Frequently Asked Questions

RIDE ISSUES AND PAYMENT

  • We offer assistance 24/7/365.

    Simply email fleet@groundlink.com or call 888.546.6715. In New York, drivers can walk into the office between 9am-6pm on Monday-Friday or schedule an alternative time if that does not work. Please note that the cutoff time for driver onboarding is 5pm. Our office is located at 134 West 37th Street 2nd Floor, New York, NY.
    After 911, please alert GroundLink if an accident happens.
    In NY if you got injured, you should also contact the Black Car Fund within 10 days (and provide police report).
    Please let us know when and where the accident happened, whether you or the customer were hurt / did ambulance come / did police come? Email fleet@groundlink.com
  • From time to time your passengers will leave items behind. When this happens, take a photo of the item and email fleet@groundlink.com so we can track down the person who lost the item. If you are in New York, please bring the item to the GroundLink office at your earliest convenience.
    If you are not in New York, our fleet will provide instructions how to mail or deliver the item back to the customer (at customer’s expense).
  • You will receive a weekly direct deposit on FRIDAYs for jobs completed between 12 AM the previous Sunday and 11:59 PM on Saturday. Depending on your bank, you may receive a direct deposit before Friday.
    You will receive a weekly direct deposit on FRIDAYs for jobs completed between 12 AM the previous Sunday and 11:59 PM on Saturday. Depending on your bank, you may receive a direct deposit before Friday. If you do not receive your direct deposit by END OF BUSINESS DAY FRIDAY, please email fleet@groundlink.com or call (888) 546-6715.
    Once you’ve arrived at your drop off location, update your status to “DROPOFF PASSENGER.” This will automatically place you in “Off Duty” so you can review trip charges in the job closing screen.
    If you had to pay a parking fee, input that on this screen.
    If there are missing charges, select “Payment Issues” and submit your changes for approval.
    If for some reason you cannot submit the issue through the driver app, you must send an email to fleet@groundlink.com immediately. If you fail to do so, GroundLink will not reimburse you for the missing charges.
    Once you’ve arrived at your drop off location, update your status to “DROPOFF PASSENGER.” This will automatically place you in “Off Duty” so you can review trip charges in the job closing screen.
    If you had to pay a parking fee, input that on this screen.
    If there are missing charges, select “Payment Issues” and submit your changes for approval.
    If for some reason you cannot submit the issue through the driver app, you must send an email to fleet@groundlink.com immediately. If you fail to do so, GroundLink will not reimburse you for the missing charges.
    As a GroundLink driver, if you operate in a city with tolls, your car must be equipped with a transponder to save you and your passenger’s time. Tolls are calculated and applied to the customer’s bill based on local toll responder rates. So, for example, in the New York market, tolls are charged at the New York EZ Pass rate.
    Please review the closing screen to make sure that all tolls are accounted for and are accurate. If any are missing or inaccurate, please input the details on the job closing screen under “Payment Issues.” If for some reason you cannot submit the issue through the driver app, you must send an email to fleet@groundlink.com immediately. If you fail to do so, GroundLink will not reimburse you for the missing charges.
    Each week you are reimbursed through your paycheck for all tolls and parking fees. These separate fees are itemized on your statement.
    If a customer requests a stop enroute, please comply and make the stop. Once you’re at the stop,
    - Use the driver app, go to Message Dispatch, then Pre-Set Messages, then “Add a Stop” message and enter the stop address
    - Once the job updates, start the wait time and stop it once you’re ready to move again

    GroundLink will automatically calculate stop(s) charge as a price difference in time and distance from the original route.
    After you’ve updated your status to “On Location” and before the grace period expires, the Driver app will ask if you’ve picked up your customer. If you indicate “no,” the app will ask if you want to start waiting time. You should select “yes” so you get paid for your time.
    GroundLink driver app will prompt you to start wait time 10 minutes after scheduled pickup time for address pickups or 30 minutes after scheduled pickup time for airport pickups. Please note that there is a small portion of international arrivals where we allow a 60-minute grace period.
    With GroundLink, a driver tip is already included in the fare. Some customers, when they feel you went above and beyond, might offer an additional cash tip. It’s OK to accept it, but it’s not OK to request one.
    We know plans can change, so we've designed a cancellation policy that's flexible for our customers and supports our drivers. Cancelations are billable to customers as per rules listed here. Drivers are compensated for their commission and any wait time charges incurred after pickup grade period expires.
    If you can accommodate the passenger please do so than when closing the job click on “Payment Issues” on closing screen and we will review your complaint. If you cannot accommodate the passenger, please use the app to call dispatch (go to: Support and Feedback / Call Dispatch) so we can send a larger vehicle. GroundLink will compensate you for the cancelled job.
    If you can accommodate the passengers, please do so then when closing the job click on “Payment Issues” on closing screen and we will review your complaint.

