SuperShuttle Express and ExecuCar FAQ’sTop Questions:

• 1. How to get a quote?

 

• 2. How do I cancel?

 

• 3. What is your cancelation policy?

 

• 4. What are the luggage restrictions for your service?

 

• 5. Do you provide car seats if needed?

 

• 6. What is your pet policy?

Booking, Payment & CancellationsHow do I get a quote?To get a quote, visit our Fare Quote tool located on the top of our home page, on our mobile apps or call our Customer Care Center at 1 800BLUE VAN (258-3826). Pricing is subject to change without notice at any point between quote request and final booking.What is the difference between a SuperShuttle shared ride and SuperShuttle Express? SuperShuttle shared ride will be making multiple stops on the way to your destination. SuperShuttle Express is a direct ride to/from the airport. The vehicle type used in SuperShuttle express is not guaranteed and could be a van, minivan, taxi, car, sedan or SUV.What is the difference between SuperShuttle Express and ExecucCar? Execucar uses either a luxury sedan or SUV depending on which type of service you have requested. In the event you ordered a sedan, and one is not available, an SUV may be sent instead. The vehicle type used in SuperShuttle Express could be a van, minivan, taxi, car, sedan or SUV.How do I cancel my reservation? We understand your travel plans may change, so we offer a very simple cancellation policy. Regardless of whether you made your reservation online, via mobile app, or by dialing our 800 number, just give us 24 hours’ notice prior to your pickup time and we will give you a full refund. We recommend canceling online.SuperShuttle is unable to refund payment if cancelled with less than 24 hours’ notice prior to pickup time or in the event of a no-show. Credit card refunds are submitted to the financial institution within 1 business day, but it may take several days to be reflected on your statement; please check with your financial institution for more information. View the complete Cancellation policy here. Click here to cancel a reservation.When I make a reservation, why do I need to prepay? Reservations for rides to/from the airport serve as a prepayment and are designed to save customers time and energy in using our service. We recognize that the majority of our guests prefer to pay for travel expenses by credit card. After a long trip, it’s one less thing to worry about, which is why prepayment has become the norm for the travel industry. Prepayment also allows us to boost efficiency of our service.Can I use direct billing? In most markets, direct billing is not available. However in certain situations and depending on frequency and volume of use it may be possible to provide a credit card to cover all expenses for a group. The credit card would be charged immediately after the group transportation is provided or weekly, depending on whichever comes first. You will need to call the individual market for further details and availability.I purchased a voucher. Do I still need to make a reservation? Unfortunately, SuperShuttle Express does not accept any vouchers at this time.How do I earn frequent flyer rewards? Unfortunately, SuperShuttle Express does not provide frequent flyer rewards. We hope to have our own rewards program in the future.Do you have an international toll-free number? We do not currently offer an international toll-free number for international travelers. Instead, we offer 24-7 online booking options. Customers are also welcomed to call our toll-free line using a landline phone while stateside. (1 800BLUE VAN (258-3826)). If for any reason you need to call us from outside of the U.S., we are not responsible for phone and SMS fees that may result. For customers using our service in France, you can also book using the website for our Paris location.General ServiceWhat are the restrictions on luggage?Our luggage policy is outlined by the type of service you are requesting. When making your purchase carefully review the luggage restriction which is in compliance by the luggage capacity of the vehicle. Bringing excessive or oversized luggage may result in an inability to provide service or additional cost by having to order an addition vehicle.As a rule of thumb, luggage is considered to be oversized if it exceeds 50 pounds, the total dimension for your checked bag exceeds 80 inches when adding length, width, and height, or if you’ll be carrying a surfboard, pet crate, skis or other large items, please click here to learn more about what’s permitted and related fees. For needs outside of those listed, please contact customer care.How old must I be to travel alone?Children under the age of 16 years old must be accompanied by an adult.How do I find you at the airport?Due to security considerations, airports do not allow us to have vans lined up at the curb waiting for individual travelers. If you book a reservation with us in advance, this means a van will not necessarily be waiting for you at the curb when you arrive. However, we do have vans waiting close by, in a ‘holding lot’ near the airport.Every airport has different instructions to find our services after your arrival. Detailed instructions on how to connect with your ride are included in your conformation along with a phone number from the service provider in that market. In most markets you will receive a text message from your driver prior to arrival. You can also review the web site for further information.If you have not received an email confirmation for your reservation, you can request one here or if you have further questions, please call Customer Care at 1-800-258-3826, 24 hours a day, for further assistance.How many stops will the SuperShuttle van make?This all depends on the type of service you book. SuperShuttle Express and ExecuCar are both direct service, meaning no additional stops will be made between the airport and your drop off or pick up location. Should you choose the shared ride service, the number of stops made varies from city to city and is based on population density and vehicle size. Since rides are grouped geographically, stops are likely to be in quick succession due to higher density. For areas that are more spread out, smaller vans and fewer stops are likely but will also be more spread out in time and distance. Number of stops will also vary upon time of day, time of year, and the number of passengers going to or from your area. To learn more, click here.How many people can fit into a van?Vehicle capacity varies by service provided and location and are clearly described by vehicle type at the time you make your reservation.What does riding at your own risk mean?In a nutshell, riding at your own risk means that you have booked with a pickup time outside of those times recommended by our system to ensure timely arrival. For customers booking pickup later than the recommended times, SuperShuttle is not responsible for fees resulting from a missed flight. For more information on riding at your own risk, click here.Children, Pets, and Special NeedsI am travelling with children. Do you provide car seats?SuperShuttle Express and ExecuCar does not provide car seats and it is the parent or guardians responsibility to provide and install car seats. If federal, state, or local law requires your child be secured in a child safety seat, please bring one. We do not provide child safety seats and likely will not be able to provide service without one. You can learn more about safety restraint laws for your destination here.Do you allow pets on your vehicles?Our policy regarding the transport of animals is designed to ensure adequate space for the kennel(s), your baggage, and the baggage of other passengers in our vans. All animals – excluding service animals – must be kenneled to board the vehicle. Kennel guidelines are as follows:

