We would be glad to look into this immediately. Please contact us via the form at the bottom of the page and provide us with your booking number and the amount that was charged.
It is only possible to place a booking up until the month before the credit card expires. For example, if the credit card expires in April, you can only book a ride that takes place before 31 March.
For security reasons, to protect your credit card details, we do not accept credit card information over the phone or by email. To update your credit card information, please log in to your Emery account on web or app. Click on your name and select PROFILE from the drop-down menu. Visit PAYMENT to add, change or remove your credit cards.
We don’t charge twice. Some banks show authorizations the same way they show charges (commonly referred to as captures), but only credit card charges actually take money and this only happens after your ride is finished. Please contact your bank for more information. If you have further questions, contact our Emery Customer Care team.
Your invoice will be sent to you via email approximately 48 hours after your ride has taken place. All of your invoices can also be found and downloaded under MyRIDES at the top of the page.
The price of a ride is determined per miles or hour, depending on whether a one-way or hourly ride is booked. Additional factors which influence the price are the pickup time, the meet and greet at some airports and train stations, and how far in advance the ride was booked. All additional factors are listed clearly alongside the price.
If you have upcoming rides that were booked with a credit card that has been stolen or blocked, please contact Emery’s Customer Care team via the Contact Form or one of the phone numbers listed below. For future bookings, please add a new credit card to your profile and inform Emery's Customer Care of the cardholder name and the last four digits of the card.
Emery rides are charged in either EUR, USD or GBP, depending on where the ride takes place. You can see the currency displayed throughout the booking process, starting on the CAR CLASS page.
Your credit card is only charged 24 to 48 hours after the ride has taken place. Once you have made your booking, we reserve the funds on your credit card with an authorization. Your card is not charged at this point in time. This common practice is also used by hotels and rental car companies. If you make a free cancellation, the authorization will be automatically reversed and your credit card will not be charged.
To find out the price of a journey you are interested in, go to the Emery homepage and fill out the booking form. Once you have clicked ‘BOOK A RIDE’, you will see the car classes that we provide in your selected city, as well as the price. The prices shown are per vehicle and include all taxes, gratuities, and fees.
Once you are logged into your Emery account, click on MyRIDES at the top of the page. All of your invoices can be found here.
Log in to your Emery account, then click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or delete your credit cards. Adding a new card will not affect already-booked rides. Newly added credit cards will only be used for new bookings. We currently allow two credit cards per private account.
If you are logged into your Emery account, select PROFILE at the top of the page and then CHANGE PASSWORD from the menu on the left-hand side. Alternatively, before signing in, you can select LOG IN and then LOST PASSWORD? You will then receive an email inviting you to reset your password.
To sign into your Emery account, click on LOG IN on the homepage and then simply enter the email address and password you registered with.
This is the section where you can change your personal details and manage your notification settings. You can change your password here and add or remove your credit card details for future bookings.
If you can’t remember the email address that you registered your Emery account with, simply fill out the form at the bottom of the page. Please provide us with as many details as possible, such as possible email addresses and booking details (date/time, city, destination).
If you have forgotten your password, please click on LOG IN on the Emery homepage and then click LOST PASSWORD? You will then receive an email inviting you to reset your password.
Log in to your Emery account, then click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or delete your credit cards. Adding a new card will not affect already-booked rides. Newly added credit cards will only be used for new bookings. We currently allow two credit cards per private account.
MyRIDES is where you have an overview of all of the bookings made through your account, as well as their current status. Click on individual rides to see a map of the approximate route and all of your detailed tour information. By clicking on a past booking, you will be able to rate the ride. Invoices are also available in this section, should you need to download them again.
You can find out more about the vehicles Emery uses, as well as the number of passengers and bags they can carry on our FLEET page. Should you have any specific requirements, feel free to contact us via the form at the bottom of the page and we will work on a solution for you.
For airport pick-ups, your Emery chauffeur will be waiting for you at the exit after baggage claim with a pick-up sign, on which can be written either your name or the name of your company.
For airport pick-ups where this is not possible, the meeting point can be found in the email containing the binding confirmation of your booking. For train stations we offer one or more meeting points at the time of booking from which you can make a selection.
A one-way booking is a single journey from A to B, such as from the airport to your hotel. The price is based on the number of miles driven. An hourly booking is a booking for a period of time during which you can direct your driver. The price is based on the number of hours the car is hired for and includes a specific number of miles per hour.
For airport and train-station pickups, your driver will wait for 60 minutes free of charge. We understand that there may be issues beyond your control which could lead to unexpected delays. By providing your flight, train, or cruise details upon booking, your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will always try to contact you to work out an alternative solution.
No, you do not pay for additional waiting time if your driver arrives early to the pickup location. You will only be charged if the included waiting time is exceeded — this is 60 minutes for airport and train station pickups and 15 minutes for all other pickups. By providing your flight, train, or cruise details upon booking, your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will always try to contact you to work out an alternative solution.
