SuperShuttle FAQs

After you book a ride you are sent a confirmation email that contains all the details of your ride. If you make any changes to your ride, or cancel your ride, you will receive another email that reflects the changes you made.

You can request another copy of your confirmation email by going to My Trips on our website or mobile app and choosing Email Itinerary (website) or Receipt (mobile app).

You can find your ride confirmation number in the email confirmation you received or in the My Trips section of our website or mobile app.

Currently, we do not offer an international toll-free number for international travelers. Instead, we offer 24/7 online booking options via our website, on our mobile app, and customer care response via email. Customers are also welcome to call our toll-free line ( 1-800-BLUE VAN(258-3826) ) 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.

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.

Children under the age of 16 years old must be accompanied by an adult.

While laws vary from state-to-state, we support the strongest safety standard by recommending that small children five years and under be secured in a child restraint seat for transportation. If federal, state, or local law requires your child be secured in a child safety seat, please bring one as it is the parents or caregivers responsibility. We do not provide child restraint seats and likely will not be able to provide service without one.

By design, our shared-ride service already costs less than a taxi or a rental car, but on occasion we enjoy giving special discounts that our passengers can use to trim a few bucks from their transportation bill.Make sure to opt in for our emails to receive special offers from SuperShuttle!

We also offer discounts for AAA members.

You can enter a discount code or AAA membership number when booking a ride via our website or mobile app.

Website: Type into the "Discount Code / AAA Member Number" field.

Mobile App: Tap the green "Discount or AAA" button at the top of the Choose Your Ride screen.

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 Non-Stop Van

Per ADA requirements, the restrictions above do not affect service animals.

Travelers with pet allergies are advised that other passengers on your vehicle may be traveling with a pet or service animal.

At most of our locations, our vehicles are available to assist you 24 hours a day. Some cities have restricted hours during overnight periods. Additionally, many of our airport counters are not staffed 24 hours but offer after-hours phones and phone numbers for your convenience.

Our call center and dispatch teams are available to assist you 24 hours a day. Both our website reservations tools and our call center teams can provide additional information while booking. Book in advance to ensure the best service. Due to inclement weather and other emergencies, periodic closures may take place.

We understand your travel plans may be subject to change, which is why we offer a simple way for you to cancel your reservation via our website, our mobile app, or by calling 1-800-BLUE VAN(258-3826) anytime, day or night.

Website

Signed In: Click the Menu in the top right, clickMy Trips, clickManage Trip, click Cancel Trip, and then confirm your cancellation.

Not Signed In:Click the Menu in the top right, click Manage Trips, click Find Your Trip, enter your Confirmation Number and Last Name and click Find Trip. Then click Cancel Trip and confirm your cancellation.

Mobile App

Tap the menu in the top right, tap My Trips, tap Cancel, and then confirm your cancellation.

Regardless of how you made your reservation, simply give us two (2) hours notice prior to your pickup time, and we will give you a full refund of your fare. For reservations made via phone, the booking fee is non-refundable. SuperShuttle is unable to refund payment if cancelled with less than two hours notice prior to pickup time or in the event of a no-show. Refunds normally show on your account within three (3) to five (5) business days. Credit card refunds are submitted to the financial institution within one (1) business day; check with your financial institution for more information.

The best way to find us at the airport is to use our mobile self check-in feature. When you make a prepaid reservation, opt in to receive text messages. When you arrive at your destination airport, a text message invites you to start the self check-in process.

If youdon'tuse our self check-in feature, in most cities youll find a SuperShuttle ticket counter or computerized kiosk inside the airport; in others, a member of our staff will be standing curbside to assist you. Check out our locations or your email confirmation for specifics on where to find us when you land.

If you have not received an email confirmation for your reservation, you can request one, or contact us for further assistance.

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 a Non-Stop Van.

Per ADA requirements, the restrictions above do not affect service animals. Read more about accessible service.

