FAQs
Find quick answers to the most common questions about our services.
Creating an individual or corporate account with MS Luxury VIP Transportation, LLC provides convenient access to a variety of premium features designed to simplify travel management and improve your reservation experience.
Account benefits include:
• Access to paid invoices through your secure online dashboard or downloadable PDF copies for printing, emailing, or record keeping.
• Ability to update, change, or add credit cards within your private secured account.
• Ability to make, modify, or cancel reservations online.
• Real-time chauffeur tracking for active reservations.
• Faster and more efficient reservation management.
• Simplified corporate and business travel coordination.
• 24/7 access to our online reservation system for your convenience.
Our secure account portal is designed to provide a seamless and professional luxury transportation experience.
A PAX Certified Chauffeur is a highly trained transportation professional who has successfully completed a comprehensive certification program designed specifically for the chauffeured transportation industry.
At MS Luxury VIP Transportation, our chauffeurs are required to complete extensive training and pass certification examinations before operating a vehicle on behalf of our company. Training begins during the pre-hire process and continues throughout their employment through ongoing weekly and annual educational programs.
PAX Certification training covers a wide range of professional and safety-focused topics, including:
In addition to maintaining their certification, chauffeurs may pursue advanced professional development through the PAX Chauffeur Master Class program.
For your assurance, certified chauffeurs proudly wear their PAX Certified pin as part of their professional uniform, signifying their commitment to safety, service excellence, and the highest standards of professionalism.
This ongoing investment in training allows MS Luxury VIP Transportation to deliver the exceptional "Gold Star" level of service, safety, and reliability our clients expect and deserve.
No. For the safety of all passengers, luggage must be properly secured in the designated cargo area or trunk of the vehicle. Loose luggage inside the passenger cabin may become a safety hazard in the event of sudden braking, an accident, or airbag deployment.
Additionally, to preserve the condition, cleanliness, and luxury interior of our fleet vehicles, large or oversized luggage may not be transported within the passenger seating area.
If you are traveling with more than three large or oversized pieces of luggage, we encourage you to contact MS Luxury VIP Transportation when making your reservation. Our team will gladly assist you in selecting the most appropriate vehicle to comfortably accommodate both your passenger count and luggage requirements.
We offer a variety of luxury SUVs, executive vans, and larger fleet vehicles designed to provide ample cargo capacity while ensuring a safe, comfortable, and first-class travel experience.
Our goal is to ensure every journey is properly planned, seamless, and enjoyable from the moment you book until you arrive at your destination.
Your chauffeur will contact you upon arrival for all curbside pickup reservations and provide detailed instructions on exactly where to meet.
If you requested an Inside Meet & Greet Service, your chauffeur will meet you inside the baggage claim area holding a welcome sign displaying your last name or the name requested for the sign.
For international arrivals, your chauffeur will meet you at the designated International Arrivals exit. Your chauffeur will gladly assist with luggage and escort you to your assigned fleet vehicle.
If for any reason you cannot locate your chauffeur, please call or text our dispatch team immediately at 737.212.9117 or click on the GPS tracking link provided in your reservation text message. WhatsApp number to dispatch is 888.285.7779
No, if your flight is delayed and the updated information is posted on the airlines website then you will not be charged. If your flight lands on time but is delayed on the runway, you will be granted 30 minutes of wait time (domestic flights) and 45 minutes of wait time (international flights).
If your flight lands on time, and your unable to meet your chaffeur within 30 minutes, after the 30 minutes passed the client will be charged a wait time.
If a client decides to change their flight to arrive earlier or later to accommodate their schedule a chaffeur redirect fee will be charged to the clients reservation to accommodate the new pickup time.
Yes. MS Luxury VIP Transportation offers child safety seats for infants, toddlers, and young children requiring booster seats.
To ensure the appropriate seat is available, we require a minimum of 48 hours` advance notice. When making your reservation, please inform our dispatch team of the specific type of child safety seat needed. An additional fee will apply for company-provided car seats and will be added to your reservation.
Clients are also welcome to provide their own car seat at no additional charge. If desired, we can securely store your car seat during your trip and have it available in the vehicle upon your return, such as for airport pickup following a departure.
Please note that child restraint laws may vary by city, state, or jurisdiction. While certain livery or chauffeured transportation services may be exempt from specific child seat requirements in some areas, MS Luxury VIP Transportation strongly recommends that all children travel in an age- and size-appropriate child safety seat whenever possible.
