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Frequently Asked Questions


Making a Reservation

Where does GroundLink provide car service?

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.

What's the difference between the vehicle classes?

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.

How many passengers and bags can each vehicle type accommodate?

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.

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'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.

What is GroundLink's ride cancellation policy?

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

How will I know my car has arrived and what if I need to contact the driver?

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

What's the benefit of creating a GroundLink 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.

Does GroundLink offer services for corporations?

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.

Will my LimoRes.net login work on GroundLink.com?

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.


What are Favorites?

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

What are my Payment Options?

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.

What is my Ride Policy?

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.

Who are assigned Travel Arrangers?

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.

How do I retrieve receipts?

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.

Is my account information available on the mobile app?

Yes, all of your account information, preferences and payment options are available on the mobile app.

Rates & Fees

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, 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.

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, congestion tax or tolls, which cannot be calculated until the ride is complete.

Is gratuity included or should I tip the driver when I exit?

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.

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,  congestion tax and tolls will be reflected on your final bill.

See more on our policies for wait time, stops and tolls.

How are by the hour job rates calculated?

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.

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 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.

What is demand-based pricing?
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.


Does the driver accept credit cards or cash?

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.

When will my card be charged?

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.

Will I get a receipt of my 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

How do I connect my GroundLink and Concur® Expense accounts for automatic e-receipts?

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]

How do I connect the GroundLink and Concur® Expense accounts for someone whom I book travel for?

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]

Airport Pick-Ups

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 because if your flight is early you may be kept waiting or if it's late you may incur unnecessary wait time fees.

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 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

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.

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.

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.

Can I smoke in a GroundLink vehicle?

For health and safety reasons, we do not allow smoking in any GroundLink vehicle.

Is luggage allowed inside the 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.

What are the capacities of your vehicles?

Please visit Our Fleet page to learn more about our vehicles and their passenger and luggage capacities.

Can I travel in a GroundLink vehicle with a pet?

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.


Does GroundLink offer discounts on rides?

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.

Privacy Policy

Where can I view GroundLink's Privacy Policy?
GroundLink's Privacy Policy can be viewed at groundlink.com/privacy-policy.

Didn't Find Your Answer? please feel free to ask us anything


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