Support

Changing or canceling a reservation

Call or email with the name the booking is under and the pickup date. Small changes such as a new pickup time, a different address, or an extra passenger are usually straightforward and we will confirm them back to you in writing before anything is processed.

Bigger changes are worth a phone call. Moving a trip to a different day, splitting one vehicle into two, or changing vehicle class can affect availability and price, and that is a faster conversation than an email chain. If you are canceling, tell us as early as you can. Late cancellations on peak dates are the ones that cost money, because the vehicle and chauffeur were held for you and cannot be rebooked at short notice.

My flight moved, or my cruise time changed

Send us the new flight number or the new sailing time as soon as you have it. For airport pickups we track the flight, so a delay usually adjusts itself and your chauffeur meets the aircraft that lands rather than the one that was scheduled. What we cannot see automatically is a change you make yourself, such as rebooking onto a different flight or a different airport, so tell us about those.

For cruise transfers the direction of the change matters. An earlier boarding time is easy. A later one on a Sunday in Galveston, when every transfer in the region is running, needs as much notice as you can give us.

Billing, receipts and card questions

Give us the reservation name and the trip date and we can pull the charge and send a receipt. If a charge looks wrong, say what you expected to see rather than just the amount, because the usual explanation is an added stop, extra wait time, or a second vehicle that was arranged on the day.

For corporate accounts that need itemized invoicing, a purchase order reference, or billing to a department rather than an individual, tell us at booking. It is much easier to set up before the trip than to reconstruct afterwards.

I left something in the vehicle

Call us. Describe the item and give the trip date, pickup and drop-off. Because we know which chauffeur drove you, this is usually resolved the same day rather than turning into a lost-property process. Phones, wallets, passports and cruise documents are the four most common, and the sooner you call the better, because the vehicle may be on another trip.

Car seats, mobility needs and other requests

Car seats are available on request and need to be arranged at booking so the right seat is fitted before we arrive. Tell us the child's age and weight rather than the seat type.

For mobility requirements, call and tell us what you need for the specific trip. Folding wheelchairs, walkers and extra time at the curb are all normal. We would rather tell you plainly what we can and cannot accommodate on your date than have you find out at the curb. The same applies to oversized luggage, golf clubs, sports equipment and cruise cases, which change which vehicle we send.