Frequently Asked Questions

Booking is simple! You can use our online booking form or email us at bookings@neoscharter.com. For the online booking form, select your service type, provide pickup/dropoff details, choose your preferred date and time, and complete the passenger information. You will receive a confirmation email with all the details once your booking is confirmed.

We recommend booking at least 24 hours in advance to ensure availability, especially during peak periods. For airport transfers, booking 48 hours ahead is ideal to allow for flight tracking setup. For special events or holiday periods, we suggest booking 1–2 weeks in advance. However, for more urgent requests, we will do our best to accommodate you.

Yes, you can modify your booking details up to 6 hours before the scheduled pickup time without any penalty. This includes changes to pickup/dropoff locations, time adjustments, or passenger details. For changes within 6 hours of the scheduled service, please call us directly as soon as possible, and we will do our best to accommodate your request.

We provide service throughout all of Singapore, including all residential areas, business districts, tourist attractions, and extends to Sentosa Island.

For airport pickups, our chauffeur will monitor your flight status in real-time and adjust for any delays. Upon arrival, after clearing customs and collecting your luggage, proceed to the arrival hall where your chauffeur will be waiting with a personalized digital sign displaying your name. We provide 45 minutes of complimentary waiting time from the moment your flight lands.

Our hourly charter service includes a luxury vehicle with a professional chauffeur at your disposal for the duration booked (minimum 3 hours). The service includes unlimited stops within Singapore, waiting time between stops, bottled water, and Wi-Fi. Fuel, parking fees, and ERP charges within Singapore are all included in the hourly rate.

Our fleet consists primarily of Toyota Alphard and Vellfire luxury MPVs. These vehicles offer premium leather interiors, captain seats, climate control, and ample space for both passengers and luggage. Each vehicle can comfortably accommodate up to 6 passengers.

Our Toyota Alphard and Vellfire vehicles can comfortably seat up to 6 passengers. For luggage, we can accommodate approximately 4 large suitcases (23 kg/50 lbs size) or 6 medium suitcases. If you have additional luggage requirements, please let us know during booking.

Yes, our vehicles are family and child-friendly. We can provide child seats upon request (please specify during booking). Our vehicles have ISOFIX points for secure child seat installation and working seat belts at all positions.

We accept various payment methods including credit/debit cards (Visa, Mastercard, American Express), PayNow, bank transfers, and cash. For corporate clients, we also offer invoicing with net-30 terms subject to approval.

Our quoted rates are generally all-inclusive within Singapore. However, additional charges may apply for: waiting time beyond the complimentary period, significant itinerary changes after booking, midnight surcharge (12 am–6 am), and public holiday surcharges. Any potential additional charges will be communicated clearly before confirmation.

Yes, we offer special corporate rates for businesses with regular transportation needs. We can create customized packages including monthly billing options, dedicated account management, and priority booking. Please contact our corporate sales team at corporate@neoscharter.com to discuss your needs.

You will be typically assigned either a Toyota Alphard or Vellfire. If you have a specific preference for another vehicle, please let us know during booking and we will do our best to accommodate your request.

Yes, complimentary bottled water is provided in all our vehicles. Additional amenities include phone charging cables. For special occasions like weddings or anniversaries, we can arrange additional amenities for an additional fee with advance notice.

Our cancellation policy allows for free cancellation up to 24 hours before the scheduled service. For cancellations made 12–24 hours before service, a 50% charge applies. Cancellations less than 12 hours before or no-shows incur a full charge. For airport pickups, if your flight is cancelled, we offer free rebooking or a full refund regardless of notice period.

We monitor all flights in real-time and adjust your pickup time automatically based on the actual arrival time at no extra charge. Our complimentary waiting time of 45 minutes begins from the actual landing time, not the scheduled time. For significant delays (over 3 hours), we will ensure you have transportation arranged.

Yes, you can extend your hourly charter service during the trip, subject to vehicle and chauffeur availability. Simply inform your chauffeur about the extension, and they will confirm the additional cost. For point-to-point transfers, you can request additional stops during the journey, though additional charges may apply.