Frequently Asked Questions

Have questions about your trip? We’re here to help.

Below you’ll find answers to common questions about reservations, service types, pickup times, San Francisco International Airport (SFO) transportation, luggage, mandatory check-in, cancellations, and more.

If you still need assistance, please Contact Airport Luxury Shuttles. When contacting us about an existing reservation, please have your Booking Confirmation Number available.

 

RESERVATIONS & SERVICE TYPES

 

How can I make a reservation?

The easiest way to reserve transportation is to Book Online and receive a reservation confirmation.

When booking, please carefully select your:

• Travel date

• Number of passengers

• Pickup location

• Destination

• Service type

• Flight information, when applicable

• Luggage quantity

• Oversized or special luggage

Reservations may also be made by contacting our customer service team, subject to availability.

We recommend booking as early as possible, particularly during holidays, weekends, cruise dates, conventions, and other high-demand travel periods.

 

What transportation services do you offer?

Airport Luxury Shuttles offers several transportation options, including:

• Shared Ride — Door-to-Door

• Affordable Fare — Shared Ride

• Private / Group Charter

• Sacramento-area transportation to and from SFO

• Cruise transportation to and from San Francisco Pier 27

• Corporate and group transportation

• Private Sprinter van transportation

• Coach bus charter transportation

Your reservation confirmation and travel itinerary determine the service type you purchased.

 

What is a Shared Ride?

A Shared Ride means you are purchasing a seat or seats on transportation that may be shared with other Airport Luxury Shuttles passengers.

The vehicle may make additional scheduled pickups and/or drop-offs along the route.

SHARED RIDE DOES NOT MEAN PRIVATE TRANSPORTATION.

Even if no other passenger happens to be traveling with you during part or all of your trip, your reservation remains a Shared Ride.

 

What is Shared Ride with Door-to-Door service?

Shared Ride — Door-to-Door provides pickup and/or drop-off at the residential or other approved address shown on your reservation.

The driver may pick up or drop off other confirmed passengers before or after your stop.

Door-to-Door does NOT mean Private Charter.

You are purchasing the convenience of pickup or drop-off at your reserved address while traveling on a Shared Ride service.

 

What is Affordable Fare — Shared Ride?

Affordable Fare is a discounted Shared Ride option available on select scheduled departures.

Instead of residential Door-to-Door transportation, Affordable Fare passengers generally use the designated pickup or drop-off location shown on their reservation.

Other passengers may travel in the same vehicle.

AFFORDABLE FARE IS NOT A PRIVATE CHARTER.

Always check your confirmation for your exact pickup location and scheduled departure.

 

What is a Private / Group Charter?

A Private / Group Charter reserves the vehicle exclusively for your party according to the terms of your reservation. If you require transportation without unrelated Shared Ride passengers, you must specifically reserve a Private, Private/Group, or Private Charter service. Your confirmation should clearly identify the service as private.

 

If I am the only passenger in a Shared Ride vehicle, does it become private?

No. Traveling alone on a Shared Ride does not convert the reservation into a Private Charter. The service type you purchased remains the same regardless of whether other passengers happen to be traveling on that particular trip. Your reservation confirmation and itinerary determine the service type you purchased — not the number of passengers who happen to be in the vehicle.

 

PICKUP TIMES & DOOR-TO-DOOR SERVICE

 

What is my pickup time?

Your scheduled pickup time or pickup window is shown on your reservation confirmation or travel itinerary.

For residential Door-to-Door service, passengers should be prepared for the vehicle to arrive within approximately 30 minutes before or 30 minutes after the scheduled pickup time.

Pickup times may be affected by:

• Other passenger pickups

• Traffic

• Accidents

• Road construction

• Weather

• Road closures

• Other operating conditions

Please be completely ready to travel and keep your phone available during your pickup window.

 

Will I be picked up from my home?

Yes, if you specifically purchased Door-to-Door service and your residential address is shown as the pickup location on your reservation.

