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FAQ

To make your chauffeured ground transportation service experience go as smoothly as possible, we have listed the most common questions we are asked. However, if there is a question which is not listed here, please do not hesitate to contact us 312.975.3740 or book@gridlimo.com

Frequently Asked Questions

General

What are the hours of operation?


We service 24/7 for your peace of mind.




Are you closed on holidays?


No. As a premium transportation service provider, we are at your disposal 7 days a week and 365 days a year. It is an additional $10 surcharge when you travel of federal holidays.




Can I book a vehicle per hour?


Yes, our vehicles can be booked by the hour and the fee depends on the size and model of the vehicle. We require a minimum of three hours for the hourly service.




Is there a fee for meet and greet service?


Yes, as a premium transportation service provider, we charge an additional $35 for meet-and-greet service.




Is there a fee for car seats?


Yes, there is a $25 fee for car seats. We have an array of booster, forward, and rear facing car seats. Please specify your child's age or weight. We'll have the correct car seat installed before your chauffeur arrives.




Do you offer an event or VIP service?


Yes, Grid Transportation Service's dedicated event team will handle the entire ground transportation logistics for your events or VIP services within Chicagoland. Leave the planning, implementation, and onsite coordination to us, so you can focus on enjoying your event. For a quote request or further information, visit our Corporate Event page here or email our Event Team at book@gridlimo.com





Reservations

How do I contact your customer care team?


You can reach our Customer Care Team via telephone at 312.975.3740, email at info@gridlimo.com or book@gridlimo.com




How can I book, change or cancel service?


The most convenient way to book, change, or cancel your service is via email at book@gridlimo.com or give us a call at 312.975.3740 Please note that any changes, cancellation, additional stops or service that is different than the originally booked service can and must be arranged and authorized by our Customer Care Team only. Any changes, cancellation, additional stops or service that is different than the originally booked service should not be discussed or arranged with the assigned chauffeur.
If you amend the originally booked service without notifying our office first, we shall not be responsible and cannot be held liable for any inconvenience or additional expenses you would be exposed to.




Can I book a last minute reservation?


Yes, online reservations should be requested 6 hours or more prior to your scheduled transportation request to confirm the availability. Please give us a call at 312.975.3740 when scheduling a service less than 6 hours.




When do I recieve my booking confirmation?


Reservation confirmations are sent via email immediately after our booking procedure is completed online or after speaking with a customer care team member.





Airport Transfers

Where will my chauffeur meet me?


On your confirmation, there are designated doors your chauffeur will meet you after you collect luggage. Also, upon arriving at the airport, the chaufffeur will text or call you a simple meeting location. If you requested meet & greet service, a Grid Transportation Ambassador will greet you inside the airport, near baggage claim with a personalized pickup name board. Afterwards, he or she will assist you with luggage and escort you outside to your chauffeur.

At hotels, personal residences, train stations, cruise ports, bus terminals and other public locations, your chauffeur will wait in the nearest designated passenger pickup area. When necessary, the chauffeur will hold a sign with your name and wait for you outside of the vehicle.




How long does my chauffeur wait for me?


AIRPORT PICKUP Your chauffeur will wait for you 35 minutes once your receive a gate for domestic flights. Thereafter, additional waiting time will be charged at $2 per minute for Sedans & SUVs. For larger vehicles, your chauffeur will wait 45 minutes once you recieve a gate for domestic flights. Thereafter, additional waiting time will be charged at $3 per minute for larger vehicles. INTERNATIONAL FLIGHTS receive 75 minutes for waiting time upon arrival. Thereafter, additional waiting time will be charged for the assigned vehicle. FLIGHT or TRAIN DELAY OR REROUTED If your flight is delayed or rerouted, no worries, we monitor flights and trains and we'll schedule a new chauffeur if needed. RESIDENCE, HOTEL, WORK, or PUBLIC LOCATION PICKUP For a standard pickup (i.e. from a hotel or home address), your chauffeur will wait for 10 additional minutes after the scheduled pickup time. Thereafter, every minute is charged $2 per minute for Sedans and SUVs. $3 per minute for larger vehicles.




Who do we contact for the Airport Pickup?


The chauffeur ́s name and mobile phone number are sent by email at least a day prior of your reservation. Upon landing, your driver will send you a text message. If you do not receive a text message 15 mins after landing, please give us a call, 312.975.3740, press option 2, and we'll dispatch your chauffeur for you.




