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Terms

PLEASE READ THESE TERMS & CONDITIONS CAREFULLY BEFORE ACCESSING OR USING THE SERVICES. YOU ARE RESPONSIBLE FOR BEING FAMILIAR WITH THEM.

Sales & Ticketing

All sales are final and all tickets are nonrefundable. All requests for refunds will be denied. Changes to passenger names, ticket dates and departure times are subject to a ticket modification fee per ticket and should be requested at least 24 hours prior to the start of business on your scheduled travel date. Ticket modifications can only be made to available dates and times as determined by Reindeer Shuttle. Your ticket(s) is (are) only valid for the date(s) and time(s) indicated. Please refer to our policy for Flight Delays and Cancellations below. No-shows tickets will automatically expire and can not be modified. All ticket modification or cancellation requests should be submitted in writing by replying to your confirmation email. Email is usually the quickest and most effective way to get a response from us at any time. Please email us at info@reindeershuttle.com if you need any assistance with your existing booking.

Boarding

Please allow yourself plenty of time to arrive at the designated pickup location at least 10-15 minutes before the designated departure time to avoid risk of being left behind. Review your confirmation email carefully for the pickup time and pickup location instructions. When boarding the shuttle, please present the driver with your photo ID and confirmation email or printed ticket. You do NOT have to print the ticket to board the shuttle. If you will need to pay any balance due at the shuttle, please have your payment ready. We will be limiting cash transactions when possible, so you may be asked to cover your balance by purchasing a gift certificate on our website using your mobile phone.

Flight Delays/Flight Cancellations

If your flight is delayed or canceled, please contact us IMMEDIATELY at info@reindeershuttle.com with your confirmation number and flight information. 

If you experience a verified flight delay you will be accommodated on the next shuttle with available seats on your ticketed travel date or the following date at no extra charge. If you choose to not move to the next available shuttle your ticket will automatically expire. 

A ticket modification fee will apply for verified flight cancellations that require the ticket to be moved more than 24 hours in either direction. If you experience a flight cancellation, which has been verified, and have not had your flight rescheduled you may be issued a store credit minus a cancellation fee. 

Tickets not affected by a flight delay or cancellation automatically become expired if they are not used at the scheduled time.

Luggage Policy

  • Included Luggage:
    • One check-in bag and two carry-on items are included with each ticket fare (FREE of charge).
      • Carry-on Bag restrictions [2 allowed]: 9 x 14 x 22 inches (22 x 35 x 56 cm) and less than 30 lbs (14 kg) each.
      • Check-in Bag restrictions [1 allowed]: length + width + height combined less than 62 linear inches (157 cm) and less than 70 lbs (32 kg).
    • Oversized or extra luggage or items are subject to additional fees; see below.
    • You must notify Reindeer Shuttle in advance in order to guarantee space for oversized or extra luggage or items; add these options when making your advanced reservation online. Reindeer Shuttle reserves the right to refuse service to any passenger with luggage that exceeds the stated limits who has not reserved oversized or extra luggage or item space in advance.
  • Oversized Luggage Upgrade:
    • Oversized luggage (a suitcase or a clothing/duffel bag) can take the place of an included luggage item for an upgrade fee.
    • Oversized luggage includes any suitcase or clothing/duffel bag that is over the weight and/or size limits prescribed above.
    • Oversized luggage should be declared in advance to guarantee space; otherwise, it will only be carried if there is extra space at walk-up time, in first-come, first-serve priority.
    • Oversized luggage fees:
      • ORD: $10; IND: $5.
  • Oversized Item (non-luggage):
    • Oversized items which are not luggage (a suitcase or a clothing/duffel bag) cannot take the place of an included luggage item. They are an additional add-on item with a separate fee.
    • Oversized items include but are not limited to: golf clubs, instruments, bicycles, ski sets, etc.
    • Oversized items should be declared in advance to guarantee space; otherwise, it will only be carried if there is extra space at walk-up time, in first-come, first-serve priority.
    • The oversized item fees are the same as the cost of a ticket (Advanced Notice or Walk-up).
      • ORD: Advanced Notice Fee $65; Walk-Up Fee $75.
      • IND: Advanced Notice Fee $33; Walk-Up Fee $38.
  • Extra Luggage:
    • Each additional bag (luggage in excess of the above luggage allowance) will be subject to an extra luggage fee per bag.
    • Extra luggage should be declared in advance to guarantee space; otherwise, it will only be carried if there is extra space at walk-up time, in first-come, first-serve priority.
    • Extra luggage fees:
      • ORD: Advanced Notice Fee $10; Walk-Up Fee $15.
      • IND: Advanced Notice Fee $5; Walk-Up Fee $10.
      • If the extra luggage is also oversized, be sure to indicate this at the time you make your reservation. The oversized luggage size limitations and fees are indicated above. Choose “

Extra luggage during a peak date is added on a first come first serve basis and can not be guaranteed. Please book extra luggage in advance.

Pet Policy

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.

Pets approved to travel will be assessed a pet fee.

Reindeer Shuttle is not responsible for…

  1. Damaged, lost, or stolen luggage and/or personal belongings
  2. Customers’ vehicles under any circumstance
  3. Lost or stolen tickets
  4. Delayed arrivals or departures under any circumstance, including, but not limited to weather, road conditions, and/or mechanical mishaps.

Reindeer Shuttle reserves the right to refuse service to any persons that may cause discomfort to other passengers and a threat to transportation safety due to reasons including, but not limited to intoxication and exhibition of rude behavior. Bicycles will be carried on a space-available basis only. Passengers of Reindeer Shuttle must be 18 years of age or older unless accompanied by an adult. Any unaccompanied passengers younger than 18 years old must seek written permission from Reindeer Shuttle before booking a ticket, or the ticket may be subject to a nonrefundable cancellation. You may not assign or otherwise transfer your Account to any other person or entity. In certain instances you may be asked to provide proof of identity to access or use the Services, and you agree that you may be denied access to or use of the Services if you refuse to provide proof of identity. As between you and Reindeer Shuttle, Reindeer Shuttle reserves the right to establish, remove and/or revise Charges for any or all services or goods obtained through the use of the Services at any time in Reindeer Shuttle’s sole discretion. You shall be responsible for the cost of repair for damage to, or necessary cleaning of vehicles and property resulting from use of the Services under your Account in excess of normal “wear and tear” damages and necessary cleaning.

I have read the Terms and Conditions and I understand that this ticket is nonrefundable.

Information for Peak Travel Dates

  • Customer Service is available through email only. All communication will need to be sent to info@reindeershuttle.com.
  • Customers will be answered in the order in which their email is received. Luggage space is limited. Luggage will be added to routes on a first come first serve basis. There is no guarantee for luggage not booked in advance.
  • Each passenger is allowed one regular sized checked-in luggage and two small carry-on bags. Carry-on luggage are items such as: book bags, computer bags, small instrument cases, mini suitcases, etc.
  • Fees onsite should be paid in cash or a gift certificate will need to be purchased for the correct amount prior to check-in. All passengers should arrive a minimum of 5-10 minutes prior to booking.
  • The passenger is the only individual authorized to communicate about their reservation.
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