TERMS & CONDITIONS
IntroductionAll services (as defined below) offered by WHC SuperShuttle, LLC and its affiliates (“WHC SuperShuttle”) including but not limited to; SuperShuttle, ExecuCar, SuperShuttle Express, Express, and zTrip, are subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at: supershuttle.com/terms, execucar.com/terms. WHC SuperShuttle’s services (the “Services”) consist of arranging and providing transportation reservation services over the phone, via websites, and through mobile applications on behalf of independent, licensed companies and independent Operators who provide transportation services (each an “Independent Operator”) to individual users and payment collection services of fees and expenses from users for the Services on behalf of Independent Operators associated with such transportation services. YOU AGREE THAT YOUR ABILITY TO OBTAIN TRANSPORTATION SERVICES THROUGH THE USE OF THE SERVICES DOES NOT ESTABLISH WHC SuperShuttle AS A PROVIDER OF TRANSPORTATION SERVICES. Your decision to enter a reservation or to accept transportation services from an Independent Operator is at your sole discretion, and any transportation services provided by an Independent Operator to you is a separate agreement between the Independent Operator and you. WHC SuperShuttle is only your independent contractor, and except as expressly stated in these Terms, no joint venture, partnership, employment, or agency relationship exists between or among you, WHC SuperShuttle or any of its brands, or any Independent Operator as a result of these Terms or use of the Services. By agreeing to these terms of service, you also confirm that you understand how our Service works. For clarification please refer to the FAQs page prior to agreeing to these terms. Last Updated: August 1, 2022.
Reservations for transportation to and from the airport are valid only for the time and date specified. WHC SuperShuttle is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pickup or drop off location of a reservation, rates are subject to change and additional charges may apply. For SuperShuttle and ExecuCar Rides Reservations are required for transportation service to and from the airport. For reservations to the airport, the Independent Operator endeavors to ensure the customer will arrive at the airport in time to make his or her flight when booking based on the pre-set times recommended by the company’s reservation system. If customer selects pickup times outside those recommended automatically during the reservation process, they do so at their own risk (AOR) and are no longer eligible for a refund of the fare for time delays outside of the 15-minute window pickup, or for reimbursement of any resulting costs. The Independent Operator vehicle should arrive within the 15-minute window selected at the time of booking. It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at the beginning of the 15-minute window and remain for the full designated 15-minute pickup window. Failure to do so may inhibit the Independent Operator’s ability to provide service and may result in possible forfeiture of fare. Travel Times Unlike direct transportation, shared ride travel typically takes longer as customers wait for fellow passengers to load or unload. In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions. Because of these variables, WHC SuperShuttle and Independent Operators cannot provide an exact travel time. Day of Travel Phone Number For all services offered, the customer must include the “Day of Travel” phone number in the event the Independent Operator calls for assistance during the pickup process. Independent Operators are not required to call this phone number in advance of the pickup, however. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare. Customer may also receive additional notification calls to the designated contact number announcing reservation details in advance of the pickup. Advance reservations Advance reservations do not guarantee that a vehicle will be waiting for the customer at the curb at time of arrival. Wait times for pick-up from the airport terminal can vary from city to city. Please note that if you book a reservation from the airport, this does not mean a vehicle will be waiting for you when you arrive. Due to security considerations, most airports do not allow Independent Operators to have vehicles lined up at the curb. However, Independent Operators have vehicles waiting close by in a “holding lot” near the airport, just minutes away. Also, a vehicle or an alternative vehicle may not always be available, since in any given area or at any given time there are not an unlimited number of vehicles to service customer demand during low peak hours, so a customer may incur an extended wait time during those situations. Reservation Abandonment Reservation abandonment occurs when the Independent Operator cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction using the “Day of Travel” contact number provided within a short, reasonable time period, so as not to jeopardize pick-up of other passengers. User Error Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. WHC SuperShuttle is not responsible for mistakes made by customers while using the Service, its official websites, or mobile applications. Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, certain locations provide automated reminder phone calls the day before pickup, allowing the customer time to cancel or make any changes two hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.Rates
Tolls, taxes, and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges. Shared Ride Airport Transfers These reservations include vehicle service to or from the airport. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Exclusive, Non-Stop Airport Transfers These reservations include vehicle service to or from the airport. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Extra stops Extra stops are not available for this service. Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter. Charter Reservations Charters options include point to point or hourly transportation. Point-to-point reservations, where available, require a minimum charge plus distance-traveled charge and advance reservations. Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter. Hourly charters require a two-hour minimum reservation and at least six-hour advance notice. Hourly charter reservations should be made in advance to ensure availability.
