Question 1

LAAC Car Service and SoHo management, best of two worlds. A Win Win for everyone.

Accepted Answer

The chauffeurs ARE LAAC Car Service.

They built the 4.9-star reputation over a decade, one ride at a time. SoHo Management stepped in for two reasons — to support the chauffeurs so they could keep doing what they do best, and to ensure existing clients who still needed service were never left without.

Same chauffeurs. New leadership. Southern hospitality.

Question 2

Who will the chauffeurs be?

Accepted Answer

The same LAAC chauffeurs you have been using for a decade, plus SoHo's 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.

Question 3

What will my billing statements say? Who will be billing me?

Accepted Answer

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

Question 4

How early does my chauffeur arrive for airport pickups?

Accepted Answer

Fifteen minutes before pickup time for departures. For arrivals, we track your flight in real time and your chauffeur is curbside before wheels-down — with 60 minutes complimentary wait on international and 30 minutes on domestic. Clock starts at gate time.

Question 5

Do you track my flight? What if I'm delayed or early?

Accepted Answer

Yes — every arrival is monitored against live FAA and global airline data. Pickup time auto-adjusts to your actual landing. No rebook, no phone calls, no charge for delays.

Question 6

What if I can't find my chauffeur or his information?

Accepted Answer

Contact your chauffeur via text message first. If there is no answer, call him. If there is still no answer, contact Reservations via chat, email, or phone.

Question 7

Are child seats and boosters available?

Accepted Answer

Only booster seats are available by request 24 hours in advance. Add it in the notes section when you book or email us. Reservations will confirm availability.

Question 8

What if my flight diverts or cancels at the last minute?

Accepted Answer

All cancellations and diversions are handled under our cancellation policy.

Cancel outside the cutoff window → no charge.

Cancel inside the cutoff window → billed in full at the transfer or hourly minimum rate.

Missed or cancelled connecting flights → treated as a no-show and fully chargeable.

Question 9

What happens if my luggage is delayed or lost at the airport?

Accepted Answer

If your luggage is delayed or lost, your chauffeur can wait for you. After your standard wait time has expired, billing time begins, and you will be charged according to standard wait-time billing.

In many cases, if the delay is caused by the airline, they may deliver your bags to your hotel as a courtesy. You have the option to wait for your luggage or allow the airline to deliver it later.

Question 10

Is a point-to-point the same as a transfer?

Accepted Answer

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.

Question 11

Do you handle train stations and cruise ports?

Accepted Answer

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

Question 12

What is the Five Star Alliance?

Accepted Answer

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.

Question 13

What's the minimum booking for hourly?

Accepted Answer

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.

Question 14

Will my chauffeur wait between stops?

Accepted Answer

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.

Question 15

Can you handle multi-city or out-of-state roadshows?

Accepted Answer

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.

Question 16

When does a transfer become an hourly trip?

Accepted Answer

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.

Question 17

When should I book hourly instead of a transfer?

Accepted Answer

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.

Question 18

How is hourly service billed?

Accepted Answer

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.

Question 19

Is hourly the same as "as-directed" service?

Accepted Answer

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.

Question 20

Why is there a 2-hour minimum on arrivals?

Accepted Answer

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.

Question 21

Why are departures flat-rate instead of hourly?

Accepted Answer

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.

Question 22

Do you track tail numbers, not just scheduled times?

Accepted Answer

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.

Question 23

Planeside, inside the FBO, or curbside — which do you do?

Accepted Answer

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.

Question 24

Can you reposition between FBOs in the same metro?

Accepted Answer

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.

Question 25

Can you run multi-leg private aviation trips on one program?

Accepted Answer

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

Question 26

How quickly is a booking confirmed?

Accepted Answer

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.

Question 27

What payment methods do you accept?

Accepted Answer

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.

Question 28

Do you offer corporate invoicing and net-30 terms?

Accepted Answer

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

Question 29

Can I get a receipt or itemized statement for expenses?

Accepted Answer

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

Question 30

What's included in the flat rate?

Accepted Answer

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

Question 31

Are your rates all-inclusive?

Accepted Answer

Yes. Our rates are all-inclusive and include all standard service charges. You are not required to pay anything additional at the end of your ride. Tolls, wait time, and parking are added after trip completion if applicable.

If you feel that your chauffeur went above and beyond, you may tip them directly or contact Reservations, and we can add the tip to your final receipt on your behalf.

