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    Frequently Asked Questions

    What types of vehicles does Carmel affiliate with?

    Carmel features a fleet of late model Lincoln MKS, Lincoln MKT, Toyota Avalon, as well as Lincoln Town Cars. We also feature: Chevrolet Suburban SUVs, stretch limousines, larger passenger vans, and minivans.

    How many people and how much luggage can fit into a sedan?

    Our sedans accommodate up to 4 passengers and up to 3 pieces of luggage (depending on size).

    Do you charge extra for luggage?

    There is NO charge for luggage as long as it all fits into the trunk. If any piece of luggage does not fit into the trunk of the car and must be placed inside the vehicle, there will be a $10 surcharge.

    What if I have more than 4 people, or more than 3 pieces of luggage?

    Our minivans are spacious and can easily accommodate up to 5 people with 5 pieces of luggage. If there are more than 5 people in your party, we can offer a large passenger van or a stretch limousine, which can accommodate up to 12 passengers(Lincoln stretch), or our Hummer stretch that accommodates up to 15 passengers (if there is no luggage).

    Do you have wheelchair accessible vehicles?

    Yes we do. Please call our reservation line to speak to one of our customer service representatives at (212) 666-6666 or (800) 9-CARMEL.

    I'm traveling with my pet. What kind of car can I reserve?

    If you are traveling with a pet, a minivan is required for your trip at the minivan rate.

    What about ADA (American Disabilities Act) compliance?

    Carmel is proud to be in full compliance with ADA and Visually Impaired Persons Acts.

    Do I have to bring a car seat for my child?

    If your child is under the age of 7, legally your child must be in a car seat. All passengers must provide their own car seats. Carmel does not provide car seats.

    Can my kids travel alone?

    An adult must accompany passengers under the age of 18 years. A driver reserves the right to ask for ID for proof of age.

    How much should I tip?

    Gratuities are at the discretion of the passenger. Exceptions include: charge account reservations.

    What are the Tolls to the Airports?

    Not every trip to/from the airports will result in a toll. If there is a toll to/from JFK or LGA that toll will likely be $8.00. Tolls to/from EWR (Newark Airport) will likely be $17.50. Tolls for roundtrip reservations are charged each way. The driver reserves the right to take the best route due to traffic/weather conditions.

    How can I validate my coupon or my discount online?

    When you make a reservation online and choose your form of payment, you will see various promotions available for you. If you choose the "Pay Now" option, you will have a "Digital Discount" (D.D.) or a "Web Discount" (W.D.) to choose from. In order to validate the D.D., you will have to fill in a reference number, which is printed on the discount. In order to validate the W.D., you will be required to provide a family or friend's name and email. In both cases, you will get credit when you are being charged, and there is no need to present anything to the driver. If you choose the "Pay Later" option, you will be able to validate printed coupons as well. You will be required to enter the coupon "code", after which you will be provided with a validation code. This validation code should be written on the coupon, which must be handed to the driver. When you pay in the car, all promotional discounts (credits) will be given by the driver at the payment process.

    What type of passenger vans does Carmel have?

    Whether you're having a corporate event, heading to a trade show, or even if you have a large family with a lot of luggage, reserve our minivans or large 12-passenger vans to take you anywhere you need to go. Tell us what you need and we will accommodate the request.

    I want to treat myself to a stretch limo. What does Carmel offer?

    Our stretch limousines are fully equipped with TVs, DVDs, and CD players. Proms, weddings, or any other special occasion are our specialty! We provide everything except the alcohol. Go online and take a tour on the "Our Affiliated Fleet" page in the "General Info" menu tab on this website.

    When I use a credit card, do I have to present the card to the driver?

    Yes. You MUST bring the card with you and present it to the driver for processing at the completion of the trip.

    Can I pay for someone else using my credit card?

    Yes. We offer a pre-paid option which can be used for third-party payment. When making your reservation, select "Pay Now" in the payment section and enter your credit card information. You will have an option to pre-pay "All Inclusive" for your guest.

    If I have 'stops' on the way to my destination, how much do they cost?

    Extra stops are calculated by our system and may vary based on a few factors. The main factors are the extra distance and extra time added to the trip due to the stop. Other factors include, the car class and trip pickup time. The stop "minimum" costs for a sedan are: $6 in Manhattan, $15 in the boroughs, and $20 for out-of-town trips. To add stops, please call our reservations line at (212) 666-6666 or (800) 9-CARMEL

    I have skis, snow boards, or golf clubs. What vehicle should I reserve?

    Our minivans accommodate up to 6 passengers with 4 pieces of luggage or 5 passengers with 5 pieces of luggage, and our SUVs accommodate 6 passengers with 6 pieces of luggage. If you are traveling with a surfboard, skis, or golf clubs, you can reserve a minivan, large passenger van, or SUV online, or call (212) 666-6666 or (800) 9-CARMEL.

    How will my credit card be charged?

    Credit cards can be charged when you make your reservation with our app, on the website, or with an agent on the phone. If you would like to pay by credit card in the car, please present your credit card to the driver at the drop off time. The driver will swipe your card and will allow you to enter a tip. Once you have totaled the amount and signed on the screen that amount will be charged to your credit card. You will then be able to get your receipt via email or text. Please note that in unique cases where the driver will have to use a paper receipt, it may take couple of days for your payment to be processed. As a result, your credit card statement may reflect a different billing date than the trip date.

    How do I get a receipt if I forgot to ask for one?

    If you don't have a receipt and need one for billing purposes, please go to the "Customer Care" tab on our website (www.carmellimo.com) to print a receipt immediately. If you don't have internet access, you can call our Customer Service Voice Mail at (212) 662-9807. Please provide the following information: Name, Date, Pickup Location, and Destination, along with the total trip amount you paid to the driver. Customer Service will either fax or mail your receipt to your address.

    What if I lost something in a Carmel car?

    Carmel has a Lost and Found Department. Carmel is not liable for lost items left behind in any vehicle by a passenger, but we do have a Lost and Found inquiry procedure and we will do whatever we can to help you find your lost item. If you believe that you have left an item in a Carmel affiliated vehicle, please call us at (212) 666-6666 or (800) 9-CARMEL and speak with a dispatcher. If the driver finds your item and can bring it to you, there will be a minimum surcharge of $20 to be given to the driver at the time of delivery. If the driver is not able to immediately deliver your lost item to you, you can go to our website at www.carmellimo.com, or leave a message for our Customer Service at (212) 662-9807. Please provide your name, contact number, reservation telephone number, and date of trip, along with a brief description of the item. Please not that it may take 2-3 business days for the Lost and Found Department to retrieve your item (if it is found). If and when your item has been received from the driver, our Lost and Found agent will contact you and provide you with options of how you can pick up or receive your item. Please note: Our Lost and Found Department is open Monday - Friday between 9:00 AM and 5:00 PM. It is closed on weekends.

    What if I'm running late for my pickup? Do you penalize the customers?

    Carmel provides a grace period of 15 minutes after the pickup time free of charge. However, if you are more than 15 minutes late for the pickup, Carmel will charge for the entire period from the scheduled pickup time to the actual pickup time. (Example 1: If the pickup time is for 10:00 AM and the passenger arrives at 10:15 AM, no waiting time will be charged. Example 2: If the pickup time is for 10:00 AM and the passenger arrives at 10:20 AM, the waiting time charge will be for 20 minutes.) Waiting time is charged based on a pro-rated hourly rate depending on the car class.