Frequently Asked Questions
At Royale Limousines we specialise in chauffeuring executives – VIP clients who deserve VIP service. We’ve been doing it since 1989 and nobody does it better. Whatever you need, wherever you’re going, just sit back, relax, and leave it to the expert drivers in our luxury fleet – the professionals with the personal touch.
What areas of Australia do you operate in?
We have offices conveniently located in Sydney, Melbourne, Brisbane, Canberra, the Gold Coast, and Adelaide. We also have affiliates Nation-wide and globally so we can take care of your chauffeured car hire and ground transport needs at any location in Australia, as well as New Zealand, London and New York.
What are your business hours?
For your convenience, we operate 24 hours x 7 days x 365 days per year.
What terms & conditions are associated with your bookings?
Are there any hidden charges?
No. When you book Royale Limousines chauffeured car hire service, you will be provided with a fixed price which includes all taxes, toll fares and parking fees. Any waiting or extra time rates will be advised at the time of booking and charged in 15 min increments.
Do you provide chauffeur only service?
Yes: We can supply drivers only for special events.
Can you provide seating for children?
Yes: Safety is our highest priority. We can provide child restraints which meet legal regulations, including baby capsules/seats, booster seats or you are welcome to use your own. Please pre-arrange your requirements at the time of booking.
Are we allowed to eat, drink or smoke in the vehicles?
Yes: you are allowed to eat and drink in our vehicles. However, alcohol can only be consumed in our stretch limousines. Smoking is not permitted in any of our vehicles. Please pre-arrange your requirements when booking, including ice.
Are drinks provided or can we bring our own?
For weddings and specific promotions, drinks are complimentary. Otherwise you will need to pre-arrange drinks (alcohol or otherwise) when booking. You are also permitted to bring your own drinks and glasses can be provided if requested; there are no BYO charges.
What is the luggage capacity of your vehicles and do they take trailers?
Please be aware that our limousines and sedans may not fit luggage for 4 people or those with lots of luggage. It is not possible to store the luggage between seats and trailers can not be provided for either our limousines or sedans. For those with lots of luggage, we would recommend one of our luxury coaches and a trailer can be provided at no extra cost. Let us know if you require help in transporting your luggage.
What payment methods do you accept and when is the charge made?
We accept payment by EFT, credit card, cash, cabcharge or cheque. Payment is required in full to secure your booking and prior to dispatching the chauffeured and car.
Should I tip my chauffeur?
Royale does not add a gratuity to our booking fees. Tipping is appreciated and welcomed and is completely voluntary and the amount should be based on the clients’ satisfaction with the Chauffeur and Royale service. Tipping can be done personally or added to the invoice upon request.
What are your harassment and bullying policies?
Royale Limousines is committed to providing a safe and healthy work environment in which all workers are treated fairly, with dignity and respect. Workplace Harassment or bullying is a risk to the health and safety of the workplace. It is unacceptable and will not be tolerated by Royale Limousines.
Our policy outlines Royale Limousines commitment to a safe workplace and is aimed at ensuring, so far as it reasonably can, that employees, contractors or customers are not subjected to any form of harassment while at work. It also details the legal responsibilities of Royale Limousines employees and contractors in relation to preventing bullying in the workplace.
How does harassment or bullying apply to our customers?
The policies apply equally to our customers, we recognise the responsibilities of our chauffeurs provisioning services to our client and for our customer service team interacting with external customers.
Chauffeur must understand the additional risk their duties expose them to on a daily basis. Chauffeurs provide services to a broad range of customer age, culture and purpose. We value our customer privacy – its ok to have general conversation with our clients. Over and above the principles to co-workers apply, they equally apply to our customers, additionally chauffeur’s need to observe the following:
- Under no circumstances should comments on a person’s appearance be made;
- Do not ask question about marital or relationship status;
- Do not engage in any sensitive political or religious topic;
- RL also prohibit discrimination against riders or drivers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law.
- Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics.
- Minors are not permitted to travel alone with a chauffeur unless accredited.