Travelers with pet allergies are advised that other passengers on your vehicle may be traveling with a pet or service animal.

The number of stops made varies from city to city and is based on population density and vehicle size.

The average amount of stops within a route typically consists of three to four 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 also vary upon time of day, time of year, and the number of passengers going to or from your area.

You can ask us a question or report a problem via our Contact Us page.

Our 15-minute pickup window means that the van will normally arrive within 15 minutes of your scheduled pickup time. For example, if your pickup time is 10:00 AM, the van will typically arrive between 10:00 AM and 10:15 AM.

Please be completely ready to go and waiting at your pickup location at the beginning of your pickup window.

You can edit your pickup time for a ride via our website or mobile app.

Tolls, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges. Reservations for private transportation with multiple stops will be routed from furthest pick-up point to the closest, and quoted accordingly.

Shared Ride Airport TransfersA flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed.Exclusive, Non-Stop Airport TransfersThese reservations include van 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 ReservationsCharters 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 advanced notice. Hourly charter reservations should be made in advance to ensure availability. Charter vehicles are available based on demand and cannot be guaranteed on short notice.Extra StopsCustomers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter.

Since we do not assign your route until you've found us at the airport and checked in with our representative on the curb, at the ticket counter, or by phone, shorter delays will not affect your reservation.

If your inbound flight is extremely delayed and will arrive after the airports normal operating hours, call our team as soon as possible to notify our Customer Service Representatives who can then note the change in your reservation and alert Dispatch.

For details on which airports we serve please see our Locations page.

Service from the Airport

Book online or over the phone in advance or at the airport* when your plane lands.

Gather your luggage and follow instructions to wait for your assigned vehicle.

Join the ride with, or pick up other passengers, going your way.

* While reservations are not required from most of our airports, not all airports allow bookings upon arrival.

Find Us at the AirportThe best way to find us at the airport is to use our mobile self check-in feature. When you make a prepaid reservation, opt in to receive text messages. When you arrive at your destination airport, a text message invites you to start the self check-in process.If youdon'tuse our self check-in feature, in most cities youll find a SuperShuttle ticket counter or computerized kiosk inside the airport; in others, a member of our staff will be standing curbside to assist you. Check out our locations or your email confirmation for specifics on where to find us when you land.

Wait for Your VehiclePlease be prepared to wait a few minutes after checking in with our counter staff, curbside representative, kiosk, or your phone. Due to security considerations, most airports do not allow us to line up vans at the curb. However, vans wait close by in a holding lot near the airport. The wait time between check-in and boarding varies depending on the volume of passengers, the number of terminal stops, airport traffic, and weather conditions.

Service from Your Home, Office, or Hotel

We recommend booking your ride at least 24 hours in advance.

Be ready to go at the beginning of your pre-arranged pickup window.

Join the ride with other passengers going to the airport. When you arrive, our driver will drop you off right outside your airline terminal.

We partner with select airlines to offer frequent flyer points or miles when you book online or using our mobile app. Click on your airline rewards program below for more information on how it works.

American Airlines AAdvantage

Delta SkyMiles

Frontier EarlyReturns

Southwest Airlines Rapid Rewards

United MileagePlus

Please refer to our Tipping Policy.

You canmake a change to your reservation at any time by logging into your SuperShuttle account on our website,or mobile app, and going to the"My Trips" section. Alternatively, you can alsocall (800) BLUE VAN (258-3826).

Please do notsend an email to request a change in your reservation. Email requests are handled in the order they are received and may not be addressed in time to comply with our two-hour cancellation policy.

The best way to book a reservation is via our website or mobile app.

Reservations to the airport are always required. For reservations from the airport, they are not required in many locations, but they are highly encouraged.

We suggest reserving your ride 24 hours in advance of the time you will need to be picked up. Shorter advance notice may limit our availability to meet your needs, and those booked less than two hours in advance of pick-up time are non-refundable once booked.

