Frequently Asked Questions?


HOW do I MAKE, VIEW OR MODIFY MY RESERVATION?

Customers who registered on Matrix-Chauffeured.com, can select Login on the book now page to reach your account. From there you can book, view, modify and cancel reservations. New customers, can create a new account by clicking the Register Now button on the book now page.

If you need immediate assistance modifying or cancelling a reservation, a Matrix Chauffeured reservation agent is available to help 24/7 at (877) 515-0949.

Matrix Chauffeured, sends a confirmation to the e-mail for that reservation following any modifications or cancellations to that reservation.


WHAT ARE THE perks that come with CREATING A CUSTOMER ACCOUNT THROUGH MATRIX-CHAUFFEURED.COM?

Setting up a profile on Matrix Chauffeured's online reservation system makes booking trips with us even faster and easier.

  • Maintain and adjust reservations, save past locations to your Address Book, and securely save credit card information.

  • Plan, change or cancel trips on the fly.

  • Print travel receipts for expense/accounting reports.

  • Receive chauffeur info for your upcoming travels and know who will be picking you up.

Click here to register for an account today!


HOW FAR IN ADVANCE DO I NEED TO BOOK A RESERVATION?

To ensure we will have a vehicle available when you need it, the farther in advance of your travel date that you can book, the better. Matrix Chauffeured, also strives to accommodate same day, last-minute reservations. Call when you’re ready to book, and we will do everything possible to meet your needs.


IS Matrix Chauffeured, AN ON-DEMAND CHAUFFEURED TRANSPORTATION SERVICE?

Matrix Chauffeured, is a brick-and-mortar company, and everyone here, especially our chauffeurs, is an employee; while we provide chauffeured transportation, Matrix Chauffeured, is not an on-demand transportation or transportation network company provider.

Matrix Chauffeured, does not provide ODT services, we require at least two hours’ notice for any reservation, though we will do our best to accommodate your request. We plan on releasing an app in 2016 to give you and your travel coordinator mobile access to our services.


WHAT IS Matrix CHAUFFEURE's BILLING PROCEDURE?

Please read below to familiarize yourself with Matrix Chauffeured’s billing procedure for all reservations.

Reservation Confirmation: After purchasing services from Matrix Chauffeured, you will receive a reservation confirmation e-mail. The charges contained in your confirmation are calculated based on the information provided to us at the time of the reservation, and are intended to serve as a good faith estimate only. The final trip total will be calculated based on duration of travel time, tolls, parking, taxes and additional charges, where applicable.

Pre-Authorization: Thirty-six hours prior to your trip, Matrix Chauffeured, will request a pre-authorization of your credit, debit or pre-paid account for the estimated total of your reservation confirmation, and an additional 30% of the total. A pre-authorization is a “hold” on funds from your bank account drawn by Matrix Chauffeured, when we initially take your account and payment information, but have not yet processed the final charge(s) for your trip. The pre-authorization guarantees that the provided account information has the available funds to pay for the services purchased from Matrix Chauffeured, and is removed when processing the final total. Your trip may be canceled if we are unable to request a pre-authorization from the provided payment information prior to your trip.

Final total: The final trip total is calculated after the vehicle returns to our facilities and will be reflected on your provided payment information within 48 to 72 business hours after the completion of the trip. If you do not receive a final receipt, please contact us at (949)346-5466.

Please note that you may experience one of the following situations as a result of the pre-authorized charge on your payment information:

  • Your bank statement may temporarily reflect a “double-billing” or multiple payments to Matrix Chauffeured, for the same charges.

  • While your bank does not decline a payment to Matrix Chauffeured, your bank still may place a hold on certain funds in your bank account.

  • Although Matrix Chauffeured, may decline your payment information, your statement may continue to show that a payment to Matrix Chauffeured, is pending.

Matrix Chauffeured, is not responsible for any services fees or charges you may incur when authorizing the provided payment information.


HOW IS THE FINAL TOTAL OF MY RESERVATION CALCULATED?

Below are types of charges that may represent your final trip total for purchasing Matrix Chauffeured services. While the estimated total on your reservation confirmation includes base rategratuityfuel surcharge, some charges may not apply when calculating your final total.

