Frequently asked questions.

LAAC Car Service is a worldwide chauffeur service headquartered in Atlanta, Georgia. Career chauffeurs, dedicated account management, and a fleet that scales from a single sedan to a 100-passenger single move — all under one company, one standard, one bill. 20 years in the industry. 4.9-star reputation across 257 published reviews. Service in 600+ cities worldwide through our in-house fleet and the Five Star Alliance partner network.

Yes. The same career chauffeurs you have been using for a decade, plus our in-house chauffeurs and fleet.

The chauffeurs ARE LAAC Car Service. They built the 4.9-star reputation over a decade, one ride at a time.

All billing and credit card statements will now show SoHo / Southern Hospitality.

SoHo / Southern Hospitality handles all billing and credit card processing. That name will appear on your card statement for every LAAC reservation. This is disclosed at booking, in your confirmation email, and in our Terms of Service.

International flights include 60 minutes complimentary wait time.

Domestic flights include 30 minutes complimentary wait time.

Wait time always starts at your actual gate arrival time when you book using Scheduled Flight Time.

Scheduled Flight Time (Recommended)

You enter your flight number. We track your flight and automatically adjust your pickup time for delays or early arrivals.

Your wait time starts at gate arrival, so you never lose wait time.

This is the safest and smoothest option.

Pick Your Own Time

You choose a specific pickup time manually.

Your wait time starts at the exact time you selected, not when your flight lands. You receive the 15 min courtesy wait time; after that, wait time charges apply.

If your flight arrives early, you may need to wait until your scheduled time.

Flights can arrive 30–60 minutes early, so this option carries more risk.

Curbside is the fastest and default pickup option.

Your chauffeur tracks your flight and texts you when your plane reaches the gate with the exact door number for pickup.

Once you have your bags, text or call your chauffeur to sync the curb arrival.

Allow 5–7 minutes for the vehicle to drive around.

Airports only allow chauffeurs to wait a few minutes — if you're not there, they must circle again, which can add 5–15 minutes depending on traffic.

Your chauffeur will confirm their license plate and ask what you're wearing to identify you.

Only your booked chauffeur knows your name. Ignore hustlers or gig drivers soliciting passengers.

Your chauffeur tracks your flight and adjusts your pickup time automatically.

Once you arrive at the gate, your chauffeur texts you and tells you where they will be standing with your name sign — usually at baggage claim.

Some airports only allow curbside or require a third-party greeter (Denver, Boston, and a few others).

Your chauffeur assists with luggage and escorts you to the vehicle in the chauffeur parking area, typically a 7–12 minute walk.

Meet & Assist is a premium airport service available in over 600 cities worldwide.

It includes:

• Personal escort through arrivals, departures, or connections
• Fast-track assistance at immigration and security
• Help with baggage and coordination with porters
• Guidance to chauffeur pickup or onward connection

How do I book Meet & Assist?

Meet & Assist must be requested at the time of booking. Availability depends on the airport and is confirmed once your reservation is made.

The most common cause is your company or personal spam filter blocking us. Try these in order:

• Log into your dashboard and download the PDF directly — this is the fastest fix.
• If you booked as a guest, email us at info@laaccarservice.com. We will add the ride to your account or create one for you; then you can download the PDF.
• Check your spam/junk folder for messages from @laaccarservice.com.
• Send us an email at info@laaccarservice.com — this can help whitelist us.
• Ask your IT department to whitelist @laaccarservice.com as a trusted sender.
• Add info@laaccarservice.com to your personal address book / safe-senders list.

Once whitelisted, future confirmations and receipts will land in your inbox automatically.

Yes. Additional stops are allowed if they meet the following conditions:

• The stop must be along the route.
• The stop must be within 2 miles of the direct route.
• The stop must be 10 minutes or less.

There is a fee for additional stops. See the Extra stop fee FAQ.

What if the stop is longer or out of the way?

Any stop that is more than 2 miles off the route or longer than 10 minutes must be booked as a 2‑hour charter, based on the vehicle's hourly rate.

When booking, please provide the names, phone numbers, and flight details for all passengers. You can add the second passenger's information in the notes section.

We will schedule the pickup based on the flight that lands latest. If one passenger arrives earlier, they may wait until the later flight lands.