You do not need a SuperShuttle account to make a reservation via our website, but it does make the process easier. You do need an account if you want to use our mobile app.

Registering ensures we've got important information including your contact info, frequently used addresses, frequent flyer accounts, etc. making future reservations quicker and easier. Also, you are able to view previous rides, cancel your reservation online, or view the details of upcoming rides.

You can get a receipt for a trip via our website or mobile app.

Website

Signed In: Click the Menu in the top right > click My Trips > click Email Itinerary for Completed trips. For Upcoming trips click the ... and then Email Itinerary.

Not Signed In: Go here, enter your confirmation number, last name, and click Find Trip. Then click on Email Itinerary.

Mobile App

Tap the Menu in the top right, tap My Trips, locate your trip in either Upcoming Trips or Past Trips, tap Receipt.

Passengers are responsible for their own luggage and any items placed by themselves or SuperShuttle representatives in the van. SuperShuttle assumes no 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.

SuperShuttle and its operators are also not liable for lost items left behind in the vehicle by a customer. However, SuperShuttle does want to help customers reunite with lost items whenever possible. If an item is lost, SuperShuttle recommends the customer immediately contact National Customer Care at (888) 888-6025.

Returning left behind or found items may incur delivery and/or shipping charges to the recipient.

ExecuCar is a sister brand offering a higher-end, private transportation service featuring direct routes to or from the airport. Our reservations system allows for price comparison and booking of both ExecuCar and SuperShuttle.

This private sedan service includes scheduled pickup for up to four passengers, and SUV options are available in many cities for up to six passengers. ExecuCar offers non-airport options, as well, including point-to-point and hourly charters.

SuperShuttle provides the ability to link a trip to your account that was originally booked using a different account or email address.

How to Link a Trip

Login to your current SuperShuttle account

Visit the My Trips area

Click on 'Link a Trip'

Enter the Confirmation Number and Last Name of the trip you would like to associate with your account.

Click the 'Link' button to confirm.

If you have any questions please contact us, and we'll be happy to assist you.

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 our cancellation policy.

For reservations booked curbside, payment options vary and are dependent on location.

Personal IdentificationOur operators and staff reserve the right to request personal identification from customers with fares exceeding $250. Failure to provide personal identification matching information on file may result in the inability of the company to service the reservation.Company VouchersCompany-issued vouchers serve as a form of payment and the original voucher must be presented to the vehicle 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 SuperShuttle Customer Service Representative 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 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 VouchersSuperShuttle 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 SuperShuttle. It is the customers 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 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 SuperShuttle Customer Service Representative 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 TicketsFare Tickets are tickets distributed by SuperShuttle staff 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 BillDirect 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.DiscountsDiscount codes are valid for use while reserving the service via supershuttle.com, m.supershuttle.com, and the official mobile applications. 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.ReceiptsPhone- and web-based reservations have the option to receive an email confirmation with complete reservation and payment details. For curbside reservations, it is the customers responsibility to ask for a receipt as proof of payment in van. SuperShuttle cannot guarantee the generation of receipts after the fact.

We work to keep our pricing between the cost of public transportation and a private taxi cab ride.

To get a fare quote, simply visit our website, or download our mobile app, and enter in your address and airport.

Alternatively, you can also call our 24-hour Customer Care Center at.

Please note that pricing is subject to change without notice at any point between quote request and final booking.

At SuperShuttle, we are committed to protecting your privacy. We use the information you provide to secure your SuperShuttle reservation.

At some point in the future, we may use the information we collect to occasionally notify you about important functionality changes to the Web site, new SuperShuttle services, and special offers we think you'll find valuable. If we do so, you'll be provided an opportunity to unsubscribe from this mailing list.

