Cancellation Policy
We understand that circumstances may arise which may change your travel plans. Please keep in mind that there is a credit card processing fee charged to us for all transactions whether or not the reservation gets canceled.
Customers who cancel more than 6 hours from the Pick-up time will be charged a non-refundable processing fee of $4.00 per reservation/leg to cover the credit card processing cost. In another case, Customers who cancel less than 6 hours of the Pick-up time will be charged the full amount of the Total Fare.
In cases where your reservations are set to a “No-Show”, any refund will not be eligible.
Please avoid canceling reservations less than 6 hours before the pickup time. Our driver partners have committed to servicing your reservation and have arranged their day to provide you with great on-time service.
Customer Information
Customers are responsible for providing a working mobile phone number so that they may be reached at or before the time of pickup and to be informed of any necessary adjustments or to help coordinate a timely pickup.
Customers are responsible for entering the correct pickup and/or drop-off location(s) information into our online reservation form. Entering an address or postal code that is different from the pickup and/or drop-off location(s) selected on the first page of the reservation form will result in a fee up to $25 being charged or possible cancellation of the reservation.
Example: If you have entered: 1000 McKenzie town gate SE, Calgary, but your address is 1000 McKenzie town DR SE, Calgary, your reservation will be automatically cancelled and no refund will be issued
About Baggage
Usually many airlines update their luggage policy frequently, please be informed by airlines you are travelling type of baggage that is acceptable on both domestic and international flights. We urge all of our passengers to contact their airline to receive specific information about the changes in baggage regulations.
Our Luggage Rules
We allow two pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage. There is an additional $10 charge per box or any other materials other than commercial type baggage
Maximum size is 62 inches (length + width + height) per piece of luggage. Over-sized items in excess of 62 inches but not more than 80 inches count as 2 bags. Personal-type items include purses, briefcases, cameras, food containers, or laptops cases. Carry-on bag dimensions are limited to 10 x 16 x 24 inches.
No single piece of baggage or property weighing in excess of sixty 25 kg will be accepted for transportation unless there is additional help available to aid the driver in both the loading and unloading of such baggage.
Pets must be transported in a pet carrier. If the pet carrier is small enough to be carried on the passenger’s lap, it will count as a carry-on and may be taken on a shared van. Larger pets in pet carriers will require an exclusive van.
Golf bags are counted as two pieces of luggage. Surfboards, body-boards, etc., that are four (4) feet in count as one piece of luggage. Boards over four (4) feet in length require an exclusive van. Snow skis (up to five (5) feet) counts as a piece of luggage.
Children’s Luggage
Children’s strollers or other non-carry on type items with dimensions different from a standard piece of luggage, may count as 2 bags.
If you have more than two (2) pieces of checked luggage per person or multiple large boxes (over 80 inches) you require an exclusive shuttle to guarantee we can accommodate your reservation. If you have more than the allotted luggage at pickup time, we do not guarantee your reservation can be accommodated, and the reservation cost will remain the responsibility of the passenger.
Lost Luggage
We will not be liable for lost baggage since baggage is never removed from the passenger’s presence, and is stored in the passenger compartment in which the passenger is riding. A passenger’s baggage remains, at all times, the responsibility of the passenger.
Travelling with Children
Alberta law does not allow children to ride in the lap of an adult.
If your child is under the minimum age/height standards set by the province of Alberta, you are required to supply an approved car seat for each child to whom the law applies. McKenzie shuttle and its partners are not able to provide a child seat. It is the responsibility of the parent or guardian traveling with the child to make sure that the child is in compliance with the Alberta Child Passenger Restraint Requirements.