You agree that use of the Services may result in charges to you not only for the Services but also for the transportation services you receive from Independent Operators. WHC SuperShuttle will receive or enable the payment of such charges through the Services as described in these Terms, and with respect to charges owed to Independent Operators, WHC SuperShuttle will collect those charges as the Independent Operator’s limited collection agent, and payment of such charges to WHC SuperShuttle will be considered the same as payment made directly by you to the Independent Operator. WHC SuperShuttle may use the proceeds from payment of the charges for any purpose, subject to any payment obligations under its agreement with Independent Operators. Customers must pay at the time of booking to secure advance reservations. Any charges are processed at the time of booking and are refundable following the terms outlined in the cancellation policy below. Curbside Reservations (where available) For reservations booked curbside, payment options vary and are dependent on location. Personal Identification Independent Operators and their staff reserve the right to request personal identification from customers with fares exceeding $200. Failure to provide personal identification matching information on file may result in the inability of the company to service the reservation. Company Vouchers Company-issued vouchers serve as a form of payment and the original voucher must be presented to the Independent Operator in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Independent Operator at the airport. Additional payment may be required to cover the cost of your ride. If the value on the voucher exceeds the reservation fee, the difference will not be returned. Vouchers provided by WHC SuperShuttle are only valid for one year from date of issue or marked expiration date, whichever comes first. Expired vouchers will not be reissued and cannot be redeemed as a form of payment. Vouchers cannot be replaced or refunded if lost or stolen. Company-issued vouchers serve only as a form of payment and do not constitute a reservation. Customers must still schedule a reservation in advance to ensure pick-up. Third-Party Vouchers WHC SuperShuttle permits a variety of partners to re-sell its Services, including travel agents, travel aggregators, and transportation aggregators. For third party providers, terms and conditions for services and vouchers will be established by the provider but shall not supersede the Terms established herein by WHC SuperShuttle. It is the customer’s responsibility to ensure that the terms of any services purchased match the service for which they intend to use it, prior to any posted expiration dates. Expired vouchers cannot be redeemed as a form of payment. Refunds, changes to reservations, and billing issues on reservations made through third party travel partners and agents must be directed to the third-party provider or agent firm for assistance. Company-issued vouchers serve as a form of payment and the original, hard-copy voucher may be required by the Independent Operator as payment in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Independent Operator at the airport. Depending on arrangements made with the Third-Party Provider, vouchers may serve only as a form of payment and may not constitute a reservation. Customers may still need to schedule a reservation in advance to ensure pick-up. Fare Tickets Fare Tickets are tickets distributed by Independent Operators or computerized kiosk upon check-in at the airport. They can only be redeemed using the original issued ticket. They cannot be redeemed through facsimile or scanned image. Fare tickets that have been purchased are non-refundable if not redeemed within 30 days. Direct Bill Direct Bill accounts allow customers to book online or on the App. Accounts are billed after the reservation is complete but prior to transport. These accounts are typically managed as part of Corporate Accounts and require credit approval. Discounts Discount codes are valid for use while reserving the service. They cannot be combined with other offers. They cannot be redeemed using third party providers. Discounts cannot be applied during phone reservations. Under no circumstances will a discount be applied past the expiration date. Receipts Phone- and web-based reservations have the option to receive an email confirmation with complete reservation and payment details. For curbside reservations, it is the customer’s responsibility to ask for a receipt as proof of payment in vehicle. WHC SuperShuttle cannot guarantee the generation of receipts after the fact.
Customers can cancel a reservation at any time up to 24 hours before the scheduled pickup for a full fare refund using the website, mobile website, and the official mobile apps. Cancellations can also be made by calling 1 (800) 258-3826. WHC SuperShuttle will not provide a refund if the reservation is cancelled or changed less than 24 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within two hours of pickup time.
Failure to contact WHC SuperShuttle and the Independent Operator with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.