SuperShuttle does not sell, trade, or rent your personal information to others. We may choose to do so in the future with trustworthy third parties, but you can tell us not to by sending a blank e-mail message to [email protected] from the email you'd like removed. In addition, we also may market certain third party services through our site. If you accept the offer, we will pass your relevant personal information, including name to that third party. If you have previously requested that your personal information not be shared with third parties, but then later consent by accepting a third party marketing offer available through our site, we will share your contact and billing information with that specific third party.

Also, SuperShuttle may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will include no personally identifying information. SuperShuttle may release account information when we believe, in good faith, that such release is reasonably necessary to (i) comply with law, (ii) enforce or apply the terms of any of our user agreements or (iii) protect the rights, property or safety of SuperShuttle.com, our users, or others.

"We use Google Analytics' third-party audience data such as age, gender and interests to better understanding the behavior of our website users and customers and work with companies that collect information about your online activities to provide advertising targeted to suit your interests and preferences. For example, you may see certain ads on this website or other websites because we contract with Google and other similar companies to target our ads based on information we or they have collected, including information that was collected through automated means (such as cookies and web beacons). These companies also use automated technologies to collect information when you click on our ads, which helps track and manage the effectiveness of our marketing efforts.

You may opt out of the automated collection of information by third-party ad networks for the purpose of delivering advertisements tailored to your interests, by visiting the consumer opt-out page for the Self-Regulatory Principles for Online Behavioral Advertising at http://www.aboutads.info/choices/, edit or opt-out your Google Display Network ads' preferences at http://www.google.com/ads/preferences/, and/or opt out of DoubleClick's use of cookies by visiting the DoubleClick opt-out page or the Network Advertising Initiative opt-out page.

Our luggage policy closely follows that of airlines. For each passenger, two checked bags (e.g. suitcase, duffel bag) and two carry-on items (e.g. diaper bag, laptop case, backpack, or purse) ride free!

Extra fees may apply in the following instances. Contact us for needs outside of those listed.

Excess/Oversized Baggage

Checked bag exceeds 50 pounds (or approximately 23 kilograms).Total dimensions for your checked bag exceeds 80 inches when adding length, width, and height.Excessive size or number of bags may require an Exclusive reservation.

$10.00 fee per item

Boxes

Excessive size or number of boxes may require an Exclusive reservation.

$10.00 fee per item

Golf Clubs

Counts toward your total number of checked items. (e.g. If you have one checked bag and one set of clubs, the clubs are free.)

Varies

Bikes

Exclusive reservation required. Box required.

Varies

Skis and Snowboards

Exclusive reservation required.

Varies

Surfboards

Exclusive reservation required.

Varies

To locate your ride, please visit our Vehicle Locator pageon our website or download our mobile app (iOS/Android) to use the in-app vehicle tracking functionality.

The best way to find us at the airport is to check in from your phone. When you make a prepaid reservation, opt in to receive text messages. When you arrive at your destination airport, a text message invites you to start the self check-in process. You can also complete your check in using our mobile app (iOS/Android).

If youdon'tcheck in using your phone, in most cities youll find a SuperShuttle ticket counter or computerized kiosk inside the airport. In others, a member of our staff will be standing curbside to assist you. Check out our locations or your email confirmation for specifics on where to find us when you land. If you have not received an email confirmation for your reservation, you can request one on our website.

If you do not have a reservation at the airport, you can now book on-demand from select airports by selecting Ride Now in the app or on the mobile website. Click here to learn more and view a list of airports where Ride Now is available.

SuperShuttle U.S.-based phone support is available 24/7 by calling.

The account login page contains a "forgot password" link with instructions on how to reset your password. Please do not send credit card information via email for booking purposes.

Customer Care responds to feedback reports for reservations in the U.S. within five (5) to seven (7) business days. Contact us if for any reason you have not heard back regarding your inquiry.

Riding at your own risk means that you 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.

We are always looking for great candidates. Learn more about opportunities with our company, search open listings, and apply.

To learn more about becoming a franchise operator for SuperShuttle, check out our Franchise Opportunities page. To learn more about specific markets, contact the local team in the city you are interested in serving.