1. Before you ride

1.1. How do I contact the customer care team?

If you have any questions that are not answered in this Help Center or require further assistance, please contact our Customer Happiness Officer using the chat function or by email at [email protected]. We will contact you by phone should your request prove to be complicated.

1.2. In which countries and cities is BaronFleet available?
We offer our services via App & Website (www.baronfleet.com) in

You can book our service in these cities to/from Airport to anywhere in the city or intercity, for example:

1.2.1. Offline Cities

We provide booking services via email at [email protected] & live chat 24/7 for the cities which are not available online on BaronFleet App & Website to individual customers, groups, corporates and B2B clients.

1.3. Which vehicles does BaronFleet use?

BaronFleet offers its service in below vehicle classes and type or similar:

The pictures you see while booking is for illustrative purposes only as the vehicle used could be any of the above.

We cannot guarantee specific vehicle models or colours, as these properties depend on the respective availability.

1.4. What happens if I have more baggage than specified in the booking?

The baggage allowance for each booking is for your safety. We, therefore, recommend not exceeding this upper limit.

If the number of your luggage exceeds the limit of your booking, make sure that you book enough trips to transport all your luggage without exceeding the capacity of the vehicles.

Our chauffeurs reserve the right to refuse service due to too many pieces of luggage. Exceeding the upper limit for pieces of luggage can also lead to additional fees.

1.5. Can I smoke in the vehicle?

In order to guarantee cleanliness and good air quality inside the vehicle for all guests, smoking is not permitted in BaronFleet vehicles. This includes cigarettes, e-cigarettes, cigars and all other tobacco and non-tobacco products that are consumed through smoking.

Violating this rule can result in additional fees.

1.6. How many guests can one vehicle fit?

The capacity of the vehicle depends on the vehicle class. The maximum number of passengers is displayed during the booking process for the respective trip. Standard, Premium, Business and First-Class journeys have a capacity for up to 3 guests and a total of 2 pieces of luggage. Standard, Premium & Business Van / SUV trips have a capacity for up to 5 guests and a maximum of 5 pieces of luggage. These upper limits relate to the average size of baggage and are therefore not binding.

Since the safety of our guests is very important to us, chauffeurs can refuse service if the number of guests or luggage poses a security risk.

1.7. Where can I find the luggage capacity of the individual vehicle classes?

You will find the luggage capacity of the vehicle classes during the booking process next to the suitcase symbol. You can also see how many guests can fit in the respective vehicle.

1.8. Can I bring drinks and food into the vehicle?

Clean vehicles are an essential part of our service, which is why we ask you not to eat while riding. Alcoholic beverages are not allowed to consume inside the vehicle. If a guest is too intoxicated, the chauffeur can no longer guarantee the safety of the guest, interrupt the journey.

Additional charges may apply if the vehicle needs cleaning due to spilled food or drinks.

1.9. How can I book the transport of an animal?

When booking, please enter details about the animal and the number of guests in the "Special requests" field and contact our Operations Team at [email protected].

Transporting an animal without providing information can result in additional costs. Our partners reserve the right to refuse to transport an animal that has not been confirmed in advance or entered in the "Special Requests" field.

This also applies to the transport of animals that are not in an appropriate, closed transport box. The only exception is assistance animals, for which we ask you to enter information in the "Special requests" field and to have the necessary evidence for the journey ready.

1.10. Where can I find discounts or reductions?

All promotions, vouchers and discounts are communicated via email or our social media channels (Facebook, Twitter, etc.).

We are currently not giving any discounts or reductions over the phone or any channels other than the above.

1.11. How can I book, change or cancel trips?

Our website and apps are the fastest and easiest way to book, change or cancel a ride.

We automatically monitor your flight and adjust the pick-up time to your landing time so that your chauffeur awaits you when your plane lands.

Note that booking, cancellation or modification of a ride is only available through our website and apps for online cities. Refer to point 1.10 above for information on online cities.

1.12. How far in advance can I book a ride?

You can book trips months or choose a date and time that align with the minimum booking notice in advance based on the service city via BaronFleet Apps or the website. We recommend that you book as far in advance as possible.

You can cancel transfer trips and hourly trips free of charge up to24 hour before pick-up.

