"Experience the difference"

FAQ

We have a long history of providing quality service.  The following are usually the most frequently asked questions. 


If your question is not answered on this page, or you'd like more information, please contact us via phone or email.

I'm arriving at the airport, and it may take me some time to get my bags and clear customs. Is waiting time included in my reservation?
Yes. Airport reservations include "waiting minutes" to allow you to get from your plane to your vehicle. For domestic flights, we include 30 minutes of waiting time. For international flights, we include 45 minutes of waiting time. Please make sure to specify whether your flight is domestic or international when you book.


What if my flight is early or delayed?
Our operators will track your flight and adjust your reservation accordingly in the event of a delay or early arrival. Please make sure that you provide us with your airline and flight number at the time of booking.  For most airport pickups, our driver will meet you with a sign at the baggage claim for both domestic and international flights. Just look for a sign with your name on it, and if you don't see it, simply call the number on your confirmation and we will locate the driver for you.  For all other service types, our driver will be on location by the time indicated on your trip confirmation. 

How do I know if the vehicle arrived?
The driver will contact you upon his arrival to the allocated location.


What type of vehicles do you have? How old are they?
All of our vehicles are 2016 model year.  Our large fleet of vehicles ranges from sedans to large coach buses. Among our sedans we have Lincoln Town cars, Cadillac sedans, or if you're looking for something more executive, Mercedes S-Class sedans.  Our SUVs will accommodate up to 6/7 passengers and are great for extra luggage.  Our fleet consists of Chevrolet Suburban, Lincoln Navigators, or Cadillac Escalades.  


Our stretch limousines range from a 6-passenger Lincoln Town car to a 20-passenger stretch Hummer. If you need to move a larger number of people on a smaller budget, our Ford vans can accommodate up to 10 passengers with luggage, or 13 passengers without luggage.  We also have 12-passenger Mercedes Sprinter Vans for those people looking for a more luxurious ride.

For really large groups, we have coach buses, ranging from a 24-passenger minibus to a 61-passenger coach.


How do you deal with "No-shows" or late clients?
No-shows are billed in full for the reserved service. If you're late, waiting time may apply.  To avoid extra charges, you must call the number on your trip confirmation or send us an email as soon as you know that you'll be late or your flight details have changed.

What if I need to cancel my reservation?
The cancellation deadline for your reservation will always be indicated on your trip  confirmation, in the routing details. Generally speaking, hourly services may be cancelled up to 7 days prior to the trip, and airport runs in sedans or SUV's have a 24-hour advance cancellation policy.  In the event that your flight gets cancelled, you may cancel your reservation no later than 4 hours prior to the scheduled pickup time.

Do you have a service guarantee?
Once you receive a trip confirmation number, we guarantee that your vehicle will be on location on the scheduled date at the scheduled time. Please make sure that these details are accurate.


When is my credit card charged for the service? What is the deposit policy? Can I pay in cash directly to the driver?
When your reservation is made, your card will be charged for the full amount of the service including surcharge and gratuity.  For reservations booked more than 30 days in advance, you may request that we take a minimum of 50% deposit, in which case the balance will be due 7 to 10 days prior to your trip date.  

Please note that some dates such as proms, sporting events, or large conventions may require the balance to be paid in full at the time of booking regardless of how far in advance you make the reservation. 

Any wait time, overtime or any other charges incurred during service will be charged to the credit card on file after your trip is complete.

Our drivers are not authorized to take payment with the exception of any additional gratuity beyond what was included in your reservation.  All reservations must be prepaid by credit card, debit card or by check. 


What are your rates?
Our Rates page will show you the rate for all of our vehicles, along with the minimum number of hours required for a reservation. For a rate quote, call us, or send us a message through the Contact Us link.