Frequently Asked Questions
1. How do I book a ride from The Empire Limousine?
Book with us instantly and hassle-free. With our easy online booking process, you can book your vehicle, enter your travel details, and confirm a reservation in a few minutes. You may also contact our customer service team, who will be pleased to help you make a reservation over the phone or via e-mail.
2. Can I change or cancel my reservation?
We do know that sometimes plans are changed. Modifications and cancellations are accepted straight with us, and cancellations of a full refund must be done at least 24 hours ahead of the time originally designated for pickup. For modifications, we shall work with your changes regarding the availability of a car.
3. Do you offer last-minute bookings?
We offer last-minute booking on any vehicle in case availability. In fact, we specialize in same-day bookings to provide our customers worry-free rides.
4. What does it cost to reserve a car?
Prices are set according to the type of vehicle, length of service, and location, but we maintain competitive pricing compared to other luxury transportation services. For tailored quotes, fill out our web-based pricing tool or call us.
5. What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, and American Express. We offer billing accounts for corporate clients for quick and efficient payments. All payments are processed through highly secured gateways.
6. Are there any tolls, parking fees, or gratuities?
There will be tolls and parking fees on route billed with your invoice. Gratuity is not included, but please gratify the chauffeur who will be serving you. Industry standard gratuity is 15-20% of the fare.
7. What vehicles are in your fleet?
Our Chauffeured service offer Lincoln Towncar sedans, Hybrid Toyota Camrys, Stretch Limousines, SUVs, SUV limos, Mini-Buses, 14 passenger Luxury Vans, Limo Bus and Coach Buses.
8. Will the driver help carry my bags?
Our drivers shall help you load and unload your luggage. Do let us know in advance if you want us to move oversized or heavy items.
9. What areas do you serve in New York?
We offer our limousine and chauffeur services across the New York City area, including Manhattan, Brooklyn, Queens, and beyond. Wherever you need to go, we’re here to provide luxury transportation.
10. Do you track my Flight?
Yes, we track all flights and will dispatch the driver accordingly.
11. What areas do you serve?
NJ, NY, PA, CT, CA and all major cities in U.S.A. We can provide luxury transportation service to and from any major airports all over USA. Such as Newark Liberty International Airport (EWR), LaGuardia Airport (LGA), and John F. Kennedy International Airport (JFK), Los Angeles International (LAX), Boston Logan (BOS), Baltimore (BWI), Washington DC (IAD), Las Vegas (LAS), San Francisco (SFO), and many more.
12. Can I see the car before?
If viewing is required, it may be scheduled by appointment. To schedule a viewing at our nearest location, please contact us.
13. Is there any charge for an additional stop?
Yes, we charge $15 for a stop within the same vicinity as pick up or drop off location, $25 for a stop further from the way and $35 (and up) for a stop that is out of the way. Tip & Tax not included.
14. What if my flight is late?
No need to worry; our team monitors flight schedules, and your pick-up time will be adjusted to ensure smooth service in case of any delay.
15. Do you offer transportation for weddings?
We have special wedding packages decorated with decorated vehicles, champagne, and chauffeur to make sure your special day turns out flawless.
16. Do you have open contact with corporate clients?
We have exclusive corporate accounts, priority booking, and invoicing for business needs. Our services are perfect for executive travel, conferences, and transportation of clients.
17. Who are your chauffeurs?
Our chauffeurs are handpicked with care; they are professionals with an extended driving experience and outstanding customer service skills. These background checks and training will ensure that your safety and satisfaction will be guaranteed.
18. Do I get a payment receipt after the trip? Will the driver provide me with one?
Yes, a payment receipt will be sent to you via email from our Accounts department within 2 days of the trip completion. The driver will NOT provide any receipt.
19. Are the billing transaction dates different from the travel dates?
Yes, billing is done 1-2 days before (new customers) or after your travel date (returning customers).
20. Will I be charged exactly what I was quoted?
Yes, unless there is any wait time or extra stops or you change the pickup address of the destination. We have no hidden fees!
21. Are your drivers always on time?
Our drivers are always dispatched more than two hours ahead of pick up time and they are at your location 15 minutes prior to your booking time. Even with the help of Traffic monitoring, GPS trackers and travel guidance unexpected delays may occur in rare instances. We make sure we call our clients at least 15 minutes or more prior to the actual pick up time and update them on the drivers status.
22. Do you charge parking fees?
If a client requests for a Meet & Greet service at Airport, the driver will park his car in the short term parking and will meet the client inside the Airport with his/her name sign.
23. For an Hourly trip, is there a minimum number of hours the vehicle must be rented?
For 4 Passenger Sedan the minimum is 2 Hours, 3 hours for 6 Passenger SUV, 6-10 Passenger Stretch 4 hours, and other vehicles minimum hourly rental is based on booking dates. 8 hours minimum for any Prom rides.
24. Will I be charged if I cancel my existing reservation?
We have a 24 hours cancellation policy. You must cancel 24 Hours before the ride for sedan and SUV, 48 hours and more for larger vehicles to avoid the full cancellation charges.
25. What is the STF Fee?
It is the Service Transfer Fee (Fuel Charge) that we charge for all the rides.
26. What do I do if I do not see my driver?
If for any reason you do not see your chauffeur, simply contact our office at given number. Our dispatch team is always aware of where your vehicle is and is on duty 24/7 to assist you.
27. Where should I meet my driver: at a Cruise Terminal or Pier?
Due to high security at the Piers, vehicles are no longer allowed to park and pick up passengers there. Once you depart the ship, please proceed, with your luggage, to the ground level and call our office. Our dispatcher will then notify the driver and he will meet you at the pick-up area. This process can take anywhere from 15 to 30 minutes. To expedite the process please let us know the correct Pier and Dock number.
28. How do I cancel or change a reservation?
Cancellations and changes are accepted by phone only. To view our cancellation policies please view our Terms and conditions.