    Please do not allow more passengers than your vehicle has seat belts for. If more than the maximum number of passengers are attempting to enter your vehicle, politely explain you need to call dispatch (go to: Support and Feedback / Call Dispatch) so we can send a larger vehicle.
  • When your passenger arrives, introduce yourself and ask for their name to ensure you’re picking up the correct person. Asking “What is your name please?” is preferred over asking “are you Michael?” which offers information that can be used to falsely claim a ride. In case you picked up a wrong customer, please call dispatch immediately (go to: Support and Feedback / Call Dispatch on your GroundLink driver app)
    When this happens, please click on “Payment Issues” on closing screen; take a photo of insides of the vehicle and email fleet@groundlink.com together with your cleaning receipt so we can review your complaint.
    When this happens, please click on “Payment Issues” on closing screen and forward a photo of the damage and together with police report. Please note you should claim the damage from your insurance while we review your request.
    Per NY State exemption, drivers are exempt from laws regarding car seats and seatbelts. Passengers with children are encouraged to bring their own car seats, which the drivers must allow passengers to install, always offering to assist.

    Out of NY, pls. refer to your state laws covering for-hire-vehicles or reach out to fleet@groundlink.com
    Per NY State exemption, drivers are exempt from laws regarding car seats and seatbelts. Keep in mind, GroundLink encourages everyone in the vehicle to buckle their seatbelts.

    Out of NY, pls. refer to your state laws covering for-hire-vehicles or reach out to fleet@groundlink.com
    Passenger can choose to sit in front if that is more convenient for him. GroundLink recommends that passengers sit in the back for their comfort and safety.

DRIVER PROFILE AND DRIVER GRADE

  • Using your driver app, please enter your email address and select “Forgot Password.” You will receive an email with instructions on how to set a new password.
    Your location settings may be turned off, or you may be experiencing a network issue. If you do not have GPS enabled, you will see an alert indicating GPS is not available. To enable your GPS, you need to go to your phone’s Settings and set Location services for the Driver app to “always.” This is important, as any other location setting may result in you not receiving new job offers.
    If you experience any issues, we always suggest you log out of the app and then log back in.
    If you still cannot go on duty, and your driver app is showing a message “Your driver profile is not currently active. Please email fleet to reactivate” please send an email to fleet@groundlink.com. Your profile might be deactivated because
    - Your documents have expired
    - Your account is on hold due to a reported accident or incident
    - Your account is on hold due to TLC violation
  • Using your driver app, please enter your email address and select “Forgot Password.” You will receive an email with instructions on how to set a new password.
    Before you begin accepting jobs, you should review your driver profile. It’s important this information is correct as many customers review these details prior to pick up. From the home screen, select the gear icon. Then select Profile from the menu. If any information is incorrect, select “Request Profile Change” and submit your changes to our support team.
    Please email fleet@groundlink.com a clear photo of voided check (with your name and “void”) OR Direct Deposit form.
  • Acceptance rate above 75% and overall grade A or B will get driver prioritized by Auto Dispatch.
    Driver grade is affected by passenger 5 star rating AND driver related job problems, including kickbacks.

    5 star rating is shown on driver app as an average of last 30 days customer ratings.

    Job problems are reported to Customer Service after the job. Typical job problems are: late, ignoring notes and instructions on the job in the driver app, ignoring customer phone calls and kickbacks.

