Policies & Procedures

Changes:  We can be reached 24/7 at 800-986-9622 or 914-741-6276 with any questions or changes to reservations.  Please allow ample time (at least two hours) for itinerary changes so we can adjust your US-based reservations without charge.   Changes made within 8 hours of your scheduled pick-up time must be received via telephone.  All other changes can be made via our On-Line Reservation System.  Please do not e-mail itinerary changes.

Cancellations:  Cancellations for US-based reservations must be received two hours before scheduled pick-up time to avoid a cancellation charge.  In order to ensure you receive a confirmation number, all cancellations must be made via telephone. 

International Reservations:  Due to time differences and more complicated logistics when booking international reservations, please provide 24 hours notice for cancellations or itinerary changes.  A cancellation fee may be charged if we do not receive 24 hours notice.  We will do our best to accommodate changes received within a shorter timeframe.

Locating Your Chauffeur:  If you cannot locate your chauffeur, please call our office. We are available 24/7 at 800-9Town Car (800-986-9622) or 914-741-6276.  If you leave without contacting our office, you will be charged the full fare.  Please make sure all travelers have our phone numbers.  Do not rely on directory assistance services.  Unfortunately, they may not provide you with the right number.   

Waiting Time:  One hour of free waiting time (commencing from confirmed arrival time provided by the airline) will be allowed on all airport pick-ups. There will be 15 minutes of free waiting time on all other pick-ups. Following the free waiting time, there will be a charge of $48.00 per hour, or portion thereof, for fixed rates.  For hourly rates, the waiting time will be based on the hourly rate of the vehicle reserved.

Travel Delays:  Unfortunately, frustrating flight delays are a common occurrence while traveling, particularly during bad weather.  We use all available technology to ensure we have accurate data for your flight arrival.  However, pertinent information is often not available until your chauffeur is already at the airport.  This may result in excessive wait times.  In these circumstances, we must charge “wait time” to ensure the chauffeur will be there when you finally arrive.  To minimize these charges, please contact us as often as possible with updates regarding your arrival time.