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Frequently Asked Questions
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We rely on our customers to take the time to review the information on our website, then book online for the lowest possible fares using our 100% Secure Reservations System. This allows us to offer the lowest possible fares. If you wish to book your travel with the assistance of a Reservations Agent, we will be happy to do so with a $10.00 per person convenience fee. (See why it’s best to book online?)
Real Quick Tips:
The most common question we are asked is "When should we book our reservation?" The answer is -
AS SOON AS YOU
BOOK YOUR FLIGHT! Why? The answer is simple - we, like most ground transportation companies, are extremely busy on Thursdays, Fridays, Saturdays, Sundays and Mondays and there are only a limited amount of vehicles in our fleet. Additionally, there are only a certain amount of trips assigned to each vehicle on a daily basis. In short, waiting to the last minute could result in your reservation being denied based on the fact we have reached capacity. Additionally, the fares on our website all require a 14 day advance purchase. Travel booked within 14 days is additional so it is wise AND cost effective to book early.
Fares are cheapest when you book in advance! Fares increase the closer you get to your travel date!
All of the fares on our website are based on a 14 day advance purchase.
Fares booked within 14 days of travel are 10% higher.
Reservations can be booked online 24 hours a day! Booking online is
safe, easy, secure and convenient! Our online booking system is 100% Secure and offers you the ability to take your time and ensure 100% accuracy
Advance Reservations Are Required! We require advance reservations. You can book up to 1 year in advance!
Driver Gratuity is already built into your fare and is all inclusive. All fares include the gratuity for the driver. There are no additional fees for taxes, tolls, parking etc. Our fares include everything!
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Refund, Cancellation & Travel Change Policy
How much is the Driver's Gratuity?
It is based on 20% of the trip fare. Driver Gratuity is already included in your fare. If you feel that your driver has gone above and beyond, you are more than welcomed to offer an additional gratuity, however, it is completely up to you.
Will the driver wait for us if we need to use the restroom or stop at a
Pharmacy or Grocery Store?
If the driver's schedule permits, a complimentary 10 minute grocery stop may be granted, however, it is based solely at the discretion of the driver and his/her schedule.
Is there an additional charge for making a 2nd Stop?
Yes. If you are making an additional stop within the same city, the additional fee is $25.00. If you're making an additional stop in a different city, the additional fee is $25.00 plus any fare difference.
What is the policy of Child Safety Seats / Child Restraint Devices?
We do not offer car seats, however, you are more than welcomed to bring your own. They must meet the same standards as the airline requires. Please note that the State of Florida does not require the use of Child Restraint Devices in commercial vehicles.
A Word On Child Restraint Devices (Car Seats)
We are often asked if we supply Child Restraint Seats onboard our shuttles. The answer is no, we do not. The United States does not require children to travel in Car Seats in commercial vehicles. Parents are encouraged to bring their own car seats if they choose. We have heard parents say that they don't believe it's safe for a child to travel in a shuttle without a car seat. We understand the concerns parents have and offer this advice. Most Commercial shuttles have a maximum speed governor of 70 Miles Per Hour....an airplane travels at speeds in excess of 500 miles per hour. In short, we encourage you to bring your car seats for your children when you travel.
What kind of shuttle will we be riding in?
Due to the nature of our business in providing high quality low fare transportation, we are never able to “guarantee” a certain type of vehicle. We utilize 57 Passenger Motorcoahces, 21 Passenger Minibusses, 14 Passenger Vans, 10 Passenger Vans, 7 Passenger Vans and 4 Passenger S.U.V.’s
Are the shuttles guaranteed to be on-time?
We make every effort to pick up customers within the time requested, however, due to traffic, weather conditions and other circumstances that are beyond our control, we cannot be held responsible for late departures and/or arrivals. Just like in air, rail and sea travel, there are no refunds or partial refunds for delays. When it comes to transportation companies, whether it be ground, rail, air or sea – no transportation company can offer a guarantee of an on-time departure.
When should I make a reservation?
This is our most commonly asked question and the simple answer is - Now! If you're already booked your flight, this is the time to book your transfers. We, like all other ground transportation companies, have a limited number of shuttles and time slots available. Once they are booked, we cannot take additional reservations. What does this mean to you? It means that you'll be forced to take a taxi which could result in you spending more than twice the amount of money than our published fares. Taxis are more expensive because they are "on-demand" and just like the airlines; they charge a higher rate because they are booked last minute. It's a matter of supply and demand. The best advice we can give you is to book as far in advance as possible. We accept reservations up to one year in advance. Waiting until the last minute is not a good idea.
