- Making a Reservation
- How do I make a reservation for a GroundLink car
- Where does GroundLink have service?
- What's the difference between the vehicle classes?
- How many bags and luggage can each vehicle type accommodate?
- What information is collected during booking and how is this information used?
- What is the cancelation policy?
- After You Book
- Creating An Account
- Rates & Fees
- How much will my GroundLink ride cost?
- Are there additional or hidden fees?
- Is gratuity included or should I tip the drive when I exit?
- What other fees might I see on my final bill that were not on the ride confirmation?
- What if I'm running late or my flight is late - will my driver wait for me?
- What is surge pricing?
- Airport Pick-ups
- About The Vehicle
Making a Reservation
(1)How do I make a reservation for a GroundLink car?
There are 3 ways:
(2) Where does GroundLink have service?
You can ride with GroundLink in every US and 110 countries. Depending on the location, we can provide you with a vehicle and driver in 30 minutes - 12 hours.
In New York City, we offer RIDE NOW which allows you to book and ride on demand. Book through our mobile app and a car will be at your door within 10 minutes.
(3) What's the difference between the vehicle classes?
GroundLink offers four vehicle classes, three of which are distinguished by the age of the vehicle. The predominant vehicle in our fleet is the Lincoln Town Car and descriptions are below:
Budget: Lincoln Town Car, but of an older variety (2003-2005). There are very few of them left in the fleet so you'll often find them unavailable, but they are clean and safe, and if you can confirm one the price will be less than our other vehicle classes. The vehicle can accommodate up to three passengers and three large bags.
Luxury: A more recent model year of the Lincoln Town Car or similar, which can accommodate up to three passengers and three large bags.
VIP: Lincoln town car or better, and these vehicles are the newest in our fleet. They also accommodate up to three passengers and three large bags.
SUV: Cadillac Escalade, Lincoln Navigator or similar. These vehicles accommodate up to six passengers and six large bags.
(4) How many bags and luggage can each vehicle type accommodate?
Our budget, luxury and VIP class vehicles can accommodate up to 3 passengers and 3 large bags. Our SUV's can accommodate up to 6 passengers and 6 large bags.
If your passenger/bag count exceeds the limits you will need to upgrade the vehicle type or you can reserve an additional vehicle. TLC safety regulations prohibit passengers and bags from riding in the front seat of the vehicle. The driver has the right to refuse the ride if the passenger/bag count exceeds the limits of the vehicle, which will result in extra charges for you, so please book accordingly.
(5) What information is collected during booking and how is this information used?
Any information you provide to us when booking is confidential and never shared with a third party.
We ask for the passenger name, pick-up and drop-off locations, vehicle type, credit card, cell phone number and email address. Your email address is used to send transitional-related communication. We also ask for the passenger's cell phone number so they can receive important SMS alerts on the day of their ride. You can opt out of providing us with an email and cell phone number; however this could result in a number of ride-related issues like missing an error in a reservation or being unable to locate your drive at pick-up, so we advise against this.
(6) What is the cancelation policy?
We know plans can change, so we've designed an industry leading cancelation policy that's flexible for our customers and supports our drivers. We respect your time and your driver's time too - so we won't charge cancelation fees (and any applicable ride-related expenses) unless your driver has already been assigned. See the specifics below.
Our policy varies by pick up location and vehicle type. See more here
After You Book
(1) How will I know my car has arrived and what if I need to contact the driver?
If you've provided us with your cell phone number, you will receive an SMS alert to let you know your driver is on the way and again when he's arrived on site.
If you need to contact your driver for any reason, the best number at which to reach him will also be in the SMS alert. You can also always call us at 855-7-GROUND.
Creating An Account
(1) What's the benefit of creating a GroundLink account?
A GroundLink account allows you to manage your current, canceled and closed reservations; cancel reservations from the web interface; manage payments methods and contact information; and most importantly expedite the check out process.
(2) Does GroundLink offer corporate service?
