Faq

Before you book

I missed my flight, what should I do?

Please call us at 1 0123 456 78 90  and let us know whether you missed your flight or your flight was canceled.

Who checks the flights to see if they are on time?

It is the passenger’s responsibility to check with the airline to see that your outbound flight is departing as scheduled. We assign your pickup time based on the flight departure time and required check-in time that you provide to us at the time of booking. For inbound flights, we use the airline flight number provided by you to satellite-track your flight from the time it leaves the departure city until it lands. If your flight is delayed or will arrive early, we will know well in advance and will make adjustments to our schedule to be there when you check-in.

Does Ontarioprom provide corporate transportation services to the airport?

Yes, Ontarioprom Airport Transportation Services apart from the rest in Corporate Transportation. Our corporate and business clients can create an account for fast and convenient online reservations, receipts, cancellations, and account history. Our private point to point corporate transportation service ensures that our business clients receive the exceptional service they deserve. Our service professionals strive to exceed customers’ expectations with every ride.

Our corporate clients enjoy advanced features including 24/7 easy online reservation system, Full integration to online booking tools and corporate account management, Online trip usage summary and details, Email, review and print confirmations & receipts, Online trip management of company executives, employees and guests, Constant flight monitoring service to ensure timely pickups, Airport meet & greet service with your company’s name on the sign, Specifically experienced chauffeurs are appointed to serve your company, Easy and convenient monthly billing and direct billing payment options, Invoices are sent via e-mail and fax, Corporate travel/frequent traveler rebate program.

I arranged a pick-up and did not show up, what happens now?

Please call 1 0123 456 78 90 when you arrive at the airport. Clients who “no show” or who leave the airport without calling will be charged the full amount of the fare.

Before you travel

What should I do when I get to the airport?

You must text or call your driver on landing, clear customs, pick up your luggage and go to the designated posts: Terminal-1 Area A, Terminal-3 Post 28. You will be picked up in three minutes.

How will I get in contact with the driver?

Once your reservation is confirmed and your driver is assigned, we will let you know his/her contact information, license plate number and vehicle model a day in advance.

How much notice does JIT need before I travel?

Ideally, a day notice before travel allows us to give our customers the best possible service. While we welcome earlier bookings, too, Ontarioprom will work hard to accommodate any request, even at the “eleventh hour.”

Is there any additional fee for pickups after midnight?

No worries! There is no charge for midnight pickups. Our driver will be ready and waiting for you.

Can I pay cash?

Yes, you can pay cash in the car.

What are my payment options?

We accept all payment options including Online Payment, Visa, MasterCard, PayPal, American Express, E-transfer, Debit, and cash. Corporate and personal accounts are welcome with monthly billing and credit card payment options.

Can the driver provide me a receipt?

Yes, s/he can. You could ask your driver to give you a receipt. If your driver cannot provide you the receipt, please let us know and we will send your receipt via text message or email.

Should I tip the driver?

As with any type of service industry, tipping is an appropriate way to recognize good service. If you feel you have received quality service, then a gratuity in the amount of 10-15% of your fare is appropriate. The invoice that the driver will have you sign has a fill-in line for gratuity. You can also add a gratuity when you make your booking online.

Do you meet and greet at the airport?

Yes, we also provide Meet and Greet Service if you like. Our professional chauffeurs will be waiting for you at the baggage claim area with a whiteboard your name written on it. If you would like a Meet and Greet service, please let us know at the time of making your reservation.

I made my reservation one month ago. How can I be sure you’ll be at my door on the day of my departure?

All outbound passengers receive a confirmation phone call, email, or SMS the day before their departure. You will receive a confirmation email a day in advance, even if you made your reservation a month ago.

What are your office hours?

Our office hours are from 9:00 am to 18:00 pm every day. But our drivers can pick you up at any time of the day or night. We are at your service 24/7.

What is your cancellation policy?

We understand your travel plans may change and other circumstances may arise. With that in mind, Ontarioprom Airport Transportation Services has a very simple cancellation policy for local sedan transfers (Kitchener-Waterloo-Cambridge area). Just give us 1-hour notice within our business hours prior to your pickup time and we will give you a full refund.

We will not refund the payment if canceled with less than 1-hours notice prior to pick up time or in the event of a no-show. For all pickups and drop-offs outside Waterloo Region such as Hamilton, Toronto, London, etc. and charter hourly rentals, we require 24 hours notice for cancellations.

Our office hours are Monday-Sunday, from 09:00 am to 18:00 pm. Refunds normally show up on your account within 2 business days depending upon the credit card and issuing bank.

I forgot to arrange a pick up from the airport. How long does it take you to send me a driver?

Depends on availability, in most cases, we can have your driver ready in about 1.5 hours. Give us a call as soon as you land and we will send you a driver as soon as possible.

I need to make stops along with my destination. How much do you charge for the stop?

Extra stops are a minimum charge of $10.00 depending on mileage and the type of vehicle. We also charge for unexpected waiting time.

What happens if I forget something in the car?

If you forgot any items in the vehicle we will be sure to contact you and return the items to you as soon as possible.