Cancellations, No shows and Change
Cancellation Policy
No Shows
Change Policy
Garage-to-Garage Calculations
Garage-to-garage charges are calculated by applying the applicable hourly rate from the time the chauffeur departs the garage to begin service until the chauffeur concludes service and returns to the garage. The minimum number of billable hours appears in the estimate. However, in some cases, the actual billable hours may exceed the minimum.
Wait Time-Stop Time
Airport Transfer
Private Airport or FBO Arrivals
We do not provide a grace period, as our chauffeur will be on site 30 minutes prior to the pickup time.
Plane Diversion Policy
Kenelo cannot be held liable for extra charges incurred due to flight diversions. If a diversion occurs, please try to contact our 24-hour Dispatch Department at 800.361.2574 at your earliest opportunity once the flight has landed to let us know if you wish your vehicle to wait at your destination or be released. We will also attempt to make contact with the passenger or the person who made the reservation to obtain instructions. If no contact is possible, the chauffeur will wait until the flight arrives, and we will charge accordingly, including any wait time. In the event that the chauffeur is already at the airport when the flight is diverted and he/she is eventually released by the passenger, the charge will be the rate from the airport to our base plus waiting time, tolls, and parking fees where applicable.
Extra Stops
Point-to-Point Transfer
A fifteen (15) minute grace period is allowed on pickups other than at an airport. After the grace period, waiting time charges will apply. Waiting time charges are accrued in quarter hour increments, based on the vehicle’s hourly rate.
Surface Transportation Charge (STC)
STC is a surcharge based upon various overhead expense items, some of which may not relate to the specific trip. The STC is always calculated as a flat percentage of the base rate.
Fuel Surcharge
For sedan, limousine, and SUV services in the United States, the fuel surcharge is calculated based on the Energy Information Agency's (EIA's) published fuel pricing forecasts. Quoted amount may differ from billed amount, based on forecast in effect when services are provided.
Early Morning Surcharge
Trips that are scheduled for pickup between 11:30pm and 5:45am incur an additional $20.00 flat fee that goes entirely to the chauffeur.
Holiday Surcharge
Trips on the holidays listed below incur an additional $20.00 flat fee that goes entirely to the chauffeur:
All rates are subject to change without notice.