OUR GUARANTEE

Our Guarantee assures that when you book with us and encounter any problem with your booking, we will do everything possible to make it right and keep you informed.

If any severe weather or other Act of God delays our service area or interrupts your reservation, we will waive all cancellation fees and process a full refund.

Providing transportation to the traveling public is a privilege that we have been serving for many years. In our experience, we have come to realize that occasionally, things do go wrong. Delays do happen and in most cases, they are beyond our control.

We will offer our customers a 100% refund if your trip is delayed more than 120 minutes providing the delay is not traffic or weather related. All of our Shuttles are equipped with Two-Way GPS Tracking and we will always supply confirmed customers requesting a copy of the GPS Report documenting traffic conditions.

TERMS & CONDITIONS

1. Payment

Payment is due when the reservation is made. We gladly accept Visa, MasterCard and Discover online or by telephone. The only location we only accept cash and checks at our Main Ticket Office which is located at 5495 West Irlo Bronson Memorial Highway 192 Kissimmee, Florida 34746

2. Cancellation, Refunds and Travel Changes

Customers who cancel a reservation made through our web site or by telephone is entitled to a refund minus a $10.00 per person each way. In order to receive a refund, you must use the Refund Request Form on our website and travel cannot be within the next 48 hours. Cancellation of travel within 48 hours of travel under any circumstance is 100% Non-Refundable. Cancellation requests are not accepted by telephone. Travel purchased using a promotion code is 100% Non-Cancellable, Non-Changeable & Non-Refundable. This includes our “Last Minute Specials” as well.

Travel Changes

Customers who have a confirmed reservation made through our web site or by telephone is entitled to make changes to their travel plans at a fee of $10.00 per person plus any additional fare changes. All travel changes MUST be completed through our Reservations Department at 1-888-872-9992 Option 1. Please have your Transaction ID (Confirmation Number) available when calling the Reservations Department. Changes of travel within 48 hours of travel under any circumstance is 100% Non-Changeable and Non-Refundable. Travel purchased using a promotion code is 100% Non-Cancellable, Non-Changeable & Non-Refundable. This includes our “Last Minute Specials” as well.

Storm Policy

In the event that the National Weather Service issues a Tropical Storm Warning / Watch or a Hurricane Warning / Watch, customers with a confirmed reservation may make a one-time change to another date without penalty or charge. In order to make a change, an use the “Contact Us” form on our website and supply us with your confirmation number and the date you are requesting to change to. This policy will ONLY be in affect when a Red Banner appears at the top of every page stating "WEATHER ALERT".

3. Customer Responsibility

It is the customer’s responsibility to read the Terms and Conditions BEFORE placing a reservation. All information entered into the reservation form is the customer's responsibility to be accurate. Refunds will not be issued for unused travel under any circumstances. Refunds will not be issued for duplicate reservations or customer entry errors. Once the Submit Button is clicked, all sales are final and changes will be subject to a $10.00 change fee.

Door to Door Service Areas

For our scheduled trips which include a door pick up and/or door drop off, area restrictions apply. If you choose an area outside of our service area, we will automatically choose a destination closest to your desired point of travel and inform you by telephone. Refunds will not be issued if you elect not to travel under any circumstances.

Promotion Codes

We are pleased to offer promotion codes. All promo codes must be entered correctly as indicated on the Fare Specials page of our website. No Promo Codes are accepted for telephone reservations. Incorrectly entered promo codes that do not automatically calculate the discounted fare will not be eligible for refunds after the reservation has been submitted. Please read the instructions carefully!

Departure & Arrival Times For Scheduled Shared Shuttles

All times posted on our website are "scheduled", however, due to traffic, weather conditions and other circumstances that are beyond our control, we cannot be held responsible for late departures and/or arrivals. Just like in air travel, there are no refunds or partial refunds for delays.

Departure & Arrival Times For Private Shuttles

We make every effort to pick up customers within the time requested, however, due to traffic, weather conditions and other circumstances that are beyond our control, we cannot be held responsible for late departures and/or arrivals. No partial or full refunds will be given for late trips within 120 Minutes.

Schedule Changes And Rerouting

Occasionally, it may become necessary to change departure times or reroute a trip in anticipation of travel conditions, road closures or weather conditions. Schedule changes occur to prevent lengthy delays. A schedule change is not a trip cancellation or delay; however, the schedule change can be up to 4 hours prior or 4 hours later than originally published. Full or Partial refunds are not available for schedule changes or reroutes and we apologize in advance for any inconvenience it may cause.

Trip Cancellations

In the event that The Florida Express Bus or one of its operators cancels a trip, we will make all efforts to re-accommodate passengers to the next available departure or provide for a 100% refund.

Damages to Equipment

Customers will be responsible for any damage caused by their negligence.