The safety, comfort, and well-being of our youngest passengers remain a top priority.
No. For the security of our clients and chauffeurs, MS Luxury VIP Transportation does not permit chauffeurs to accept or process payments unless specifically authorized by our management team.
If you need to make a payment, update billing information, or arrange payment for additional services, please contact our office directly at (888) 285-7779 and ask to speak with the Manager on Duty. Our team will be happy to assist you and ensure your transaction is handled securely and professionally.
This policy helps maintain accurate billing procedures while protecting both our clients and employees.
Yes. MS Luxury VIP Transportation offers Meet & Greet service in most markets.
When requested, this service must be scheduled at least 24 hours prior to your pickup time and may include an additional fee depending on the service location. However, in the Austin, Texas market, Meet & Greet service is included at no additional charge.
What is Meet & Greet service?
Our Meet & Greet service provides a seamless airport arrival experience. A professionally dressed chauffeur, typically in a full suit, will meet you at the baggage claim area holding a sign with the passenger’s name. The chauffeur will assist with luggage and escort you to your waiting vehicle, which is staged in a designated nearby pickup area for your convenience.
This service is designed to ensure a smooth, comfortable, and stress-free transition from the airport to your destination.
For ALL airport arrivals the schedule pickup time should be made for the time the flight is scheduled to land. For private jet travel we also request the scheduled time the aircraft will land, however we will notify the client if the aircraft is not able to be tracked. Please make sure you provide us your commercial flight information or private jet tail number upon reservation. Our dispatch team and chaffeurs will be tracking your arrival time and will adjust for on-time client pickup
Cancellation fees are based on the pickup location, vehicle type, and the amount of notice provided prior to cancellation. Cancellation policies may vary by market. All no-shows are 100% chargeable to the credit card on file.
Executive Sedan, Executive SUV & Premium Luxury SUV
We require a minimum of 24 hours notice prior to the scheduled pickup time to avoid full cancellation charges. Cancellation requests must be submitted via phone or email. Please refer to your rental agreement for special event cancellation policies and blackout dates.
Limousine, Sprinter & Bus Reservations
We require a minimum of 15 days notice prior to the reservation date to avoid cancellation charges. Reservations booked within the 15-day cancellation window and later cancelled are subject to full cancellation charges. Please refer to your rental agreement for special event cancellation policies and blackout dates.
No. All MS Luxury VIP Transportation vehicles are strictly smoke-free and vape-free. Smoking, vaping, or the use of any tobacco or electronic smoking products is prohibited in all vehicles within our fleet.
This policy helps us maintain the cleanliness, comfort, air quality, and luxury environment our clients expect and deserve.
Clients are encouraged to review our Rental Agreement for complete details regarding our smoking and vaping policy, including any applicable cleaning, deodorization, or damage fees that may result from violations and termination of this policy.
We appreciate your cooperation in helping us provide a fresh, clean, and enjoyable experience for every passenger.
Yes, MS Luxury VIP Transportation, LLC proudly provides global chauffeured transportation services in most markets worldwide through our trusted affiliate network.
For all reservations outside of the United States market, we require a minimum of 36 hours advance notice to ensure proper coordination, vehicle availability, and the highest level of professional service.
Our team is committed to delivering seamless luxury transportation experiences both domestically and internationally.
Please provide us with the passengers(s) name(s), as well as how many passengers there will be, the pickup and drop off locations, your contact information, flight information (if any), and form of payment. If their are any special travel needs, a child seat or accommodations for animals.
Yes — because we love pets, too! MS Luxury VIP Transportation is pleased to accommodate pets when proper arrangements are made in advance.
For the safety and comfort of all passengers, pets must remain secured in an appropriate pet carrier at all times during transportation. Additionally, clients are required to provide current vaccination records at least 72 hours prior to the scheduled reservation for approval.
To ensure the best experience for both you and your pet, we designate specific vehicles within our fleet for pet-friendly transportation. Therefore, it is important to notify us at the time of booking if you will be traveling with a pet. There is a $35 to $85 in cabin Airfliter replacement fee dependent on vehicle type.
For complete details regarding pet transportation requirements, responsibilities, and restrictions, please review our Rental Agreement and Pet Policy or contact our office directly with any questions.
We look forward to providing a safe, comfortable, and enjoyable travel experience for every member of your family—including the four-legged ones.
You can reserve online on our secure dispatch web tool BOOK NOW 24/7, by simply calling 888.285.7779 our reservations department during normal business hours or via at Reserve@msluxuryvip.com.
