Frequently Asked Questions
Reservations and Traveling General FAQ’s
- To which areas will you travel?
- What are your hours of operation?
- What is your minimum hourly requirement?
- Can we book your vehicles for less than 3 hours?
- How do I know what size limousine is best for my needs?
- How much notice is required to make a reservation?
- How do I reserve a limousine?
- So, once I submit an online reservation, what happens next?
- Is my personal or company information secure?
- When does the hourly rate start?
Airport Service FAQ’s
- What is offered with airport service?
- How much time should I allow to get to the airport?
- For what time should I schedule a reservation for a pickup from the Airport?
- If I have already booked a reservation from the airport, what should I do once I land?
- What if we cannot find our chauffeur at the airport?
- Does SF Limousine Service track all flights?
- What if my flight is late?
- When does waiting time charge apply for pickup at the Airport?
Wedding Service FAQ’s
- How far in advance should I book my wedding?
- How do I go about booking my wedding?
- What is included in a wedding package?
Rescheduling/Cancellation FAQ’s
- What is your cancellation policy?
- What if I am unable to arrive in time for a reservation?
- May I make a last minute change to my reservation?
- May I reschedule an Airport service?
- Will my credit card be charged if the departing flight is canceled?
- Will my credit card be charged for waiting time if the flight is delayed?
Payment/Tools/Cost FAQ’s
- Who is responsible for bridge toll charges incurred during my trip?
- May I pay cash for the trip?
- May I pay with a personal or business check?
- Can I get a receipt when I pay in cash?
- Will I be charged for waiting time? If so, how is waiting time charged?
- What happens if we do not use all of our scheduled time?
- How do I handle the gratuity for the chauffeur?
- Does the fare include tolls and tip?
Credit Card Payment FAQ’s
- Why do you need my credit card prior to my reservation?
- Is it safe to provide my credit card details online?
- When my credit card will be charged?
- Why does my charge card bill show a charge on a day that I did not travel with SF Limousine Service?
- Why will the driver ask for my credit card, after I have given that information to the company prior to my reservation?
- May I change my form of payment at the end of the trip?
- Do we charge your credit card if your flight is cancelled?
RESERVATIONS AND TRAVELING
To which areas will you travel?
San Francisco Limousine Service will travel anywhere you want to go!
What are your hours of operation?
Our dispatch office is open Monday thru Friday 8:00am to 10:00pm; Saturdays and Sundays from 9:00am to 3:00pm. Our vehicles run 365 days a year, 7 days a week, 24 hours a day. If you have an emergency or require immediate assistance after business hours our service will give you an emergency number to call.
What is your minimum hourly requirement?
There is a three hours minimum in most cases such as nights out on the town and weddings. One way transfers and VIP clients have a 2 hour minimum. Airport runs are priced at a flat rate.
Can we book your vehicles for less than 3 hours?
For special rates and quotes, please call or email us.
How do I know what size limousine is best for my needs?
Limousines are rated by the number of passengers they are allowed to hold. San Francisco Limousine Service has sedans (up to 4 passengers), stretch limousines (up to 10 passengers), SUV's (up to 6 passengers), vans (up to 14 passengers) and mini-bus (up to 24 passengers). For the best comfort for your event you should subtract 2 from the above numbers (except for sedans). If you are booking airport transportation, please be aware of the size and amount of luggage your party has; if you have 8 people going to San Francisco airport with a lot of luggage you would want to consider using the 14 passenger van for the most comfort.
How much notice is required to make a reservation?
SF Limousine Service suggests that you book a reservation at least 24 hours in advance to ensure a car will be available. However, we can often provide unscheduled pickups. You may call us for same-day availability.
How do I reserve a limousine?
Reservations can be made online here, by calling us at 415.888.3857 or emailing us at reservation [at] sanfranciscolimousines.biz. The trip will be charged once it is complete but If your trip requires a deposit, i.e. proms, weddings, tour, special events, the deposit will be charged the day you book your trip. If you would like to pay by check we still need a credit card number to hold your reservation. All personal check payments must be received 10 days prior to your event. Please contact us for information regarding the establishment of a new corporate account.
