Frequently Asked Questions

Review our FAQ to assist you in booking a ride and to get more info about our services. Still have questions?
Contact Us and a friendly, knowledgeable representative will help you.


Service from the Airport

  • Book online or over the phone in advance or at the airport* when your plane lands.
  • Gather your luggage and follow instructions to wait for your assigned vehicle.
  • Join the ride with, or pick up other passengers, going your way.

* While reservations are not required from most of our airports, not all airports allow bookings upon arrival.

Find Us at the Airport
The best way to find us at the airport is to use our mobile self check-in feature. When you make a prepaid reservation, opt in to receive text messages. When you arrive at your destination airport, a text message invites you to start the self check-in process.

If you don’t use our self check-in feature, in most cities you’ll find a SuperShuttle ticket counter or computerized kiosk inside the airport; in others, a member of our staff will be standing curbside to assist you. Check out our locations or your email confirmation for specifics on where to find us when you land.

Wait for Your Vehicle
Please be prepared to wait a few minutes after checking in with our counter staff, curbside representative, kiosk, or your phone . Due to security considerations, most airports do not allow us to line up vans at the curb. However, vans wait close by in a holding lot near the airport. The wait time between check-in and boarding varies depending on the volume of passengers, the number of terminal stops, airport traffic, and weather conditions.

Service from Your Home, Office, or Hotel

  • We recommend booking your ride at least 24 hours in advance.
  • Be ready to go at the beginning of your pre-arranged pickup window.
  • Join the ride with other passengers going to the airport. When you arrive, our driver will drop you off right outside your airline terminal.

At most of our locations, our vehicles are available to assist you 24 hours a day. Some cities have restricted hours during overnight periods. Additionally, many of our airport counters are not staffed 24 hours but offer after-hours phones and phone numbers for your convenience.

Our call center and dispatch teams are available to assist you 24 hours a day. Both our website reservations tools and our call center teams can provide additional information while booking. Book in advance to ensure the best service. Due to inclement weather and other emergencies, periodic closures may take place. Check our blog or contact us for more details.

Our 15-minute pickup window means that the van will normally arrive within 15 minutes of your scheduled pickup time. For example, if your pickup time is 10:00 AM, the van will typically arrive between 10:00 AM and 10:15 AM.

Please be completely ready to go and waiting at your pickup location at the beginning of your pickup window.

Our luggage policy closely follows that of airlines. For each passenger, two checked bags (e.g. suitcase, duffel bag) and two carryon items (e.g. diaper bag, laptop case, backpack, or purse) ride free!

Extra fees may apply if you have excess luggage, if your checked bag exceeds 50 pounds, if the total dimensions 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. Learn more about what's permitted and related fees. Contact us for needs outside of those listed.

Read our blog post for tips on packing light, luggage fees, and more details.

The best way to find us at the airport is to use our mobile self check-in feature. When you make a prepaid reservation, opt in to receive text messages. When you arrive at your destination airport, a text message invites you to start the self check-in process.

If you don’t use our self check-in feature, in most cities you’ll find a SuperShuttle ticket counter or computerized kiosk inside the airport; in others, a member of our staff will be standing curbside to assist you. Check out our locations or your email confirmation for specifics on where to find us when you land.

If you have not received an email confirmation for your reservation, you can request one, or contact us for further assistance.

The number of stops made varies from city to city and is based on population density and vehicle size.

The average amount of stops within a route typically consists of three to four stops. 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 also vary upon time of day, time of year, and the number of passengers going to or from your area. Read our blog post to learn more.

Since we can’t guarantee the sequence of pick-up or drop-off in advance of the ride, we recommend you speak with the curbside representative or the vehicle's operator directly to learn more about the route to which you were assigned. Check out our blog post for further explanation.

Vehicle capacity varies by service provided and location. Van sizes range from seven to 10-passenger vans.

Riding at your own risk means that you 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.

Read our blog post for more info on riding at your own risk.

