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Frequently Asked Questions
How do I find my driver?
Will I be charged for waiting time?
What kinds of cars do you provide?
When will my credit card be charged?
What if I am unable to arrive in time for a pickup?
How can I cancel and what is your cancellation policy?
What is your service guarantee?
Do you provide car seats for small children and infants?
Can I select or omit certain drivers?
What are your rates?
How do I find my driver?
For an office or a specific location pickup the driver/chauffeur will have a sign in the curb side window with your name and or your company logo. For a residence pickup the chauffeur will announce when he arrives unless your company profile specifies different instructions.
At the airport the chauffeur will meet and greet you at the baggage claim area for domestic flights or outside customs for International flights and will assist you with your baggage.
If for any reason you do not immediately make contact with your driver, please call our customer service desk and we will put you in contact with the chauffeur in minutes. All our chauffeurs carry pagers and cell phones. In addition we usually have the passenger's cell phone as well.
Will I be charged for waiting time?
For office, location or residence pickups our chauffeurs are on location at least 15 minutes prior to the designated pickup time. We allow a 15 minute grace waiting time from your pickup time, after the grace period, waiting time is applied in ¼ hour increments at the hourly rate. At the airports we monitor all flights for the most up to date arrival time and we allow a designated amount of waiting time prior to any overtime charges.
What kinds of cars do you provide?
All of our cars are late model 2003-2006:
- Luxury Sedans are black Lincoln Town Cars.
- Stretch Limousines are Lincoln Town Cars as well and provide a TV, VCR/DVD and CD Player as well as a fully stocked bar with soft drinks and liquor on request. White stretch limousines are also available.
- Luxury Vans for airport pickups can accommodate up to 10 passengers plus their luggage. For non-airport transit, the vans can accommodate up to 14 passengers.
- Mini vans can accommodate up to 4 passengers and up to 6 suitcases.
- Buses can accommodate up to 30 passengers.
When will my credit card be charged?
Your credit card will be charged on the next business day following the day of service. A Record of Charge document, containing all the details of the service and corresponding charges will be emailed on that day to your designated address.
What if I am unable to arrive in time for a pickup?
All individuals who miss their driver will be charged the full rate. This can be avoided by calling the Service Desk at 212-966-6400 upon arrival. Our service personnel will locate the driver immediately. Many of our vehicles are equipped with GPS based tracking devices that would allow the dispatcher at the service desk to see exactly where the vehicle and driver are located. The driver also has a contact number, usually your cellular phone number, and he would also be making an attempt to contact you as well. Flights are monitored carefully by our service desk so as to minimize the problems that delays might cause.
How can I cancel and what is your cancellation policy?
Cancellations must be made by phone within 24-48 hours of the pickup time depending on the type of vehicle required. Cancellations via email or fax would be accepted if transmitted more than the 24-48 hour period, whichever applies, before the pickup time. When cancelling a reservation, be sure to get a cancellation number. Failure to contact our office will result in a "No Show" charge. Click here to see our full cancellation policy.
What is your service guarantee?
When you place an order for service or make changes to a reservation you will receive an email confirmation. This confirmation is your guarantee that your vehicle will be at your specified location. Your confirmation will show all the details of your trip that you ordered. Changes to your original service request will generate a revised confirmation notice.
Do you provide car seats for small children and infants?
Yes! Many of our vehicles are equipped with a car seat for children.
Can I select certain drivers?
Our database system contains a profile of your basic information and preferences. When an order is placed the dispatcher will automatically be aware of your preferences and will make every effort to fulfill these accordingly.
What are your rates?
In most cases, we offer a flat rate for most pickup/destination locations. An hourly rate is applied to additional waiting time and to those services and locations not covered by our flat rate program.
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