FAQ
What are your operating hours?
We operate 24/7, 365 days a year
How much notice do you need to book a reservation?
Reservations can often be booked on demand or with four hours’ notice. However, larger vehicles and certain pick-up locations may need more notice. To ensure quality service, book your transportation as soon as your plans are set. The more notice we get, the better we can serve you.
What is your cancellation policy?
Cancellation Policy
- Contact: If you cannot locate your vehicle or chauffeur, please call BEST-VIP Dispatch at 877-581-7531. Failure to call will result in a full cancellation charge.
- Sedans & SUVs: Require 2 hours’ notice to avoid full charge.
- Vans, Mini & Motor Coaches: Require 72 hours’ notice to avoid a 75% charge; same day cancellations are charged in full.
- Specialty Vehicles (limousines, limo buses, etc.): Require 72 hours’ notice to avoid full charge.
- Reservations Outside Southern California: Cancellation policies may vary by region. The specific policy will be detailed in your reservation notes.
- Multi-Day / Over-the-Road Trips: Require 7 days’ notice; cancellations with less notice are charged in full.
- Refunds: Deposits paid by credit card will be refunded by check, less any credit card processing fees.
- Delays: BEST-VIP is not responsible for missed, delayed, diverted, or cancelled flights or trains. Wait-time or re-booking fees may apply if schedules change.
Additional Terms
- Vehicle Monitoring: All BEST-VIP vehicles are equipped with GPS and in-vehicle cameras for safety and quality assurance.
- Accuracy: Information is considered correct unless updated by notifying BEST-VIP. • Gratuities: Are optional and entirely at the customer’s discretion. Any gratuity shown on your invoice may be increased, decreased, or removed at any time.
- Parking & Tolls: Added to the final invoice as incurred.
- Lost Items: BEST-VIP is not responsible for items left in vehicles.
How do I get a receipt?
May be requested by phone, email accounting@best-vip.com , or via mobile app
Why is the amount charged different from the amount I was quoted?
Our quotes are based on the details provided at the time of booking. The final charge may differ if there were changes to the trip such as extended wait time, additional stops, route adjustments, parking or toll fees, chauffeur overtime, or other services requested during the ride.
We always aim to keep billing transparent—any adjustments are itemized on your final invoice for review. If you ever have questions about a specific charge, our accounting team is happy to provide a detailed explanation.
Where will I be met at the airport?
Your BEST-VIP chauffeur will track your flight and meet you at the designated arrivals area. For most airports, our chauffeur is able to greet you just outside baggage claim or customs holding a sign with your name or company logo. In some instances we may need to meet you curbside or in another specified location.
Your confirmation email will include the exact meeting location and contact details. If you have any trouble locating your chauffeur, please call BEST-VIP Dispatch at 866-323-2378 immediately for assistance.
What if my flight is delayed?
We actively monitor all flights. This ensures that your vehicle is ready when you are, even if your flight is early or delayed. Our team is equipped with devices and dispatch tools that track all flights.
Are pets allowed inside the vehicles?
BEST-VIP welcomes service animals as required by law. For non-service pets, approval must be requested in advance at the time of booking.
To maintain our fleet’s cleanliness and comfort for all passengers, pets must be in an appropriate carrier or secured on a leash. A cleaning fee may apply if additional detailing is required after transport.
If you’re traveling with a pet, simply let our team know—we’ll do our best to accommodate your needs.
How can I contact my chauffeur?
Mobile app, text or phone.
What kind of training do your chauffeurs go through?
BEST-VIP chauffeurs undergo extensive training and certification before ever serving a guest. Each chauffeur completes a comprehensive onboarding program that includes:
- Driving and safety training certified to commercial standards
- Customer service and hospitality training focused on professional etiquette and discretion
- Airport and corporate service protocols, including meet-and-greet procedures • Ongoing performance reviews and refresher courses to maintain BEST-VIP’s safety and service standards
All chauffeurs are also background checked, drug tested, and DMV-monitored to ensure the highest level of trust and professionalism.
I want to make changes to my booking. What should I do?
Contact reservations via phone or email.
Is there any charge for an additional stop?
Yes. Fees vary depending on vehicle type.
Is there a fee for waiting periods?
Wait time charges apply after the grace period ends.
Billed in 15-minute increments at the vehicle’s hourly rate.
Grace periods are as follows:
NON-airport pickups: 15 minutes.
Airport arrivals: Domestic flights, 30 mins. International flights, 60 minutes from gate time. FBO arrivals: 15 minutes from scheduled wheels down.
When do I get charged for my service?
Upon the completion of the ride and final close-out by accounting.
Meet & Greet – do you provide it and what additional cost is it?
Available in the baggage claim area and varies by vehicle type and airport location.
Free wait time for airport pickups? Any time included? International/Domestic the same?
Wait time charges apply after the grace period ends and is billed in 15-minute increments at the vehicle’s hourly rate.
Grace periods are as follows:
NON-airport pickups: 15 minutes.
Airport arrivals: Domestic flights, 30 mins. International flights, 60 minutes from gate time. FBO arrivals: 15 minutes from scheduled wheels down.
Baby Car seats (toddler, booster, infants car seat) available? Any additional cost?
For our clients’ convenience we are able to provide car seats in many destinations. The cost and availability varies by market. Please let us know if you require a car seat at the time of booking so that we can provide detailed information regarding availability & cost.