Questions? We have answers. Choose a topic from the list below. If you don’t find your answer here, contact us for help.
Where can I send feedback or ideas?
We’d love to hear from you! Feedback or ideas can be shared through the Contact page
What are the hours of operation?
You can use the zTrip app to book a ride 24/7. Ride Now availability is dependent on demand as well as vehicle availability. We do not guarantee availability of vehicles at all times.
Is zTrip available where I live?
zTrip is available in more than 70 markets currently if you’re making advance
reservations for ExecuCar private sedan service. The Ride Now feature
is currently offered in these locations
To suggest a city for expansion of either black car or taxi service, please contact us
. To be notified of expansions into other
cities, as well as other updates to our service, sign up for emails in the footer
When will you expand the Ride Now feature to my city?
Great question! We have not yet expanded zTrip’s Ride Now to
all U.S. locations. To be notified of expansions into other cities, as well as other
changes to our service, please sign up for emails in the footer menu below.
Who are the drivers?
zTrip is the official app of multiple, established black car and taxi companies,
including the nationwide private sedan service ExecuCar. Drivers are franchise owners
or independent owner operators working with our designated providers. Just like
any business owner, our operators want to provide the best service possible.
Can I request a specific driver?
No. As service is based on vehicle availability closest to your pickup location,
specific operators cannot be requested at this time.
How do I give driver feedback?
Once your trip is complete, rate your driver directly in the app. Or provide feedback through the Contact page
How do I become a zTrip driver?
We are always looking for qualified, service-oriented franchise owners and independent
owner operators to become part of the zTrip fleet. To inquire about opportunities,
please Click Here
How do I request a vehicle to pick me up now?
Using zTrip with an iPhone or Android app:
- Download the free zTrip app from iTunes or Android Marketplace .
- Open the zTrip app and follow the instructions to sign up for a free user account.
- Choose between the Taxi and Black Car options, then select Ride Now
or Ride later. Options will vary by location.
- For Ride now, you will see a map and a red pin. Position the pin on
the map where you would like to be picked up. You can also select the location bar
and manually type in your location.
- Once you’ve identified your pick-up location, enter your drop-off location
or select “I will tell the driver.”
- zTrip will send a text message with your confirmation and operator’s phone
- zTrip stores your credit card on file, so payments (tip included) are automatic
and hassle free. Note: Airport transfers do not include gratuity.
- If you no longer need your ride, press “Cancel”. You can cancel a ride
at any time; however, you will incur a $10 cancellation fee for black car service. Lucky for you, we do not assess a cancellation fee for either Ride Now or Ride Later taxi reservations.
How many passengers can fit in a vehicle?
Four (4) passengers will fit in a sedan, and six (6) passengers will fit in an SUV.
For airport transfers, additional luggage and large items may reduce the number
of individuals who can be seated comfortably.
I left something in the car. What do I do?
Immediately notify your operator by calling the phone number provided in your trip
confirmation. If you are unable to reach the operator, quickly contact our Customer
Care team at 1 (855) MY ZTRIP (699-8747)
. The sooner you contact zTrip, the higher
your chance the item will be returned to you. Customer Care can be reached most
immediately by phone. If the lost item is found, we will do whatever we can to ensure
its return to you.
We are not responsible for items left behind during use of our service.
Can I request a specific type of vehicle?
For Ride Now services, you can choose between a taxi and black car
dependent on availability. The black car service may come in the form of a sedan
or SUV, though there is no option to select between the two.
For Ride Later reservations, our black car service includes a choice
of sedan or SUV where available.
Can I request multiple vehicles?
zTrip only permits vehicles to be booked individually. For assistance with multiple vehicles or large groups, please contact us
Can I request a vehicle for another person?
You can request a vehicle for another person using your account, but the charges
will be applied to the original user account through which it was booked. For this
reason, we advise each user set up an individual account.
Is there a cost to create an account?
