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Frequently Asked Questions

Thank you for considering Lone Star Executive Limousine for your transportation needs.  We look forward to providing you with the world-class service and equipment that you desire.  Please see below a list of our frequently asked questions to assist you in making your decision.

If you have any additional questions or would like to speak with one of our professional reservation specialists, please give us a call or send us an SMS to (832) 585-7338 or shoot us an e-mail at resv@lonestarexecutivelimo.com.  We look forward to earning your business.

General Questions

Aren't all limousine services basically the same?

Unfortunately that is not the case.  You should seek out referrals and recommendations from friends, family members, and business associates when making your decisions.  There are many factors to consider such as the companies reputation, years in operation, size and age of the fleet, proper licensing and insurance, customer service standards and back office support, type of chauffeur staff, etc.  Using your due diligence in choosing a transportation company is absolutely necessary.  Do not hesitate to ask any pertinent questions including proof of proper licensing and insurance.

What types of vehicles do you have? How old are they?

Our fleet consists of a wide range of vehicle types and styles, from sedans to large coach buses.  Take a look at our Lone Star Fleet on our website for a description of each type of vehicle we provide.

How far in advance do I need to reserve?

This is a question that is really tough to answer.  Demand for transportation services tends to vary greatly from day to day.  We recommend that you reserve a vehicle as early as possible.  At a minimum, we request that you give us at least 24 hours notice for a reservation, however, we can take reservations on demand subject to our availability.  Please note that a vehicle is not reserved until you receive a confirmation of service from our office.

Do you have a service guarantee?

Yes!  We guarantee that you will receive a clean, well maintained vehicle with a trained, professional attired chauffeur, at the time and date you reserved.  We further guarantee that you will receive the vehicle style you reserved (or an applicable upgrade if necessary at no additional charge).  Please make sure that the details on your reservation confirmation are correct and contact our offices if any changes or corrections need to be made.

How do you handle 'No-shows' or late clients?

No-shows are billed in full at the full service rate including a 15% gratuity for your chauffeur.  If you are late, waiting charges may apply.  To avoid additional charges, contact our office at via phone or SMS at (832) 585-7338 or via e-mail at resv@lonestarexecutivelimo.com as soon as possible and let us know that you’ll be late or your pickup details have changed.

What if I need to cancel my reservation?

Cancellations happen, and we understand that certain circumstances come up that are beyond your control.  We include our cancellation policy on each reservation confirmation, as well as on our website.  If you need to cancel, please give us a call at (832) 585-7338 or send us an e-mail to resv@lonestarexecutivelimo.com and we will be happy to assist.  Please make sure that you have your reservation or confirmation number handy as this will be required to cancel the reservation.

Do you allow smoking in your vehicles?

All vehicles are strictly NON-SMOKING.  If any passenger smokes in a vehicle, a fee of $250.00 per cigar, cigarette, or cigarillo may apply.  The use of vapes or e-cigarettes is also prohibited.  Any additional costs for repairs for any damage related to smoking will be the clients responsibility.

What amenities are included in your vehicles?

All vehicles are stocked with bottled water and mints.  Sedans and SUV’s also have tissues and magazines.  Limousines and Limousine Buses are set up with ice, bottled water, glassware, and napkins.  Normally, a cooler with bottled water is set up in mini coaches, vans, and executive vans.  Customers are welcome to bring their own snacks, beverages, and coolers.  Kegs, Styrofoam, glassware, or containers are not permitted on buses or vans.  Alcoholic beverages are permitted as long as every passenger in the vehicle is over the age of 21.  You may also request that we stock your vehicle with beverages and snacks of your choice (alcoholic beverages excluded) for an additional charge.

Airport Transportation FAQ

Where do I meet my chauffeur?

Your chauffeur will meet you at the pickup location designated on your specific reservation confirmation.  General pickup locations are as follows:

George Bush Intercontinental Airport (IAH) – Your chauffeur will meet you inside the terminal in the baggage claim area, holding a sign with your name displayed.  For international arrivals at Terminal E, your chauffeur will meet you in the international arrivals lobby after you clear U.S. Customs.

William P. Hobby Airport (HOU) – Your chauffeur will meet you inside the terminal in the baggage claim area, holding a sign with your name displayed.  For international arrivals, you chauffeur will meet you in the international arrivals lobby after you clear U.S. Customs.

