Frequently Asked Questions
Making a Reservation
You can ride with GroundLink in every U.S. city and in 110 countries and over 460 cities worldwide. Rides can be booked in advance using any of our reservation methods. Most reservations need to be scheduled between 30 minutes to 4 hours before your requested pick-up time. Advance reservation times differ based on the pickup location. In New York City, Chicago, Dallas, Houston, and Boston, we offer through our mobile app a RIDE NOW® feature which allows you to book a car and then ride on demand. With RIDE NOW® a vehicle will be at your door within 10 minutes.
GroundLink offers a wide selection of vehicle types to best meet the needs of our passengers and travel organizers. To learn about the differences, please visit Our Fleet page.
Each vehicle can accommodate a different number of passengers and bags. Please visit Our Fleet page to view our passenger and bag limits for each car class.
If your passenger/bag count exceeds the limits, you will need to upgrade the vehicle type or 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. This will result in extra charges for you, so please book accordingly.
Any information you provide to us when booking is confidential and never shared with a third party.
We ask for the passenger's name, pick-up and drop-off locations, vehicle request, credit card information, mobile number and email address. The email address you provide us with will be sent the booking confirmation and a final receipt. We also ask for the passenger's mobile number so they can receive essential SMS alerts on the day of their ride. You can opt-out of providing us with an email address and mobile 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 driver at pick-up. We strongly recommend that all passengers provide a valid email address and mobile number.
We know plans can change, so we've designed an industry-leading cancellation policy that's flexible for our customers and supports our drivers. We won't charge cancellation fees (and any applicable ride-related expenses) if you cancel before the times outlined on our cancellation policy page. Since our policy varies by pick-up location and vehicle type, please visit Our Cancellation Policy page for more information.
After You Book
If you've provided us with your mobile number, you will receive an SMS alert to let you know your driver is on the way and again when they arrive at your pickup location.
If you need to contact your driver, the best number to call will be listed in the SMS alert. You can also always call us at (855) 747-6863.
Creating an Account
A GroundLink account allows you to quickly view and manage your current, canceled and completed reservations. It also allows you the ability to edit or cancel any reservations, manage your payment methods and contact information, and most importantly it expedites the booking process.
Yes. We can work with you to customize a travel program that best meets your needs and the needs of your travelers. To learn more about opening a corporate account, visit Our Corporate Page.
Yes, your login information is the same on GroundLink as it was on LimoRes. We encourage you to sign in on the GroundLink website before starting to book your reservation so all your saved information will be available to you at the start of the booking process. Learn more here.
At the end of each booking on the confirmation page, you will have the option to save the addresses or the entire ride to your favorites. These favorites are available on web or mobile anytime you book to save time. Items may be deleted from favorites from the payments page on web or the mobile app.
Corporate Account Users
Payment options are typically specified on the account and can be checked on payment options. If a global account form of payment is available, it will be specified here. In addition, individual corporate cards can be added on that page.
In your profile, alongside your corporate account, you will see “Ride Policy.” Your ride policy specifies the car classes you can book under the account. Your program coordinator set this ride policy at each account level.
On a corporate account, travel arrangers and passengers may assign themselves directly to passengers so that they can book, edit, manage and view ride activity for that passenger. This is especially handy if you have a travel arranger that generally books rides for you or does your monthly expenses. Any time a travel arranger is assigned to you, you will receive an email alert.
Receipts may be retrieved individually for each ride by opening that ride and selecting export receipt. Receipts may also be downloaded in bulk for say monthly expenses by selecting a date range or month, selecting the rides you would like receipts for and clicking export receipts.
Yes, all of your account information, preferences and payment options are available on the mobile app.
Rates & Fees
GroundLink’s fares are based on distance calculations from the pick-up to drop-off location. In certain locales, 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 the date and time you will need the service. GroundLink reserves the right to change its base rates and fees at any time with or without notification.
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, congestion tax or tolls, which cannot be calculated until the ride is complete.
You are not responsible for paying the driver a tip when exiting. Within the U.S you are charged a 15% standard gratuity, which will appear as a line item at check out. An additional gratuity can be added at your discretion. Riding outside of the U.S, the tip percentage is determined and distributed to the drivers by the company for which they work.
By the hour job rates are calculated based on the pickup location, route taken, and drop off location for the ride using a zone fare pricing model. During booking, GroundLink provides a rate that is based on the ride staying within the pickup zone. Should you go to a different zone during your by the hour ride, the rate of the ride will be adjusted to reflect the actual ride taken.
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 for anywhere else. After the grace period expires 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 an 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 safety assurance fees.
- In an effort to increase the amount of supply available during inclement weather, certain peak travel times and local events, GroundLink has instituted demand-based pricing in order to maximize the chance that there will be a car available for you when you need one. During times of high demand we will increase prices in order to secure the best, most reliable transportation for you.
Our drivers do not accept payments in any form. Your payment information will be gathered during the booking process whether you book online, through our app or by phone.
Upon confirmation of your reservation, we authorize your card for the estimated cost of your ride. This is not a "true" charge and usually shows up in the pending charges section of your credit card statement.
GroundLink does not hold any payment for an upcoming ride until 5 days prior to scheduled pick-up unless the scheduled ride occurs within 5 days of the booking date.
Once your ride is completed, the credit or debit card you provided will be charged for the actual costs incurred for the ride. A final receipt will be emailed to you within 48 hours of your completed ride.
You will receive a receipt via email 24-48 hours after your trip has been completed. If you do not receive a receipt contact our Customer Service department.
You can also print ride details from the "My Dashboard" section of our website. Ride Details reports are updated 24-48 hours after a ride and will reflect final charges.
Concur® Expense Integration
Navigate to “My Profile.” Select “Manage Expenses and Receipts.” Adjust the status for SAP® Concur® integration to ON. Provide your Concur® Expense login credentials to verify and complete the connection. All e-receipts will automatically be sent to your Concur® Expense report when the receipt is generated after each ride, unless you turn off the connection in your profile. Questions? Contact [email protected]
You are unable to complete this integration on behalf of another person’s account. The individual traveler must initiate the connection between their own GroundLink and Concur® Expense accounts following the process above. Questions? Contact [email protected]
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 because if your flight is early you may be kept waiting or if it's late you may incur unnecessary wait time fees.
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 for domestic flights and outside of customs for international flights.
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
You can reserve a child seat during the booking process, for an additional fee.
In order to ensure the safety of the child and proper installation of the car seat, the driver may ask for assistance when installing the car seat. In NYC, the law requires the passenger perform the installation.
Laws vary by state, so you should know and comply with the legal requirements.
For health and safety reasons, we do not allow smoking in any GroundLink vehicle.
All large luggage must fit in the trunk of the vehicle. If handheld luggage fits inside the vehicle, then it is permitted only in the back seat. By law, the front seat cannot hold passengers or luggage.
Please visit Our Fleet page to learn more about our vehicles and their passenger and luggage capacities.
Pets are allowed in GroundLink vehicles. If the pet weighs more than 15 pounds, then they must be in a carrier. Please note that certified service animals and emotional support animals do not need to be placed in a carrier. To ensure a smooth ride for both you and your pet it is best to call us beforehand at (855) 747-6863 to make arrangements so we match you with a pet-friendly driver.
From time to time GroundLink will offer customers promotional discounts on rides. Please note that only one code will be accepted per reservation and the code must be entered at checkout in order for the discount to be applied to the reservation.