Airport Link Shuttle Policies

Terms of Service

All transportation operated by Cheam Tours Ltd DBA (Airport Link Shuttle) is subject to the following Terms of Service (Terms). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published the link in our top menu of our website.

Single Rider Fare Policy

The per person and couple, or second passenger rate as set out apply when there are two or more passengers traveling at the same time to same direction the second person or couple rate will be charged to single rider when no other fare are picked up between pick up point and destination. For further detail of single rider fare policy please contact office staff or with driver.

Reservations

Reservations for transportation to the airport are valid only for the time and date specified. Reservations for transportation from the airport are valid only for the date specified. Airport Link Shuttle is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.

Shared Rides to airport or cruise ship

48 hrs notice is required for Reservations for service to the airport and cruise ship terminal. Airport Link Shuttle guarantees the customer will arrive at the airport in time to make his or her flight unless delayed by traffic, road work, weather or vehicle break down. If customer selects pickup times outside of scheduled times that booking becomes a charter trip and the fare will convert to couples rate and they do so at their own risk (AOR) and are no longer eligible for a refund of the fare for time delays outside of the 15-minute window pickup, or for reimbursement of any resulting costs.

The transfer shuttle to Vancouver Cruise Ship Terminals should arrive within the 15-minute window selected at the time of booking. It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at the beginning of the 15-minute window, and remain for the full designated 15-minute pickup window. Failure to do so may inhibit our ability to provide service and may result in possible forfeiture of fare.

The customer must include the Day of Travel phone number in the event the driver (Operator) calls for assistance during the pickup process. Operators are not required to call this phone number in advance of the pickup, however. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare. Customer may also receive additional notification calls to the designated contact number announcing reservation details in advance of the pickup.

Shared Ride from Airport or cruise ship

Reservations from the airport are required in only originated area tri city or Fraser Valley. Where reservations are required, they are recommended to allow us to better meet demand.

Advance reservations do not guarantee a van will be waiting for the customer at the designated spot assigned by Vancouver airport authority at time of arrival. Vans are assigned to passengers with advance booking. All non pre booked trip must call the dispatch office at the time to get the service for next available time of our shuttle. Wait times for pick-up from the airport terminal can vary from delay of flight or custom or immigrations delays. Our company driver will wait only 30 min after the pickup time given unless contacted by the customer.

Short Notice Reservations

We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.

There are no refunds on prepaid trips available for reservations made with less than two hours advance notice.

Reservation Abandonment

Reservation abandonment occurs when the drivers cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction, so as not to jeopardize pick-up of other shared-ride passengers. Pre paid fare will not be refunded.

Minors

Airport Link Shuttle does not provide service for unaccompanied minors (children). We do not have the resources to guide unaccompanied minors from the airport to their destination and vice-versa. All children must be travelling with adults.

Tolls, taxes and other fees are included in the calculated cost of the ride but customer may be responsible for additional charges [extra waiting, reroutes, over size pieces, Etc] Reservations for private transportation or groups with multiple stops will be routed from furthest pick-up point to the closest, and quoted accordingly.

  • Children under 2- no charge when accompanied by adult.
  • Children 3-11 years - half the applicable adult rate
  • Children 12 and over, adult rate

Transfers

A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not modified.

Exclusive, Non-Stop Airport Transfers

These reservations include door to door service from to the airport and return. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Extra stops are available for this service for an additional fee and are discussed below.

Charter Reservations

Charters 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. Extra stops are available for point to point reservations for an additional fee and are discussed in the following section. Hourly charters require a three-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 Stop Fee

Customers may add an additional stop to a non-stop airport transfer or a point to point reservation for an additional fee to be agreed upon with driver.

Payments

Customers must pay by PayPal or our account at time of booking to secure advance reservations. Any charges processed at the time of booking and are refundable following the terms outlined in the Cancellation Policy below.

For reservations booked at the airport with our dispatch or going to airport or to/from cruise ship, payment can be paid to driver by VISA, MASTER CARD DEBIT OR CASH.

Personal Identification

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.

Receipts

Phone and web-based reservations have the option to receive an email confirmation with complete reservation and payment details, it is the customer’s responsibility to ask driver for a receipt as proof of payment in van. Airport Link Shuttle cannot guarantee the generation of receipts after the fact.

Foreign Exchange Students

All trips booked on line or called to our office with prepaid or non prepaid trips must notify us on line the fare is foreign exchange student. if students require a visa and could be get delayed by Immigration we must be notified so that we can book this trip under charter booking and fare will be couple rate plus tax due to single rider fare policy (please see our single rider fare policy at our web page) and we will assign driver to foreign exchange student only and driver will hold name sign at the arrival lobby.

If couple rate booking or charter rate booking is not desired, booking can be made with regular fare at our scheduled pickup times. The driver will leave 1/2 hours after the pickup time given from Vancouver International Airport YVR if there are other passengers waiting to depart.

We will assign pick time two hours after the flight arrival. Our driver will wait at the airport up to two hours after the flight arrival. Any time exceeding two hours will be charged $20.00 per hour.

If the reservation is impacted by airline delays, the customer must call our dispatch office or contact our driver in case of delay at customs and immigration. Such cancellations may qualify for a refund when a replacement reservation is made. In such a case, the driver will leave after 1/2 hours after the departure time. If there is no further available pickup time, Airport Link Shuttle will not be responsible for service due to the above conditions.

