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Frequents Ask Questions

Q1: How do I book a private car from JB?

A1: Booking is simple! WhatsApp us at [number] with your travel details: pickup location in JB, your destination (Singapore, KL, Malacca, Desaru, etc.), date, time, and number of passengers. We’ll send you an instant quote in SGD within minutes. Once confirmed, we’ll send booking confirmation via WhatsApp with your driver’s details and trip information.

A2: We offer flexible payment options:

  • Book Now, Pay Later: Reserve your ride without upfront payment. Pay the driver directly in cash (SGD or MYR), PAYNOW, or bank transfer when you reach your destination.
  • Pay in Advance: Book and pay online by credit card during booking for added convenience.

No upfront payment is required unless you prefer to pay in advance!

A3: We accept multiple payment methods:

  • Cash in Singapore Dollars (SGD) or Ringgit Malaysia (MYR)
  • PAYNOW
  • Bank Transfer
  • Credit card (for online advance payment only)

Payment is made directly to your driver upon arrival at your destination, or online during booking if you choose to pay in advance.

A4: No hidden fees! Our quoted price is transparent and includes:

  • Driver service
  • Vehicle rental
  • Fuel costs
  • All tolls and highway charges
  • Parking fees
  • Road charges (RC)
  • Vehicle Entry Permits (VEP) for cross-border travel
  • Electronic Road Pricing (ERP)

 

Additional charges only apply for:

  • Extra stops: S$10 per additional pickup/drop-off location
  • Airport overtime waiting: S$20 per hour after complimentary waiting time (1-2 hours depending on airport)
  • Regular pickup overtime: After 30-minute complimentary waiting time

 

All additional charges are paid directly to the driver.

A5: Yes! Official receipts are available for all bookings. Just inform us when booking that you need a receipt, and we’ll send it via WhatsApp after your trip. This is perfect for business travelers, corporate bookings, or expense reimbursements.

A6: Your booking includes everything you need for a comfortable journey:

  • Private air-conditioned MPV (Toyota Alphard, Innova, or Hyundai Starex)
  • Experienced English-speaking driver
  • Door-to-door service from JB to your destination
  • Fuel costs
  • All tolls, highway charges, and parking fees
  • Road charges (RC) and Vehicle Entry Permits (VEP)
  • Electronic Road Pricing (ERP)
  • Complimentary waiting time (30 minutes for regular pickups, 2 hours for airport pickups)
  • Driver assistance with luggage
Q1: What documents do I need to travel from JB?

A1: Required documents depend on your destination:

For JB to Singapore (cross-border):

  • Passport with at least 6 months validity
  • SG Arrival Card completed within 3 days before entering Singapore at https://eservices.ica.gov.sg/sgarrivalcard/
  • Appropriate entry or transit visas (if you’re not Singaporean/Malaysian)

For JB to destinations within Malaysia (KL, Malacca, Penang, etc.):

  • Valid identification (IC for Malaysians, passport for foreigners)
  • No special forms required for domestic travel

Your driver will handle passport collection during immigration for cross-border trips.

A2: We offer flexible door-to-door pickup service from ANY location in JB:

  • Residential addresses (homes, apartments, condos)
  • Hotels and accommodations
  • Shopping malls (JB City Square, Midvalley Southkey, KSL, Komtar JBCC, Paradigm Mall, AEON Tebrau etc)
  • Senai Airport
  • JB Sentral or Larkin Bus Terminal
  • Customs/immigration checkpoints
  • Any specific address in Johor Bahru

Simply provide your exact pickup address when booking, and your driver will meet you right there!

A3: Please be ready 5 minutes before your scheduled pickup time. This ensures:

  • On-time departure
  • Smooth journey without delays
  • Better time management at immigration checkpoints (for cross-border trips)
  • Avoiding traffic congestion during peak hours

 

Your driver will WhatsApp you 15-30 minutes before arrival to confirm they’re on the way.

