Frequently Asked Questions
 
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Q 1 How do I pay for the vehicle?
A.
The payments has to be made in the following ways:

1. Advance payment will be taken online at the time of booking (i.e. 300/- for Economy/Standard segment &500/- for Luxury/Premium segment cabs for garage to garage and 100/- for point to point) by credit / debit Credit Card.

2. Balance payment will be collected directly by the driver at the drop-up location by cash (or by Credit/Debit Card, if such facility is available with the driver).

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Q 2 What is the procedure for calculating the payment?
A.
1. In case the service is within the specified limit the customer will pay the specified price.

2. In case of extra km / hrs the customer will be charged as per the fare chart. The driver will collect all extras either in cash or in card from the customer.

3. Upon completion of the journey the driver will take signature of the guest. For the purpose of calculation the driver will keep duly signed and stamped fare chart with him and will be required to show this to customer as and when required. The driver will issue a duty slip cum invoice to the customer.



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Q 3 Can I reserve a specific model of car?
A.
e always note your preference while you book a car and make every effort to meet your preference. However, it is sometimes difficult to guarantee a particular model. In case you do not get your preferred choice, you will receive a car within the same car category.
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Q 4 Can I have the vehicle from one of your locations and return it elsewhere in the country?
A.
No.
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Q 5 Who pays for the cost of fuel?
A.
The cost of fuel/oil is included in the rental charges.
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Q 6 What other taxes do I need to pay?
A.
You need to pay parking, toll tax, border tax and other government taxes and levies as applicable depending upon the type of journey.
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Q 7 How much deposit do I have to leave to hire a car at the time of booking?
A.
Rs.100 for Point to Point service, Rs. 300/- for Economy/Standard segment &500/- for Luxury/Premium segment cabs will be charged to hire a particular car.
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Q 8 What do I need to pay in case I travel outside the city municipal limits?
A.
In case of outstation usage, a minimum billing of 225 / 250 km (as per the service provider chosen) per day will be applicable. In case actual distance travelled is more than minimum billing then actual distance would be applicable. You will also have to pay for chauffeur halt charges (as per service provider) and border taxes.
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Q 9 What is the shortest time in which I can book a car before I travel?
A.
Car rental bookings should be made online 24 hours prior to travel and advance booking can be made 90 days ahead of the scheduled travel.
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Q 10 Do I have to carry any evidence related to booking that I have made online?
A.
While doing the online booking a unique confirmation number will be generated along with transaction ID, you will have to take the print out. It will have all the details along with additional details like the help line number of service provider and standard meeting point etc.
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Q 11 .If a car doesn't reach a pickup point or is late, what do I do?
A.
We ensure that the car reaches your pickup point before time. We also make every effort to provide you the car number, driver name, driver mobile number, place of meeting and helpline numbers before hand through SMS, so that in such situations, you can locate the chauffeur by calling on his mobile directly. However, in case you are unable to locate car chauffeur, please dial the help line numbers. Confirmation.
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Q 12 What will happen in case my Train/flight gets delayed? Will the chauffeur wait for me? Will I be charged?
A.
We always ask for an incoming Train / Flight number in order to track your Train / Flight in case of delay. Your rental vehicle will be kept for you if your flight is delayed. The chauffeur will only wait for 1 hour after the scheduled pick up time given by you. In case the Train/flight is delayed by more than an hour, arrangements can be made for someone to meet you but this will incur extra charges. In case a customer is delayed and informs the driver or service provider, about his delayed status, the service provider will attend to his request after informing the guest of price implication arising out of extra hrs / kilometer involved.
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Q 13 Where will customer contact for cancellation of cab booking &how much time before the actual pick up time?
A.
Cancellation will be allowed upto same day prior to the pick-up time as per the cancellation rules. The user will have the option to cancel the booking online at IRCTC website.
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Q 14 What in case of breakdown of Vehicle?
A.
1. The customer will be promised a suitable replacement within 30 minutes. In case of breakdown he has to wait for stipulated time. Beyond that he will be entitled for refund of his advance deposit if he desires.

2. In case of outstation duties the customer will be informed by service provider about the suitable replacement and time taken. If he agrees then ok, otherwise the customer will only pay 50% of per kilometer rate for the kilometers traveled.
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Q 15 Can customer make modifications in his bookings?
A.
Modification will be permitted 4 hrs prior to the pick-up time. The extent of modification would be change of time only.

Q 16 What are the cancellation charges for reservation?
Cancellation Rules Cancellation Charges
Cancellation 3 days prior to the pick up
No Cancellation Charges
Cancellation within 1 to 3 days prior to the pick up
Cancellation charges equivalent to 50% of advance amount paid by customer i.e. 300/- for Economy/Standard segment and 500/- for Luxury/Premium segment cabs (cancellation amount Rs.150/- and Rs.250/- respectively).
Same Day
100%
Q 17 How will i get the Refunds for the cancelled booking?
A.
The refund procedure will be as follows:
1. Refund will be given after due verification of cancellations from the service provider.

2. Refunds will be given on the same Credit/Debit card through which booking has been made.

Q 18 In case of an emergency who will be contacted?
A.
Customer can contact Car Service Providers Helpline numbers as shown in ERS slip.

Q 19 How will the cases of overcharging by the driver will be inquired how?
A.
Customer can call Car Service Providers HELP LINE No. to lodge his complaint. Service provider will give a copy of the complain and action taken on it to IRCTC.

Q 20 What will customer do if driver has changed?
A.
In case of change of driver the Car Service Provider will SMS / phone call to customer and will give Driver Name, Driver Mobile no. &Car no. to the customer.

Q 21 In case of an emergency who has to be contacted?
A.
Car Service provider helpline number as given in ERS slip.
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