+1 925-339-9477
FAQ
FAQ / Policy
Airport Pickup Instructions (Curbside)
If you arranged curbside pickup:
Upon your arrival at the airport, please proceed to the baggage area to retrieve your luggage. Our driver/dispatcher will contact you via call or SMS upon the arrival of your flight and guide you to the pickup location. In case you do not receive any message from our driver/dispatcher, please call 925-339-9477, and the dispatcher will direct you to the pickup location at the airport. The pickup process takes approximately 3-10 minutes after receiving a call, depending on the airport traffic conditions at that time. We highly recommend that our international non-US/Canada cell phone clients arrange for Meet and Greet Service/Inside Pickup for a hassle-free experience. NOTE: NOT ALL AIRPORTS ALLOW CURBSIDE PICKUP
Airport Pickup Instructions (Inside Pickup)
If you arranged inside / meet-n-greet service.
Our professional chauffeurs will be waiting for you at the baggage claim area or the gate, holding a welcome sign with your name on it. You may also receive a text message upon arrival with the driver’s name and phone number. Please note that depending on the airport's regulations, there may be an additional fee for Inside Pickup. For further details, please contact us at +1-925-339-9477 or email us at info@greatwaylimo.net.
Cancellation Policy
Air port and Point-to-Point Transfers:
To ensure that we provide the best service to all of our customers, we kindly request a 24-hour notice for any Airport Departure and Arrival reservations. We understand that unexpected situations may arise, but please keep in mind that late cancellations and no-shows can significantly impact our ability to accommodate other guests. Therefore, to ensure fairness to all, we will charge the total rate, including gratuity, in the event of a late cancellation or no-show. Thank you for your cooperation and understanding.
Special Event Limos and Charter Buses:
We would like to remind you of our cancellation policy, which is designed to ensure that we can provide the best possible service to all our customers. Depending on the type of service, region, special events, and day of the week, the cancellation notice period ranges from 3 days to 1 week. For complete details, please do not hesitate to contact us at 925-339-9477. To cancel a service, kindly send us an email at info@greatwaylimo.net or call us at 925-339-9477 and request a cancellation number. We value your business and appreciate your cooperation with our cancellation policy.
Additional Charges
Early Bird / Late Night Pickup Fee
- Please note that there will be an additional charge of $15.00 for services provided between 11:00 PM and 5:00 AM.
Extra Stop Fee
- Airport and point-to-point transfers will cost a minimum of $15. Additional fees will apply for any extra distance covered during the trip.
Tolls and Parking Fee
- Please be aware that there may be additional charges for tolls, parking, and other fees during your trip. However, rest assured that the exact total amount due will be calculated and presented to you at the end of your journey.
Waiting Time Charge
Airport Arrivals (No Waiting Time Charge for first 60 Minutes
Please note that waiting time charges will commence 60 minutes after your flight arrives. We track your flight's arrival time by contacting the airline and through www.flightview.com and www.flightaware.com. The waiting time fee is $0.75 per minute, charged per hour or in half-hour increments, depending on the vehicle. However, no waiting time charges will apply for hourly bookings or any pickups from the airport.
Airport Departures and Point-to-Point Transfers
Please be advised that a waiting time fee will be charged should there be any delay in your prearranged pickup time beyond the first 15 minutes. The waiting time fee will be $60 per hour or at an hourly increment, depending on the type of vehicle. We kindly request that you make every effort to ensure that you are ready for your pickup at the specified time to avoid any unnecessary charges. However, we do understand that unforeseen circumstances may arise, and we reserve the right to apply the waiting time fee at our discretion. Thank you for your cooperation in helping us to maintain our high standards of service.
No-Show Policy
Please be aware that if you are not present at the designated pickup location at the scheduled time, you will be considered a "no-show" and charged the full fare, including gratuity. However, if you are unable to locate your chauffeur for any reason, please contact our dispatcher at +1-925-339-9477 to avoid being billed as a no-show. We kindly request that you do not leave your location without communicating with our dispatcher. Please note that Greatway Limo Service cannot be held responsible for any service delays or disruptions caused by natural events or circumstances beyond our control.
Other Important Information
No Smoking Policy
- The entire fleet of Great Way Limo is smoke-free. If a client needs to smoke during an event, our chauffeurs are instructed to park the vehicle in a safe area.
Payments
- Payment for services is required at the time of service, and the payment method may depend on your account settings. We accept cash, American Express, Discover, MasterCard, and Visa. For Corporate Accounts, we offer the option of being billed semi-monthly. Invoices are due immediately upon receipt.
Liability
At Greatway Limo, we strive to provide our clients with the best possible experience during their limousine rental. To ensure that our clients are fully informed of their responsibilities and our policies, we would like to remind everyone of the following:
- While we take great care to maintain our fleet of vehicles, mechanical breakdowns can occur despite our best efforts. In such cases, we will work with the client to make up for any lost time at a mutually convenient date.
- To protect our vehicles and ensure that they remain in top condition, we require our clients to assume all financial liability for any damage caused during the rental period, whether by them or any party members. We kindly request that everyone be mindful of their actions while in the limousine and avoid any behavior that could result in damage or additional fees.
- Please note that any carpet or seat burn will be charged a fee of $500. Similarly, a sanitation fee of $200 will be imposed for any cleaning required due to spillage or other reasons. Additionally, any broken glass, including champagne and alcohol glasses, will be charged a fee of $10.00 each.
- Alcohol Consumption by minors and drug use is prohibited by law. The customer is liable for any fines. The driver may terminate a trip without a refund if the client(s) engage in blatant misconduct. Riding through the sunroof is illegal.
- Please be advised that Greatway Limo assumes no responsibility for any articles left in the limousine. Our clients are solely responsible for their belongings. However, in case of any lost items, we will do our best to assist and locate them.
- It is important to note that vehicles can only be loaded with passengers up to the seating capacity. Overloading the vehicle beyond its seating capacity can be dangerous and is not recommended.
- Greatway Limo is not liable for service delays or unavailability due to natural causes or circumstances beyond our control. Vehicle availability and price are not guaranteed for reservation changes.
- It is imperative that you inform Greatway Limo Service within 24 hours of any issue with the service provided. This includes, but is not limited to, delays, dissatisfaction, or failure to provide the service promptly. Failure to do so may result in a delay in resolving the problem to your satisfaction.