Prices Subject To Change

We reserve the right to change prices with no notice. Once booked, you are guaranteed your fare will not increase. Once you book your ticket, you are locked into that fare.

Right To Refuse Transportation

We reserve the right to refuse transportation to anyone deemed unsafe or unsuitable for travel. Passengers whom are denied boarding will not receive any type of refund or compensation. Passengers who intimidate, threaten or interfere with any employee or fellow passenger will be denied boarding. Raised vocal tones are deemed intolerant and will be dealt with accordingly. Please be considerate of fellow passengers. Customers whom are denied boarding will no longer be able to travel with us for future trips.

Customers Of Size

Customers who are unable to occupy one seat or who compromise any portion of adjacent seating should proactively book the number of seats needed prior to travel. The seat is considered to be the 17 inches in width. This purchase serves as a notification of a special seating need and allows us to process a refund of the additional seating cost after travel (provided the trip doesn’t oversell). Most importantly, it ensures that all onboard have access to safe and comfortable seating. If you are cannot meet the requirements outlined above, please ensure that you book 2 seats to ensure availability. It is our policy that customers who do not identify themselves will be denied boarding in cases where the shuttle is full and unable to accommodate them.

4. Additional Charges

The fares on our website are all inclusive which means there is no additional cost once you have purchased a ticket other than what is outlined in our terms and conditions under "additional charges" for private shuttles.

Additional Charges For Private Shuttle Passengers

When a reservation is made for transportation within 14 days, there will be a 10% Fee Assessed above and beyond the authorized amount. It's best to book as far in advance as possible. Customers traveling from International Drive Area, Disney World, Kissimmee, Lake Buena Vista or areas outside the city limits of Orlando to Port Canaveral, Port of Miami or Port Everglades will be charged an additional fee of $20.00 each way. Passengers traveling from Sanford Airport is an additional $50.00 each way. Note: There is NO additional fees from Orlando International Airport (MCO).All of our fares from Orlando are based on pick up and/or drop off at MCO Airport.

5. Equipment

We reserve the right to substitute equipment based on operational need. We never guarantee a certain equipment type (i.e. Motorcoach, Mini-bus, or a Van)

6. Limitation Of Liability

Neither the company, nor the service provider, shall be liable in any event or for any reason, including breach of this agreement, either directly or indirectly, to the other party or any third party for any special, indirect, incidental, punitive, exemplary, or consequential damages or loss of profits arising out of this agreement, even if such damages. It is expressly agreed that neither the company nor the service provider shall under any circumstances be liable to any party for an amount greater than the fee paid to us. We do not compensate additional for inconvenience.

7. Release Of Liability

The Company, its employees, shareholders, subsidiaries, affiliates, officers, directors, successors, agents and assigns do not own or operate any equipment or Service Provider which provides, or is to provide, goods services for your trip, including, transportation companies. The Chartering Party (for itself and on behalf of the Passengers) hereby expressly agrees that The Company shall not be responsible in any manner for the acts or failures to act, negligently, willfully or otherwise, of the Service Provider or its employees, agents or representatives. The Chartering Party (for itself and on behalf of the Passengers) also expressly agrees that The Company shall not be liable for any bodily injury or harm, accidents, property damage or personal loss as a result of the Transportation Services provided under the Service Contract. To the fullest extent permitted by law, and notwithstanding any other provision of this Agreement, the Chartering Party and its passengers agree, in consideration for the services provided by The Company, to indemnify and hold The Company harmless from any and all damages, injuries, claims and causes of action, of any type or kind, whether or not caused in whole or in part by the negligence of The Company, its employees, agents or representatives or the Service Provider or its employees, agents or representatives. The Chartering Party (for itself and on behalf of the Passengers) hereby expressly agrees that if any portion of the Service Contract, including the terms of the Limitation of Liability paragraph or this paragraph, is found to be void or unenforceable, the remaining portions of this Service Contract shall remain in full force and effect.

8. Force Majeure

The Company and the Service Provider shall not be liable for any failure or delay in performing their obligations under the Service Contract, and neither party shall be deemed in breach of its obligations thereunder, if such failure or delay is due to Acts of God, natural disasters, national, state or local states of emergency, acts of war or terrorism, labor strike or lock-out, or other industrial or transportation accident caused by any third party, any violation of law, regulation or ordinance by any third party or any other cause not within the control of The Company or the Service Provider, respectively.

9. Prohibited Items

The following items and activities are prohibited without the written consent of The Company: (i.) Decorations; (ii.) Alcoholic Beverages (a fee, per bus, may be required if alcoholic beverages are allowed by The Company and the Service Provider); (iii.) Smoking; (iv.) Glass containers; (v.) Golf shoes or other shoes with spikes; (vi.) Generators or non medical oxygen containers. Tap beer is not allowed on any shuttle.