F.A.Q.

Resources & FAQ

Getting Started

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General Information

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Service Option

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Driver Information

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Vehicle Information

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Pricing and Rates

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VIP Meet and Greet

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Billing and Payments

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Loyalty Reward Program

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Getting
Started

What are your operating hours?
Our office hours are Monday to Friday, from 9:00 AM to 6:00 PM SGT (Singapore Time).

Our service are 24-hours.

Do you provide School Pick up Service?

Yes we do provide private School Pick Up Service.

Fleet: Either With Toyota Alphard/ Vellfire / Mercedes E-Class

One Way Transfer per week per school days (Mon – Fri): $450 + GST per week

Two Way Transfer per week per school days (Mon – Fri): $900  + GST per week

Billing Cycle: Prepayment monthly in advance.

Please note that we are not a school bus company and we do not provide shuttle serivce.

Does your company work with travel agencies?

Yes, we work with various travel agencies, travel management companies, online travel agencies, and destination management companies.

Please use the form here and choose Partnership in the subject.

How can I make a feedback?
To share a feedback with us, please send us via the form at the contact us page
Where can I find Terms and Conditions?

You can find our company’s terms and condition in the link below

Terms and Condition

Where is your company privacy policy?

Our company’s privacy policy is at the link below.

Privacy Policy

Service
Option

Does your company provide on demand chauffeured transportation service?
We do not offer on-demand services.

Currently, we only provide pre-booked chauffeured transportation services.

Do you offer an event transportation Service?

Yes, PAL specialise in providing small to middle scale event transportation services. Some recent high-profile events they have handled include the Earth Shot Prize, NCPA performance in Singapore, and a private event for Revolve in Singapore.

If you have specific event transportation needs, you can inquire with PAL for their services and assistance with your event.

Past Events

Do you provide transportation for bride and grooms after wedding receptions?
We do provide transportation for wedding events, including services for brides and grooms after their wedding receptions. Please feel free to email us with your specific requirements, and we will promptly provide you with a tailored quote
Does PAL offer long distance rides?
PAL provide long-distance rides, including trips from Singapore into Malaysia. We can cover destinations as far as Kuala Lumpur from Singapore. Please send us an email to ask for a quote
What should I do when I cannot locate my driver?
If you cannot locate your driver, please call our operations hotline at +65 6100 5959 for immediate assistance. Alternatively, you can contact the driver directly using the details provided in advance.
How do I go about booking car services in another country?

To book car services in another country, you can now access our services in Hong Kong, Kuala Lumpur, and Bangkok. Simply select your desired location to view instant rates.

Book Now

For locations where a rate is not displayed, please reach out to us via the contact us form with your details, and we will promptly provide you with a customized quote.

What services do you offer?

We offer the following service:-

Airport Transfer Service
We offer airport transfer services, which includes a complimentary Meet-and-Greet at your airport arrival terminal by our friendly and professional chauffeurs. With flight tracking, you can ensure a seamless connection to your ride, making our airport chauffeur transfers a highlight of your travel plans.

Hourly / Chartering Service
We offer an Hourly Chartering Service, allowing you to book and charter a chauffeur-driven vehicle for a duration of your choice, providing flexibility and convenience for your travel needs.

Corporate Meetings & Events
We offer Ground Transportation for Corporate Meetings and Events, providing dedicated and comprehensive resources to cater to events of any size and occasion, ensuring seamless and professional transportation solutions for your corporate needs.

VIP Meet & Greet Service
We offer a VIP Meet and Greet service, a premium experience where dedicated personnel attend to your airport needs. Upon arrival, you’ll be met by a guest relations officer with personalized signage at the aerobridge exit and escorted to the JetQuay CIP terminal for expedited Immigration clearance, ensuring a relaxed and seamless airport experience. 

Service Option

What happens if I'm delayed due to long queues at the airport?
Our standard free wait time policy applies regardless of the reason for the delay. If the free wait time is exceeded, including delays due to long queues at the airport, additional wait time charges may apply.

Driver
Information

How will I know when my Driver arrives onsite?
You will receive a welcome message from your chauffeur to inform you when they have arrived on-site and are ready to assist you with your transportation needs.
Are chauffeurs available to help guests with their luggage and personal belongings?
Yes, our chauffeurs are always ready to assist guests with their luggage and other personal effects. In the rare case that a driver is unable to assist due to a medical condition, we will inform you in advance
Is there a maximum duration for single booking?
There is no maximum duration for an hourly service booking. However, to ensure safety, we follow strict guidelines regarding recommended rest hours for our chauffeurs. If your booking exceeds these guidelines, we will arrange for a second driver to take over, ensuring both your safety and the driver’s well-being.
Do chauffeurs adhere to speed limits?
Yes, our chauffeurs are legally required to adhere to speed limits. While we currently ensure compliance through regular training and monitoring, we are also exploring options to implement tools for measuring driver safety scores and plan to provide reports on these metrics in the future.
Are chauffeurs trained in defensive driving techniques?
Not all of our chauffeurs are currently trained in defensive driving techniques, but we are actively working on providing this training to enhance their skills. Our goal is to have a fully trained team of drivers in the near future.
Are your drivers trained to provide first aid?
Not all of our drivers are currently trained in first aid, but we are actively working to provide this training to enhance their skills in this area.
What kind of training do PAL chauffeurs undergo?