The same courtesy waiting time applies:

• 30 minutes from gate time for domestic arrivals
• 60 minutes from gate time for international arrivals

If the later flight is delayed, waiting time will be billed according to our waiting time policy.

If the delay is significant, you may request a second pickup for the earlier passenger, subject to availability that day.

You book a flat-rate pickup online or through Customer Care, enter your flight details, and LAAC tracks your arrival. Your chauffeur is staged at the agreed meet point — curbside or inside baggage claim — with complimentary wait time (30 minutes domestic, 60 minutes international). Once you're ready, the chauffeur escorts you to the vehicle and drives you to your destination on the pre-quoted fare.

For standard Atlanta airport transfers, book 18–72 hours ahead or book it weeks or months out. During Masters week, College Football Playoff, SEC Championship, Music Midtown, Dragon Con, and major conventions, reserve as early as possible because vehicle inventory sells out. Same-day pickups , please call for availability.

Atlanta airport car service is quoted as a flat point-to-point rate based on vehicle class, pickup location, and distance. A typical sedan transfer from Buckhead, Midtown, or Downtown to Hartsfield-Jackson (ATL) is locked in at booking — no surge, no meter, no surprise fees. SUVs, Sprinters, and coaches are quoted the same way with class-appropriate minimums.

Yes. A transfer is any flat-rate ride between two addresses — airport, hotel, home, office, restaurant. Same chauffeur standard, same flat fare, same dispatch tracking your arrival when an airport or flight is involved.

Yes. Penn Station, Union Station, the Port of Miami, Brooklyn Cruise Terminal — same flat-rate transfer, same dispatch tracking your arrival.

When you book a Delta flight, the plane you board might be operated by Air France, KLM, or another partner. Same standards, same service, one ticket. The chauffeur industry works the same way. No company owns vehicles in every city. The entire global market runs on trusted local operators behind a single brand.

The Five Star Alliance is our version of that. It is a vetted worldwide network of partner chauffeur companies we have built over 20 years. Every partner is held to the same LAAC Car Service standards for vehicles, chauffeur vetting, and dispatch oversight. When you book with LAAC Car Service, whether the ride is handled by our in-house fleet in our home market or a Five Star partner in one of 600 cities across six continents, the experience is identical.

One company. One standard. One bill. Delivered globally. No guessing. No vetting. No hoping the reviews are real. We have already done the work for over a decade.

Yes. Additional stops are allowed if they meet the following conditions:

• The stop must be along the route.
• The stop must be within 2 miles of the direct route.
• The stop must be 10 minutes or less.

There is a fee for additional stops. See the Extra stop fee FAQ.

What if the stop is longer or out of the way?

Any stop that is more than 2 miles off the route or longer than 10 minutes must be booked as a 2‑hour charter, based on the vehicle's hourly rate.

SEDANS AND SUVs 3 hours minimum for sedans and SUVs.

SPRINTERS, COACHES AND ALL NON SEDAN & SUVs 4 hour minimum during weekdays. 6 hours minimum for weekend and event days.

Yes — that's the benefit of an hourly booking. Your chauffeur and vehicle are on standby for the full duration. Meetings, meals, errands, last-minute reroutes — all included.

Yes. We run multi-day, multi-city roadshows across in any of the 600 + cities we service, under a single point of contact and a single locked-in price. One dispatcher, one invoice, one rider experience.

When the route changes mid-ride — extra unplanned stops, the chauffeur continues past the original drop, or pickup falls during a major event with regional minimums. We'll flag it at booking, never at the curb.

Anytime the day has more than one stop, an open-ended schedule, or a chauffeur on standby between meetings. Roadshows, client tours, wine tours, shopping days, evenings out, and full-day site visits all run as hourly — same vehicle, same driver, start to finish.

Hourly and as‑directed services are billed at an hourly rate using a garage‑to‑garage calculation.

This means time is added to cover the vehicle's travel from its garage to the pickup location, and back to its point of origin.

"Garage" locations are fixed points within each service area.are consistently applied throughout our as-directed billing process.

Same service, two names. The industry calls it "as-directed" — a chauffeur and vehicle assigned to you for a block of time, going wherever you direct. Most riders just call it "hourly." Both mean the same thing on your invoice.

