FAQ

• Arriving at the Airport: Meet and Greet Service

  If you booked your reservation with meet and greet service, upon arriving at airport, make your way to your airline’s baggage claim. Your driver will be waiting for you near the entrance to the baggage claim with a small sign with your name on it. Your driver will assist you with your luggage and escort you to your waiting vehicle. If you do not see your driver please contact our customer service department through our online chat service or by calling 1-800-991-7433. Our customer service line is only available Monday-Friday from 6am-10pm.

• Arriving at the Airport: Curbside Pickup

  If you booked your reservation with curbside pickup, upon arriving at airport, first make your way to your airline’s baggage claim and collect any luggage you are traveling with. Please check your cell phone and any text or voice messages. Most likely your driver will have attempted to call you to coordinate where and when exactly to pick you up. If you are not able to reach your driver please contact our customer service department by calling 1-800-991-7433. Our customer service line is only available Monday-Friday from 6am-10pm.

• Arriving at the Cruise Ship or Catalina Express Terminal

  Due to the uncertainty of ship disembarking times, please contact our customer service department through our online chat service or by calling 1-800-991-7433 once you know when you will be getting off the ship. A GoSedan agent will assist you with instructions on where to find your driver & vehicle.

• How many bags can I bring?

  Shared Ride – 2 bags + 1 carry-on per customer

  Direct Non-Stop – 3 bags total + 1 carry-on per customer

  Executive Sedan – 4 bags total + 1 carry-on per customer

  Luxury SUV – 5 bags total + 1 carry-on per customer

  Private Van – 10 bags total + 1 carry-on per customer

  *Carry on luggage must fit in customer’s lap (example: purse, small backpack, camera bag, or briefcase). *All baggage transported must be of durable material and quality to withstand the handling, piling or stacking incidental to its transportation. *Large crates and/or trunks will not be accepted as baggage and will not be transported. *Wheelchairs, walkers, crutches and any other medical aid sufficiently small enough to be transported in the vehicle will be accepted as baggage. *Pets will be accepted only when being transported in a pet carrier. *No single piece of baggage will be accepted if it’s overall dimension exceeds sixty-two (62) inches or weight exceeds 60 pounds. *Surfboards require a Private van. Body-boards, etc. that are four (4) feet in length or less can be taken if it will fit in the trunk. *Snow skis will require a Private van. *Golf bags are counted as two pieces of luggage.

• Lost Luggage

  GoSedan will not be liable for lost baggage since baggage is never removed from the passenger’s presence. A passenger’s baggage remains, at all times, the responsibility of the passenger. If you believe that you left something on board, contact our customer service department through our online chat service or call 1-800-991-7433 as soon as possible. Our customer service line is only available Monday-Friday from 6am-10pm. In the event the driver is negligent in the handling of a passenger’s baggage, the loss or damage for which GoSedan is liable shall be computed on the basis of the value of the baggage at the time and place of transport, in which case the maximum baggage liability is limited to $250.00 per bag. GoSedan assumes no responsibility for fragile or perishable articles. GoSedan shall not be responsible for returning a property to a passenger. However, upon request, GoSedan will ship or mail the passenger’s item via a prepaid shipping order.

• Traveling with Children

  No child under the age of 18 may ride without being accompanied by a parent or guardian. If your child is under the minimum age/height standards set by the state of California, you are required to supply an approved car seat for each child that the law applies to. It is the responsibility of the parent or guardian traveling with the child to make sure that the child is in compliance with the California Child Passenger Restraint Requirements. Also note that GoSedan does not provide child restraint seats, so please arrange accommodations with your airline or cruise line in the event that you will need to travel with it. Requirements Effective January 1, 2012 (California Vehicle Code SB 929, Evans) California’s Child Passenger Safety Seat law requires children to ride in either a car seat or booster seat until the age of eight, or until they reach a height of 4 feet 9 inches. This law also requires children who do not meet the age or height requirement to ride in the rear seat of a vehicle unless the vehicle has no back seats, the restraint system cannot be properly installed or the rear seats are already occupied by children under age eight. However, the law still maintains that a child may not ride in the front seat of a vehicle with an active passenger airbag if they are under one year of age, less than 20 pounds, or riding in a rear-facing child safety seat.

• Customer Service

  GoSedan’s Customer Service is available to resolve any issues involving payments or refunds, lost articles and service quality. The fastest way to reach Customer Service is through our online chat service. You can also dial 1-800-991-7433. Our customer service line is only available Monday-Friday from 6am-10pm. GoSedan will not be responsible for delays caused by accidents, breakdowns, road detours, weather or traffic conditions and/or any unforeseen conditions beyond the control of the company or driver. At all times, the liability of GoSedan shall not exceed the cost of the fare paid by the passenger. GoSedan will not guarantee to arrive or depart from any point at a specific time, but it will endeavor to maintain the departure times as close as possible to those arranged in reservation and arrival times. In the event that a flight is missed due to GoSedan or driver negligence, GoSedan will reimburse the passenger the actual cost of changing their flight, up to Two Hundred and Fifty Dollars ($250). GoSedan reserves the right to refuse to transport persons under the influence of drugs or alcohol or those whose conduct is likely to make them objectionable to other passengers or prospective passengers.

• Cancellation Policy

  We understand that circumstances may arise which may change your travel plans. Please keep in mind that there is a credit card processing fee charged to us for all transactions whether or not the reservation gets canceled.

  1. Customers who cancel more than 6 hours from the Pick-up time will be charged a non-refundable processing fee of $5 per reservation/leg to cover the credit card processing cost.

  2. In another case, Customers who cancel less than 6 hours of the Pick-up time will be charged the full amount of the Total Fare.

  3. In cases where your reservations is set to a “No-Show”, any refund will not be eligible.

  4. Due to the recent COVID-19 crisis, eligible refunds could temporarily take up to 45-60 days to process upon cancellation.

  Please avoid canceling reservations less than 6 hours before the pickup time. Our driver partners have committed to servicing your reservation and have arranged their day to provide you with great on-time service.