Shuttle Express Rider Policies
When you provide an email address when you book with us, either online or over the phone, we will email your ride confirmation to you and one e-newsletter with rider discounts. If you do not want to receive further emails from us, simply opt out when you receive the e-newsletter and you will be removed from our mailing list. Please note, the Go emails are a separate program.
More Rider Policies and Info
Additional fees: An airport fee is included in all services to and from the airport; positioning fees may apply on point-to-point charters; a fuel surcharge may apply on all services; $10 extra stop charges apply to additional stops on exclusive airport service.
Baggage Policy: Baggage will be limited to two standard-sized checked pieces of luggage (each piece not to exceed 70 pounds and/or 62 inches total dimensions) and two carry-ons (not to exceed 45 inches total dimensions) per traveling guest. Additional luggage or over-sized pieces may be subject to an extra seat charge. Please provide an accurate baggage count when booking your ride.
Normal Wear and Tear: We are not responsible for marks, scratches, broken handles, or other damage that is associated with normal use, wear and tear of luggage.
Carry-On Items: We do not check luggage. All items are considered "carry on" luggage. We are not responsible for loss or damage to items carried on board the vehicle unless it can be shown that the company was in some way negligent.
Notification of lost items or damage: Shuttle Express must be notified of any loss or damage within 24 hours of transportation. We will make every effort to locate your item for you.
Lost Items: Lost items that are recovered will be retained for 30 days and will be available for pickup on a will-call basis at our office (800 SW 16th St., Renton, WA 98057) Monday through Friday, 8 a.m. -5 p.m. After 30 days, unclaimed items will be disposed of.
Cancellation Policy: If your plans change, please contact us at least 24 hours before your van or sedan ride and 72 hours before charter or limo service to avoid no-show charges. If you cancel within the 24 hour period for vans or within the 72 hour period for charter/limo service you will be charged for the ride.
Credit Card Charges Policy:
For reservations booked by phone, credit card will be charged when you book your ride. Please note that if you add a gratuity at the time of travel, you will see a separate charge for the tip on your credit card statement.
All web reservations require a credit card payment and are charged at the time of online booking. Please note that if you add a gratuity at the time of travel, you will see a separate charge for the tip on your credit card statement.
All luxury services (including limo and tours services) require a credit card and will be charged at the time of booking.
All transactions more than $100.00 (one-way) are charged 72 hours before service. If booking falls within 72 hours of service, the card will be charged at the time of booking. Please note that if you add a gratuity at the time of travel, you will see a separate charge for the tip on your credit card statement.
Gratuities: An optional gratuity given to your share ride driver for a job well-done is appreciated. Our airport bus transfers, point-to-point and hourly charter services carry a 15% mandatory gratuity added to the base fare. Luxury limo reservations carry a mandatory 20% gratuity added to the fare.
Licensed, bonded and insured.
Limitations of Liability: Carrier will not be liable for delays caused by accident, breakdown, poor road conditions, snow storms and other conditions beyond its control and does not guarantee to arrive at, or depart from any point at any specific time in case of conditions beyond carrier's control. Any expenses incurred as a result of delayed departure or arrival times, including missed flights or travel connections, are the sole responsibility of the passenger.
Pets: Shared-Ride and Private Vehicles: Small pets are allowed and will be carried when in an appropriate container with outside dimensions not to exceed 27" long x 20" wide x 19" high that can fit at your feet in the vehicle. We must be notified at time of booking.
Exceptions: Service animals, including Seeing Eye, Hearing Impaired and certified Search dogs, when properly harnessed or leashed, will be carried free of charge. The dogs will not be permitted to occupy a seat, but must lie at the owner's feet.
Private Vehicle Wait Time: We provide a 15 minute grace period if a guest is late. After 15 minutes, you will be billed for an hour of service.
Unaccompanied Minors: Children ages 8-15 may ride unaccompanied on our exclusive airport service with a permission form signed by authorized parent/guardian. You must notify the reservation agent if the guest is an unaccompanied minor, then complete the Unaccompanied Minor form. If chauffeur is required to escort unaccompanied minor to an airline check-in point, an additional charge of $50 will be assessed. We allow children age 16 and over to ride unaccompanied on our share ride service, at parent/guardian discretion.
Unruly Passengers: In order to maintain a safe and comfortable driving environment, our drivers have the right to deny or de-board any person who, in the driver's judgment, is unruly or disruptive. This includes those under the influence of alcohol or drugs, or who are incapable of taking care of themselves, or whose condition, conduct or behavior may be objectionable to other passengers.