How do I book a trip?
First, visit our web app and sign-in securely using an Apple, Google, or Facebook ID (for invoice accounts, use your Fab Cars login).
Select a trip type and enter the trip details (date, time and locations). After, click Search Vehicles to see a list of vehicles available and select one before continuing to checkout.
At Checkout, ensure all details are correct before entering your personal details and payment information. As soon as you successfully checkout, you will receive a confirmation email with your driver and vehicle details. Your receipt will be included as a PDF attachment in this same email.
Can I add my vehicle to your app?
If you have a similar vehicle model to those on our current fleet of vehicles, you may contact us to discuss.
Please note that some restrictions apply and we do not accept requests from cities in which we do not currently operate in.
Why are there no results after I typed in my address?
Our app relies on Google Maps data which sometimes lacks accurate address information.
Try slowly re-entering the address and using the auto-suggest to determine if the address appears differently. If you still can’t find your address, please call us at +255764322227 to help set up your trip.
Can I get a quote for my trip?
Yes. In our app, enter your booking type, trip details and continue to checkout. Then, select Download Quotation to get a PDF quote. You can even save the trip by selecting Save Trip to return to it later.
Note that vehicle availability may change and saving a trip doesn’t count as confirmation.
Will my chauffeur help me with luggage?
Absolutely, your chauffeur will make every attempt to ensure you have a pleasant trip.
Do you have limousines?
No, however, we offer luxury saloon options such as the Mercedes S-Class which is the International Standard in luxury ground transportation.
The S-Class in particular is tailored in a way to deliver the smoothest and most luxurious limousine-like ride experience. For the same style but with more passengers, you might consider our Mercedes V-Class fleet.
My vehicle was different from what I booked?
In rare cases, the vehicle you booked might be replaced due to a last minute unexpected issue.
Replacement vehicles are assigned with priority towards delivery time to ensure your convenience and to ensure that you have a safe ride. If a lower vehicle class is dispatched, we will refund you the fare difference in fare.
Can I request a specific vehicle?
While vehicle availability is subject to demand, rest assured that we always offer you the highest-rated vehicle available.
However, if would like to discuss a specific request, please email us and we will try to accommodate it.
Are all your vehicles black?
While most of our vehicles are black, some of our vehicles are white or silver.
If you have a specific request, such as a wedding car, please email us so we can try and accommodate your request.
Do your vehicles have WIFI?
Our executive and luxury fleet all offer in-vehicle WIFI, so you can stay in touch during your trip.
When searching vehicles in our app, check to ensure it has a WIFI icon.
Can I charge my phone in your vehicles?
All vehicles include charging outlets for your devices, although some economy vehicles may not be equipped with the appropriate cables for your specific device.
If you have the required cable, your chauffeur will gladly plug it in. If you do not, ask to your chauffeur for assistance as they are always ready to help with a solution.
Why is my vehicle’s registration different from the confirmation email?
Upon booking confirmation, we automatically assign you to a chauffeur and vehicle, including the vehicle make, model, and registration number.
However, most of our partners are fleet owners and in rare cases may deploy a similar replacement model. If, for any reason, you feel that your vehicle is not satisfactory, please email us for a review.
Can I drink and eat in the vehicle?
Although some models offer complimentary water and sweets, we ask for your courtesy in helping keep the vehicle as you found it.
Are your vehicles smoke free?
We maintain a smoke-free environment, which is why all our vehicles prohibit smoking.
For smokers, please inform our chauffeurs if you want to have a smoke break and they will gladly stop at your request.
How new are your vehicles?
We do our very best to source the latest vehicles, however, in smaller cities your vehicles may be older due to limited supply.
Nonetheless, we have taken every step to ensure that every vehicle, old or new, is clean, safe, and in good working order. If you feel that your vehicle isn’t satisfactory, please email us.
Can I ask my chauffeurs to use a different route?
We strive to help you reach your destination as quickly and safely as possible. If you have a preference on a different route than your chauffeur, feel at liberty to advise them on your desired route.
Please note that the price of your trip is subject to change based on the distance of your final route.
How can I contact my chauffeur?
You can find your chauffeur’s phone number in your booking confirmation email.
All chauffeurs can be reached via SMS, Phone and WhatsApp. Should you not be able to reach your chauffeur, you can contact us at +255764322227 and we’ll get in touch with them on your behalf.
What’s the attire for your chauffeurs?
Our chauffeurs are usually dressed in a dark suit.
However, in tropical cities they may follow a professional dress code akin to hotel staff at beach resorts.
Should I tip my chauffeur?
Your fares are all inclusive, which includes fair compensation to your chauffeur.
However, you may elect to tip your chauffeur at your own discretion as a courtesy to their dedication.
Can I request a specific chauffeur?
In your profile, you can select a preferred chauffeur from your previous trips to have our system try to assign your future bookings to them.