All reservations include a 15-minute grace period. After the grace period, wait time is billed in 15-minute increments at the prevailing hourly rate. This applies to all vehicle types, including Sedans, SUVs, Sprinters, Vans, Mini Coaches, Mid-Coaches, Motor Coaches, and all specialty vehicles across all markets.

International flights include 60 minutes complimentary wait time.

Domestic flights include 30 minutes complimentary wait time.

Wait time always starts at your actual gate arrival time when you book using Scheduled Flight Time.

Yes. Enterprise and event clients follow the cancellation and change terms in their specific SLA and contract. Always refer to your agreement for exact policies.

Free cancellation up to 24 hours before pickup. Cancellations inside 24 hours are fully chargeable.

Free cancellation up to 48 hours before pickup. Cancellations inside 48 hours are fully chargeable.

Free cancellation up to 7 days before pickup. Cancellations inside 7 days are fully chargeable.

Yes. Changes follow the same rules as cancellations. A change inside the cancellation window cannot be used to avoid cancellation fees.

Yes. If we can make the change without affecting the reservation, we will adjust your booking at no cost. Examples include moving a pickup earlier or later when the schedule allows, or adjusting an hourly start time when possible. If we cannot accommodate the change, the original booking remains fully chargeable under the cancellation policy.

All cancellations and changes must be made by email only. We do not accept cancellations or changes by phone, SMS, chat, chauffeur communication, or third-party messaging.

No. All cancellations inside the cancellation window are fully chargeable. If a cancellation qualifies for a credit, it is issued as account credit only, not a refund.

All trip prices are estimates only. Actual charges may vary based on real-time conditions during your service. Because we cannot predict wait time, overtime, tolls, parking, extra stops, or itinerary changes in advance, these items are billed after the trip and will appear on your final receipt.

Additional charges such as wait time, overtime, tolls, parking, extra stops, or changes to the itinerary are billed after the trip. These adjustments are added to your final receipt once the service is completed.

Yes — emailed automatically after every ride and downloadable as PDF or CSV from your account.

If the automatic email didn't arrive, log into your dashboard and download the PDF directly. Step-by-step instructions and email whitelisting tips are in My Account & Dashboard.

On select accounts we can offer monthly consolidated invoicing, net-30 terms, cost-center splits, project codes, and multi-traveler billing under one administrator.

Because the actual arrival time is unknowable until the aircraft is on the ramp and sometimes blind tail numbers. ATC delays, customs, and repositioning can move block-in by minutes or hours. The 2-hour hourly minimum is the industry standard for private aviation arrivals — the chauffeur is on station and holds for actual arrival, billed for time on duty, with no surprise recalc at the curb.

Wheels-up is a fixed time you control. The ride from door to FBO is a known route on a known clock — so it prices like any other transfer: flat fare, quoted at booking, no surge.

Yes. Our aviation desk tracks the aircraft in flight — actual position, ATC reroutes, ground delays — and adjusts the pickup before the principal's office has to ask. Scheduled times alone don't work for private aviation; we don't use them as the trigger.

All three. Planeside where the FBO permits non-tenant ramp access or where we hold a tenant badge. Inside the FBO lobby with a name card and luggage assist as the default at most fields. Curbside on request. We confirm the meet protocol per FBO at booking — no improvising at the ramp.

Yes. ATL ↔ PDK, TEB ↔ HPN ↔ JFK, VNY ↔ BUR ↔ LAX — same dispatcher, same chauffeur where practical, billed continuously. Tell us at booking if the tail may divert and we'll pre-stage the protocol.

Yes. One specialist owns the program across legs and cities — same protocol, one invoice, every FBO. Customer Care teams, flight departments, and Part 91/135 managers run recurring travel with us the same way.

Most bookings are confirmed within 15 minutes by our customer support team during active support hours. Chat support is available 24/7. Same-day and last-minute pickups are accepted whenever a vehicle is available in your city.

All major credit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and corporate ACH for Enterprise accounts. Corporate cards on file are supported with department-level routing.

Complimentary wait time — 60 minutes on international arrivals, 30 minutes on domestic, 15 minutes everywhere else. What you're quoted is what you pay.

