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Frequently Asked Questions
General FAQs
WHAT IS YOUR SERVICE AREA?
Our primary service area is Northeast Ohio and predominantly the Cleveland, Akron and Lorain County Area. We can also provide ground transportation at other locations upon request. Call our Reservations Department at (440) 782-1227 for details and a rate quote.
WHAT VEHICLES DO YOU OFFER FOR HIRE?
Our fleet includes sedans, stretch limousines, stretch SUVs, mini-busses, party buses, and vans.
WHAT ARE YOUR RATES?
Captains Car Service offers all-inclusive airport service, as well as hourly service based on minimum time requirements and based on the vehicle you choose. Those rates are determined through Dynamic Pricing. This type of pricing system is not new, just new to our industry. Hotels & Airlines have been using something similar for years they just didn’t call dynamic pricing.
By using a Dynamic Pricing Matrix this enables us to provide you with the most current pricing available depending on a variety of influencers. Some of the most common Dynamic Pricing influencers are:
Please call our Reservation Department for more details.
WHAT ARE YOUR HOURS OF OPERATION
As one of Northeast Ohio’s premier limousine service providers, we provide limousine service 24 hours a day, 7 days a week, 365 days a year. However, due to staff and customer safety concerns, which are always a top priority for us, and are more now than ever in light of the current pandemic, as well as the way society has continued to deteriorate, we may restrict service based on time or service area.
ARE YOU CLOSED ON HOLIDAYS?
As previously mentioned, we are open 24/7/365. On major holidays, however, you may notice a slightly higher rate than usual. This is due to our dynamic pricing, which includes a premium fee on all trips as an added incentive for workers who volunteer to work during the holidays.
HOW FAR IN ADVANCE DO I NEED TO MAKE A RESERVATION?
We suggest reservations be made at least 48-72 hours in advance for guaranteed service availability, with a 2-hour minimum notice. If you have an emergency and need immediate service, call us at (440) 782-1227.
DO YOU PROVIDE CHILD SAFETY SEATS FOR YOUR VEHICLES?
Yes, you may reserve a child safety seat for just $1.00 per seat. Each of our vehicles is equipped with the proper seat belts, so you are welcome to bring your own child seat. If you require one of our child safety seats, please speak with a Reservation Agent prior to the date of your transportation.
DO YOU HAVE A LOST AND FOUND DEPARTMENT?
Yes. Please contact our customer service department at (440) 782-1227 between 9:00 a.m. and 5:00 p.m., Monday through Friday. While Captains Car Service is not responsible for any items that are lost or left in our vehicles, we will do our best to help you locate any lost items.
WHAT IS YOUR ALCOHOL POLICY IN THE LIMOUSINE?
Customers who are of legal drinking age (21 in the United States) are free to bring their own alcoholic beverages on board. A bar with glassware is standard in most of our stretch limos. An ice chest and non-alcoholic beverages are also available in our in-car bars (upon request). We have a ZERO tolerance policy in regard to underage drinking and drug abuse. (Any signs of this TERMINATE the run immediately with NO REFUND)
IS SMOKING PERMITTED IN ANY LIMOUSINES
Smoking and vaping are not permitted in or near our vehicles. Illegal drug possession or use is prohibited by law. A min $250 cleaning fee will automatically be added for any violation of this policy.
WHAT IS YOUR PRIVACY POLICY?
At Captains Car Service, we respect your right to privacy and handle your personal information with care. We will use your information only to confirm your reservation and/or for questions regarding your service experience. With your permission, we may also contact you regarding Captains news, specials, and promotions. We will never sell your information to anyone.
WHAT IS A NON-REFUNDABLE RETAINER AND WHY IS IT REQUIRED?
We may require a non-refundable retainer on some reservations. This ensures that your reservations and pricing for a specific vehicle type are held for you on a specific day(s). We cannot guarantee any pricing or vehicle availability without this non-refundable retainer.
DO YOU ALLOW PETS?
All pets must be approved at the time of the booking and must remain in their carry bags or kennels. Releasing a pet from their bag/kennel will result in the driver needing to get the car washed and vacuumed before the next run and will result in a $50 charge. All damage from a pet will result in a minimum fee of $250 up to the actual cost of repair including any charges related to cleaning up accidents. Bona fide service animals are exempt from these policies and are always welcome.
Airport Transfers
WHAT IS A PRIVATE RIDE?
A private ride is private car service, meaning you will not be asked to share a vehicle with other travelers. There is a 15-minute wait time grace period on all private ride service.
WHY DO YOU SUGGEST SUCH EARLY PICK-UP TIMES FOR DEPARTURES?
Since the 9/11 tragedy, airport security can increase without notice. To ensure you make your flight, we follow the Department of Aviation guidelines for airport arrival times. We also account for delays due to weather and/or heavy traffic.
WHAT HAPPENS IF MY FLIGHT IS DELAYED?
We monitor all flights arriving at all airports. As the estimated arrival time for your flight approaches, our system automatically updates your reservation with any changes in arrival time. You do not need to call us if your flight is delayed. You do need to call us if your flight information changes (e.g., if you are bumped to a different flight or you miss your flight).