1.13. How can I book a ride?

There are a few ways to book a ride - so you can choose the method that suits you best. You can book for yourself or a third party in the following ways:

1.13.1. Booking in Online Cities

Our website, BaronFleet.com

The BaronFleet app for iOS or Android

1.13.2. Booking in Offline Cities

• Live Chat

Our chat support team is available 24/7 in 10 different languages of your choice. Chat in Arabic, English, Dutch, German, Spanish, French, Portuguese, Japanese, Korean and Chinese.

• Email

For the guests who are always on the move and have no time for a chat. They can contact us via email for their queries and offers or to book a chauffeur service.

Email queries & bookings to: [email protected]

1.14. When will I get my booking confirmation?

For Online Bookings: You will receive all confirmations via email immediately after completing the booking process.

For Offline Bookings: You will receive all confirmations via email once you will accept the quoted price and complete the online payment.

1.15. How long will the chauffeur wait for me?

In the case of a normal pick-up (e.g., from a hotel or your home), your chauffeur will wait for you for 15 minutes before leaving the pick-up location. The first 15 minutes are free of charge for you, while additional fees apply for the last after free 15 minutes. If you know that you will be late before the time of pick-up, we recommend that you contact us at [email protected] or via WhatsApp 24x7 at +971 50 906 8284 so that we can help you with a workaround.

Airport and train station pick-ups include a free 60-minute wait before your chauffeur leaves the pick-up location. By specifying your flight or train number, you enable your chauffeur to adjust the pick-up time to a possible delay or early arrival. If there is a critical delay and the chauffeur is unable to drive, we will contact you to provide you with an alternative.

1.16. What can I enter in the “Special wishes” / “Note to the chauffeur” field?

This field is used to provide information necessary for your journey or to request extraordinary services. Please use the English language to enter all information.

If you are travelling with small children or infants and require a child seat, please state this along with the age of the child (e.g., 1 child seat, 3 years). There are additional fees for providing child seats. You can add wheelchairs, so that we can guarantee that it can be stowed in the trunk of the vehicle while driving. You can also provide any other information about your journey; for example, "Please wait outside the house" or "Entrance to the house is found on the next street, at 3 Muster Street"

The fulfilment of your wishes depends on the given availabilities and capacities.

1.17. Can minors travel unaccompanied with BaronFleet?

No, children and minors must be accompanied by an adult while driving.

1.18. Do you offer an event or VIP service?

Yes, we can take over the entire organization and implementation of ground transport for your events or VIP services worldwide. So, you can enjoy your event while we take care of the planning, implementation and coordination on-site.

Send your queries to [email protected] to find out more or to request a quote.

1.19. How does BaronFleet support travellers with special needs?

We strive to serve all travellers to the best of our knowledge and belief. Whether you have limited mobility, hearing impairment, visual impairment, an assistance animal (e.g., guide dog), an auxiliary device or need additional support from the chauffeur, we will do everything in our power to meet your needs to make your trip as pleasant as possible shape. However, our range of services differs worldwide and is based on local regulations and the characteristics of the vehicles. Kindly email at [email protected] or WhatsApp 24x7 at +971 50 906 8284.

1.20. How should I set my pick-up time for airport pickups?

Are you travelling at home or abroad? When going through immigration and customs, waiting times may vary depending on the type of travel. For example, waiting times in the US are longer than in the UK. Whether you are travelling with hand baggage (one or more bags) or checked baggage can also affect the waiting time. For international passengers, we recommend allowing an hour between the arrival of the flight and your pick-up time.

Pick-ups from airports and train stations include a free waiting time of 60 minutes. By specifying your flight or train number, you enable your chauffeur to adjust the pick-up time to a possible delay or early arrival. If there is a critical delay and the chauffeur is unable to drive, we will contact you to provide you with an alternative.

1.21. Where will the chauffeur be waiting for me when picking me up at the airport?

All BaronFleet trips include a free meet and greet service for airport pickups. The chauffeur will wait at the exit after baggage claim with a personalized pick-up sign. For airport pickups where the meeting point is different, Airport Coordinator or chauffeur will call you via call, SMS or WhatsApp.

1.22. Why should I give my flight number?

The flight number enables us to check the status of the flight and adjust the pick-up time in the event of late or early arrival. This also ensures that your chauffeur is waiting at the correct terminal.

1.23. What if my train or flight is delayed?

When booking, please provide your flight/train number for all airport and train station pick-ups so that we can track their status and adjust the pick-up time in the event of late or early arrival.

For example, if your flight is to arrive at 6:00 p.m., you have booked your trip for 6:30 p.m. and your flight arrives an hour later (7:00 p.m.), we will automatically adjust your pick-up time to 7:30 p.m.

