Faq - Frequently Asked Questions
Welcome to OnWay's FAQ page. Here, you'll discover the questions most commonly asked by our customers regarding chauffeured services In São Paulo throughout the years. We trust this section will be of assistance. However, if you don't find the answer you seek, please don't hesitate to reach out, and we'll gladly assist you.
General Questions
Q: Are there English speaking drivers available in Brazil?
A: Yes, but the availability of English-speaking drivers is quite limited. According to The British Council, only 5% of the Brazilian population speaks some English, and just 1% is fluent in English. This highlights the scarcity of professional drivers proficient in this language. That's where OnWay steps in.
Q: How experienced are your English-speaking chauffeurs in catering to international travelers?
A: OnWay Executive Car Services has been providing premium chauffeured services since 2011. Thanks to our proficiency in English, the majority portion of our clientele comes from the United States and Europe. At OnWay Executive São Paulo, you can anticipate the same exceptional standards of professionalism and expertise that you're familiar to in your home country.
Q: Can I request an English-speaking chauffeur in advance?
A: Yes. As we work with reservations, it is advised to book asap, since English speaking chauffeur's availability is limited.
Q: What happens if there is a language barrier with the chauffeur?
A: There won't be any language barriers if you book with us.
Q: Is it possible to communicate specific directions or preferences to the chauffeur in English?
A: Yes. Your chauffeur is capable of understanding your need and requests, thus, able to assist you in any case. That's what sets us apart from taxis, ride shares and other non-English speaking chauffeured businesses.
Q: Do you offer WiFi in the vehicles?
A: Yes. WiFi is available free of charge, as well as bottled water.
Q: How early do I have to be at GRU or VCP in order to catch an international flight?
A: We recommend arriving at the airport 3 hours before your scheduled international flight. Depending on your departure location, you may want to consider leaving 5 to 6 (or even more) hours before your flight's scheduled departure time.
For domestic flights (GRU, VCP, CGH), it is recommended to be at the airport 2 hours prior to scheduled departure time. We can provide recommendations for pickup times to ensure you arrive at the airport on time.
Q: Is there a currency exchange office at GRU, CGH and VCP Airports?
A: Yes.
GRU Airport: There is a Banco Safra Exchage in Terminals 2 and 3.
VCP Airport: There's an exchange office located inside the arrivals hall of the terminal (view on Google Maps)
CGH Airport: There is a Santander bank branch, which offers currency exchange services (view on Google Maps)
Q: Are there ATMs or cash machines at GRU, CGH and VCP Airports for currency withdrawal?
A: Yes. There are ATMs available on all three airports. You can withdraw BRL-Brazilian Reais, using your international credit card.
Q: Is São Paulo a safe destination for travelers?
A: Generally, yes, as the neighborhoods where tourists typically stay are usually safe. However, like in any other big city, it's advisable to use common sense. If you have safety concerns, we also offer armored executive sedans and SUV's.
Q: How can I protect my belongings from theft or pick-pocketing?
A: The keyword is common sense. At airports, always keep an eye on your luggage. Also, avoid wearing jewelry, expensive watches etc. On the streets, avoid looking too distracted at your phone. Be aware of the surroundings. We advise you to make a copy of your passport and/or personal ID and leave the original in the hotel safe. At beaches, we advise to leave your credit cards in the safe. Bring some cash with you to the beach, so you can make purchases and enjoy time there.
Q: What is the process for lost or forgotten items in the vehicle?
A: While our chauffeurs check the vehicle when dropping you off at your destination, occasionally, personal belongings may be left in the car. In such instances, we are happy to return your items via postal service. Please be aware that a fee, equivalent to up to 2 hours of waiting time, is applicable for us to visit the post office and arrange the shipment. If we need to return to your hotel or location after the driver has dropped you off, a full transfer fee will be charged.
Booking your Car and Driver
Q: What payment methods do you accept for bookings?
