FAQs

You can book your ride online by clicking the “Book Now” button at the top of this page, or by clicking here. You can also call our friendly, helpful Guest Service Representatives 24-hours a day at 425-981-7000.

If you’re having trouble, here are some helpful tips on navigating our online form:

• Enter your phone number in this format: 000-000-0000; if you have an international number, just enter zeros in this format.(The cell phone number entered should be the same phone you will be carrying while traveling).
• Please have your flight info ready, since our system checks for accurate flight data to make sure we get you there on time.
• Spell out direction designations – for example, “NE” should be “Northeast.”
• We’ll email you the confirmation, so check to see that everything is correct; contact us at guestservices@shuttleexpress.net if it isn’t. We’ll help.

We accept most major credit cards; we don’t accept cash, checks, or foreign currency.

Your credit card will be authorized 24 hours before your trip and charged when your trip is completed. Please note that if you add a gratuity at the time of travel, you might see a separate charge for the gratuity on your credit card statement.

The recommended gratuity is 18%. You can add a gratuity for your driver at any time. A tip for a job well done is optional and is greatly appreciated.

A gratuity percentage is typically 18% – 20% however not expected but appreciated.

There is a $20 international arrival fee. Your chauffeur will wait up to one hour. After one hour of wait time, there may be additional wait time charges.

We charge $20 for each extra stop added to private point-to-point service (sedan, SUV, and limo). Vans and coaches are charged on an hourly basis and have no extra stop fee, however additional charges will be incurred for reservations that go overtime.

Yes, a Holiday surcharge of 20% will be added to all services provided during holidays listed below. A one-hour grace period is added at the end of each holiday day to account for flight arrival time prior to end of day and actual pick-up time after midnight, except for New Year’s Eve. For example: Any arriving flight from 11:00 p.m. on the night of the holiday will not be charged the holiday fee to account for any delays in flight time. If a plane arrives at 11:45 p.m. on Memorial Day evening and you check in at the counter after midnight, you will not be charged the surcharge.

Surcharge to be added for the following holidays:

• New Year’s Eve
• New Year’s Day
• Christmas Eve
• Christmas Day
• Memorial Day
• July 4
• Labor Day
• Thanksgiving Day

Yes, if your child needs a car seat you are responsible for bringing one. Most airlines will check your car seat at no charge. Smarte Carte at Sea-Tac Airport is also available for storage – contact Smarte Carte at (206) 433-5333. Please note, car seats are not required by law in commercial vans such as ours.

Baggage is limited to available space in the vehicle type that you choose. Additional luggage or over-sized pieces like golf clubs may require you to book a larger vehicle to accommodate larger luggage. Please provide an accurate baggage count when booking your ride.

To the Airport: Pre-booked rides to the airport are required. When you book your ride to the airport, we calculate your pick-up time. You can expect your driver to arrive between your pick-up time and up to 15 minutes before. This pick-up window allows for extra traffic and weather conditions. For example, if your pick up time is 10:00 a.m., your pick-up window may be any time between 9:45 a.m. and 10:00 a.m. NOTE: For all Hawaii-bound bookings, please book as an International Flight to ensure you have adequate time to make your flight.

From the airport: Pre-booked rides from the airport are required.

Non-airport: Shuttle Express offers private service with our exclusive sedans, limos, coaches, and vans. Please call our Guest Service Center at 425-981-7000 for more information.

Private Sedan, SUV Transfer Services

 In the event you need to cancel, we have options for you:

1. We are happy to extend your reservations out to a later date, and when you know your new travel plans, we can easily adjust to your new schedule.
2. We are happy to provide Vouchers for your future transportation needs in place of a refund.
3. We will cancel your fare and refund back to your credit card on file.

Cancellations for Sedan and SUV transfers must be made at least 2 hours before the pick-up date and time.
Cancellations for larger vehicles, specialty vehicles, or hourly charters require cancellation at least 24 hours before the pick-up date and time.
Cancellations for Mini Coaches or Motor Coaches require cancellation at least 14 days before the pick-up date and time.
Other cancellation policies may apply. Call for more details.

