Airport Shuttle Service Standards

General: The Custom Transit Airport Shuttle is a door-to-door, shared-ride service. It makes a maximum of 3 stops going to or from the airport.

Multiple-passenger orders mean all passengers are picked up at the same location and/or arrive on the same flight. If you are not at the same address or are not arriving on the same flight you must book separate trips to use the shuttle.

In order to avoid surcharges, orders must be placed by 8 p.m. Eastern Time the day before service is desired, whether via phone, Internet or other means. All web site orders MUST be placed by 8 p.m. Eastern Time the day before service is desired.

Days & Hours of Operation: The Custom Transit Airport Shuttle operates every day of the year from 4:30 a.m. until 12:59 a.m. For inbound orders, this means only that the flight has to be originally scheduled to land by 12:59 a.m. -- we do not leave customers stranded or penalize them in any way for delayed flights, or for having to pick up their luggage. Orders after 10:59 p.m. are subject to extra charges and restricted availability and therefore must be phoned in. Web orders cannot be requested for flights past 10:59 p.m. The Custom Transit dispatch center is open every day of the year, 24 hours a day.

Round-trip Discounts Any discount offered for round-trips is subject to the following conditions:
  1. All trip information for the return leg of the round-trip must be provided to Custom Transit before (not while) the customer is in the vehicle for the first leg of the trip.
  2. Payment for the entire amount of the round-trip must be made on the first leg of the trip. Failure to do so will result in the customer being charged for a one-way trip, and the cancellation of the second leg of the round-trip.
  3. Refunds of unused portions of round-trips are subject to a $5 service charge once payment has been collected. This means that the refund will be the difference between the round-trip price and the one-way price (that was actually used), minus $5. This service charge will also apply to customers who have placed a reservation and wish to change it of their own accord (not the vagaries of the airlines), and Custom Transit is unable to accomodate the new request.
  4. When a customer does not show up for the second leg of their round-trip, or when they miss their ride with Custom Transit because they have provided us with inaccurate flight information, they are not due any refund of the amount they have paid for the round-trip. If they wish to still travel with us, they must place a new order for which they will be charged (the applicable price).
  5. Round-trips do not have to have the same pick-up and drop-off point in order to qualify for this discount. For instance, it is fine to be picked up at work when going to the airport, and to be dropped off at home on the return.

Service Information: There is a 15-minute pick-up window on all orders. This means that a 9 a.m. reservation will be picked up between 9 and 9:15 a.m. The driver will wait on-site for up to, but no more than, five minutes during the pick-up window before leaving, so it is necessary to be watching during the scheduled time.

Because it is a shared-ride service, we advise customers to allow one hour from their reservation time to arrive at the airport. The 15-minute pick-up window is included in this hour. If we do not complete a given trip to or from the airport in one hour and ten minutes from the stated reservation time, Custom Transit will provide that leg of the trip free.