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Booking

Why should I pre-book a sedan?

By pre-booking, you get the best prices through MyChauffeur discounts and specials on sedans.

What if I want to change or cancel the booking? How do I do that and what conditions apply?

You can change or cancel your booking on your personal MyChauffeur account. To do so, log in with your personal access data and press the change or cancel button of the respective trip under the heading "My bookings".

• Regulations for sedan bookings: For cancellations up to 24 hours before departure, a fee of €1 (including 19% VAT) will be charged. For cancellations made less than 24 hours before departure, the full fare will be charged. Booking changes up to 24 hours before departure are free of charge. When making a change between 24 hours and 2 hours before departure, a re-booking fee of €5 (including 19% VAT) will be charged. Changing the booking less than 2 hours before departure is not possible. A new trip must be booked, and you will be charged for the previous one.

MyChauffeur will do its best to offer you the trip at the same rate and on the same terms when you make a change to your booking.

When is my booking confirmed?

When booking a sedan, you will receive a booking confirmation via email directly after the booking. This confirms your booking. You will receive the booking confirmation together with the driver’s information by email and text message shortly before your trip.

How can I be sure that the vehicle is going to come?

If you have received a booking confirmation by email, that means that a vehicle has been reserved for your trip. Before departure, you will also receive a text message with the driver’s information so that you can contact the driver if necessary.

Collection/pick-up

How do I recognise the driver at the airport/train station?

You will recognise the driver as he/she will have a MyChauffeur sign with the name you stated when you made your booking.

What happens if I arrive late?

If you notice that you cannot make it to the pick-up location on time, call the driver directly and tell him/her about your delay. You will find the driver's phone number in the email and text message which you received before the trip. If you do not inform the driver about your delay, he/she will leave after the agreed waiting time. You will be charged a fee for a no-show. Train or flight delays, that are of course not your fault, are excluded from the previous rules.

What do I do if the driver is late?

Call the driver directly and ask for his/her exact location. You will find the driver's phone number in the email and text message which you received before the trip.

What happens if a flight or plane is delayed?

The driver knows your flight or train number. The pick-up time is adjusted accordingly, without extra costs incurring.

What happens if my flight is cancelled?

Our normal cancellation and re-booking conditions apply. As soon as you have found out about the cancellation, you should re-book or cancel your booking through your personal MyChauffeur client account.

How does the driver know that I am the right passenger?

The driver will ask for your name as well as for information on your booking confirmation which you have received via email and text message. Please have your booking confirmation on hand either in paper form or on your mobile phone.

What happens if my destination has changed on short notice?

Speak to your driver directly about your new destination request. Your change request may alter the fare.

Price

What does the price of the sedan include?

Economy class:

  • Driver with MyChauffeur quality seal
  • Economy class sedan (e.g., Hyundai Ioniq, Toyota Prius)
  • 10-minute waiting time included (airport 45 minutes)
  • Number of persons according to the vehicle type booked
  • Number of pieces of luggage according to the vehicle type booked

Business class:

  • Driver with MyChauffeur quality seal
  • Business class sedan (e.g., E-Class, 5 Series)
  • 10-minute waiting time included (airport 45 minutes)
  • Number of persons according to the vehicle type booked
  • Number of pieces of luggage according to the vehicle type booked

First class:

  • Driver with MyChauffeur quality seal
  • First class sedan (e.g., S Class, 7 Series)
  • 30-minute waiting time included (airport 90 minutes)
  • Number of persons according to the vehicle type booked
  • Number of pieces of luggage according to the vehicle type booked

Minibus:

  • Driver with MyChauffeur quality seal
  • Minibus (e.g., MB VIP Sprinter 519, Hyundai H 350)
  • 30-minute waiting time included (airport 90 minutes)
  • Number of persons according to the booked bus type
  • Number of pieces of luggage according to the booked bus type

Can the price change?

With sedans, MyChauffeur always offers fixed prices including all taxes, fees and gratuities. The waiting period included in the price depends on the booking class.

The fixed price for sedans can change due to a.) customer delays, b.) route changes, or c. a change of booking.

  1. If additional waiting time arises due to the delay of the passenger, this will be charged additionally with a maximum of €0.90 per minute (including 19% VAT). Train or flight delays, that are of course not your fault, are excluded from the previous rules.
  2. When changing the route, the distance is decisive for possible price changes.
  3. Changes to the booking up to 24 hours before departure are free of charge. When changing the trip between 24 hours and 2 hours before arrival, a re-booking fee of €10 (including 19% VAT) will be charged. Changing a booking 2 hours before departure is not possible. A new trip must be booked.

MyChauffeur will do its best to offer you the trip at the same rate and on the same terms when you make a change to your booking. You will be notified if this is not possible.

Quality

What does quality at MyChauffeur mean?

Driver and vehicle are crucial for the quality of sedans at MyChauffeur. Emphasis is placed on the quality of the driver, who should be reliable, knowledgeable of the area, friendly and accommodating. When it comes to the vehicle, it is important to us at MyChauffeur that it is in top condition and meticulously clean. In short, quality at MyChauffeur means that the passenger feels comfortable and relaxed when he/she gets to his/her destination.

How is quality guaranteed at MyChauffeur?

Quality is not only guaranteed at MyChauffeur but actively controlled. A quality system has been established for this which tests the quality of drivers and vehicles, not only when they are added to the MyChauffeur fleet but also continuously thereafter. Quality control at the time of admission is ensured by entrance tests and training courses prepared by the sedan associations. After joining the MyChauffeur fleet, the driver and the vehicle are continuously evaluated to ensure consistent, high quality.

Payment

What do I need the four-digit PIN for that I received with the booking confirmation?

The four-digit PIN is virtually your electronic signature with which you authorise the payment in the sedan. The PIN is sent to you in the form of a text message to your mobile phone before each trip, so that you always have the PIN on hand. If you do not have the PIN ready, you can still conveniently confirm the payment with your signature.

Why do I have to provide my credit card information when booking?

MyChauffeur's goal is to make sedan driving as easy and convenient as possible. This includes the electronic payment. This means that you no longer need to pay the driver after the trip, but the amount which has been authorised by you is conveniently debited electronically. We need your payment data for this reason. At the moment, MyChauffeur only accepts credit card payments. You only need to provide your credit card information for your very first booking. The next time you book, you can simply select the saved credit card by clicking on it. You can save several credit cards on your MyChauffeur account. Other forms of payment will be added in the future.

Is my credit card information safe at MyChauffeur?

Your credit card information is handled with the utmost security and is protected against unauthorised access. To guarantee this, MyChauffeur works with a renowned payment provider which is Payment Card Industry Data Security Standard (PCI-DSS) certified and meets the strictest security standards.

Feedback and contact

How can I give MyChauffeur feedback about the drivers and vehicles?

At the end of each trip, the feedback function for the respective trip will be activated in your account. Here, in addition to rating the vehicle and driver, you can also comment on MyChauffeur's service and the MyChauffeur fleet. You are hereby helping us to improve the MyChauffeur service and to respond to your needs even better.

How can I file a complaint or let MyChauffeur know that I was not satisfied with the service?

Your praise and complaints can be sent to us via email at support@myChauffeur.de. We take your feedback very seriously and will resolve issues and conflicts fairly and as quickly as possible.