All transportation operated by ExecuCar and its affiliates (“ExecuCar”) 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 at: execucar.com/terms.
By agreeing to these terms of service, you also confirm that you understand how our service works.
Last Updated: September 16th, 2016.
Reservations to the airport are valid only for the time and date specified. Reservations from the airport are valid only for the date specified. ExecuCar is not responsible for customer error resulting in unused reservations or missed flights. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.
ExecuCar to the Airport
This service is a private, direct transportation service utilizing luxury sedans and SUVs for non-stop transportation to the airport.
ExecuCar “Will Call” from the Airport
Airport “Will Call” reservations vary by airport authority and are a curbside pickup, where allowable. After collecting his/her luggage, the customer must call the number included in the confirmation for further instruction on where to meet the driver (“Operator”). Dispatch may ask for an identifying clothing color so the Operator can differentiate the customer from others waiting on the boarding curb.
ExecuCar “Meet and Greet” from the Airport
Airport “Meet and Greet” reservations will require an additional fee. The ExecuCar operator will meet the customer in baggage claim with a personalized sign/placard. The Operator will assist the customer with luggage and proceed to the parking area to board the vehicle.
Short Notice Reservations
Short notice reservations are reservations made less than two hours prior to requested pickup times. 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 available for reservations made with less than one hour advance notice.
Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach customer for further instruction using the “Day of Travel” contact number provided.
Tolls, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges.
Exclusive, Non-Stop Airport Transfers
These reservations include sedan and SUV service. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Fees for additional stop requests are discussed below.
Charters options include point to point or hourly transportation. Point to point reservations require a minimum charge plus distance-traveled charge and advance reservations. Vehicles are available based on demand and cannot be guaranteed on short notice. Hourly charters require a two-hour minimum reservation and at least one hour advanced notice. Hourly charter reservations should be made in advance to ensure availability.
Extra Stop Fee
Customers may add an additional stop to an airport transfer or point to point reservation for an additional fee. Extra stop fees vary and will be charged at the city’s or vehicle operator’s discretion. Extra Stop Fees do not apply to charter reservations. If an extra stop incurs additional miles, additional fees may apply.
Wait Fees are incurred when the customer is unable to go at the requested time and the vehicle’s operator must wait for more than a few minutes to provide service. Fees are intended for waits that are usually excessive and wait fees are charged at the vehicle operator’s discretion.
Customers must pay 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.
Our operators and staff reserve the right to request personal identification from 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.
Company-issued vouchers serve as a form of payment and the original, hard-copy voucher must be presented to the vehicle operator in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present the voucher to the ExecuCar Customer Service Representative at the airport. Additional payment may be required to cover the cost of your ride. If the value on the voucher exceeds the reservation fee, the difference will not be returned. Vouchers provided by ExecuCar are only valid for one year from date of issue or marked expiration date, whichever comes first. Expired vouchers will not be reissued and cannot be redeemed as a form of payment. Vouchers cannot be replaced or refunded if lost or stolen.
Company-issued vouchers serve only as a form of payment and do not constitute a reservation. Customers must still schedule a reservation in advance to ensure pick-up.
Third Party Vouchers
ExecuCar permits a variety of partners to re-sell its services, including travel agents, travel aggregators, and transportation aggregators. For third party providers, terms and conditions for services and vouchers will be established by the provider, but shall not supersede the Terms established herein by ExecuCar. It is the customer’s responsibility to ensure that the terms of any services purchased match the service for which they intend to use it, prior to any posted expiration dates. Expired vouchers cannot be redeemed as a form of payment. Refunds, changes to reservations, and billing issues on reservations made through third party travel partners and agents must be directed to the third party provider or agent firm for assistance.
Vouchers serve as a form of payment and the original, hard-copy voucher may be required in-vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present your voucher to the ExecuCar Customer Service Representative at the airport.
Depending on arrangements made with the Third Party Provider, vouchers may serve only as a form of payment and may not constitute a reservation. Customers may still need to schedule a reservation in advance to ensure pick-up.
Fare Tickets are tickets distributed by SuperShuttle staff or computerized kiosk upon check-in at the airport. They can only be redeemed using the original issued ticket. They cannot be redeemed through facsimile or scanned image. Fare tickets that have been purchased are non-refundable if not redeemed within 30 days.
Direct Bill accounts allow customers to book online, by phone, curbside, or in-vehicle. Accounts are billed after the reservation is complete. These accounts are typically managed as part of Corporate Accounts and require credit approval.
Discount codes are valid for use while reserving the service via execucar.com, m.execucar.com, and the official mobile application zTrip. They cannot be combined with other offers. They cannot be redeemed using third party providers. Discounts cannot be applied during phone reservations. Under no circumstances will a discount be applied past the expiration date.