Our driver will assist with loading your declared luggage.

If your property has:

• Low-hanging trees

• Narrow streets

• Narrow or long driveways

• Steep driveways

• Restricted gates

• Limited vehicle access

• Insufficient turning space

please notify us in advance.

For safety reasons, a nearby accessible meeting point may be required if our commercial passenger vehicle cannot safely enter or exit the property.

 

Does every reservation include Door-to-Door service?

No. Only reservations specifically purchased with Door-to-Door service include residential pickup or drop-off. Affordable Fare and certain scheduled Shared Ride services use designated pickup and/or drop-off locations. Always check the pickup location printed on your confirmation.

 

Why does my Shared Ride make other stops?

Shared Ride transportation combines passengers traveling in the same general direction. Your shuttle may therefore make additional passenger pickups or drop-offs. The number and order of stops may vary from trip to trip depending on confirmed reservations.

 

What route will my driver take?

Routes are determined by passenger locations, traffic, road conditions, construction, accidents, weather, and operational requirements. We aim to use a safe and efficient route, but we cannot guarantee a particular highway, road, passenger stop order, or exact travel time.

 

TRAVEL TIME

 

How long does Sacramento to SFO take?

Travel time from the Sacramento area to San Francisco International Airport is commonly approximately 2 to 2½ hours, depending on your pickup location and traffic conditions.

Actual travel time can vary due to:

• Traffic congestion

• Passenger stops

• Accidents

• Construction

• Weather

• Special events

• Road closures

Shared Ride passengers should allow additional time for scheduled passenger pickups and drop-offs.

 

What happens if traffic causes a delay?

Northern California traffic can change unexpectedly. Airport Luxury Shuttles cannot guarantee an exact airport arrival time due to conditions outside our reasonable control. Passengers should select transportation that provides sufficient time before their airline's required check-in, security, and boarding deadlines.

 

SFO AIRPORT PICKUP

 

Where do I meet the shuttle at SFO?

Our designated Shared Ride pickup location at San Francisco International Airport is:

SFO INTERNATIONAL TERMINAL
LEVEL 1 — BUS COURTYARD G

Please follow the SFO pickup and check-in instructions provided with your reservation.

 

My flight arrives at a domestic terminal. Where do I go?

Passengers arriving at a domestic terminal must proceed to our designated Shared Ride pickup location:

International Terminal — Level 1 — Bus Courtyard G Please collect your luggage first and allow enough time to reach the International Terminal.

 

Will the driver meet me inside baggage claim?

Generally, no for scheduled Shared Ride service. Passengers must proceed to the designated SFO pickup location at International Terminal, Level 1, Bus Courtyard G. Please follow the instructions provided with your reservation.

 

Can the driver pick me up from another SFO terminal?

For scheduled Shared Ride transportation, passengers are required to meet at the designated pickup location. Drivers generally cannot travel between terminals to individually collect passengers because doing so may delay the scheduled service and other confirmed passengers.

 

How long will I wait before departing SFO?

Airport Luxury Shuttles operates scheduled Shared Ride departures.

Your reservation is associated with a scheduled departure rather than an immediate departure immediately after your individual flight lands. Other confirmed passengers may be traveling on the same departure. Please refer to your reservation confirmation for your scheduled service.

 

Will the shuttle wait if my flight is delayed?

Scheduled Shared Ride transportation operates according to scheduled departure times and cannot be held indefinitely for delayed passengers. If your flight is delayed, cancelled, rerouted, or significantly changed, please contact Airport Luxury Shuttles as soon as possible. We will review available options; however, accommodation on another departure is subject to availability and applicable reservation terms or fare differences may apply.

 

MANDATORY RESERVATION CHECK-IN

 

Do I need to check in even though I already have a reservation?

Yes. Airport Luxury Shuttles requires passengers to complete the applicable check-in procedure.

 

NO CHECK-IN, NO PICKUP.