A: OnWay Executive accepts VISA, MasterCard and AMEX credit cards, as well as payment in cash. Bitcoin and stablecoins (USDT and USDC) are accepted as well. There's a 4.5% discount when paying with cash or cryptocurrencies. Please note that depending on the service and total amount, only payment by credit and crypto is possible.
Q: How do I make a reservation for chauffeured services or private airport transfers?
A: Once you've agreed to the tailored quote that meets your transportation needs, we will request your credit card details and billing address. Following this, a pre-authorization (hold on the card) of the total quoted amount will be initiated, similar to reserving a hotel room. The reservation will be considered confirmed after the pre-authorization, and we will provide you with the driver's name, ID, phone number, and car license plates. Your card will only be charged upon the completion of the service. Please refer to our Terms and Conditions for further details.
Q: What information do I need to provide when booking a car service with OnWay Executive?
A: In addition to the credit card details, we will require basic information related to the service, including the service date and time, the number of passengers and their luggage, itinerary, and flight number. With these information, we will be capable of providing you a flawless service.
Q: Is advance booking required, or can I book on the same day?
A: Advanced booking is not necessarily required, but it's recommended, since English speaking chauffeur and vehicles availability is limited.
Q: Do you offer assistance or support during the booking process?
A: Yes, certainly. We offer assistance not only during the booking process, but also during the service. At OnWay Executive, you always have direct contact to your driver and owners. You may contact us anytime over email or phone (also Whatsapp).
Q: Can I book multiple trips at once for an extended stay in Brazil?
A: Yes, of course. You may book as many trips as you like.
Q: Can I make changes to my reservation after it's been confirmed?
A: Yes. Your chauffeur is capable of understanding your need and requests, thus, able to assist you in any case. That's what sets us apart from taxis, ride shares and other non-English speaking chauffeured businesses.
Please keep in mind that depending on the changes, additional fees apply.
Q: Do you have a Call Center?
A: No. As a family-owned business, you'll always have direct access to the owners and your chauffeur, who will already be well-informed about your booking details. Say goodbye to the hassle of endless calls to call centers, where you're transferred from one agent to another, reiterating the same information until you finally connect with the right person. With OnWay Executive, you'll experience a highly personalized service.
Q: What is your cancellation policy for bookings?
A: Cancellation of more than 24 hours prior to the time of booking will incur a 0 BRL cancellation charge.
Cancellation informed within 24 hours, prior to the time of booking will incur a 50% cancellation charge of the quoted price for provision of service.
Cancellation given with less than 12 hours notice, prior to the time of booking will incur a 100% cancellation of the quoted price for provision of service.
This refers to cancellations in case of airport transfers and for sedans. Please refer to our Terms and Conditions for cancellation policies related to hourly car hire and other services/vehicles.
Q: Is there a minimum duration for Hourly/As Directed Service bookings?
A: Yes. There's a minimum of 5 hours for sedans. For armored sedans, armored SUVs, non-armored private vans and minivans, the minimum amount of hours is 10.
Q: Can I request special services or accommodations during my ride?
A: Yes, absolutely. You may request any beverages besides the complimentary bottled water (with exception of alcoholic drinks), or whatever else you need or wish to make your ride even more comfortable and special. Special requests may have a surcharge.
Q: Can I contact you if I have questions or need assistance with the booking process?
A: Yes, absolutely! You may contact us directly over phone (also Whatsapp) or email. For faster communication, we advise to use Whatsapp.
Q: Can I get a quote for your services before making a reservation?
A: Yes, of course! Just send us the details of your trip, like: number of passengers / luggage, itinerary, date and time of service, flight number and any special requests and we'll be happy to send you a tailored quote.
Q: Is there a booking fee or any hidden charges?
A: No. There are no extra booking or credit card fees. Our prices are all-inclusive, with the exception of parking expenses during Hourly Service.
Q: Is gratuity included in the price?
A: No. While gratuity is not included, it is greatly appreciated. Tipping the driver is a way to show your satisfaction with the service. Typically, our customers ask us to add a tip of around 10% to 25% to the final bill. Tipping the driver directly with cash is also possible.