Standard Accounts

Standard accounts do not include phone support. Communication is available through chat and email only.

Guests (Non-Account Holders)

Guests do not have access to phone support. All communication is handled through chat and email only.

Enterprise Accounts

Enterprise Accounts include dedicated phone support, in addition to chat and email. Your Enterprise contact information is provided during onboarding.

A stop is defined as a single, brief stop along the route, with no more than 1 mile of deviation from the direct route and a maximum duration of 10 minutes.

Anything beyond this — including longer delays, multiple stops, or route deviations greater than 1 mile — will be billed as a 2‑hour minimum booking at the vehicle's hourly rate.

Ground transportation is dynamic. Traffic, flight delays, extended service, guest-requested changes, and location-specific fees can affect the final cost. For this reason, all pricing shown at booking is an estimate, and the final amount is calculated once the trip is complete.

No. Chauffeurs cannot quote, guarantee, or modify pricing.

All billing is handled through Reservations and your account dashboard.

Only official system-generated charges are guaranteed.

Private car service is quoted flat at booking based on vehicle class, route, and service type. Sedan and SUV transfers start at point-to-point rates; hourly service is billed in clean hourly blocks with a class minimum. Sprinters, coaches, and event programs are quoted per program. The rate you accept is locked — no surge, no meter surprises.

A chauffeur service is a pre-booked, professional ground transportation service where a vetted, uniformed driver arrives in a scheduled luxury vehicle and stays with the same passenger or group for the booked duration. The vehicle is curated, the rate is quoted flat at booking, and the service is held to a written standard.

Chauffeur service is quoted flat by the trip or by the hour. A typical sedan transfer runs less than peak-surge Uber Black in most markets; hourly service for sedans and SUVs has a 3-hour minimum, while Sprinters, coaches, and specialty vehicles have 4–6 hour minimums depending on the day. The exact fare is locked at booking.

$35 per pet if not secured in an approved pet carrier. Additional cleaning or damage fees may apply.

$35 per stop.

$35 per inside pickup for airport meet-and-greet service.

$35 per seat. Booster seats are the only child restraint we provide. We do not supply infant or child car seats — parents must bring and install their own.

You will receive your chauffeur's details 2-24 hours before pickup. This information is sent via email and/or text message, depending on your notification settings.

We reserve the right to update or change the assigned chauffeur at any time. Changes may occur due to operational needs such as flight delays, extended hourly bookings, or unexpected guest situations. If a change occurs, you will be notified as soon as updated chauffeur information is available.

Yes. You may request a specific chauffeur by adding the request in your booking notes.

Please keep in mind that many chauffeurs receive multiple requests, so assignments are handled on a first-come, first-served basis and depend on the chauffeur's schedule, availability, and whether they are working that day. Chauffeurs may also fulfill requests in any city they travel to.

This option is available for both Standard Accounts and Enterprise Accounts, with Enterprise Accounts receiving priority for chauffeur requests.

You may contact your chauffeur no earlier than 2 hours before your scheduled pickup time. Chauffeurs operate on fixed schedules and may be driving another trip, resting between shifts, or asleep if assigned to overnight work. Contacting them too early may interrupt an active service or required rest period.

Any changes to your booking — including pickup time, location, stops, vehicle type, or service adjustments — must be submitted through Reservations.

Communication with the chauffeur (calls, texts, or messages) cannot be guaranteed, and chauffeurs may forget, misinterpret, or be unable to process changes while driving or resting.

Only changes submitted through Reservations are official, logged, and guaranteed.

Booking directly with a chauffeur, attempting to bypass Reservations, or arranging off-platform services is strictly prohibited and violates our Terms of Service.

This will result in immediate suspension of your account.

Once your trip is completed, please email us with your reservation number and details of the issue.

We will review and address it promptly.

You may also request that a chauffeur be placed on your "No Drive List" to ensure they are not assigned to your future reservations.

Contact our customer support desk or request access from your account page. Setup takes 24 hours and includes administrator onboarding, traveler profiles, cost-center routing, and dedicated account management.

Yes — Enterprise admins can pre-configure cost centers, project codes, and approval workflows. Travelers select at booking; invoicing splits automatically by code.

