FAQs
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| Do I need to alight at the customs when crossing borders in Singapore and Malaysia? |
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No, just sit and relax in the car. Make sure to have all required travel documents, such as passports and relevant permits, readily available for inspection during the border crossing process.
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| What is the best time to travel from Singapore to Johor Bahru and vice versa? |
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We recommend leaving Singapore to Johor Bahru before 8 am and leaving Johor Bahru to Singapore before 3 pm on weekends. However, for extended weekends / school holidays, it is advisable to depart even earlier to avoid jams.
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| Which link do you take to cross Singapore-Malaysia border? |
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It depends on the most convenient route according to your itinerary. Typically, we use the causeway link, but it also depends on traffic conditions.
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| Are meals or snacks allowed in the car? |
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You are not allowed to eat inside the car, except for light snacks and drinks.
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| Are there any rest stops along the way for passengers to take a break? |
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We offer the option for short rest stops upon request to make your journey as convenient as possible.
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| Are pets allowed in the vehicle during the journey? |
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No, pets are not allowed in our cars.
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| If I purchase additional items during the journey, is there space in the vehicle to store them? |
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Most vehicles have space available for your convenience. If you acquire additional items during the journey, your driver can assist you in storing them in the car boots.
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Smoking is not allowed inside our vehicles, but if you request, drivers will make stops for smoke breaks during the journey.
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| Is it mandatory to use seat belts during the journey, and can I opt not to use them if I prefer not to? |
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Seat belt usage is mandatory for your safety during the journey, and we kindly request that all passengers use them while in our vehicles.
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| What happens in case of a medical emergency during the journey? |
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In case of a medical emergency, the driver will take appropriate actions to seek help and ensure passenger safety.
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| Do you provide WiFi in the car? |
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Nope, we do not have WiFi in the car at the moment.
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| How can I provide feedback or share my experience with Excellent Transport during the journey? |
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You can share your experience on our Facebook page or by contacting our customer support team. We value your input while you're on the road. |
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| How can I book a car service with Excellent Transport? |
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Booking is easy! Submit an enquiry form on our website or WhatsApp us at +6010-983 7858  (Malaysia) / +65 9827 7221 (Singapore) |
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| What information do I need to provide when making a booking? |
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You need to provide your name, contact details, pick-up and drop-off locations, date, time, email address, and the number of passengers travelling with you.
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| What types of vehicles are available for booking? |
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We offer a selection of vehicles, including Toyota Innova (7 Seater), Hyundai Starex (11 Seater), and Toyota Alphard/Vellfire (7 Seater)
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| Can I book a car service on the same day I need it? |
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Yes, you can book a same-day car service. We offer 24/7 service and support, allowing you to book at any time. However, it is advisable to make early bookings at least 3 days ahead for weekends or peak periods such as school holidays, as the confirmation of your booking depends on the availability of our cars.
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| How can I pay for my booking? |
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We accept various payment methods:
- Cash
- Touch and Go
- Paypal
- Aliay
- PayNow
- Bank Transfer
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| Is it safe to make an online payment on your website? |
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For your safety, we don't offer online payments on our website. Payment can be made to the driver upon reaching your destination. Your safety is our priority.
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| How do I receive my booking confirmation and payment receipt? |
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Booking confirmation will sent via WhatsApp prior to the departure date. Email confirmation and receipt will be sent upon request.
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| Do I need to pay in full when I make a booking, or can I pay a deposit? |
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We require a deposit at the time of booking to secure your reservation, and you can settle the full payment upon reaching your destination.
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| Can I make changes to my booking after it's been confirmed? |
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Yes, you can make changes to your booking, such as adjusting the pickup time, location, or the number of passengers. Additional charges may apply based on the changes. Please note that changes may be subject to the availability of vehicles at the time of the change.
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| Can I add my booking with extra services like child car seats or additional luggage space during the booking process? |
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Yes, you may let us know in advance when you make the booking.
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| Are there any hidden fees or extra charges for booking your private transport service? |
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No, we are transparent with our pricing. The price you see during booking is the final price. There are no hidden fees or extra charges.
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| What should I do if I need to cancel my booking due to unforeseen circumstances, such as an emergency? |
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In case of unforeseen circumstances, please contact our customer support as soon as possible to discuss your situation. We will do our best to assist you.
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| Can I transfer my booking to another person if I can't travel as planned? |
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Booking transfers to another person may be possible, but it depends on the specific circumstances and our policies. Contact our customer support for assistance and guidance on the process.
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| How long does it take to process a cancellation and receive a refund, if applicable? |
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We aim to process cancellations promptly, and refunds may take a few business days to reflect in your account.
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| Are there any fees associated with booking cancellations? |
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Cancellation fees may apply depending on the timing of your cancellation. To discuss this further, please reach out to our customer support team.
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| How far in advance do I need to cancel to avoid a cancellation fee? |
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You are recommended to update us at least 3 days in advance.
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| Can I reschedule my booking instead of cancelling it? |
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Yes, you can typically reschedule your booking, maybe changing the date, time or other details without cancelling it entirely. Contact our customer support team to discuss the rescheduling options.
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