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Customer Care

 



  Frequently Asked Questions


How can I make a reservation with OneLimo Alliance?

Reservations can be made using our secure online reservation system provided on this web site or by calling our Reservations Center.


How far in advance do I need to make reservations?

All online reservations must be made at least 72 hours in advance. However, we understand that unexpected travel needs do occur. By calling our Reservations Center, we will make every effort to accommodate your last minute requests.


What type of vehicles can I reserve?

OneLimo Alliance offers a wide variety of vehicles designed to accommodate single passengers, small groups of passengers, and larger passenger groups. If there is a vehicle that you would like that you do not see on our website, please call our Reservations Center.


What type of information do I need to provide for the reservation?

We need the passenger's name, a contact telephone number, pick up address, destination, how many passengers and the form of payment. Also, please mention any special travel needs, such as pets, bikes, wheel chair accessible vehicle, etc.


How can I obtain a price estimate?

For an instant price estimate, go to the home page of our web site and start a reservation. Once you complete the requested information on the home page, you will be given the price estimate for the vehicle you have selected. If you wish to complete the reservation, follow the instructions, and you will receive an email confirmation that your reservation has been processed.


I need ground transportation services for a city that I do not see on your web site. How can I find out if you provide service in the city I have in mind?

Please call our Reservations Center. Since we are continually updating our web site to better serve you, there are many cities that we do provide service for that are not yet listed on our web site.


Does OneLimo Alliance accept travel agent IATA numbers for reservations?

If you are an IATA travel agent and this is the first time you are making a reservation with OneLimo Alliance, please follow the instructions found under the Travel Agents tab. In order to ensure receipt of your commission, please make sure to always include your ARC and/or IATA number in the Additional Instructions/Requests field in the online reservation system.


How do I open an account with OneLimo Alliance?

Whether you are interested in establishing a personal or corporate account with OneLimo Alliance, please visit the Join OneLimo Alliance tab located on the main page of the web site.


Why should I complete the Register Now form?

Creating a profile helps streamline the reservation process and allows us to customize everything to your liking. Your preferences and special requests are on file, so that we may provide you with the best service possible. Also, our system will allow you to save addresses and contact information, simplifying your entire reservation process every time you book your transportation services online.


Does OneLimo Alliance accept credit cards?

Yes. We accept all major credit cards. When you book your reservation, we obtain approval from the credit card company, and your card will be charged only after completion of your trip. We accept American Express, MasterCard, and Visa.


Can I book a vehicle for someone else and pay for it?

Yes, you are able to book travel for yourself or others. To better serve you when booking transportation for others, please create an online profile by going to the Join OLA tab and select Travel Arranger as your Account Type.

If you are in charge of travel for your company, you have the option of establishing a corporate account with OneLimo Alliance. Please visit the Join OLA tab on our main website and select Open a Corporate Account.


How are your affiliates selected to ensure excellent service and quality?

OneLimo Alliance has a stringent selection process that companies must successfully undergo if they wish to be selected as an affiliate. Our affiliates are expected to deliver OneLimo Alliance's high standards of excellence and are constantly visited and monitored by our staff to guarantee this. This ensures that our passengers have an excellent and consistent experience wherever they travel within our network.


What is OneLimo Alliance's cancellation policy?

It is important to confirm your plans prior to making a reservation.  Cancellation fees may apply according to the following schedule:

  • If you cancel your reservation at least 24 hours (72 hours for buses/motorcoaches, 48 hours for vans/minibuses/people movers) in advance of your scheduled pickup date and time, there is no cancellation fee.
  • Cancellations made between 4 and 24 hours (72 hours for buses/motorcoaches, 48 hours for vans/minibuses/people movers) prior to the scheduled pickup time will result in a cancellation fee equal to the full base fare of the trip.
  • Cancellations made less than four (4) hours prior to the scheduled pickup time will result in a cancellation fee equal to the full amount of the invoice, including any gratuities and surcharges.
  • Late Cancellations made at the pickup time, as well as no shows (you are not available or no longer want the trip when the Chauffeur arrives) will result in a cancellation fee equal to the full amount of the invoice, including any gratuities, surcharges, and waiting time charges as described within our terms and conditions.
  • If you are running late (except as provided above under Waiting Time and Stops) or you cannot locate your Chauffeur or vehicle, please call the telephone number provided in your email confirmation to avoid a no show fee.  If a client fails to contact us when they are unable to locate their Chauffeur or vehicle, the reservation will be considered a Late Cancel. 
  • The full greeter fee will be charged for any Meet and Greet services on any late cancellations or no show.


Does OneLimo Alliance provide meet and greet service at Airports?

Yes, for an additional cost, you can request Meet and Greet Service and your chauffeur will wait for you at baggage claims for Domestic flights or outside Customs for International flights with a OneLimo Alliance sign and your name on it.


Does OneLimo Alliance provide free wait time for Airport Pickups?

For Airport Services, thirty minutes of free waiting time is given on all Domestic flights and sixty minutes is given on all International flights from the official posted arrival time. Additional wait time will be charged at the vehicle's hourly rate. Airport services are calculated and billed in 15 minute increments, with fractions rounded to the next 15 minute interval.


What happens if my flight is delayed?

It is not necessary to contact us. Our automated system will track your flight and will know when and at what terminal your flight will arrive. However, if your flight plans change for any reason, please call our Reservations Center as soon as possible to provide us with your new airline carrier, flight number, and/or your arrival time.


Do you provide service on a per hour basis?

Hourly service provides passengers with flexibility and a chauffeur at their service. To book hourly service, please select the Hourly Rentals tab on the main page of the website. Whether it be for business meetings or for a special occasion, we are delighted to offer you hourly service. To make your travel experience the best one possible, please include any special requests you have in mind in the Additional Instructions/Requests field during the reservation process.


Why can't I submit my reservation request?

Please check to make sure that you completed all the required fields on the form. If you have completed all the required fields and are still having trouble, please call our Reservations Center and we can assist you with your reservation.


Does OneLimo Alliance supply car seats for children?

For safety reasons of providing age and weigh appropriate equipment, OneLimo Alliance does not provide child safety or booster seats. However, customers may provide and install their own safety or booster seats.


Does OneLimo Alliance allow smoking in the vehicles?

No. All vehicles must be clean and smoke free at all times.


What should I do if I left a personal item in the vehicle?

We assume no liability for any lost baggage, personal belongings or any items left in the vehicle. Please ensure that you have all of your belongings before dismissing your chauffeur. As a courtesy to our clients, we will make every effort to locate your lost items and to send them to you at your own expense if found.


 


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