Since our shared-ride vehicle operators are running on a strict timeline, they are unable to accommodate requests for extra stops.

If you would like to be able to make a pit-stop on the way to or from the airport, we offer charter services using both our classic blue van or our ExecuCar sedan and SUV option. With the hourly charter service, you can request the driver take you wherever you need to go: whether it’s for a caffeine fix or a four-course meal.

This is the most common question we receive from customers with an impending pickup. For a quick answer, visit the “Where's My Ride?” feature on our site, or download our app to use the in-app tracking.

Since we do not assign your route until you've found us at the airport and checked in with our representative on the curb, at the ticket counter, or by phone, shorter delays will not affect your reservation. If your inbound flight is extremely delayed and will arrive after the airport’s normal operating hours, call our team as soon as possible to notify our Customer Service Representatives who can then note the change in your reservation and alert Dispatch. Read our blog post to learn more.

Express service is a business-class, non-stop service offering direct transport to and from the airport. Unlike standard SuperShuttle service, the customer does not have to share the ride with other passengers. This service is available in select cities and usually priced between the cost of a shared-ride option and that of a private sedan or SUV.

Meet and Greet is a feature of our private ride services. The primary difference in service that when your plane lands, your vehicle's operator is waiting in or near the baggage claim. He or she will be dressed in uniform and holding a sign with either the official ExecuCar or SuperShuttle logo or – most likely – your last name. Once you connect with your driver, he or she will help you gather and move any luggage items in tow and lead you to the vehicle waiting nearby. This option is not available for shared-ride service.

ExecuCar is a sister brand offering a higher-end, private transportation service featuring direct routes to or from the airport. Our reservations system allows for price comparison and booking of both ExecuCar and SuperShuttle.

This private sedan service includes scheduled pickup for up to four passengers, and SUV options are available in many cities for up to six passengers. ExecuCar offers non-airport options, as well, including point-to-point and hourly charters.


We work to keep our pricing between the cost of public transportation and a private taxi cab ride. Check out an example of the typical cost for a ride to the airport in San Francisco.

While this example is specific to one city and rates do vary, the pricing differences shown below are representative of those found in the cities we serve across the U.S.

Keep in mind that public transportation options in some cities are limited and may not be conducive to traveling with luggage.

Our online booking tool gives you a fare quote when you enter your pickup and dropoff details. Or call our 24-hour Customer Care Center at
1 (800) BLUE VAN (258-3826). Pricing is subject to change without notice at any point between quote request and final booking.

Reservations to the airport are always required. For reservations from the airport, they are not required in many locations, but they are highly encouraged.

We suggest reserving your ride 24 hours in advance of the time you will need to be picked up. Shorter advance notice may limit our availability to meet your needs, and those booked less than two hours in advance of pick-up time are non-refundable once booked.

By design, our shared-ride service already costs less than a taxi or a rental car, but on occasion we enjoy giving special discounts that our passengers can use to trim a few bucks from their transportation bill. Learn more about how to get a discount.

We understand your travel plans may change, so we offer a simple cancellation policy. Regardless of whether you made your reservation online, via mobile app, or by dialing 1 (800) BLUE VAN (258-3826), give us two (2) hours’ notice prior to your pickup time, and we will give you a full refund.

SuperShuttle is unable to refund payment if cancelled with less than two hours’ notice prior to pickup time or in the event of a no-show. Credit card refunds are submitted to the financial institution within one (1) business day; check with your financial institution for more information. View our complete cancellation policy.

Reservations for rides from the airport serve as a prepayment and are designed to save customers time and energy booking their shared ride. We recognize the majority of our customers prefer to pay for travel expenses by credit card. Once you arrive at your destination, simply sign for the ride instead of waiting for change or credit card approval. After a long trip, it’s one less thing to worry about, which is why prepayment has become the norm for the travel industry.

Also, prepayment allows us to boost efficiency of our service. For more information, check out our blog post.

Yes. For our corporate accounts, we are happy to arrange for a Direct Bill account. When paying via the website or mobile app, select the payment type and enter your DB account number and password.

