What happens if my flight is delayed?
- If you notify us before your originally scheduled pickup time, and as long as we can verify the delay either through the airline’s public flight status data or proof of communication from the airline with you, there will be no fee to move you to the next shuttle with available space after your arrival.
- As soon as you know that you’re not going to make it to the shuttle at your scheduled pickup time, you should contact us by email to notify us of the delay, referencing the confirmation number for the reservation.
- The easiest way to do this is to reply to either your confirmation email or the reminder email; these already have your confirmation number embedded in the subject line.
- In your email, include the flight number for the affected flight so that we can verify the delay with the airline. If your flight number changes, we will need to know the new flight number so that we know when you will be expected to land.
- To help us select the right shuttle time for your updated arrival, please let us know if you’ll need to wait for baggage claim or go through customs/immigration.
- If you experience any further delays, keep us posted via email.
What if I am not at the pick-up location on time?
- Once we are done checking in all of the passengers who have arrived, we will attempt to contact the remaining passengers using the phone number provided on their reservation.
- We are able call international phone numbers from any country in the world, so please make sure that you have an active phone plan that works in the US, even if your number comes from another country.
- If we are unable to reach you, we will leave a voicemail indicating what time we are leaving. Please ensure that your voice mailbox is set up and is able to accept messages.
When are schedules with the additional routes for peak travel times posted? When should I purchase shuttle tickets?
- Additional shuttle times for our heaviest travel seasons are typically made available online approximately two months beforehand.
- Peak seasons include: the beginning and end of the fall & spring semesters, October Break, Thanksgiving Break, Winter Break, and Spring Break.
- The ideal time to book your shuttle should be somewhere between 2 weeks to 2 months before you plan to travel. This allows us enough time to gauge demand with precision and make arrangements so that we send vehicles with enough capacity based on our forecast.
- You should still book your airline travel at whatever point you can get the best available deal, but you should wait until we make additional times available before you book your shuttle.
- Our experience has been that when people book their shuttle tickets with too much lead time, they often end up having to change their plans later, or forget that they have already made the reservation, incurring unnecessary change fees.
- As long as the vehicle is not sold out, tickets can be purchased online up to 1 hour before the scheduled departure, but routes fill up quickly during peak travel seasons, and the only way to guarantee your seat for that exact time and to get the lowest available price (including student discounts), is to book it in advance.
- Waiting until the last minute is highly discouraged unless the rest of your travel plans are likely to change at the last minute (i.e., if you are flying standby). If you miss the online booking window, the ticket will cost more at the bus, and you risk not getting a seat due to a sellout situation.
- As long as we have at least one person scheduled for any given trip, we will be operating that shuttle. We do reserve the right to cancel shuttles in advance if there are no reservations for that time slot, but we do not cancel shuttles if there are existing reservations already.
How long do I need to allow for luggage or customs?
- For most flights, you should allow a minimum of 30 minutes to collect your items at baggage claim.
- For international flights, you should allow a minimum of 1 hour for customs. If you are arriving on an international flight during a peak travel season, you should allow even more time than this, as the customs line often gets very congested.
- If your passport is from, or you are traveling from, a country that has any active State Department travel warnings in place, you should allow extra time for potential delays at customs.
- Regardless of your luggage or customs situation, you should also allow time to walk from the gate to the shuttle pickup, as well as any pit stops for food/drink or restroom breaks.
- In general, you should plan conservatively to avoid situations where minor delays cause you to miss your shuttle.
What is the travel time from ORD to West Lafayette? It seems like a lot longer trip that direction.
- On a good day, it takes about 2 & 1/2 hours to travel from the final pick-up stop in West Lafayette to Chicago O’Hare International Airport. However, Chicago traffic can be wildly unpredictable, and we budget about 3 hours for the trip to account for this.
- There is a time zone change involved in this trip: West Lafayette is in Eastern Time, and Chicago is in Central Time (1 hour behind). This means that we “gain” an hour on the way to Chicago, but “lose” that hour on the way back to Purdue.
- Because we list our departure and arrival times in the appropriate local time zone for each pickup or drop-off location, the trip appears to take only 2 & 1/2 hours going to the airport, and 4 hours coming back.
How much buffer for time should I plan for from the shuttle’s arrival at the airport to the scheduled flight departure?
