Frequently asked questions
Clear answers before you book. Follow the linked policy for the full details.
What services does Mayline provide?
We provide Hong Kong–Macau transfers, Hong Kong airport transfers, local chauffeur services and hourly charters.
Cross-boundary journeys use the Hong Kong–Zhuhai–Macao Bridge. We do not sell air tickets, hotel bookings, tours or holiday packages.
ServicesIs Mayline licensed?
Mayline has operated since 1990 and holds Hong Kong Travel Agent Licence No. 351203.
Our legal names are MAYLINE TRAVEL SERVICES LIMITED and 美佳旅遊有限公司. We use our own fleet and professional drivers.
Company detailsWill traffic or exchange rates change my confirmed price?
Your price is fixed when you book; after payment, traffic, fuel prices and exchange rates do not change it.
The point-to-point fare includes road tolls, tunnel fees and the driver. Costs incurred on the day, such as excess waiting and extra stops, are charged separately and explained before collection.
Pricing and extra chargesHow is a charter priced, and what is the minimum duration?
Charters are priced by the hour, with a 4-hour minimum and durations of 4–14 hours.
Current rates for Hong Kong and Macau, selectable durations and availability are shown on the booking page. Parking, tolls and similar charter costs are paid separately as incurred.
Charter pricingIs waiting time included in a point-to-point transfer?
Each point-to-point transfer includes 30 minutes of free waiting.
Extra waiting is charged at HK$400 per hour, with part of an hour counted as a full hour. For airport pickups, waiting starts at the actual landing time. This is a point-to-point waiting fee, not a charter rate.
Point-to-point extra chargesCan I get a refund if I cancel?
Your refund depends on how long before pickup you cancel.
The exact hours and percentages are shown on the booking and order pages. Cancelling just before pickup or not appearing may mean no refund. You can cancel on the My order page.
Cancellation policyWhere is my refund sent, and how long does it take?
Refunds return automatically to the original payment method and are generally processed within 5 to 10 working days.
The time it takes to appear on your statement depends on your card issuer. If we cannot supply a vehicle for a reason attributable to us, we give a full refund regardless of cancellation timing.
Refund informationWhat if my flight is delayed or a border crossing closes?
Contact us as soon as possible to arrange a new time.
Flight delays, border closures and similar events outside your control are not treated as cancellations. Email mayline@mayline.com.hk or call +852 9297 6818.
Special circumstancesCan I visit the Tsuen Wan office to make a booking?
No. The Tsuen Wan address is our registered office, not a retail branch.
There is no walk-in service; business is handled online. Please use the website, email mayline@mayline.com.hk or call +852 9297 6818.
Contact details