Help
How can we help?
Answers about booking, airport transfers, pricing, payments and cancellations.
Booking
How far in advance should I book?
Scheduled rides and airport transfers need some notice; the booking form tells you if a pickup time is too soon. For airport transfers we recommend booking at least a few hours ahead to secure your preferred class.
Do I need an account to book?
You sign in with your UAE mobile number when you book: we text you a code, and your account is created when you verify it. There is no password.
How will I identify my chauffeur?
Before pickup you receive your chauffeur’s name and the vehicle plate. You can follow your ride on the tracking page from your confirmation.
Can I make multiple stops?
Yes. Add stops when booking in the app, or book a chauffeur by the hour and stop wherever you need.
Are child seats available?
Yes. Certified infant, child and booster seats can be requested when you book, for a fixed fee.
Airport transfers
Where does the chauffeur meet me at the airport?
At your terminal's arrivals pickup point, after baggage claim and customs. With Meet & Greet, added when you book where offered, inside the arrivals hall with a name board.
What if my flight arrives late or early?
We track your flight, and your pickup follows the actual landing time, with no extra fee for delays.
How much waiting time is included?
Every airport pickup includes free waiting time after touchdown, for immigration and baggage.
What if passport control takes longer than the free waiting time?
Message your chauffeur or our dispatch team. Waiting beyond the free time is charged at a clear per-minute rate.
Which UAE airports do you serve?
Dubai International (DXB), Al Maktoum (DWC), Abu Dhabi Zayed International (AUH), Sharjah (SHJ) and Ras Al Khaimah (RKT).
Pricing
Is the price fixed?
Yes. You see one all-inclusive price before you confirm, and that is the fare for the trip you booked. Salik tolls, parking and waiting past the free time, if any, are added after the ride at cost.
How are Salik tolls and parking handled?
Salik and terminal parking pass through at the actual government cost, with no markup, and are itemised on your receipt.
Are there hidden booking or card fees?
No. The price you see includes all applicable taxes and service charges.
Is VAT included in the price?
Yes. UAE VAT is included in the price and shown on your tax invoice.
What currency are rides billed in?
UAE dirhams (AED). International cards are charged at your bank’s exchange rate.
Payments
How do I pay?
Online bookings are paid by card. Corporate accounts on monthly terms are invoiced.
When is my card charged?
A hold for the fare is placed when you book, and the final amount is charged after your trip.
How do I get my tax invoice?
A tax invoice is emailed to you after your ride.
Can I tip my chauffeur?
Yes. Tips are optional, can be added after the ride, and go 100% to your chauffeur.
Cancellation and accounts
What is the cancellation policy?
Cancellation is free up to a set time before pickup, which depends on the booking and is shown when you book. An on-demand ride is free to cancel until a chauffeur accepts it, and for a short time after. Within the window any card hold is released in full; after it, a cancellation fee applies.
What if my flight is cancelled by the airline?
If your flight is cancelled before departure and you tell us promptly, we cancel your booking without penalty.
How do hotels partner with drivoo?
Hotels register for the concierge portal to book for their guests and earn partner commission.
Do you offer monthly invoicing for companies?
Yes. Approved businesses get a corporate account with consolidated monthly invoicing.
How can fleet operators join drivoo?
Licensed limousine companies apply online with their fleet registration (Mulkiya) and the limousine permit for their emirate.