A4: Our MPV fleet offers flexible capacity:

Standard 7-Seater (Toyota Innova / Hyundai Starex):

  • Up to 7 passengers
  • Approximately 4-5 medium suitcases (24-28 inches)
  • Best for: Small families, small groups

 

Premium 7-Seater (Toyota Alphard):

  • Up to 7 passengers
  • Approximately 4-5 medium suitcases
  • Extra legroom and comfort for long journeys
  • Best for: Premium comfort seekers

 

Large 10-Seater MPV:

  • Up to 10 passengers
  • Approximately 6-8 medium suitcases
  • Best for: Large families, group trips

 

Important: All passengers, including infants and children, must be counted when booking. If you have oversized luggage, golf bags, or special items, please inform us during booking so we can arrange the appropriate vehicle.

A5: Yes! Child seats and baby seats are available upon request at no extra charge. When booking, please specify:

  • Number of child seats needed
  • Age/weight of children (infant seat, toddler seat, or booster seat)
  • Type of seat preferred

 

We’ll ensure the appropriate seats are installed before your driver picks you up. All passengers, including infants, must be included in your headcount.

A6: Unfortunately, we cannot accommodate pets or animals in our vehicles. This policy is in place due to:

  • Hygiene standards for all passengers
  • Potential allergies of subsequent passengers
  • Vehicle cleanliness requirements

 

For traveling with pets, we recommend specialized pet transport services.

A7: The following items cannot be accommodated:

  • Pets or animals
  • Large sports equipment (surfboards, skis, bicycles – unless foldable)
  • Hazardous or flammable materials
  • Illegal substances or contraband
  • Excessive luggage exceeding vehicle capacity
  • Items that may damage or soil the vehicle interior

 

Items that CAN be accommodated:

  • Standard luggage and suitcases
  • Foldable wheelchairs
  • Golf bags (please inform during booking)
  • Baby strollers/prams
  • Shopping bags

 

If you’re unsure about specific items, contact us via WhatsApp before booking for confirmation.

A8: To ensure a smooth journey, prepare:

  • Required travel documents (passport, IC, SG Arrival Card if going to Singapore)
  • Driver’s WhatsApp contact (sent 1 day before trip)
  • Exact pickup address
  • Payment ready (if choosing pay-on-arrival option)
  • Luggage packed and ready 5 minutes before pickup
  • Charged phone for communication
  • Any special requests communicated in advance (child seats, extra stops, etc.)
Q1: What happens during immigration clearance for cross-border trips?

A1: For JB to Singapore trips, immigration is hassle-free:

At JB Checkpoint:

  1. Your driver collects all passengers’ passports
  2. Driver presents passports to Malaysian immigration officers through the car window
  3. Officers stamp and clear passports
  4. Driver returns passports to you
  5. You stay comfortable in your seat – no need to exit with luggage

 

At Singapore Checkpoint:

  1. Same process repeats
  2. Driver collects passports again
  3. Presents to Singapore immigration officers
  4. Passports stamped and returned
  5. You remain seated throughout

 

Note: For trips within Malaysia (JB to KL, Malacca, etc.), there’s no immigration process – just direct travel!

A2: Journey times vary by destination:

JB to Singapore:

  • Normal conditions: 45 minutes to 1 hour
  • Peak hours: 1.5 to 2 hours
  • Long weekends/holidays: Up to 2-3 hours

 

JB to Kuala Lumpur (KL):

  • Approximately 3.5 to 4 hours
  • Depends on traffic and rest stops

 

JB to Malacca:

  • Approximately 2.5 to 3 hours

 

JB to Desaru:

  • Approximately 1 to 1.5 hours

 

JB to Genting Highlands:

  • Approximately 4 to 4.5 hours

 

JB to Cameron Highlands:

  • Approximately 5 to 6 hours

 

All times are estimates and depend on:

  • Traffic conditions
  • Time of day (peak vs off-peak)
  • Day of week (weekends busier)
  • Immigration queue length (for cross-border trips)
  • Weather conditions
  • Public holidays

A3: Don’t worry! We monitor flight arrivals and provide flexible waiting:

For Airport Pickups:

  • Complimentary waiting time: 2 hours from your actual flight landing time
  • Flight delayed? Just WhatsApp us with updated arrival details – no extra charge within 2 hours
  • After 2 hours: Small waiting charge of S$20 per hour (paid directly to driver)

 

We track your flight automatically, so even if you don’t notify us, your driver will adjust pickup time based on actual arrival. Just collect your luggage and contact your driver via WhatsApp when you’re ready at the arrival hall.

