Viae Group

FAQ For Chauffeurs

About Customer Expectations

Disclaimer: This webpage is for educational purposes only. This presentation’s opinions or points of view represent the presenter’s view. They do not necessarily represent the official position or policies of the Viae Group or any of our members. Nothing on this webpage constitutes legal advice or training material.

What do Passengers need from Chauffeurs?

A Well-rounded chauffeur possesses skills that go far beyond driving. A chauffeur must have excellent communication and interpersonal skills to interact with customers. The Chauffeur is the customers’ first contact, and first impressions are lasting impressions.

A professional Chauffeur:

  • Anticipates the needs and desires of our customers and fulfills these needs
  • Delivers on-time, courteous service each time.
  • He knows the vehicle’s provided well and can troubleshoot issues as they arise.
  • Knows alternate routes to destination to avoid traffic and to arrive on time.
  • Offers more than just a great ride.

Chauffeurs take ownership of each trip assigned; thinking like an owner includes these benefits:

  • Better your job performance
  • Increased customer satisfaction
  • Increase extra gratuities
  • Customers will require additional services for future bookings
Why My Dress Code Is Important?

We offer rides from multiple Limo companies to independent operators matching their passenger expectations with one of our service classes, Economy, Business, & Executive (Or First Class).
Your dress code is one of the factors our algorithms use to assign your service to clients; the other factors are vehicle type, experience, and passenger ratings.

A traditional Limousine company expects drivers to dress like our executive class, so if you want to do more business with other companies, we recommend adopting an executive class dress code.

Things a Chauffeur Should Carry in the vehicle
  • Small notebook
  • Extra pens
  • Calculator (Cellphone)
  • Flashlight (Cellphone)
  • Dry Erase Marker
  • Hand sanitizer
  • Sewing Kit
  • Extra napkins, Paper towels, & Tissue
  • Glass cleaner
  • Cash for incidentals
  • Maps/GPS or both
  • Corkscrew/bottle opener
  • Breath mints
  • Individual-wrapped Tylenol, Tums, and Pepto-Bismol
  • First aid kit including non-Latex globes
  • Fire extinguishers and flares
  • Small plastic bags
  • Air freshener
  • Individually packaged toothbrushes
  • Comb/Brush
  • Shout wipes or spot remover stick
  • In-car 2 Cellphone chargers (1 for iPhone and 1 Samsung phone)
  • Bottle of water
  • Two umbrellas
Affiliate Work (Executive Service Drivers Only)

Affiliate Jobs or Farm-in work is described as Rides that Viae Group has entrusted with clients/guests) from other limousine services worldwide.

Your Client is the Affiliate that sends you the Job Offer, and their expectations are different from regular passengers.

  • Under no circumstances shall the Chauffeur give them any business card, or brochure.
  • Identify yourself as a contractor that represents the passenger limo company
  • It is imperative to update statuses using the app and in some circumstances interact with the Affiliate dispatchers team.

If signage from the farm-out company is not available, cover with your hand our company name and logo when you hold it (don’t forget to write the company name on the upper left side

What Time Should I arrive at Pick up Location and update the status "On Location"?

10′-15′ earlier is a perfect time, sometimes for an airport arrival, hotel, or corporate address Pick up 30′ is ok.

Should I open the door for passengers?

Passengers using limo services expect drivers to get out of the car, open the Door and assist passengers with their luggage. Doing this will increase your chances of getting extra gratuities and good reviews.

  • Open the door first, then secure the luggage in the trunk.
  • Do not insist if clients refuse help with luggage or doors
  • Do not shake hands unless the passenger makes the first move.

Is it Ok to Bail Out?

Is it OK for:

  • Only for real emergencies.
  • Mechanical breakdown.
  • Medical issue.

 It may change your service profile:

  • I have a better job offer.
  • I forgot my favorite team is playing.
  • It happens very often.

We do not penalize drivers for bailing out. However, depending on passenger preferences, our algorithm will adjust your service profile and may not send some future scheduled rides. (Does not affect last-minute ride offerings).

How do I know when accepting a second or third job on the same day is ok?

You can accept more job offers considering the following:

A) Safety

  • How is the weather?
  • Are You Tired of feeling sick?    

B) Availability

  • If there is any doubt that you can provide the service on time is better to say no. (never to take a risk)
  • Do you have more trips at the same time?

C) Price

  • The price offered matches or exceeds my price list or expectations.
How To calculate times between rides?

If you have 2 consecutive trips consider the following when calculating travel time between the first trip drop off and 2nd trip pick up :

1st trip Passengers can ask to wait for them for up to 1 hour. (We add Waiting times fees).

Flight can be delayed or arrive earlier up to 1 hr. and we adjust the time automatically.

Please avoid incidents, and alert our dispatchers ASAP if there is a minimum risk of being late, so we can find alternatives or alert clients.





  • The Luxury Limo Business
  • Chauffeur Dress, Demeanor, & Preparation



  • The Vehicles
  • Trip Assignments



  • The ABCs of Safe Driving
  • Creating Winning Relationships on the Job

Bonus 1

Automix: Rolls-Royce

  • How to Meet Passengers (Handshake?).
  • Improved Driving Skills.

Bonus 2

Chick-Fil-A: Every Life has a Story

  • Valuing the lives of our customers.
  • Interaction with people.