    Kickback is a job accepted AND driver either marked on the way OR it is less than 1h prior to pick up. Early morning (4am-9am) a kick back is job accepted and then refused after 10:00pm previous day.
    GroundLink is a professional car service company and we frown upon t-shirts, jeans, and sneakers. Drivers who dress to impress get the best ratings and are prioritized by auto dispatch. You never know who you’ll be driving. Arrive On Time! Use the Waze app. GL offers customers a 100% On Time Guarantee. Please notify dispatch immediately when you cannot make a job on time Keep your car clean inside and out and odor free. Customer complaints about drivers regarding attire and vehicle may result in forfeited gratuity.

    Pay attention to any notes or instructions with a job and special job type icons, such as inside airport pickup, round trip or by-the-hour job, and car seat requests. Overlooking or ignoring customer instructions can have a negative effect on your rating

    Go above and beyond to create a special experience for your passenger, such as opening doors for riders if possible, handling their luggage, and having a phone charger or bottled water available.

    It’s also important you stay calm, patient and polite with your customer at all times.
    Your acceptance rate is the number of rides you've accepted divided by the total number of offered rides. When a passenger cancels a trip this does not count against your acceptance rate. When you refuse an offer more than 2h before pickup time this does not count against your acceptance rate. If you want to stop working, simply Go Off Duty on GroundLink driver app. It's important to maintain a high acceptance rate as drivers with acceptance rate 75% and above are prioritized by auto dispatch.

GUIDE TO DRIVING WITH GROUNDLINK

  • Follow the heat map, if the feature is available in your city. In general, most rides are from 5am to 10am and 2pm to midnight both in city center and airports.
    We offer scheduled as well as Ride Now (on demand) rides. Our rides are mostly airport transfers but we also have locals, By-The-Hour and Out-of-Town jobs. Set your availability a day in advance AND go On Duty and auto dispatch will send you jobs.
    You can increase your availability for Ride Now offers by positioning yourself in areas with high rider demand.

    Demand is indicated on your on duty map, with high demand areas shaded red with 3 flames and low demand shaded pink with 1 flame. Area with no demand have no shading.

    Please note that the heat map feature in not available in all cities.
  • The day before, you can automatically schedule couple of starting jobs. If you set your availability before 5pm local time, you will increase your likelihood of receiving starting jobs for the next day based on your home address on file. Go to Set Availability, set the start and end time, then select done. To erase a schedule completely, select “Clear.” “Go On-Duty” on GroundLink driver app home screen to receive same day and Ride Now (on demand) offers. After you Go On-Duty, you will see job offers in the orange “view jobs” bar below the map. View details of jobs offered to “Accept” the ride. If a job offer expires in 5 minutes or less, that job will fill the screen prompting you to either Accept or Reject the job in order to continue using the app. Ride Now jobs, which is our near demand service offered in specific metro areas, are announced with a special screen and a “You have a new Ride Now offer. Please respond immediately!” audio alert. If you receive a Ride Now job, you have 45 seconds to accept it. Ride Now jobs are offered to many drivers, the first one who accepts and is closest to the pickup location will be assigned the job. Once you’re awarded a Ride Now job, you must go to the pickup location immediately as the customer is already waiting. Your position will be immediately shown to the customer who will cancel the job if he or she does not see you moving towards their location. A word of caution. If you accept a job and then decide not to do it, your Driver Rating will go down.
    While you are on a current ride, you might receive new ride offer. If new ride pickup time is more than 2 hours, you have an option to “View Later”. When you drop off, go to Offered Jobs to Accept the Ride. If new ride pickup time is in less than 2 hours, job offer will take over the screen and you will need to accept or reject or the offer will expire.
    The day before, you can automatically schedule couple of starting jobs. If you set your availability before 5pm local time, you will increase your likelihood of receiving starting jobs for the next day based on your home address on file. Go to Set Availability, set the start and end time, then select done. To erase a schedule completely, select “Clear.”
    Ride Now jobs, which is our near demand service offered in specific metro areas, are announced with a special screen and a “You have a new Ride Now offer. Please respond immediately!” audio alert. If you receive a Ride Now job, you have 45 seconds to accept it. Ride Now jobs are offered to many drivers, the first one who accepts and is closest to the pickup location will be assigned the job.

