Frequently Asked Questions

We recommend booking at least 24 hours in advance for scheduled medical appointments. For same-day rides, call us directly at (555) 123-4567 — we often accommodate urgent requests within 2-4 hours depending on availability.

Yes! Set up weekly, bi-weekly, or daily rides for dialysis, chemo, therapy, or other recurring appointments. Book once, and we'll handle the rest automatically. You'll get SMS reminders the night before each ride.

Call or text us as soon as you know. We can adjust your pickup time up to 2 hours before the scheduled ride at no charge. Last-minute changes (under 2 hours) may be subject to availability.

Yes. For medical appointments, we include up to 30 minutes of complimentary wait time. After 30 minutes, each additional 15 minutes is $10. Airport pickups include 60 minutes of free wait time (we track your flight).

Yes. No surge pricing, no hidden fees. The price you see is the price you pay. We calculate based on actual driving distance (not "as the crow flies"). Your total fare is shown before you confirm your booking.

Currently, we're private-pay only. However, we can provide itemized receipts for you to submit to your insurance or HSA/FSA for reimbursement. Many of our clients get partial reimbursement this way.

We accept all major credit cards, debit cards, and cash. Payment is processed after the ride is completed. For recurring rides, you can save a card on file for automatic billing.

Yes! Book a round-trip (to your appointment and back) and save 10% on the total fare. This is perfect for dialysis patients or regular treatments.

Our fleet consists of pristine Toyota Prius and RAV4 vehicles — comfortable, clean, and well-maintained. All vehicles are non-smoking and sanitized between rides.

Currently, we specialize in ambulatory transport only — for patients who can walk with minimal or no assistance and can transfer into a standard vehicle. We are expanding to Wheelchair Accessible vehicles in Q3 2026.

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Absolutely. One companion rides free. Additional passengers are $5 each. Just let us know when booking so we can send the right vehicle size (RAV4 for multiple passengers).

Yes. Our RAV4s can accommodate walkers, canes, small oxygen tanks, and personal items. Let us know what you're bringing when you book so we send the appropriate vehicle.

We serve Aurora, Naperville, and surrounding suburbs including Oswego, Plainfield, Montgomery, and Batavia. Airport service covers O'Hare, Midway, and Rockford.

Yes. We offer comfortable city-to-city and out-of-town medical transportation in our RAV4 fleet. Perfect for specialist appointments in Chicago or other cities. The same transparent flat-rate pricing applies — no surge, no surprises.

Yes — hospitals, clinics, dialysis centers, therapy offices, dental appointments, and more. If it's a medical or wellness appointment, we'll get you there.

Every ProLink driver is background-checked, CPR certified, and trained in patient assistance and mobility aid handling. They're professional, compassionate, and experienced with senior and medical transport.

Yes — that's our "door-through-door" service. Your driver will walk with you from your front door, assist you into the vehicle, and escort you all the way inside your destination, ensuring you're safely checked in or with staff before leaving.

All drivers are vaccinated and follow CDC guidelines. Vehicles are sanitized between rides, and drivers wear masks upon request. Hand sanitizer is available in every vehicle.

If you've ridden with us before and had a great experience, you can request a specific driver when booking. We'll do our best to accommodate based on their schedule.

Yes. For airport pickups, we monitor your flight in real-time. If your flight is delayed or arrives early, we adjust automatically. No extra charge for flight delays.

For departures: Curbside pickup at your terminal. For arrivals: Your driver meets you at baggage claim with a sign bearing your name, assists with luggage, and escorts you to the vehicle.

Yes. All airport rides have a $15 minimum fare, which covers the first 7.5 miles. This ensures we can provide the extra service (flight tracking, meet & greet, luggage assistance) that airport rides require.

• 24+ hours notice: Full refund
• 2-24 hours notice: 50% refund
• Less than 2 hours: No refund (we've reserved the time slot)

If you're not available at the scheduled pickup time and we can't reach you within 15 minutes, the ride is considered a no-show and you're charged the full fare.

We guarantee on-time pickup within a 15-minute window. If your driver is more than 15 minutes late (not due to traffic or weather), your ride is 50% off. Our current on-time rate is 98%.

No — you can book via phone, website, or app. The app adds convenience (live tracking, trip history, one-tap rebooking), but it's not required.

Yes. They can book on your behalf and receive updates. Just provide the passenger's name and phone number so we know who we're picking up.

Call us directly at (555) 123-4567 or email feedback@prolinktransport.com. We read every review and use feedback to improve. If you had a less-than-perfect experience, we'll make it right.