Airport fee: This charge represents airport parking fees incurred by Matrix Chauffeured, for all airport arrival reservations. This flat fee of $18 is subject to change without notice, as Matrix Chauffeured, has no control over if and when increases will be imposed by various governmental agencies.

Base rate: This charge represents the cost of the purchased vehicle at the hourly minimum of your reservation. Hourly minimums may vary, depending upon the type of reservation. For example, flat-rate reservations have a set hourly minimum, versus an “As Directed” or hourly reservations. See Hourly Minimum for more information.

Discretionary gratuity: For all reservations, a suggested percentage of the vehicle’s base rate added to the trip total for chauffeur gratuity. Any gratuity that may appear on your invoice is wholly voluntary; the amount constitutes only a suggested sum and is entirely left to the discretion of the customer, and can be negotiated or waived at any time.

Extra stop fee: For any stop requested of the chauffeur during the reservation that is not included on your reservation confirmation, an extra stop charge will be incurred. In-route extra stops in the same town are $20 each, and in-route stops in a different town are $30 each. Our-of-route-stops are quote on a trip-by-trip basis. Flat-rate reservations can add up to three additional stops before being converted to an hourly reservation.

Fuel surcharge: The fuel surcharge is based on the average cost of fuel at the time of the reservation, as reported weekly by the Energy Information Administration, a statistical agency of the U.S. Department of Energy. This charge will therefore increase or decrease with fuel price levels.

Hourly minimum: Also known as “garage-to-garage time” or “portal time,” this standard charge reflects the minimum hourly rate of any vehicle. For flat-rate transfers, this flat charge represents the time the vehicle leaves our facility until it returns after drop off. As Directed reservations are billed at a higher hourly minimum, as the reservation is billed hourly. Hourly minimums may increase depending upon vehicle type and the final travel time of the vehicle during your reservation.

Late cancellation: When customers are unable to provide adequate notice of canceling a reservation, they will be charged the full trip fare and a 20% gratuity charge. Matrix Chauffeured must have two hours’ notice from the pickup time on the reservation.

No-show: This charge is incurred when the passenger cannot be located or contacted by the chauffeur or Matrix Chauffeured within (a) one hour for airport pickups (time begins when passenger’s plane lands) or (b) 30 minutes for non-airport pickups. A no-show charge includes the full trip fare and a 20% gratuity charge to the customer’s payment information. Customers having trouble locating your chauffeur should avoid incurring this charge by not leaving the requested pickup location without first contacting us at (877) 515-0949 or (949) 346-5466.

Taxes: Taxes are subject to change without notification, as Matrix Chauffeured has no control over if or when a tax increase may be imposed by various governmental agencies. Taxes are charged as incurred.

Tolls: This charge represents tolls that may be incurred by Matrix Chauffeured between the pickup and drop-off destinations, as well as for tolls during the chauffeur’s return trip. Tolls are calculated for all flat-rate transfers based upon the most expeditious route. Tolls are billed as incurred for hourly reservations.

Waiting time: Delays are inevitable, which can sometimes keep customers from meeting their chauffeurs. For each reservation, we provide a window of time for customers to greet their chauffeurs at the requested pick-up time and location before incurring charges.

  • Airport pickups: Matrix Chauffeured monitors all commercial airline information provided by the customer to ensure on-time airport pickups. We allow a 45-minute grace period is allowed on all domestic arrivals and a 75-minute grace period on all international arrivals. Waiting time charges will apply after the grace period and are accrued in quarter-hour increments, based on the vehicle’s hourly rate.

  • Non-airport pickups: We allow a 15-minute grace period for all pickup locations other than airports. Waiting time charges will apply after the grace period and are accrued in quarter-hour increments, based on the vehicle’s hourly rate.


WHAT TYPE OF VEHICLES DOES MATRIX Chauffeured USE?

The Fleet page  showcases the vehicles Matrix Chauffeured, has selected to transport its customers. We utilize a luxury fleet of sedans, SUVs and large-capacity vehicles, which includes the Cadillac XTS, Cadillac Escalade, Lincoln Navigator, Mercedes S-Class and Mercedes Sprinter vans.

Our vehicles are garaged in a climate-controlled environment and consistently serviced and inspected by our in-house, ASE-certified maintenance centers.

Vehicle type and availability may vary when traveling outside of our corporate-owned locations.


DO YOUR AFFILIATES HAVE THE SAME QUALITY STANDARDS?

