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Help Center

Everything you need to know about the service.

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Frequently asked questions 

  • What if my flight is delayed?
    We do our best to accommodate flight delays, but we do not take any responsibility for any major unreported flight delays or diversions.
  • Can I modify my reservation?
    Yes, with advanced notice and depending on availability. We can update your reservation after we ensure that it doesn’t overlap with other existing bookings. Contact us at: +1 (202) 787-3922 to inquire about a reservation change.
  • What’s the payment procedure?
    A secure payment link will be sent to you after your reservation has been confirmed. For corporate accounts, we use the card on file for payment, or pursue a NET 15 billing process.
  • Can I book transportation for a special event that includes multiple pick-ups and drop-offs?
    We can provide pick-up and delivery services for your upcoming special occasion. However, you'll be charged hourly for this. The benefits of using our business for this service include the ability to keep your belongings in the car, a consistent chauffeur during the day or evening, and limitless pick-ups and drop-offs.
  • What if my flight is early?
    We will always strive to get a driver to you as quickly as possible.
  • Is smoking allowed in the car?
  • What’s the difference between luxury and business class vehicles?
    Business class vehicles are vehicles in the range of Cadillac XTS, Chevrolet Suburban -and the luxury class vehicles consist of cars such as Cadillac Escalade ESV or Mercedes Benz S Class.
  • Airport meet and greet point
    For airport pickups, we will send you the airport pickup instructions 24 hours prior to your trip.
  • Do I need to call to confirm my reservation?
    Not necessary. We will send you the confirmation for your reservation immediately, and follow up with a reminder email 24 hours prior to your trip.
  • What if my booking details are incorrect?
    We verify your information multiple times to ensure accuracy. If you notice any mistakes on your booking, we recommend contacting us immediately.
  • How will I know when my ride is ready to pick me up?
    You will be notified by text or/ and email notification when your chauffeur arrives. Our chauffeurs always arrive 15 minutes before the pickup.
  • Do I need to have an account to book a reservation?
    No, you can book a reservation throughout all our communication channels. Online, by phone, email or text messages.
  • Do you have car seats available for infants and toddlers?
    Yes, upon request, we can provide car seats. You can request child car seats while making a reservation. (Additional fee will be applied)
  • What if my flight is canceled?
    Our cancellation policy remains in effect. We recommend notifying us of any flight status changes as soon as possible.
  • Can I request a specific driver?
    Yes, you can request a specific driver that has previously serviced you before. We prioritize the preferred chauffeurs first if their schedule allows it.
  • Hourly or one-way, which one do I choose?
    If what you need is a ride from point A to point B, a One-way is the proper type of service you need. But If you need to Travel from point A to point B, and make stops in between, or need the chauffeur to wait for a certain period of time, an Hourly service booking is the right choice.
  • What is a Round-trip?
    A round trip is a two one-way trip.
  • What is a One-way trip?
    A journey which starts in one place, and goes to a destination but doesn't include a return journey.
  • What is an Hourly trip?
    A trip by the hour with a two-hour minimum, that enables clients to keep the chauffeur and vehicle at disposal for a pre-defined duration.
  • Is gratuity included in the estimated total?
    We are a non-tipping service provider.
  • What are your rates?
    The cost will vary based on the customer request. If you need a quote, please contact us at
  • What is positioning time?
    The time required to move a vehicle from one location to another in order to perform a specific task or service.
  • What is a flat rate?
    Flat rate pricing involves charging a single, fixed rate for a particular service. This fee does not fluctuate regardless of the time or effort it takes to complete.
  • What is an airport fee?
    A charge imposed by some airport authority to access the arrivals and departures areas.
  • What is STC?
    STC represents all payment related fees which includes credit card fees, and Net15 payment processing fees.
  • What is a distance rate?
    We adopt a distance based pricing to calculate the cost based on the distance traveled or the distance between two locations. Distance is automatically calculated and rates change depending on the vehicle type.
  • What is a base rate?
    The rate of pay per unit of time, such as per hour, per piece, or for work performed at an established standard rate.
  • What is service charge?
    An additional fee added to the base price of a service to cover the cost of providing the service.
  • Credit Card
    Less complicated process, however, your reservations will appear as various transactions on your credit card.
  • Direct billing
    A credit agreement between your company and Monumental CLS. Employees use one account number to settle all reservations.
  • What’s your privacy policy?
    To learn more about our privacy policy please visit:
  • Can I delete all my personal data from your database?
    Yes, you can request a personal data erasure at or give us a call at +1 (202) 787-3922.

Further questions?

Can't find what you are looking for? Please chat with us or send an email to our customer care agents and they will get back to you within the hour.

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