Carey.com FAQs
 

Carey.com FAQs

Below you will find a comprehensive list of frequently asked questions about our Carey.com website. The order that the questions appear is determined by the frequency of the question asked. If you do not see the answer to you particular question in the first 5-10 entries, then you should use the search function at the top of this page to locate your specific question. If you are still unable to locate an answer to your question after searching, please access the directory tab and contact the appropriate department.

 

Q: What is Automated On-Location Notification?
A: Automated on-location notification (OLN) is a complimentary service provided by Carey International that provides the passenger with an alert via SMS-Text, E-mail, or Mobile Push Notification when their chauffeur has arrived at the pick-up location, and includes the chauffeur name and mobile number (or an alternate local dispatch number), and meeting instructions (when necessary).

Q: How do I sign up to receive On-Location Notifications?
A:

  • Users with an existing passenger profile containing a valid country code/mobile telephone number, who have not already selected a preferred method of receiving On-Location Notifications, (E-mail, SMS, Mobile Push Notification) previously, will be automatically  selected to receive On-Location Notifications via SMS-Text.

  • When updating an existing passenger profile via the website, mobile app, or the Customer Engagement Center, you will be required to select at least one delivery method for On-Location Notifications (E-mail, SMS, Mobile Push Notification).

  • When creating a new passenger profile via the website, mobile app, or the Customer Engagement Center, the default settings for On-Location Notification delivery will be SMS-Text, when country code/mobile telephone is included or to E-mail where no country code/mobile telephone number is included.  The user can always change the delivery method by changing their settings in their passenger profile.

  • For users booking through automated booking channels (Deem, Groundspan, CESDirect and other proprietary technology services) the default settings for On-Location Notification delivery will be SMS-Text, when country code/mobile telephone is included in the reservation or to E-mail where no country code/mobile telephone number is included.

  • Passengers will not receive a Double Opt In request when SMS delivery is selected On-Location Notifications.  Any other SMS notification opted in will generate the Double Opt in request to the Mobile number from the Primary Address.

Q: How do I unsubscribe from On-Location Notifications?
A: If at any time you decide you would like to stop receiving On-Location Notifications, you can opt-out by replying STOP to any message sent to your mobile phone.

You can also opt-out by visiting the account settings options of your passenger profile and changing your notification preferences.

Q: What is Automated Pre-Trip Notification?
A: Automated Pre-Trip Notification (PTN) is a complimentary service provided by Carey International that provides the passenger with an alert via SMS-Text, E-mail, or Mobile Push Notification prior to pick-up (typically 24-hours) re-confirming the trip details including pick-up time, address, vehicle type and destination address.

Q: How do I sign up to receive Pre-Trip Notifications?
A:

  • Users with an existing passenger profile containing a valid country code/mobile telephone number, who have not already selected a preferred method of receiving Pre-Trip Notifications, (E-mail, SMS, Mobile Push Notification) previously, will be automatically  selected to receive Pre-Trip Notifications via SMS-Text.

  • When updating an existing passenger profile via the website, mobile app, or the Customer Engagement Center, you will be required to select at least one delivery method for Pre-Trip Notifications (E-mail, SMS, Mobile Push Notification).

  • When creating a new passenger profile via the website, mobile app, or the Customer Engagement Center, the default settings for Pre-Trip Notification delivery will be SMS-Text, when country code/mobile telephone is included or to E-mail where no country code/mobile telephone number is included.  The user can always change the delivery method by changing their settings in their passenger profile.

  • For users booking through automated booking channels (Deem, Groundspan, CESDirect and other proprietary technology services) the default settings for Pre-Trip Notification delivery will be SMS-Text, when country code/mobile telephone is included in the reservation or to E-mail where no country code/mobile telephone number is included.

  • Passengers will not receive a Double Opt In request when SMS delivery is selected Pre-Trip Notifications.  Any other SMS notification opted in will generate the Double Opt in request to the Mobile number from the Primary Address.

Q: How do I unsubscribe from Pre-Trip Notifications?
A: If at any time you decide you would like to stop receiving Pre-Trip Notifications, you can opt-out by replying STOP to any message sent to your mobile phone.

You can also opt-out by visiting the account settings options of your passenger profile and changing your notification preferences.

Q: Why can’t I choose to opt-out of certain notifications?
A: Certain Notifications such as On-Location Notification and the 24-Hour Pre-Trip Notification are mandatory and a key part of the traveler’s experience with Carey International services.  These notifications help our clients locate their vehicles at the pick-up location as well as confirm that the pick-up time and/or location is still correct 24 hours prior to service.

Q: Why does Carey require the passenger’s mobile telephone number?
A: Carey International requires a mobile phone number in order to provide the highest level of service to our customers.  Carey International may contact the traveler at any time via the passenger’s preferred communication channel, SMS-Text, E-mail, or Mobile Push Notification for the sole purpose of sending vital trip information including On-Location Notifications and Pre-Trip Notifications.  Carey International does not utilize this information for sales or marketing purposes and it is never shared with any partner or third party vendor.

Q: In which cities are notifications currently available?
A: Notifications are currently available for all Embarque service areas and select Carey service areas within the United States.

Q: Why am I not receiving notifications for my trips?
A: There are several reasons a passenger or arranger may not receive a notification?

  • You are booking travel in a city that does not currently possess the proper updated technology platform and notifications are unavailable.

  • Your passenger profile information is incorrect and needs to be updated.

  • An outage of the Notifications system has occurred.

Q: How do I register?
A: Visit www.carey.com then click on the “login/register” button in the top right corner, select “register”, then enter the required information, including your e-mail address and office or mobile phone number, in the form provided, and choose “submit”. If your information was located in our database, you will receive a confirmation e-mail to the e-mail address you provided in your registration form. Otherwise, you will be directed to provide additional details to complete your registration.

