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Frequently Asked Questions


Booking, Payment & Cancellations

  1. How do I get a quote?
  2. How do I cancel my reservation?
  3. When I make a reservation, why do I need to prepay?
  4. Can I use direct billing?
  5. I purchased a voucher. Do I still need to make a reservation?
  6. How do I redeem frequent flyer rewards?
  7. I forgot to enter my frequent flyer rewards while booking online. What can I do?
  8. Do you have an international toll-free number?

General Service

  1. What are the restrictions on luggage?
  2. How old must I be to travel alone?
  3. How do I find you at the airport?
  4. How many stops will the SuperShuttle van make?
  5. How many people can fit into a van?
  6. What does riding at your own risk mean?

Children, Pets, and Special Needs

  1. I am travelling with children. Do you provide car seats?
  2. Do you allow pets on your vehicles?

Feedback and Customer Service Concerns

  1. I filed a feedback to customer service. When will I hear from them?
  2. Help! I’ve left something in the van. What do I do?

Business Opportunities

  1. How can I become a driver?
  2. Are you hiring? How can I apply?

SuperShuttle Online

  1. What are the benefits of making my reservations at SuperShuttle.com?
  2. Do I have to register online to book a reservation?
  3. How do I get a login account?
  4. Help! I forgot my password.
  5. Is my information secure?
  6. Does SuperShuttle have a Privacy Policy?


Booking, Payment & Cancellations

How do I get a quote?

To get a quote, visit our Fare Quote tool here or on our mobile 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.
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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 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 2 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.

Cancel Click here to cancel a reservation.
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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 .
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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.
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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 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.
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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.

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I forgot to enter my frequent flyer rewards while booking online. What can I do?

A customer who forgets to include their Frequent Flyer number when making their initial online or mobile reservation can request flight point credits for up to 45 days after their reservation completion date. No credits are provided for reservations made by telephone since the Frequent Flyer Mileage Credit program is restricted to only online or mobile application made reservations. To receive credit, please 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: CustomerService@SuperShuttle.com
Or
Mail to:
SuperShuttle / ExecuCar
C/O Mileage Credit Request Group
8930 South Beck Avenue Suite 101
Tempe, Arizona 85284

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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.
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General Service

What are the restrictions on luggage?

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!

If you have excess luggage, your checked bag exceeds 50 pounds, 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, please click here to learn more about what's permitted and related fees. For needs outside of those listed, please contact customer care.

For tips on packing light, luggage fees, or for more details, check out our related blog post here.
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How old must I be to travel alone?

Children under the age of 18 years old must be accompanied by an adult.
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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 one here or if you have further questions, please call Customer Care at 1-800-258-3826 , 24 hours a day, for further assistance.
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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.
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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
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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 .
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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 here.
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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 may be traveling with a pet or service animal.
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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 here.
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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 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 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. To review our terms of service, click here.

For tips on keeping your belongings safe while traveling, click here.
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Business Opportunities

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 .

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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 here.
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SuperShuttle Online

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.
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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.
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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 mobile app.
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Help! I forgot my password.

The login page contains a "forgot password" link with instructions on how to reset your password.
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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.

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Does SuperShuttle have a Privacy Policy?

Yes, SuperShuttle does have an online privacy policy. You can view it here.
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