How do I make a reservation?
We offer two different ways to make a reservation with us. You can book online 24 hours a day on our website. Our online reservations forms are easy to complete. Simply follow the step-by-step instructions on the form. Our Reservations System is hosted on a 100% Safe & Secure Guaranteed! You can call us at 888-872-9992 and Press Option 2 (From outside the USA, please dial 01-407-442-2810. There is a $10.00 each way convenience fee for all reservations made by telephone. To avoid paying this fee, we encourage you to book online.
What forms of payment are accepted?
We do not require a deposit to hold your reservation. Our reservations system is mocked after an airline's reservation system and as such, 100% payment in full is required at time of booking. We accept Visa, MasterCard, Discover Credit Cards and ATM Check Debit Cards. We do not accept Cash or American Express.
Do I have to confirm my trip?
The day before your trip, our Dispatch Desk will e-mail you a final confirmation containing your Driver’s Name and Direct Cell Phone Number. If there are any questions about finding your driver, please call our Automated Trip Confirmation Line at 888-872-9992 and press Option 3 (From outside the USA, please dial 01-407-442-2810
Will I be sharing my shuttle with other people?
We offer both private and shared shuttles! If you are looking for an exclusively private shuttle, you will be given the option of indicated “No, I do not want to share my shuttle” and we guarantee that your group will be the ONLY passengers on-board. As a special incentive, we gladly provide for a $10.00 each way incentive for those smaller groups who desire to share their shuttle with another small group.
REFUND, CANCELLATION & TRAVEL CHANGE POLICY
What is the Cancellation and Refund policy? Customers who cancel a reservation made through our web site or by telephone may be entitled to a refund minus a $10.00 each way processing fee. In order to receive a refund, you must call the Group Sales Desk at 888-872-9992 Option 2 and travel cannot be within the next 48 hours. Cancellation of travel within 48 hours of travel under any circumstance is 100% Non-Refundable. Cancellation requests are not accepted by e-mail. Travel purchased using a promotion code is 100% Non-Cancellable, Non-Changeable & Non-Refundable. This includes our “Last Minute Specials” or any type of discounted fare using a Promo Code as well.
What is the Travel Change policy? Customers who wish to make changes to their existing reservation are subject to a $10.00 each way processing fee. To make any changes, you must call the Group Sales Desk at 888-872-9992 Option 2 and travel cannot be within the next 48 hours. No changes are accepted within 48 Hours of travel.
The shuttle was late - do I get a refund? We make every effort to pick up customers within the time requested, however, due to traffic, weather conditions and other circumstances that are beyond our control, we cannot be held responsible for late departures and/or arrivals. Just like in air travel, there are no refunds or partial refunds for delays.
AIRPORT & HOTEL TO CRUISE PORT TRANSPORTATION
What time should I schedule my pick up at the Airport? Generally, we ask that you schedule your pick up from the airport 30 to 45 minutes AFTER your flight lands. This will allow you enough time to deplane, walk to baggage claim, claim your luggage and exit the terminal building to the ground transportation area.
What if my flight is delayed? Our Dispatch tracks all flights for incoming passengers. If your flight is delayed, in most cases, we will know before you do. Not to worry - our Dispatcher on duty will notify the driver and adjust their pick up time. There is no additional charge to you for flight delays.
How will I find my driver? It is important that you have contact with your driver. There is NO airport in the United States that will allow ANY vehicle (Commercial or Personal) to "sit parked" in front of the airport terminal waiting. The authorities will demand that the driver move the vehicle after 1 to 2 minutes. 1. We ask that you provide us with your Cell Phone number when you make your reservation. It is our policy that our driver calls you 15 minutes before your scheduled pick up time to coordinate the exact pick up location. 2. If you do not have a cell phone, don't worry – the night before your trip, our Dispatch Desk will e-mail you the Driver’s Name and Direct Cell Phone Number for you to call. Note: If you have a cell phone number OUTSIDE the USA, our driver will NOT be able to call you. You will need to call the driver.
Will I be able to be picked up or dropped off from my hotel?