Q: Where do I log-in?
A: Visit www.carey.com then click on the “login/register” button in the top right corner, and select “log-in”. Enter your e-mail-address and password when prompted. If all of your information is correct, you will have successfully logged in.

Q: How do I sign up for an account?
A: Visit www.carey.com then click on the “login/register” button in the top right corner,” you should see the option to “Request Account.” Click on this selection and fill out the required “Account Setup Form.”

Q: How do I book a reservation?
A: Passengers can book reservations from several different screens on the Carey website. Once logged in, they can book from the “+ Reservation” button on the upper right-hand corner of the welcome page. After this button is selected, the user will be prompted to enter in specific trip information. You can also book a reservation without logging in from the “Get a Quote” button on the homepage. If you are arranging travel for someone else, you will be directed to register on Careyconnect.com

Q: At registration and log-in, I am receiving an error that says ‘please enter a valid email address’?
A: You must enter the “@” sign and the full email address (i.e. jane.doe@gmail.com –not jane.doe) or you will receive an error message that states, “please enter a valid email address.”

Q: Why do I have to change my log-in information?
A: In order to streamline the booking process and eliminate the risk of duplicate passenger profiles that may lead to a service issues, passengers are now recognized by their e-mail address or mobile telephone number to assure that every time you access the passenger profile, the correct profile is displayed and updated with any changes real-time.

Q: What if I forgot my password?
A: Click on “Forgot password?” listed in blue font on the Login page. The system will prompt you to enter the email address you used to register, then click on “Reset Password.” If the system recognizes the email, you should receive a message that states instructions for resetting the password have been sent to the email address provided. You will then receive an email which will provide you with a temporary password and a link directing you back to the website. For security reasons, no one at Carey is able to see your password; therefore, we are unable to provide you with this information over the phone. IF YOU DO NOT RESET YOUR PASSWORD WITHIN 24 HOURS OF RECEIVING THE PASSWORD RESET EMAIL, YOU WILL HAVE TO REPEAT THE RESET PASSWORD PROCESS ALL OVER AGAIN.

Q: What if I forgot my log-in ID?
A: Your log-in ID is the email address you used to register with Carey.com. If you have forgotten the email address you used, you will have to re-register. If the e-mail address is recognized during the registration process, you will be prompted to reset your password.

Q: Can I update/change my email address, but still access my profile information?
A: Our Account Services department is the only group that has access to update email addresses. Account Services can be contacted at 800-406-0941 account.services@carey.com

Q: I need to change the way my account is set up (i.e. to add an authorized arranger). What do I need to do?
A: Our Account Services department will need to assist you, Account Services can be contacted at 800-406-0941 account.services@carey.com

Q: How do I change my password?
A: There are two ways to change your password. 1) If you need to change your password without logging in, click on “Forgot password?” listed in blue font on the Login page. The system will prompt you to enter the email address you used to register, then click on “Reset Password.” If the system recognizes the email, you should receive a message that states instructions for resetting the password have been sent to the email address provided. You will then receive an email which will provide you with a temporary password and a link directing you back to the website. 2) If you need to change your password once logged in, click on the “my profile” button on the left, then select the “change password” option from the center of the screen. Enter your new password in each box provided, and click “save”.

Q: I am receiving a message stating, “We are unable to complete your login request”. Please call 800-406-0941?
A: This message indicates that there is an issue with the account trying to be accessed that cannot be addressed without assistance. Our Account Services Department can be contacted at account.services@carey.com or 800-406-0941

Q: Why can’t I view Carey.com in Internet Explorer?
A: Carey.com was designed to work with modern browsers Google Chrome 26.0, Firefox 20.0, Internet Explorer 9 and above. With IE 9 and 10, user must have no compatibility settings in order to log-in.

Q: I have not yet received approval to use the account I am supposed to be linked to, and I urgently need to book a reservation. How do I expedite this process?
A: For security purposes, a notification has been sent to the arranger asking him/her to approve or deny your request to access a certain account number. You may contact the arranger to ask him/her to approve this request and to give you access to the account.

Q: Where do I add or edit my profile information (email, password, accounts, phone number, etc)?
A: You can go into the “My Profile” link to add or edit profile information.

Q: Where do I enter my account information?
A: You can go to the “My Profile” link to add or edit account information.

Q: How do I stop receiving SMS notifications?
A: You can go into the “My Profile” tab/screen to add or edit notification preferences. Check the box to “opt-out” from next to SMS

Q: I received a notification stating my chauffeur was on location when I was in one city, but I never received a notification when I was in a different city. Why is this?
A: On location notifications are currently available in select U.S. cities. These cities include Boston, Chicago, Dallas, Detroit, Los Angeles, Miami, New York, Philadelphia, San Francisco, Stamford, and Washington, D.C.. Carey International is working to provide on location notifications in every city in the near future.

Q: I received a notification stating that my travel arranger/executive assistant wants to access my passenger profile, what does this mean?
A: By approving this request, the requester will have access to view and modify your profile information, make reservations for you, and monitor your trip status/information, including trip history. By denying, the arranger may still book reservations on your behalf but will not have any access to profile details (including addresses, and payment information) or trip history.

Q: I received a notification stating someone is trying to access my passenger profile. I don’t know this person. What should I do?
A: Please select the deny option; the arranger will not be allowed to access your profile.

Q: Can I opt-out of all notifications?
A: No. Currently, the following notifications are mandatory—meaning there is no option to opt-out. To avoid incurring a cost to the customer, the default method for sending mandatory notifications is email. Mandatory notifications include: Welcome to Carey International, Password Reset, Booking Confirmations, Booking Modifications, Booking Cancellations and Profile Modifications.