Luggage and Personal ItemsCustomer is responsible to reserve the correct vehicle to safely handle their luggage needs. Each service type offered by SuperShuttle Express and ExecuCar has a maximum allowed luggage that is clearly displayed at the time-of-service selection. Failure to properly select the correct service type may result in additional fees, the need for an additional vehicle, or the inability of the company to service the reservation. Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip with the Independent Operator.
Luggage must safely fit inside the vehicle in accordance with the manufacturer’s limit for the vehicle type ordered.Damaged Items
Normal wear and tear to personal items is typical of the handling process during transportation by Independent Operators. Transporting large items, such as luggage, may result in scratches, dings, and nicks. WHC SuperShuttle and Independent Operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items. It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the Independent Operator’s transportation service. Customer must report significant damage to any personal items during use of the Independent Operator’s transportation service immediately to the Independent Operator. In the event the Independent Operator determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed $250.00 per passenger unless local regulations deem otherwise. The Independent Operator reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
Passengers are responsible for their own luggage and any items placed by themselves or the Independent Operator in the vehicle. Neither WHC SuperShuttle nor Independent Operators assume liability in the event of damage, loss, or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property. WHC SuperShuttle and Independent Operators are also not liable for lost items left behind in the vehicle by a customer. However, Independent Operators do want to help customers reunite with lost items whenever possible. If an item is lost, the customer immediately contacts the Independent Operator. Returning left behind or found items may incur delivery and/or shipping charges to the recipient.
Seatbelts are provided for customer safety. Customers must wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Independent Operators reserve the right to refuse service to parties out of compliance with applicable laws. To review the safety belt laws for the area in which you will be traveling please visit the Insurance Institute for Highway Safety website.Safety Bars
Independent Operator vehicles may have safety bars installed for your safety. Please use the safety bar when boarding and exiting the vehicle.
Safety cameras may be installed in many Independent Operator vehicles for Independent Operator and customer safety. The camera will initiate recording with any sudden swerve or stop and can be turned on manually to protect the Independent Operator. Customers may be recorded as a result.Vehicle Capacities
Independent Operator vehicles seat 3-10 passengers depending on the city vehicle profile. Oversized or excess luggage may require a larger or private vehicle at an additional cost. Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.
SmokingSmoking is not permitted in any Independent Operator vehicles.
In compliance with federal regulations, we provide reservations with Independent Operators who offer accessible vehicles to customers with disabilities, including those who use wheelchairs and those who are accompanied by service animals.Traveling with Children
Independent Operators welcome the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. For more information on applicable laws, please visit: the Insurance Institute for Highway Safety website. Independent Operators reserve the right to refuse service to parties out of compliance with state law.
Customers under the age of sixteen must be accompanied by a parent or guardian for the entire duration of the ride. Independent Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.Pets
Pets are permitted with advance reservations. All pets, excluding service animals, must be kenneled. Pets less than 25 pounds may be held in a lap carrier. Pets larger than 25 pounds may require an exclusive vehicle. All pets must be properly secured within the carrier at all times. Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal. Independent Operators, in accordance with the ADA, provide service to individuals accompanied by service animals.
Customers are encouraged to notify us of their experience, good or bad. Limitations on Compensation Following Service Failure. Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means. In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.Limitations on Compensation Following Missed Flights
When it is determined to be company fault, WHC SuperShuttle may provide compensation not to exceed $200.00 per person for domestic flights and $300.00 per person for international flights. WHC SuperShuttle may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights. WHC SuperShuttle does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.Limitations on Customer Claim Time
The Customer hereby acknowledges and agrees that, unless a longer period is mandated and made unwaivable by law, any claim relating to the services provided to Customer hereunder, including, without limitation, claims relating to damaged luggage, missed flight or other out of pocket expenses due to any alleged service failure, must be brought within 10 days after the occurrence of the act or omission that is the subject of the claim.
WHC SuperShuttle and Independent Operators are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, WHC SuperShuttle reserves the right to cancel and refund reservations in advance of the scheduled pickup.Service Advisories
At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, WHC SuperShuttle will post information to website, blog, or other forms of communication, to notify customers in advance.Refund Process
Credit Card Refunds: Once approved, a refund request is submitted within 72 hours, excluding weekends and federal holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund. Check Refunds: Once approved, refund a refund request is submitted within 72 hours, excluding weekends and federal holidays. Checks are cut once weekly and put in the mail for delivery to the address provided every Friday; delivery varies dependent on holidays.