Why do I need to enter my flight number?


The flight number allows us to track the flight’s status and adjust the pickup time for any delays or early arrivals (where possible), as well as to ensure that the chauffeur waits at the right terminal.




What if my flight or train is delayed?


Please provide your flight/train number for the airport or train station pickup when booking and we will track their status and adjust the pickup time for any delays or early arrivals. We'll schedule a new chauffeur if needed.





Vehicles

What vehicles do you offer?


Our fleet includes sedans, suvs, stretch limousines, minibuses of all sizes and motor coaches. Please refer to our fleet page (www.gridlimo.com/fleet) for more information. We cannot guarantee specific vehicle models or colors as the particular vehicle is subject to availability.




Are your vehicles insured?


Yes, all vehicles are fully licensed and insured.




Do your vehicles have Wi-Fi?


Most of our vehicles have Wi-Fi, but this is not a fleet-wide feature. However, if Wi-Fi is needed, please request it in the “Special requests or additional service information” field, but please note that internet access cannot be guaranteed.




How do I find out the luggage capacity of the vehicles?


You can see the maximum luggage capacity of each vehicle class when booking, next to the suitcase symbol or on our online fleet presentation (https://www.gridlimo.com/fleet). You will also see the maximum number of people that each vehicle class can accommodate. If the passenger/luggage count exceeds the limits, you will need to upgrade the vehicle type or reserve an additional vehicle. This results in extra charges, so please select the vehicle accordingly. Generally, vehicle luggage space is designed to accommodate 1 medium-sized piece of luggage per customer. Please note the stretch limousines accommodate 8 small carry-on (cabin) bags only.




Do you provide child safety seats?


Yes, we provide infant, toddler and booster seats. This service is subject to a charge of $25 per seat. You can add them to your reservation when you book online and add notes for a specific forward or rear facing arrangement. Also, you can contact our Customer Care Team at 312.975.3740 to add child safety seats to your reservation.




What if I forget something in a vehicle?


Please call us as soon as you realize you left something. All vehicles are cleaned at the end of the service and all lost items are placed in the lost/found bin. We will gladly arrange to meet you to return the lost items. Grid Transportation reserves the right to charge a delivery fee for returning lost items if found. Please note that we are not responsible for lost or damaged items left in the vehicles.




Can I bring food and drinks into the car?


Cleanliness of the vehicles is an important part of our service, so we discourage the consumption of food during the service. Alcoholic drinks are only allowed to be consumed in the car with prior consent, and if in compliance with local laws. If the vehicle requires cleaning due to spilled food or drinks, there will be an additional charge.




Are pets allowed inside the vehicles?


Yes, small or large pets are allowed. However, if pet hair is left or the vehicle requires cleaning, there will be an additional charge.




Is smoking allowed?


No, smoking is not allowed in our vehicles. This includes cigarettes, e-cigarettes, cigars, and other tobacco or non-tobacco products consumed via smoking. Violating this policy can result in additional charges.





Policies & Procedures

Are your chauffeurs always on time? What if the chauffeur is late?


Our chauffeurs are always timely dispatched and they are at the pickup location at least 10 minutes prior to your booking time. Even with the help of traffic monitoring and travel guidance, unexpected delays may occur in rare instances. In such cases, the chauffeur and our Customer Care Team would call you and update you on the chauffeur status. If you do not see our chauffeur, please contact our office immediately at 312.975.3740




When will I receive the chauffeur's contact information?


The chauffeur’s name and mobile telephone number will be sent to you one day before the pickup via email. If you booked for someone else, the chauffeur’s contact information will be sent to the email address provided in the booking process.




How can I contact my chauffeur?


The chauffeur’s name and mobile telephone number are sent one day prior to your pickup via email. You can contact the chauffeur directly, if needed, but we encourage you to contact our office at 312.975.3740 and our Customer Care Team will assist you instantly.




What if I don't see the ambassador for my meet and greet service?


If for any reason you do not receive a text message or see your ambassador, simply contact our office at 312.975.3740. Our Customer Care Team is always aware of where the vehicle is and is on duty 24/7 to assist you.




What kind of training do your chauffeurs go through?


All our chauffeurs have done the necessary trainings and hold the licenses and insurances required to provide chauffeur service. We also conduct The Quality Assurance Program, Pax Training to ensure our chauffeurs meet our strict standards and requirements. It includes reliability, safety, professional appearance, language skills, and friendliness.




