• Is it possible to "build" a profile so it would be faster to create an on-line reservation in the future?

Yes. City Star Limousine's e-Reservation center service lets you quickly manage profiles for you and the people whom you book travel for.

• Can I cancel or change a reservation through your Web site?

No. All cancellations must be done by phone.

What is the Cancellation Policy?

4 hours prior to schedule pick-up time. Cancellation made at least 4 hours prior to scheduled client pick-up is permitted with no cost incurred. Cancellations made less than 4 hours prior to pick-up will incur a 50% charge of the fare, and less than 2 hours will be charged full fare. For all cancellations, please call us (201) 333-2244.

Reservations and Traveling

1. How much notice is required to make a reservation?
   City Star Limo suggests that you book a reservation 4 hours in advance to ensure a car will be available. However, we can often provide unscheduled pickups.  You may call us or check online for same-day availability.
   
   
2. Will I get a call when my car arrives?
   As a courtesy to our customers we do attempt to contact all our customers when their drivers are on location ten minutes before the pick up.
   
   
3. Can the driver come into my building to pick up my luggage and bring it out to the car?
   Unfortunately, drivers are unable to leave their vehicles unattended. Our drivers will be pleased to assist with your luggage from the front of your building to the vehicle.
   
   
4. How much notice is required to cancel a reservation?
   City Star Limo requests that our customers cancel their reservations at least 4 hours in advance.  Cancellations made after the requested time-frames are subject to cancellation fees.
   
   
5. May I make a last minute change to my reservation?
   City Star Limo attempts, to the best of its ability, to accommodate last minute changes.
   If you would like to make a change to your reservation, please notify us of your change at least 2 hours in advance for Hudson County pick-ups and at least 3 hours in advance for pick-ups outside of Hudson County.
   
   
6. If I have already booked a reservation from the airport, what should I do once I land? 
   After you retrieve your luggage, please call us with your confirmation number so that we can direct you to your car.  Your driver will pick you up within minutes at a designated curbside meeting point located right outside your baggage claim. You may reach us at (201) 333-3335 or (201) 333-2244
   
   
7. For airport pickups, must I reserve a car in advance or can I call for a car once I land? How long will it take to pick me up?
   City Star Limo can generally provide unscheduled airport pickups. Please call us once you have landed to check our availability. If you would like to ensure availability, we recommend that you book a car in advance. It takes approximately 15 minutes for the driver to pull up to your terminal.  

Vehicle Issues

1. Must my child be in a child safety/booster seat?       Yes
   
   
2. Does City Star Limo supply infant or booster seats?
   Yes, for reservation only (6 hours). However, we encourage parents to bring an infant seat or booster seat for their child’s safety.
   
   
3. What are the passenger and luggage capacities of the various vehicles?
   Sedans and Luxury Sedans can accommodate up to 3 passengers with 3 standard size luggage. SUV Suburban – 6 passengers with 6 medium luggage. 10 Passenger van – 10 passengers with luggages
   
   Special Needs

1. Does City Star Limo provide handicapped accessible vehicles?
   Yes. You may reserve an unmarked, handicapped accessible vehicle by calling us at (201) 333-2244 or at (201) 333-3335. 
   
   
2. Will City Star Limo carry a Service Dog?
   Yes. When booking a reservation, please be sure to tell one of our phone agents that you will be traveling with a service dog so that we can accommodate you. It will be $20 extra charge.
   
   
3. May I bring my pet in a City Star Limo vehicle?
   Yes, City Star Limo can accommodate dogs, cats and small pets.  With the exception of service dogs, any animal over 25 lbs must ride in a SUV. All animals must be leashed or in a carrier when traveling in a City Star Limo vehicle. 
   We request that when traveling with a pet, you notify a reservationist in advance so that City Star can accommodate you. Please note that if you fail to notify a reservationist that you are traveling with a pet, the driver reserves the right to refuse to transport the pet.
   
   
4. How old must my child be to travel alone?
   Children must be at least 16 years of age to travel alone. 

Payment/Tolls/Cost

1. Can I get a receipt when I pay in cash?
   Yes. Your driver will provide you with a cash receipt in the vehicle at the end of your trip. If you forgot to get a receipt in the vehicle, you can request a receipt by email us via info@citystarlimo.net with trip details. 
   
   
2. Who is responsible for any toll charges incurred during my trip?
   Passengers are responsible for any toll charges incurred throughout the trip. Upon arrival at your destination, your driver will inform you of the additional toll charge. 
   The fare quoted by a reservationist or on our website does not include the toll amount.
   
   
3. Is tipping mandatory? Is there a set percentage I must tip?
   When traveling in a Sedan or Luxury Sedan the gratuity is at the discretion of the passenger. It is customary to tip a driver 15%-20%. 
   When traveling in a stretch limousine, SUV and 13-passenger van, a mandatory gratuity of 20% will apply.
   The fare quoted by a reservationist or on our website does not include the tip amount.
   
   
4. May I pay with a personal or business check?
   No, we do not accept checks. We accept cash, all major credit cards, including American Express, Visa, MasterCard, and Discover.
   
