SF Black Car Service Info - FAQ

• How does RSTLimos work, offering great service and rates?
  You can find more detailed information here, but the summary answer is that RSTLimos uses the unique efficiency of our booking technology to offer the best rates to everyone thru our website or at (415)889-8203. Our customer service team works 24/7 to make the journey better for all.
• What does “No Hidden Fees” mean, and does the initial rate I am quoted include all fees?
  Our No Hidden Fees means that there are Clear View Pricing no hidden fees and surprise surcharges – prices shown are always per vehicle and include all taxes, and tolls with the exception of gratuity.
• Does RSTLimos charges surge pricing?
  NO
• What is the standard gratuity (TIP) you charge for every ride?
  We charge 20% gratuity for every ride.
• Do I have to pay the gratuity at the time of travel?
  Our billing department charges the whole trip along with gratuity at the time of booking. However, customers are free to provide the driver an additional cash tip if desired.
• What are the vehicle types and how many passengers can they carry?

  You can find more detailed information here, but in summary RSTLimos trips are in Sedans, SUVs and XL SUV/Specialty Vehicles that can transport from 1 to 6+ people and their luggage.

• When will I get my driver’s contact details?

  Once the driver is assigned to the Trip, the customer receives an email and text message with the driver’s name, vehicle type and plate number. Customer and driver are also, able to communicate with each other through the mobile app once driver has been assigned. For the mobile app please request an access code.

• Are you closed on any major holidays?

  No, we are open 24 hours a day 7 days a week 365 days a year.

• If I book my reservation well in advance, do you still need my credit card info?

  Our system does not accept reservations without a valid credit card number. We use the card to secure the ride in advance.

• Do you track my Flight?

  Yes, we track all flights and will dispatch the driver accordingly. More information you can find in our Airport Travel section.

• For an Hourly trip, is there a minimum number of hours the vehicle must be rented?

  3 hours minimum for any hourly rides.

• How is the price calculated for an Hourly trip?

  For hourly rides that are not in or around the same town, the client will be charged for each transfer (from pickup to drop off address) separately and must pay for wait time at the stops in addition. So, the client can make as many stops as they want within the same areas and price will be calculated based on number of hours vehicle is rented. For hourly rides within the same area, price will be calculated based on number of hours the vehicle is rented.

• Are your drivers always on time? What if the driver is delayed?

  Our drivers are always dispatched more than two hours ahead of pick up time and they are at your location 10 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 driver’s status.

• What time should I leave my home/office to catch my Flight?

  We always recommend that you are at the Airport at least 1.5 hours before your Domestic Flight departure time and at least 2.5 to 3 hours before your International flight departure time. We recommend time of pick up keeping this in mind along with traffic patterns and expected weather. We do not take responsibility of a booking time since that is left to the client’s discretion, but we will always suggest an accurate time based on our knowledge.

• Do you have a Lost and Found Department?

  Yes, all lost items are brought to our main office at the end of a driver’s shift and we attempt to contact the passenger to arrange the return. The item can be returned at the next upcoming trip or it can be shipped to the passenger. The Passenger will be responsible for a $30 charge for handling plus the shipping charges.

• How do I rate my ride?

  Once your ride is complete our automated system will send you the link where you can rate your overall experience with RSTLimos.

