FAQ

HOW IT WORKS – FAQs

Frequently Asked Questions

1. Do the shuttles run on-time?
All times posted on our website are “scheduled”, 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.

Occasionally, it may become necessary to change departure times in anticipation of travel conditions, road closures or weather conditions. Schedule changes occur to prevent lengthy delays. A schedule change is not a trip cancellation or delay; however, the schedule change can be up to 4 hours prior or 4 hours later than originally published. Full or Partial refunds are not available for schedule changes and we apologize in advance for any inconvenience it may cause.

2. How do I find schedules and fares?
Fares and schedules vary depending on the date you travel. We offer several options for pick up locations and drop off locations.

To find the information you’re looking for, please follow these three easy steps on our website:

1. On the reservations page choose your desired departure and arrival city from the drop down menus.
2. Select your desired service – all of the fares and travel information will be available for your review.
3. Complete your transportation Reservation Form, Click Submit and your shuttle trip will be all reserved and confirmed! It’s that easy!

We would like to remind you to book your transportation early. Fares increase the closer to departure as seats are sold. To obtain the best possible fares, you will want to book as far in advance as possible.

All passengers must have their own ticket. Children under the age of 2 must have their own ticket to provide them with their own seat, for the sole security of the child and the parents in accordance with state of Florida transportation statutes (FL Statute 316.613). For more information visit: Florida State Department of Transportation

NOTE: Presently, we do not offer discounts for Senior Citizens or Children. All passengers requiring a seat pay the same fare.

3. What do I need to get on the bus?
All you will need is a Reservation Number (Transaction ID) and a valid Photo Identification such as a Passport, Drivers License, College or Work ID for all passengers over the age of 18. Passengers under 18 do not require a Photo ID.

IMPORTANT!
1. Because we are a “Go Green” Company, we are 100% paperless and do not require a Paper Ticket.

2. All confirmed reservations are given a Reservation Number (Transaction ID) to identify that the reservation is valid.

3. All fares are PER PERSON for our Scheduled Shared Shuttle Service.

4. There is no sales tax on transportation in the State of Florida.

5. Driver Gratuity is not included in your fare and is always appreciated by the driver if you are satisfied with your transportation service!

4. Do I need to make a reservation?
Yes! Due to recent changes in security measures, NO passenger will be permitted to board any shuttle without an advance prepaid reservation.

NOTE: Passengers who come to a station without a reservation will be denied boarding and will be instructed to either purchase a ticket on-line or by calling the reservations center. Payments are not accepted at any station location or on-board the bus for safety and security purposes.

We do not accept cash under any circumstances at any Station Location! We ONLY accept Visa, American Express, MasterCard, Discover, Visa Check Debit Cards and MasterCard Check Debit Cards.

5. Can I bring my pet on-board the bus with me?
NO, we do not allow any animals on-board any shuttle at anytime with respect and courtesy to fellow passengers.

6. What is the luggage policy?
Each passenger is permitted to have a maximum of 2 (two) pieces of Checked Luggage (1st is free and second at $10) and 1 (one) Carry-On Bag free!

Restrictions: Checked pieces of luggage may weigh no more than 50 pounds and be no larger than a large suitcase or duffel bag. (Example: A 52 inch flat screen television is not a piece of luggage)

Carry-On Bags: No carry-on item may exceed overall dimensions of 55 inches (length + width + height). All carry-on items must fit under the seat. Any heavy item must be placed underneath the customer’s seat. Any item with inflexible surfaces must be placed underneath the customer’s seat or flat on the floor of an overhead bin.

IMPORTANT!
1. Customers checking in more than 2 Pieces of Luggage must reserve an extra seat for the additional 1 or 2 bags.
2. Customers checking in luggage weighing more than 50 pounds will not be allowed on board.
3. Customers with over-sized items MUST contact us prior to reserving to verify if such items will be permitted on board.

NOTE: Carry-On and Checked Luggage acceptance is at the sole discretion of the agent and/or driver.

The following items and activities are prohibited:

* Weapons of ANY kind
* Illegal Substances
* Decorations
* Alcoholic Beverages
* Smoking
* Glass containers
* Golf shoes or other shoes with spikes
* Generators or non medical oxygen containers
* Tap beer is not allowed on any shuttle

7. What if I need to change my travel plans?
Customers who have a confirmed reservation made through our website or by telephone is entitled to make changes to their travel plans at a fee of $10.00 per person plus any additional fare changes. All travel changes MUST be completed through our Reservations Department online by sending email to: reservations@shuttlehopper.com

Please include Transaction ID (Confirmation Number) available when submitting changes to the Reservations Department. Changes of travel within 48 hours of travel under any circumstance is 100% Non-Changeable and Non-Refundable. Travel purchased using a promotion code is 100% Non-Cancellable, Non-Changeable & Non-Refundable. This includes our “Last Minute Specials” and “Last Minute Reservations” as well.

