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212-812-1100

FAQs

You got Questions. We got Answers.

Making a Reservation

With NLS we offer 3 easy ways to book a ride. 

Website: www.NLSNewYork.com

Phone: 212-812-1100

Mobile Site: http://nlsnewyork.com/book-now/

With one tap, You can ride with NLS in every major U.S. city nationwide. Rides can be booked in advance using any of our reservation methods. Most reservations need to be booked between 30 minutes to 4 hours before your requested pick-up time.  Advance reservation times differ based on your pickup location.

NLS offers a wide selection of vehicle types to best meet the needs of our travelers and travel organizers. To learn about the differences, please visit Our Fleet page.

Each vehicle can accommodate a different number of passengers and bags. Please visit Our Fleet page to view the passenger and bag limits for each vehicle type. TLC safety regulations prohibit passengers and bags from riding in the front seat of the vehicle. The driver has the right to refuse the ride if the passenger/bag count exceeds the limits of the vehicle. This will result in extra charges for you, so please book accordingly.

Any information you provide to us when booking is confidential and never shared with a third party. We ask for the passenger’s name, pick-up and drop-off locations, vehicle request, credit card information, mobile number and email address. The email address you provide us with will be sent the booking confirmation and a final receipt. We also ask for the passenger’s mobile number so they can receive essential SMS alerts on the day of their ride. You can opt-out of providing us with an email address and mobile number; however, this could result in a number of ride-related issues like missing an error in a reservation or being unable to locate your driver at pick-up. We strongly recommend that all passengers provide a valid email address and mobile number.

we’ve designed a cancellation policy that’s flexible for our customers and supports our chauffeurs. We won’t charge cancellation fees (and any applicable ride-related expenses), if you cancel 6 hours prior to your pick up time within New York, New Jersey & Connecticut. 12 hours prior to your pick up for all other service areas.

After you Book

If you’ve provided us with your mobile number, you will receive an SMS alert to let you know your driver is on the way and again when they arrive at your pickup location.

If you need to contact your driver, the best number to call will be listed in the SMS alert. You can also always call us at 212-812-1100

Creating an Account

An NLS account allows you to quickly view and manage your current, canceled and completed reservations. It also allows you the ability to edit or cancel any reservations, manage your payment methods and contact information, and most importantly it expedites the booking process.

Yes. We can work with you to customize a travel program that best meets your needs and the needs of your travelers. To learn more about opening a corporate account, visit My Account.

Favorites

At the end of each booking on the confirmation page, you will have the option to save the addresses or the entire ride to your favorites. These favorites are available on web or mobile anytime you book to save time. Items may be deleted from favorites from the payments page on web or the mobile.

Corporate Account Users

Payment options are typically specified on the account and can be checked on Payment options.

On a corporate account, travel arrangers and passengers may assign themselves directly to passengers so that they can book, edit, manage and view ride activity for that passenger. This is especially handy if you have a travel arranger that generally books rides for you or does your monthly expenses. Any time a travel arranger is assigned to you, you will receive an email alert.

Rates and Fees

NLS’s fares are based on distance calculations from the pick-up to drop-off location. In certain locales, the distance is calculated by zone. In others, the calculation is based on the exact start and end points. To get an estimate of your ride, please visit NLSNewYork.com and enter your ride details with the date and time you will need the service.

NLS does not have hidden fees. We show you your estimated total upfront, which includes all charges with the exception of wait time, stops, parking or tolls, which cannot be calculated until the ride is complete.

You are not responsible for paying the chauffeur a tip when exiting. Fares are all inclusive as quoted. A customary gratuity can be added at your discretion.

Fees incurred during the ride cannot be estimated beforehand, so you’ll see them only on your final bill. Any wait time, additional stops you request and tolls will be reflected on your final bill.

By the hour trip rates are calculated based on the pickup location, route taken, and drop off location for the ride using a zone fare pricing model. During booking, NLS provides a rate that is based on the ride staying within the pickup zone. Should you go to a different zone during your by the hour ride, the rate of the ride will be adjusted to reflect the actual ride taken.

Yes, but please be aware after the wait time grace period you will be charged wait time. With an airport pick-up, if you’ve provided us with your flight information we will track your flight, in an effort to help you avoid wait time fees.

Our industry leading grace periods are: 30 minutes for a domestic flight/cruise terminal pick-up, 60 minutes for an international flight pick-up and 15 minutes for anywhere else. After the grace period expires you will be charged wait time. Wait Time is billed in increments of quarter hour at vehicles hourly rate.

We will try to reach you several times before completely canceling your ride. Once your grace period has ended we will wait an additional 60 minutes, reach out to you once more and then we will cancel the ride. You will then be responsible for the base fare, wait time fees and safety assurance fees.

Payments

Our drivers do not accept payments in any form. Your payment information will be gathered during the booking process whether you book online, through our mobile site or by phone.

Upon confirmation of your reservation, we authorize your card for the estimated cost of your ride. This is not a “true” charge and usually shows up in the pending charges section of your credit card statement..

Once your ride is completed, the credit or debit card you provided will be charged for the actual costs incurred for the ride. A final receipt will be emailed to you within 24 hours of your completed ride.

You will receive a receipt via email 24 hours after your trip has been completed. If you do not receive a receipt contact our Customer Service department.

You can also print ride details from the “My Dashboard” section of our website. Ride Details reports are updated 24 hours after a ride and will reflect final charges.

Airport Pick-Ups

We ask for your flight information when booking your ride. This information allows us to track your flight – so early or late – when your flight arrives we’ll be there. You have the option to disable flight tracking, but we advise against this because if your flight is early you may be kept waiting or if it’s late you may incur unnecessary wait time fees.

We offer curb-side pick-up as standard service or meet & greet service for an additional fee.

If you’ve requested an inside pick-up your driver will meet you at baggage claim for domestic flights and outside of customs for international flights.

If you’re meeting your driver for curb-side pick-up, please call the driver when you’ve collected your luggage, using the number you received via SMS to arrange the pick-up location.

About the Vehicle

You can reserve a child seat during the booking process, for an additional fee. In NYC, the law requires the passenger perform the installation. If ordered your chauffeur will provide the seat for installation.

By New York State law you are NOT required to put your child a car seat while riding in a New York Taxi, Car or Limousine vehicle.

For health and safety reasons, we do not allow smoking in any NLS vehicle.

All large luggage must fit in the trunk of the vehicle. If handheld luggage fits inside the vehicle, then it is permitted only in the back seat. By law, the front seat cannot hold passengers and luggage.

Please visit Our Fleet page to learn more about our vehicles and their passenger and luggage capacities.

Pets are allowed in NLS vehicles. If the pet weighs more than 15 pounds, then they must be in a carrier. Please note that certified service animals and emotional support animals do not need to be placed in a carrier. To ensure a smooth ride for both you and your pet it is best to call us beforehand at 212-812-1100 to make arrangements so we match you with a pet-friendly driver.

Promotions

NLS offers customers promotional discounts on rides on a daily basis. Please note that only one code will be accepted per reservation and the code must be entered at checkout in order for the discount to be applied to the reservation. Visit our Promotions page for current promotions available.

Make a Reservation Today!

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