FAQ's | Commonly Asked Questions

TIMETABLE SCHEDULE : Is An Approximate Arrival & Departure Time

Please note we do not accept any liability for missed flights. Please ensure you allow ample time for your journey. Transfers between Cairns Airport, Cairns City, Skyrail & Palm Cove are only available with scheduled in-bound and out-bound Port Douglas services.

CONFIRMATION : Do I Have To Re Confirm My Booking ?

No, you do not need to reconfirm your booking. On the day of travel PLEASE ENSURE YOUR PHONE IS TURNED ON, as you will receive an sms notification when our driver is on their way to your pick up location, therefore please be out front of your pick up location prior to the allocated pick up time and or as directed by your drivers sms notification, so not to inconvenience other customers.

Please note Shuttle Bus (denoted herewith as "Shuttle Bus") and its associated businesses to include but not limited; Cairns Airport Shuttle Bus, Darwin Airport Shuttle Bus & Port Douglas Shuttle Bus, reserves the right to move you / your booking to an earlier or later departure time being subject to operational requirements and is subject to our cancellation terms and conditions. Shuttle Bus and or Shuttle Bus drivers can not guarantee on time passenger pick up or drop off at destination of which may be disrupted by environmental, weather and other conditions affecting scheduled and or envisaged normal service(s). All scheduled services are an approximate time and although we try to run services to schedule, at times and due to unforeseen circumstances beyond our control your pick up time may be slightly behind schedule, however in the event our service(s) is slightly delayed we endeavour to communicate this to our customer(s) and apologise in advance for inconvenience.

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AIRPORT ARRIVALS : Where Do I Meet My Driver At the Airport ?

DOMESTIC T2 : 

SHUTTLE PASSENGERS : Upon Arrival PLEASE ENSURE YOUR PHONE IS TURNED ON and make your way to baggage collection, once you have your bags please make your way outside the terminal and follow the green or blue lines marked on the concrete surface to the "shuttle bus" parking area Bays 4-12 (towards terminal T1), where you will see our bus parked at your allocated pick up time. IN THE EVENT YOUR FLIGHT IS DELAYED, PLEASE HAVE THE COURTESY  TO  MESSAGE YOUR DRIVER, so we can make the best decisions and not inconvenience other passengers.

PRIVATE TRANSFER PASSENGERS : Upon Arrival PLEASE ENSURE YOUR PHONE IS TURNED ON and make your way to baggage collection where your driver will greet you with a name sign and provide further instructions.  Once you have your bags please make your way outside the terminal and follow the green or blue lines marked on the concrete surface to the "shuttle bus" parking area Bays 4-12 (towards terminal T1), where you will see our bus parked at your allocated pick up time. IN THE EVENT YOUR FLIGHT IS DELAYED, PLEASE HAVE THE COURTESY  TO  MESSAGE YOUR DRIVER, so we can make the best decisions and not inconvenience other scheduled services and or transfer passengers.

INTERNATIONAL T1 

SHUTTLE PASSENGERS : Upon Arrival PLEASE ENSURE YOUR PHONE IS TURNED ON and make your way thru immigration and to baggage collection, once you have your bags please make your way outside the terminal and turn left to the "shuttle bus" parking area, where you will see our bus parked at your allocated pick up time. IN THE EVENT YOUR FLIGHT IS DELAYED, PLEASE HAVE THE COURTESY  TO  MESSAGE YOUR DRIVER, so we can make the best decisions and not inconvenience other passengers.

PRIVATE TRANSFER PASSENGERS : Upon Arrival PLEASE ENSURE YOUR PHONE IS TURNED ON and make your way thru immigration and to baggage collection, once you have your bags please make your way to Arrivals Hall where your driver will greet you with a name sign and provide further instructions to proceed to the  vehicle which will be located outside the terminal, turn left to the "shuttle bus" parking area, where you will see our bus parked at your allocated pick up time. IN THE EVENT YOUR FLIGHT IS DELAYED, PLEASE HAVE THE COURTESY  TO  MESSAGE YOUR DRIVER, so we can make the best decisions and not inconvenience other other scheduled services and or transfer passengers.

AFTER HOUR FEE - SHUTTLE BUS SCHEDULED SERVICES

Shuttle Bus after hours fee on shuttles departing from Port Douglas on the 330am shuttle and departing from Cairns Airport on the 11pm shuttle on pre-booked scheduled transfers incurs a $55 per adult fee.

OUTSIDE STANDARD HOURS

Shuttle Bus standard hours (excluding local shuttle) are 6am to 8pm therefore, If you have booked a service where as your, but not limited to;  in-bound flight, train, bus, coach, boat, another transfer, or you are not able to meet your scheduled service and or are delayed (beyond and or is significantly* delayed) causing your transfer departure time to be after 8pm then the $55 After Hours Driver Fee per booking will be an additional charge and or travel insurance clause precedes.

Private transfer standard hours are 6am to 8pm and transfers outside these hours and or scheduled will incur the following fee(s) 8pm-6am $110 surcharge per adult using the coastal road or $55 per adult per hour using the in-land road / Viator Urgent after hours transfers extra $110

PUBLIC HOLIDAYS

A additional 33% tariff / surcharge will be applied to public holidays and is not eligable for any discount or promotion.

