.  

If you do find out your flight is going to be delayed, or if you miss your flight,  please call our office ASAP, anytime day or night and we will get in touch with the chauffeur to let him/her know the flight status. We will try and re-arrange the pick up for you.  

29. How much time do I have to meet the Chauffeur on my Airport Transfer Reservation? 3top
EXTRA provides free waiting period of between 30 minutes to 60 minutes at most airports for arrivals. If you are delayed in customs or the baggage area for more than 30 minutes after arrival, please call our office to ensure your driver will wait for you.  If you do not meet your Chauffeur or call us within 45 minutes of your plane landing, we may consider you a "no-show", release the Chauffeur, and you will be charged in full for the reservation.  WE CANNOT OBTAIN PASSENGER MANIFEST INFORMATION FROM AIRLINES TO KNOW IF YOU ARE ON A FLIGHT.

30. What happens if I can’t find my chauffeur when I arrive at the airport? 3top
Since most airports are very large, often new to the traveler, and constantly changing in appearance, this is not uncommon.  We require that chauffeurs are equipped with a cellular phone, pager or two way hand held radios for prompt response.  Just go to the help desk to page for your driver or call our number and we will locate your chauffeur and put them together with you. Usually our call center operator will stay on the line whilst you describe your whereabouts to the Chauffeur.

31. If I am not ready at the pickup time, will I be charged for waiting time? 3top
Generally Chauffeur companies will give you 10 -15 minutes grace if you are running a bit late: after all they want to serve you well. But delaying setting off for some spur of the moment shopping, or stopping en route will probably incur an extra charge.

32. Is smoking allowed in EXTRA limousines? 3top
No.  All our vehicles are STRICTLY non-smoking.

33. Do your drivers carry Mobile/Cell-phones? 3top
Yes, most all our drivers carry mobile-phones.  Passengers may have the use of these if required. A fee will be charged if the call exceeds 2 minutes or if the call is other than local or is international.

34. Can I instruct the Chauffeur to take a scenic route to my hotel from the Airport? 3top
Airport Transfer rates are based on a point to point transfer and your chauffeur is instructed to use the most direct route and quickest for expediency.  If you would prefer the chauffeur use a specific route, our hourly rates and minimums will apply, plus applicable fees/taxes and gratuity.

35. How long is the trip between the airport & the city? 3top
The total trip time between most airport terminals and a city location takes from 15-90 minutes, depending on the time of day, traffic conditions, and the city that you are on. 

36. Is it possible to place, change, or cancel a reservation with my Chauffeur? 3top
We require that all changes, confirmations, and cancellations be done via EXTRA using the Internet, e mail or telephone, and at least 24 hours prior to your ride. 

37. What if my reservation time is up and I'd like to keep the limo longer? 3top
You may extend your reservation. You will need to sign-off on the expenses for additional hire and you will be charged on your credit card additional fees for the extra service.  Payment in cash will NOT be accepted by the driver

38. Do I have to tip the driver, and if so, how much? 3top

There is no obligation to tip. Our prices are usually inclusive of gratuity and service charge.  However, if you are particularly satisfied with the service, you may offer tips. 

39. How do I pay for the transport? 3top
At the time of booking your ride with EXTRA we will need a credit card number to guarantee your reservation, which we will also use for payment after completion of the ride.

40. When will you charge my credit card? 3top
See our Terms of Business