F.A.Q.S.

1. Do you offer Shuttle service only to the Airports and communities listed on your website?

We provide service to many other hotels, medical facilities and communities within our service area that are not listed.  If you do not see your destination give us a call to confirm service. 

2. How much do you charge?

There are prices listed on the Areas Served page.  If you do not see your destination on these lists, or have additional questions, feel free to simply give us a call. 

3. How can I pay for The Shuttle service?

All reservations can be prepaid either with a credit/debit card, or cash on initial pick-up.  We accept Amex, Discover, MC and Visa cards. 

4. Do I have to pay extra for Airport service?

No there are no additional charges for airport service. Driver Tips/Gratuities are not included in ride costs. 

5. Being on time is important with departing flights, are your drivers prompt?

The Shuttle will pick you up during the pre-arranged 20-minute pick-up window, bring you to the airport, and drop you off right outside your airline terminal.  We schedule our pick-ups carefully to ensure you will make your flight in plenty of time. Our 20-minute pick-up window means that the vehicle will normally arrive within 10 minutes of your scheduled pick-up time either way.  For example, if your pick-up time is 10:00am, the vehicle will typically arrive between 9:50am and 10:10am.  Please make sure that you are completely ready to go at the beginning of this pre-arraigned window as drivers have other runs scheduled and prefer to be on time for all of them! 

6. What if my flight arrives late?  Do I have to pay extra?

We do not charge extra for our waiting time, unless your flight number has changed and you did not alert us. We track all flights online.  However, if your flight arrives and you are not on it, and we have not received a phone call from you, it will be treated as a no show.   Our cancellation policy will be followed.

7. Can I arrange pickup from the hotel to the Airport?

Yes.  Please email your information to us at info@TheShuttleinc.com, or JMA@TheShuttle.US, or, if it’s a last minute need, give us a call at 508-441-2199 and we will schedule your pick-up. 

8. Are you a 24/7 transportation service?

Yes, with reservations in advance. Reservations should be made with 24 hours notice to guarantee rates and service.

9. Do you work on a shared ride basis?

Yes.  To keep prices low, you give a small amount of your time, and share a ride with a few other passengers.  In exchange, The Shuttle gives you prices that are more economical than a traditional taxi or limo and a solution that is more convenient than driving yourself and parking at the airport. Our system routes you with others traveling to or from the same geographical area and allows you to get to your destination as promptly and economically as possible.

10. Do you offer private rides also?

Yes. Private rides are available for an additional fee.

11. Do you require advanced notice for service?

If you would like to guarantee rates and service, you should make your reservation at least 24 hours in advance.  It is advisable, however, to make your reservation as soon as you know your travel itinerary. 

12. What about car seats for young children?

While laws vary from state-to-state, we at The Shuttle support the strongest safety standard by recommending that small children 5 years and under be secured in a child restraint seat for transportation.  Additionally, The Shuttle does not provide child restraint seats.  It is the responsibility of the child’s parent or caregiver to provide the Child Restraint System when transporting children in vans and/or taxi cabs. Unfortunately, we are not able to store/keep customer’s child restraint seats. 

13. How do I change my reservation?

If you would like to modify your reservation please call us at 508-441-2199 as soon as possible with the new details. 

14. How do I cancel my reservation?

Reservations must be cancelled 4 hours or more prior to your scheduled pick-up time to qualify for a refund.  Cancellations must be made by calling our main office at 508-441-2199 between the hours of 6:00am and 8:00pm EST.  Cancellations CANNOT be made by email, text or fax. 

15. How do I find you at the Airport?

Please note that if you have a reservation for a pick-up at the airport, this does not necessarily mean a vehicle will be waiting at the curb for you when you arrive.  Due to security considerations, airports do not allow vehicles to be lined up at the terminals.  However, our vehicles are waiting close by in a holding lot just minutes away.

1. Once you have your luggage and are ready to walk outside, call our main number 508-441-2199, let them know you are ready.  They in turn will direct you to our pick-up area at your respective terminal.  (each airport and terminal is different, so it is important that we speak to you)

2. The Shuttle will be dispatched from the holding area to pick you up, along with others who have been assigned to your vehicle.

3. There is a short wait time for your vehicle to travel to your terminal.  The actual time varies depending on the airport, the volume of passengers, the number of terminal stops, airport traffic and weather conditions.  Our office will be able to give you more accurate information when you call with your luggage.

4. As soon as the vehicle arrives at the curb, you and other passengers will be promptly boarded, and you’ll be on your way!

16. Are gratuities (tips) included in the fare charges?

Gratuity is not part of the quoted fare.  Tips are optional, not mandatory.  However, it is a customary part of travel etiquette to offer gratuity for good service.  A 15 to 20 percent gratuity, or whatever amount you feel is appropriate is appreciated by a driver who provides quality service.