Yes! There is no fare difference if you are being picked up or dropped off at a Hotel or Private Home within 5 miles of the air or seaport. The fares quoted on our website are based from the airport in each city. If you are being picked up or dropped off more than 5 miles away, the additional fare is $20.00. For 10 miles away, the additional fare is $25.00.
Here are some examples to Port of
Miami from Fort Lauderdale / Broward County Area: There is no additional fare for hotels within 5 miles from the Fort Lauderdale Airport or Port of Miami Coral Springs, Deerfield Beach , Margate, Pembroke Pines, Plantation, Pompano, Sunrise, Tamarac carry an additional fare would be $25.00 on top of the FLL Airport to Port of Miami Rate
Here are some examples to Port of
Miami from Miami Beach / Miami-Dade County Area: There is no additional fare for hotels within 5 miles from the Miami Airport or Port of Miami Miami Beach, Kendall and Miami Lakes carry an additional fare would be $25.00 on top of the MIA Airport to Port of Miami Rate
Here are some examples to Port
Canaveral from the Orlando Area: There is no additional fare for hotels within 5 miles from the Orlando Airport to Port Canaveral International Drive, Disney World, Kissimmee and Celebration carry an additional fare would be $20.00 on top of the MCO Airport to Port Canaveral Rate
CRUISE PORT TO AIRPORT & HOTEL TRANSPORTATION
What time should I schedule my pick up at the Cruise Terminal? Disembarking a cruise liner is different than deplaning. Please review the information below and plan accordingly!
Getting Off the Ship On most ships, you'll know it's disembarkation day because public address systems start bellowing the news rather early in the morning. But don't hurry. The ship has to be cleared by Customs and port authorities before you can actually leave. If you have a particularly early flight home, alert the purser's office at least a day in advance and they will give you priority disembarkation, as designated by the same color-coded tags on your luggage. If you have a later flight, kick back and enjoy another cup of coffee. This is not a process that goes particularly fast. Remember, you aren't allowed to get off earlier than the time designated by your luggage tags, but you can get off later.
Immigration Immigration authorities used to do a blanket clearance of the whole ship when the time came to disembark at a U.S. port. Only non-U.S. citizens or green card holders needed to meet with authorities. But in recent times, with concern over terrorists entering the U.S. and what not, everyone may be required to appear before authorities at some point during the cruise. If that's the case, listen to the public address announcements for details about the clearance meeting: You usually meet in some sort of lounge, all family members must attend, and you need to bring your passport or ID (details will be given on the ship).
Customs For cruises disembarking in the U.S., you will have to fill out a Customs Declaration form (one per family), which you'll receive on the ship -- if you get off the ship in Canada, you clear customs when you get to the airport; and for Europe cruises you clear Customs when you return to the U.S. Customs inspectors don't check each and every bag, but you don't want to get caught breaking the rules. There are stiff fines, for instance, for bringing back Cuban cigars. The standard allowance for a U.S. citizen is $800 per traveler (kids count too) in duty-free goods. That can include 1 carton of cigarettes or 100 cigars and 1 liter of alcohol if you are over 21. If you go over the limits you may have to pay a 10% tax
Interesting Fact Here's a fact for you...the
average cruise port receives 4 to 6 scheduled cruise
ships daily and they all arrive around the same
time. Passengers must disembark, claim their
luggage, then go through US Customs and Immigration
before actually being allowed to leave the terminal
building. All of Florida's Cruise Ports have one
road in and one road out to exit the Cruise Port.
Let's do some math...each cruise ship carries on the
average of 2000 guests and when you multiply that by
an average of 5 ships per port, that is 10,000
people all trying to leave the port at the same
time. Setting aside the newly arriving 10,000 guests
whom are leaving on their cruise that same day. So
now there is 20,000 people coming in and going out
of a cruise terminal. It can be quite the nightmare!
Book your flights accordingly!
What if we are delayed getting through Customs and Immigration?
If you are delayed going through US Customs and Immigration, you MUST contact your driver as soon as possible to notify them of the delay. There is NO additional charge for customers who are delayed in Customs and Immigration IF they call the driver before their scheduled pick up time.
How will I find my driver? The night before your trip, our Dispatch Desk will e-mail you the Driver’s Name and Direct Cell Phone Number for you to call. You can check your e-mail from the ship for about $2.00 Note: If you have a cell phone number OUTSIDE the USA, our driver will NOT be able to call you. You will need to call the driver Contact Information I still have more questions. What do I do? Contact Us |