Phone- and web-based reservations have the option to receive an email confirmation with complete reservation and payment details. For reservations made at the airport, it is the customer’s responsibility to ask for a receipt as proof of payment in vehicle. ExecuCar cannot guarantee the generation of receipts after the fact.
Customers can cancel an ExecuCar reservation at any time up to one (1) hour before the scheduled pickup for a full refund using the website, mobile website, and the official mobile apps. Cancellations can also be made by calling 1 (800) 410-4444.
ExecuCar will not provide a refund if the reservation is cancelled or changed less than 1 hour prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within 1 hour of pickup time.
Flight Cancellations and Delays Due to Airlines
Failure to contact ExecuCar 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 and cancellations may qualify for refund when a replacement reservation is made.
Luggage and Personal Items
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.
Extra Luggage and Oversized Items
Vehicles have limited space. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Depending on the city, and the city’s vehicle type, the following items may incur an additional fee or may require an exclusive van reservation via SuperShuttle:
- Large boxes, including bicycle boxes, travel trunks, and musical cases for larger instruments.
- Shipping boxes.
- Athletic equipment (e.g. surfboards, skis, snowboards, etc.)
- Non-ADA motorized scooters
- Pet carriers
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. The ExecuCar and/or its operator 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 at 888-888-6025. In the event the ExecuCar 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. ExecuCar reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
Passengers are responsible for their own luggage and any items placed by themselves or ExecuCar representatives in the vehicle. ExecuCar assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.
ExecuCar and its operators are also not liable for lost items left behind in the vehicle by a customer. However, ExecuCar does want to help customers reunite with lost items whenever possible. If an item is lost, ExecuCar recommends the customer immediately contact National Customer Care at 888-888-6025.
Returning left behind or found items may incur delivery and/or shipping charges to the recipient.
Seatbelts are provided for customer safety. ExecuCar 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 Insurance Institute for Highway Safety website.
ExecuCar sedans typically seat 4 passengers with limited luggage space. SUVs seat 6 passengers with limited luggage space. Seating capacity may vary, dependent on location. Oversized or excess luggage may require a second vehicle at 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 is not permitted in any of our vehicles.
In compliance with federal regulations, the service offers accessible vehicles to customers with disabilities, including those who use wheelchairs and those who are accompanied by service animals. Motorized wheelchair-accessible transportation is provided via SuperShuttle.
Reservations are required for all ExecuCar transportation services.
Traveling with Children
ExecuCar 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. State laws 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 states in which they will be traveling. For more information on applicable laws, please visit: the Insurance Institute for Highway Safety website. Operators reserve the right to refuse service to parties out of compliance with state law.
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 are permitted in ExecuCar vehicles with advance reservations. All pets, excluding service animals, must be kenneled. Pets less than 25 pounds may be held in a lap carrier. Pets larger than 25 pounds may require an exclusive van. All pets must be properly secured within the carrier at all times. Additional pet restrictions may apply in select cities.
Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal.
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. ExecuCar 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 four hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.
Travel Times and Delays
ExecuCar 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, ExecuCar reserves the right to cancel and refund reservations in advance of the scheduled pickup.
At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, ExecuCar will post information to website, blog, or other forms of communication, to notify customers in advance.
Airline Rewards Programs
In order to receive rewards, the following is required:
- Reservation must be booked online.
- Customer’s frequent flyer account number must be entered in the appropriate field at the time of booking.
- Trip must be completed to be eligible.
- The name on the reservation must match the name on the frequent flyer account to qualify.
- Only one person per reservation may earn points or miles.
Please allow 6-8 weeks for posting of airline miles or points.
A customer who forgets to include their Frequent Flyer number when making their initial online or mobile reservation can request flight point credits for up to 45 days after their reservation completion date. No credits are provided for reservations made by telephone since the Frequent Flyer Mileage Credit program is restricted to only online or mobile application made reservations. To receive credit, please provide the following information.
- Full name used on reservation
- Reservation number
- Frequent Flyer airline name
- Frequent Flyer account number (account number name must match reservation name to be eligible)
SuperShuttle / ExecuCar
C/O Mileage Credit Request Group
8930 South Beck Avenue Suite 101
Tempe, Arizona 85284
Customer Service Concerns
Customers are encouraged to notify us of their experience, good or bad.
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, ExecuCar may provide compensation not to exceed $200.00 per person for domestic flights and $300.00 per person for international flights. ExecuCar 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.
ExecuCar 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.
Limitations on Customer Claim Time
The Customer hereby acknowledges and agrees that, unless a longer period is mandated and made unwaiveble by law, any claim relating to the services provided to Customer hereunder, including, without limitation, claims relating to damaged luggage, missed flight or other out of pocket expenses due to any alleged service failure, must be brought within 45 days after the occurrence of the act or omission that is the subject of the claim.
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.