1. Before you book

How do I make a booking?

The easiest and quickest way to make a booking is online, directly through this website’s secure booking tool. However, if you’re having trouble using the booking tool, or cannot find the pick up location or destination using our search tool, please feel free to contact us by phone or email.

To book, please enter a date and time you’d like our driver to show up and pick you up. For pickups from the airport, please enter the scheduled landing date and time as stated on your airline ticket. Don’t worry about your actual landing time and the time it will take for you to collect bags and go through customs, as our driver will take care of the pickup timing, and will be on standby for you. The final checkout page will ask you to enter your return flight number (if applicable) for the driver to track.

After you’ve selected the date and time, please select your approximate pick up location and drop off location, followed by the number of passengers. If you’d like to book a round-trip with a return pickup, please click on the “RETURN” toggle in the search tool. The search tool covers most airports and cities in Ontario. You will be asked to enter your specific pickup or drop off address in the final checkout page.

What information do I need in order to book?

Please have the following information ready before using the online booking tool: the pick up or drop off address, airport name, number of passengers including children, and the number of checked luggage plus carry-ons. If you require us to pick you up from an airport when you land, please have the landing time and flight # information ready as well.

I cannot find a route I want to book. What do I do?

If you cannot find your desired destination and/or origin on our online booking tool, please give us a call or send us an email and we’ll gladly assist you.

How do I pay for my fare?

All bookings are prepaid in advance to ensure full transparency with no surprise surcharge. When you make a booking online, the last step is the checkout step, which enables you to pay by credit card or Visa debit. Our payment gateway is powered and secured by Stripe, which is also used by many tech companies such as Amazon and Uber. If you make a booking over the phone, our customer service representative will take down your booking info, and then send you a payment link either by email or SMS for you to complete your payment. A copy of your receipt will be emailed to you after completion.

Please note, our drivers do not handle payment transactions for the trip. However, if you feel the driver has provided a great service, please feel free to tip in cash. It is totally optional, and our drivers will appreciate it if you choose to do so.

Can I book a trip with more than one stop?

Absolutely. In the second step of the checkout process, you will be prompted to select any add-on you wish to have. And from the add-ons section, you may select your desired number of additional stops. Each additional stop costs a flat rate (please refer to the up to date pricing on our website), and you’re entitled to 15 minutes of additional time per stop. Additional time after the 15 minutes waiting period will be charged by a rate of $0.75/minute. If you’ve selected any additional pickup/drop-off point, please enter the location address in the Additional Notes section in the checkout page.

How late can I make a booking?

You can make a booking as close as 12 hours before your desired pickup time. This 12hrs buffer helps our drivers to arrange their next day schedules, and ensure a smooth and non-rushed experience for everyone.

2. After you book

What luggage entitlement will I have?

Please follow the capacity rules of the vehicle you’ve selected. If you’re unsure, please give us a call. For example, in a situation of 4 passengers on board, our large SUV can fit a maximum of 4 checked luggage plus 4 backpacks, or 3 checked luggage plus 2 carry-on suitcases. However, if you have less than 4 passengers in your group, then our driver might be able to fit more luggage depending on how much space is left. That’s why it is super important to declare the correct amount of checked luggage and carry-ons during the booking process as our backend team will vet everything to ensure a guaranteed fit. An incorrect declaration may result in the vehicle being unable to fit everything on the date of the ride.

Where will I meet the driver when I arrive?

After your booking is completed and verified by our backend team,  your assigned driver will reach out to you and give you their direct contact info. Our driver will meet you at the pick-up address that you provided during the booking process. If the pick-up is from an airport, then our driver will be waiting nearby for your plane to land. Once the plane lands, please contact our driver and they will coordinate with you on which column/pillar on the pick-up curb to meet.

What happens if I can’t locate my driver?

If you’re having trouble locating your driver, the quickest and easiest way is to call their direct cellphone number. Or you may contact our 24 hours support line at: 1-888-314-1001.

My group size has changed, can I choose another vehicle?

Yes. If you need to choose a different vehicle, please contact us by phone or email and we’ll be glad to help you.

Refund policy

What’s your cancellation policy?

You may cancel your ride and get a full refund (minus credit company’s processing charge) back to your original payment method, as long as you inform AirportDirect at least 12 hours before your scheduled trip. Alternatively, you may ask for the equivalent shuttle credit(s) to be applied to your account, price protected with no expiry. Cancellations made between 2 and 12 hours before the scheduled pickup time are eligible for a 50% partial refund. However, cancellations made within 2 hours before the scheduled pickup time are not eligible for any refund or credit.