A reservation confirms the transportation you purchased. Check-in confirms your travel status and important day-of-travel information.

 

Why is check-in required?

Check-in allows us to verify important information including:

• Booking Confirmation Number

• Passenger name

• Number of passengers

• Pickup location

• Destination

• Luggage quantity

• Oversized luggage

• Contact phone number

• Flight information when applicable

• Travel readiness

This helps prevent incorrect pickups, missing passengers, undeclared luggage, and other day-of-travel problems.

 

When should I check in for Sacramento to SFO?

For outbound transportation from the Sacramento area, please follow the mandatory check-in instructions sent with your reservation and travel reminders. Check-in opens before your scheduled travel and must be completed according to the instructions provided.

 

When should I check in after arriving at SFO?

Passengers arriving at SFO must complete the required arrival check-in after their aircraft lands. For international passengers, complete the required check-in after clearing Customs and Immigration when applicable. Please follow the specific instructions sent with your reservation.

 

LUGGAGE & BAGGAGE

 

How much luggage can I bring?

Unless your reservation specifically states otherwise, the standard luggage allowance is generally:

• 1 Carry-On Bag per passenger — up to approximately 7 kg / 15 lbs

• 1 Checked Suitcase per passenger — up to approximately 30 kg / 66 lbs

• 1 Small Personal Item — such as a purse, small handbag, compact laptop bag, or small crossbody bag

All luggage must be accurately declared when making your reservation.

 

What is considered a free Personal Item?

A Personal Item is a small bag used to carry personal essentials and must be substantially smaller than a regular carry-on or standard school backpack.

Examples include:

• Purse

• Small handbag

• Compact laptop bag

• Small crossbody bag

• Small shoulder bag

• Very small daypack or mini backpack

A Personal Item should be small enough to fit comfortably on your lap or beneath a passenger seat without interfering with another passenger or blocking the aisle.

 

A STANDARD SCHOOL-SIZE BACKPACK IS NOT A PERSONAL ITEM.

Is a backpack considered luggage?

It depends on its actual size, not simply what the passenger calls it.

A very small mini backpack or daypack may qualify as a Personal Item.

However, the following generally count as a piece of luggage:

• Standard school backpack

• Full-size backpack

• Travel backpack

• Large laptop backpack

• Shoulder backpack approximately the size of a school bag

• Similarly sized shoulder or travel bag

 

Simple Rule:

Small purse / compact laptop-size bag = Personal Item Standard school-backpack size or larger = Luggage

Calling a bag a “personal item,” “backpack,” “laptop bag,” or “shoulder bag” does not automatically make it a free Personal Item. The actual size and type of the bag determine its classification.

 

Is a school backpack considered luggage?

Yes. A normal school-size backpack is considered one piece of luggage. This applies even if it contains only personal belongings, electronics, clothing, medication, or other travel items. A shoulder bag, backpack, laptop backpack, or travel bag approximately the size of a standard school backpack will also be classified as luggage. Only a genuinely small personal bag qualifies as a free Personal Item.

 

Can I bring extra luggage?

Yes, subject to available luggage capacity. Additional luggage should be declared and prepaid before travel. Applicable additional baggage fees may apply. Because Shared Ride vehicles have limited luggage capacity, transportation of undeclared additional luggage cannot be guaranteed.

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What counts as additional luggage?

Any bag beyond the luggage allowance included with your reservation may be considered additional luggage.

Examples include:

• Additional suitcases

• Additional carry-on bags

• Additional school-size backpacks

• Travel backpacks

• Large shoulder bags

• Duffel bags

• Boxes

• Storage totes

• Sacks

• Similar baggage

The classification of an item is based on its size and type, not simply what the passenger calls it.

 

What is considered oversized or special luggage?

Oversized or special luggage may include:

• Extra-large suitcases

• Large duffel bags

• Large travel backpacks

• Boxes

• Storage totes

• Large sacks

• Golf equipment

• Sporting equipment

• Other unusually large, long, bulky, or irregularly shaped items

Oversized or special items should be declared before travel. Additional charges may apply, and acceptance is subject to available vehicle capacity.