- We defer to the TSA guidelines for how much time you should allow to check in for a flight, but also recognize that everyone’s situation may be different. The TSA says:
- “You are encouraged to contact your airline as times may vary depending on the airport and date of travel. In general, please allow time for parking/shuttle transportation, airline check-in, obtaining a boarding pass and going through the security screening process, which includes screening of your carry-on bag. You may check how busy the airport is likely to be on your specific day and time of travel based on historical data by downloading the MyTSA app.
- Regardless of your situation, you should plan as conservatively as is reasonably possible to minimize the chance that unexpected delays disrupt your travel. Although we make every effort to avoid delays and have an exceptional track record of on-time performance, there are a number of things beyond our control that can cause us to arrive later than expected.
- In general: for domestic flights, you should plan a minimum of 2 hours between your arrival at the airport and your flight departure time. For international flights, this gap should be a minimum of 3 hours.
- At times, you will have to exercise some judgment based on your own comfort level with traveling, whether you have checked bags, whether you are able to pass through security with an accelerated clearance program such as TSA-PreCheck, and any other travel data available to you. The decision is ultimately up to you, but if you decide to travel with less of a cushion than is recommended, then please recognize that you are taking a calculated risk.
Do students need their ID for a student ticket? What if I don’t have one yet?
- Current and incoming students from any college or university anywhere in the world are eligible for the student discount, by booking a student ticket. If you do not yet have a student ID issued to you, your passport and I-20 or your admissions letter will suffice as proof of student status.
- Basically, just be prepared to show anything that verifies your status as a student when you check in with the driver.
How much luggage can they bring?
- Each ticket comes with an allowance for two (2) carry-on bags and one (1) checked bag. The size and weight restrictions for these items should closely resemble what you are used to with most airlines.
- Airlines vary widely in how many items they will allow you to bring free of charge. Some international airlines allow you to bring as many as 3 checked bags included in the cost of your ticket, while others will charge you for every single bag. Either way, you are paying for the luggage space — whether or not it’s included in the fare. With our vehicles, the luggage policy is a product of the geometric limits of the space. We simply cannot allow everyone to bring multiple checked bags and still guarantee that there will be room for everyone. Once we reach the vehicle’s limits for cargo space, we have to either cut off reservations, or switch to a larger vehicle. For this reason, we must have a good idea of how much overall luggage space is needed ahead of time, and the best way to do that is to require advance notice and to charge a nominal fee for the space.
- If you will need to reserve additional luggage space for any extra or oversized items, please add the appropriate extra luggage to your cart when booking the ticket or contact us in advance by email.
- If we are not given advance notice of your extra luggage needs, the fees for your luggage will be higher at check-in. Save money by planning ahead!
- For more detailed information, you can refer to the luggage policy found in the terms & conditions on the checkout screen when you make your reservation.
How do I book a ticket with you and does it need to be printed?
- To guarantee your seat in advance and pay the lowest available price, click “Book Now” and follow the prompts to check availability and make your reservation. All sales are final and tickets are nonrefundable, so you should only make your reservation once your travel plans are firm.
- You do not need to print your ticket or confirmation email. When boarding the shuttle, have your photo ID and confirmation number ready for the driver. Keep your confirmation email handy just in case you need to refresh yourself on any final details before boarding.
- If you booked a student ticket, you will need to show your student ID to verify your eligibility for the discount. Purdue Alumni Association members may also book a PAA ticket and show their membership card to verify their eligibility.
How do I receive a copy of my confirmation email and reminder emails?
- When you provide details for each guest on your reservation, the first name, last name, phone number, and email should all belong to the person traveling.
- If you want to receive emails regarding your reservation at multiple addresses, simply include all of the email addresses needed on the email line, separated by a comma. For example: “yourname@mysuperemail.com, otherperson@greatmailservice.net”.
How do I make a reservation?
- If the date of your reservation is 24 hours or more from the booking date:
- You can book online at reindeershuttle.com.
- Have a representative book your ticket by emailing info@reindeershuttle.com and pay an offline booking fee of $5
How do I make a last minute reservation?
- Email us at info@reindeershuttle.com.
What are the pick up and drop off locations?
- ORD Pick-ups:
- Quality Inn
- Co Rec
- Purdue Memorial Union
- MMF – at ORD
- ORD Drop-offs:
- Quality Inn
- Co Rec
- Purdue Memorial Union
- Terminal 5 – at ORD
- Indianapolis International Airport: Pick-ups/ Drop-offs:
- Quality Inn
- Co Rec
- Purdue Memorial Union
- Courtyard Marriott
- Ground Transportation Center- Zone 5 at IND
Am I required to show identification and if so, what identification is acceptable?