You will receive the name and telephone number of your driver 90minutes ahead of your pickup time. These are sent to you via email and SMS. If you have booked for a third party and entered the contact details of the passenger, then they will receive these details as well.
Once you are logged into your Emery account, click on RIDES at the top of the page. Find the ride you want to rate and click on the number of stars you would like to give the ride.
For a standard pickup, your driver will always wait for 30 minutes before leaving the pickup point. The first 15 minutes are free of charge; you will only be charged for the remaining 15 minutes. If you realize that you may be delayed, we recommend calling us so that we can try and find an alternative solution for you.
For airport or train-station pickups, your driver will wait for 60 minutes free of charge. By providing your flight or train number upon booking, your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will always try to contact you to work out an alternative solution.
A specific number of miles are included for each hour of an hourly booking. The number of miles is shown alongside the price for the booking. For an additional cost, and at the discretion of the driver, it is possible to extend the number of hours or miles
If you receive an email and SMS message with your driver’s information, it means that your driver has already left for the pickup location. In this case, according to Emery’s Terms and Conditions, 100% of the ride price will be charged
The prices shown are always per vehicle and include all taxes, gratuities, and fees. The number of passengers and bags which can comfortably fit in each vehicle is shown under each car class, but this makes no difference to the price
To make a change to your booking please contact Emery Customer Care through either the Contact Form or one of the phone numbers listed below. Emery Customer Care will edit your booking.
Once you are logged into your Emery account, click on MyRIDES at the top of the page. Select the booking that you need to cancel and click CANCEL. If you booked as a guest, please contact us using the form below or by calling the number in your confirmation email.
Emery may not be able to fulfill all special requests. If you would like to find out whether it is possible for us to fulfill your special request, please fill out the form at the bottom of the page before booking. Please note: making special requests in the ‘Note for the driver’ box when booking without speaking to us in advance may lead to your ride not being accepted if the requests cannot be met.
Yes! If you have a Emery account, you can book for a third party. During the booking process, please provide the name, email address, and mobile number of the person you are booking for to ensure that the passenger also gets the email and SMS notifications on the day of the ride. If you wish it to be a surprise booking, and therefore make the decision not to add the contact details of the passenger, please be aware that it is your responsibility to make sure the person is at the right place at the right time. Emery will not take responsibility for “missed” passengers.
Before the ride, you can simply cancel the tour and book again. Please see Emery’s Terms and Conditions for the full cancellation policy. If you are already in the vehicle and require a new destination, please inform the driver about this route change. After your ride is finished, Emery will email you an updated invoice and tour information. The invoice will show the price of additional miles and drive time if applicable. For any further questions, contact our Emery Customer Care team.
Yes, child seats are part of our standard service. When making your booking, please add this in the ‘Note for the driver’ box, including how many child seats are required, the age of the children, and their weight.
a) TRANSFER (ONE-WAY) BOOKING (from point A to point B): Cancellations are free of charge up to 60 minutes before one-way rides, or as long as the driver has not yet left for the pickup location. In all other cases, the full ride price will be charged.
b) HOURLY BOOKINGS: Cancellation is free of charge if made at least 24 hours ahead of the scheduled pickup time. If a cancellation is made with less than 24 hours’ notice but more that 60 minutes remains between cancellation and pickup, only 50% of the booking price will be charged — provided the driver has not yet left for the pickup location. If a cancellation is made with less than 60 minutes’ notice, the full ride price will be charged.
It is possible to add your voucher during the booking process. This can be done at the final step of the booking, where a summary is shown to you. Simply enter your voucher code into the box, and click CHECK. The final price will be adjusted accordingly.
Once you are logged into your Emery account, click on MyRIDES at the top of the page. Select the booking you would like to add the voucher to and click EDIT. You can now fill in your voucher code.
Please contact us using the contact information on your invoice, so we can investigate and get back to you as soon as possible.
You can find the voucher code in the invoice attached to your payment confirmation email.
It is not possible to add a stopover to a one-way booking. If you wish to make one or more stopovers during your booking, we recommend an hourly booking. Please include the stopovers which you would like to make in the ‘Note for the driver’ box.
This could be due to a variety of reasons. Please contact us via the contact form at the bottom of the page, providing as many details as possible, including which credit card type you tried to add, whether there was a specific error message, and if so, what it said.
Occasionally our system won’t recognize an address. We will gladly assist you in such instances, please send us the details of the required address and we will ensure that it is added to the Emery system.
We are sorry that you were unhappy with our service. We appreciate your wanting to send us your feedback, as that helps us improve. Please fill out the contact form below with the details of how we didn’t meet your expectations and we will get back to you as soon as possible.