​

What happens if I arrive with more luggage than I declared?

Our vehicles have limited luggage capacity, particularly on Shared Ride services.

If you arrive with additional, oversized, or undeclared luggage:

• Additional baggage charges may apply.

• Transportation of the additional items cannot be guaranteed.

• The items must safely fit within the available luggage area.

• We may be unable to transport an item if sufficient space is unavailable.

Please declare all luggage accurately when booking.

 

Why do I need to declare my luggage in advance?

Shared Ride luggage space must be planned for all passengers traveling on the vehicle.

Accurate luggage information allows us to plan vehicle capacity and helps prevent delays or situations where additional baggage cannot be accommodated.

 

PASSENGER COUNT & RESERVATION ACCURACY

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Do I need to include every passenger on my reservation?

Yes. Your reservation must show the correct number of passengers traveling. A reservation purchased for one passenger does not include transportation for a second passenger. Every passenger must be properly included in the reservation and applicable fare.

 

Can I bring an extra passenger on the day of travel?

Only if seating is available and the applicable additional fare is paid. Our Shared Ride vehicles may be fully booked.

Therefore, we cannot guarantee a seat for any passenger who was not included in the confirmed reservation. Please update your reservation as early as possible.

 

What should I check when I receive my reservation confirmation?

Please carefully verify:

• Passenger name

• Number of passengers

• Travel date

• Pickup location

• Destination

• Service type

• Pickup/departure time

• Flight information

• Luggage quantity

• Oversized or special items

• Contact phone number

If anything appears incorrect, contact Airport Luxury Shuttles promptly.

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CHANGES, CANCELLATIONS & NO-SHOWS

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Can I change my reservation?

Reservation changes may be permitted subject to:

• Availability

• Fare differences

• Service availability

• Applicable change fees

• Terms of the fare originally purchased

Changing your travel date, pickup location, passenger count, service type, or other reservation details may change your fare.

Please contact us as early as possible.

 

What is your cancellation policy?

Cancellation terms depend on the service and fare purchased. Certain discounted, promotional, Affordable Fare, or specially designated tickets may be non-refundable. For eligible standard reservations, applicable cancellation fees may apply when cancelled more than 72 hours before the scheduled service. Cancellations made within 72 hours of the scheduled pickup may be non-refundable. Please review the cancellation terms presented during booking and included with your reservation.

 

What happens if I miss my shuttle?

Passengers who fail to check in, are not ready for pickup, are not at the required pickup location, or miss their scheduled departure may be considered a no-show. No-show reservations may be non-refundable.

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FOOD, DRINKS & ONBOARD RULES

​

Can I eat inside the shuttle?

No. Food and snacks are not permitted inside our passenger vehicles. This policy helps maintain a clean and comfortable environment for all passengers.

 

What drinks are allowed?

Water is permitted.

 

Hot beverages such as coffee and tea are not permitted because sudden braking, turning, or uneven road conditions could cause spills or burns. Other food and beverage restrictions may also apply.

​

Is chewing gum allowed?

No. Chewing gum is not permitted inside our passenger vehicles.

​

Can I smoke or vape inside the vehicle?

No.

​

Smoking and vaping are strictly prohibited inside all Airport Luxury Shuttles vehicles.

Cleaning or damage fees may apply when appropriate.

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DRIVERS & SAFETY

​

Are your drivers professionally screened?

Safety is one of our highest priorities.

Our professional drivers are subject to applicable company and regulatory requirements, which may include:

• Appropriate driver's license requirements

• Passenger transportation qualifications when required

• Driving-record review

• Drug and alcohol testing requirements where applicable

• Background screening

• Company safety requirements

• Customer-service standards

​

We do not make representations about or compare our screening requirements with those of individual rideshare drivers.

