Frequently Asked Questions

You can request a quote through our website at borderlimo.com, by calling 1-855-552-5559, by emailing reservations@borderlimo.com, or via live chat. Online quote requests receive a callback within 15 minutes during business hours (Mon–Sun, 6 AM – midnight ET); phone bookings are confirmed on the call.

For airport transfers and standard point-to-point trips, 24-48 hours of advance notice is usually sufficient. For weddings, proms, large events, and peak periods (holiday weekends, New Year's Eve, prom season), we recommend booking 2-4 weeks in advance to guarantee your preferred vehicle. That said, we do accommodate last-minute and same-day requests whenever possible — just call our reservation line.

Absolutely. A significant number of our bookings are made by executive assistants, travel coordinators, event planners, and family members on behalf of the actual passenger. Simply provide the passenger's name and mobile phone number during booking so our chauffeur can reach them directly on the day of the trip.

After you submit a quote request online, a reservation specialist calls you back within 15 minutes (during business hours) to review your trip, give you a flat-rate quote, and confirm availability. Once you accept the quote, you receive a written confirmation by email and SMS containing your booking reference number, trip summary, vehicle type, and fare.

Yes. You can modify the pickup time, pickup address, drop-off address, number of passengers, or vehicle type at any time. Modifications requested more than 24 hours before the trip are free of charge. Changes within 24 hours are accommodated whenever possible and may result in a fare adjustment depending on the nature of the change.

Cancellations made more than 24 hours before the scheduled pickup receive a full refund with no cancellation fee. Cancellations made 12-24 hours before pickup incur a 50% fee. Cancellations within 12 hours of pickup are non-refundable. Wedding and event bookings follow a separate cancellation timeline detailed in the event contract.

Yes. Round-trip bookings are common for airport transfers, city-to-city travel, and event transportation. You can book both legs as a single reservation, and we often offer a modest discount on round-trip packages. Specify both the outbound and return details during booking.

Yes. Many of our corporate clients and regular travellers set up recurring bookings — for example, a weekly airport transfer every Monday morning or daily office-to-meeting shuttles. We manage these as standing reservations with the flexibility to pause or modify individual trips as needed. Contact our corporate team to set this up.

For airport transfers and city-to-city trips, pricing is flat-rate and based on the route distance, vehicle type, and pickup/drop-off locations. For hourly bookings, we charge an hourly rate with a minimum booking period. Your exact fare is calculated and presented for approval before you confirm the reservation — there are no surprises.

Our quoted prices include the vehicle, professional chauffeur, fuel, flight monitoring (for airport trips), standard wait time, and all applicable taxes (HST/GST). The only potential additions are gratuity (at your discretion), highway tolls (e.g., Highway 407), and any extra stops or excess wait time beyond the included allowance — all of which are disclosed before you book.

No. Our flat-rate pricing applies around the clock, including early mornings, late nights, weekends, and statutory holidays. A 5 a.m. airport pickup costs the same as a midday transfer.

We accept Visa, Mastercard, American Express, and debit (for in-person payments). Corporate accounts with approved credit can be set up for monthly invoicing. For large event bookings, we also accept electronic fund transfers (EFT) and certified cheques.

For standard transfers and hourly bookings, your credit card is held on file as a guarantee and charged upon completion of the trip. For weddings, events, and large multi-vehicle bookings, a 50% deposit is required at the time of confirmation, with the remaining balance due on the day of the event.

Yes. We offer volume-based pricing for corporate accounts, multi-vehicle event packages, and clients who book regularly. Contact our team to discuss pricing that reflects your usage level.

Our fleet includes Executive Sedans (Lincoln MKT, Mercedes E-Class), Premium Sedans (Mercedes S-Class, BMW 7 Series), Standard SUVs (Chevrolet Suburban), Premium SUVs (Cadillac Escalade ESV), Stretch Limousines, Stretch SUV Limousines, Mercedes Sprinter Vans, Party Buses, and Mini Coaches. Capacity ranges from 1 passenger to 50 passengers depending on the vehicle.

You can absolutely request a specific make, model, or colour. We will do our best to accommodate your preference based on availability. If your first choice is not available, we will offer the closest alternative in the same vehicle category and confirm your approval before proceeding.

Every vehicle is professionally detailed before each client trip — interior and exterior. Mechanical inspections follow a strict schedule that exceeds provincial safety requirements. Vehicles are replaced on a regular cycle to ensure our fleet remains late-model with current safety technology.

Yes. All vehicles are strictly non-smoking at all times. This policy covers cigarettes, vaporizers, cannabis, and any other substance. The policy is clearly communicated to all clients and enforced to maintain a fresh, clean interior for every passenger.

Yes. Complimentary Wi-Fi and USB charging ports are standard in all vehicles across our fleet. Premium vehicles also offer wireless charging pads. Bottled water is included in every vehicle as well.

We provide service to and from more than 30 Canadian airports, including Toronto Pearson (YYZ), Billy Bishop (YTZ), Montreal-Trudeau (YUL), Vancouver (YVR), Calgary (YYC), Ottawa (YOW), Edmonton (YEG), Winnipeg (YWG), Halifax (YHZ), Quebec City (YQB), and many regional airports. If your airport is not listed on our website, call us — we likely serve it.

Yes. For all airport pickups, we monitor your flight in real time using live flight data. If your flight arrives early, we adjust your chauffeur's schedule accordingly. If your flight is delayed — even by several hours — your driver will be there when you land. There is no additional charge for flight-related delays.

