FAQ

Frequently Asked Questions

How many cases can you transport in your cars ?

The boot of our Luxury Sedan is designed for 2 large suitcases and several handbags. The boot of our Luxury Vans is designed for 5 large suitcases and several handbags. In case you have more luggage and/or have special luggage (snow board, ski, surf, golf bags…), please do let us know at the time of the reservation.

What sort of information do you need to proceed to my booking ?

Please let us have as many details as possible, including but not limited to :

  • Name & firstname
  • Phone number
  • Email
  • Flight details (exact flight number as stated on your ticket) or alternatively airport of departure/arrival, company and time of flight
  • Address of your hotel and/or accommodation
  • Any other detail that is important to better serve you
How long will it take before I get my confirmation ?

We answer to your query as soon as possible and within a 12 hours delay.

In case you have not received our confirmation within 12 hours, we highly recommend to:
1. check your SPAM folder
2. email us on info@mustlimousines.com with the details of your deman

What sort of car do you use ?

We use several types of vehicles:
– Executive Sedan cars: Mercedes E-Class for transportation of 1 to 3 passengers.

– Executive Vans: Mercedes Viano or Volkswagen Caravelle for transportation of 1 to 7 passengers.

– Luxury Sedan cars: Mercedes S-Class for transportation of 1 to 3 passengers.

What sort of gratuity should I give to my chauffeur ?
The chauffeurs do not earn their income with gratuity.
Giving a tip is the best way to show that you really enjoyed the service you were provided.
How can I make a reservation ?
Several options are available:

1. Go to the page rates, select your option and fill in the booking form with as many details as possible. We reply within 12 hours.

2. Go to the page contact, fill in the contact form with as many details as possible. We reply within 12 hours.

3. Email to info@mustlimousines.com. We reply within 12 hours.

How could I get the best rate ?
We only have a standard Best Rate for all our services, for you to have the most competitive and understandable rates in the market.

Last minute reservations may have an extra charge.

Do you accept Visa or Mastercard ?
Yes. For prepaid reservations, we send a link that allows you to pay by Visa or Mastercard online.

You can also let us have your credit card details (full digits, expiry date, card holder’s name) by phone/email/fax/SMS.

If you have decided to pay locally and/or have booked extra service(s) once in Paris, you can pay by Visa or Mastercard. If so, please let us in advance so that we can make sure we have a credit card machine in the car.

Do you accept American Express ?
Yes. For prepaid reservations, we send a link that allows you to pay by American Express (available in many English speaking countries such as US, UK, Australie, New Zealand…)

You can also let us have your American Express card details (full digits, expiry date, card holder’s name) by phone/email/fax/SMS.

If you have decided to pay directly the driver and/or have booked extra service(s) once in Paris, you can pay by Visa, Mastercard and American Express. If so, please inform us in advance so that we can make sure we have a credit card machine in the car.

Do you accept Paypal ?
Yes. If you already have your own PayPal© account, you can simply forward money from your account to ours. It is free for you.

We are a preferred partner of PayPal©

What if I cancel my reservation ?
Cancellation can be done FREE of charge 24 hours prior to pick-up.

Corporate accounts have specific cancellation policy. Should you be interested in getting access to corporate rates & conditions, please do contact us.

For reservations over 500 Euros and/or groups and/or long distance jobs, we may have different conditions.

Force Majeure (only applies for individual airport and/or train station transfers): in case your flight has been cancelled or delayed, due to circumstances such as strike, terrorist attack, Governmental regulation or Airline bankruptcy, we do not charge or we reimburse, assuming that we have been made aware of the situation in real time, eg we won’t reimburse if you cancel 1 day before service when the Airline company has contacted you 20 days before.

What if the the plane schedule has changed ?
We are used to changes in the planes’ itinerary. We check your flight details several times before our chauffeur goes to the airport.

In case your company has changed the flight details a few days prior to arrival, please do contact us as soon as you are informed.

What if I land earlier than scheduled ?
We check your flight details several times before our chauffeur goes to the airport. We should be aware of this.

