Yes, we do operate during hazardous road conditions. Our support staff works closely with our fleet chauffeurs to provide the safest routes, as well as monitoring current road conditions. During Ice/snow conditions we only operate SUV’s, and ground all Sedans. We only have trained chauffeurs on the road that know how to operate during icy conditions.
Frequently Asked Questions
We have provided this detailed instruction guide to assist learning our booking technology. If you require additional assistance please contact our team at 888.285.7779 to further assist you.
MS Luxury VIP Transportation, LLC. Passenger Web App. (PWA) detailed instructions
How to Book a Ride in the PWA
Booking for Yourself
- Enter the Pickup Location
- to add any Stops in between the Pickup and Drop-off, click the + button.
- If the Pickup location is an Airport:
- If you have your flight information
- Select your Pickup Date.
- Enter in your flight information (Airline Code and Flight #)
- Select where you would like your chauffeur to meet you.
- Select when you would like your chauffeur to meet you based on your flight.
- If you do not have your flight information
- click Skip
- Enter the Drop-off Location and/or Select Hourly and the # of hours.
- If the Drop-off Location is an Airport:
- If you have your flight information
- Enter in your flight information (Airline Code and Flight #)
- If you do not have your flight information
- Click Skip
- Click “Confirm Your Route”
- Select Your Pickup Date and Time
- Select the vehicle you need for your ride.
- (Optional) If you need to add Passengers, Luggage, or Child Seats click on the Passenger, Luggage, and Child Seats selection above the Vehicles.
- Enter in your Contact Information (Name, Email Address, and Phone #)
- If you want to create an Account, enter a Password in the appropriate field.
- Enter in your Payment Details.
- If applicable, enter in any Notes for the chauffeur.
- Click “Book This Trip”
- You will receive the success screen with your Confirmation #
Booking on Behalf of Another Person
- Enter the Pickup Location
- to add any Stops in between the Pickup and Drop-off, click the + button.
- If the Pickup location is an Airport:
- If you have your flight information
- Select your Pickup Date.
- Enter in your flight information (Airline Code and Flight #)
- Select where you would like your chauffeur to meet you.
- Select when you would like your chauffeur to meet you based on your flight.
- If you do not have your flight information
- click Skip
- Enter the Drop-off Location and/or Select Hourly and the # of hours.
- If the Drop-off Location is an Airport:
- If you have your flight information
- Enter in your flight information (Airline Code and Flight #)
- If you do not have your flight information
- Click Skip
- Click “Confirm Your Route”
- Select Your Pickup Date and Time
- Select the vehicle needed for the ride.
- If you need to add Passengers, Luggage, or Child Seats click on the Passenger, Luggage, and Child Seats selection above the Vehicles.
- Enter in the Passenger’s Contact Information (Name, Email Address, and Phone #)
- Enter in the Payment Details
- If applicable, enter in any Notes for the chauffeur.
- Click “Book This Trip”
- You will receive the success screen with the Confirmation #
How to Register and Create an Account on the PWA
- There are two ways you can register and create an account in the PWA.
- Create an Account in the Menu
- Click on Menu button
- Click Sign In
- Click Sign Up
- Enter in Full Name
- Enter in Email Address
- Enter in Password.
- Click Sign Up
Note: Your Account credentials will be the email address and password you just entered. - Create an Account on the Checkout page
- Go through Steps to Book a Ride on PWA (see above)
- On the Checkout page, you can enter in a Password along with your details to create an account.
How to Sign-in On an Existing Account on the PWA
- There are two ways you can sign into the PWA.
- Sign-in in the Menu
- Click on Menu button
- Click Sign In
- Enter in Email Address
- Enter in Password (Click “Forgot Password” if you need to reset your password)
- Click Sign In
- Sign-In on the Checkout page
- Go through Steps to Book a Ride on PWA (see above)
- On the Checkout page, click “Sign in”
- Enter in Email Address
- Enter in Password (Click “Forgot Password” if you need to reset your password)
- Click Sign In
A PAX Certified Chauffeur is a Professional Chauffeur that must undergo several levels of video training from pre-hire to weekly and yearly. Our team members are required to pass their exam prier to being behind the wheel. Our on-line training consist of the following; job training, customer service, on the road safety, dress code & Appearance, hazardous/severe road conditions, Airport procedures, greeting clients, first aid, properly disinfecting the vehicle is a brief summary of his/her training for our clients safety along with our Gold Star level of service our clients receive. Our Chauffuers also have the opportunity to pass our Chauffeur`s Master class. Our certified Chauffeur will wear his/her PAX Certified pin on his/her uniform.
As we are under an essential business, we take the safety of our clients, guests and chauffeurs very seriously. Our Chauffeurs and staff are required to report any changes in their health before they report to work as well as temperature checks before start of shifts (during this National Emergency). Each chauffeur is required to wipe down the following between reservations for the safety of the passengers with CDC approved cleaners; all touchable parts, door handles (inside/outside), seats, seat-belts, air vents, AC/heat knobs, switches, inside doors and handles, arm rests, phone charging cables, floor mats to name a few. For your safety we also provide our passengers with PPE kits (while supplies last). We also go a step further at the end of each vehicle shift. We use our Hospital grade foggers to disinfect the interior and exterior handles of the vehicles. This process will kill 99.9% of viruses. We will insure the safety of the next chauffeur that will be operating the vehicle. To add extra protection for both Chauffeur and passengers, we have a vehicle air purifier filtration system to kill active viruses during a reservation. We also REQUIRE all our chauffeurs to wear a face/noise covering while operating our vehicles. We will keep the cleaning procedures in-place indefinitely for our clients PEACE OF MIND! At the end of each shift, our luxury vehicle fleet is treated with restaurant grade fog chemical that will kill any virus and a great way to start the next shift for our Chauffeur and safety of both Chauffeur and Customers.
