IntroductionAll services (as defined below) offered by WHC SuperShuttle, LLC and its affiliates (“WHC SuperShuttle”) including but not limited to; SuperShuttle, ExecuCar, 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/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 drivers who provide transportation services (each an “Operator”) to individual users and payment collection services of fees and expenses from users for the Services on behalf of 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 into a reservation or to accept transportation services from an Operator is at your sole discretion, and any transportation services provided by an Operator to you is a separate agreement between the 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 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: May 16th, 2020.
About ReservationsAbout Reservations 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 Shared Ride to the Airport (where offered). Reservations are required for transportation service to and from the airport. For reservations to the airport, the Operator guarantees 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 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 Operator’s ability to provide service and may result in possible forfeiture of fare. For all services offered, the customer must include the “Day of Travel” phone number in the event the Operator calls for assistance during the pickup process. 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 do not guarantee that a vehicle will be waiting for the customer at the curb at time of arrival. Vehicles are assigned to passengers upon online check-in. 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 Operators to have vehicles lined up at the curb. However, 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 AbandonmentReservation abandonment occurs when the 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 shared-ride passengers.
RatesTolls, 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. 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 are not available for this service. 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 one-hour advance notice. Hourly charter reservations should be made in advance to ensure availability. Extra Stops. Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter.
PaymentsYou 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 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 Operators, WHC SuperShuttle will collect those charges as the 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 Operator. WHC SuperShuttle may use the proceeds from payment of the charges for any purpose, subject to any payment obligations under its agreement with 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. For reservations booked curbside, payment options vary and are dependent on location. Personal Identification. 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 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 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 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 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 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, by phone, curbside, or in-vehicle. Accounts are billed after the reservation is complete. 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.
CancellationsWHC SuperShuttle Cancellation Policy. Customers can cancel a reservation at any time up to two (2) hours before the scheduled pickup for a full fare refund using the website, mobile website, and the official mobile apps. For reservations made via phone, the booking fee is non-refundable. 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 2 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within two hours of pickup time. Flight Cancellations and Delays Due to Airlines. Failure to contact WHC SuperShuttle 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 for properly specifying the correct amount of luggage he or she intends to bring onto the Operator vehicle during reservation. Failure to specify in advance may result in additional fees or 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 Operator. Luggage Restrictions. Shared Ride Service – Each passenger is allotted the following on board the Operator vehicle:
- 2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and
- 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.