Your Service Guide

⚠️ Choose Your Pickup Time Correctly

When making your booking, please ensure that your scheduled pickup time allows you to arrive at the airport at least 2.5 hours before your flight departure time.

Your pickup time should be calculated as:

Pickup Time = Flight Departure Time − 2.5 hours (airport arrival buffer) − Estimated Travel Time to the Airport

Example:
• Flight departure time: 10:00 AM
• Estimated travel time to airport: 65 minutes (approx 1 hour 5 minutes)
• Required airport arrival time: 7:30 AM (10:00 AM − 2.5 hours)
• Pickup time: 7:30 AM − 65 minutes = 6:25 AM

We recommend adding extra buffer time during peak traffic hours, bad weather, or if you are unfamiliar with the route.

This ensures sufficient time for:

• Journey to the airport (allowing for traffic, weather, and road conditions)
• Check‑in and baggage drop‑off
• Immigration and security procedures
• Any unforeseen delays on the route

The pickup time selected or requested by the customer is the customer's responsibility.

If you select a pickup time that does not provide enough travel time to arrive at the airport at least 2.5 hours before departure, you accept the increased risk of having insufficient time.

If an unforeseen delay occurs in this situation, We will refund 100% of your booking fare (if the driver is more than 15 minutes late), but will not be responsible for additional costs resulting from insufficient travel time, including:

• Missed or additional flight tickets
• Flight rebooking or change fees
• Hotel or accommodation costs
• Meals or other travel expenses
• Additional transportation costs
• Any other losses or expenses resulting from a missed or changed flight

For your protection, we strongly recommend calculating your pickup time using the formula above, and adding extra buffer time during peak traffic hours or bad weather conditions.

🕐 Before Your Pickup

• Please be ready 15 minutes before your scheduled pickup time.
• Ensure that your pickup location is correct and accessible to the driver.
• Keep your phone available in case the driver needs to contact you.
• Please ensure your contact number, airline and flight details are accurate.

✈️ Airline & Departure Terminal

• Please provide your correct airline and flight information when making your booking.
• Your airline information allows us to ensure that you are taken to the correct departure terminal.
• If your airline changes after your booking has been confirmed, please inform us via WhatsApp as soon as possible.

🛡️ Driver Delay Guarantee

If your driver is more than 15 minutes late after the scheduled pickup time, you have two options:

Option 1 — Continue With Your Assigned Driver

• You may wait for your assigned driver and continue your journey once they arrive.
• We will refund 100% of your original booking fare.

Option 2 — Arrange Alternative Transportation

• If you cannot wait, you may arrange alternative transportation to the airport.
• We will: ✅ Refund 100% of your original booking fare ✅ Reimburse your alternative ride up to RM200.00
• The alternative transportation must be provided by a legally registered transportation company, and an official company receipt must be provided for the claim.
• Maximum alternative ride reimbursement: RM200.00 per booking.

🚗 If You Drive Your Own Vehicle

• ✅ 100% refund of your booking
• ✅ Up to RM100.00 towards reasonable travel expenses, such as tolls and airport parking.
• Maximum self‑driving expense reimbursement: RM100.00 per booking.

⚠️ Important About the Driver Delay Guarantee

• The Driver Delay Guarantee applies when the driver is more than 15 minutes late after the scheduled pickup time.
• If your selected or requested pickup time is less than 2.5 hours before your scheduled flight departure, the 100% booking refund still applies if the driver is more than 15 minutes late.
• However, We will not be responsible for additional costs arising from the customer's choice of an insufficient pickup time.

🚗 Before Your Event

• For major events, please allow significantly more travel time than you would for a normal journey.
• Event traffic can begin building up several hours before the scheduled start time and may continue after the event ends.
• Your selected pickup time should therefore be based on your required arrival time at the venue, rather than the normal driving time shown on a map.

⚠️ Important: We cannot guarantee a specific travel duration on major event days.

📍 Drop‑Off at the Event Venue

• For safety and traffic‑management reasons, the vehicle may not always be able to reach the exact venue entrance requested by the customer.
• If the requested entrance is inaccessible, the driver will bring you to the nearest safe and legally accessible drop‑off point. The customer may then need to walk to the venue entrance.
• 🚶 Please be prepared to walk. For large events, walking from the designated drop‑off point to the venue may be necessary.

🛑 Road Closures & Restricted Access

• Event organisers, police and local authorities may change traffic arrangements without prior notice.
• If access is restricted, our driver will follow the instructions of the relevant authorities and use the safest available route and stopping point.
• Driver safety and compliance with traffic regulations always take priority over reaching a specific entrance.

⏰ Event Pickup Time

• Customers are strongly advised to book their pickup time well in advance of the time they need to arrive at the venue.
• For major events, we recommend allowing additional time for: journey time + event traffic + security/traffic restrictions + walking time to the venue.

Plan for the event — not for normal traffic.

🕐 Return Transfer After the Event

• Return transfers can be significantly more challenging than arrival transfers.
• At the end of a major event, thousands of people may leave the venue at the same time, resulting in severe traffic congestion, long pedestrian queues, temporary road closures, and restricted vehicle access.
• For this reason, the vehicle may not be able to wait directly outside the venue entrance.

📱 Meeting Point for Return Transfers

• Customers must follow the pickup instructions provided by company or the driver.
• If the original pickup location becomes inaccessible, the driver may instruct the customer to proceed to an alternative designated meeting point.
• Do not wait at an inaccessible entrance. Follow the driver's instructions and proceed to the designated accessible meeting point.

🚦 Event Traffic Delays

• Event‑related traffic delays are outside our control.
• The driver will make reasonable efforts to reach the pickup or drop‑off point as quickly and safely as possible.
• However, We do not guarantee an exact arrival time during major events.

🛡️ Important Customer Responsibility

• Customers attending an event are responsible for allowing sufficient time for the journey.
• If you have a scheduled event, concert start time, sporting event, flight after the event, or any other time‑sensitive commitment, you should allow substantial additional time for event‑day traffic and access restrictions.
• We are not responsible for additional costs arising from a customer's decision to allow insufficient travel time for a major event.

✅ Our Recommendation

• Book early.
• Allow extra travel time.
• Keep your phone available.
• Follow your driver's pickup instructions.
• Be prepared to walk from the designated drop‑off or pickup area.
• Do not rely on normal navigation‑app travel times on major event days.

Plan for the event — not for normal traffic.