Yes! In order to transport our customers, Matrix Chauffeured’s affiliate partners must reflect our customer service and operations philosophy. We have an extended affiliate network with partners that operate all over the world under a set of standards that meet our most stringent and highest expectations.


HOW DO I OBTAIN A RECEIPT?

Customers with account profiles can print trip receipts instantly by logging into their account and accessing My Receipts, along with the many other benefits that come with creating a customer profile.

Receipt requests can be processed by calling (949)346-5466, or submitted via e-mail to info@matrix-chauffeured.com


WHEN DO I NEED TO NOTIFY Matrix chauffeured OF ANY RESERVATION CHANGES OR CANCELLATIONS?

Matrix Chauffeured, take reservation changes and cancellations by e-mail and phone. Let us know about any updates as soon as possible.

By e-mail: Requests submitted via e-mail can be made at least 24 hours prior to the pickup time on your reservation, which can be submitted to info@matrix-chauffeured.com. Make sure to reference your reservation confirmation number.

By phone: Requests submitted via phone can be made at least two hours prior to the pickup time on your reservation (and one hour prior to the pickup time in affiliate markets), by notifying our reservation agents at (877) 515-0949 or (949) 346-5466.


WHAT IF I CAN’T LOCATE MY CHAUFFEUR?

Periodically, our experienced and professional chauffeurs have difficulty making contact with customers. Even though our chauffeur is in your neighborhood, it may be difficult for him or her to make contact with you.

If you are having trouble locating your chauffeur, please take the following steps to ensure you avoid incurring any no show, late cancellation or wait time charges.

  • Stay put: Do not leave the pickup location on your reservation.

  • SMS alerts: If you are signed up for Chauffeur Notification alerts, you will have been provided with the chauffeur’s mobile number.

  • Stay by the phone: The chauffeur has also been provided with your contact information and may contact you to advise of his or her location.

  • Contact Matrix Chauffeured: Call us at (877) 515-0949 or (949) 346-5466, and follow the prompts to inquire about the status of your chauffeur’s arrival. Our Dispatch department will contact the chauffeur and provide you with an update status on his/her arrival.


HOW WILL I KNOW ONCE MY CHAUFFEUR ARRIVES ONSITE?

Customers will receive Chauffeur notification alerts via email or text, to let you know when your driver has been assigned and again when they arrive at your pickup location.

To receive these alerts for a current reservation, give your reservation confirmation number to a reservation agent, at (877) 515-0949 or (949) 346-5466.


I REALLY LIKED MY CHAUFFEUR. HOW DO I REQUEST HIM OR HER AGAIN?

A lot goes into training and selecting the few to become Matrix Chauffeured chauffeurs, and we’re so happy to hear you had a great experience.

When booking your next reservation online, submit your request, along with the chauffeur’s name, in the Comments for the Chauffeur field. If you’re having trouble remembering his or her name, speak to someone in our Reservation Center to help find that information. When booking over the phone, let our reservation agents know who your favorite chauffeur is.

We understand how comforting it can be to have a chauffeur you know and trust. While we cannot guarantee your request, we will do everything possible to have your favorite chauffeur available.


IS GRATUITY INCLUDED?

A suggested 20% gratuity charge is calculated into the total on your reservation confirmation. Any extra gratuity put on your reservation confirmation is wholly voluntary and is entirely left to the discretion of the customer.


DOES Matrix Chauffeured SUPPORT CORPORATE TRANSPORTATION OR LARGE GROUP EVENTS?

Absolutely. Matrix Chauffeured provides smart, luxury, chauffeured transportation services for corporate travel and the traveling CEOs and executives in today’s business world.

  • From board meetings and road shows to major events and trade shows, Matrix Chauffeured offers corporate account packages and billing solutions tailored to fit the needs of your business.

  • Highly experienced Meetings & Events team specialized in coordinating executive and luxury transportation for groups of any size

  • Account administrators can easily create, update and cancel reservations through our online reservations system.


DOES MATRIX CHAUFFEURED WORK WITH TRAVEL AGENCIES?

You bet. We partner with many travel agencies when their customers require trusted chauffeured transportation providers. Our reservation system is seamlessly integrated with other global distribution systems and online travel booking tools to receive reservation requests instantly.

Ask us about creating a travel agent commission program for new and ongoing business.