    Once you’re awarded a Ride Now job, you must go to the pickup location immediately as the customer is already waiting. Your position will be immediately shown to the customer who will cancel the job if he or she does not see you moving towards their location.
    Auto dispatch balances how close you are to pick up location and how long you have been waiting. Also, the higher your acceptance rate, the higher your priority. For drivers with acceptance rate above 75% Auto dispatch balances out earnings, and ensures you get better jobs as the week progresses. The Auto Dispatch system sends you jobs by taking into consideration all of the following:
    - Your proximity to the pickup location*
    - Your Driver Grade
    - Your Driver Acceptance Rate
    - Wait Time
    - Your Current Earnings per Hour On Duty
    - Customer Request for Specific Driver
    - Number of Jobs You Performed for GroundLink

    *We try to minimize how far you need to go when possible.
    Check if you are On-Duty and positioned in the area of high demand during peak hours (this can vary by the city but directionally you should work during early morning and late afternoon rush hours in downtown and airports). Best graded drivers with acceptance rate above 75% get prioritized by auto dispatch. Make sure your driver grade is above 4.7 and accept all jobs that are sent your way.
    GroundLink driver app will automatically put you Off Duty if you refuse 3 offers. You will need to wait 15 minutes before going back On-Duty.
    The day before, you can automatically schedule couple of starting jobs. If you set your availability before 5pm local time, you will increase your likelihood of receiving starting jobs for the next day based on your home address on file. We might not have any demand in the area where you live for the hours you chose as starting hours. Please go On-Duty and position yourself in the area of high demand during rush hours. Best graded drivers with acceptance rate above 75% get prioritized by auto dispatch. Make sure your driver grade is above 4.7 and accept all jobs that are sent your way.

    If none of the above helped, pls. email fleet@groundlink.com and we will review your complaint.
    After you have done at least one ride in the past 24 hours, please go to Message Dispatch and then Pre-Set Messages, then Request a Going Home Job and auto dispatch will send you a job in general direction of your home, subject to availability.
    Auto Dispatch will send offers even if you did not set your availability. You can simply reject. Next day offers don't affect your acceptance rate.
    You can cancel a ride by taping on “Cancel” icon on ride screen or using the Message Dispatch option. Please note your driver rating will go down if you cancel:
    - If early morning job (4am-9am) is cancelled after 10:00pm previous day;
    - If a job is cancelled less than 60 minutes in NYC and 120 minutes OT prior to the scheduled pick up time
    Under the “Select Map Provider” menu, you can choose from different map providers. We recommend you download and then select Waze from this list. Job destinations are fed directly into Waze for driver navigation support, eliminating the need for you to key in address information. From job screen, just click the blue arrow and Waze will take you to either pickup or drop off based on your current location.
    Before Pick Up

    Check to see what kind of pickup it is (inside airport pickup; roundtrip; by-the-hour; as directed) Make sure any special requests are met (car seat; pickup entrance) Leave early to arrive on time for the pickup Ensure you are dressed professionally and your vehicle is clean Once you start heading for destination, mark yourself ‘ON THE WAY’ Use Waze built into GroundLink driver app to get to location on time

    At Pick Up

    Once arrived on time, mark yourself ‘ON LOCATION’ for the pickup Make sure your sign is visible Greet your passenger accordingly: “Hi, MY NAME IS…., I am your GroundLink driver.” Confirm the passenger(s) name & drop off location “What is your name please?”; “just to confirm, we are dropping off at XYZ” Assist with any luggage and/or open the door for the passenger(s)

    During Ride

    Update your status to “PICKUP PASSENGER.” Ask the passenger’s preferences for temperature/music Ask the passenger’s preferred route or use Waze built into GroundLink driver app Provide an estimated arrival time, if possible Follow all traffic regulations and drive safely to ensure a smooth ride Follow the app’s directions for the best route

    End of Ride

    Stop when you’ve arrived on location at the appropriate curbside of the street Help the passenger with the door or any luggage Thank the passenger for riding with GroundLink Update your status to “DROPOFF PASSENGER.” Check for tolls or any Payment issues and “CLOSE” the ride Go back On Duty to receive your next job
  • Airport pickups can be inside or outside, which is considered curbside.

    For an inside pickup, you will need to park your car and walk to the terminal’s Arrivals section. We encourage drivers to wait with their customer sign visible near the baggage claim, or in the case of an international flight, just outside customs. Your Driver app will alert you when your customer’s flight lands. Once you have your passenger’s bags, indicate on the GroundLink app that the passenger is with you.

