FREQUENTLY ASKED QUESTIONS (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 by phone at +41 43 508 65 40 or +1 855 727 4835, or email us: [email protected].

GENERAL

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What are the hours of operation?

We service 24/7 for your peace of mind.

Are you closed on holidays?

No. As a premium limousine service provider, we are at your disposal 7 days a week and 365 days a year.

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?

As a premium limousine service provider, Limos4 charges no additional fee for meet-and-greet service.

What cities does Limos4 operate in?

You can find a complete list of the cities and countries we operate in here.

Do you offer an event or VIP service?

Yes, Limos4's dedicated event team will handle the entire ground transportation organization and logistics for your events or VIP services, all around the world. 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 [email protected].

RESERVATIONS

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How do I contact your Customer Care Team?

You can reach our Customer Care Team via telephone at +41 43 508 65 40 and +1 855 727 4835, email at [email protected] or live chat on our website. Also, we would be glad to get back to you via phone if you complete our Request a Callback form on our webpage: www.limos4.com/request-a-callback

Which channels can I use to book, change, and cancel the service?

The most convenient way to book, modify, or cancel your service is via email at [email protected] but you can also use phone or chat. Please note that any modification, 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 modification, 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.

How can I book your limousine service?

There are several different ways to book our transportation service, so you can choose the one that suits you best.
You can book for yourself or on behalf of others via website (www.limos4.com), email ([email protected]), phone (+41 43 508 65 40, +45 89 88 14 24, +49 893 8037 826, +34 931 816 364, +1 855 727 4835 or +44 2030 516 803) or chat which is placed in the bottom right corner of our website.

What is the minimum time required to make a reservation?

Online reservations should be requested 24 hours prior to your scheduled transportation service to confirm the availability. Scheduling a service by phone requires a notice of a minimum of 4 hours.

When do I receive my booking confirmation?

Reservation confirmations are sent via email immediately after our booking procedure is completed from your side.

AIRPORT TRANSFERS

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Where will my chauffeur meet me at airports?

Our chauffeurs greet passengers inside the airport, at the exit after baggage claim with a personalized pickup name board. At cruise ports, bus terminals and other public transportation stations, the Limos4 chauffeur will wait in the nearest designated passenger pickup area. The chauffeur holding a pickup name board will wait for you outside of the vehicle.

How long does my chauffeur wait for me?

At most airports, the Limos4 chauffeur will wait for the passengers 45 - 60 minutes after flight arrival time, except in Basel, Belgrade, Bern, Bonn, Dresden, Edinburgh, Gstaad, Hamburg, Ljubljana, Luxembourg, Marseille, Monaco, Nice, and Salzburg where 30 minutes of waiting after flight arrival time is free of charge. Thereafter, every started hour of additional waiting time will be charged at the rate of our hourly service for the assigned vehicle.
With your flight or train number, which you provided at the time of booking, your chauffeur will be able to track your arrival time and adjust your pickup time for any delays and early arrivals where possible. If there is a very long delay and the chauffeur is unable to wait, our Customer Care Team will contact you to work out an alternative solution. For a standard pickup (i.e. from a hotel or home address), your chauffeur will wait for 15 minutes. Thereafter, every started hour of additional waiting time will be charged at the rate of our hourly service for the assigned vehicle.

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 to the service. However, if you want to be met elsewhere at the airport, please call the chauffeur directly or call our Customer Care Team and present your confirmation number to them. Your chauffeur will be directed to the confirmed location instantly.

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 (when possible).

VEHICLES

What vehicles do you offer?

Our fleet includes sedans, stretch limousines, minivans, minibuses of all sizes and motor coaches. Please refer to our fleet page (www.limos4.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 the 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.limos4.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. In certain cities/countries this service is subject to a charge. To find out more, please contact our Customer Care Team.

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. Limos4 reserves the right to charge a delivery fee for returning lost items if found. Please note that Limos4 is 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 pets contained in a carrier or carried on the owner’s lap are allowed. The pet carrier is subject to a 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 AND PROCEDURES

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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, 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 +41 43 508 65 40 or +1 855 727 4835.

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 +41 43 508 65 40, +45 89 88 14 24, +49 893 8037 826, +34 931 816 364, +1 855 727 4835 or +44 2030 516 803 and our Customer Care Team will assist you instantly.

What if I don’t see the chauffeur for my meet-and-greet service?

If for any reason you do not see your chauffeur, simply contact our office at +41 43 508 65 40 or +1 855 727 4835. Our Customer Care Team is always aware of where the vehicle is and is on duty 24/7 to assist you.

Which languages do your chauffeurs speak?

Our chauffeurs speak English as well as the official language of the country they perform the service in.

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 the chauffeur service in their country. We also conduct The Quality Assurance Program to ensure our chauffeurs meet our strict standards and requirements. It includes reliability, safety, professional appearance, language skills, and friendliness.

Where will the chauffeur meet me at cruise ports?

At most cruise ports, due to security, vehicles are no longer allowed to park and pick up the passengers there. Once you disembark, please proceed with your luggage to the ground level and look for a name board the Limos4 chauffeur is holding in the designated pickup area. As our chauffeurs monitor the ship docking, please provide the correct name of the ship when making the booking.