PAL chauffeurs undergo a comprehensive training framework that includes on-the-job training (OJT), assessments, and focus group sessions. We are also planning to establish a chauffeur training academy, in collaboration with established limousine training companies and providers overseas, to offer cross-certification for our drivers.

What are the dress codes of the chauffeur?
Our chauffeurs adhere to a business attire dress code, typically wearing a white long-sleeved shirt with a tie, dark-colored pants, and polished, covered shoes.
What languages do the chauffeurs speak?
Our chauffeurs are typically bilingual, with English as the primary language. Additionally, some chauffeurs can also speak other languages, such as Mandarin and Malay.
Vehicle
Information
Can I Bring Alcoholic Beverages Onboard?
Alcoholic beverages are strictly prohibited in the vehicle.
Is bottled water provided in the vehicles?
Yes, bottled water is provided in all our vehicles for passenger convenience.
Am I allowed to bring food and drinks into the vehicle?
Food and drinks are not permitted in the vehicle. If a passenger consumes food or drinks and causes soiling, a cleaning fee of SGD $250 will be charged
Are child seats available in your vehicles?
Yes, we offer child seats in our vehicles for an additional charge of $21.80 per seat, subject to availability. Please provide your child’s age when booking to ensure we supply the appropriate seat.
Do you offer handicap-accessible vehicles?
Yes, we offer handicap-accessible vehicles. For passengers who use wheelchairs, we recommend booking our wheelchair minibus, which accommodates one wheelchair-bound passenger who can remain in their wheelchair during the ride.
Is there a weight limit for passenger luggage?
There is no specific weight limit for passenger luggage, but we will accommodate luggage that fits within the vehicle’s capacity and limits.
Are there any restrictions on the types of items or luggage allowed in the vehicle?
There are no specific restrictions on the types of items or luggage allowed, but we comply with local government regulations regarding legally restricted items. Additionally, pets are not permitted unless arrangements are made in advance.
What should I do if I have more luggage than the allowance for my booking?

If you have more luggage than the allowance for your booking, you have two options:

The driver will attempt to fit the excess luggage into the vehicle. If it doesn’t fit, you may need to take a taxi for the additional items.

Alternatively, you can request an additional vehicle from us to accommodate the extra luggage, which will incur additional charges.

Watch the youtube video to understand more about how many luggage can fit into an Toyota Alphard.

How can I find out the luggage capacity of your vehicles?

You can find detailed information on our website, but here’s a quick summary:

  • Business Minivan: 4 passengers with 4 suitcases
  • Business Sedan: 2 passengers with 2 suitcases
  • First Class Sedan: 2 passengers with 2 suitcases
  • Minibus: 9 passengers with 9 suitcases

The number of passengers and luggage capacity may vary depending on the vehicle type.

What should I do if I accidentally make a mess in the driver's vehicle?
If you accidentally make a mess in the vehicle, additional charges may apply for cleaning or repairs. These costs will be invoiced separately once they are determined.
Is the vehicle insured?
Yes, all vehicles are required to have motor insurance coverage to operate in Singapore.
Can I charge my phone in the car?
Yes, charging cables are available in the car for customers to use during the ride.
Are umbrellas available in the car?
Yes, all our vehicles are equipped with umbrellas
What happens if the vehicle breaks down or has a mechanical issue during the ride?
In the event of a breakdown or mechanical issue, a backup vehicle will be immediately dispatched to ensure your journey continues without delay.
How are vehicles maintained for safety and cleanliness?
Our vehicles are maintained to the highest standards by adhering to local regulatory maintenance requirements. They are cleaned daily, and inspections are conducted based on vehicle usage to ensure safety and cleanliness.
Does PAL use electric vehicles?
No, PAL currently operates internal combustion engine (ICE) vehicles and some hybrid vehicles.
How many passengers can the vehicle transport?

The number of passengers we can transport varies depending on the vehicle type and the amount of luggage:

  • Business Minivan: 5 passengers without luggage, 4 passengers with 4 suitcases
  • Business Sedan: 3 passengers without luggage, 2 passengers with 2 suitcases
  • First Class Sedan: 2 passengers with or without 2 suitcases
  • Minibus: 12 passengers without luggage, 9 passengers with 9 suitcases”
Do the vehicles have in-vehicle Wi-Fi?
Yes, our vehicles are equipped with in-car Wi-Fi. You can ask the driver for the Wi-Fi password.
What types of vehicles does PAL use?

PAL offers a range of vehicles, including first-class and business sedans, business minivans, minibuses, and wheelchair-accessible minibuses. The specific models we use are:

  • Business Minivan: Toyota Alphard / Vellfire
  • Business Sedan: Mercedes E-Class
  • First Class Sedan: Mercedes S-Class
  • Minibus: Toyota Hiace Hiroof

Fleet

Which vehicle type is best for my needs?

