Frequently asked questions
Booking notice, free wait time, payment and card timing, cancellation and no-show windows, vehicles, child seats and pets — the questions whose answer is the same wherever you are going.
The four asked most, answered here
These four come up on almost every inquiry, so they are set out in full rather than folded away. Everything below them opens on a click.
How much free wait time do I get?
30 minutes on a domestic arrival and 1 hour on an international one, measured from the actual landing rather than from the time on your booking — which is the part that matters, because a generous allowance measured from a scheduled pickup is spent before you are off the aircraft. At a non-airport pickup it is 15 minutes, and on a private arrival 30 minutes domestic, 1 hour international. Past the free allowance, waiting is billed at the hourly rate for your vehicle class in one-minute increments, with charges typically rounded to the nearest 15 minutes. Free wait is a maximum, not a minimum: clear customs quickly and you leave quickly, with nothing charged for time you did not use. Delays, diversions and canceled flights are set out in the wait time and flight delay policy.
How far in advance do I need to book?
Airport pickups from 15 minutes. Within the five boroughs from 15 minutes. Everywhere else from 1 hour. There is no limit on how far ahead you can book. See how booking works.
What is the cancellation policy?
Sedans and SUVs are charged the full fare from 4 hours before pickup. Sprinter vans are charged from 24 hours before pickup: 50% of the fare up to 12 hours before pickup, then 100% of the fare. A no-show is charged in full 1 hour after the flight arrives at an airport or 30 minutes after the booked pickup time elsewhere, if we cannot reach you. Full detail on the cancellation policy.
Are tolls and gratuity included in the quoted fare?
Tolls: are not included in the fare and are itemized in your quote. Gratuity: is not included and is entirely at your discretion. Payment methods are Visa, Mastercard, American Express and Discover, or cash. The card is charged at the end of the trip, once the final amount is known.
Booking
How far in advance do I need to book? +
Airport pickups from 15 minutes. Within the five boroughs from 15 minutes. Everywhere else from 1 hour. There is no limit on how far ahead you can book.
Can I book by phone or text? +
Phone and text both reach the same dispatch on (646) 222-4444. No hold is placed on the card at booking. See how booking works.
How quickly will you reply to an inquiry? +
about an hour.
Payment
What payment methods do you accept? +
Visa, Mastercard, American Express and Discover, or cash. The card is charged at the end of the trip, once the final amount is known.
When is my card charged? +
The card is charged at the end of the trip, once the final amount is known. No hold is placed on the card at booking.
Is gratuity included? +
is not included and is entirely at your discretion
Are tolls included in the quoted fare? +
are not included in the fare and are itemized in your quote
Changes and cancellations
What is your cancellation policy? +
Sedans and SUVs: the full fare from 4 hours before pickup. Sprinter vans, from 24 hours before pickup: 50% of the fare up to 12 hours before pickup, then 100% of the fare. Full detail on the cancellation policy.
What counts as a no-show? +
Full fare applies 1 hour after the flight arrives at an airport, or 30 minutes after the booked pickup time elsewhere, if we cannot reach you by phone or text.
Wait time
How much free wait time do I get? +
30 minutes on a domestic arrival, 1 hour on an international one, 30 minutes domestic, 1 hour international on a private arrival, and 15 minutes at a non-airport pickup. Beyond the free allowance, at the hourly rate for your vehicle class billed in one-minute increments, with charges typically rounded to the nearest 15 minutes. Full detail, including rail and cruise arrivals, on the wait time policy.
What is the free wait measured from — my booked time, or the landing? +
From the flight’s arrival at the gate, on any airport pickup we can track. If the flight cannot be tracked — no flight details supplied, or the aircraft is blocked from public tracking, which is common with private jets — the clock starts at the booked pickup time. At a non-airport pickup it starts at the booked time.
What happens if my flight is delayed? +
The flight is tracked, and if it is running late and we know in good time, the pickup is adjusted. Free wait time is 30 minutes for domestic arrivals and 1 hour for international, measured from the flight’s arrival at the gate — or, if the flight cannot be tracked, from the booked pickup time; beyond that, waiting is billed at the hourly rate for your vehicle class. A diversion or a change of flight number does need telling us: we rebook against the new flight and quote any difference before the car moves. If the flight is canceled outright, not charged; dispatch will contact you to reschedule, and if not, the booking is cancelled. See the wait time and flight delay policy.
Vehicles and extras
What vehicles do you have? +
We run business sedans, luxury sedans, business SUVs, luxury SUVs and Sprinter vans.
Do you have child seats? +
Booster a booster is $10 a seat, full car seat a full seat is $30. at the time of booking notice required.
Can I travel with a pet? +
Pets are welcome when declared at booking, in a secure carrier or on the floor with suitable protection; pets over 25 pounds travel in an SUV or Sprinter van, no more than two animals per reservation, and a cleaning fee may apply.
Can I travel with a folding wheelchair or a service animal? +
A foldable manual wheelchair travels in every class at no charge — it goes in the trunk, and the passenger transfers to a normal seat. The chauffeur will stow it and bring it to you; there is no charge for that and never will be. Service animals travel in every class without notice or charge.
Can I smoke in the vehicle? +
No. Smoking is not permitted in for-hire vehicles.
Corporate
Do you offer corporate accounts? +
Yes. Account terms are agreed at setup — get in touch to discuss what your organization needs.
Still not answered?
If your question is specific to a route, an airport or a vehicle, it is probably answered on that page. If it is not, ask us directly — a real person reads it and replies within about an hour.
TRI-STATE AREA
