Frequently Asked Questions

Simply click "Book Now" on our website, select your service type (airport transfer or hourly hire), enter your pickup and drop-off details, choose your vehicle, and complete your payment through our secure Stripe checkout.

We recommend booking at least 24 hours in advance to ensure availability. However, we do accept same-day bookings based on driver availability.

Yes. During the booking process, you can add special requests or notes to let the driver know the passenger details.

Please contact us as soon as possible to request changes. Modifications are subject to availability and may affect pricing.

Our pricing is based on distance, vehicle type, and service type. For airport transfers, the price is calculated using the route distance. For hourly hire, pricing is based on the number of hours booked. All prices are shown upfront before you pay.

We accept all major credit and debit cards through our secure Stripe payment system. Payment is collected at the time of booking.

No. The price shown at checkout includes the base fare, service fee, and any applicable airport surcharges. Tolls and parking fees, if any, are the only additional costs.

Cancellations made more than 12 hours before pickup are free. Cancellations 3–12 hours before incur a $30 fee, under 3 hours a $40 fee, and no-shows are charged $50. See our Cancellation Policy page for full details.

Log in to your account, go to your bookings, and click the cancel button. You will see the applicable fee before confirming the cancellation.

Refunds are processed manually by our team and typically take 5–10 business days to appear on your statement.

If you provide your flight number during booking, our team can monitor your arrival time and adjust the pickup accordingly.

Airport pickups include approximately 60 minutes of complimentary waiting time from your flight's actual landing time. Non-airport pickups include about 15 minutes.

Your driver will meet you at the arrivals area. Exact meeting instructions will be provided in your booking confirmation email.

We offer premium Black SUVs including Cadillac Escalade, Chevrolet Suburban, and Lincoln Navigator. All vehicles are well-maintained, clean, and equipped with amenities for a comfortable ride.

Yes. All drivers are independent contractors who carry their own commercial auto insurance, business license, and meet our verification requirements.

Yes. VIP Black Lane operates 24 hours a day, 7 days a week, including holidays.