Any rider or driver found to have violated this prohibition will be immediately suspended until a full investigation conducted.
Royale Limousines has a mandate to ensure the safety and wellbeing or our chauffeurs and drivers, customers have the same responsibility as our employee and contractors under the principles of the Australia human rights commission.
Any incident reported by our drivers in regards to a customer will be investigated and if sufficient evidence can be established the rider will be suspended indefinitely.
Are chauffeurs and drivers obligated to participate in any form of training?
All Royale Limousines chauffeurs, drivers and administrative staff participate in compulsory Work Health and Safety (WH & S) training. This online training process is hosted by the SAP Litmos online Training Platform and it is compulsory for all chauffeurs and drivers. It demonstrably meets and/or exceeds the minimum requirements of all Australian state jurisdictions in which we operate. It covers as a minimum, (but is not limited to): Sexual Harassment, Bullying, Fatigue Management, Vehicle Safety and disability support training. It is all competency-based self-paced learning, created and monitored by a Certificate 4, Workplace Trainer and assessor. They also compulsorily participate in soft-skills training modules in the areas of: Handling Difficult Customers, Customer Satisfaction, and Communication Skills. All of the WH & S training must be completed annually.
All new chauffeurs and drivers must also take part in a compulsory two day induction which includes and is not limited to:
- Client journey experience
- In-house communications systems (e.g. Royale App)
- Frequently visited destinations
- Vehicle preparation and safety
- Standards of personal appearance
- Trip planning/navigation
Are we allowed to stop to take photos?
Yes: Customers are permitted to request stops for taking photos and this time will be included in the total journey time for pricing purposes.
How do I get a quote for a service?
You can request a quote for a service by submitting our online request a quote form or by phoning us. We provide the option for customers to request quotes for multiple vehicles, provide details of any special requests, specify any return journey details or additional journey pickups and dropoffs.
What if I need to cancel my reservation?
A cancellation without financial penalty is allowed up to 24 hours prior to the scheduled pickup date and time. Please refer to our Terms & Conditions.
What is the minimum time when booking chauffeured car hire?
Minimum hire time is 2 hours for tours or weddings. Extra time charges apply in 15 minute increments. Direct transfer rates are available for point to point transfers.
What do we do if we are not sure what time we will be finished to return home?
You can make a tentative return pick up time and call our Customer Service Centre on the night (approximate length of time it will take us to get there).
How much waiting time do you include?
We allow 10 minutes of waiting time for general transfers. For airport transfers, we allow 30 minutes waiting time after flight landing for domestic flights and 60 minutes for international flights. If passengers are arriving on different flights, then the waiting time starts after the first flight lands. Alternatively you can request a suitable time for group pickup when booking.
What should I do if my plane is running late?
Provided you have supplied your flight number when booking, you need not be concerned if your flight is running late. Our Operations Team will monitor flight arrival times and dispatch your chauffeur and hire car accordingly.
How do we find you at the airport?
Check your booking confirmation for chauffeur meeting point at various airports. For domestic flights, collect your luggage and proceed to the chauffeur meeting point near exit doors or kerb side. For international flights, chauffeur will be waiting at the appropriate arrival gate.
Alternatively we can arrange to meet you at a particular location if preferred. The chauffeur will hold a sign bearing the passenger, group or company name; alternatively you can specify what the sign needs to read.
What do you offer for weddings?
Our premium wedding services includes uniformed chauffeurs, red carpet, white ribbon on the front of the car, champagne and bottled water. Please speak to us about any special requirements you may have.
Do you offer vouchers?
Yes: Let us know the occasion and message for your gift voucher when you make your booking. Vouchers are issued with an expiry date.
Do you take passengers who require wheelchair assistance?
Yes: Our vehicles will usually fit a collapsible wheelchair. Mobility vehicles with ramps are required for non-collapsible wheelchairs and motorised scooters. Please advise your requirements at the time of booking.
Do you have a career site?
Yes, we do! Please click here to view our current openings.