A4: Yes! While our service is primarily point-to-point transfer, we can accommodate stops:

Included stops:

  • Restroom breaks (no charge for quick stops)
  • Border crossing immigration

 

Additional stops (S$10 each, paid to driver):

  • Extra pickup points (picking up additional passengers)
  • Extra drop-off points (dropping off passengers at multiple locations)
  • Shopping stops (quick purchases)
  • Food/meal stops
  • Sightseeing photo stops

 

For longer stops or multiple stops, please inform us during booking so we can adjust timing and pricing accordingly. Payment for additional stops is made directly to your driver.

A5: Communication is easy and convenient:

Before Your Trip:

  • Receive driver’s WhatsApp contact 1 day before your scheduled trip
  • Driver details include: name, phone number, vehicle plate number

 

On Travel Day:

  • Driver will WhatsApp you 15-30 minutes before pickup to confirm arrival
  • You can call or WhatsApp driver directly anytime
  • Driver speaks English and can communicate clearly

 

Need Help?

  • Our 24/7 customer support is always available
  • WhatsApp or call our support line for any assistance
  • Immediate response during business hours, quick response 24/7

A6: Act quickly for best results:

  1. Contact us immediately via WhatsApp or call our 24/7 hotline
  2. Provide booking details and description of lost item
  3. We’ll contact your driver immediately to check the vehicle
  4. If found, we’ll arrange:
    • Return on driver’s next trip to your area (free)
    • Meetup at convenient location
    • Shipping/delivery (cost depends on location)

 

Important: Contact us as soon as possible – the sooner you report, the higher chance of recovery before the vehicle is used for another trip.

A7: Our standard MPVs are not designed for wheelchair access. However:

We CAN accommodate:

  • Foldable wheelchairs – can be stored in vehicle boot with luggage
  • Passengers who can transfer from wheelchair to car seat with assistance
  • Mobility aids like walking sticks, crutches

 

We CANNOT accommodate:

  • Non-foldable wheelchairs
  • Electric wheelchairs (too heavy/bulky)
  • Passengers who cannot transfer to regular car seats

 

If you have mobility requirements, please inform us during booking so we can:

  • Arrange appropriate vehicle if available
  • Ensure driver is prepared to assist
  • Provide guidance on accessibility

A8: Traffic delays are sometimes unavoidable, especially during:

  • Peak hours (7-10am, 5-8pm)
  • Long weekends and public holidays
  • School holidays
  • Major events
  • Accidents or road works

 

How we handle delays:

  • Experienced drivers know alternative routes
  • Real-time traffic monitoring and navigation
  • Driver will communicate estimated delays
  • For time-sensitive appointments (flights, meetings), we recommend booking with buffer time

 

Your responsibility:

  • Book with adequate time buffer for important appointments
  • Plan for potential delays during peak periods
  • Communicate any time-sensitive requirements during booking

 

We cannot guarantee exact arrival times due to factors beyond our control (traffic, immigration queues), but our drivers do their best to optimize routes.

Q1: What is your cancellation policy?

A1: We have a flexible, customer-friendly cancellation policy:

No Cancellation Fee!

  • We don’t charge any cancellation fees
  • Simply notify us to cancel your booking

 

Advance Notice Appreciated:

  • Please provide 1-2 days advance notice before your scheduled travel date
  • This allows us to adjust driver schedules and help other customers

 

How to Cancel:

  1. WhatsApp or call us with your booking reference
  2. Confirm cancellation details
  3. Receive cancellation confirmation

 

Refund Policy:

  • Book Now, Pay Later: No payment made, so nothing to refund – simply cancel
  • Paid in Advance: Full refund if cancelled at least 1-2 days before travel date
  • Same-Day Cancellation: Reviewed case-by-case, but we’re flexible for genuine emergencies

A2: Yes, absolutely! Date and time changes are free and easy:

Change Requirements:

  • Notify us at least 1-2 days before your original booking date
  • Subject to driver and vehicle availability

 

How to Make Changes:

  1. WhatsApp or call us with:
    • Your booking reference
    • New preferred date and time
    • Any other changes needed
  2. We’ll check availability
  3. Confirm new booking details immediately

 

Flexible Changes Include:

  • Travel date
  • Pickup time
  • Number of passengers (if vehicle can accommodate)
  • Pickup/drop-off locations

 

Same-Day Changes:

  • Contact us immediately – we’ll try our best to accommodate
  • May not always be possible due to driver schedules

A3: Yes, location changes are possible:

Change Requirements:

  • Notify us at least 24 hours before your trip
  • New location must be within serviceable area

 

Pricing Adjustment:

  • Similar distance: No price change
  • Significantly different route: Price may be adjusted (higher or lower)
  • We’ll provide updated quote before confirming change

 

How to Change Location:

  1. WhatsApp us with booking reference
  2. Provide new pickup/drop-off address
  3. Receive updated price (if applicable)
  4. Confirm changes

 

Same-Day Location Changes:

  • Contact driver directly via WhatsApp
  • Small adjustments usually okay (same building, nearby area)
  • Major location changes may not be possible

A4: We understand emergencies happen:

Same-Day Cancellation:

  • Contact us immediately via WhatsApp or 24/7 hotline
  • Explain your situation
  • We’ll process cancellation without penalty

 

No Cancellation Fee:

  • We don’t charge fees even for last-minute cancellations
  • However, please be considerate – drivers are already assigned and may be en route

 

Emergencies We Understand:

  • Medical emergencies
  • Family emergencies
  • Sudden work conflicts
  • Flight cancellations
  • Severe weather conditions

 

Refund for Same-Day Cancellation:

  • Not yet paid: Simply cancel, no obligation
  • Already paid: We review case-by-case based on circumstances
  • Genuine emergencies typically receive full refund

A5: Yes, passenger count can be adjusted:

Reducing Passengers:

  • No problem! Just inform us
  • Price may be adjusted lower if significant reduction
  • No deadline – inform anytime before trip

 

Adding Passengers:

  • Must check vehicle capacity first
  • Contact us at least 24 hours before trip
  • We’ll confirm if current vehicle can accommodate
  • If not, we may need to upgrade to larger vehicle
  • Price may be adjusted accordingly

 

Important Reminders:

  • All passengers, including infants and children, must be counted
  • Vehicle capacity limits: 7 or 10 passengers depending on MPV type
  • Exceeding capacity is unsafe and not permitted

 

How to Change Passenger Count:

  1. WhatsApp us with booking reference
  2. Specify new passenger count
  3. We confirm vehicle capacity and any price adjustment
  4. Update booking details

A6: This is extremely rare, but if it happens:

Our Guarantee:

  1. Immediate notification – We’ll contact you right away if there’s any issue
  2. Replacement driver – We’ll arrange backup driver at no extra cost
  3. Full refund – If replacement isn’t possible, receive 100% refund immediately
  4. Alternative transport – If urgent, we’ll help arrange alternative options

 

Why This Rarely Happens:

  • We have backup drivers on standby
  • Professional driver network
  • Reliable scheduling system
  • 24/7 operations support

 

If Driver Is Late:

  • Driver will WhatsApp you with updated ETA
  • We monitor all trips in real-time
  • Late arrivals are communicated immediately

 

Your Protection:

  • No-show = full refund + compensation consideration
  • Your travel plans are our priority
  • 24/7 support team available to resolve issues

A7: Yes, refunds are available based on timing and circumstances:

Full Refund Situations:

  • Cancel 1-2 days or more in advance: 100% refund (if paid in advance)
  • Cancel “Book Now, Pay Later”: Nothing paid, nothing to refund
  • Driver no-show or cancellation: 100% refund immediately
  • Genuine emergency same-day cancellation: Reviewed favorably, typically approved

 

Refund Process:

  1. Confirm cancellation via WhatsApp or phone
  2. Provide booking reference and payment details
  3. Refund processed within 3-5 business days
  4. Refund to original payment method

 

No Refund Situations:

  • Very rare – we’re generally flexible
  • If you don’t show up without notifying us (no-show)
  • If you cancel after driver has already picked you up

 

Refund Timeline:

  • Credit card: 5-7 business days
  • Bank transfer: 3-5 business days
  • PAYNOW: 1-3 business days

 

Important: Always communicate with us – we’re reasonable and understand that plans change. We’d rather keep you as a happy future customer than hold onto your payment!

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