PVT Shuttle’s Most Frequently Asked Questions

Gratuity 

- Fares do not include Gratuity. You can add Driver's gratuity in your booking process or tip driver at the end of your trip with cash(refer) or ask driver for cash apps ( zelle, venmo, paypal, cashapp...), it would be greatly appreciated. 

Do you have Child Safety Seats:

PVT SHUTTLE recommends that small children 5 years and under be secured in a child restraint seat for transportation. It is s the responsibility of a child’s parent or caregiver to provide the Child Restraint System when transporting children in van and/or private sedan. PVT SHUTTLE does offer One Infant/child seat and 1 Booster seat for an additional cost. You will be given the option to add this service during your booking process.

What if we have extra passengers when driver pick us up?

- The fare is based on the total number of passengers you have entered, baby at any ages will be considered as 1 Passenger, any extra Passenger when driver pick you up will be charge $10.00/ea.

What if we have Extra Checked bag when driver pick us up?

- Each passenger have 2 free checked bags, if you have any extra checked bag at the time driver pick you up, there are 10$ additional for each extra checked bag .

Do you have pet service?

- Yes, we do have pet service, there are $30.00 pets service fee will be added for any size pet, they must be secured in cages or service dog must be secured at cargo area.

Do you charge any taxes in addition to the fare?

We do not charge any tax on our fares.

Do we have to share the vehicle with other passengers?

No. We only provide private non-stop services.

What time should I select for my pickup time at the airport?

- We suggest to set a pick up time at 30 minutes after your domestic flight arrival time, and 45 minutes after your international flight arrival time, 30 minutes after cruise ship arrival time.

- You have to be ready with all suitcases at the curb or in front of house/ apartment/ hotel at the pick up time, our driver only allowed 10 mins to load up and finish pick up to ensure daily schedule.

Where do I meet my driver when I arrive at the airport?

Curbside Pickups

Right in front of your terminal. Your driver will be reaching out to you sometime prior to your pick up time via text and calls. Driver will be outside the airport awaiting your call. You are to contact him once you are outside by the curb in front of your terminal and ready for pick up. He will then drive up to you within minutes to pick you up.

What is Meet & Greet:

You driver will be waiting for you inside the airport terminal in front of the baggage claim holding a sign with your name. There will be an additional $40.00 fee for this service plus parking fees.

What if my flight is delayed or arrives early?

Airport arrivals:

- If your flight is delayed, without reschedule confirmation the driver will show up at your requested pick up time and wait for 30min, After that they can mark customer No Show/ No Refund. If you request driver to wait and their daily schedule allow them to wait they will start the Waiting Charge ($1.00/minute). You will pay waiting charge plus driver's gratuity.

- If your flight comes in early, you are to wait for your scheduled pickup time. However, if we can schedule you for sooner pickup, our driver will contact and let you know.

Pickup Times – What is considered on-time pickup?

Arriving 15 minutes prior and 15 minutes after the scheduled pick-up time would be considered on-time pick-up. Should the driver arrive early, it will not count towards waiting charges.

In a rare event where the driver will be more than 15 minutes late past your pickup time, there will be no refund or any discounts should you choose to wait and take the ride.

How can I reschedule my pick up time and how much for rescheduleing fee?

-No charge to reschedule your reservation more than 24hrs to your pickup time.

-There will be an additional 20% charge if you reschedule your reservation within 2 to 24hrs window prior to your pick up time.

-To reschedule your pick up you can email us at agent.pvtshuttle@gmail.com and must receive reschedule confirmation in writing from us.

How can I cancel my reservation?

An additional 20% charge will be placed on your credit card should you choose to cancel your reservation more than 24hrs prior to your pickup time and No Refund If you cancel less than 24hrs. The original fare amount will be refunded within 7 business days.

When can I get my Refunds?

Refunds usually show in your account within 7 business days.

Waiting Charges:

- For all Airport arrivals: the first 30 minutes from your pick up times at the airport are free. After that they can mark customer No Show/ No Refund. If you request driver to wait and their daily schedule allow them to wait, there will be $1.00 charge for each additional minute. You will pay waiting charge plus driver's gratuity.

- For all other pick-up locations, the first 10 minutes are free.

- It is your responsibility to provide us with the correct flight information and notify us of any changes. If you do not provide us with a correct flight information to track your flight, the driver will show up at your requested pick-up time and the above waiting charges will apply.

No-Show – No Refund:

The driver will wait 30 minutes after your scheduled pickup time at no charge before marking your reservation as No-Show (No Refund). However, if the driver’s schedule allows, the driver will wait and the above waiting charges will be applied.

Change of vehicle/service type:

It is possible that due to an unforeseen situation the vehicle you have ordered might not be available. In this situation, a different vehicle type will be sent to avoid leaving you stranded. The replacement vehicle will still accommodate the number of passengers and luggage in your party. If the new vehicle assigned costs more in fare, PVT SHUTTLE will wave the difference. If the vehicle assigned costs less in fare, PVT SHUTTLE will refund you the difference. You agree that there will be no refund should choose to cancel your reservation within the 24 hours window of your pickup time due to this vehicles change.

Toll Roads & Parking Fees:

- PVT SHUTTLE does not cover “The Toll Roads” and parking fees. Should the drivers find it necessary to use “The Toll Roads” to get to and or transport passengers to their destination, PVT SHUTTLE will charge these fees to the same card used for the reservation.

Liability:

Company is not liable in the event of mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed date. The client assumes full financial liability for any damage to the vehicle caused during the duration of the rental by them or any members of their party. A fee of 100.00 for each carpet or seat burn. Sanitation fee is 250.00. Alcohol Consumption and drug use is prohibited by law. Any fines will be paid for by the customer. The driver has the right to terminate the run without refund (if there is blatant indiscretion on the part of the client(s)). It is Illegal to stand through the sunroof. Smoking is not permitted in our vehicles. Overtime pay will apply after the first 10 minutes of prearranged time described on the run sheet. Not responsible for delays or the termination in winter caused by unsafe road conditions (ie. not salted, accidents, etc.). Not responsible for articles left in the vehicle. Vehicles cannot be loaded beyond seating capacity.

What are the restrictions on luggage?

It is best to always follow luggage policy of the airlines. A good rule of thumb is two checked bags and one carry on. If your checked bags exceed 50 pounds or the total dimensions for the checked bags exceed 80 inches (add length + width + height), or if you’ll be carrying a surfboard, crate, skis or other large items, please call our customer service to provide you with an appropriate vehicle that will accommodate you.

Who can I call for Lost & Found–?

- For lost items please call us at 909-919-5679 or e-mail us at agent.pvtshuttle@gmail.com