1. Where do I meet my Chauffeur for pick-up? Chauffeur will wait in terminal baggage claim area with a sign identifying your name. A waiting period of 30 minutes at the airport terminal is included in the rate in case of a delayed flight and to accommodate baggage claim. We are not responsible for a "no pick-up" if you desire to be picked-up at curbside and are missed. 2. How much time do I have to meet the Chauffeur at the airport? ExpressLimoUSA.com schedules your pick-up 15 minutes after the arrival of your flight to allow you to deplane. Chauffeur will wait in terminal baggage claim area with a sign identifying your name. A waiting period of 30 minutes at the airport terminal is included in the rate to accommodate baggage claim. We are not responsible for a ?no pick-up? if you desire to be picked-up at curbside and are missed. If you do not meet your Chauffeur within 20 minutes of arriving, you must call the Chauffeur at the contact number left on your voice mail, or call EXPRESSLIMOUSA.COM at 215-352-5225. If the Chauffeur does not make contact with you after 45 minutes of your plane landing, you will be considered a ?no-show? and would be charged for the full fare, including parking and applicable State and Local taxes. 3. What should I do if I can’t find my Chauffeur? Call your Chauffeur on the contact number he left for you on your voice mail. Your Chauffeur has been instructed to call you on the cellular phone you provided us and leave a contact number with which to call him upon deplaning. It is especially important for you to contact your Chauffeur for a quicker pick up if you do not have any luggage. Your Chauffeur has been instructed to allow you 15 minutes from the time of flight arrival, to deplane and get your luggage. 4. What happens if my plane arrives early or late? EXPRESSLIMOUSA.COM tracks and updates your flight’s arrival time very frequently, provided we have the correct flight number, and your car is dispatched accordingly. 5. For a trip to the Airport, what time should I plan to get picked up? You should plan on arriving at airport 1 hour prior to flight departure for domestic travel, and 2 hours prior to flight departure for international travel. We will pick you up approximately 2 international, and add to that time for any additional travel time required based on longer distances. If there is a change in either the flight departure or your personal schedule, please notify us in advance of our dispatch time. 6. How far in advance should I place my reservation? You may place your reservation as soon as your travel plan is confirmed to allow us to assign a vehicle to you in advance. Minimum lead-time to book your transportation reservation is 8 hours on the day it is needed. Cancellation made more than 6 hours prior to scheduled client pick-up is permitted with no cost incurred. Cancellations made less than 6 hours before pick-up will incur a 50% charge of the fare; and 4 hours or less will be charged full fare. 7. If I made a reservation for 5 hours, but realize later after the pick-up that I need the car for 3 hours instead, will I be charged for the full 5 hours? Yes, you will be charged the full fare plus 20% gratuity and any other associated cost. We designate the Chauffeur for the number of hours reserved. Should you go over the hours reserved, you will be billed at ? hour increment at $65.00 an hour plus 20% gratuity. You will be required to sign a credit card voucher showing the exact extra hours and cost. You will NOT be required to provide the Chauffeur with a credit card again. Your charge will be updated at the conclusion of the ride. 8. What is your change policy? All changes to your itinerary must be received at least 4 hours prior to scheduled pick-up time, and 6 hours for all International arrivals. All changes are subject to vehicle availability for the new time. If the change cannot be accommodated and the order is canceled, you are going to incur no charge if cancellation occurs 6 hours prior to pick-up time. You will be charged for half the fair (50%) if the order is canceled less that 6 hours before pick up time, and full fare if the order is cancelled 4 hours or less before pick up time. For all International arrival changes, you will be charged a full fare if your changes results to a cancellation 6 hour or less before the pick up time. For all changes, please email us at ExpressLimoUSA.com , or call us at 215-352-5225. 9. What is your cancellation policy? All cancellations must be done by phone or by email, and must be received at least 4 hours prior to scheduled pick-up time for domestic, and 6 hours for International. Cancellation made at least 6 hours prior to scheduled client pick-up is permitted with no cost incurred. Cancellations made less than 6 hours prior to pick-up will incur a 50% charge of the fare, and less than 4 hours will be charged full fare. For all cancellations, please email us at ExpressLimoUSA.com , or call us at 215-352-5225. 10. Can I pay for the reservation with check or cash instead of using credit card? Our Chauffeurs do not collect charges in cash. All charges for the services rendered are billed to your credit card in advance. Credit cards are charged 48 hours prior to pick up for the basic fare and gratuity, and finalized at conclusion of the job. 11. When is my credit card charged? Credit cards are charged 48 hours prior to pick up for the basic fare and gratuity. Billing on your account’s credit card will be finalized at completion of the service. 12. Can I place or cancel a reservation with my Chauffeur? All reservations must be made online no later than 8 hours prior to time of service. All cancellations must be done by phone or by email and must be received at least 4 hours prior to scheduled pick-up time for domestic, and 6 hours for International. Cancellation made more than 6 hours prior to scheduled client pick-up is permitted with no cost incurred. Cancellations made less than 6 hours before pick-up will incur a 50% charge of the fare; and 4 hours or less will be charged full fare. For all cancellations, please email us at ExpressLimoUSA.com or call us at 215-352-5225. 13. How do I get a refund for services not rendered? All requests for refund must be done in writing no later than 30 days following the service to which a refund is sort. Upon receiving a written request, ExpressLimoUSA.com would investigate to determine whether a refund is warranted. If a refund is warranted, the refund amount would be credited to the credit card used. 14. Is the Limousine bar stocked with beverages? The bars to our stretched limousines are not stocked with beverages. We provide you with bottled water, and glasses and ice can be provided if requested. For additional price we would accommodate certain request. If you have any questions, please email us at info@expresslimousa.com |