Cancellation Policy

Airport Link Shuttle requires 24 hours notice for any changes or cancellation to fare bookings on pre-paid trips. 48 hours notice is needed for any changes or cancellation on charter trips or Whistler trips on pre paid booking. Otherwise full fare will be charged to customers accounts or credit card. When there in sufficient time given customer must call during office hours. Driver will wait only wait ½ hour from pick-up time given from Vancouver Airport or Cruise ship and no refund will be given on paid trips.

Customers can cancel a Airport Link Shuttle ride at any time up to 24 hours before the scheduled pickup for a full refund using the website, mobile website or called in to dispatch at 604-594-3333, or our emergency line no: 604-841-9271.

Airport Link Shuttle will not provide a refund if the reservation is cancelled or changed less than 24 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made for same day service for pickup time.

Flight Cancellations and Airline Delays

Failure to contact airport link shuttle with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays but customer must call our dispatch office or our driver in case of delay by custom or immigration and cancellations may qualify for refund when a replacement reservation is made and driver will leave ½ hrs after the pickup time given and there may not be next pick up time available company will not responsible for service due to above conditions.

Luggage

Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.

Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.

  • For each passenger, at no extra cost, the following is accepted on board the vehicle:
    • 2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.
    • Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.
    • Vehicles have limited space. Items considered excessive are subject to a small fee. The fee is dependent on the item(s) in question and may vary by location. Athletic equipment (e.g. bikes, surfboards, skis, golf clubs, etc.), non-ADA motorized scooters, and pet carriers will be subject to additional fees. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Large boxes may also incur an additional fee. Boxes include bicycle boxes, travel trunks, and musical cases for larger instruments. Shipping boxes are also considered oversized due to the weight they can hold, not because of their dimensions. Depending on the city, and the city's vehicle type, items like these may require an Exclusive reservation.
    • Large trunks, athletic equipment and oversized luggage may require Exclusive van service.

Damaged or Lost Items

Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. Airport Link Shuttle and its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.

It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.

Customer must report significant damage to any personal items during use of the service immediately to Customer Care 604-594-3333 In the event Airport Link Shuttle determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed $250.00 per passenger unless local regulations deem otherwise. Airport Link Shuttle reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.

Airport Link Shuttle and its operators are not liable for lost items left behind in the vehicle by a customer. However, Airport Link Shuttle does want to help customers reunite with lost items whenever possible. If an item is lost, Airport Link Shuttle must be notify by customer at our dispatch line at 604-594-3333 or after the office hours at 604-841-9271 Returning lost items may incur delivery and/or shipping charges.

Refunds

For Credit Card Refunds: Once approved, a refund request is submitted within 24 hours, excluding weekends and federal holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund.

For Check Refunds: Once approved, refund requests are entered on a daily basis. Checks are cut once weekly and put in the mail for delivery to the address provided every Friday; delivery varies dependent on holidays.

  • Limitations on Compensation Following Service Failure where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.
  • In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.
  • Limitations on Compensation Following Missed Flights When it is determined to be company fault, Airport Link Shuttle may provide compensation not to exceed $100.00 per person for domestic flights and $100.00 per person for international flights or Airport Link Shuttle may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights.
  • Airport Link Shuttle does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.

Safety

Seatbelts are provided for customer safety. Airport Link Shuttle requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws. To review the safety belt laws for the area in which you will be traveling please visit the British Columbia website at: http://www.pssg.gov.bc.ca/osmv/road-safety/seatbelts.htm

Please use step Stool or running boards when entering or exiting the shuttle vans.

Vehicle Capacities

  • Airport Link Shuttle 7-8 passengers seating capacity depending on the vehicle profile. Oversized or excess luggage may require a larger or private vehicle at an additional cost.
  • Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Smoking

Smoking is not permitted in any of our vehicles.

Special Handling

  • Accessible Transportation

    • Airport Link Shuttle does not have wheel chair or special need vehicles

  • Traveling with Children

    • Airport Link Shuttle welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. Our province do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the province in which they will be traveling. For more information on applicable laws, please visit the British Columbia website at: http://www.pssg.gov.bc.ca/osmv/road-safety/seatbelts.htm Operators reserve the right to refuse service to parties out of compliance with law.
    • Traveling Minors

      • Customers under the age of 16 must be accompanied by a parent or guardian for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.
    • Pets

      • Pets are permitted with advance reservations. All pets, excluding service animals, must be kenneled. Small kennel $15.00 for cat or small dog and $20.00 for large kennel All pets must be properly secured. Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal

User Error

Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. Airport Link Shuttle is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications.

Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, certain locations provide automated reminder phone calls the day before pickup, allowing the customer time to cancel or make any changes two hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.

Travel Times and Delays

Airport Link Shuttle and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, Airport Link Shuttle reserves the right to cancel and refund reservations in advance of the scheduled pickup.

Travel Times

  • Unlike direct transportation, shared ride travel typically takes longer as customers wait for fellow passengers to load or unload. In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions. Because of these variables, we cannot provide an exact travel time.

Service Advisories

  • At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, Airport Link Shuttle will notify riders to notify customers in advance.

Contact us if you have any concerns.

If you have any questions about this Policy, the practices of this site, or your dealings with this site, please contact us. This document was last updated on November 4, 2016

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