    For an outside airport pickup, your Driver app will alert you when your customer’s flight lands so you can meet them outside arrivals at the correct terminal and passenger pickup area. For example, when a customer calls you should tell him ‘I will pull up curbside at Terminal C, passenger Pickup area number 2. If you cannot park at that location, you need to indicate you are “circling.” This will alert the customer to call you to coordinate a pickup location
    Drivers serving Terminal B passengers should proceed from Parking Lot 10 to meet passengers at the designated pickup location on Runway Driver, west of Terminal B. You will no longer meet arriving passengers in front of Terminal B. We are encouraging our customers to call you once they have their luggage to coordinate a pickup spot. After picking up the passenger, you can access the Grand Central Parkway more quickly from this new location which reduces travel time. There is no change to passenger pickup for Terminal C/D.

SIGNING UP

  • Founded in 2003, GroundLink provides corporate clients and leisure travelers with safe, reliable, and professional chauffeured car service in major cities around the world. With the industry's only ON TIME EVERY TIME® Guarantee; professional and licensed drivers; exceptional customer service; and advanced technology, we've set a new standard for ground transportation.

    What We Offer:

    These are our premium features that you will have access to when you join GroundLink’s Fleet as a professional driver:
    - Auto-dispatch system – Our AD system guarantees jobs are distributed equally and fairly
    - High average job value – We strictly work with our corporate and luxury clientele
    - Advanced scheduled and on-demand work – You can create your own schedule with flexibility and ease
    - Dedicated driver mobile app – Our driver app makes getting jobs easy and keeps you connected to our Fleet team
    - Helpful training – in addition to our online training, you can schedule training with your Driver Success Manager or just come by our Office at your convenience
    - Live Support 24/7/365 – Our friendly Fleet team will work with you to ensure a successful partnership from onboarding training and more
    We pride ourselves on providing Safe. Reliable. Professional Car Service.

    You represent our whole organization during your part of The GroundLink Experience. As a partner, you agree to adhere to our quality standard when you interact with customers.
    GroundLink operates worldwide through a network of affiliates and independent operators. As an independent operator, you can currently drive with GroundLink in
    - NYC
    - Chicago
    - Dallas
    - Fort Worth
    - Houston
    - Austin

    As we expand independent operator model, we will update the list.
    Signing up is easy. Use this website to
    - Create a profile
    - Upload required documents
    - Download the driver app
    - Watch the training video

    Our helpful fleet team will review submitted documents and reach out to activate you as a driver.
  • - Must own black car vehicle
    - Must have insurance policy
    - Must have proper licensing
    - Must pass background check
    Car belongs to accepted makes & models on our website, is black on black, and no older than 5 years. We recommend Lincoln MKT, MKS, MKX.
    NY Driver is able to provide necessary documentation: W-9 form, Driver’s License, TLC License, Diamond/FHV Card or TLC Inspection Form, Social Security Card, Insurance (FH1 & Certificate of Liability), Registration, Photo/Head Shot, Blank Check with driver’s name on it or Direct Deposit Form. Driver needs to be affiliated to Black Car or Luxury Base

    Chicago Driver is able to provide necessary documentation: W-9 form, Driver’s License, Public vehicle license , Livery or Public Chauffer license, Social Security Card, Insurance with $350,000 minimum and GroundLink needs to be added to your insurance (FH1 & Certificate of Liability), Registration, Photo/Head Shot, Blank Check with driver’s name on it or Direct Deposit Form.

    Dallas Driver is able to provide necessary documentation: W-9 form, Proof of EIN (Employer Identification Number), Driver’s License, Driver Permit issues by City of Dallas, Registration, Vehicle Permit, DFW airport permit, Certificate of Insurance with $500,000 minimum and GroundLink needs to be added to your insurance, Photo/Head Shot, Blank Check with driver’s name on it or Direct Deposit Form.