If you can, please try to call us as soon as you get off the plane. During the time you’ll collect your luggage and clear customs, there is 99% chance that our driver is there when you get out.

What if my chauffeur is not there ?

It is probably because your exit gate has changed and that the information has not been displayed on the screens yet. It is also possible that many people were waiting there and that you could not see the sign that our chauffeur was handling.

Sometimes, the driver has to move the car. If so, it takes him 2 or 3 minutes.

Here is what to do:
1. stay in the terminal itself, close to the exit you used. Going all around the terminal or going out will not help at all.
2. look around you and try to find a gate number and/or a shop/café that would help us to locate you
3. try to contact the driver on his mobile phone, or alternatively on one of the phone numbers you have been given at the time we confirmed
4. alternatively, you can get some help from the Airport information desk. If not too busy, they will kindly contact us
5. once contact is established with one of our agents, this means that we will be providing service very soon

What if I land later than scheduled ?
We check your flight details several times before our chauffeur goes to the airport. We should be aware of this.

Don’t worry, we won’t charge you any supplement if the delay is depending on the flight itself.

In case your delay is serious and we can’t make your transfer, we will reimburse.

Do you have an emergency number ?

YES.

You will be given our 24/7 number (+33 1 47 76 49 10) after you have confirmed your reservation.

The details of your driver will be available 12 to 18 hours prior to your pick-up.

Do you work with travel Agents ?
We love working with Travel Agents since they have the knowledge of the airline industry and its consequences to the ground transportation business issues.

Please feel free to contact us for more info.

Where will I meet the driver ?
At Roissy Charles de Gaulle (CDG) Airport, you will meet your driver in the arrival area.

It means that
1. you will have collected your luggage
2. you will have cleared customs and immigration

At Orly Airport, you might meet your driver before collecting your luggage, depending on terminal.

As soon as you will have met your driver, you should not need to carry your luggage. Your driver will take care of everything. Should you need to stop at the toilets or get cash from the ATM, simply ask your driver who will be happy to assist.

How do I recognize my driver ?
Your driver will be in the arrival gate area after the custom check and will be handling a sign with the given guest name on it.

In case the airport is packed, please look very carefully at the drivers wearing jacket & tie. Your driver should be there.

Can I ask for Champagne or flowers in the car ?
YES & NO.

Please let us have your exact requirements and we’ll make everything possible to match your needs: flowers, chocolate, the famous “macarons”.

Due to French laws, we cannot organize Champagne nor any other alcoholic drink in the car.

Can we see several Paris monuments on our way to the hotel ?
YES.

Depending on the traffic, on your agenda and on your wish, your driver will include a few monuments in your itinerary.

What if I have problems of lost luggage or custom upon arrival at the airport ?
Our driver can wait an extra couple of minutes for free, as soon as he knows you are there.

In case you do have problems with lost luggage or custom check, please contact your driver on the mobile phone number you have been advised. You can also call us on our emergency number(s).

Our suggestion is that you switch on your mobile as soon as landed. When coming from abroad, activation could take up to 15/20 minutes.

If your mobile phone doesn’t work, you can ask a desk clerk of your airline company to call us and they will help you.

If you realize that your check-out took more time than estimated once in the arrival area, you may not see your driver. Here is what to do: 1. stay in the terminal itself, close to the exit you used. Going all around the terminal or going out will not help at all. 2. look around you and try to find a gate number and/or a shop/café that would help us to locate you 3. try to contact the driver on his mobile phone, or alternatively on one of the phone numbers you have been given at the time we confirmed 4. alternatively, you can get some help from the Airport information desk. If not too busy, they will kindly contact us 5. once contact is established with one of our agents, this means that we will be providing service very soon

Privacy Policy
Upon receipt of your reservation request or information request, all contact informations are stored for business use only, according to the rules and the declaration made to the CNIL. Personal data will not be sold to another company and will not be used for any other purpose than Must Limousines reservation(s).

For all transactions made over the phone, once we have collected your financial details to process the transactions, all the financial details will not be stored and will be destroyed.

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Mustlimousines is at your disposal to meet all your expectations. For the duration of your choice, we can offer you a fully customized transport service.