Terms/FAQ’s

How will I know where my car is and who my driver is?Terms - Service/Questions

Your professional Chauffeur will contact you via text the day of your incoming flight.  You should contact your chauffeur once you have landed and discuss pick-up door/area/zone which will make it easier for him/her to find you.  Once you have your bags you will proceed outside per your Chauffeur’s instructions.

How do I know I can feel comfortable with my driver?

Rest assured, unlike some companies, everyone of our Chauffeurs are licensed by the state, have passed both state and federal background checks, and are subject to random drug screenings.  We do not take shortcuts with your safety.  We recommend before ever getting in a car with a stranger, you don’t take anything for granted.  Always ask your driver for their Chauffeurs License.  If they can not produce one it is ILLEGAL for them to provide you with transportation.  God forbid there is an accident, and someone is hurt the first thing the companies insurance company will ask for is the chauffeur license of the driver.

How much should I tip my driver?

Your bill includes a “standard gratuity” of 20%.  Of course, if your Chauffeur provides exceptional customer service, you are welcome to reward him/her with an additional “TIP”.  Our Chauffeurs take their jobs seriously and are always grateful when a customer shows appreciation.

I’m not familiar with my arrival airport; can my driver meet me inside the terminal at baggage claim?

Yes, of course.  If you are not a frequent traveler, or are just not familiar with our local, crazy airports, your Chauffeur will be happy greet you in baggage claim or your customs area and help you with your bags all the way to your car.  There is an additional $20 fee for this service for the additional time and to cover parking in the short term parking lot. Please put a note in your reservation in the comment section or let your reservation specialist know when you call.  The $20 dollar fee can be collected in cash by your driver or billed separately to your credit card but IS NOT INCLUDED in your total price.

Are last minute reservations possible?  Is there an extra charge?

Yes, we handle last minute reservations all the time.  Our staff is available 24 hours a day to take your call.  As for an extra charge, that depends.  Typically there would be an extra charge for any reservation within a six hour window.  Consideration must be given for travel.  In other words if you call at noon and Terms - Service/Questionsare flying into Newark Airport at 6:00 pm we would need to dispatch car by 5:00 from Ocean County to be to the airport on time and there would be an additional charge.  If however we happen to be dropping another passenger off in Newark around the same time on a previously scheduled reservation we would waive the additional cost and have your Chauffeur wait for your arrival.  Our goal is not to charge our customers extra money but to allow our drivers the courtesy of some scheduled down time.  We understand situations arise and our Chauffeurs are happy to help when possible but need to be compensated accordingly.

Do you offer child seats and is there an additional charge?

We do have BOOSTER seats for children from 30 to 100 lbs.  There is a $10.00 charge for this.  Please put a note in your reservation in the comment section and be aware that the $10 dollar fee can be collected in cash by your driver or billed separately to your credit card but IS NOT INCLUDED in your total price.  We DO NOT have infant seats available.  Our clients who are traveling with infants typically take their seats with them and are welcome to use them at no charge.  The client is responsible for installing the seat at pick-up.

I paid for and was expecting a Sedan to pick me up.  When my ride arrived it was an SUV.  Why is this?  Will I be charged extra?

Sometimes due to vehicle availability and driver scheduling it is more practical or even necessary for us to send an UPGRADED vehicle.  There is never an additional charge for this however we do reserve the right to upgrade your vehicle without notice.
How far in advance do I have to make my reservation?

In most cases, we recommend you make your reservation about a week in advance. In some cases, we are able to take reservations just hours in advance, but for best vehicle selection and availability we recommend reserving your trip as soon as possible.  Most of our clients book their car when they book their flights

Will I be billed for my waiting time?

Our customers are privileged to free waiting time for airport transfers on inbound flights. Your chauffeur will be following your flight through our computer system.  Unlike most companies we do not charge for waiting time at the airport as we don’t feel you should be penalized for waiting for bags/customs etc.  However as we GUARANTEE on time pick-ups at your door we expect our customers to be ready to be picked up on time.  Our drivers are sometimes on very tight schedules and waiting could put them behind all day.  We understand last minute things come up so our customers are entitled to 10 minutes free waiting time at pick-up after that the rate for waiting time is $5 for every 5 minutes in 5 minute increments.

What is your cancellation policy?

Airport Transfers: There is no cancellation fee if the cancellation is made at least 12 hours in advance. Late cancellations will result in a full charge to your account with the exceptions listed below under “Extraordinary Circumstances”  You can not cancel your reservation on short notice for any other reason such as missed flight or last minute change of plans.  You should call us, however, immediately if you can’t make your pick-up.  If your driver has not left for the airport yet and is available we will work with our valued clients when possible.  Hourly/Limo/Motorcoach:  There is no cancellation fee if cancellation is made at least 14 days in advance.  Late cancellations will result in customer being charged at the prevailing rate for the vehicle reserved, for that vehicles minimum number of hours (typically 4 or 5 hours).

Please understand that it is not the intention of PRO Car and Limo to be paid for services not performed however when we reserved a car/driver for you it becomes very difficult to re-reserve a vehicle on short notice.

What if I am unable to arrive due to “extraordinary circumstances”?

