Below is a list of questions frequently asked:
What is your cancellation policy?
Very Important:
Cancellation requests can only be made between 8am and 8pm CST. You can cancel via call, text, or email. Until you receive a confirmation from us, the cancellation has not been processed. For short-notice changes (4–8 hours before pickup), please call and speak with someone to ensure the driver has not been dispatched.
Cancellation requests can only be made between 8am and 8pm CST. You can cancel via call, text, or email. Until you receive a confirmation from us, the cancellation has not been processed. For short-notice changes (4–8 hours before pickup), please call and speak with someone to ensure the driver has not been dispatched.
Our merchant services provider charges a 4% fee for all cancellations (no exceptions). As long as a driver has not been dispatched (either to pick up a vehicle or on the way to you), we charge a 4% cancellation fee on the portion you cancel. For example, if you paid $100 and cancel, you would receive $96.00 back.
If the driver has been dispatched, refunds are not allowed.
Home, Office, Hotel or Other Location Pickups
Citywide will pick you up at most addresses within 300 miles of MSP. You will receive a text from your driver at least 60 minutes prior to pickup. We will verify your flight status (if applicable) and provide an ETA. If you prefer a phone call instead of a text, please let us know.
Do you keep or store my credit card information?
There are two ways to pay and both use credit cards. We do not accept cash or checks for ride service.
You can call your card into the office and we will process it from our end. Once the purchase is successful, we delete the first 12 digits, retaining only the last 4 for reference. We do not store full card numbers—digitally or on paper.
You can also use our online portals:
citywidemsp.com/payments or
citywidemsp.com/tips.
If you use either portal, we only have access to the last 4 digits of your card number and your name.
Are you a group ride service or a private ride service?
We are a private ride car service—like a limo service without the stretch. We offer Basic Car, Black Car, and Large Passenger Vans focused solely on your party. Our pricing is higher than shared shuttles but lower than traditional limousines.
MSP Airport Pickups
We monitor flight status and meet you when your plane arrives. We’ll take you directly to your home, office, or hotel—no crowded shared rides or extra stops.
When landing at MSP, where do I meet you?
With or without checked bags, go to the baggage claim area. After you have your bags, proceed to the nearest exterior door and note the door number. Text the driver that number—we’ll pull up with our four-way flashers on. We also text you a photo of the car and license plate for easy identification.
What if your flight is early or delayed?
We track your flight from takeoff to gate arrival. If a delay conflicts with another ride, we first try to assign a backup driver. In the rare event no backup is available, you may wait for the driver to return—historically never more than about an hour.
Any other notifications provided?
All MSP-bound rides receive an email the day before service with pickup times to verify. If you don’t receive it, contact us—sometimes emails can get stuck or land in spam.
What about additional stops for family/friends?
Additional stops are $10.00 per stop if they’re along the route or in the same general area. If a stop is more than 5 minutes out of the way, please let us know so we can plan timing and adjust pricing if needed.
Children, Infants, Booster and/or Car Seats
Children count toward the passenger total; pets do not and ride free. Car/booster seats are $10.00 each if rented from us. If you bring your own, there is no extra charge. If needed, we can hold your seat at no charge if you have a return ride booked with us.
What are your hours of operation?
We drive 24/7 by appointment, and we answer phones from 8am to 8pm, Monday–Sunday.
What if the airport is NOT a pick-up or drop-off location?
If MSP is not involved, fill out the form at the bottom of this page with your details. We usually respond within minutes during 8am–8pm office hours (often within 30 minutes or less).
Add-On Options
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)
Fruit Cup ($4.00 per if ordered 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)
Fruit Cup ($4.00 per if ordered in advance)
Are pets allowed?
Pets are welcome at no additional charge. You do not have to crate or restrain them, but you are responsible for any liability and/or cleanup charges. This includes any loss of revenue if we must take the car out of service for professional cleaning.
Bad Weather Reservation Pricing
If a snow or ice storm is forecast for your date of travel, a surcharge of up to 60% may apply to offset additional travel time. Rides paid in advance before any known storms are not subject to this surcharge.
Holiday Pricing
To ensure driver availability on holidays, rides are subject to a 20% surcharge on the holidays listed
here.
here.