If you booked online, go to Online Reservations, log-in using your user id and password, choose the trip you need to cancel, click on the Cancel button, and then follow the prompts. Please note cancellations online must be submitted 12 hours in advance. For cancellations less than 12 hours, you must call our reservation team at 425-981-7000. You can also call our Guest Service Center at 425-981-7000 or email guestservices@shuttleexpress.com to cancel. Please reference your confirmation number.

Coach and Specialty Charters (14+ passengers)
Cancellations made at least 14 days before the confirmed pick-up date and time will be refunded 100%.
Cancellations within 14 days of confirmed pick-up date and time will result in forfeiture of 30% deposit.
Cancellations within 72 hours and “no shows” will result in a 100% cancellation charge.

Direct Bill Accounts
Cancellation fees will be charged per cancellation policies listed above and are due Net 30.

If you didn’t use your pre-booked airport booking, contact us at 425-981-7000 or email guestservices@shuttleexpress.com and we will either update your reservation or cancel it at your request.

When you book your ride to the airport, we calculate your pick-up time. You can expect your driver to arrive between your pick-up time and up to 15 minutes before. This pick-up window allows for extra traffic and weather conditions. For example, if your pick-up time is 10:00 a.m., your pick-up window will be any time between 9:45 a.m. and 10:00 a.m.

We set your pick-up time to get you to the airport 120 minutes before your flight, based on the TSA’s recommendation. However, we are not responsible for service delays caused by circumstances out of our control, including but not limited to: severe weather, heavy traffic, major accidents, and traffic-disrupting events. If you feel you missed your flight because of our service, submit your claim in writing within 30 days to Shuttle Express, 15701 Nelson Pl S, Seattle, WA 98188. Upon receipt of your claim, management will review and contact you. We build our trips in advance to ensure we get you to the airport on time, so it’s important to book in advance.

For Private Service:
Your chauffeur will meet you in baggage claim at the escalators closest to the gate that your aircraft arrived at. If at any time you have problems locating your chauffeur, call us at 425-981-7000.

We extend a 14-minute grace period if you are late for your private service. After 15 minutes, you will be billed $15 for every 15 minutes the driver/chauffeur waits.

Shuttle Express does provide private, charter service to Canada if the trip begins in the United States. We are prohibited by Canadian law from providing any service that originates in Canada. We partner with Quick Shuttle, a shuttle and charter service based in Vancouver, BC. If you would like daily, shared transportation between Vancouver, BC, and Seattle, please contact Quick Shuttle directly at 1-800-665-2122.

Shuttle Express will make every effort to safely provide service to our guests. During inclement weather or catastrophic events that make driving difficult or hazardous, we will implement service changes, including offering alternate pick-up/drop-off locations for our guests. For detailed information on what to expect during these times, visit our Storm Operations page.

Small pets are allowed when in an appropriate pet container that can fit in the vehicle. We must be notified at time of booking. Guests with large kennels exceeding 27″ long x 20″ wide x 19″ high might have to reserve a larger vehicle. Exceptions: properly harnessed or leashed service animals, including seeing eye, hearing impaired, and certified search dogs, will be carried free of charge. The dogs will not be permitted to occupy a seat, but must lie at the owner’s feet.

At Pier 66 (Bell Street Pier): Pier 66 – Bell Street Pier: Private transfers disembarking the ship
Once you leave customs- call our dispatch phone number 425-981-7000 and they will coordinate a vehicle to reach you.

If you are not going to the airport then call our dispatch team at 425-981-7000 when you are on the curb. They will get a driver to pick up your group.

Private transfers: Once you leave customs go out the entryway doors and turn right you will see the Overhead Bridge, call our dispatch phone number 425-981-7000 and they will coordinate a vehicle to reach you. They will get a driver to pick up your group Under the Overhead Bridge spanning Alaskan Way.

At Pier 91 (Smith Cove Cruise Terminal): Pier 91 – Private transfers: Once you leave customs- follow the sign’s instructions and go to Lane “T”. Once at the curb call our dispatch team at 425-981-7000. They will get your driver to meet you at the curb.

Yes, Pre-booking is requird, so please plan ahead. To pre-book, go to the online booking link or call us at 425-981-7000 and one of our Guest Service Representatives will happily assist you. We look forward to seeing you in Seattle.