Frequently Asked Questions
Everything you need to know about our premium transportation services, booking procedures, and policies.
Pricing & Payment
Simply request a quote through our booking system with your specific route, vehicle type, and service requirements. Service includes professional chauffeur service, flight tracking, meet-and-greet, and all tolls. We provide transparent service with no surprise charges or hidden fees.
We offer transparent service for airport routes and point-to-point transportation. Hourly service applies for extended services, multi-stop trips, and extended wait times. All arrangements are confirmed upfront with no surprise charges.
We accept all major credit cards (Visa, MasterCard, American Express, Discover), corporate accounts with net payment terms, and cash payments. For corporate clients, we offer consolidated billing and detailed expense reporting to simplify your accounting processes.
Gratuity is not automatically included in our rates, allowing you the flexibility to tip based on service quality. However, many clients add 18-20% gratuity, which can be processed with your payment for convenience. Corporate accounts can include standard gratuity in their billing arrangements.
Booking & Reservations
We recommend booking at least 24 hours in advance to ensure vehicle availability and preferred scheduling. For peak travel times, holidays, or specialized vehicle requirements, 48-72 hours advance booking is preferred. Same-day bookings are often available but subject to availability.
Reservations can be modified up to 2 hours before pickup time at no charge. Cancellations made 4+ hours in advance incur no penalty. Cancellations 1-4 hours prior may incur a 50% charge, and cancellations less than 1 hour or no-shows are charged the full fare.
Yes, you'll receive email and text confirmations with complete trip details including driver name, vehicle information, contact numbers, and pickup instructions. We also provide real-time updates for any schedule changes and can coordinate with your travel itinerary.
Service & Operations
Absolutely. We monitor your flight in real-time and automatically adjust pickup timing for delays or early arrivals. This service is included at no extra charge for all airport transfers. You won't pay additional fees for reasonable flight delays, and we'll be ready when you land.
For airport pickups, we provide 60 minutes complimentary wait time for international flights and 30 minutes for domestic flights, starting from your scheduled landing time. For other pickups, we allow 15 minutes of complimentary wait time. Additional wait time is charged at hourly rates.
Our professional chauffeurs wait in the airport arrivals area with personalized signage displaying your name. They assist with luggage, provide escort to the vehicle, and ensure a smooth transition from terminal to transportation. This premium service is included with all our airport transfers.
Yes, all our chauffeurs are licensed professional drivers with clean driving records, background checks, and drug screenings. Our vehicles carry full commercial insurance with comprehensive commercial liability coverage. All drivers receive ongoing training in customer service and safe driving practices.
Our fleet includes executive sedans (Mercedes S-Class, BMW 7 Series), luxury SUVs (Cadillac Escalade, Lincoln Navigator), executive sprinter vans for groups up to 14 passengers, and mini coaches for larger parties. All vehicles are late-model, professionally maintained, and equipped with premium amenities.
Fleet & Vehicles
Yes, we offer wheelchair-accessible vehicles and can accommodate various mobility needs. Our accessible vehicles include ramps or lifts and securing systems for wheelchairs. Please specify accessibility requirements when booking so we can ensure appropriate vehicle assignment.
Our vehicles include complimentary WiFi, device charging capabilities, bottled water, climate control, premium sound systems, and privacy partitions in larger vehicles. Executive vehicles may include additional amenities like refreshment bars, entertainment systems, and premium seating configurations.
Luggage capacity varies by vehicle type. Executive sedans accommodate 2-3 large suitcases, luxury SUVs handle 4-6 large bags, and executive vans can accommodate luggage for up to 14 passengers. We're happy to recommend appropriate vehicles based on your specific luggage requirements.
Yes, we provide complimentary child safety seats including infant seats, convertible seats, and booster seats for children of all ages. Please specify the number and types of seats needed when booking. All seats meet current safety standards and are professionally installed.
Corporate Services
We can provide special refreshments, accommodate dietary restrictions, and arrange for specific amenities with advance notice. For longer trips or special occasions, we can coordinate with preferred vendors to ensure your specific requirements are met.
Yes, we provide corporate accounts with consolidated billing, detailed reporting, and flexible payment terms. Corporate clients receive dedicated account management, volume discounts, and priority booking privileges. We can integrate with your expense management systems and provide detailed trip reports.
Absolutely. We coordinate multi-vehicle logistics for large groups, corporate events, and special occasions. Our team manages timing, routing, and communication to ensure all passengers arrive together and on schedule. We can accommodate groups from 15 to 150+ passengers.
Coverage & Availability
Yes, we specialize in transportation for weddings, galas, corporate events, and VIP occasions. Services include event coordination, multiple pickup/drop-off locations, flexible scheduling, and special vehicle decorations when requested. We work closely with event planners to ensure seamless logistics.
We provide comprehensive coverage throughout the NYC metropolitan area including all five boroughs, Westchester County, northern New Jersey, southwestern Connecticut, and eastern Pennsylvania. We also accommodate longer-distance trips and can coordinate transportation to regional destinations.
Yes, we operate 24 hours a day, 7 days a week, 365 days a year. Our dispatch center is always staffed to handle bookings, modifications, and customer service. Whether you need early morning airport service or late-night transportation, we're available to serve you.
Safety & Reliability
We maintain operations during most weather conditions, though severe storms may require service modifications for safety. During winter weather, we use appropriate vehicles with winter tires and experienced drivers. We communicate any weather-related delays or changes promptly.
This is extremely rare due to our monitoring and dispatch systems. However, if any issue occurs, our 24/7 dispatch team immediately deploys a backup vehicle. We maintain contact throughout your trip and have contingency plans to ensure reliable service. Customer satisfaction and reliability are our top priorities.
Technology & Communication
Safety is our highest priority. All drivers undergo background checks and regular safety training. Vehicles are regularly maintained and inspected. We use GPS tracking for all trips, maintain 24/7 communication capabilities, and follow strict safety protocols. Our insurance coverage exceeds industry minimums.
Currently, bookings are handled through our website and phone system to ensure personalized service and accurate communication. Our online booking system is mobile-optimized and provides instant confirmations. We're developing enhanced digital services while maintaining our commitment to personalized, professional service.
You'll receive email and SMS confirmations with complete trip details. On travel day, we provide updates via your preferred communication method including driver contact information, vehicle details, and any schedule adjustments. Our dispatch team is available for real-time assistance.
Still Have Questions?
Our customer service team is available 24/7 to answer your questions and help you plan your transportation needs.
FAQ Authority & Customer Service Excellence
As NYC's most trusted transportation service, True North VIP provides comprehensive answers to every client question through proven experience across 30,000+ successful rides. Our FAQ expertise reflects deep industry knowledge, regulatory compliance mastery, and operational excellence refined through decades of premium transportation service.
Customer Service Excellence Since 2017
24/7 support availability, <4-hour average response time, and comprehensive answer database covering every transportation scenario from basic bookings to complex multi-stop itineraries.
Regulatory Knowledge Authority & Compliance Mastery
Deep expertise in professional transportation regulations, airport protocols, compliance requirements, and interstate transportation laws ensuring every answer reflects current legal and operational standards.