• Are the prices shown per person or per vehicle?
  The prices shown are always per vehicle and include all taxes, and fees. The maximum number of passengers and bags, which can comfortably fit in each vehicle is shown under each car class. The number of passengers does not affect the price.
• There is an error in my invoice. What should I do?
  Please contact us using the contact information on your invoice, so we can investigate and get back to you as soon as possible.
• I booked a ride with the wrong pickup or drop-off location. What do I do?
  For one-way rides, if it is more than two hours before your pickup time, you can make your changes by calling (415)889-8203. If it is already less than two hours before your one-way ride or you are already in the vehicle and require a new destination, please inform our office and the driver about the route change. Before your ride has ended, RSTLimos will email you an updated invoice with the new ride information. The invoice will show the price of the additional distance and drive time, if applicable. For any further questions, contact our Customer Care team. You can make changes to hourly rides up to 12 hours before the pickup time.
• Can I book a ride for someone else?
  Yes! You can book a ride for someone else. 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 also gets the email and text message notifications on the day of the ride.
• How do I make changes to my booking?
  You can change the car class, pickup date, time and location, drop-off location, and additional information. Please contact our Customer Care team VIA email at reserve@rstlimos.com
• What should I do if I forget to add my flight number?
  Please contact our Customer Care team VIA email at reserve@rstlimos.com
• When will I get my driver’s contact details?

  Once the driver is assigned to the Trip, the customer receives an email and text message with the driver’s name, vehicle type and plate number. Customer and driver are also, able to communicate with each other through the mobile app once driver has been assigned. For the mobile app please request an access code.

• Do you offer child seats?

  Yes, child seats are part of our standard service. When making your booking, please add this in the ‘Trip Summary’ page, including Type child seat, how many child seats are required.

• How do I add a Promo Code?
  Before you click on BOOK RIDE on the website, click APPLY A PROMO CODE and enter your code in the designated space, then click BOOK NOW. The final price will be adjusted accordingly.
• How do I cancel my ride?
  Please contact our Customer Care team VIA email at reserve@rstlimos.com
• What is RSTLimos cancellation policy?

  Cancellation is free of charge if more than 24 hours are left before the agreed pickup time. If there are 24 hours or less before the agreed pickup time, the total price must be paid. A cancellation can only be made by emailing reserve@rstlimos.com with the reservation number.

  Cancellation for Last Minute Reservations will be subject to a full charge for the quoted price, including Base Rate, Driver Gratuity, and any accumulated expenses.

• Do I need to pay if I cancel the ride booking after I’ve already received a message with the driver’s information?
  If you receive an email and text message with your driver’s information and it is more than 24 hours before your pickup time, you may still cancel free of charge. If you cancel less than 24 hours before the pickup time you will be charged the full amount for the ride.

Arrivals

We use an online flight tracker, Flight View, to check your flight status, every ten minutes, to ensure an on-time pickup. Our drivers are experts on the Bay Area and are more than happy to provide recommendations. Our goal is to make sure you have a pleasant, safe and memorable trip.

• Airport Pick-up / Domestic Travelers
  After all your luggage is collected, you and your party are ready to be picked-up at the curb-side please call the office (415)889-8203 and inform the dispatcher of your terminal number or airport location (door number).

  • Our dispatcher will then notify the chauffeur, who will be waiting in the limousine holding lot, to pull up to a terminal door or passenger pickup area.
  • Our dispatcher will provide you with the plate number and type of vehicle to assist you with identifying it as it arrives at the terminal.
• Arrival Options:
  • Curbside Pick Up – after arriving at the airport, call us and a driver will pick you up within 7-10 minutes.
  • Meet-and-Greet Service – our driver will meet you with a sign inside the airport and assist with your luggage.

  Additional $45 will apply. If you add the MEET and GREET option your driver will meet you at baggage claim with a personalized pickup sign.
• Complimentary Wait Policy:
  • 30 minute complimentary wait on all domestic arrivals from gate arrival time
  • 45 minute complimentary wait on all international arrivals from gate arrival time.

  After this complimentary time is exceeded, wait time will be billed in half an hour increments based on hourly rate of the vehicle.
• Additional Wait & Extra Stops Policy
  • Additional wait time is billed in half an hour increments based on hourly rate of the vehicle
  • Additional stops are billed at $20.00 per stop within the same city limit.
• No Show Policy
  • You must notify our Customer Service 24 hours before the scheduled pick-up time to avoid a No Show charge
  •  Your ride will be considered a ‘no show’ if we don’t hear from you when 10 minutes have passed after your complimentary time ended.
  • No Show will be charged with 100% of the total fare.
• Other Charges
  • Three (3) hours minimum required for the Hourly Services.
  • Airport Meet and Greet Service: $45
  • Extra Stop – $20 per stop within the same city limit

  If you have any questions regarding our service, please give us a call at (415) 889-8203.

