Questions, answered.
Booking, pick-up, changes, payments. If the answer is not here, open a support request and keep the reference code: the office replies by email.
Booking.
How does a booking work?
Book in four simple steps: enter your journey, choose your vehicle class, add the passenger details, then complete billing and payment. Your price is displayed upfront, before you proceed with the booking.
Do I need an account?
Your account is automatically created using the email address from your first booking, and your login details are sent with the booking confirmation. Once signed in, you can manage your bookings, view your travel history and track your The Platinum Way qualifying kilometres.
Can I book for someone else?
Yes. Enter the passenger's details when booking. Payment can be made by a different person or company, whose details will be used for the receipt.
The address is not found. What do I do?
Pick the address from the suggestions as you type. For airports, ports and stations use the dedicated field, which only accepts those. If it still fails, write to support and we enter it for you.
Can I book a vehicle without passengers, for luggage or parcels?
For any special requirements, such as transporting luggage or other items without a passenger, please contact our Customer Support team. We'll assist you in finding the most suitable solution.
How do I add a child seat?
After choosing the vehicle, in the second step of the booking. Seats and boosters are free. Write the child's age and weight in the notes so the chauffeur brings the right one.
At the pick-up point.
Where do I meet the chauffeur at the airport?
In the arrivals hall, after customs, with a tablet showing your name or your company logo. You receive the chauffeur's contact details before landing. In rare cases of restricted areas or heavy crowds the chauffeur calls you with the exact meeting point.
How long does the chauffeur wait?
At airports, 60 minutes after the arrival time, free. At stations, ports, hotels, offices and private addresses, 15 minutes are included. The chauffeur arrives at least fifteen minutes early. In the hourly service there is no waiting limit.
Why do you ask for the flight number?
To follow the flight and move the pick-up when it is late or early, and to send the chauffeur to the right terminal.
Can I travel with a pet?
Yes, in a closed carrier, and written in the notes at booking. Undeclared animals can be refused or charged extra. Assistance animals travel without a carrier.
I left something in the car.
Write to support with the trip reference and a description of the item. The chauffeur or the office arranges the return.
Changes, cancellation, payments.
Can I change date or time?
To make changes to your booking, please contact our Customer Support team. We'll assist you with the available options.
Can I change the pick-up address or the destination?
To make changes to your booking, please contact our Customer Support team. We'll assist you with the available options. Please note that changes to the route or travel distance may affect the final price.
Can I change the vehicle class?
To make changes to your booking, please contact our Customer Support team. We'll assist you with the available options. Please note that changes to the vehicle class may affect the final price.
How do I cancel?
To cancel your booking, please contact our Customer Support team. Cancellations made up to 24 hours before the scheduled pick-up are free of charge.
How do I pay?
Card, Apple Pay and Google Pay through Stripe, or PayPal. Authorized corporate accounts can use periodic invoicing instead of paying online.
Where do I enter a discount code?
In the payment step, in the box at the top. The code applies to that booking only, never to trips already made.
Will I receive a receipt or invoice?
A payment receipt is automatically sent for every booking, regardless of whether the payer is an individual or a company. If you require an invoice, simply select the invoice option during the billing step and enter your company details. The invoice will be issued according to the billing requirements of the company's country.
Need more help?
Send us a support request and our team will get back to you at the email address provided. You'll receive a reference number to easily follow up on your request.