• Less than 25 pounds: Lap carrier permitted.
• More than 25 pounds: MUST be reserved as Exclusive (Private) Van

Per ADA requirements, the restrictions above do not affect Service Animals. For more information on Service Animals and Accessible Service, click here. Travelers with pet allergies are advised that other passengers on your vehicle maybe traveling with a pet or service animal.Feedback and Customer Service ConcernsHow do I file a customer service concern?The best way to file a customer service concern is to go to our web site and click on the “contact us” button located at the bottom of the page. Be prepared to include as much information as possible including your confirmation number in order to have your concern resolved quickly.I filed feedback to customer service. When will I hear from them?Customer Care responds to feedback reports for reservations in the US within 3 to 5 business days. If for any reason you have not heard back regarding your inquiry, please contact Customer Care using the information on our Contact page.Help! I’ve left something in the van. What do I do?If an item is lost or left behind while using our service, we recommend calling the service provider identified on your confirmation page. You can also call the driver direct should you have their number. In the case you cannot get in contact with the provider, you should submit a claim on our web site and click on the “contact us” button located at the bottom of the page. Be prepared to include as much information as possible including your confirmation number and city in order to have your concern resolved quickly.We are not responsible for lost or damaged belongings. To review our terms of service, click here. For tips on keeping your belongings safe while traveling, click here.Business OpportunitiesHow can I become a driver?To learn more about becoming an operator for SuperShuttle, please check out our “Drive With Us” on the tip of our home page. To learn more about specific markets, please contact the local team in the city you are interested in serving.SuperShuttle OnlineWhat are the benefits of making my reservations at SuperShuttle.com or by using the app?When you book your reservation online, you save the time and hassle of paying onboard the vehicle, plus you automatically save $3 each way by booking online.Do I have to register online to book a reservation?You do not need a SuperShuttle.com profile to make a reservation, but it does make the process easier. Registering ensures we’ve got important information – including frequently used addresses, frequent flier accounts etc.-making future reservations quicker and easier. You’ll also be able to view previous reservations, cancel your reservation online, or view the details of upcoming reservations.How do I get a login account?You can create a login account by clicking here, or by visiting the Shuttle page.SuperShuttle.com logins also work on our mobile app.Help! I forgot my password.The login page contains “forgot password” link with instructions on how to reset your password.Is my information secure?Yes. Keeping your personal information and any credit card information secure and confidential is one of our most important responsibilities. Any information that is exchanged between your computer and our server during our web-based reservation process is SSL 128-bit encrypted. This can be verified by the following methods: The URL should begin with “https.” This indicates a secure connection. You should see a padlock icon in the status bar area of your browser when viewing encrypted pages. You can DoubleClick this padlock to view information regarding the security certificate of any site.We hope these measures provide the reassurance needed to use our online reservation system. If you still do not wish to exchange personal information over the web, please call our toll-free reservations center at (800) 258-3826and we will be happy to assist you over the phone. Please do not send credit card information via email for booking purposes.Does SuperShuttle have a Privacy Policy?Yes, SuperShuttle does have an online privacy policy. You can view it here.