Frequently Asked Questions

How does your shared-ride service work?

Service from the Airport

  • Book online or over the phone in advance or at the airport* when your plane lands.
  • Gather your luggage and follow instructions to wait for your assigned vehicle.
  • Join the ride with, or pick up other passengers, going your way.

* While reservations are not required from most of our airports, not all airports allow bookings upon arrival.

Find Us at the Airport
The best way to find us at the SFB airport is to exit the sliding glass doors to leave the terminal, then follow the signs for rental cars. Our office is right in front of the rental car offices. The area is referred to as the Welcome Center

Wait for Your Vehicle
Please be prepared to wait a few minutes after checking in with our counter staff,  Due to security considerations, most airports do not allow us to line up vans at the curb. However, vans wait close by in a holding lot near the airport. The wait time between check-in and boarding varies depending on the volume of passengers, the number of terminal stops, airport traffic, and weather conditions.

Service from Your Home, Office, or Hotel

  • We recommend booking your ride at least 72 hours in advance.
  • Be ready to go at the beginning of your pre-arranged pickup window.
  • Join the ride with other passengers going to the airport. When you arrive, our driver will drop you off right outside your airline terminal

When are you open?

At most of our locations, our vehicles are available to assist you 24 hours a day. Some cities have restricted hours during overnight periods. Additionally, many of our airport counters are not staffed 24 hours but offer after-hours phones and phone numbers for your convenience.

Our call center and dispatch teams are available to assist you 24 hours a day. Both our website reservations tools and our call center teams can provide additional information while booking. Book in advance to ensure the best service. Due to inclement weather and other emergencies, periodic closures may take place.  Contact us for more details.

What is the pickup window?

Our 15-minute pickup window means that the van will normally arrive within 15 minutes of your scheduled pickup time. For example, if your pickup time is 10:00 AM, the van will typically arrive between 10:00 AM and 10:15 AM.

Please be completely ready to go and waiting at your pickup location at the beginning of your pickup window.

What are the restrictions on luggage?

Our luggage policy closely follows that of airlines. For each passenger, one checked bags (e.g. suitcase, duffel bag) and one carryon items (e.g. diaper bag, laptop case, backpack, or purse) ride free!

Extra fees may apply if you have excess luggage, if your checked bag exceeds 50 pounds, if the total dimensions for your checked bag exceeds 80 inches when adding length, width, and height, or if you’ll be carrying a surfboard, pet crate, skis or other large items. Learn More about what’s permitted and related fees. Contact us for needs outside of those listed.

How many people can fit into a van?

Vehicle capacity varies by service provided and location. Van sizes range from seven to 10-passenger vans.

What does riding at your own risk mean?

Riding at your own risk means that you booked with a pickup time outside of those times recommended by our system to ensure timely arrival. For customers booking pickup later than the recommended times, Orlando Carriers is not responsible for fees resulting from a missed flight.

What is “Meet and Greet” service?

Meet and Greet is a feature of our private ride services. The primary difference in service that when your plane lands, your vehicle’s operator is waiting in or near the baggage claim. He or she will be dressed in uniform and holding a sign with either the official ExecuCar or SuperShuttle logo or – most likely – your last name. Once you connect with your driver, he or she will help you gather and move any luggage items in tow and lead you to the vehicle waiting nearby. This option is not available for shared-ride service.

Are reservations required?

Reservations to the airport are always required. For reservations from the airport, they are not required in many locations, but they are highly encouraged.

Why do I need to prepay when I make a reservation?

Reservations for rides from the airport serve as a prepayment and are designed to save customers time and energy booking their shared ride. We recognize the majority of our customers prefer to pay for travel expenses by credit card. Once you arrive at your destination, simply sign for the ride instead of waiting for change or credit card approval. After a long trip, it’s one less thing to worry about, which is why prepayment has become the norm for the travel industry.

Also, prepayment allows us to boost efficiency of our service.

How old must I or a child be to travel alone?

Children under the age of 16 years old must be accompanied by an adult.

Do you allow pets on your vehicles?

No, sorry.

Please feel free to contact us with any questions or concerns you may have.

Phone: 407-620-8554


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