Yes. We can work with you to customize a travel program that best suites you and your employees. To learn more about opening a corporate account, visit http://www.groundlink.com/corporate-accounts
Rates & Fees
(1) How much will my GroundLink 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. To get an estimate of your ride, please visit groundlink.com and enter your ride details with date and time.
(2) Are there additional or hidden fees?
GroundLink does not have hidden fees. We show you your estimated total upfront, which includes all charges with the exception of wait time, stops, parking or tolls, which cannot be calculated until the ride is complete. See more about our fees and policies
(3) Is gratuity included or should I tip the drive when I exit?
You are not responsible for paying the driver a tip when exiting. In the NYC metro area, you are charged a 15% standard gratuity, which you'll see as a line item at check out. Riding outside of New York, the tip percentage is determined and distributed to the drivers by the company for which they work.
An additional gratuity can be added at your discretion.
(4) What other fees might I see on my final bill that were not on the ride confirmation?
Fees incurred during the ride cannot be estimated beforehand, so you'll see them only on your final bill. Any wait time, additional stops you request and tolls will be reflected on your final bill.
(5) What if I'm running late or my flight is late - will my driver wait for me?
Yes, but please be aware after the wait time grace period you will be charged wait time. With an airport pick-up, if you've provided us with your flight information we will track your flight, in an effort to help you avoid wait time fees.
Our industry leading grace periods are: 30 minutes for a domestic flight/cruise terminal pick-up, 60 minutes for an international flight pick-up and 10 minutes anywhere else. After the grace period passes you will be charged wait time. Wait Time is $1/minute.
We will try to reach you several times before completely canceling your ride. Once your grace period has ended we will wait and additional 60 minutes, reach out to you once more and then we will cancel the ride. You will then be responsible for the base fare, wait time fees and processing fees.
(6) What is surge pricing?
Inclement weather, certain times of day and local events may create unusually high demand for cars. We increase prices slightly at these high-demand times to secure the best, most reliable transportation for you.
(1) Does the driver accept credit cards or cash?
Our drivers do not accept payments in any form. Your transaction must be completed before you ride, either on the web, through our all center or on our mobile app.
(2) Can I book and pay for a ride for someone else?
Yes. You will need to enter their information in the ride details, including the best number to contact the passenger. For payment method, you can enter/use your credit card information.
(3) Will I get a receipt of my ride?
Yes. You will receive a receipt within 24 hours once your ride is completed.
(1) What if my flight is early or delayed?
We ask for your flight information when booking your ride. This information allows us to track your flight - so early or late - when your flight arrives we'll be there. You have the option to disable flight tracking, but we advise against this. If your flight is early you may be kept waiting. If it's late you may incur unnecessary wait time fees.
(2) How will I find my driver? Do you provide meet & greet service?
We offer curb-side pick-up as standard service or meet & greet service for an additional fee.
If you've requested an inside pick-up your driver will meet you at baggage claim.
If you're meeting your driver for curb-side pick-up, please call the driver when you've collected your luggage, using the number you received via SMS to arrange the pick-up location.
About The Vehicle
(1) I have a small child, do I need to bring my own seat?
You can reserve a child seat during the booking process, for an additional fee.
If riding in NYC, the law requires the passenger install the child seat.
(2) Do I need to put my child in a car seat?
Laws vary by state, so you should know and comply with the legal requirements.
(3) Can I smoke in a GroundLink vehicle?
For health and safety reasons, we do not allow smoking in any GroundLink vehicle.
(4) Is luggage allowed inside the vehicle?
All large luggage must fit in the truck of the vehicle. If handheld luggage fits inside the vehicle, then it is permitted only the back seat. By law the front seat cannot hold passengers or luggage.
(5) What are the capacities of your vehicles?
Sedan - 3 passengers and 3 large bags
Minivan & SUV - 6 passengers and 4-6 bags
Full-size van - 14 passengers, bags depend on number of passengers and their size
Stretch Limos - 6 passengers, luggage amount is limited