For domestic arrivals at most major airports, your chauffeur will be waiting in the arrivals hall holding a name sign. For international arrivals, the meet point is just outside the customs exit. Exact meeting instructions are included in your booking confirmation and the chauffeur will send a text message with their precise location as you land.

Your chauffeur will wait. If your luggage situation requires an extended stay at the airport, we will accommodate the extra time. In extreme cases where you need to return to the airport later to collect luggage, we can arrange a separate trip at a discounted rate.

For domestic flights, 30 minutes of complimentary wait time begins when the plane lands (not when you clear baggage). For international flights, 60 minutes of wait time is included to account for customs and immigration processing. If additional wait time is needed, it is billed at a modest per-minute rate that is disclosed in your booking confirmation.

Yes. For airport drop-offs, your chauffeur will pull up to the departures terminal entrance, assist with your luggage, and ensure you are comfortably on your way. For airports with specific commercial vehicle regulations, your chauffeur will follow the designated pickup protocol and communicate the exact meeting point via text.

We cover intercity routes across all of Canada. The most popular include Toronto to Montreal, Toronto to Ottawa, Toronto to Niagara Falls, Montreal to Quebec City, Montreal to Ottawa, Calgary to Banff, Calgary to Edmonton, Vancouver to Whistler, and many more. If your route involves two Canadian cities, we can almost certainly provide service — just request a quote.

City-to-city trips are priced as a flat rate based on the origin, destination, and vehicle type. The rate is confirmed at the time of booking and does not change regardless of traffic, weather, or travel time. Your fare covers the full door-to-door journey, including one rest stop for trips exceeding 2.5 hours.

Yes. You can add planned stops to your intercity booking — for example, a coffee break, a restaurant stop, or a secondary pickup along the route. One rest/bathroom stop is included on longer trips. Additional planned stops can be added for a small per-stop fee disclosed at booking and should be noted in advance so we can account for the extra time.

Travel times vary by route and conditions. As a general guide: Toronto to Niagara Falls is approximately 1.5 hours, Toronto to Ottawa is about 4.5 hours, Toronto to Montreal is roughly 5.5 hours, Montreal to Quebec City is about 3 hours, and Calgary to Banff is approximately 1.5 hours. Your chauffeur will choose the optimal route and keep you informed of any conditions that may affect timing.

Yes. Our city-to-city service operates 24/7, including weekends and holidays, at the same flat rate. Early-morning departures and late-night arrivals are common and carry no surcharge.

We offer customized wedding packages built around your specific timeline and vehicle preferences. Popular options include a single stretch limousine for the wedding party (5-hour package), a Premium SUV for the couple paired with a Sprinter Van for the bridal party, or a full fleet package combining multiple vehicles for different stages of the day. Every wedding package includes complimentary vehicle decoration (ribbons and signage), a champagne toast setup, and a red-carpet rollout.

Of course. We encourage wedding couples to schedule a fleet viewing at our Toronto facility. You can see the vehicles in person, sit inside, take photos for your planning, and discuss decoration options with our events team. Viewings are by appointment — call or email events@borderlimo.com to schedule.

We recommend booking your wedding transportation 2-6 months in advance, especially for peak wedding season (May through October) and popular dates like long weekends. This ensures you secure your preferred vehicle and gives our events team time to coordinate every detail with your wedding planner.

Yes. Prom packages are one of our most popular seasonal offerings. We offer stretch limousines (4-5 hour packages), party buses (5-hour packages), and stretch SUV limousines for larger groups. All prom bookings include a professional, safety-conscious chauffeur, and parents are welcome to meet the driver and inspect the vehicle before departure.

Absolutely. Beyond weddings and proms, we provide transportation for corporate galas, award ceremonies, concert outings, sporting events, wine tours, holiday parties, stag and doe parties, birthday celebrations, and funeral services. If your event involves getting a group of people from one place to another in comfort and style, we can help.

Yes. Every Border Limousine chauffeur holds a valid provincial driver's licence with the appropriate commercial endorsements. All drivers are commercially insured, background-checked through accredited screening agencies, and trained in defensive driving, first aid, and customer service. Background checks are renewed annually.

Safety is our top operational priority. All vehicles undergo regular mechanical inspections that exceed provincial requirements. Vehicles are equipped with first-aid kits and fire extinguishers. Chauffeurs follow strict rest protocols to prevent fatigued driving. Our dispatch team monitors every active trip and can intervene or dispatch assistance at any time. We carry comprehensive commercial liability insurance covering all passengers and third parties.

Yes. We offer rear-facing infant seats, forward-facing child seats, and booster seats at no additional charge. Please indicate the need for a car seat — and the child's age and weight — at the time of booking so we can have the appropriate seat installed and ready.

Alcohol consumption is permitted in our stretch limousines, stretch SUV limousines, party buses, and Sprinter vans in accordance with provincial regulations. Passengers must be of legal drinking age. Open alcohol is not permitted in sedan and SUV vehicles as per provincial highway traffic laws. Our chauffeurs reserve the right to decline service to any passenger whose behaviour compromises the safety or comfort of others.

In the rare event of a mechanical issue, our dispatch team is notified immediately and a replacement vehicle is deployed as quickly as possible. In major metropolitan areas, backup vehicles can typically arrive within 30-45 minutes. Your fare is not affected by the delay, and depending on the circumstances, a partial credit or complimentary future ride may be offered. We maintain a fleet redundancy plan specifically for this purpose.