Frequently Asked Questions (FAQ)

Very Important: cancellations can only be made between the hours of 8am and 8pm CST. You can make the cancelation via call, text or email. Until you receive a confirmation from us, the cancellation has not been processed. I do my best to have someone in the office 7 days a week during business hours but there can be breaks in office coverage. For shorter notifications, 4 – 8 hours, please call and talk with someone to be sure the driver has not been sent your way. Any un-used portion of your ride that has been canceled with 4 hours or more prior to your scheduled pickup date & time is *100% refundable. Please keep in mind, I am charged 4% for any cancelation by my credit card processing company so I only allow for 1 free cancelation. All other cancelations done within the allowable time frame would be subject to a 4% fee. If we are on our way, have arrived, or if your cancellation notice came in after hours there is no refund. If there are more than 5 riders or your pickup location is more than 2 hours from the MSP airport, the cancellation time frame moves up to a 24 hour notice.

*Because this policy has been abused by a few people, I have to change it slightly. Any qualifying cancelation is only offered one time. Any subsequent qualifying cancelation will be refunded at 96%. I have to keep 4% because this is what my credit card merchant service charges me.

Citywide will pick you up at just about any address within 300 miles of the MSP airport. You will receive a text from your driver no less than 60 minutes prior to picking you up. You will be notified by the driver that your flight has been checked for delays. We will also give an estimated time of arrival (ETA). Communication with the driver is essential and if you prefer a call instead of a text, please let us know.

Citywide will monitor the status of your flight and be at the airport when your plane arrives.  We will drive you directly to your home, office or hotel. No more getting off a 4 hour plane ride only to sit in a van with 14 people you don’t know, shoulder to shoulder for the next 2 plus hours with a bunch of people you don’t know and may be sick.

With or without checked bags, head to the baggage carousels with everyone else.  Once you get to the carousel area and you have your bags, walk to the nearest exterior door. All doors are marked with a number. Let the driver know which door number you will be exiting. We will pull right up to that door with our 4-way flashers on. The driver will also have already texted you a picture of the car with the license plate number so you will know what to look for.

Citywide will monitor your flight from the time you take off until the time you pull up to the gate. If your flight has been delayed we will have a driver at the airport when you land. If your ride ends up conflicting with a previously scheduled ride due to your flight delay, we will 1st attempt to have a backup driver take either your ride or the ride after yours. We try to have a backup driver for every ride but in the very rare circumstance that there is not an available driver, you may have to wait until the driver can return to pick you up. Having you wait has only happened a few times over the years and never has the wait been more than an hour.

All Minneapolis to Rochester rides receive an email the day before your ride with pickup times to be verified. This email is critical and if you don’t receive it, contact us to be sure nothing went wrong with the reservation. Odds are that the email somehow ended up stuck in our out box or in your spam folder.

If you have a second stop you wish to add, there would be an additional $10.00 fee per stop. The stops must be within the same general area or along the route. If the stops are more than 5 minutes out of the way, please let us know so I can adjust the time and price if needed.

Children count in the over all passenger total but pets do not and they ride free! We charge $10.00 per car or booster seat rental. If you choose to supply your own booster/car seats there would be no extra charge. If needed, we will hold on to it free of charge if you have a return ride with us.

We drive 24/7 but we only answer the phones from 8am to 8pm Monday-Sunday.

If the MSP airport is not a pickup or drop off site then be sure to fill out the form at the bottom of this (and every page) webpage. Give the details of what you are looking for and someone will normally respond within 30 minutes or less. Most responses come within minutes of submitting the form if submitted within our office hours of 8am and 8pm Monday – Sunday.

Bottled Water (Free if requested in advance)
Coffee or Tea ($3.00 per cup if ordered in advance)
Soda or flavored water ($2.00 per bottle if ordered in advance)

Pets are welcome at no additional charge.  You do not have to cage or restrain them but you are responsible for any liability and / or cleanup chargess This includs loss of revenue if I have to take the car down for professional cleaning.

If you book your ride and a weather event such as a snow or ice storm is forecast, there will be up to a 60% surcharge.  This is to off-set the additional travel time expected. Rides paid for in advance before any known storms, are NOT subject to this surcharge

In an effort to have drivers available for holidays, all rides are subject to a 20% surcharge to the holidays listed here.