​

Will the driver help with my luggage?

Drivers generally assist passengers with loading and unloading properly declared luggage.

Passengers should notify us in advance if special assistance may be required.

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PRICING & PAYMENTS

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How much does transportation between Sacramento and SFO cost?

Pricing varies depending on:

• Service type

• Pickup location

• Destination

• Travel date

• Departure time

• Number of passengers

• Door-to-Door vs. designated pickup

• Shared Ride vs. Private Charter

• Current promotional or discounted fares

​

For the most accurate price, use our online reservation system to view current fares and availability.

​

Is Shared Ride less expensive than Private Charter?

Generally, yes.

​

Shared Ride transportation allows passengers from different reservations to travel in the same vehicle, helping reduce the cost per passenger.

​

A Private Charter reserves the vehicle exclusively for your party and is priced differently.

​

Do two or more passengers receive better pricing?

Depending on the service, route, travel date, and current fare structure, reservations with two or more passengers may receive a better overall per-person value.

Please check our online booking system for live pricing.

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PRIVATE CHARTER & GROUP TRANSPORTATION

 

Do you provide private transportation?

Yes.

 

Airport Luxury Shuttles offers Private / Group Charter transportation.

If you require a vehicle exclusively for yourself, your family, company, or group, please specifically reserve Private Charter service.

​

Do you provide transportation for large groups?

Yes.

 

We provide transportation for:

• Corporate groups

• Airport groups

• Conferences

• Cruise passengers

• Weddings

• Family groups

• Tours

• Special events

• Private functions

​

Depending on the number of passengers and availability, transportation may be provided using Sprinter vans, multiple vehicles, or coach buses.

​

Do you offer coach bus transportation?

Yes.

Coach bus transportation is available for larger groups and Private Charter transportation, subject to availability.

Please contact us for a customized group transportation quote.

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FLIGHT DELAYS & TRAVEL CHANGES

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What if my flight is delayed?

If your flight is delayed, contact Airport Luxury Shuttles as soon as possible.

Scheduled Shared Ride departures cannot necessarily be delayed for an individual passenger because other confirmed passengers may be traveling on the same vehicle.

We will review available options, but transportation on a later departure is subject to availability and applicable reservation terms.

​

What if my flight is cancelled or rerouted?

Contact us as soon as your airline changes your travel arrangements.

We will review your reservation and available transportation options.

A flight cancellation, delay, or rerouting does not automatically guarantee availability on another shuttle or automatically change the cancellation/refund terms associated with your reservation.

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Can the driver make an unscheduled stop?

Unscheduled stops are generally not available during Shared Ride transportation because other passengers are traveling according to a scheduled service.

Private Charter customers should discuss requested stops when making or modifying their reservation.

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BOOKING EARLY

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How early should I make my reservation?

We recommend booking as early as possible.

Transportation can become limited during:

• Holidays

• Weekends

• Summer travel

• Cruise departure and arrival dates

• Major conventions

• School breaks

• Special events

• High-demand airport travel periods

​

Booking early gives you the best opportunity to select your preferred service and departure.

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DRIVER GRATUITY

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Is driver gratuity included in my fare?

Unless specifically stated on your reservation, driver gratuity is not included in the transportation fare.

Gratuity for professional service is appreciated and should reflect your experience.

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STILL HAVE QUESTIONS?

If your question is not answered here, please Contact Airport Luxury Shuttles.

For existing reservations, please have your Booking Confirmation Number available so our team can locate your reservation and assist you more efficiently.

 

IMPORTANT

Please review your reservation confirmation and travel itinerary carefully.

Your:

• Service type

• Pickup location

• Travel date

• Scheduled pickup or departure

• Passenger count

• Luggage allowance

• Destination

determine the transportation service you purchased.

Door-to-Door does not mean Private Charter.

Traveling alone on a Shared Ride does not make the transportation private.

Your reservation confirmation and itinerary determine the service type you purchased.