Frequently Asked Questions

Reserving a Vehicle
Airport Service
Rates and Fees
Payment Method
Callbacks and Wait Charges
1. How will I know when my vehicle has arrived to pick me up?
2. What happens if I miss the call or don't get a call when my driver arrives?
Vehicle Issues
Lost and Found

Reserving a Vehicle

(1)How can I make a reservation with GroundLink?

GroundLink has several reservation options.

Web: http://www.groundlink.com
Phone: 877-227-7260
Mobile App: http://www.groundlink.com/app
Email: reservations@groundlink.com

(2) Where does GroundLink offer service?

Worldwide. Through an expansive network of trusted partners, GroundLink offers service in 110 countries (that's 400 cities and 5000 airports). Depending on the location, we can provide you with a vehicle and driver in 30 minutes - 12 hours. Travel anywhere in the world can be booked using any of our reservation methods.

In NYC, we have launched our "Ride Now" service that allows you to book a car on demand using our mobile app.

(3) What types of vehicles does GroundLink provide?

From a town car to a stretch limousine to a passenger van, GroundLink offers an extensive array of vehicles that can accommodate anyone from single passenger to a large group. When making your reservation, select the vehicle class that best meets your needs and budget.

(4) What information is needed for booking a reservation?

We collect as much information about your ride during the reservation process as we can to ensure we provide a vehicle that is on time and best meets your needs. During the order process, we will ask for your name or the passenger's name, contact phone number, pick up and destination locations, flight information if we're picking you up from the airport, number of passengers and also any special travel needs such as pet-friendly vehicles, car seats, wheel chair accessibility, excess luggage, etc.

We will also ask for your email address and billing information. When you provide your email address to GroundLink, you will receive an email confirmation of your order and an itemized receipt once you complete your trip. Your credit card will be authorized for 1.5 times the amount of your trip when you make your reservation and then billed for the exact trip amount once you complete your ride.

(5) I have more than one place to go and need a driver for the day. Can GroundLink provide that?

Yes. Sometimes your day or night takes you to more than one destination. For an hourly rate, GroundLink can provide a vehicle and driver that can transport you between errands, to multiple meetings, on an extending shopping trip, etc. In most cities there are minimum hire times; Manhattan - 2 hours, Outer NYC Boroughs and Tri-State area - 3 hours, other cities - varies.

To reserve a vehicle by the hour, call us (877-227-7260) or email your itinerary and we will provide you with a rate.

(6) Can I create an account and save my credit card number?

GroundLink offers users the opportunity to create a user profile making future bookings easy. By creating a user profile when you complete your first order, you can manage your reservations, adjust your communication preferences, save addresses and store billing information. This will expedite the reservation process when you book future rides.

Personal accounts are offered as well for customers who would like to pay for rides of multiple users under one charge account or one credit card.

(7) My clients and employees travel all the time. Do you offer corporate charge accounts?

GroundLink understands the needs of business travelers. We offer charge accounts with monthly billing for companies. Your employees can book their rides, charge them to the corporate account, and you will receive an invoice at the end of the month.

A customer profile can be set up for both corporate charging and personal credit card use making travel for business or leisure seamless for our users.

(8) What is GroundLink's cancellation policy?

There is no cancellation fee when 24 hours notice is given for a cancellation unless a contract for a special events vehicle specifies otherwise. We are able to accommodate most cancelations for no fee 1-3 hours before the scheduled pick up time. Our entire cancellation policy can be viewed here.

Airport Service

(1) Does GroundLink provide meet and greet service at Airports?

Inside (meet and greet at baggage claim) or Outside (curbside pickup) service is available at airports. Select the service that best meets your needs during the order process.

When Inside service is selected, your GroundLink driver will meet you inside the airport at baggage claim (domestic flights) or outside Customs (International flights) with a GroundLink sign labeled with your name. An additional fee plus parking applies for inside pickup service.

(2) What if my flight is late? Will GroundLink wait for free?

What if my flight is late? Will GroundLink wait for free?

Once we have updated your pick up time, we also provide you with a grace period before we begin charging for wait time: 30 minutes for Domestic flights, 1 hour for International flights.

If it takes you longer to retrieve your luggage, or if you come out later than the allotted free wait, you will be charged for waiting time at a rate of $1 per minute.

(3) If my flight is delayed, how can I inform my driver?

GroundLink will verify the arrival time for your flight. We ask for your flight information during the reservation process so we can track your flight and update your pick up time if your arrival changes. As long as you remain on the same airline and flight, you do not need to contact GroundLink about your flight. If you change your airline or flight, call GroundLink with the updated information so we can track your new flight.

Rates and Fees

(1) How much will my ride cost?

GroundLink's fares are based on distance calculations from the pick up to drop off location. In certain locales such as NYC, the distance is calculated by zone. In others, the calculation is based on the exact start and end points. For most domestic and international reservations, gratuity is included in the base fare. Additional tips are up to the passenger's discretion.

In NY, CT and NJ, 15% gratuity is charged in addition to the fare. Quoted fares do not include tolls, gratuities, stops, waiting time, parking, etc. If tolls or parking fees are incurred during the trip, your driver will pay them at the time and will add the charges on at the end of your ride. Additional fees will be added as they occur.

(2) Are there hidden fees?