So, once I submit an online reservation, what happens next?
Once you have submitted an online reservation your reservation request will be reviewed then confirmed, and you will receive a confirmation notice via email, phone, or fax that your reservation has been approved and is an actual order. If there were any issues with your reservation, you will be notified as well.
Is my personal or company information secure?
All personal information is stored on our secure servers and is used for internal purposes only. Under no circumstances will we share your information with a third party.
When does the hourly rate start?
Unlike other companies who start the clock when the limo leaves the base, our hourly rates begin when the car arrives at your doorstep. It ends at your final destination.
AIRPORT SERVICE
What is offered with airport service?
Our airport service is a door-to-door service in a private vehicle of your choice. We provide complimentary notebook with wireless internet in Lincoln town car sedan for your trip.
How much time should I allow to get to the airport?
The traffic flow between your pick-up city to the Airports is unpredictable, please consult your Airline and use common sense when booking your reservation. Add extra time for bad weather or around holidays.
For what time should I schedule a reservation for a pickup from the Airport?
We recommend scheduling your reservation time to your flight’s estimated time of arrival.
If I have already booked a reservation from the airport, what should I do once I land?
Please see SF Bay Area Airports Limo Service Arrival Instructions here.
What if we cannot find our chauffeur at the airport?
Please call our office at 415.385.4475. San Francisco Limousine Service stays in constant contact with our chauffeurs.
Does SF Limousine Service track all flights?
Yes. SF Limousine Service utilizes a computerized flight tracking system allowing us to keep tabs on your flight. Should your flight be late or early, we will ensure that your chauffeur will be there.
What if my flight is late?
SF Limousine Service will monitor your flight to make sure your driver will be there when the flight arrives. If you do find out your flight is going to be delayed, please call our office ASAP, anytime day or night and we will get in touch with the chauffeur to let him/her know the flight status.
When does waiting time charge apply for pickup at the Airport?
SF Limousine Service rarely charges for waiting time at the airport, because most passengers are leaving the airport within 30 minutes. We give passengers on a domestic flight 30 minutes free waiting time from the time the flight lands, and for international flights we give 45 minutes free waiting time from the time the flight lands. After the free waiting time we charge for waiting time in 15-minute increments. Waiting time charge is equal to vehicle hourly rate, for example, luxury sedan hourly rate is $60 so for 15 minutes waiting time the charge is $15.
WEDDING SERVICE
How far in advance should I book my wedding?
As soon as you have confirmed your wedding date, church and reception location, it is a good idea to book your limousine. Our Bentley is booked for the wedding season very early on so you will want to make your reservation as soon as you have your information.
How do I go about booking my wedding?
Call us with your wedding information. There is a $100 deposit required for the stretch limousine. All balances are due 10 days prior to your wedding.
What is included in a wedding package?
Our wedding package includes complimentary Champagne or sparkling cider, red wedding carpet, "Just Married" sign and a professionally trained and attired chauffeur. Multi-car discounts are available. The chauffeur is there for you and to serve your needs, so additional stops and changes to your schedule within your rental time can be made at the last minute with no additional charge.
RESCHEDULING/CANCELLATION
What is your cancellation policy?
Airport Service Cancellation:
THE FULL FARE will be charged for cancellations in the two following cases:
I. Cancellations after the driver has already been dispatched (normally 2 hours prior to pickup time).
II. If the passenger fails to be at the designated pickup location (no-show).
$10 Administrative charge for airport service will apply if cancellation is requested before the driver has been dispatched.
Chartered Service Cancellation:
A minimum of 24 hours notice is required for cancellation of all hourly charters and 72 hours for special charter arrangements (e.g. weddings, proms, wine tours) to avoid the charge of the full fare. A non-refundable 30% deposit is taken on all charters.
What if I am unable to arrive in time for a reservation?
If a client fails to show up at the scheduled pickup time and/or location (no-show), he or she will be charged the full rate. To avoid being charged you must call your cancellation in the event your plans or flight has been changed.
May I make a last minute change to my reservation?
SF Limousine Service attempts, to the best of its ability, to accommodate last minute changes. If you would like to make a change to your reservation, please notify us of your change at least 2 hours in advance.
