Customer Service Concerns
Customers are encouraged to notify us of their experience, good or bad.
Limitations on Compensation Following Service Failure
Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.
Limitations on Compensation Following Missed Flights. When it is determined to be company fault, Super Trans may provide compensation not to exceed $200.00 per person for domestic flights and $300.00 per person for international flights. Super Trans may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights.
Super Trans does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.
The Customer hereby acknowledges and agrees that, unless a longer period is mandated and made unwaiveble by law, any claim relating to the services provided to Customer hereunder, including, without limitation, claims relating to damaged luggage, missed flight or other out of pocket expenses due to any alleged service failure, must be brought within 45 days after the occurrence of the act or omission that is the subject of the claim.
Your privacy is important to us. Our private policy is incorporated in this agreement and subject to these Terms and Conditions.
Shared Shuttle Service
Reservations for transportation to the airport are based on information given by the passenger and valid only for the time and date specified. Reservations for transportation from the airport are valid only for the date specified. Super Trans is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.
Reservations are required for service to the airport. For reservations to the airport, Super Trans guarantees the customer will arrive at the airport in time to make his or her flight when booking based on the pre-set times recommended by the company’s reservation system. If customer selects pickup times outside those recommended automatically during the reservation process, they do so at their own risk (AOR) and are no longer eligible for a refund of the fare for time delays outside of the 15-minute window pickup, or for reimbursement of any resulting costs.
The vehicle should arrive within 15-minute window pre assigned by the company. It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at the beginning of the 15-minute window, and remain for the full designated 15-minute pickup window. Failure to do so may inhibit our ability to provide service and may result in possible forfeiture of fare.
The customer must include the “Day of Travel” phone number in the event the driver (“Operator”) calls for assistance during the pickup process. Operators are not required to call this phone number in advance of the pickup, however. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare. Customer may also receive additional notification calls to the designated contact number announcing reservation details in advance of the pickup.
Advance reservations do not guarantee a van will be waiting for the customer at the curb at time of arrival. Vans are assigned to passengers upon check-in with company representative. Wait times for pick-up from the airport terminal can vary depending on the day of the week and the time the day.
Private Transportation Reservations
Reservations may also be made to book private Super Trans shuttle service. Transportation is direct and can be used for non-stop transportation to or from the airport, point-to-point, or hourly service.
Exclusive, Non-Stop Airport Transfers
These reservations include van service to or from the airport. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Extra stops are available for this service for an additional fee and are discussed below.
Charters options include point to point or hourly transportation. Point to point reservations, where available, require a minimum charge plus distance-traveled charge and advance reservations. Extra stops are available for point to point reservations for an additional fee and are discussed in the following section. Hourly charters require a two-hour minimum reservation and at least one hour advanced notice. Hourly charter reservations should be made in advance to ensure availability. Charter vehicles are available based on demand and cannot be guaranteed on short notice.
Extra Stop Fee
Customers may add an additional stop to a non-stop airport transfer or a point to point reservation for an additional $10.00 fee. Extra Stop Fees do not apply to shared ride airport transfers or hourly charter reservations. If an extra stop incurs additional miles, additional fees may apply.
Short Notice Reservations
Short notice reservations are reservations made less than 24 hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.
There are no refunds available for reservations made with less than 24 hours advance notice.
Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction using the “Day of Travel” contact number provided within a short, reasonable time period, so as not to jeopardize pick-up of other shared-ride passengers.
Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.
Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.
For each passenger, at no extra cost, the following is accepted on board the vehicle:
2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and
1 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.
Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.
Extra Luggage and Oversized Items
Vehicles have limited space. Items considered excessive are subject to a small fee. The fee is dependent on the item(s) in question and may vary by location. Athletic equipment (e.g. bikes, surfboards, skis, golf clubs, etc.), non-ADA motorized scooters, and pet carriers will be subject to additional fees. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Large boxes may also incur an additional fee. Boxes include bicycle boxes, travel trunks, and musical cases for larger instruments. Shipping boxes are also considered oversized due to the weight they can hold, not because of their dimensions. Depending on the city, and the city’s vehicle type, items like these may require an Exclusive reservation.
