Frequently Asked Questions
Every question answered — from booking to baggage to cancellations.
Booking & Reservations
QHow far in advance should I book my airport shuttle?
We recommend booking at least 24 hours in advance to guarantee your preferred vehicle class and time slot. Last-minute bookings (under 2 hours) are accepted based on driver availability. During Thanksgiving, Christmas, and New Year periods, we strongly suggest booking 5–7 days ahead.
QHow do I receive my booking confirmation?
Immediately after booking you receive a confirmation email with your trip details, booking reference, driver assignment, and a map of your pickup location. You also receive an SMS confirmation. If you do not receive both within 5 minutes, call our 24/7 dispatch at +1 (718) 255-5000.
Pricing & Payment
QAre tolls and gratuity included in the quoted price?
Yes — absolutely everything is included. Your flat rate covers the driver, vehicle, all tolls, bridge and tunnel fees, the MTA Improvement Surcharge, airport access fees, and driver gratuity. The price shown at booking is the total price you pay. No surcharges, no surprises.
QDo you charge surge pricing during peak hours or holidays?
Never. Unlike rideshare apps, our rates are fixed and never change based on demand, time of day, weather, or how many other people are booking. A Tuesday afternoon and a Christmas Eve at midnight cost the same flat rate.
QWhat payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and corporate invoicing. Payment is collected securely at the time of booking. Cash is accepted for airport pickups at the driver’s discretion.
At the Airport
QWhere exactly will my driver meet me at JFK?
Your chauffeur waits inside the Arrivals hall at your terminal, holding a sign with your name. You will receive an SMS 30 minutes before your flight lands with your driver’s full name, photo, vehicle description, and plate number. If you cannot find your driver, call the number in your SMS immediately — our dispatch team will locate them in seconds.
QHow long will my driver wait if I am delayed in customs or baggage claim?
We include 60 minutes of complimentary wait time from your flight’s actual landing time — not the scheduled time. This covers the time to go through customs and immigration, collect your bags, and exit the Arrivals hall. After 60 minutes, a $15 per 15-minute wait fee applies.
QWhat if my flight is delayed or diverted?
We track every flight in real-time via live flight data APIs. If your flight is delayed, your driver’s schedule is automatically updated — you do not need to call us. If your flight is diverted to a different airport, contact our dispatch team immediately and we will arrange an alternative pickup at no extra cost if the diversion is airline-caused.
Cancellations & Changes
QWhat is your cancellation policy?
Free cancellation is available up to 24 hours before your scheduled pickup time. Cancellations within 24 hours are charged 50% of the fare. No-shows (driver waiting and passenger does not appear) are charged the full fare. If your flight is cancelled by the airline, we provide a full refund regardless of the notice period.
QCan I change my pickup time or destination after booking?
Yes — changes are free and easy. Call our 24/7 dispatch team or use the modification link in your confirmation email. Changes to vehicle type are subject to availability. Changes made less than 2 hours before pickup may not be possible but we will always try our best.
Vehicles & Drivers
QAre child safety seats available?
Yes. We provide infant seats, convertible toddler seats, and booster seats at no additional charge. Please specify the type and number of seats required in the special instructions field when booking, or call our dispatch team at least 24 hours in advance.
QDo you serve LaGuardia (LGA) and Newark (EWR) airports too?
Absolutely. We provide the same flat-rate private transfer service to and from LaGuardia Airport (LGA) and Newark Liberty International Airport (EWR). LGA transfers start at $55, EWR transfers start at $95. All rates are inclusive of tolls and gratuity.
QAre your drivers licensed and background-checked?
Every driver on our platform holds a current TLC (Taxi and Limousine Commission) or equivalent professional chauffeur license for the State of New York. All drivers undergo a comprehensive background check, driving history review, and multi-day training program before their first ride.
Corporate & Groups
QDo you offer corporate accounts?
Yes. Corporate accounts include monthly consolidated billing, itemized ride reports, dedicated account management, priority dispatch, and volume pricing for companies with 10+ rides per month. Contact our corporate team at corporate@jfkairportshuttle.com or call +1 (718) 255-5000.
QWhat is the maximum group size you can accommodate?
We can accommodate groups from 2 to 50+ passengers by deploying multiple vehicles simultaneously. Our dispatch team coordinates multi-vehicle groups with a lead driver and ensures every passenger arrives at the same destination at the same time. Contact us for custom group quotes.
Still Have a Question?
Our 24/7 dispatch team is ready to help — call, text, or email anytime.