Yes. Vouchers serve as a form of fare credit, similar to a gift certificate. Purchasing a voucher through a third party, or receiving one from our company, does not automatically book your reservation . To book using your voucher call 1 (800) BLUE VAN (258-3826) and indicate voucher as your form of payment. At this time, reservations secured by voucher cannot be booked online.

Note: Some vouchers may have maximum value limits. Additional charges may be required to secure booking.

We partner with select airlines to offer frequent flyer points or miles when you book online or using our mobile app. Click on your airline rewards program below for more information on how it works.

If you forgot to include your frequent flyer number when making your initial online or mobile reservation, you may request point or mile credits for up to 45 days after your reservation completion date. No credits are provided for reservations made by telephone since our frequent flyer rewards program is restricted to reservations made online or through the mobile app. To receive credit, provide the following information.

  • Full name used on reservation.
  • Reservation number.
  • Frequent flyer airline name.
  • Frequent flyer account number (account number name must match reservation name to be eligible).

Email to :
Or mail to : SuperShuttle/ExecuCar
C/O Mileage Credit Request Group
8930 South Beck Avenue Suite 101
Tempe, Arizona 85284.

Currently, we do not offer an international toll-free number for international travelers. Instead, we offer 24/7 online booking options and customer care response via email. Customers are also welcome to call our toll-free line using a landline phone while stateside. 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 may also book using the website for our Paris location.


Children under the age of 16 years old must be accompanied by an adult.

While laws vary from state-to-state, we support the strongest safety standard by recommending that small children five years and under be secured in a child restraint seat for transportation. If federal, state, or local law requires your child be secured in a child safety seat, please bring one as it is the parent’s or caregiver’s responsibility. We do not provide child restraint seats and likely will not be able to provide service without one. Learn more about safety restraint laws for your destination.

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 a Non-Stop Van.

Per ADA requirements, the restrictions above do not affect service animals. Read more about accessible service.

Travelers with pet allergies are advised that other passengers on your vehicle may be traveling with a pet or service animal.


Customer Care responds to feedback reports for reservations in the U.S. within five (5) to seven (7) business days. Contact us if for any reason you have not heard back regarding your inquiry.

For feedback regarding Paris service, contact Paris directly.

If you lose or leave behind an item while using our service, we recommend calling Customer Care immediately at (888) 888-6025. The Customer Care team provides lost and found support at the national level and is open Monday through Friday between 8 AM and 4 PM MST, excluding major holidays.

Please note that you will only be contacted by the customer care team if the item in question is found. We are not responsible for lost or damaged belongings. review our terms of service.

Read our tips on keeping your belongings safe while traveling.


When you book your reservation online, you save the time and hassle of paying on board the vehicle, plus you automatically save $3 each way by booking online. You may also qualify for special discounts or earn frequent flyer points or miles with select airlines.

You do not need a account to make a reservation, but it does make the process easier.

Registering ensures we've got important information – including your contact info, frequently used addresses, frequent flyer accounts, etc. – making future reservations quicker and easier. Also, you able to view previous rides, cancel your reservation online, or view the details of upcoming rides.

Go to our Join Now page to create an account. Your login will also work on our mobile app.

The account login page contains a "forgot password" link with instructions on how to reset your password. Please do not send credit card information via email for booking purposes.

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. Double click this padlock to view information regarding the security certificate of any site.

We hope these measures provide the reassurance needed to use our online reservations system. If you still do not wish to exchange personal information over the web, call our toll-free reservations center at (800) BLUE VAN (258-3826) , and we will be happy to assist you over the phone.

Please do not send credit card information via email for booking purposes.

Yes, SuperShuttle does have an online privacy policy .


To learn more about becoming a franchise operator for SuperShuttle, check out our Franchise Opportunities page. To learn more about specific markets, contact the local team in the city you are interested in serving.

We are always looking for great candidates. Learn more about opportunities with our company, search open listings, and apply.