FAQ
GENERAL QUESTIONS
What services do you provide?
We provide airport transfers, corporate transportation, hourly chauffeur service, point-to-point rides, special-event transportation, and transportation for families and private groups.
Where do you provide service?
We serve Irvington and surrounding New Jersey communities, along with regional airports, hotels, offices, venues, and select destinations in the New York metropolitan area. Contact us to confirm availability for your route.
How do I book a ride?
You may submit a reservation request through our website or contact us directly at [PHONE] or [EMAIL]. Please include your date, pickup time, pickup address, destination, passenger count, and any special requirements.
Is submitting a form the same as confirming a reservation?
No. A reservation is confirmed only after you receive confirmation from Fenn Black Car Service. Submitting a form or requesting a quote does not automatically guarantee availability.
How far in advance should I book?
Advance booking is recommended, particularly for airport transportation, weekends, holidays, group travel, and special events. Same-day requests may be accepted when a vehicle and chauffeur are available.
AIRPORT TRANSPORTATION
What information do you need for an airport pickup?
Please provide the passenger’s name, mobile number, airline, flight number, arrival date, estimated arrival time, airport, terminal if known, destination, passenger count, and estimated luggage.
What happens if my flight is delayed?
Provide accurate flight information when booking. When operationally possible, we may use available flight information to help coordinate the pickup. Passengers should also contact us if their itinerary changes significantly.
Where will I meet my chauffeur?
Pickup instructions depend on the airport and selected service arrangement. Your confirmation may include a designated terminal area, curbside location, meeting point, or instructions to contact the chauffeur after collecting your luggage.
Do you offer meet-and-greet service?
Meet-and-greet service may be available by advance request and may involve an additional charge. Availability and meeting instructions will be included in your confirmation.
How much luggage can I bring?
Luggage capacity depends on the selected vehicle and number of passengers. Please provide an accurate luggage estimate when booking so we can recommend an appropriate vehicle.
VEHICLES AND PASSENGERS
What types of vehicles are available?
Pricing may depend on the service type, route, duration, vehicle category, passenger count, pickup time, waiting time, tolls, parking, airport fees, additional stops, and special requests.
Your quote or confirmation will explain the charges included in your reservation.
Can I request a specific vehicle?
You may request a vehicle category. A specific make, model, year, or exterior color is not guaranteed unless expressly confirmed in writing.
Do you provide child safety seats?
Child seats may be available only by advance request. Please provide the child’s age, approximate weight, and the type of seat requested. Availability must be confirmed before the trip.
Parents and guardians remain responsible for confirming that the requested seat is appropriate for the child.
Can you accommodate passengers with accessibility requirements?
Please contact us before booking and describe the assistance or vehicle accommodation required. We will confirm whether an appropriate option is available for the requested trip.
Are pets allowed?
Service animals are accommodated as required by applicable law. Other animals may be accepted with advance approval and must be appropriately secured. Cleaning charges may apply when additional cleaning is required.
PRICING AND PAYMENT
How is pricing calculated?
The fleet may include executive sedans, luxury SUVs, and larger group vehicles. Vehicle availability varies by reservation date, passenger count, luggage requirements, and destination.
What payment methods do you accept?
Accepted payment methods will be listed during booking or on your confirmation. A valid payment method may be required to reserve service.
Is gratuity included?
Gratuity may or may not be included depending on the quoted service. Review your confirmation or contact us for clarification before the trip.
Are tolls and parking included?
Tolls, parking fees, airport charges, and similar trip-related expenses may be included in the quote or added to the final charge. Your confirmation should identify how these expenses are handled.
CHANGES AND CANCELLATIONS
Can I change my reservation?
Changes may be requested by contacting us as early as possible. Changes to the pickup time, route, destination, stops, passenger count, or vehicle requirements are subject to availability and may affect the price.
What is your cancellation policy?
The cancellation deadline and any applicable charge depend on the service type and reservation details. The policy that applies to your trip should be included in your quote or confirmation.
What happens if I am late for pickup?
A waiting period may be included with certain services. Additional waiting-time charges may apply after that period. Contact the chauffeur or our office as soon as possible if you expect a delay.
What is considered a no-show?
A reservation may be treated as a no-show when the passenger cannot be located or contacted after the applicable waiting period. The full reservation charge or another stated fee may apply.
DURING THE RIDE
Can I add an extra stop?
Additional stops may be accommodated when time and routing allow. Please request stops in advance whenever possible. Added stops may result in additional charges.
Is smoking permitted?
No. Smoking and vaping are not permitted in our vehicles.
Can passengers bring alcohol?
Alcohol policies depend on the vehicle, passenger ages, service type, and applicable laws. Alcohol may not be consumed unless expressly approved and legally permitted.
What should I do if I leave something in the vehicle?
Contact us promptly at [PHONE] or [EMAIL]. We will make a reasonable effort to locate the item, but we cannot guarantee recovery. Delivery or shipping costs may apply when an item is returned.