Question 32

How can I call someone on the phone?

Accepted Answer

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.

Question 33

Are trip prices final or estimates?

Accepted Answer

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.

Question 34

How are additional charges billed?

Accepted Answer

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.

Question 35

How is a stop defined and billed?

Accepted Answer

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.

Question 36

Why are prices only estimates?

Accepted Answer

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.

Question 37

Can chauffeurs quote or guarantee pricing?

Accepted Answer

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.

Question 38

Pet fee

Accepted Answer

$50 per pet if not secured in an approved pet carrier. Additional cleaning or damage fees may apply.

Question 39

Extra stop fee

Accepted Answer

$50 per stop.

Question 40

Airport meet-and-greet (inside pickup)

Accepted Answer

$50 per inside pickup for airport meet-and-greet service.

Question 41

Booster seat

Accepted Answer

$25 per seat.

Question 42

Phone and chat bookings

Accepted Answer

Bookings made by phone or chat carry a $25 non-refundable customer service fee, charged per traveler.

Booking online is always free.

Enterprise accounts: please check your onboarding email for your dedicated phone support number.

Question 43

When do I receive my chauffeur's information?

Accepted Answer

You will receive your chauffeur's details 12–24 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.

Question 44

Can I request a specific chauffeur?

Accepted Answer

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.

Question 45

When can I contact my chauffeur?

Accepted Answer

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.

Question 46

All changes must be made through Reservations

Accepted Answer

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.

Question 47

Prohibited: Booking directly with a chauffeur

Accepted Answer

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.

Question 48

How do I notify you of a service issue?

Accepted Answer

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.

Question 49

How do I set up an Enterprise account?

Accepted Answer

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.

Question 50

Can I route bookings to specific cost centers or projects?

Accepted Answer

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

Question 51

What billing cycle options exist for corporate accounts?

Accepted Answer

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

Question 52

How are traveler profiles managed?

Accepted Answer

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

Question 53

Do I get phone support?

Accepted Answer

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.

Question 54

Wait Time Policy (All Vehicle Types)

Accepted Answer

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.

Question 55

Refund & Cancellation Policy (All Bookings)

Accepted Answer

All cancellations inside the applicable cancellation window are non-refundable. Only service credits may be issued. Credits have no cash value and cannot be refunded. This applies to all vehicle types and all booking categories.

Question 56

Vehicle Allocation Policy

Accepted Answer

Once a reservation enters the applicable cancellation window, the assigned vehicle and chauffeur are fully allocated to your booking. Because that vehicle is removed from inventory and cannot be booked by other clients, all payments become non-refundable, and only service credits may be issued.

Question 57

Standard Sedans / Standard SUVs (Transfers Only)

Accepted Answer

This category applies only to standard Sedans and SUVs booked as point-to-point or airport transfers. Premium Sedans booked hourly do not fall under this category.

Cancel 24+ hours before pickup: standard policy applies.
Inside 24 hours: non-refundable, credit only.

Question 58

All Other Vehicles — 7-Day Cancellation Rule

Accepted Answer

All vehicles that are not standard Sedans or standard SUVs booked as transfers follow a 7-day cancellation policy. This includes Premium Sedans (hourly), Sprinters, Vans, Stretched Vehicles, Mini Coaches, Mid-Coaches, Motor Coaches, Executive Coaches, Shuttle Vehicles, and all specialty vehicles.

Cancel 7+ days before pickup: standard policy applies.
Inside 7 days: non-refundable, credit only.

Question 59

Hourly Charters (All Vehicle Types)

Accepted Answer

This applies to all hourly bookings, including Premium Sedans.

Cancel 48+ hours before pickup: standard policy applies.
Inside 48 hours: full hourly minimum, non-refundable, credit only.

Question 60

Enterprise Accounts

Accepted Answer

Clients with an active Enterprise Account may receive customized wait-time, overtime, cancellation windows, credit terms, and service conditions as outlined in their contract. Standard policies apply unless otherwise stated in your agreement.

Frequently asked questions.

LAAC Car Service transition.

Airport, point-to-point, and flight tracking.

By-the-hour and as-directed bookings.

Tail-tracked arrivals, flat-rate departures.

Reservations, payments, and quotes.

Optional and service fees.

Chauffeur information, contact, and booking protocols.

Enterprise account setup and billing.

Wait time, overtime, and cancellation policies.