When you invest in a transportation service, you invest in more than just a ride. You’re investing in communication, customer service and a variety of intangibles (like reliability, dependability & safety) with the one goal of going from and getting to where you need to be, when you need to be there. Being a New York City-based service, we understand that complications arise, plans change, and that you have to adapt to unpredictable scenarios.
If you haven’t ridden on a shared ride shuttle before–or even if you have, but you haven’t experienced Manhattan traffic yet!–being armed with information can help ensure you get where you need to be, on time and on budget. Check out these tips for making your Go Airlink experience smooth:
Preparing for Your Go Airlink Trip
Planning your trip is an important part of the process. Build in the following planning tools and expectations to allow for the right amount of time to get you to your destination.
Book your trip by website or phone.
Visit our website or call us directly at +1-212-812-9000 to book your trip.
Use your Sightseeing Pass for your return trip.
If you have a Sightseeing Pass, you may use it for your return trip from any hotel in Manhattan to EWR, LGA or JFK. Do note that you must have a valid attraction available to use in order to redeem your SSP.
Be prepared for an arrival window of 15 to 20 minutes.
On average, you can expect to be picked up within 15-20 minutes of the time that was confirmed to you upon booking. The additional time accounts for any obstacles that may arise, including weather and traffic. Do note that we are occasionally impacted by extreme cases of weather and traffic that can extend this window, but we aim to maintain a flow of communication that will keep you updated with any interruptions.
Have the proper materials accessible when you’re ready to board the shuttle.
What do you need to board? This will depend on how you booked your ride. If you used a third party to complete your booking, please follow the instructions provided to you by that specific vendor. If you ordered directly on our website, there is no need to print your voucher; just show your driver your online confirmation code.
Be sure you are within luggage limits.
Generally speaking, our luggage policy reflects that of the airlines. We allow for 1 suitcase and 1 carry on per person. If you have additional luggage, please call us directly prior to your trip and we will do our best to accommodate you.
Know Who to Contact if Your Plans Change
We understand travel plans change, whether that’s because of delays, weather or your own personal change of itinerary. Keep this list handy so you can get in touch with the right people at the right time.
For flight changes or cancellations:
Please call our team to notify our customer service representatives who can then note the change in your reservation and alert our logistics team. Our phone reservation agents are available 24 hours a day, 7 days a week. The best number to contact is: +1-212-812-9000. Please note that phone is the best option for getting in touch with us for time sensitive issues. Our social media inboxes are not monitored 24×7.
To request a last-minute ride:
If you are in need of a ride as soon as possible, you should arrange a trip by booking online. You can also follow up via phone, email or contact form, though booking online is the quickest way to get your information into our system.
Reach out by phone, website or email – not social media – for the fastest response.
While we do monitor our social media channels regularly, the best & quickest way to get in touch with a customer service agent is via the live chat on our website, by phone at +1-212-812-9000 or through our contact form. Our phone agents are available 24 hours a day, 7 days a week.
Fulfilling Pricing-Related Inquiries
The best way to get a quote is through our online booking system, but we understand that special needs arise from time to time.
To get a specific price quote for a group or special request:
If you need a price quote or have specific pricing questions, visit our website and complete the ‘Reserve Your Seat Now’ fields on our homepage. If you’re seeking pricing for a group or to accommodate a special request, email your inquiry with details through our contact form.
To request a refund:
Please send the following information through our contact form: full name on the reservation, booking / confirmation number, date of service, pickup & drop off locations, and any other pertinent details regarding your trip and the reason for your request.
Most other questions can be answered by our fantastic customer service team.
Report a question or concern about a ride you’re taking or have already taken.
If you’re experiencing an issue with your trip or your driver, please call us or reach out via our contact form with the following details: your full name, reservation booking number, date of service, pickup & drop off locations, and the van number if you have it. This will enable us to investigate your ride more efficiently, and supply you with a resolution as quickly as possible.
Technical difficulties with booking through the website or reaching us by phone.
If you are having any trouble booking on our website or getting in touch via phone, please message your inquiry and details through our online contact form.
If you have additional questions that haven’t been directly addressed here, please visit our FAQ page. We think you’ll find the answers you need but, if not, we encourage you to write a comment, call us or email us so that we can ensure that your Go Airlink experience is as smooth and enjoyable as possible.