Departures

We do NOT update flight departure. This is the sole responsibility of passenger.

• Complimentary Wait Policy:
  10 minute complimentary wait on all residential & office pick-ups
• Additional Wait & Extra Stops Policy
  • Additional wait time is billed in 5 minute increments at $10.00.
  • Additional stops are billed at $20.00 per stop within the same city limit.
• Higher rates may apply based on actual distance.
  Additional stop fee applicable to multiple terminal drop-offs at the airport. $10 per terminal stop.
• No Show Policy
  • You must notify our Customer Service 24 hours before the scheduled pick-up time to avoid a No Show charge
  • No Show will be charged with 100% of the total fare.

  If you have any questions regarding our service, please give us a call at (415) 889-8203.

• When is my ride charged to my credit card?
  Your credit card will be charged upon booking your reservation.
• I have a second RSTLimos charge on my credit card statement after my ride. What does that include?
  If you receive a second charge after your ride is completed, it will only be due to one or more of the following reasons:

  • You changed your itinerary in a way that affected your RSTLimos price.
  • You incurred wait time charges in excess of the RSTLimos standard grace period.
  • You forgot to add Standard Chauffeur Gratuity which was not included in the price.
  • Your car required excessive cleaning/sanitation upon completion of your trip.

  If you have any questions regarding charges made in conjunction with your ride, please contact us for immediate service.
• Where do I find the prices?
  • To find out the Clear View Price for a ride, fill out the booking form with your pickup and drop-off address, date, and time.
  • The initial or base quote you will see includes all standard fees, taxes and tolls.
  • If you choose to add any services (such as a Meet & Greet or a Car Seat, etc.), that will show up in your final quote after you choose BOOK NOW.
• Which payment options are available?
  RSTLimos accepts all major Credit Cards.
• Why do I need to give my credit card details?
  We require a valid credit card to place a booking. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance).
• Can I pay with cash?
  RSTLimos does not accept cash payments. Our rates are all inclusive, however customers are free to provide the driver an additional cash tip if desired.

• Why did I get an error message when I added a credit card?
  This could be due to a variety of reasons. Please contact our Client Care Team (415) 889-8203 to tell us which type of credit card you want to add, any information included in the error message, as well as which browser or App you used.
• What happens if the address I have entered can’t be found?
  • Our system doesn’t recognize copy-and-paste
  • If our system doesn’t recognize an address you typed, please contact our ClientCare Team at (415)889-8203 and we will gladly help with the required address.
• How can I make a compliment or complaint?
  Contact our Client  Care Team (415) 889-8203 or email reserve@rstlimos.com

• What is RSTLimos Ride Rewards?
  RSTLimos Ride Rewards is a free to enter program which allows you to receive rewards for booking rides through RSTLimos
• What is the reward?
  Receive a $50 Gift Card toward your next reservation.
• How do I sign up for RSTLimos Ride Rewards?
  You can sign up for the free program by emailing us at reserve@rstlimos.com.
• When do my rides start counting towards my reward?
  Your rides are counted once you enter the RSTLimos Ride Reward program and you complete the ride. If you haven’t already signed up, you can do so by emailing us at reserve@rstlimos.com. Cancelled rides and any rides booked prior to entering will not be eligible.
• How do I claim my Ride Reward?
  To claim your ride reward you must first have a minimum of 12 completed rides. Once eligible you may contact us at (415) 889-8203  or reserve@rstlimos.com.
• Can I cancel after I enter?
  Yes, if you no longer wish to receive rewards for booking your rides through RSTLimos You may contact us at (415) 889-8203  or  reserve@rstlimos.com to be removed.