Please note that requests are subject to availability and dependent on the vehicle class you have booked. Further, this feature is still in BETA-testing and may not appear for all users.
What kind of training do you give your chauffeurs?
Our chauffeurs are trained in accordance with company policies, procedures, best driving practices, brand adherence, and customer service.
We also frequently update our chauffeurs with new guidelines, customer feedback and general policies. All chauffeurs are vetted and have completed training in VIP Driving from a Government or Private Training Institute.
How do I leave a rating for my chauffeur?
Currently you cannot rate your driver, but if you have feedback regarding your chauffeur we encourage you to email us.
Your feedback is used to help improve our driver experience and further personalize your service.
Can I extend my booking?
If you’d like to extend your booking and keep the same vehicle and driver, please call us at +255764322227 so we can try and help you arrange the same pairing.
Please note that due to demand and prior bookings, we may not be able to allocate that specific vehicle and driver pairing.
How many hours are in a full day booking?
Full-day bookings are equivalent to 12 hours and half-day bookings are 6 hours.
While full and half-day rates are fixed, they are discounted relative to the vehicle’s standard hourly rate.
Can I ask the driver to come back later and it not count against my hours?
Unfortunately not. Our hourly and daily booking service is continuous from your start time.
All chauffeurs will only commit to one customer at a time and never accept other bookings between your trips.
Can I keep the vehicle after an airport transfer?
Full day bookings receive the benefit of a complimentary airport transfer. However, if you only booked an airport transfer, you will need to create a new booking to keep the vehicle.
Please note that while every effort will be made to keep the same driver and vehicle pairing, we may not be able to guarantee that due to preexisting bookings.
What’s the maximum number of hours I can book?
Our full day rate is inclusive of 12 hours. Should you want to book the vehicle for 24 hours, please note that a mandatory driver change (every 12 hours) will be imposed.
Also, 24 hour bookings will be billed as a two-day booking.
Why do I have to pay for car parking?
Airport parking fees are always included in our rates, however other venue parking fees, such as malls or event venues, are not.
If possible, we encourage you to arrange a convenient time or meeting point with your chauffeur to avoid additional charges.
What if I’m running late?
We offer a 15-minute grace period to give you time to meet your chauffeur. If you’re running late or need more time, we encourage you to call us at +255764322227 to make changes to your booking.
Note that your vehicle’s allocation might not allow us to go beyond your scheduled booking time.
Why should I provide my flight number?
Providing us with your flight number allows us to track your arrival and ensure your chauffeur arrives when you do.
If you forget to provide a flight number, please email us to add it to your booking.
How much luggage can I bring?
When booking online, you will see each vehicle’s maximum luggage and passenger allowance. We strongly ask you comply with these limits for your safety and optimal ride comfort.
If booking through phone or email, we urge that you ask before confirming your booking.
What are your waiting times?
Each airport pickup includes 60-minutes of waiting time. However, during this COVID-19 period, we have extended our waiting times to allow for different health and safety protocols that add delays.
If you notice extended delays upon arrival, we encourage you to contact your driver. For more information, visit our Terms and Conditions.
For regular trips, we provide 15-minutes complimentary waiting. We encourage you to contact the chauffeur in case of any delays, as he might not be able to extend the booking beyond the scheduled time.
Where will I meet my driver?
For arriving passengers, your driver will meet you in the arrival hall with your name on a name board.
If you’ve booked our VIP or VVIP Meet & Greet service (only available at some airports), you will be met with a concierge team member at the aircraft door, who will coordinate your arrival and pickup.
For departing passengers, your driver will call or text you upon arriving at the specified pickup address.
What if my flight is delayed?
Using your flight number, our dispatchers track your flight to ensure that your chauffeur arrives at the airport when you do.
To allow for this seamless service, always enter your Flight Number when booking. If you forgot to enter a flight number, please contact us to add it to your booking.
Which airports do you currently serve?
Currently we operate service in 14 airports across East and Southern Africa, namely:
Kenya: Nairobi (NBO)
Rwanda: Kigali (KGL)
South Africa: Cape Town (CPT), Durban (DUR) and Johannesburg (JNB)
Tanzania: Arusha (ARK), Dar es Salaam (DAR), Dodoma (DOD), Mbeya-Songwe (MBI), Moshi (QSI), Mwanza (MWZ), Kilimanjaro (JRO) and Zanzibar (ZNZ)
Uganda: Kampala (EBB).
New service locations are updated regularly. For updates, sign up for our mailing list.
Why was I charged differently from my invoice?
Charges are only in the amount stated on your invoice. You may see a different charge either for using a non-USD payment method or if your bank charges additional fees for currency conversion or transacting online.
Please contact your financial institution about the specific charge to better understand those charges.
Are your prices fixed?
Our prices are fixed throughout the day and all year, so you can rest assured that you’ll always pay the same rates. No surge, no hidden fees.
In which currency will I be charged?