Yes. MS Luxury VIP Transportation, LLC does operate during certain hazardous road conditions. Our operations and support staff work closely with our professional chauffeurs to continuously monitor weather forecasts, roadway conditions, and identify the safest travel routes possible.
However, we do not operate during tornadoes, hurricanes, hail storms, or any severe weather conditions that may jeopardize the safety of our passengers, chauffeurs, or the public. Safety will always take priority over operations.
During icy or snow conditions, all sedan operations are suspended for safety purposes, and only SUV vehicles are permitted to operate. We only allow experienced and properly trained chauffeurs on the road who are knowledgeable in safely operating during hazardous winter weather conditions.
The safety of our passengers, chauffeurs, and community always remains our highest priority.
Yes. Every chauffeur employed by MS Luxury VIP Transportation, LLC undergoes a comprehensive screening and training process before serving our clients. All team members are fingerprinted, drug tested, and background checked, and must possess a valid Chauffeur`s Permit as required by applicable regulations.
In addition, all chauffeurs are required to obtain PAX Certification and successfully complete our professional behind-the-wheel training program. These standards help ensure the highest levels of safety, professionalism, discretion, and service excellence for every journey.
We accept Visa, Mastercard, American Express, and Discover credit cards. A valid credit card is required to confirm and secure all reservations.
We do not accept gift cards as a form of payment. Please refer to our rental agreement for additional information regarding our booking process, payment policies, and accepted payment methods.
Yes. MS Luxury VIP Transportation allows clients to reserve transportation for family members, friends, colleagues, executives, or guests while using their own credit card for payment.
To ensure a seamless experience, please provide the passenger`s full name, mobile phone number, and email address at the time of booking. This allows us to send important trip details and chauffeur status updates directly to the passenger, providing convenience, clear communication, and peace of mind for everyone involved.
Our team is committed to delivering a smooth, professional, and personalized experience from reservation to final destination.
Yes. MS Luxury VIP Transportation proudly offers hourly chauffeur and vehicle services for clients seeking flexible, personalized transportation. Whether you require executive transportation, special event service, private city tours, or dedicated chauffeured travel, we can customize an experience to meet your needs.
For current hourly rates and minimum booking requirements, please contact our Customer Service team by phone or email. Pricing may vary based on the service location, vehicle selection, event requirements, and prevailing market conditions within the city and state where service is requested.
We are committed to providing transparent pricing, exceptional service, and a luxury travel experience tailored to your itinerary.
Please make sure you have all personal belongings with you before exiting our vehicle. If you discover that you have lost or forgotten an item, please contact our office immediately.
If our chauffeur locates the item, we can coordinate shipping to a location of your choice for an additional charge or our Chauffeur can meet client for an additional fee.
MS Luxury VIP Transportation, LLC is not responsible for any lost, stolen, or misplaced personal belongings left in our vehicles.
Yes, we will contact the passenger , however to avoid waiting fees it`s the responsibility of the passenger(s) to be ready to board our vehicle at their scheduled pickup time. Please make sure you provide our dispatch team the passengers cell phone number and email address to recive chauffeur status updates. The passenger will also be sent a email of the chauffeurs picture, detailed vehicle description and chauffeurs direct mobile phone number when your chauufeur is "on the way".
We run a authorization on the credit card to guarantee funds are availability 24 to 48 hours prior to your trip; it will show as a "Pending transaction" on your credit card statement when viewed on-line. The authorization amount is usually higher than expected charges in the event client decides to make additional stops or changes the destination. We will then charge the correct amount to your credit card once the trip is completed and our vehicle is inspected for cleaning fees or damages. For our Stretch Limos and specialty vehicles a deposit will be charged 20-50% depending on vehicle rented at the time of reservation made.
Yes, if you choose to change any essential information about your route including your final destination, please contact our office staff to assist in handling all details via call, text or email, and our agents will directly send a updated alert in real time to your chauffeur of the route changes for your safety and comfort.
Yes. When booking your reservation, gratuity is typically included between 15%–20%, depending on the market and type of reservation.
Please note that gratuity is not automatically included on bus reservations. However, gratuity can be added upon request at the time of booking.
All vehicles that are providing our clients transportation are insured with a minimum of 1 million dollar commercial policy, along with our general liability policy.
All receipts are automatically emailed at the completion of each reservation. Please ensure we have your correct and updated email address on file to avoid any delays in receiving your receipt and trip confirmations.
