FAQs

No. As an individual customer, you may register on the Elite Mobile App/Website to obtain service. During the reservation process, you will be advised of the price for the trip and the payment method required.

No. Corporate account applications require approval by Elite’s Financial Office. Applications are available online at the Elite website, https://EliteNY.com/, or can be requested from the Customer Service Team by e-mail to customer_service@EliteNY.com or by phone at 718-472-2300.

Yes. However, registration is required when using the Elite Mobile App for the first time. Use the same login credentials you use for your web sign-in.

This requires your firm’s account number and account name. Use the corporate account name supplied by your account manager. Required data to complete your profile includes your first and last name, cell phone number, and your corporate e-mail address to ensure a link to your corporate account.

Yes, you can use Elite Limo App/Website on your iPads and Android tablets that have network connectivity.

Yes. Use your corporate log-in to ensure receiving any negotiated corporate discount.

Absolutely. All client information provided to Elite is safely stored in servers configured to the PCI Data Security Standard (DSS) for merchants to ensure continued protection for credit cards.

Live Operator assistance is available 24/7/365 at 718-472-2000

Call 718-472-2000. If the time passed since you exited the car is 15 minutes or less and the vehicle has not been already assigned to the next client, we may be able to have the driver return to your drop-off location. Otherwise, you may leave a voice mail can be left on the Lost & Found extension or e-mail customer_service@EliteNY.com

1. Inside Meet & Greet at the Baggage Claim Area;
or
2. Outside Curbside.

To verify your reservation status, please log on again and check your reservations.

In Manhattan, Elite’s proprietary SmartCab dispatch system guarantees a sedan in 15 minutes or less. In the outer boroughs, 30 minutes. Out-of-town response time depends on location.

Go online to EliteNY.com or call 718-472-2000.

A notification is sent to your cell phone as soon as a car is selected. You will receive another notification as soon as the car arrives.

Use the “Wait For Me” function on the Elite Mobile App or Website to notify your driver to wait.

Nothing. You may at any time log on to the Elite app and check your reservations. As the time of pickup nears, the reservation status automatically changes to “Selecting Vehicle”. Once the selection is made, a push notification with your driver’s information will be sent to you.

Check the cancellation policy, cancel and enter a new one.

1. Use the FOLLOW ME option on the Elite Mobile App to follow the GPS location of your cell phone,
2. Select a new location from the list of CLOSE BY LOCATIONS,
or
3. manually enter a new address.

Please verify your vehicle’s location using the GPS live tracking provided on the Elite Mobile App. If additional assistance is required, call 718-472-2000 for immediate operator assistance. Please do not leave the area without contacting Elite, as No Show charges may apply based on verified GPS time and location records.

1. The cancellation policy for Sedans and SUV reservations in the New York City metro area is unique in that you may
   cancel without charge anytime up to 15 minutes prior to reservation time for pickups in Manhattan, 1 hour prior in the
   outer boroughs. And 3 hours prior to dispatch for out-of-town pickups;
2. For live calls (when you enter an immediate
   service request) you may cancel without penalty within 10 minutes of placing the reservation;
3. Fees for late notice
   cancellation: Sedan $30.00; SUV $60.00 + 20% gratuity. Ancillary fees are additional.

1. To avoid late fees, advanced notice is required:
   

   For Sedans and SUVs:

   • 6 hours in major North American markets;
   • 12 hours in secondary markets
   • 24 hours worldwide outside the U.S. and Canada

   For Sprinters, vans and stretch limousines:

   • 12 hours in major North American markets;
   • 24 hours in both U.S. and Canada and worldwide.
2. No-show charges incurred by the actions of the passenger are billable. At the time of pickup, if you cannot locate your driver, please call our toll-free number for immediate assistance. Leaving the pick-up location with a late or no notification will result in a no-show charge.
3. The uniform fee schedule for all late cancellations, late changes or no-shows:
   

   For point-to-point transfers in the United States and Canada:

   • The fee for sedans and SUVs is $75.00 unless the charges for the entire trip with ancillary charges added prices less, in that case, the late fee will be equal to the lesser amount;
   • The fee for Sprinters, vans and stretch limousines is $125.00 unless the charges for the entire trip with ancillary charges are added prices less, in that case, the late fee will be equal to the lesser amount.
   • For hourly reservations in the United States and Canada for any of the above vehicles, the fee incurred is equal to the base rate times the hourly minimum for the vehicle type.
   • For point-to-point transfers in all other countries outside the United States and Canada the fees will be equal to the base transfer rate on the reservation plus local VAT where applicable.
   • For hourly reservations in all other countries, the fee is equal to the base rate times the hourly minimum plus local VAT where applicable.

When placing the reservation, you are provided the base fare for the vehicle selected. Ancillary fees will not be available until the trip is completed.

In Manhattan, Elite’s proprietary SmartCab dispatch system guarantees a sedan in 15 minutes or less. In the outer boroughs, 30 minutes. Out-of-town response time depends on location.

Ancillary fees may include but are not limited to billable wait time, additional stops, service charges, fuel surcharges, tolls, gratuities, parking, inside Meet & Greet at airports, car seat requests, State or Local government surcharges and sales tax.

Depending upon your personal choice or upon the guideline set by your corporate account, you may select the amount of gratuity when entering the reservation.

As soon as a ride is billed, you will receive a notification on your Elite Mobile app. You can either access your past rides from the app or access the same by logging in to www.eliteny.com.

Yes. When placing the reservation, use the SPECIAL REQUEST function and select NO SUV.

Yes. When placing the reservation, use the SPECIAL REQUEST function on the Mobile App or Website, select PACKAGE and enter the recipient’s name, phone number, package weight and any special instructions.

Yes. When placing the reservation, use the SPECIAL REQUEST function on the Mobile App or Website to request either an Infant, Toddler, or Booster seat. Car seats are required by law. Elite does offer car seats, but they cannot be provided for on-demand service. The charge per car seat is $25.00. You also have the option of bringing your own car seat. When booking a reservation from the Elite app or Website, you can choose a car seat option by selecting the special request option.

Yes. When placing the reservation, use the SPECIAL REQUEST function on the Mobile App or Website, select GUARANTEED WAIT TIME, and check off the acknowledgment that the extra wait time is billable.

Yes. When placing the reservation, use the SPECIAL REQUEST function on the Mobile App or Website to make the request, but please remember may vary with time and location.

Yes. When placing the reservation, use the SPECIAL REQUEST function on the Mobile App or Website to notify that you are traveling with your pet. Type in any additional information for the driver.

Vehicle selection should be based on the number of passengers and a number of standard-size pieces of luggage. When choosing your vehicle, please consider that luggage is not permitted by NYC TLC regulations to be placed inside the passenger cabin. Executive Sedans accommodate 1–3 passengers and up to 3 standard-size luggage bags. Executive SUV accommodates 1–6 passengers and up to 6 standard-size luggage bags. Luxury Sedans: accommodate 1–3 passengers and up to 3 standard-size luggage bags.

Call 718-472-2000 for stretch limousines, vans or sprinters, mini-buses, or motor coaches. These vehicles generally require one business day advanced lead time, or more during peak Holiday periods.

The Elite Mobile App and Website provide 3 options:

1. One-way: Passengers are transferred from a pickup address to a final destination. And allows the option to make stops on the way.
2. Round Trip: This option specifies that the vehicle will make the pickup, proceed to a destination, wait for the passengers, and return to the original pickup location.
3. Hourly: You choose the number of hours you would like to keep the vehicle. The minimum is 2 hours for sedans and SUV’s.

When placing your reservation, you have four options:

1. 1. Select from RECENT addresses;
   2. A pre-established list of your FAVORITE locations;
   3. The CONTACT address for your corporate account;

or

1. Manually enter the address.