Question 1

Sprinter Concierge and SoHo management, best of two worlds. A Win Win for everyone.

Accepted Answer

The chauffeurs ARE Sprinter Concierge.

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. Will it be the same chauffeurs that I have used before?

Accepted Answer

The same Sprinter Concierge chauffeurs you have been using for a decade, plus SoHo's in-house chauffeurs and fleet.

The chauffeurs ARE Sprinter Concierge. 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

Why does my statement show SoHo / Southern Hospitality?

Accepted Answer

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

Question 5

How does airport wait time work?

Accepted Answer

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.

Question 6

What's the difference between Scheduled Flight Time and Pick Your Own Time?

Accepted Answer

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.

Question 7

How does curbside pickup work?

Accepted Answer

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.

Question 8

How does Inside Meet & Greet work?

Accepted Answer

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.

Question 9

What is VIP Meet & Assist?

Accepted Answer

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.

Question 10

I didn't get my email confirmation or receipt — where is it?

Accepted Answer

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@sprinterconcierge.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 @sprinterconcierge.com.
- Send us an email at info@sprinterconcierge.com — this can help whitelist us.
- Ask your IT department to whitelist @sprinterconcierge.com as a trusted sender.
- Add info@sprinterconcierge.com to your personal address book / safe-senders list.

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

Question 11

Can I add a stop to my airport transfer?

Accepted Answer

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](#fees-1) 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.

Question 12

What if passengers arrive on different flights but share one vehicle?

Accepted Answer

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.

Question 13

How does an airport car service work?

Accepted Answer

You book a flat-rate pickup online or through Customer Care, enter your flight details, and Sprinter Concierge 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.

Question 14

How early should I schedule airport car service?

Accepted Answer

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.

Question 15

How much is a car service to the airport?

Accepted Answer

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.

Question 16

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 17

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 18

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 Sprinter Concierge standards for vehicles, chauffeur vetting, and dispatch oversight. When you book with Sprinter Concierge, 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 19

Can I add a stop to my transfer?

Accepted Answer

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](#fees-1) 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.

Question 20

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 21

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 22

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 23

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 24

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 25

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 26

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 27

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 28

How does airport wait time work?

Accepted Answer

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.

Question 29

Do enterprise accounts and event clients have different policies?

Accepted Answer

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.

Question 30

What is the cancellation policy for airport transfers and point-to-point rides?

Accepted Answer

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

Question 31

What is the cancellation policy for hourly bookings (Business Class sedan and both SUVs)?

Accepted Answer

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

Question 32

What is the cancellation policy for Sprinters, Minibuses, Coaches, Limousines, and Premium Fleet?

Accepted Answer

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

Question 33

Do changes follow the same rules as cancellations?

Accepted Answer

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

Question 34

Will you try to accommodate changes when possible?

Accepted Answer

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.

Question 35

How do I cancel or request a change?

Accepted Answer

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.

Question 36

Do you offer refunds?

Accepted Answer

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.

Question 37

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 38

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 39

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.

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](#account-dashboard).

Question 40

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 41

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 42

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 43

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 44

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 45

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 46

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. Customer Care teams, flight departments, and Part 91/135 managers run recurring travel with us the same way.

Question 47

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 48

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 49

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 50

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 51

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 52

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 53

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 54

How much does a private car service cost?

Accepted Answer

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.

Question 55

What is a chauffeur service?

Accepted Answer

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.

Question 56

How much is chauffeur service?

Accepted Answer

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.

Question 57

Pet fee

Accepted Answer

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

Question 58

Extra stop fee

Accepted Answer

$50 per stop.

Question 59

Airport meet-and-greet (inside pickup)

Accepted Answer

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

Question 60

Booster seat

Accepted Answer

$25 per seat.

Question 61

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 62

When do I receive my chauffeur's information?

Accepted Answer

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.

Question 63

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 64

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.

Frequently asked questions.

Sprinter Concierge transition.

Airport pickups, wait time, and meet options.

Point-to-point and non-airport flat-rate rides.

By-the-hour and as-directed bookings.

Grace periods and wait-time billing.

Cancellation & Change Policy.

Statements, receipts, and how charges are billed.

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.

Secure transportation and executive protection.

Confirmations, receipts, and account access.

Flat rates, gratuity, and what's included.

Cancellation Quick Reference

Frequently asked questions.

Sprinter Concierge transition.

Sprinter Concierge and SoHo management, best of two worlds. A Win Win for everyone.

Who will the chauffeurs be. Will it be the same chauffeurs that I have used before?

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

Why does my statement show SoHo / Southern Hospitality?

Airport pickups, wait time, and meet options.

How does airport wait time work?

What's the difference between Scheduled Flight Time and Pick Your Own Time?

How does curbside pickup work?

How does Inside Meet & Greet work?

What is VIP Meet & Assist?

I didn't get my email confirmation or receipt — where is it?

Can I add a stop to my airport transfer?

What if passengers arrive on different flights but share one vehicle?

How does an airport car service work?

How early should I schedule airport car service?

How much is a car service to the airport?

Point-to-point and non-airport flat-rate rides.

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

Do you handle train stations and cruise ports?

What is the Five Star Alliance?

Can I add a stop to my transfer?

By-the-hour and as-directed bookings.

What's the minimum booking for hourly?

Will my chauffeur wait between stops?

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

When does a transfer become an hourly trip?

When should I book hourly instead of a transfer?

How is hourly service billed?

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

Grace periods and wait-time billing.

Wait Time Policy (All Vehicle Types)

How does airport wait time work?

Cancellation & Change Policy.

Do enterprise accounts and event clients have different policies?

What is the cancellation policy for airport transfers and point-to-point rides?

What is the cancellation policy for hourly bookings (Business Class sedan and both SUVs)?

What is the cancellation policy for Sprinters, Minibuses, Coaches, Limousines, and Premium Fleet?

Do changes follow the same rules as cancellations?

Will you try to accommodate changes when possible?

How do I cancel or request a change?

Do you offer refunds?

Statements, receipts, and how charges are billed.

Are trip prices final or estimates?

How are additional charges billed?

Can I get a receipt or itemized statement for expenses?

Do you offer corporate invoicing and net-30 terms?

Tail-tracked arrivals, flat-rate departures.

Why is there a 2-hour minimum on arrivals?

Why are departures flat-rate instead of hourly?

Do you track tail numbers, not just scheduled times?

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

Can you reposition between FBOs in the same metro?

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

Reservations, payments, and quotes.

How quickly is a booking confirmed?

What payment methods do you accept?

What's included in the flat rate?

How can I call someone on the phone?

How is a stop defined and billed?

Why are prices only estimates?

Can chauffeurs quote or guarantee pricing?

How much does a private car service cost?

What is a chauffeur service?

How much is chauffeur service?

Optional and service fees.

Pet fee

Extra stop fee

Airport meet-and-greet (inside pickup)

Booster seat

Phone and chat bookings

Chauffeur information, contact, and booking protocols.

When do I receive my chauffeur's information?

Can I request a specific chauffeur?

When can I contact my chauffeur?

All changes must be made through Reservations

Prohibited: Booking directly with a chauffeur

How do I notify you of a service issue?

Enterprise account setup and billing.