All reservations will be charged at full rate with the following exceptions:

1. Your flight is canceled.  You Chauffeur will be tracking your flight.  If it is cancelled before he/she has to leave for the airport to meet you, call us immediately with your new flight information, and we will email you a new confirmation if there is time.  As long as you reschedule with us you will only pay for your actual pick-up.

2. If you miss your flight or have last minute changes:  As long as you contact us before your driver leaves for the airport and you reschedule your pick-up with us, you will only be charged for the actual pick-up assuming we have a car and driver available.  If we can not arrange a pick-up for you, you will be charged at full rate for the last minute cancellation.

What is your billing procedure and credit card processing?

Your credit card will be billed on the day before service if you have elected to pay by credit card. If you have elected to pay cash you will pay your Chauffeur when he/she arrives for pick-up. However, we do require a valid credit card to complete your reservation. Credit cards are validated before vehicle is dispatched. Pre-payments can be arranged for relatives or friends of the traveler.

What is your holiday schedule?

We are available 365 days a year.  There is however a $40 surcharge on Easter, Thanksgiving, Christmas Eve (after 12 noon), Christmas Day, New Years Eve and New Years Day.

What type of vehicles can I be expecting?

Our fleet consists of Lincoln Town Cars, Lincoln MKXs/Ford Edges, Cadillac Escalades/Chevy Suburbans, and Black Stretch Limos and Party Buses. .

How many people and how much luggage can I fit in a your cars?

Our Town Cars can accommodate up to 4 passengers and 3 pieces of luggage, MKXs/Ford Edges can accommodate up to 4 passengers with 6 pieces of luggage,  our Escalades/Suburbans can accommodate up to 7 passengers and loads of luggage.  Luggage estimates are based on normal size bags and may vary.  Carry-On and personal items can usually be accommodated on top of numbers listed.

Do you charge extra for luggage?

There is no charge for luggage as long as it fits in the trunk.  If luggage needs to be put in the passenger compartment of the car there will be a $10 charge per bag (excluding soft personal items or carry-ons).  Under no circumstance will a suitcase with wheels be placed on any seating surface.

What is your privacy policy?

No information about you is collected when you visit our website. If you want to make a reservation, pay with credit card, set up an account, or just create a profile, we will need some information ( name, address , telephone number , credit card information , etc.).  All information you provide will be held in strict confidence and will not be available to anybody else.

What information do I need to make a reservation?

  1. Home phone number
  2. Cell phone number
  3. Passenger Count and Luggage Count
  4. Flight number (both ways)
  5. Hotel name and address (if any)
  6. Credit card information (credit card number, expiration date, and billing zip code)

When is my reservation confirmed?

Your reservation will be confirmed when we have a verified credit card on file.  You will automatically receive a confirmation Email.

What is your lost and found policy?

We are not responsible for any baggage, personal items, or anything else left behind by passengers in the vehicle . However, please contact us if you have lost an item and we will return it to you if we have found it.

Is there any fee or surcharge for early or late pick up?

There is a $10 surcharge for pick-ups/drop offs between the hours of 12AM (midnight) and 5AM.  This fee will be automatically calculated by our reservation system based on the times you select.

What is a toll, and do I have to pay it?

A toll is a fee that vehicles passing or going through a bridge or a tunnel or passing certain point on highway would pay to the government.  On all Airport transfers and Point to Point Packages they have been included in your fare.  On hourly transportation, as directed, the customer will be responsible for the tolls that are required for their travel.

When does my time start?

We do not start “counting” the time on hourly rentals until we arrive at the doorstep of your first location at the time that you have scheduled. Some limo and transportation companies begin the time clock when they leave their offices.  Not when you GO with the PROS!!

Is there an hourly minimum?

For Limos and Party Buses there is usually a four hour minimum Mon-Thursday and five hours Fridays, Saturdays, and Sundays. However, feel free to call one of our reservation specialists, and we will try to accommodate a shorter rental period if we have a vehicle available.

Are we permitted to bring alcohol and food in the limo?

As long as ALL passengers are over the age of 21, it is within NJ law for alcohol to be consumed by our passengers.  Food is, of course, allowed regardless of age.

Can we smoke in the vehicles?

By NJ Law, all of our vehicles are non-smoking.  Within reason, your Chauffeur can make a quick stop in a safe location for you or your guests to have a cigarette.

How many stops can we make?

On “Point to Point” rentals (Airports, POI’s, etc.) each additional stop will incur a $15 charge.  Please include these stops in your booking so the additional time can be accounted for.  On “Hourly as Directed” our focus is on accommodating our clients and their respective wishes. We are more than happy to accommodate extra stops. We do advise our clients, however, that multiple stops can add up to much time spent, and thus more cost. It often benefits clients as well to meet at a central location and avoid the added time.

You say you Guarantee “On time Pick-Up”.  What does this mean?

Your Chauffeur will leave base in time under known existing conditions to arrive at your pick-up well ahead of time. However, we cannot be responsible for any delays or inconveniences due to traffic, extreme weather, mechanical failure, or situations deemed an “Act of God”.  We cannot be held responsible for delays or cancellations in winter caused by unsafe road conditions (i.e. un-plowed/unsalted roads, accidents, etc.).

Under no circumstance shall Pro Car and Limo L.L.C.  or any other parties involved in the booking be liable to compensate the passenger / customer beyond refunding the full amount originally paid to the service provider.