- Yes you are required to show a form of photo identification:
- Student ID
- Drivers License or Permit
- Government Issued Photo ID
- Passport
- PAA Membership
Can someone other than the passenger make contact about the reservation?
- No. Only the passenger listed on the reservation can contact customer service regarding the reservation (unless the passenger is a verified minor).
Am I able to bring my pet?
- No animals will be transported without prior written permission, except guide dogs as required by law. If you need to transport an animal, please contact us by email beforehand with details on the animal breed, size, weight, and dimensions of the carrier you will be using.
- Dogs and cats up to 20 pounds (combined weight of pet and carrier) are welcome on regular shuttle routes and private charters. Our check-in process is simple, making traveling with your four-legged friend easy and enjoyable.
- Carriers cannot be placed on the seats and must either be held in the owner’s lap or placed on the floor. Pets must remain in the carrier for the duration of the ride.
Are service animals welcome?
- Yes. They must sit on the floor at the feet of the passenger. They cannot take up the space of another seat or sit in the walk-ways due to safety. If they take up extra space, you must pay for an extra ticket for the service animals.
What am I allowed to bring for luggage?
- Each ticket purchase comes with two carry-ons and one regular sized checked suitcase. A carry-on is an item that is the size of a back-pack/mini suitcase or smaller.
Can I give my ticket to a friend?
- In order to transfer your ticket to another person you have to request a ticket modification a minimum of 24 hours prior to your scheduled travel date. You will also need to pay a modification fee for the name change.
Can I donate my ticket?
- No. A ticket is purchased for a specific date/time and will need to be used by the passenger listed on the reservation unless modified in advance of the travel date.
Are minor passengers allowed to travel alone?
- We require that all minor passengers must be 13 years of age or older to travel without an adult companion. All minor passengers are required to sit as close to the driver as possible.
Can you use tobacco or vape in vehicles?
- No. We are a tobacco free company. This includes the use of vapes.
What if I want to cancel my ticket?
- All tickets are non-refundable. If you cancel your ticket you will not receive a refund or store credit.
What if I miss my shuttle?
- If you miss your shuttle due to a verified flight delay we allow you to take the next shuttle with available space as long as you communicated your delay in advance.
- If you miss your shuttle for any reason outside of a flight delay your ticket is considered a no show and it will expire.
What if I have an emergency?
- The emergency must directly affect your ability to travel and must be verified.
- Medical – requires a form sent from the doctor’s office that states you are unable to travel.
- Accident – requires a police report.
What if I have an issue with my driver?
- *Contact us immediately at info@reindeershuttle.com, explain the situation, and request to speak to a manager.
Is this ticket refundable?
- No. All tickets and products are considered non-refundable purchases.
Can I receive a store credit for future travel?
- No. We do not offer store credit.
Can I be picked up or dropped off at locations outside of the scheduled route?
- No. You can request private car service on our website if you need specific pick-up and drop-off locations. There is no exception.
How do I request a private car service?
- You can request a quote on our website at https://www.reindeershuttle.com/charters/.
What if the weather is bad?
- We do not cancel due to inclement weather unless advised otherwise by county or State officials.
How much time should I allow from my shuttle arrival at the airport and my flight departure time?
- IND – 1.5 to 2 hours
- ORD – 2.5 to 3 hours
What do I do if I have an oversized item?
- You pay an oversized item fee while booking your reservation or request to add this item by emailing us at info@reindeershuttle.com.
Do you have discounted tickets?
- There are certain discounts available online. To get a discounted ticket you must book in advance online. We offer a discount for students and PAA members.
What do I do if I lose an item on your shuttle?
- Email us at info@reindeershuttle.com with your confirmation number and a description of your lost item.
Are food and drink permitted?
- Yes, but you will be charged a $75 cleaning fee if you leave a mess behind after departing the shuttle.
Is it okay to give my driver a tip?
- Yes! You are welcome to give your driver a cash tip.
What is a walk up ticket?
- A walk-up ticket is any ticket booked less than 24 hours in advance of the travel date.
When are you customer service hours?
- Our regular phone business hours are Monday – Friday 9am – 5pm. We have 24 hour customer service via email Monday – Sunday at info@reindeershuttle.com.
What if I don’t have my identification?
- If you do not have identification you will be unable to ride on the shuttle. Identification is required for the safety of all passengers.
What if I don’t have cash on me to pay a modification fee at the shuttle pick up location?
- You will need to use a debit or credit card and purchase a gift certificate on our website at reindeershuttle.com.