Question 1

How many guests can you transport?

Accepted Answer

The maximum number of passengers that can transfer in any vehicle service is listed during the booking process. First class, Business class, and electric class can accommodate 3 people and 2 carry-on bags. Mini bus class and bus class can accommodate 19 to 46 people and 15 to 46 bags.

Question 2

What if I had an extra traveling partner with me?

Accepted Answer

There is no need to add an additional person to the booking as long as the listed person is within the capacity range of the vehicle.

Question 3

What if the number of people crosses the listed capacity of the vehicle?

Accepted Answer

You need to modify the booking of vehicle class according to your requirements by visiting our app or website.

Question 4

How does Greystar accommodate people who need special assistance?

Accepted Answer

While booking you need to add your requirements under the extra notes for drivers. Anything mentioned we will do our best to meet your requirements. You can also contact our 24/7 customer support team to let us know any special thing you need.

Question 5

Can I book a chauffeur just to transfer my luggage?

Accepted Answer

While our chauffeurs are happy to help with loading and unloading your luggage, please note that they are unable to transport unaccompanied bags or items. If you have extra luggage requiring additional transport, we kindly request that one of the passengers accompany it in a separate vehicle with the chauffeur.

Question 6

What changes can be made before the pickup?

Accepted Answer

All information can be updated up to two hours from pickup time i.e. flight number, pickup, drop off location, and notes for chauffeur. But we advise you to let us know your desired changes a little earlier than that.

Question 7

What is the maximum number of hours I can book a Chauffeur for?

Accepted Answer

Greystar typically offers flexible booking options, ranging from hourly to full-day services. For extended requirements, it is possible to arrange multi-day bookings as well.

Question 8

What happens if my luggage gets lost by Greystar?

Accepted Answer

At Greystar, if your luggage gets lost, we will immediately investigate and assist in locating it. If the luggage cannot be found, we will compensate you according to our policies. Our customer service team will provide support and updates throughout the process.

Question 9

What if I want to cancel some hours from my hourly chauffeur service?

Accepted Answer

If you need to cancel some hours from your hourly chauffeur service with Greystar, please contact our customer service team as soon as possible.

Question 10

What is the travel limit for the hourly chauffeur service?

Accepted Answer

Typically, the service includes a set mileage allowance (20 km) per hour. For any additional distance beyond this allowance, extra charges may apply.

Question 11

How can I add extra hours to my hourly chauffeur service?

Accepted Answer

To add extra hours to your hourly chauffeur service, just contact our customer service team. They will help extend your booking and let you know about any extra charges.

Question 12

Why should I pre-book a sedan?

Accepted Answer

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

Question 13

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

Accepted Answer

You can change or cancel your booking on your personal Greystar account. 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.

Question 14

When is my booking confirmed?

Accepted Answer

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

Question 15

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

Accepted Answer

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.

Question 16

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

Accepted Answer

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

Question 17

What happens if I arrive late?

Accepted Answer

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. 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 are excluded from the previous rules.

Question 18

What do I do if the driver is late?

Accepted Answer

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.

Question 19

What happens if a flight or plane is delayed?

Accepted Answer

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

Question 20

What happens if my flight is cancelled?

Accepted Answer

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 Greystar client account.

Question 21

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

Accepted Answer

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.

Question 22

What happens if my destination has changed on short notice?

Accepted Answer

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

Question 23

What does the price of the sedan include?

Accepted Answer

Business class: Driver with Greystar quality seal, business class sedan (e.g., E-Class, 5 Series), 10-minute waiting time included (airport 60 minutes). First class: First class sedan (e.g., S Class, 7 Series), 30-minute waiting time included (airport 60 minutes). Minibus: Minibus (e.g., MB VIP Sprinter 519, Hyundai H 350), 30-minute waiting time included (airport 60 minutes).

Question 24

Can the price change?

Accepted Answer

With sedans, Greystar always offers fixed prices including all taxes, fees and gratuities. The fixed price can change due to customer delays, route changes, or a change of booking.

Question 25

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

Accepted Answer

The four-digit PIN is your electronic signature with which you authorise the payment in the sedan. The PIN is sent to you via text message before each trip.

Question 26

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

Accepted Answer

Greystar's goal is to make sedan driving as easy and convenient as possible, including electronic payment. At the moment, Greystar only accepts credit card payments. You only need to provide your credit card information for your very first booking.

Question 27

Is my credit card information safe at Greystar?

Accepted Answer

Your credit card information is handled with the utmost security. Greystar works with a renowned payment provider which is PCI-DSS certified and meets the strictest security standards.

Question 28

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

Accepted Answer

At the end of each trip, the feedback function for the respective trip will be activated in your account. Here you can rate the vehicle and driver and comment on Greystar's service and fleet.

Question 29

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

Accepted Answer

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

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