   
5. Does City Star charge for waiting time? If so, how is waiting time charged?
   Yes. Waiting time charges may be incurred if a passenger arrives late to a pick-up.  Waiting time is based on the hourly rate for a particular vehicle and is charged at 15 minute increments. Time spent waiting at additional stops will also be charged as waiting time. Waiting time charges may apply after the complimentary waiting time expires on a round-trip.
   
   
6. Does the fare include tolls and tip?
   No. The fare does not include tolls, tip, waiting time or additional stops.
   
   
7. How much are tolls?
   Tolls depend on the route taken to get to your destination.
   The following are approximate toll amounts from Manhattan to JFK, LaGuardia, and Newark airports.
   
   
8. How can I pre-pay for a reservation?
   Yes, You may pre-pay for a reservation online by making online reservation and note to be prepaid using a credit card.

Credit Card Payment

1.      My credit card will not be in the vehicle for the driver, what can i do?
If you would like to pay by credit card but the card will not be present at the time of the ride, you must fill out a credit card authorization form at CityStarLimo.net and fax it back to us 201-333-6669
 

 

2.      May I change my form of payment at the end of the trip?
Yes. Please remember that all charges are done at the end of the trip except for Stretch, Van, Buses transfers.

3.      Can I use my debit card to pay for a ride?     No.  

Lost Items

1.        If I left a personal item in a City Star car, how can I get it back?

If you think you have left an item in one of our vehicles, you may report the lost item by contacting our customer service department via email only with a details  Info@Citystarlimo.net.  An agent will get back to you with regard to the status of your property.

If your item has been found, we will contact you.

If you wish to have FedEx pick up the item from our office and deliver it to you, notify a customer service representative that you will arrange for FedEx to make the delivery. 

 

Corporate Accounts

• How can I apply for a corporate account?
  
  To apply for a corporate account, you may contact our Corporate Sales manager at 201-333-3335. You can also fill out an online application.  CityStarLimo.net

 

 

• Airport Pick-Ups  - If I have to wait for my car to arrive, will I be billed for my waiting time?

Our customers are privileged to free waiting time according to what type of car they have selected. Our operators checking all flights ETA's (for delays or earlier arrivals). 

 Sedans - receive 30 minutes free on domestic and on international flights.

  Limousines - receive 30 minutes free on domestic and 50 minutes free on international flights.

 

 

·         Vans - receive 30 minutes free on domestic and 50 minutes free on international flights.

 

 

·         SUVs - receive 30 minutes free on domestic and on international flights.

 

 

·         How will I know when my car has arrived and who is my driver?

Your uniformed driver (suite and tie) will be holding a sign containing your name, which will make it easier for you to find him. The "meet and greet" is a great way to be welcomed by our company.

 

 

• What sorts of vehicles may I expect?
  
  All of our cars are new models 2005 & up.  
  
  Luxury Sedans are Lincoln Town car
  Mercedes S-Class sedans.
  ES350 Lexus
  SUV (Suburban & GMC) 6 passengers with 6 medium luggage
  6,8,10 Passengers Lincoln Stretch Limousines (black and white colors).
  10 Passengers Chysler C300 Stretch (Off White) 2008
  14 Passengers Lincoln Navigator SUV Stretch (Black) 2006
  16 Passengers Cadilac Escalade SUV Stretch (White) 2008
  18/20 Hummer SUV Stretch (White) 2008
  10 Passengers Van with Luggage
  15 Passengers Van No Luggage
  Limo Bus (28-40)
  Coach Bus 28-56

   

What is your credit card processing procedure?
Your credit card will not be charged until the day off the service unless the trip is for a substantial amount or on a special day when vehicles are scarce, in which case a 30% deposit is required to hold the vehicle for you. Prepayments can be arranged online for relatives or friends of the traveler.

 

 

What if I am unable to arrive in time for a reservation "No Show"?
ALL no shows will be charged full rate. To avoid being charged you must:

 

 

§         A. Call toll free 1-888-666.7797 so that one of our dispatchers can get in touch with the driver and help you to locate each other.

 

 

§         Call 1-888-666.7797 or email in the event your plans or flight have been changed.

 

 

If I need to cancel a pick up, what are the requirements?
Airport services can be changed or cancelled within 4 hours of the reservation to allow for cancelled or delayed flights.

 

 

o       To avoid being charged for hourly services you must cancel your reservation at least 4 hours before service time*. You must provide confirmation # for each reservation.

 

 

o       Some vehicles such as Stretch SUVs and Limo Buses may be subject to 7 day cancellation policies in the event of specific busy days or events. The client will always be notified of this before making the reservation.

 

 

Do you have a Guarantee of Service?
After you have received your "Confirmation Ticket" with a Trip Number, your car is guaranteed to be there waiting for you. (Reservation must be made at least 24 hour prior to the time of service and with a valid credit card.)

 

 

Where can I find your hourly rates?
Our rates are by the hour (BTH) also known as A/D (as directed). They vary by vehicle type and the hourly minimums are stated immediately next to the rates. These hourly minimum booking times stipulate that the reservation must be for at least this number of hours, which can include the garage time. Please call 888-666.7797 for a further explanation of these policies.