No; download of our app, user account setup, and vehicle search are totally free.
However, to register as a user and begin booking rides, you will be required to
enter credit card information. If only one card is listed, it will be charged for
any rides you take. Multiple cards and direct bill accounts can be stored within
the app for future use.
How do I create an account?
You can create an account from inside the application. Simply download zTrip to
your iPhone or Android mobile device. Once it’s installed, open the app by
tapping the icon. You will be given two options: (1) Log In and (2) Register. Tap
“Register” and the app will walk you through the process quickly and
Can I save frequent pickup and destinations points?
Absolutely! Once you enter an address, through GPS pinpointing or manual entry, it is saved in your user profile automatically. To access it later, tap “Favorites and Recent” when prompted to select pick-up or drop off location.
How do I retrieve or reset my password?
To retrieve a lost password, or to reset one, open the zTrip app and click “Forgot
Password?” The app will walk you through the rest.
How do I delete my zTrip account?
Currently, we do not offer the ability to delete a zTrip account. However, you are
able to delete your credit card info from your account. Future versions will include
the delete functionality.
Are rates the same for all vehicles?
No, rates will vary based on distance traveled.
Do you charge per person or per vehicle?
We charge only per vehicle. For sedans, this means you can bring along up to three
people and pay the same price. For SUVs, you can ride with up to five! Please be
mindful when bringing large items or luggage that vehicle space is limited.
Extra stops are an additional $10 per stop.
How do I redeem a promotional credit code or discount code?
zTrip offers promotional credits in the form of alphanumeric codes. To redeem, open the app and tap the hamburger icon on the top right. Tap "zTrip Credits" to enter your credit code.
Credits will be applied to your first ride paid for through the app. Credits can only be applied when there are no trips currently booked, or if no trips have been booked in 60 days. Larger credits may spread across multiple bookings.
Fare discount codes are only available on advanced booked airport transfers. Enter your five-digit code in the discount code field during the booking process.
Credit codes and discounts cannot be applied to reservations made by phone.
How is pricing calculated?
When booking a ride, enter both the pick-up and drop-off locations to get a rate quote. Pricing is calculated based on expected distance. It will not change unless the details of your request changes before you exit the vehicle.
Can I use more than one credit card?
zTrip allows users to store more than one credit card. The application is not currently
able to split fares between multiple accounts, credit cards, or methods of payment.
Should I tip my driver? If so, how much?
All zTrip rates include gratuity, except for airport transfers. The standard gratuity
for airport transfers is between 15% and 20%. We recommend 18%.
Will I get charged a fee if I cancel my ride?
Lucky for you, we do not assess a cancellation fee for either Ride Now or Ride Later taxi reservations.
For black car Ride Now reservations, you can cancel at any time; however, you
will incur a $10 cancellation fee. Because booking a ride dispatches a vehicle,
this fee is a concession to our operators for time and fuel expense. To cancel a
Ride Now reservation, you must select the “Cancel” button
inside the app.
For scheduled Ride Later reservations,
we will refund payment if cancelled more than one (1) hour prior to pick-up time.
We cannot refund payment if cancelled with less than one hour notice prior to scheduled
pick-up time. Please review our Cancellation Policy
page for full details.
What should I do if I have a billing issue?
to report a billing issue.
Can I earn frequent flyer points or miles when I use zTrip? If so, how?
When you book an airport transfer using the "Black Car Later" option, frequent flyer
points or miles are available through select airline partners. We offer 150 points
or miles each way, 300 round-trip with Delta Air Lines SkyMiles®, Frontier Airlines
EarlyReturns®, Southwest Airlines Rapid Rewards®, United Airlines MileagePlus®,
and US Airways Dividend Miles®.
Offer not valid for phone reservations. Your frequent flyer account number must
be entered in the appropriate field at the time of booking in order to receive points
or miles. The name on the reservation must match the name on the frequent flyer
account to qualify. Only one person per reservation may earn points or miles. Please
allow 6-8 weeks for points or miles to post to your account.