FBO/Private Airports– Your chauffeur will meet you planeside as soon as your aircraft arrives.  Please make sure we have the tail number of your aircraft prior to your flight departing.

All other locations – Your chauffeur will meet you at the main entrance of the residence, hotel, or office building unless otherwise specified on your reservation confirmation.

What if my flight is early or gets delayed?

Our dispatch team utilizes the most up to date technology to track your flight and our reservation systems automatically adjust your reservation accordingly in the event of a delay or early arrival.  However, you must ensure that we have the correct flight number listed on your reservation manifest.  If your flight is cancelled, or you are switched to a different flight, contact our office to provide us with your new flight information.

I'm arriving at the airport, is there any waiting time included in my reservation?

Yes!  Airport reservations include a “grace period” to allow you to get from the plane, retrieve your baggage, and find your chauffeur.  For domestic flights, we include 30 minutes of waiting time.  For international flights, we include 45 minutes of waiting time.  For all international flights, we assess a $25.00 international arrival charge.  This charge will be waived for all passengers who have Global Entry, Clear, or any other expedited entry programs.  Please make sure to let your reservation specialist know if you are enrolled on any of these programs.

How do I know if my chauffeur has arrived? How do I find them?

For all service types, our chauffeur will be on location at or before the time indicated on your trip confirmation.  All passengers will receive an e-mail and SMS status notification letting you know when your driver has left our facility, and when they arrive.  We also will provide you with the chauffeur’s name and cellular phone number.  Your chauffeur can be located in the designated meeting area and will have a sign with the passenger name displayed.  If you are having trouble locating your chauffeur, contact our dispatch office at (832) 585-7338 option 1 and we will be happy to assist.

Point-to-Point/Hourly Transportation FAQ

Do you offer transfers, i.e. "drop-off and pickup" service for special events?

In most cases, minimum hourly rental terms will apply.  There are many advantages to this structure, especially for special events and occasions.  You have the same vehicle and chauffeur guaranteed for your entire service period.  Belongings and articles can be left in the vehicle, and you have unlimited stops as our chauffeur is made available to you ‘as directed.’  It is generally more favorable and relaxing to know that you have the vehicle at your disposal for the entire rental period.

What if I only need a one-way pick up and drop off service?

There may be instances and occasions where a transfer service is possible with the exception of peak demand dates and events.  A transfer is a direct, one-way pickup and drop off at a predetermined time.  Wait time, extra stops, and additional driving are not calculated in the pricing and would incur additional charges or revert the service to an hourly reservation if extensive.  It is best to review all details at the time of the reservation to determine what type of service will best apply.

Accounts/Billing FAQ

Do you offer corporate and personal accounts?

Lone Star Executive offers both corporate and personal accounts.  A credit card authorization form and other documentation will be requested to be completed and returned prior to setting up your account.  Large corporate accounts may qualify for billing terms, subject to credit approval.

How can I obtain a receipt?

Lone Star Executive Limousine can provide receipts for charges via e-mail once the job is complete.  If you use our web-based reservation system or our client booking app, you can also retrieve a receipt once the ride is completed and closed.  If you need to request a receipt, please send your request including your specific confirmation number to our accounting department at accounting@lonestarexecutivelimo.com and you will receive a receipt within 1 business day.

When will my credit card be charged? Is there a deposit? Can we pay cash?

When your reservation is made, your card will be charged a minimum of 25% of the reservation total, including any applicable gratuities and service charges.  If your reservation is within the cancellation period of the vehicle, the balance will be due in full at the time of the reservation.  All deposits are non-refundable and non-transferable.  Please note that some dates (Prom, homecoming, large events) may have different deposit and payment requirements.

Cash payments can be accepted.  All cash payments must be received at the beginning of the reservation.  The credit card on file will be pre-authorized, and any holds will be released once the cash payment is received.

Why do you charge deposits?

Deposits are necessary to ensure that our fleet is available to our customers.  When we reserve a vehicle for our customers, we do not make that vehicle available to any other client, it is held specifically for the customer making the reservation.  Because we may turn down other customers who want to reserve our services, we require a deposit to cover any potential losses due to cancellations, changes, etc.

Do you require a 'damage' or 'cleaning' deposit?

We require either a deposit upfront or a credit card guarantee for potential damage or excessive cleaning costs that could occur during the reservation.  Non-refundable deposits are required for alcoholic beverage consumption on all non-limousine style buses.