Large trunks, athletic equipment and oversized luggage may require Exclusive van service.
Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. Super Transand its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.
It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.
Customer must report significant damage to any personal items during use of the service immediately to Customer Care at 800-833-7633 In the event Super Trans determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed $250.00 per passenger unless local regulations deem otherwise. Super Trans reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
Passengers are responsible for their own luggage and any items placed by themselves or Super Tran’s representatives in the van. Super Trans assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.
Super Trans and its operators are also not liable for lost items left behind in the vehicle by a customer. However, Super Trans does want to help customers reunite with lost items whenever possible. If an item is lost, Super Trans recommends the customer immediately contact National Customer Care at 800-833-7633 Returning left behind or found items may incur delivery and/or shipping charges to the recipient.
Shared Ride Airport Transfers
A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed.
Tolls, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges. Reservations for private transportation with multiple stops will be routed from furthest pick-up point to the closest, and quoted accordingly.
Customers must pay at time of booking to secure advance reservations. Any charges processed at the time of booking and are refundable following the terms outlined in the Cancellation Policy below
2362 State Road Bensalem Pa 19020
Limousines and bus charters
Price quoted is guaranteed when booked 60 days or more prior to the rental date. A non refundable deposit (30%) must be received at least 30 days prior to service date. Price subject to slight increase in the case the operating costs rise sharply in short period of time. A notice will be sent to the client in advance with sufficient explanation. Super Trans is not responsible for any delays resulting from weather, traffic and or mechanical difficulties but will promise to make up lost time later. The client assumes full financial liability for any damage to the bus or limousine caused during the duration of the rental. A fee of at least $100 for each carpet or seat burn. Bodily fluid sanitation fee is $250. Alcohol or drug consumption is prohibited by law. Any fines will be paid by the customers. The driver has the right to the run without refund if there is blatant indiscretion on the part of the client. It is illegal to stand thru the sun roof opening. Smoking is not permitted in some of our limousines and /or busses and is left to the driver’s discretion.
Overtime charges will apply after the first 15 minutes over the contracted time.
Smoking is not permitted in any of our vehicles.
Cancellations and changes
Customers can cancel a Super Trans ride at any time up to two (24) hours before the scheduled pickup for a full refund. Cancellations can be made by calling 1-800-833-7633 or via e mail. Please be sure to make note of the name of the Super Trans representative who made you cancellation.
Super Trans will not provide a refund if the reservation is cancelled or changed less than 24 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within two hours of pickup time. Cancellations resulting from illness or missed connections can be reused at later date up to 1 year with no additional charges or cancelled with a charge of $25 fee. Failure to contact Super Trans with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare.
Delays and scheduling
Super Trans and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, Super Trans reserves the right to cancel and refund reservations in advance of the scheduled pickup.
Unlike direct transportation, shared ride travel typically takes longer as customers wait for fellow passengers to load or unload. In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions. Because of these variables, we cannot provide an exact travel time.
At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, Super Trans will post information to website , blog, or other forms of communication, to notify customers in advance.
Super Trans welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. For more information on applicable laws, please visit: the Insurance Institute for Highway Safety website.
Customers under the age of 16 must be accompanied by a parent or guardian for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.
Pets are permitted with advance reservations. A charge for an extra vacant seat will be applicable to permit for extra space between your pet and the next passenger seat. All pets, excluding service animals, must be kenneled. Pets less than 25 pounds may be held in a lap carrier. Pets larger than 25 pounds may require an exclusive van. All pets must be properly secured within the carrier at all times.
Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal.
Please be aware that if you have an allergy to animals, Super Trans in accordance with the ADA provides service to individuals accompanied by service animals. In addition, other passengers may be traveling with a cat or dog.
Tel. 267-522-8322 or 215-333-1441