WILL YOUR DRIVER HELP ME WITH MY LUGGAGE?
Yes, our Chauffeurs are always happy to assist you with loading and unloading your luggage and other items and bringing them right up to your door.
WILL YOU MEET PASSENGERS IN THE AIRPORT?
Yes, we offer several different services from baggage claim meets, curbside pick up to on-site coordinators for large groups. Please call us at (440) 782-1227 for more details.
UNSCHEDULED WAIT TIME
On Point-To-Point transfers and trips To The Airport, 15 minutes of wait time is included in the rate and scheduled for the chauffeurs. After 15 minutes, your chauffeur will inform you if they can wait an extended time. (at an additional cost) At 30 minutes past the scheduled pickup time, our chauffeurs will continue to wait ONLY IF THEIR SCHEDULE ALLOWS IT.
To provide excellent customer service to all clients, our chauffeur will be required to leave 30 minutes after the scheduled reservation time. The reservation will be considered a NO SHOW and NO-SHOW rates will be applied.
For service From The Airport 30 minutes of wait time is included in the rate once the flight has Arrived. If no contact is made with passenger within 45 mins of the flights landing The reservation will be considered a NO SHOW and NO-SHOW rates will be applied.
Rates & Billing
WHEN DOES THE BILLING FOR OUR LIMOUSINE SERVICES START AND STOP?
Charges are accrued beginning at the pickup and ending at the final drop-off (in some cases driving time applies. The balance (minus the deposit) will be charged to the customer’s credit card or paid to the chauffeur directly in CASH unless other arrangements have been made in advance
WHAT IS YOUR CANCELLATION POLICY?
In a sedan & SUVs, if you cancel less than Two hours before your scheduled pick-up time, we will charge a 100% cancellation fee. We require at least 24-hour notice to change or cancel your reservation for shuttles, limousines, and limo Buses may require longer notice for all other specialty vehicles. Please speak with a Reservation Agent for additional policies regarding cancellations.
WHAT CREDIT CARDS DO YOU ACCEPT?
We accept all major credit cards, including MasterCard, Visa, American Express, and Discover.
WHY DO YOU ASK FOR A CREDIT CARD NUMBER WHEN I MAKE MY RESERVATION?
To hold your reservation, we need a credit card from you. We will not charge the card until the day before your trip. Our company uses the credit card number taken at the time of your order for this purpose. Your reservation charges will show up on this credit card if you do not cancel your service in advance.
DO I HAVE TO PAY WITH THE CREDIT CARD PROVIDED DURING RESERVATION SET UP?
No, the credit card taken during the setup of your reservation is just to hold your reservation. You can use any other card or form of payment at the time your trip takes place.
DO I NEED AN ACCOUNT TO MAKE A RESERVATION?
No, but we do recommend it that you do set up an account to expedite the reservation process in the future. You will need a valid credit card to guarantee your trip.
HOW DO I GET A DUPLICATE RECEIPT?
Contact our accounting department at (440) 782-1227. They can email or fax you a duplicate receipt for your records.
WHY ARE THE DATES ON MY BILL DIFFERENT FROM MY TRAVEL DATES?
We do not process credit card transactions in our vehicles, so credit card transactions are posted after our Accounting Department closes out your trip. Processing generally takes about three days.
WHY IS THE AMOUNT CHARGED DIFFERENTLY FROM THE AMOUNT I WAS QUOTED?
Your rate quote is based on the information provided at the time your reservation was made. Additional charges can result from changes to your service during your trip, such as extra stops, waiting time, or extending the duration of your charter. If you do not feel that you had any additional services, please call our Accounting Department at (440) 782-1227 to review your charges.
Wait time (Point to Point/Transfers)
Wait time will apply after the first 15 minutes upon arrival to pick up time as noted on the reservation. It will be charged in quarterly increments at that’s vehicles current hourly rate. CCS is not responsible for delays or the termination in winter caused by unsafe road conditions (i.e., not salted, accidents, etc.).
Overtime Policy: (Hourly/As Directed)
Overtime will apply after the first 10 minutes of prearranged time as noted on the reservation has expired and will be charged by the hour at that’s vehicles current hourly rate (regardless of if its less than 60mins). CCS is not responsible for delays or the termination in winter caused by unsafe road conditions (i.e… not salted, accidents, etc.).
Special Events & Peak Demand Rental Times
Special events and peak demand periods both locally and in other markets CCS serves may dictate premium pricing, higher hourly minimums and in some cases multi-day minimums, additional notice for changes and cancellations. Vehicles are generally in more limited supply for the higher demand and often times supplemental vehicles are required to accommodate this demand. As much notice as possible will be given when this applies
Premium Hour Pick Ups:
Reservations scheduled for pick up times between 1-5 Am are charged a premium hour fee that goes directly to the chauffeurs as an added incentives to work these early morning hours which are traditionally 1 off trips instead of multiple trips grouped together.
If you have any further questions or concerns that were not addressed above please feel free to contact our office at 440-782-1227 or email us at contact@captainscarservice.com
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