Help Center


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


I wish to make a complaint

We are sorry that you were 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 our 24/7 customer service at (800) 933-1929 or

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 and 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 with your name on it. 

What if my flight is delayed?

For airport pickups, your driver will wait 30 minutes for domestic flights and 60 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. In the case your grace period has expired after your flight has arrived 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. You will receive a grace period of minutes at no additional charge. If you realize that you may be delayed, please call us so we may notify your driver. Additional charges may apply.

When will I get the contact details of my driver?

You will receive the name and telephone number of your driver via email 24 hours ahead of your pickup time.


How can I pay?

All payments are transacted at the time of booking via credit or debit card. All reservations must be booked in advance with a succesful payment to be serviced. 

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

You can find out more about the vehicle types offers as well as the capacity for passengers and luggage once you receive an instant quote. Should you have any specific requirements or a special event inquiry please contact us via the contact form or call us at (800) 933-1929 to receive a quote.

What is an airport transfer,  ground transportation, or special occasion?

An airport transfer is a one-way or round trip to and from the airport. All prices are based off date, time, location, mileages, and vehicle type. Ground transportation is a ride from A to B, such as office to home. Special Occasions are based on our affiliate partners pricing and availability. 

Where do I find the prices?

To find out the price of a car service you are interested in, go to homepage and fill out the required fields for your instant quote. The prices shown are per vehicle and include all taxes, fees and default gratuity of 18%. If you have an interest in a vehicle that is not provided from our site please contact us at or (800) 933-1929. 

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 at (800) 933-1929 and provide us with the name on the reservation and the amount charged.



This is the section where you can change your personal details and manage your bookings. You can change your password here and confirm your upcoming reservations. 

How do I access my 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.

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. 

I still can’t log in, can you help?

If you are unable to log in, please fill out our contact form or call us at (800) 933-1929 and tell us which email address you have been 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 homepage and then click request a password reset. You will then receive an email with a temporary 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 User Dashboar, select the two white arrows pointed towards your username. Then select the option for 'New Password'. Enter your previous password and new password then verify. 

I have forgotten my user name and the email address I registered with!

If you can’t remember the username and the email address that you registered for your User Dashboard, please contact us at or (800) 933-1929. Please provide us with as many details as possible, such as email address, user name, and booking details.


The pickup/destination address I entered can’t be found.

On some occasions our system won’t recognize an address. We will gladly assist in such instances, please call us with the details of the required address and we will assist you with booking your reservation(s) over the phone. 

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, with the specific error message.


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 based on age and weight of the child. 

Can I book for someone else?

Yes! If you have a 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. is not responsible for any passenger information that has not been entered. 

Can I make special request in my booking, such as champagne/ flowers/ chocolates? 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 contacting us in advance this may lead to your ride not being claimed if the request cannot be met.

How do I cancel my booking?

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

How can I add an addtional stop to my trip?

During booking, while on the trip detail page you can add additional stops. Adding additional stops will incur additional charges that are calculated by miles. 

Will I be charged for canceling my booking?

All reservations must be cancelled 24 hours before the pickup time. You will be charged our administration fee for any trips cancelled. Any reservations cancelled within 24 hours will not be granted a refund.