If you attempt a charge back because you did not qualify for a refund, please note our procedure. We will respond to such charge backs immediately. We then depending upon the dollar amount can/will file charges of credit card fraud with the County Sheriff (Please note that the dollar threshold in Florida is very low to become a felony). You can also be subject to civil penalties of up to 3 times the amount of booking or a minimum of $200.00, plus court cost and legal fees. We also may send your information to our associations and other transportation companies impeding your ability to get transfers in the future within the State of Florida. ShuttleHopper as well as other transportation companies have zero tolerance for credit card fraud and work together to combat it.

8. What is the refund and cancellation policy?
Customers who cancel a transportation reservation made through our website are entitled to a refund minus a $10.00 per person each way. In order to receive a refund, you must send an email to: reservations@shuttlehopper.com 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 telephone. Travel purchased using a promotion code is 100% Non-Cancellable, Non-Changeable & Non-Refundable. This includes our “Last Minute Specials” and “Last Minute Reservations” as well.

If you attempt a charge back because you did not qualify for a refund, please note our procedure. We will respond to such charge backs immediately. We then depending upon the dollar amount can/will file charges of credit card fraud with the County Sheriff (Please note that the dollar threshold in Florida is very low to become a felony). You can also be subject to civil penalties of up to 3 times the amount of booking or a minimum of $200.00, plus court cost and legal fees. We also may send your information to our associations and other transportation companies impeding your ability to get transfers in the future within the State of Florida. ShuttleHopper as well as other transportation companies have zero tolerance for credit card fraud and work together to combat it.

9. What is the Unaccompanied Minor Policy?
To ensure a safe, pleasant travel experience, unaccompanied minors should be booked on trips that will arrive at the final destination between 6:00 am and 7:00 pm local time. We do not accept unaccompanied minors on any last trip of the day.

We define an unaccompanied minor as a child at least five (5) years of age but less than twelve (12) years of age who is not accompanied by a customer twelve (12) years of age or older.

Unaccompanied minors will be accepted for travel, with limitations, based on their itinerary. There is no fee for Unaccompanied Minors.

We take every measure to ensure all children traveling alone are protected and special provisions are made for unaccompanied minors. Although children 12 years and older are eligible to travel as an adult without being subject to the unaccompanied minor restriction, registering a child as an unaccompanied minor ensures that the child will be in our custodial care at all times.

Please advise the check-in agent or bus driver if the reservation is for an unaccompanied minor. We will need information regarding the individual designated to take custody of the unaccompanied minor at the final destination. The designated individual will be required to present positive identification.

Originating City – Seeing off your Unaccompanied Minor:
We ask that you have the unaccompanied child check in at the departure location at least 20 minutes prior to scheduled departure. The child will be courtesy-boarded and identified to the driver as an unaccompanied child. Unaccompanied children arriving after the courtesy-boarding process has been completed will be boarded last, to ensure identification to the driver. The person escorting the unaccompanied minor to the station must remain at the station until the bus departs.

Destination City – Meeting an Unaccompanied Minor:
The child will be escorted off the bus by the driver and released ONLY to the designee. We will require the person picking up the unaccompanied child to produce positive identification. If an unaccompanied minor is not met at the destination, we will make every attempt to reach the adult sending the child or the adult responsible for meeting the child. If we are unable to make contact with the adults listed in the reservation the Unaccompanied Minor will be returned to his/her originating city at the expense of the adult who sent the unaccompanied minor.

10. What if I don’t have a cell phone?
We ask that our customers provide us with contact information for the day of travel. If you do not have a cell phone number, we will ask that you contact our Dispatch Desk at: ………….. when you arrive to the United States or an hour prior to travel to reconfirm your trip and obtain the information necessary. Primarily, this is for Door-to-Door shuttle Service.

As a reminder, we are unable to dial telephone numbers outside of the USA. If you have a cell phone number based outside of the United States, we will ask that you call our Dispatch Desk at: ……………..

NOTE: We DO accept Hotel Telephone Numbers without ROOM Numbers!