No, the luggage will damage the interior of our vehicle. Per our company policy, if you are travling with more then three large or oversized pieces of luggage, we recommend to contact us directly to book the fleet vehicle that will accommodate both the passengers and luggage count. We have a selection of fleet vehicles that can accommodate your group and luggage count.
Your chauffeur will contact you on arrival if your reservation is a curbside pickup to direct you exactly where to meet. If you requested inside meet and greet service, your chauffeur will meet you in the baggage claim area with a "welcome sign" with your last name or name requested on the welcome sign. For International flights, your chauffeur will meet you at the International exit. Our chauffeur will assist you with bags and escort you to our fleet vehicle. If for any reason you cannot locate your chauffeur please call or text our dispatch at 888.285.7779 or click on WhatsApp
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, we do provide car seats from infants to young children in booster seats. We do not allow our chaffeurs to install them, that is the responsibilities of the parent or guardian of the child. We require at least a 24 in advance notice for the child car seat request. Please inform our dispatch of exactly what type of car seat requested. The car seat is an additional fee that will be added to your reservation. We can also use the clients car seat for no additional charge and store it for you. Our chauffeur will have the car seat in our vehicle once returned from travel (airport dropoff/pickup), furthermore Texas State law does allow children without a car seat in a livery vehicle (Chaffeured transportation). Every market has different car seat laws and pricing. We always recommend kids to be secured at all times in our vehicles.
No, we do not allow our chauffeurs to handle any forms of payment unless authorized by our management team. Please call (888)285-7779 and speak with the Manager on duty.
Yes we do in most markets. If you choose to request our meet & greet service, it must be requested 24 hours before reservation pickup time. This service is an addiitional fee depending on market. In the Austin, Texas market we do not charge a meet and greet fee, it`s included in our service.
What is meet and greet service?
A professional chauffeur dressed in a full suit will meet the client at baggage claim area with a sign displaying clients name, and assit the client with his/her bags to the vehicle that is parked close by.
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 Policy
Cancellation fee is based on the pick-up location and the time the reservation is cancelled. Every market is different. No shows are 100% chargeable to the credit card on file.
Executive Sedan, Executive SUV, Prem Luxury SUV
We require to be notified 24 hours before pickup time to avoid full cancellation charges via phone or email. Refer to our rental agreement for special event days of our cancellation policy
LIMO, SPRINTER, BUS
We require to be notified 14 days before reservation date to avoid cancellation charges. If a reservation is booked after the 14 days and cancels client agrees to pay full cancellation charges. Refer to our rental agreement for special event days of our cancellation policy
No, all our fleet vehicles are smoke and vap free. We do not allow any smoking in any of our vehicles. Important to read our rental agreement for fines for smoking in our vehicles.
Yes, we provide Global transportation in most markets. Any reservation outside the US market requires at least 36 hours advance notice.
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), we allow pets. Please note that company policy states that pets must be secured in a pet carrier at all times during the transfer. Client is required to send us up to date shot records 24 hours before the reservation date/time. We provide a vehicle that we allow pets, so please make sure you notify us at time of reservation that you will be travling with a pet. Please review our Rental Agreement for our detailed per policy.
You can reserve online on our secure dispatch web tool BOOK NOW or by simply calling 888.285.7779 (hours of operation 24/7 dispatch) or email us at Reserve@msluxuryvip.com.
Yes, all employees with MS Luxury VIP Transportation, LLC are fingerprinted, drug tested, background checked, and required to have a valid Chauffeur’s permit and be PAX Certified before behind the wheel training.
Yes, we only accept corprate checks that have a open contract to pay their monthly invoices.
We accept Visa, Mastercard, Amex and Discover. To make a reservation we must have a valid credit card to confirm a reservation.
Yes, please make sure you provide us the passengers full name, cell number and email address so we can provide the passanger Chauffeur status updates for peace of mind.
Yes, we do provide hourly-hire services. Please email or call our customer service agents for our hourly rates and our minimum hour requirements. Rates are subject to change depending on market of the City/State service is requested in.
Creating a individual or corporate account allows our client to access paid invoices on our systems dashboard or on PDF to print/email or file. Ability to update, change or add a credit card in your private secured dashboard. Ability to make/change or cancel a reservation. The ability to track your chauffeur real time. Ensure faster, efficient service and simplify business travel management. Our online reservation system is accessible 24/7.
Please check to make sure you have all of your personal belongings with you before you exit our vehicle. If you do discover that you have lost or forgotten an item, please call our office. If our chaffeur finds the item you can come pick it up or we can have our chaffeur drop it off at a location of your choice for a charge. We are NOT responsible for ANY lost or misplaced belongings.
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.
No, per the State of Texas (TABC) we are not allowed to provide any alcohol, however we do allow you to bring your own alcohol onboard (must be 21 or older). We do provide our clients with waters and sodas in our Limo.
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 we include gratuity between 15%-20% depending on the market of your reservation. You are not responsible for adding gratuity unless you choose to add it at the end of your reservation
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 sent via email at the end of each reservation. Make sure you provide us your correct email address.