May I reschedule an Airport service?
Airport service rescheduling is possible at no extra charge, as long as rescheduling is requested before the driver is dispatched.
Will my credit card be charged if the departing flight is canceled?
We do not charge your credit card when your departing flight is cancelled!
Will my credit card be charged for waiting time if the flight is delayed?
We do not charge your credit card for waiting time when your flight is delayed! We are monitoring the flight and waiting for you!
PAYMENTS/TOLLS/COST
Who is responsible for bridge toll charges incurred during my trip?
Passengers are responsible for bridge toll charges incurred throughout the trip. Upon arrival at your destination, your driver will inform you of the additional toll charge. The fare quoted by a reservationist or on our website does not include the toll amount.
May I pay cash for the trip?
Cash is always accepted; however we do need to have a credit card on file to hold a reservation.
May I pay with a personal or business check?
No, we do not accept checks. We accept cash, all major credit cards, including American Express, Visa, MasterCard, Diners and Discover, as well as PayPal.
Can I get a receipt when I pay in cash?
Yes. Your driver will provide you with a cash receipt in the vehicle at the end of your trip. If you forgot to get a receipt in the vehicle, you can call our office at (415) 385-4475 and request that a receipt be faxed or mailed to you.
Will I be charged for waiting time? If so, how is waiting time charged?
Yes. Waiting time charges may be incurred if a passenger arrives late to a pick-up. Waiting time is based on the hourly rate for a particular vehicle and is charged at 15 minute increments.
We do not charge waiting time for pick-ups at the airport.
Time spent waiting at additional stops will also be charged as waiting time. Waiting time charges may apply after the complimentary waiting time expires on a round-trip.
What happens if we do not use all of our scheduled time?
If your evening comes to an early end, you are required to pay for our minimums even if they are not used. The Monday through Thursday minimum is 2 hours. Friday and Saturday there is a 3 hour minimum. Minimums are subject to change. If, for example, you book 4 hours and only use 3 on a Saturday, you will only be charged for the 3 hours of service. If however, you only use 2 hours, you will be charged the minimum of 3 hours of service.
How do I handle the gratuity for the chauffeur?
When traveling in a Luxury Sedan or 10-passenger Van, the gratuity is at the discretion of the passenger. Standard gratuity is between 15% and 20% of your trip, about what you would pay at a restaurant. When traveling in a stretch limousine, SUV and 14-passenger van, a mandatory gratuity of 20% will apply.
The fare quoted by a reservationist or on our website does not include the tip amount. You can either pay your chauffeur cash or we can add the gratuity to your credit card after the trip is completed.
Does the fare include tolls and tip?
No. The fare does not include tolls, tip, waiting time or additional stops.
CREDIT CARD PAYMENTS
Why do you need my credit card prior to my reservation?
We do take your credit card information, so we can reserve a car for you!
Is it safe to provide my credit card details online?
All transactions with SF Limousine Service take place on a secure server using SSL encryption technology to ensure a high level of security when you enter your personal and payment details.
When my credit card will be charged?
SF Limousine Service will charge your credit card after your trip has been completed. Some vehicles such as stretch limousines for weddings & proms require a deposit.
Why does my charge card bill show a charge on a day that I did not travel with SF Limousine Service?
Charge card bills will show the day the card was charged, not the date-of-travel. Your card will typically be charged 1-to-5 days after the date-of-service. FAXed or e-mailed receipts from SF Limousine Service will always display both dates.
Why will the driver ask for my credit card, after I have given that information to the company prior to my reservation?
We do need imprint of your credit card and signature for amounts more than $100.00! So if you are in this group of customers, please have your credit card in possession while using our service!
May I change my form of payment at the end of the trip?
Yes. Please remember that if you reserved your trip with a debit/credit card, the temporary hold on your card will last 3 -5 business days before the funds are released.
Do we charge your credit card if your flight is cancelled?
Arriving flight: NO! We do not charge your credit card as long as we have a valid flight information on file!
Departing flight: NO! We do not charge your credit card, If the car wasn't dispatched yet!