Net-15 or net-30 with consolidated monthly statements. ACH, wire, or corporate card on file. Custom billing cadence available for high-volume accounts.

Administrators manage profiles centrally — preferred chauffeurs, booster seat needs, quiet ride preference, and frequent destinations. Travelers book in one tap from a saved profile.

Phone support is included for Enterprise Accounts as outlined in your SLP. Your dedicated support number is provided in your onboarding email. If you don't have access to that email, please check with your account admin.

Secure Transportation is a premium service that combines luxury ground travel with personal protection. It is designed for executives, VIPs, and high-profile travelers who require both comfort and security.

Yes, we offer Secure Transportation in select cities, including:

• New York City
• Los Angeles
• Rio de Janeiro
• Atlanta
• London

For a full list of available locations, please contact us directly.

Log into your account at https://laaccarservice.com/book with the email and password you used at booking.

Don't have an account? Create one in seconds. If you've booked with us before as a guest, email info@laaccarservice.com after you sign up and we'll link your prior rides to your new account.

Confirmations and receipts live inside your account — you'll need to be logged in to download them.

Most of the time it's the date filter. The dashboard defaults to a short window.

How to fix it:

• Open All Rides
• Change the date range to Next 30 Days, Last 30 Days, or a custom range that covers your booking date
• Click Apply

If you booked as a guest without logging in, those rides won't automatically appear — email info@laaccarservice.com and we'll attach them to your account.

1. Log into your dashboard.

2. Select your ride from the list (use the date filter if you don't see it).

3. Click PDF Version next to your Confirmation # to download.

Step-by-step visual below.

Same path as your confirmation — log in, select your completed ride, and click PDF Version. Look for the PAID badge next to the Confirmation # to confirm the ride has been billed.

See the visual guide above.

Create an account using the same email address you used at booking, then email info@laaccarservice.com. We'll attach your prior guest rides to your new account so all confirmations and receipts are available for download.

The most common cause is your company or personal spam filter blocking us. Try these in order:

• Check your spam/junk folder for messages from @laaccarservice.com
• Log into your dashboard and download the PDF directly — this is the fastest fix
• Ask your IT department to whitelist @laaccarservice.com as a trusted sender
• Add info@laaccarservice.com to your personal address book / safe-senders list
• If you booked as a guest, email info@laaccarservice.com and we'll resend and, if you'd like, create or link an account

Once whitelisted, future confirmations and receipts will land in your inbox automatically.

Yes. Confirmations and receipts live inside your account. If you booked as a guest, email info@laaccarservice.com and we'll create an account for you (or link your rides to an existing one) so you can download everything on demand.

Step 1 — Request a password.

On the login screen, click Forgot password? Enter your email and click Reset Password. The system will email you a new password.

Step 2 — Didn't get the email?

Check your spam folder first. If it's still not there, your company or personal spam filter is likely blocking us. Email us at info@laaccarservice.com and we'll send a temporary password so you can sign in and change it.

See the visual guide below.

Our rates are all‑inclusive flat rates, so customers never have to calculate anything or add a tip at the end of the ride. Everything is already built into the price for convenience and transparency.

If a customer feels their chauffeur went above and beyond, they are always welcome to offer a gratuity directly or contact Customer Care to have a tip added to the final receipt. For corporate clients, gratuity can also be itemized separately on invoices when requested.

It's the standard that ensures your chauffeur is vetted, insured, trained, and accountable — not a gig driver from a marketplace.

It protects travelers from safety risks, inconsistent vetting, and unmonitored drivers. It's essential for executives, women travelers, and families.

Gig drivers aren't professionally screened, monitored, or trained. Duty‑of‑care chauffeurs are verified, insured, and managed by a real operations team.

Yes — because vetted chauffeurs are identity‑verified and monitored. Marketplace drivers do not meet this standard.

Yes. Marketplace platforms do not. Compliance requires vetted professionals, insured vehicles, and accountable operations.

Yes. You can save preferred chauffeurs and request women chauffeurs when needed.

Yes — vehicles are insured, maintained, and inspected. Marketplace vehicles vary widely.

Absolutely. Sprinters and coaches must meet the same safety and vetting standards as individual trips.