1.24. What kind of training courses do BaronFleet chauffeurs take?

All chauffeurs who work for BaronFleet have completed the necessary training and have the necessary licenses and insurance to offer chauffeur service in their country. We also have our inhouse training program that all chauffeurs must complete in order to be able to drive.

Our guest feedback system ensures that chauffeurs meet our strict standards and requirements. This includes reliability, security, professional demeanour, language skills and friendliness.

1.25. What language does my chauffeur speak?

All BaronFleet chauffeurs speak English, Hindi, Urdu, Dutch, French, Thai, Chinese, Arabic and the local language.

1.26. How do I get in contact with my chauffeur?

The name of the chauffeur and the telephone number will be sent to the guest by email or SMS or WhatsApp one hour before the pick-up. For data protection reasons (for both the guest and the chauffeur), this information cannot be transmitted earlier.

Please use the chauffeur's telephone number to contact the chauffeur, as all responses to the message in which we transmit his or her contact information will reach your chauffeur.

1.27. Step-by-step instructions for booking a ride - private users

Private users can book for themselves or third parties.

➢ Online Bookings via BaronFleet App & website ( www.baronfleet.com)

On the website or Andriod or iOS App:

Book for yourself

Choose between a simple transfer or By the Hour booking (Not available all cities)

Enter your start and destination addresses.

2. Manage your bookings
2.1. How can I make changes to my booking?

The fastest and easiest way to book, edit or cancel your trip is via our website or smartphone app. So, you can be sure that all details are confirmed instantly at the best available price.

Remember, we will automatically track your flight and adjust the pick-up time to ensure that your chauffeur is waiting for you when you arrive.

Note that booking, cancellation or modification of a ride is only available through our website and apps for online bookings and via email for offline bookings. You can edit/change the vehicle class, the date, the time, the start and destination location and other information before confirmation of the booking. You can make changes free of charge up to 24 hours before pick-up, although additional fees may apply for single trips for spontaneous destination changes or additional stops, as well as exceeding those included in an hourly booking Route.

Via the website for Online Bookings
Click on "Rides" above.

Select the ride that you want to make changes to. You will then see a page with the details of your ride.

In the appropriate section, click Cancel and book again.

In the app for Online Bookings
Select your next upcoming trip from the home screen or go to the "Trips" section to select one of your upcoming trips.

Once you've selected a ride, you'll see the details of the ride. In the appropriate section, click on "Cancel and book Again" for iOS or the pencil icon for Android.

Via Email for Offline Bookings
Send your cancellation/change request to [email protected] with your booking details. The team will take the required action according to the trip details and update you within 24 hours.

2.2. I booked a trip with the wrong start or destination address. What should I do?

You can easily change the start and destination locations in the app or on the website. You can change your booking up to up to 24 hours before pick-up.

Changes to the destination or the addition of additional stops can result in additional costs.

If you have exceeded these deadlines or are already in the vehicle, please inform the chauffeur about the route change. After your trip, BaronFleet will send you an updated invoice with the new trip details and, if necessary, the price for the additional route and trip time.

2.3. Why do I get "Location not found" after entering the address?

If the address is not available in such cases, we are happy to help you. Please send us your booking request via chat message or email at [email protected] or WhatsApp at +971 50 906 8284. We will then make sure to send the quote details.

2.4. How do I get back lost property?

If you or the guest you are booking for leave an item in the vehicle after the trip, the chauffeur will either contact the guest directly or ask BaronFleet for help to arrange the return.

If you have not yet been contacted regarding your lost item, please provide us with the details of your journey and the lost item by calling us, using the online chat function or sending an email to [email protected]. We will then do everything in our power to bring the lost item to its owner.

2.5. How do I rate my trip?

Your feedback helps us to make our service even better, so don't hesitate to rate the service of your chauffeur and the cleanliness of the vehicle.

On the website

At the top of the page, click Rides.

Find the ride you want to rate and click "Rate".

- Evaluate the quality of the service and the vehicle.

In the app

- Go to the "Rides" tab and go to your past rides.

- Select the ride you want to rate and click on "Rate your ride".

- Evaluate the quality of the service and the vehicle.

Rate us on Trustpilot and Google.

If you are reporting serious problems or simply want to praise the exceptional service provided by a chauffeur, please contact our Customer Care team.

