Frequently Asked Questions
Booking, Payment & Cancellations
- How do I get a quote?
- How do I cancel my reservation?
- When I make a reservation, why do I need to prepay?
- Can I use direct billing?
- I purchased a voucher. Do I still need to make a reservation?
- How do I redeem frequent flyer rewards?
- Do you have an international toll-free number?
- What are the restrictions on luggage?
- How old must I be to travel alone?
- How do I find you at the airport?
- How many stops will the SuperShuttle van make?
- How many people can fit into a van?
- What does riding at your own risk mean?
Children, Pets, and Special Needs
- I am travelling with children. Do you provide car seats?
- Do you allow pets on your vehicles?
Feedback and Customer Service Concerns
- I filed a feedback to customer service. When will I hear from them?
- Help! I’ve left something in the van. What do I do?
- How can I become a driver?
- Are you hiring? How can I apply?
- What are the benefits of making my reservations at SuperShuttle.com?
- Do I have to register online to book a reservation?
- How do I get a login account?
- Help! I forgot my password.
- Is my information secure?
Booking, Payment & Cancellations
How do I get a quote?
To get a quote, visit our Fare Quote tool here or on our
apps 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.
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 4 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 4 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; 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 from the airport serve as a prepayment and are designed to
save customers time and energy booking their shared ride. We recognize that the
majority of our guests prefer to pay for travel expenses by credit card. Once you
arrive at your destination, you 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.
Prepayment also allows us to boost efficiency of our service. For more information,
check out our blog post here.
Can I use direct billing?
Yes. For our corporate accounts, we are happy to arrange for a Direct Bill account.
When paying, simply select the payment type on our website and enter your DB account
number. Your account administrator may have assigned a password to your account.
If so, you'll be prompted for that password.
I purchased a voucher. Do I still need to make a reservation?
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,
book online or via our mobile app, or call 1 800 BLUE VAN
(258-3826) and indicate voucher as your form of payment.
Note: Some vouchers may have maximum value limits. Additional charges may
be required to secure booking.
How do I redeem frequent flyer rewards?
In conjunction with the airline partners listed below, we offer frequent flyer miles/points,
while booking online. For more information, click on the airline rewards program
you plan to use.
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 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 can also book using the website for our Paris location.
What are the restrictions on luggage?
Our luggage policy closely follows that of airlines. A good rule of thumb is no
more than two checked bags (e.g. suitcase, duffel bag) and two carryon items (e.g.
diaper bag, laptop case, backpack, or purse).
If your checked bags exceed 50 pounds, the total dimensions for the checked bags
exceed 80 inches when adding length, width, and height, or if you'll be carrying
a surfboard, crate, skis or other large items, please call our 24-hour Customer
Care Center for special instructions at 1 800 BLUE VAN (258-3826).
For tips on packing light, luggage fees, or for more details, check out our related
How old must I be to travel alone?
Children under the age of 18 years old must be accompanied by an adult.
How do I find you at 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 on our
city location pages, and in the confirmation email sent following your online
reservation. The website for the airport from which you have reserved your ride
is another great resource for more information.
If you have not received an email confirmation for your reservation, you can request
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?
The number of stops made varies from city to city and is based on population density
and vehicle size.
In certain cities, such as New York, vans hold up to 9 passengers and may make as
many 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 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. Van sizes range from 7- to 10-passenger vans. Please check with Customer Care for more information
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
Children, Pets, and Special Needs
I am travelling with children. Do you provide 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
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.
The restrictions are as follows:
All animals – excluding service animals – must be kenneled to board
the vehicle. Guests traveling with an animal in a cabin-size kennel or an extra-small
kennel (17”x 12”x 7”), which can be placed on the lap, are welcome
to use our Shared Ride vans at no additional charge. Exclusive vans are required
for guests traveling with a small-size kennel (27”x 20”x 9”),
medium-size kennel (32”x 22”x 23”), or 2 or more extra-small kennels.
Per ADA requirements, the restrictions above do not affect Service Animals. For
more information on Service Animals and Accessible Service, click
Feedback and Customer Service Concerns
I filed a 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. For feedback regarding Paris service, please contact Paris
directly. Their contact information can be found
Help! I’ve left something in the van. What do I do?
If an item is lost, we recommend customers immediately call Customer Care at
888-888-6025. The Customer Care team, which provides lost and found support
at the national level, is open Monday through Friday between 8am and 4pm MST, excluding
Please note that you will only be contacted if the item is found. We are not responsible
for lost or damaged belongings.
For tips on keeping your belongings safe while traveling, click
How can I become a driver?
To learn more about becoming a franchise operator for SuperShuttle, please check
out our Franchise Opportunities page.
To learn more about specific markets, please contact
the local team in the city you are interested in serving.
Are you hiring? How can I apply?
We are always looking for great candidates. To learn more about opportunities with
our company, search open listings, or apply, click
What are the benefits of making my reservations at SuperShuttle.com?
When you book your reservation online, you save the time and hassle of paying on
board the vehicle, plus you automatically save $2 each way by booking online. You
may also qualify for special discounts or earn frequent flyer miles/points
with select air carriers.
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. Vans are assigned once you check in following arrival of your flight, and
wait times for pick-up from your airport terminal do vary from city to city.
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 My Shuttle page.
SuperShuttle.com logins also work on our
Help! I forgot my password.
login page contains a "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 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,
please call our toll-free reservations center at (800) 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.