Passenger Safety, Trust & Regulatory Standards
Royal Limos Co, operated by Jordan River Enterprises LLC, provides elite, dependable and safe commercial passenger transportation across Central and South Texas, under the vehicle for hire and public safety codes of the City of San Antonio and the City of Austin Ground Transportation Regulation Division.
Our Licensed Operating Details
Every trip we run is dispatched from a registered commercial facility under a permitted operating entity. If you need to verify us, file a report, or reach our compliance team, these are the details to use.
DBA: Royal Limos Co
Austin, TX 78701
Automated Post Ride Feedback & Rating System
To maintain the highest level of passenger care and safety, Royal Limos Co uses an automated, closed loop quality assurance system. Nothing waits for someone to remember to follow up.
Immediate post ride rating
After every completed trip, an automated electronic receipt and feedback prompt is sent straight to the passenger's mobile phone and email.
Direct feedback and comments
Submit a 1 to 5 star rating with written notes on driver etiquette, vehicle cleanliness, route efficiency or safety.
Rapid response protocol
Any rating below four stars, or any safety concern, triggers a supervisory flag. Management reviews the feedback, checks telematics and GPS logs, and contacts you within 24 hours.
Formal Complaint & Dispute Resolution
If you experience a service, billing or safety issue that needs formal review, our structured complaint procedure ensures full accountability. You can reach us three ways.
By phone
Call our 24/7 client services team at (737) 341-1880.
By email
Send your full trip details to Info@royallimosco.com.
Online
Submit a detailed report using the secure complaint form further down this page.
Investigation Timeline
Acknowledgment
You receive written confirmation of your report within 24 hours.
Internal audit
Management audits dispatch records, driver manifests and GPS speed logs, and interviews the assigned chauffeur.
Resolution
Standard billing and customer service inquiries are resolved within three to five business days.
Emergency safety suspension
Any complaint alleging driver impairment, reckless driving or harassment suspends the driver from active service immediately, pending investigation and mandatory drug and alcohol evaluation.
Record retention
In strict accordance with municipal licensing rules, all passenger complaint files, investigation notes and corrective action records are archived at our commercial business office for a minimum of two years.
Municipal Regulatory Oversight & Reporting
Under City of San Antonio Chapter 33 regulations, passengers have the legal right to take unresolved complaints directly to local municipal transit regulators.
San Antonio Police Department — Ground Transportation Unit (GTU)
- Physical address
- 315 S. Santa Rosa, San Antonio, TX 78207
- Direct telephone
- (210) 207-7482
- Mailing address
- P.O. Box 839966, San Antonio, TX 78283
For operations within the City of Austin, regulatory inquiries may be directed to the City of Austin Ground Transportation Regulation Division.
Zero Tolerance Drug and Alcohol Policy
Royal Limos Co enforces an absolute zero tolerance policy on alcohol, narcotics and impairing substances for every operating chauffeur and safety sensitive staff member, under City Code Sec. 33-029.
Prohibition
Drivers may not consume, possess or operate under the influence of alcohol, illegal substances or impairing medications at any time while on duty or in control of a permitted vehicle.
Mandatory testing triggers
Pre-permitting screenings, unannounced random testing, reasonable suspicion testing, and post accident testing after any collision involving injury or property damage.
Immediate termination
Any confirmed positive result, or a refusal to test, ends employment or the driver lease immediately and revokes City of San Antonio chauffeur permit sponsorship.
24 hour city reporting
All test results are reported directly to the GTU Director within twenty four hours of testing.
Eleven substances screened
Testing complies with Texas Department of Transportation and SAMHSA standards.
- Alcohol
- Amphetamines
- Cannabinoids (THC)
- Cocaine
- Phencyclidine (PCP)
- Methaqualone
- Opiates
- Barbiturates
- Benzodiazepines
- Synthetic narcotics
- Methadone
If you suspect your driver is impaired
End the trip as soon as it is safe to do so. In an emergency, call 911. Then notify our safety team at (737) 341-1880 or email Info@royallimosco.com.
Confidential substance abuse support is available through the national SAMHSA helpline at 1-800-662-4357.
Luxury Vehicle For Hire Operating Standards
- 100% pre-arranged bookings. In compliance with City Code, all luxury limousine transportation is arranged in advance through our website, dispatch software or phone line. Chauffeurs are legally prohibited from accepting street hails, cruising or soliciting unreserved curbside fares.
- Minimum booking duration. Under San Antonio City Code Sec. 33-547, luxury limousine service requires a minimum hiring duration of at least one hour.
- No taximeters. Luxury vehicles do not use taximeters. Every fare is billed on a transparent hourly rate or an agreed flat rate transfer schedule, confirmed before your trip.
Rate transparency
| Vehicle class | Starting rate | Minimum |
|---|---|---|
| Stretch limousines | $180.00 / hour | 4 hour minimum |
| Luxury SUVs (Cadillac Escalade ESV) | $130.00 / hour | 2 hour minimum |
| Executive sedans (Mercedes-Benz) | $120.00 / hour | 2 hour minimum |
| Point to point transfers | $150.00 | Minimum fare |
Our rates meet or exceed the municipal minimum rate floor of $67.50 per hour.
Accessibility and Non Discrimination Policy
Royal Limos Co is committed to providing equal, dignified transportation access to all passengers. We do not discriminate on the basis of race, color, national origin, religion, gender, sexual orientation, disability or age.
Service animals
Legally recognized service animals assisting individuals with disabilities are welcome in all company vehicles at no additional fee.
Mobility assistance
Chauffeurs are trained to provide courteous physical assistance with luggage, folding wheelchairs, walkers and personal mobility devices.
Frequently Asked Questions
You receive written acknowledgment within 24 hours. Standard billing and service inquiries are resolved in three to five business days. Anything involving safety is escalated the same day.
The driver is suspended from active service immediately, pending a full investigation and mandatory drug and alcohol evaluation. Test results are reported to the GTU Director within 24 hours.
Yes. Under City of San Antonio Chapter 33, you may submit unresolved complaints directly to the SAPD Ground Transportation Unit at (210) 207-7482. Austin area inquiries go to the City of Austin Ground Transportation Regulation Division.
City Code requires all luxury limousine transportation to be pre-arranged. Our chauffeurs are legally prohibited from accepting street hails, cruising for fares or picking up unreserved curbside passengers.
All complaint files, investigation notes and corrective action records are archived at our commercial business office for a minimum of two years, as municipal licensing rules require.
No. Legally recognized service animals ride in any of our vehicles at no additional charge.
Submit Feedback or a Formal Complaint
Fill in as much detail as you have. You will receive a written acknowledgment within 24 hours, plus a case reference for anything that needs formal investigation.
Questions About Our Safety Standards?
Our client services team is available 24/7 to walk you through permits, insurance, chauffeur screening or anything else on this page.
Phone Number
+1 (737) 341-1880
Working Hours
Mon-Sun: 24/7
Email Address
Info@royallimosco.com
801 Wells Branch Pkwy 115 B,
Pflugerville, TX 78660, USA
Executive Office
1401 Lavaca St., Ste. 60 Austin, TX 78701
At Royal Limos Co, we provide reliable luxury limousine and black car services for airport transfers, business travel, and special events. Count on us for safe, comfortable, and professional transportation every time.