All charges are done in USD.
We display a currency converter on the Checkout page for estimation in local currencies. Please note that your bank or credit institution’s exchange rate may vary and charge additional fees for transacting online.
Do you have a rate card?
Yes, see our airport transfer rates and hourly/daily rates.
Can I make multiple day bookings?
Yes, set Daily as the booking type and then select your start and end dates before clicking ‘Search Vehicles’ to see pricing.
Discounts are automatically applied based on the length of your itinerary. Note that pricing is calculated based on a full day rate, which is equal to 12 hours and 100-kms per day.
If you would like to discuss a specific itinerary, please email us.
What are your minimum charges?
Our economy minivans minimum charges are $10 (for trips or hourly).
Other vehicles will start at a 2-hour rate which can vary based on the vehicle model and city.
Do your prices include tax? Are there any additional charges?
No, our all-inclusive pricing includes all taxes and associated charges.
Can I add my company’s information to my invoice?
During checkout, click ‘Add Invoice Detail’ to add your company name, address, and tax registration details. For your convenience, this information will be automatically saved for your next rides. For more information about storing cookies, please see our Cookie Policy.
Do I get a receipt?
Your receipt is included as a PDF attachment in your booking confirmation email. You can download another copy by visiting your profile and clicking on the trip under the Past Trips tab.
I can’t find my driver. What should I do?
Contact us at +255764322227 so we can quickly help you locate your driver. If possible, remain at the meeting point and have access to the phone number you provided in case your driver was delayed or is also looking for you.
Do I have to wear a mask?
While none of the countries that we operate in mandate wearing a mask, we strongly encourage you do so. Your chauffeur may provide a complimentary mask so you can safely enjoy your ride.
Will my chauffeur wear a mask?
Although wearing a mask is optional in the countries we operate in, we leave it to our chauffeur’s discretion after providing them with useful information and updates from the Ministry of Health and World Health Organization. However, to prioritize your safety, your chauffeur will gladly wear a mask during your journey if you would like.
What are your COVID-19 measures?
Safety has always been our top priority. To reassure you of our commitment to your safety in light of COVID-19, we’ve provided drivers with face coverings and cleaning solutions to treat high-touch points inside and outside of the vehicle. While it is not mandatory to wear face coverings, you can request that your chauffeur wear one.
What payment options do you accept?
Online, we accept Apple Pay, Google Pay, PayPal, as well as credit and bank debit cards (American Express, MasterCard and VISA logos).
When booking over the phone we can also accept Vodacom M-Pesa (note: we do not accept cards over the phone).
For registered accounts, we offer 30-day invoice billing for seamless bookings. At checkout, the Invoice payment method will be selected by default. You can email us to see if you or your company is eligible.
How do I cancel a booking?
Log into your profile and click “Cancel” next to your trip listed under Upcoming Trips. You will receive a confirmation email of your cancellation. Please note that cancellations must be done 60 minutes prior to the pickup time, otherwise you will need to call an agent.
How far in advance can I book?
Our app accepts bookings up to 3 months in advance, so you can plan early. Early bookings are also allocated the top-rated vehicles and qualify for upgrades when possible.
What will I receive after booking?
Once your trip is booked, you’ll instantly receive a confirmation email with your driver and vehicle details. If you haven’t seen an email, check your Spam or Junk folders before contacting us. You can view or cancel your booking anytime through your profile.
How do I apply a promo code to my booking?
Promo codes are only available for online bookings. You can enter your promo code on the Checkout page under the Promo Code field.
Ensure you are entering the code correctly before clicking Apply. If successful, the discount will be applied and you will see a success indicator under the field. Please note that you cannot enter multiple promo codes.
Can I add my company information to an invoice?
If your invoice is already generated, please email us to request changes.
Otherwise before confirming a booking, click ‘Add Invoice Details’ on the Checkout page to customize your invoice. These details will be saved for future use, but you can edit them at any time.
Can I change my booking?
For changes on confirmed bookings, please contact us with your booking number and our account managers will help you with any changes. If changes are made, you’ll receive another confirmation email with the updated information.
You can also just cancel your booking through your Profile and book a new trip.
Can I book long distance rides?
Yes. Select Trip and enter your Start and End Address. The price will automatically calculate based on the distance and time.
If your trip will include overnight stays, contact one of our account managers for additional details and fees.
What is your cancellation policy?
To provide flexibility to our customers, you can qualify for a full refund by cancelling your booking up to 1 hour prior to the start of your trip.
For full and half day bookings, you must cancel within 24 hours.
What are your rates?
Our trip rates are calculated by distance and time elapsed to reach your destination. Airport transfers rates are fixed to the nearest city center (usually 30kms). See here.
Our hourly rates are determined by the multiple of the vehicle rate and number of hours, discounted at 6 and 12-hour intervals (half and full day). See here.
Note that vehicle rates may differ in different cities and-or countries.