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 +41 43 508 65 40 or +1 855 727 4835 or emailing us at [email protected]. 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 by Limos4. 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 payment link for additional service costs or an updated invoice with the new service information.

How do I add extra stops to my one-way transfer booking?

You can request additional stops by checking the Need a stop box when placing a quote request, by entering the stops in the Special request or additional service information field, or simply, by emailing us. If you want to make multiple or lengthy stops, we highly recommend booking an hourly service in order to guarantee the availability of the chauffeur. You can make as many stops during an hourly service as you need.

What if I have more luggage than the luggage allowance?

The maximum luggage allowance shown for each vehicle is based on safety, so we strongly advise you not to exceed the limit. If you are traveling with more luggage than the allowance, then make sure you book a vehicle large enough, or enough vehicles, so that all your belongings can be transported without going over the maximum luggage capacity. Our chauffeurs retain the right to refuse the service based on the amount of additional luggage, and excess luggage may also result in additional charges. If you are not familiar with the vehicle maximum luggage allowance, please contact us and we would be glad to assist you.

Is there any charge for an additional stop?

Yes, the additional stops are charged per stop.

Is there a fee for waiting periods?

Yes, unscheduled waiting time is charged.

Am I charged for additional waiting time if my chauffeur arrives earlier than the pickup time?

No. Your complimentary waiting time starts at your scheduled pickup time, regardless of how early the chauffeur arrives. By providing your flight or train number, or ship’s name, when booking, your chauffeur will be able to track your arrival time and adjust the pickup in case of any delays or early arrivals.

How many kilometers/miles are included in the hourly service?

The hourly service includes 20 kilometers (12.4 miles) of distance for every hour booked. For example, a four-hour service includes 80 kilometers (49.7 miles).

What is your cancelation policy?

For sedan and business van/SUV vehicles:
If the service is canceled up to 48 hours prior to the pickup time, there is no cancelation fee.
If the service is canceled between 48 and 24 hours prior to the pickup time, the cancelation fee is 50% of the agreed amount for the booked service.
If the service is canceled within less than 24 hours to the pickup time, the cancelation fee is 100% of the agreed amount for the booked service.
For minibus and coach vehicles:
If the service is canceled up to 5 days prior to the pickup time, there is no cancelation fee.
If the service is canceled between 5 and 3 days prior to the pickup time, the cancelation fee is 50% of the agreed amount for the booked service.
If the service is canceled within less than 3 days prior to the pickup time, the cancelation fee is 100% of the agreed amount for the booked service.
For all vehicles:
In case of cancelation or 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.
If the distance or number of hours is less than originally booked, the price remains unaffected. Short-term changes cannot be guaranteed.

What is your privacy policy?

At Limos4, we highly respect your right to privacy and handle your personal information with care. We will use your information only to confirm your reservation and/or for questions regarding your service experience. We will never sell or share your information with anyone. The personal information that we collect from you as a data processor is stored inside the European Economic Area (“EEA”) on ISO 27001 accredited hosting services. As a data processor, all of the customer information provided by you is stored inside the EEA on secure password encrypted servers. Should your personal information be processed by any of our GDPR-compliant service providers, in order to provide our services to you, which are performed outside of the EEA – your information and the transfer is protected under the EU-US Privacy Shield framework. For more information, please visit our Privacy Policy page.

How can I make a complaint?

You are most welcome to share your experience with us. Please do not hesitate to contact us via live chat, phone or email. We would greatly appreciate your feedback as it would help us improve our service.

RATES AND BILLING

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What forms of payment are accepted?

All major credit cards are accepted for payment (Visa, Mastercard, American Express). Bank transfer as a payment method is also possible. We do not accept cash payment. Business accounts can also request to receive monthly invoices, instead of paying on a ride-by-ride basis. Please contact [email protected] for additional information.

Which currency is used for payment and invoicing?

Our service in Europe is charged in EUR with the exception of Switzerland (charged in CHF). Our service in the U.S. and the Middle East is charged in USD. The currency charged is always displayed during the booking process. It is not possible to switch between currencies.

Are the prices shown per person or per vehicle?

The prices shown are always per vehicle and include all taxes, gratuities, and fees. The number of passengers does not affect the price.

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 [email protected] or call us at +41 43 508 65 40 or +1 855 727 4835 for more information.

When are payments due for services?

Our service must be paid in advance. The service is booked the moment the payment is made.

When do I get charged for my service?

Your credit card is charged some time after the service has taken place. Once you have made your booking, we will reserve the funds on your credit card with a pre-authorization. Your card is not charged at this point in time. This common practice is also used by hotels and car rental companies. If you make a free cancelation, the authorization will be automatically reversed and your credit card will not be charged.

When will I receive my payment receipt?

Your payment receipt will be sent to you via email just after you have completed the payment process. Your receipts are also available on our website https://www.limos4.com/payment-receipt. Simply enter your email address and the reservation confirmation or payment receipt number and your receipt will be sent via email.

Can I set up a monthly invoice for my account?

To be billed via a monthly invoice, please contact us at [email protected]. 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.

Can I pay my monthly invoice by credit card?

All monthly invoices must be paid via bank transfer to our bank account.

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 [email protected] or +41 43 508 65 40 or +1 855 727 4835 to review your charges.

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