APP AND WEBSITE TROUBLESHOOTING
How do I cancel a reservation?
To cancel an app reservation: Open the zTrip app, tap the hamburger menu on the top right (the three-lined button), and select "My Reservations". From there, you can cancel any pending reservations or review completed trips.
To cancel a website reservation: Please call 855-MY-ZTRIP or click the cancel option from your email confirmation.
Why isn’t my login working?
If for any reason you are unable to log in and have double-checked that the login
is accurate, please close and restart the application. If it continues to be a problem,
reset your password using the "Forgot Password" function on the login
screen. If that does not work, we recommend a complete uninstall and reinstall.
If these steps do not work, please contact us
Why doesn’t the app recognize my exact location?
One of the most common reasons that a user’s exact location cannot be determined
is the GPS settings on his/her phone. They may not be turned on or may have timed
out due to low battery.
If you have ongoing problems with the application, please uninstall and reinstall.
If that does not work, please contact us
What do I do if the app freezes?
If zTrip freezes while in use, close the program and restart. If it freezes in the
middle of a transaction, but you do not make it to the confirmation page, please
begin the process again as it has not been captured by our system, and your trip
has not been booked.
What if I don’t have an iPhone or Android? Can I still use zTrip?
Absolutely. Our contact center is open 24 hours a day, 7 days a week. For booking
assistance, call 1 (855) MY ZTRIP (699-8747)
What’s your cancellation policy?
Lucky for you, we do not assess a cancellation fee for either Ride Now or Ride Later taxi reservations.
When it comes to black car service, or Ride Now reservations, a cancellation incurs a $10 fee, but can
be made at any time prior to pick-up. This fee is a concession to our operators
for time and fuel expense following dispatch to your location. To cancel a Ride
now reservation, you must select the “Cancel” button inside the
If for any reason the operator cannot find you at the designated pick-up location
and cannot reach you for further instruction, your ride is treated as a cancellation,
including the $10 cancellation fee.
If for any reason the operator does not show up within the expected pick-up time,
the customer may cancel the ride. If cancellation incurs a cancellation fee as a
result, please contact Customer Care via email at Contact zTrip Customer Care
or via phone
at 1 (855) MY ZTRIP (699-8747)
for a refund.
For scheduled Ride Later reservations, we will refund payment if cancelled
more than one (1) hour prior to pick-up time. We cannot refund payment if cancelled
with less than one hour notice prior to pick-up time or in the event of a reservation
abandonment. Note that Dispatch will occasionally accommodate changes to reservations
within this one-hour window. This policy also applies if you schedule a Ride
later reservation within the one-hour window.
View our complete Terms of Service
What’s your pet policy?
We allow pets onto our vehicles, with some restrictions. All pets, excluding service
animals, must be kenneled. Pets less than 25 lbs may be held in a lap carrier; pets
larger than 25 lbs may require special arrangements.
Per ADA requirements, service animals are permitted on our vehicles. Please be mindful
of vehicle size while booking rides with a service animal.
What’s your policy for babies and minors?
Infants and children are always welcome. Please be mindful of passenger count when
booking a ride as children are not permitted to ride in laps and, dependent on local
laws, will likely require a child safety seat. We do not provide car seats at this
Our operators follow the state laws for child safety restraints to provide service. Learn more
about child safety seat requirements. A passenger must be 16 or older to ride alone in a vehicle without an adult guardian.
I accidentally damaged a vehicle. What’s your cleaning policy?
We understand accidents happen, yet our operators are required to maintain clean,
sleek, comfortable vehicles for your riding pleasure. Please be aware a cleaning
fee may be charged to a passenger in the event of vomiting, a child or pet mishap,
or any accident involving the passenger that damages the interior or exterior of
a vehicle. The exact cleaning fee will be determined based on the extent of damages.
The passenger will be notified if any such fee is to be incurred.