2.6. What do I do if I forget to add a flight number to my transfer?

Get in touch with our Chat Support or email at [email protected] or WhatsApp at +971 50 906 8284 and provide the booking to which you want to add a flight number. They can now add or edit your flight number.

2.7. How can I make a complaint?

We're sorry to hear that we couldn't meet your expectations. Please don't hesitate to contact us via chat or email our Customer Care team ([email protected]) to tell us about your experience. Your feedback helps us to improve our service.

3. Account
3.1. How can I add or remove payment methods?

You can save or remove payment methods in your profile. Adding a new payment method does not affect trips that have already been booked, as these are only used for new bookings.If you've booked upcoming trips with a credit card that you've since removed, cancel your trips and re-book them using a different payment method.

Here is a step-by-step guide on how to add and remove payment methods:

Add a payment method when booking

Just click on "Add Payment Method". If you enter a payment method when booking, it will automatically be saved in your profile.

Adding or removing a payment method through the website.

Add

Click on your name in the upper right corner and select "Profile" / "Account".

Scroll down to the Payment section.

Click "Add New Credit Card".

Enter your credit card information

Clear

Click on your name in the upper right corner and select "Profile" / "Account".

Scroll down to the Payment section.

Click Remove on the method you want to delete.

Confirm the removal in the pop-up message.

Adding or deleting a payment method in the BaronFleet app
Add

Go to the "Payment" tab.

Click on "Add Payment Method" for iOS, or on the "+" symbol for Android.

Enter your payment method information

Clear

Go to the "Payment" tab.

Click the ⊝ icon for iOS or the ⋮ icon for Android next to the method you want to remove.

Confirm the deletion.

3.2. Can I update my payment method information by phone or email?

To protect your data and to ensure data security, we cannot accept information about payment methods by phone or email.

3.3. How do I change my password?

If you are already logged in to the website, you can click on your name in the upper right corner, select "Profile" and change your password in the profile overview.

If you are not logged in or are using the app, you can also click "Forgot your password" or "Forgot your password?" On the login page of the website. Tap in the apps to receive a reset link by email.

3.4. I forgot my password, how can I reset it?

Go to the login page on the website and click on "Forgot your password?" In the apps too, tap "Forgot your password?" To reset your password. To reset it immediately, you can also click here.

We will then send you an email asking you to reset your password.

4. Billing and Payments
4.1. What payment options are available?

BaronFleet accepts Visa, Maestro, Mastercard online bookings

American Express Card, Apple Pay and Google Pay is available for offline bookings via an online payment link.

4.2. Which factors influence the price of the trip?

The prices depend on the distance/duration (depending on whether it is a one-way trip or By the Hour booking). Other factors that influence our tariffs are the pick-up time, the meet and greet service at airports and how long in advance the trip was booked. All prices include the chauffeur's tips, tolls, parking fees, baggage fees, additional guest fees, tariffs, taxes and all other related costs.

4.3. Are the prices per person or per vehicle?

The prices quoted are always per vehicle and include all taxes, tips and fees (depending on country, city and type of service). The number of guests has no influence on the price.

The prices for shared transfer services are always per person.

4.4. Why are there prices in different currencies?

The price for each service city is based on the currency of the country. The settlement is currently calculated only in Emirati Dirham – AED for all trips across the globe and may reflect in AED currency in your bank statements. It is not possible to switch between currencies.

4.5. Can I change the payment method for an upcoming trip?

If you want to change the payment method for an upcoming trip, cancel it and re-book your trip with the correct payment method. Cancellation is free up to 24 hours before pickup.

It is not possible to change the payment method for a trip that has already taken place.

4.6. When will I be billed for the trip?

All trips are prepaid and will charge instantly at the time of booking.

4.7. Will I be charged additional waiting time if my chauffeur arrives earlier?

No. The free waiting time begins with your planned pick-up time, regardless of how early the chauffeur arrives at the pick-up location. The free waiting time is one hour for airport and train station pick-ups and 15 minutes for all other pick-ups. By providing your flight or train number when booking, your chauffeur can track your flight and adjust your pick-up time in the event of late or early arrival.

4.8. In which currency are payments and invoicing made?

The price for each service city is based on the currency of the country and invoiced in the same currency.

The settlement is currently calculated only in Emirati Dirham – AED for all trips across the globe and may reflect in AED currency in your bank statements. It is not possible to switch between currencies.

4.9. When will I receive my invoice?

Your invoice will be emailed to you approx. 24 hours after the journey.