    Houston Driver is able to provide necessary documentation: W-9 form, Proof of EIN (Employer Identification Number), Driver’s License, VFH license issued by City of Houston, Registration, Vehicle Permit, Port of Galveston Facilities Access Permit, Houston Airport Systems (HAS) permit, Certificate of Insurance with $500,000 minimum and GroundLink needs to be added to your insurance, Photo/Head Shot, Blank Check with driver’s name on it or Direct Deposit Form.

    Austin Driver is able to provide necessary documentation: W-9 form, Proof of EIN (Employer Identification Number), Driver’s License, Chauffeur’s Permit issued by City of Austin, Registration, Vehicle Permit, Port of Galveston Facilities Access Permit, Copy of Austin-Bergstrom Int’l airport permit, Certificate of Insurance with $500,000 minimum and GroundLink needs to be added to your insurance, Photo/Head Shot, Blank Check with driver’s name on it or Direct Deposit Form.
  • Type apps.groundlink.com in your browser and download the app for iOS
    Type apps.groundlink.com in your browser and download the app for Android
    Type apps.groundlink.com in your browser and download the app for iOS.

    Trust the app to complete download and ability to use app. Go to Settings > General > Device Management > GroundLink > Trust

    If you continue to experience issues please contact fleet@grondlink.com.
    Type apps.groundlink.com in your browser and download the app for Android.

    Trust the app to complete download and ability to use app. Allow your phone to download from unknown sources > Install using the package installer

    If you continue to experience issues please contact fleet@grondlink.com.
  • Using your driver app, please enter your email address and select “Forgot Password.” You will receive an email with instructions on how to set a new password.
    If you do not have GPS enabled, you will see an alert indicating GPS is not available. To enable your GPS, you need to go to your phone’s Settings and set Location services for the Driver app to “always.” This is important, as any other location setting may result in you not receiving new job offers.

    If you experience any issues, we always suggest you log out of the app and then log back in.
    If your app keeps freezing or crashing, try the following in the app:

    FORCE QUIT
    - Double tap the home button
    - Swipe up on the GL app card
    - Reopen the app

    REINSTALL THE APP
    - Delete existing App
    - Go to apps.groundlink.com
    - Download the App

    If you continue to experience issues please contact fleet@grondlink.com.

NYC ONLY

  • FHV Driver Licensing (Hack License):

    • Submit application online at https://www.nyc.gov/lars
    • Valid driver’s license, email, social security card required
    • Drug test required
    • Defensive driving classes
    • Finger prints and photo taken
    • TLC licensing classes and exam
    • Fee $254
    • Wheelchair Certification

    The whole process takes about two weeks.

    Notes: The application fee is non-refundable and you have 90 days to complete and submit all the required documents. To affiliate a vehicle and driver for GL in NY metro, both the driver and the Vehicle must to be licensed by NYC Taxi and Limousine Commission.
    New vehicle is a vehicle that has never been licensed by TLC regardless of the age or mileages.

    • Insure the vehicle first (insurance brokers ask for a letter from the base that you want to affiliate the vehicle with)
    - Black car base requires a $300,000 insurance coverage
    - Luxury base requires a $1,000,000 insurance coverage
    • Affiliate the vehicle to our base
    • Pay application fees online
    - $625 for vehicle that has over 500 miles on the odometer
    - $550 for vehicle that has less than 500 miles
    • Summit application with supporting documents either by mail, email or downloading directly to the website.
    - Payment receipt
    - Two forms of identification-driver license, FHV license, passport and etc.
    - Vehicle title or bill of sales
    - FH-1 insurance
    - Certificate of liability ($300,000 for black car base or $1,000,000 for luxury base)
    • Wait for a letter from TLC to take to DMV get the FVH plates that usually start with “T” and ends with “C”
    • Submit plates’ notification to TLC online. (This is to tell TLC you received the plates and they will affiliate them to the vehicle)
    • Wait for inspection appointment letter from TLC by email
    • Pass inspection, congrats you have a FHV.
    You can associate your vehicle to GroundLink’s two different bases: GroundAnywhere base (B02715) with 300K coverage and GroundLink luxury base (B02468) with 1M coverage.

    Contact us at fleet@groundlink.com and we will schedule you an appointment with TLC.

    Plates Transfer- transfer TLC plates from one vehicle to another vehicle

    Not a problem!

    Contact us at fleet@groundlink.com and we will schedule you an appointment with TLC.