Q: How will I receive a confirmation of my booking?
A: As soon as the reservation gets confirmed, we send you the driver's name, ID, phone number, as well as car model and plates over email or Whatsapp.
Q: When do I get charged for my transfers?
A: We charge the card after the service is concluded. If you have more than 1 ride reserved on different days, we will charge the card after each day of service.
Q: Will I get a receipt?
A: Yes. After we charge the credit card, we send you a detailed receipt.
Services
Q: What cities does OnWay Executive Car Services operate in?
A: Our most common destinations are concentrated (but not limited to) in the following cities:
São Paulo, São José dos Campos, Campinas, São Carlos, Sorocaba, Campos do Jordão, Guarujá, Santos, Paraty, Ubatuba, Alphaville, Angra dos Reis.
Q: What airports does OnWay Executive serve?
A: We serve mainly GRU-Guarulhos, CGH-Congonhas, VCP-Viracopos (Campinas), JHF-Catarina Executive and SJK (São José dos Campos). But we're not limited to these airports.
Q: What types of chauffeur services do you offer?
A: Our main services are: Private Airport Transfers, Hourly Car Services and city-to-city (long distance travel), as well as point-to-point transfer services.
Q: What vehicles does OnWay Executive Car Services offer?
A: OnWay Executive Car Services offers executive sedans, private vans and minivans. We also offer armored sedans and armored SUVs. Click here to see our fleet. The vehicles we use are all considered luxury cars in the Brazilian market.
Q: What is the complimentary waiting time for GRU, VCP and CGH airport transfers?
A: Complimentary waiting time is 1.5 hours after flight has landed. Usually, this is more than enough for passing through passport control at these airports. After 1.5 hours, additional waiting time and parking at the airport fees apply.
Q: What happens if my flight is early or delayed?
A: We track your flight using paid version of Flightradar24. We also cross check your flight status on Google and Flightaware. This means, that in case your flight is early or delayed, we will always adjust accordingly, in order for our meet and greet team to be at the right time in the arrivals hall, ready to greet you. We don't charge for delayed flights.
Q: How will I recognize the meet and greet team at the airport?
A: Our meet and greet team (or driver in some cases) will be inside the arrivals hall, holding a name sign. Usually the sign contains the name of the passenger, but you may instruct us to make any sign you wish. Some customers request us to hold a sign with a fictitious name on it, for privacy and safety reasons.
Q: Where do I meet my driver?
A: As soon as the meet and greet team welcomes you inside the arrivals hall, they will notify the chauffeur, who will then park right at the front exit of the terminal. The greeting service will then escort you to the vehicle, assisting with your luggage.
Q: Can I make stops during long distance travels?
A: Yes, certainly! You may stop whenever you like.
Q: What's the amount of mileage included on the hourly car service?
A: 100km (aprox. 62,1 miles) inbound the city of São Paulo, regardless if 5 hours or 10 hours are booked.
Q: What happens if my service extends beyond the originally booked duration?
A: If the hourly service extends beyond the amount of hours booked, additional hourly charging applies.
Q: Do you offer City Tours?
A: Yes. You can book your car, driver and a professional licensed guide for city tours. In case you don't want a professional guide, we advise to simply book Hourly / As Directed service.
Q: I have a reservation for my executive. Do you keep me informed about the service?
A: Yes, absolutely. For real time updates about the service, just provide us a Whatsapp number and we'll keep you informed about every step of the service.
Q: Can I request a specific chauffeur for my service?
A: Yes, sure! If the driver is available for the requested date and time, we'd be delighted to assign your preferred chauffeur.
Q: Is it possible to share a private airport transfer with other travelers?
A: Yes. At OnWay Executive, we bill on a per-ride basis, not per passenger. You're welcome to share your ride with anyone you choose. However, please keep in mind that additional fees apply, if there are multiple stops.