The right vehicle type depends on the number of passengers and the amount of luggage you have. Here’s a quick guide:

  • Business Minivan: 4 passengers with 4 suitcases
  • Business Sedan: 2 passengers with 2 suitcases
  • First Class Sedan: 2 passengers with 2 suitcases
  • Minibus: 9 passengers with 9 suitcases”
Pricing
And Rates
What is your airport transfer Rates?
Please find our rates below 
Rates for 2024
Fleet Type Seating Capacity Arrival Departure
Business Minivan
(Toyota Vellfire)		 4 Pax with 4 Suitcase $98.10 $98.10
Business Sedan
(Mercedes E-Class)		 2 Pax with 2 Suitcase $98.10 $98.10
First Class Sedan
(Mercedes S-Class)		 2 Pax with 2 Suitcase $218.00 $218.00
Minibus
(Toyota Hiace Hiroof)		 9 Pax with 9 Suitcase $109.00 $109.00
Wheelchair Minibus
(Toyota Hiace Hiroof)		 6 Pax with 6 suitcase + 1 wheelchair $130.80 $130.80
Is it the rate negotiable?
Our rates are fixed and non-negotiable.
How many kilometers/miles are included in an hourly booking?
For hourly service in Singapore, there are no limitations on distance or stops—you can visit as many places as needed within the booked hours.

For services in other countries, please refer to the specific terms and conditions for each city, as policies and limitations may vary.”

Does PAL charge extra during Christmas or other holidays?
Yes, we apply a peak season surcharge during public holidays, festive holidays, and a national event surcharge during major national events.
VIP
Meet & Greet
What is your cancellation policy for VIP Meet and Greet Service?
Any amendments/cancellations informed via email more than 48 hours before the service date and time will be accepted.

Any amendments/cancellations made in less than 48 hours will be at full charge.

Billing
And Payments
Are deposits required for bookings?
No, we do not require deposits. Full Payment is collected in advance at the time of booking.
What is your cancellation policy for VIP Meet and Greet Service?
No, you will not be charged for additional wait time if your chauffeur arrives early.
Are the prices displayed per person or per vehicle?
The prices displayed are per vehicle.
For online booking, how much is held on my card and for how long?
You will be charged for your ride immediately after entering your credit card details.
Is tipping the chauffeur required?
Tipping is not compulsory, but if you feel our chauffeur has provided excellent service, you are welcome to tip as a gesture of appreciation. Many of our clients do choose to offer gratuity to our drivers.
What payment options are available?

You can pay using major credit cards, including American Express, Visa, and Mastercard. We are also exploring the option of accepting cryptocurrency in the future. Please note that a 3.5% administrative fee applies to credit card payments.

How do I pay if I don't have a credit card?
If you don’t have a credit card for payment processing, you can contact us via email, and we will issue you an invoice for payment via bank transfer.
Can I change the payment method for an upcoming ride?
Once your booking is completed, the payment method cannot be changed as the payment has already been processed. However, you can update the payment method anytime before the booking is confirmed.
Do you offer credit terms?
We offer credit terms only to corporate clients with registered companies in Singapore, subject to a credit assessment check.
Do you work with companies registered outside Singapore?
Yes, we work with internationally registered companies. For these companies, payment is required in advance upon booking confirmation
When do I get charged for my ride?
You will be charged for your ride as soon as you enter your credit card details during the booking process.
Can I update my payment method by phone or email?
For privacy and security reasons, we do not accept credit card details over the phone or via email. Please update your payment information through our secure online booking system.”
What currency is used for payment and invoicing?
All transactions are processed and invoiced in Singapore Dollars (SGD)
Can I get a receipt for cash bookings?
We do not accept cash bookings. All payments must be made in advance via credit card or bank transfer, and receipts will be provided for these payment methods.
Can I pay in installments?
We do not have an installment payment policy in place at the moment. Payment is required in full at the time of booking or as per our existing payment terms.
Loyalty
Reward Program
What is PAL's Loyalty Reward Program?
t PAL, we’re thrilled to announce our groundbreaking partnership with Heymax, the pioneering fintech platform that revolutionizes the way you maximize your rewards.

Beginning 15th April 2024, for every trip in booked through PAL’s website within Singapore will earn you Max Miles, enriching your travel rewards portfolio with each spend.

Every Trip earns you 100 Max Miles, regardless of the amount spent.

When will I be able to claim the Max Mile

After the trip is completed, you will receive email from Heymax to claim the Max Miles.

The Max Mile will be credited 7 working days after claiming it.

Is there any transaction fee to transfer the miles between travel partners?
No. There is no fee for transferring your Max Miles between travel partners
Does the Max Miles have an expiry date?
No. Max Miles has no expiry date.
What happens if I do not claim the Max miles?
Any Unclaimed Max Miles expire after 60 days from the email sent from heymax.
Who is eligible to earn Max Miles with PAL?
  • All Trips MUST BE book directly with PAL website.
  • Bookings from suppliers, travel agent, OTA are NOT ELIGIBLE.
  • This offer cannot be combined with other concorruent promotions.
  • Rides with promo codes are not eligible to earn Max Miles.