GroundLink makes all charges transparent to the customer. You will see your total before you book. Since we cannot anticipate waiting time, parking fees, tolls or circumstances that may come up for you during your ride, those fees must be added at the end of your ride.

(3) What if I am running late and need my driver to wait?

We know unanticipated events may arise and through communication with your driver, you can ask them to wait. Every ride has a grace period before waiting time begins. Once a grace period is over, the driver will charge for waiting time at a rate of $1/minute.

Pick-up Location Type	Grace Period
Non-airport	10 minutes
Airport (Domestic flight)	30 minutes
Airport (International flight)	1 hour

Payment Method

(1) Does GroundLink accept credit cards?

Yes. We accept all major credit cards. When you book your reservation, we authorize 1.5 times the amount of your reservation total and obtain approval from the credit card company Your card will be charged only after completion of your trip.

In order to adjust the payment method, contact GroundLink at 877-227-7260prior to your pickup time.

(2) Does GroundLink take case?

For the safety of GroundLink drivers and passengers, drivers do not carry cash and cannot accept cash as payment. GroundLink requires a credit card or direct bill (invoice) account for all rides.

(3) Can I book a vehicle for someone else and pay for it?

Yes. You can make a reservation for someone else. Entering your credit card number on the order authorizes GroundLink to charge the trip to your credit card.

(6) How can I get a receipt for my trip?

In an effort to save our customers time and to preserve the environment, GroundLink introduced voucher-free rides in the greater NYC area. Unless you request a voucher (paper receipt), your GroundLink driver will not offer a voucher. Immediately after your driver closes your job using their mobile application, you will receive a receipt detailing all of your charges, via email.

Callbacks and Wait Charges

(1) How will I know when my vehicle has arrived to pick me up?

GroundLink uses phone calls and SMS (text) messaging to communicate with you before your pick up. We will call and text when your vehicle is on its way and once your driver is on location.

Our drivers often arrive early. Your grace period does not start until your schedule pick up time.

(2) What happens if I miss the call or don't get a call when my driver arrives?

Customers are responsible for being at their reserved vehicle at the time of pick up. GroundLink utilizes both voice calls and SMS messaging as well as mobile app messaging for mobile users, to keep in contact with our customers beginning 30-minutes before the scheduled pick up time. GroundLink can't be responsible for calls or messages that go unanswered or do not go through.

If you do not receive a call or text by your scheduled pickup time, contact GroundLink at 212-253-8000.

Waiting time charges will apply from the scheduled time of pickup. See Wait Time policy.

Vehicle Issues

(1) I have a small child. Do I need to bring my own car seat?

GroundLink will provide a car seat at an extra fee. The car seat must be requested during the order process so that the driver arrives prepared with a car seat available. In NYC, the passenger is required by law to install the car seat. The driver cannot be responsible for this.

(2) Do I need to put my child in a car seat?

Laws regarding car seats vary. Passengers are responsible for obeying the law.

For example, NYC Taxi and Limousine Commission rules deem car seats optional for small children or babies. Laws in other areas vary.

(3) Do I have to wear a safety belt in a GroundLink car?

Laws regarding safety belts vary by locality. Passengers are responsible for obeying the law.

For example, NYC Taxi and Limousine Commission rules deem car seats optional for small children or babies. Laws in other areas vary.

(4) Can I smoke in a GroundLink vehicle?

Unfortunately, we do not allow smoking in any vehicle. For health and safety reasons, and in some locations legal reasons, we do not allow smoking.

The NYC Taxi and Limousine Commission prohibits smoking by passengers and drivers, for example.

Drivers are responsible for keeping vehicles must be clean and smoke-free at all times. If you have an issue with the cleanliness or odor of your vehicle, please notify GroundLink.

(5) Does GroundLink allow luggage inside the cab of the vehicle?

All baggage must fit in the trunk. Sedans can accommodate up to 3 pieces of luggage. A larger vehicle, such as an SUV or passenger van, can be ordered to accommodate larger quantities of luggage.

(6) Can I store my luggage in a GroundLink vehicle?

If you are making more than one stop and want to store luggage or other items in the vehicle after your driver has dropped you off, you will be charged the hourly rate applicable for that vehicle. We cannot utilize the vehicle to pick up other passengers until all belongings have been removed.

(7) My dog or cat travels with me. Can they ride in a GroundLink vehicle?

Service dogs are allowed to ride with passengers without exception. All other pets are acceptable (at no additional charge) if they are in the proper crate/cage (ex. dogs, cats, snakes, birds, rodents, insects, etc.) Drivers may accept an un-caged/crated animal at their discretion.

(8) What is the capacity of your vehicles?

The capacity of a vehicle depends on the vehicle. Below are limits for each vehicle class:

Sedan: up to 4 passengers, and three 27" bags.
Minivan and SUV: up to 6 passengers and 4-6 bags.
Full-size van: up to 14 passengers, total baggage varies depending on number of passengers
Stretch Limousines: 6, 8 or 10 passengers depending on size, limited baggage
Coaches: 15 to 56 passengers depending on size

Lost and Found

GroundLink is not responsible for items left in the vehicle. Please be sure to inspect the vehicle carefully before you exit to ensure you have all of your belongings. As a courtesy to our clients, we will make any effort to locate your reported "lost" items or inform you if we come across an item that was left behind. We will send lost items to you at you own expense, or they will be available for pick up in our NYC office.