I want to make changes to my booking. What should I do?


You can make changes to your existing bookings by calling our office at 312.975.3740 or emailing us at book@gridlimo.com. Any modification, additional stops or service that is different than the originally booked service may result in additional charges. Please note that short-term changes cannot be guaranteed. Any modification, additional stops or service that is different than the originally booked service should not be discussed or arranged with the assigned chauffeur but with our Customer Care Team only. If you amend the originally booked service without notifying our office, we shall not be responsible and cannot be held liable for any inconvenience or additional expenses you would be exposed to. After the service, we will send you a receipt for additional service costs/




Is there any charge fo an additional stop?


Yes, the additionals stops are charged $20 per stop withing a 5 mile radius. A stop is subject to higher charges outside of 5 miles.




Is there a fee for waiting time?


Yes, however, every client receives a 10 minute GRACE PERIOD for POINT TO POINT SERVICE and going TO THE AIRPORT. FROM THE AIRPORT, the GRACE PERIOD is 35 mins for DOMESTIC FLIGHTS and 70 mins for INTERNATIONAL FLIGHTS, once you received a gate. However, $2 per minute will be applied to your credit card on file once you surpass the GRACE PERIOD (Sedans and SUVs). It is $3 per minute for Stretch Limos and larger vehicles.




What is your cancellation policy?


For sedan and SUV vehicles: If the service is canceled up to 2 hours prior to the pickup time, there is no cancelation fee. If the service is canceled within less than 2 hours of the pickup time, the cancelation fee is 25% of the agreed amount for the booked service.
For minibus and coach vehicles: If the service is canceled up to 3 days prior to the pickup time, there is no cancelation fee. If the service is canceled within 3 days of the pickup time, cancelation fee is 50% of the agreed amount for the booked service.
For all vehicles: In case of a flight cancelation, there is no cancelation fee. If you are rebooking while the chauffeur is already on the way to the pickup location and/or there is less than an hour remained until the start of the journey, the full fare is to be charged.




What is your refund policy?


For Sedans and SUVs, you will receive a full refund if you cancel 2 hours before your pick up time. You will only receive a 75% refund if you cancel within 2 hours of your pickup time. For Larger Vehicles and Buses, you will receive a full refund if you cancel 3 days before your pick up time. You will only receive a 50% refund if you cancel within 3 days of your pickup time. Refunds will take 5 to 10 business days. Please contact us if you do not see a credit posted to your account after the 10th business day.




How do I give a compliment or make a complaint?


You are most welcome to share your experience with us. Please do not hesitate to contact us 312.975.3740 or visit www.gridlimo.com/feedback We would greatly appreciate your feedback as it would help us improve our service.





Rates & Billing

What forms of payment are accepted?


We accept cash and all major credit cards are accepted for payment (Visa, Mastercard, Discover, American Express). Bank transfer as a payment method is also possible, thru our invoice system. For Business accounts, we accept checks, ACH, and bank transfers thru our invoice system.




When are payments due for services?


Our service must be paid in advance, 1 to 2 days prior before your reservation. The service is booked the moment you have a form of payment on file.




When will I receive my payment receipt?


Your payment receipt will be sent to you via email just after you or we have completed the payment process on the phone or online.




Why did I get an error message when I tried to make the payment


It could be for a variety of reasons, e.g. insufficient funds in your bank account/on your credit card, an invalid credit card or billing contact data entered, an expired credit card, etc. However, please contact our Customer Care Team at 312.975.3740 for more information.




Are the rates/prices shown per person or per vehicle?


The prices shown are always per vehicle. The number of passengers does not affect the price.




Can I set up a monthly invoice for my account?


To be billed via a monthly invoice, please contact us at book@gridlimo.com. The monthly invoicing option is only available for corporate accounts. If you have a monthly invoice set up, your monthly invoices will be sent out within the first 3 working days of each month, covering all rides taken in the previous month.




Why is the amount charged different from the amount I was quoted?


Your rate is based on the information provided at the time your reservation was made. Additional charges can result from changes to your service during your trip, such as extra stops, waiting time, or extending the duration of your service. If you do not feel that you had any additional services, please contact our Customer Care Team at book@gridlimo.com or 312.975.3740 to review your charges.





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