Individual invoices can also be downloaded from your account on the BaronFleet website. Simply go to your previous journeys, select the journey for which you would like an invoice and click on "Download invoice".

4.10. Where can I see my invoices?

Your invoice will be emailed to you approx. 24 hours after the journey.

Individual invoices can also be downloaded from your account on the BaronFleet website. Simply go to your previous journeys, select the journey for which you would like an invoice and click on "Download invoice". If the "Download Invoice" is not available, the payment may not have been processed yet. As soon as the payment has been processed, you will be notified by email with the invoice as a PDF attached.

4.11. Why was I charged a different amount than the price on my invoice?

We only charge your payment method with the amount stated on your invoice. Some banks may charge a transaction fee for amounts in a currency other than the booking price, as the payment is considered an international payment. Please contact your bank to find out more about their international business conditions and fees.

If the discrepancy is not part of an international transaction fee, please contact our Customer Care team.

4.12. Can I book a ride after my credit card expires?

It is only possible to book if the journey takes place more than a month before the credit card expires. For example, if a card expires in April, you can only book trips that take place before March 31st. If it is no longer possible to book with your credit card, you will receive the error message: "The credit card you provided has expired or is about to expire".

4.13. Why did I get an error message when I tried to add a payment method?

This can happen for a variety of reasons, such as if we don't currently support your credit card or your credit card has expired.

If the error message wasn't clear, please contact [email protected] and let us know which card type you added, what information is in the error message, and which browser or app you used. For security reasons, we ask you not to give us any credit card details during the conversation.

4.14. I believe my credit card was charged twice for one trip. What should I do?

When you make a booking, BaronFleet reserves the funds on your credit card with a pre-authorization. While your card will not be charged at this point, some banks will display these pre-authorizations like a charge. We charge your card after completing the trips booked online or before trips booked offline via email.

Please note the descriptions of the fees, as they always contain the booking number in the format "BaronFleet * 123456789" (with a different booking number, of course) . Sometimes this description is shortened on your bank statement, depending on your bank. In this case, please contact your bank for the full description. If you find two charges with the same booking number, please check with your bank to see if one of them could be a pre-authorization.

If there are multiple charges for the same booking number, please contact our Customer Care team.

4.15. I have an unexpected BaronFleet charge on my bank statement, what should I do?

When you make a booking, BaronFleet reserves the funds on your credit card with a pre-authorization. While your card will not be charged at this point, some banks will display these pre-authorizations like a charge. We charge your card after completing the trips booked online or before trips booked offline via email.

Please note the descriptions of the fees, as they always contain the booking number in the format "BaronFleet * 123456789" (with a different booking number, of course). Sometimes this description is shortened on your bank statement, depending on your bank. In this case, please contact your bank for the full description. If you find two charges with the same booking number, please check with your bank to see if one of them could be a pre-authorization.

If your account has a charge that is not pre-approved and does not have the features described, please contact our Customer Care team.

4.16. I received an unexpected payment from BaronFleet, what should I do?

Please check the full payment description. In the case of commission payments, our company name, the billing period and the invoice number are always given, e.g., "BARONFLEET 01/19 COM123456789". Depending on the bank, this description can be shortened on your bank statement. In this case, please contact your bank for the full description before contacting BaronFleet.

If you see several payments with the same information or if the payments, we have received do not have the characteristics described, please contact our Customer Care team.

4.17. What should I do if I have an upcoming BaronFleet ride and my credit card/payment method has been stolen?

If you have upcoming trips booked with a stolen or blocked payment method, cancel your trip and book it again using a different payment method.

Important Emails & Information

1. Emails

• Operations, Reservations, Offline Queries & Bookings, Email: [email protected]

• For Group/Events/B2B Clients/Agent Bookings, Email: [email protected]

• Emergency 24x7, Email: [email protected], WhatsApp 24x7 at +971 50 906 8284

• For Online Booking (via App/website) Customer Support, Email: [email protected]

• Partner/Supplier/Chauffeur Queries & Support Email: [email protected]

• For Corporate/B2B Clients/ Travel Agents/Partnership Query, Email: [email protected], cc: [email protected]

• For advertising, Email: [email protected]

2. BaronFleet Mobile Apps:

• Android App: https://play.google.com/store/apps/details?id=com.baronfleet

• Apple App: https://apps.apple.com/us/app/baronfleet/id1571494656

3. BaronFleet Website:

• Main Website: https://baronfleet.com/