TOUR BOOKINGS : When Should i Book My Tours & Activities

During Peak Season April to October and public holidays we strongly suggest pre-booking your tours and activities to save disappointment, Whilst in low season tours may not be operating daily. Jump on to our local travel agent site to see and book many activities www.shuttlebus.tours

CHILDREN : Do I Need A Child Seat ?

It is our company policy that all children aged 6 months to 7 years be seated in a child seat and that if you require a child seat hire, that it is your obligation to pre-request prior to the day of travel at an additional cost of $10 per child / infant seat..

LUGGAGE : How Much Luggage Can I Have ?

One large suitcase and or backpack and one carry on per person is allowed for all transfers. A $5.50 tariff per extra luggage unit is applicable at the drivers discretion if you want to transport more than one large suitcase per person (item is around 74 cm or 27 inches in height and has a capacity of up to 117 litres) and that it is your obligation to pre-request additional luggage or oversized luggage (to include but not limited to Prams $0 / Golf Bags $11 / bikes in bags at $27.50 per item (plus booking fee if applicable)). 

STOPS  : Can We Request To Stop Off Along The Way, Pick Up Keys, Groceries or you need two or more drop off / pick up locations etc?

Shuttle Bus Transfers : Unfortunately no, if you have booked a shuttle bus, we no longer allow for any unscheduled stops (for example: to collect accommodation keys, run in for groceries, supplies & or have multiple drop offs).  All transfers will be a direct pick up & drop off to your destination, so not to inconvenience other passengers, our driver and the entire days schedule.

Private "Door To Door" Transfers : may pre-request additional stops and will incur a fee of $11 per destination / per 5 minutes or /  $99 per hour 

VEHICLES

Shuttle Bus operates services with a fleet of Hyundai Imax Mini-Van(s) and Toyota Hiace Bus(s) of which vehicle supplied is subject to availability and operational requirements.

ROAD ACCESS FEE

In the event that we (our normal coast road service between Cairns and Port Douglas) are required to utalise the inland road and or are restricted to use the coastal road with delays, then there will be an additional fee associated to the travel time or customers will be offered the option to cancel with out penalty ;

to / from Cairns Airport 

Shuttle Adult $17.50 / Child $9.05

Private  $174 (1-2 persons) / $27.50 per person thereafter

to / from Cairns City / Esplanade 

Per Shuttle booking $20

CHANGES TO BOOKINGS : What Happens If I Need To Cancel or Amend A Bookings

Cancellations must be requested and received by phone call, booking enquiry form and or time and date stamped email: 

- Within 7 days of travel or pick up time and date will result in a Void and Non-Refundable booking and full payment required

- Beyond 7 days of travel Amendment(s) Allowed  one (1) date and or time change (price changes are applicable / excludes credit card fee(s) and or tour bookings). 

- Beyond 7 days before travel cancellations receive refund less 15% to cover booking establishment fees.

- or per third party product terms and conditions.

Refunds

Where a refund is approved, most refunds are processed within 28 working days to reflect in your account / or per third party product terms and conditions.

INSURANCE : Do I Need Travel Insurance ?

We strongly recommend Travel Insurance which Can Cover Flight Delays, Medical Emergencies, Lost Or Stolen Luggage and shuttle costs incurred by cancelled and delayed flights or missed shuttle departure time, as unfortunately if you miss your shuttle departure time due but not limited to; missed, cancelled, significantly* delayed flights and or you have not checked out of your accommodation on time, you will forfeit your booking per cancellation terms and conditions. (*Denotes Significantly delayed, meaning which causes the disruption to our timetable service(s) and or to other passengers whereby we can not delay the departure time and or relocate you to another service scheduled and or as services determined to be scheduled and operational 24 hours prior to a departure date and or time).

PUBLIC HEALTH : WHAT DO I NEED TO KNOW ?

The safety of our passengers and drivers is the highest priority of Shuttle Bus, therefore it is a requirement that all travellers must comply with current directive(s) from Queensland health and Northern Territory health, which may include but not limited to wearing of face masks at all times whilst in and around vehicle (unless stated by regulation(s), the requirement to wear a face mask), the use of sanitiser upon entering and exiting vehicle and stowage of own luggage into vehicle and or trailer (if directed). If you are required to have a COVID or Public Health test, directed to home quarantine, you must advise our reservations team prior to yourt booking request of your intent. Persons utlaising our services whom are seeking medical attention for a Public Health issue or display symptoms are required to notify us and or our reservations team and utalise a government approved COVID or Public Health transfer service* to ensure risks are minimised. Shuttle Bus reserves the right not to take any persons to a medical business or hospital unless they are a front line worker with a valid identification / permit. Shuttle Bus and its associated businesses reserves the right to refuse service and terminate a booking if you have not complied with our terms and conditions of use..

TERMS & CONDITIONS

As our terms and conditions are lengthy, we ask that you refer to ShuttleBus.net.au Terms of Service.