FREQUENTLY ASKED QUESTIONS

Help Center


WHAT CAN WE DO FOR YOU?


Below you will find answers to some of our most Frequently Asked Questions. If you still can’t find what you are looking for, please use the contact form or email us at help@onewaylimo.com.



YOUR RIDE


I wish to make a complaint

We are sorry that you were are unhappy with our service. We appreciate your wanting to send us your feedback, as that helps us improve. Please fill out our survey with the details of how we didn’t meet your expectations and we will be back to you as soon as possible.


I need to make a change to my booking.

To make a change to your booking please contact Customer Care either through email or by phone. Customer Care will edit your booking.


How will I recognize my driver at the airport or ground transportation?

For airport pick-ups, your driver will be waiting curbside pick up outside of the terminal for luggage claim. Driver will contact you via-phone. For airport pick-ups with Meet and Greet driver will be waiting for you at the exit for baggage claim with a pick up sign, on which can be written with either passenger name.


What if my flight is delayed?

For airport pickups, your driver will wait 30 minutes for domestic flights and 45 minutes for international flights. We do understand that there may be an issue beyond our control which could lead to unexpected delays. By providing your airline and flight number upon booking. Your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will contact you for alternate solutions and additional changes may apply.


How long will the driver wait for me?

For a standard pickup, your driver will always wait for 30 minutes before leaving the pickup point. The first 15 minutes are free of charge, you will be only charged for the remaining 15 minutes. If you realize that you may be delayed, we recommend calling us so that we can try and find an alternative solution for you. Additional charges may apply.

For airport pickups, your driver will wait 30 minutes for domestic flights and 45 minutes for international flights. We do understand that there may be an issue beyond our control which could lead to unexpected delays. By providing your airline and flight number upon booking. Your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will contact you for alternate solutions and additional changes may apply.


When will I get the contact details of my driver?

You will receive the name and telephone number of your driver 12 hours ahead of your pickup time. These are sent via email. If you have booked for a third party and entered the contact details of the passengers, then they will receive these details.


GENERAL INFORMATION


Do I have to register?

No, you can book with OneWayLimo and not design an username and password. However, booking as a guest means that you cannot edit your booking and can only cancel your booking via email and/or phone.


How can I pay?

Currently, it is only possible to pay by card. We accept AMEX, Visa and Mastercard, as well as most major debit cards. Whether you are booking as a guest, or are signed in and wish to add or edit your credit card details, the connection is secured with SSL, ensuring that your credit card details are safe at all time.


What are the vehicle types and how many passengers can they carry?

You can find out more about the vehicles on OneWayLimo uses, as well as the number of passengers and bags they can carry on our FLEET page. Should you have any specific requirements or special occasions, feel free to contact us via the contact form and we will work on a solution for you.


What are airport transfer,  ground transportation, and special occasions?

A airport transfer is a one-way or round trip to and from the airport. Price is based off per a mile. Ground transportations is booking for a single journey from A to B, such as office to meeting.  The price is based off the number of miles driven. Special Occasions are based off our drivers availability. The price is on the number of hours the car is hired and event type.


When do I get charged?

Once you have made your booking, we charge the fund on your credit card. The if additional fees apply you will see that fully charged 24 to 48 hours after the ride has taken place.


Where do I find the prices?

To find out the price of a car service you are interested in, go to OneWayLimo homepage and fill out an instant estimate for the service needed. Once you click the estimate the vehicles we provide in your selected state, as well as the price. If you have an interest in a different vehicle please fill out our contact form or call us. For any special events please fill out form or call us. The prices shown are per vehicle and include all taxes, fees and gratuities are optional when booking.


I was charged an incorrect amount.

We would be glad to look into this immediately. Please contact us via the contact form or by phone and provide us with the confirmation name and the amount charged.


MY PROFILE AND ACCESS DATA


What do I find under USER DASHBOARD?

This is the section where you can change your personal details and manage your bookings. You can change your password here, make modification to your booking, and add or remove your credit card details for future bookings.


What do I find in my OneWayLimo User Dashboard?

In your OneWayLimo account, you will find all details to do with your bookings- past and future. There are three sections: Reservation, Book Now, and Settings.


What do I find under reservations?

Reservations is where you have an overview of all the bookings made through your account, as well as the current status. Invoice are also available in this section, should you need to download them again.


I still can’t log in, can you help?

If you are unable to log in, please fill out our contact form or contact us via phone and tell us which email address you have using to log in, what you think the problem may be, and provide as many details as possible for your user dashboard.


I have forgotten my password!

If you have forgotten your password, please click on Login on the OneWayLimo homepage and then click request a password reset. You will then receive an email with an new password. It is recommended to change your password, which can be done in your User Dashboard under settings.


How can i change my password?

If you are logged into your OneWayLimo User  Dashboard, select setting on the left and then User Setting box will appear, click new password. Alternatively, before logging in, you can select log in and then request password reset. You will then receive an email with a new password.


I have forgotten my user name and which email address I register with!

If you can’t remember the username and the email address that you registered your OneWayLimo User Dashboard, simply fill out our contact form or contact us via phone. Please provide us with as many details as possible, such as email address, user name, and booking details.


How do I access my OneWayLimo User Dashboard?

To sign into your OneWayLimo User Dashboard, click on Login on the homepage and then simply enter the email address or username and password you registered with.


TECHNICAL PROBLEMS


The address I have entered can’t be found.

On some occasions our system won’t recognize an address. We will gladly assist in such instances, please send us the details of the required address and will ensure that it is added to the OneWayLimo system.


Why did I get an error message?

This could be due to a variety of reasons. Please contact us via the contact form, providing as many details as possible, whether there was a specific error message and including an screenshot.


BOOKINGS, AMENDMENTS, CANCELLATIONS


Do you offer child seats?

Yes, child seats are offered. When booking, please add this optional service for an additional charge. Be sure to select the correct seat.


Can I book for someone else?

Yes! If you have a OneWayLimo User Dashboard, you can book for a third party. During the booking process, please provide the name, email address, and mobile number of the person you are booking for to ensure that the passenger gets the email. If you wish it to be a surprise booking, and there make the decision not to add the contact details of the passenger, please be aware that it is your responsibility to make sure the person is at the right place at the right time. OneWayLimo will not take responsibility for “missed” passengers.


Can I make special request in my booking, such as champagne/ flowers/ chocolates?

OneWayLimo may not be able to fulfill all special requests. If you would like to find out whether it is possible for us to fulfill your special request, please fill out our contact form. If special request is made in the Note sections for your booking without speaking to us in advance may lead to your ride not being claimed if the request cannot be met.



How do I cancel my booking?

For any cancel booking, please contact us via phone and one of our customer service reps will be happy to assist.


How can I add a stopover to my airport transfer?

Simply during booking, while on the trip detail page you can add additional stops. Adding additional stops will be a charge of $25.00.


Are the prices shown per person or per vehicle?

The prices shown are always per vehicle and include all taxes, gratuities if applied, and fees. The number of passengers and bags which can comfortably fit in each vehicle is shown under the fleet.


Will I be charged for canceling my booking?

Airport Transfer and Ground Transportation can be cancelled up to 24 hours before the pickup time. Special Events need to be cancelled 12 days before the pickup time. You will be charged our administration fee for any trips cancelled.