FAQ’s/Policies

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Office Hours:

Monday – Friday   9:00 – 5:00 PM
Saturday-Sunday  10:00 – 4:00 PM

*Outside of these times, all calls will be dispatched, so you can contact us anytime! Please make sure to leave a quick message if no one answers and we will be sure to get back to you ASAP!

Service Hours: 

We provide service seven days a week, with late/early morning service available most days.

 

Policies


1. CANCELLATION 
You have the right to cancel your reservation.

  1. If cancellation is made before 24 hours to scheduled pickup time during Sunrise Shuttle office hours. Cancellation fee is $20.00 for each cancelled reservation ticket.
  2. If cancellation is made within 24 hours to scheduled pickup time, no refund or credit will be issued.

2. PICKUP-TIME AND LOCATION CHANGES

  1. If change to pick-up time is made before one business day to scheduled pickup time (during Sunrise Shuttle office hours) we will update your pick-up time immediately.
  2. If change to pick-up time is made within one business day to scheduled pickup time (during Sunrise Shuttle office hours), we will make a new pickup time for you based on availability. Note: service type may change as well, depending on availability. 
  3. Changes to pickup time cannot be made to within 5 (office) hours to scheduled pickup time, as vehicles are in route. If you cannot make your scheduled pickup time, this will be considered a “no-show” reservation. No refund will be provided for no-shows.


3.
WAIT FEE

If your flight arrives on time, and you do not meet your driver by the scheduled pickup time (or updated pickup time if there is a flight delay), a wait fee of $15.00 per half hour, or any fraction thereof, will apply. This payment is collected from passengers upon boarding.

4. FLIGHT DELAYS

If your flight is delayed, your pickup time will be postponed by the same amount of time of the delay. You must meet your driver by the updated pickup time, otherwise a wait fee will apply.*Flight delay policy does not apply to promotional services.

*We do not offer service between 12:00am and 7:00am (SFO/Bay Area). If your flight delay causes your pickup time to be pushed back within this period, your reservation will be automatically cancelled, and you will receive a full refund.

5. LAST MINUTE VEHICLE ISSUES
If your assigned vehicle experiences last minute issues, Sunrise Shuttle will find the best alternative for you in the shortest amount of time usually with one of the options below.

  1. Rerouting the closest available vehicle
  2. Sending a vehicle already in route, which may mean combined share ride service
  3. Using one of our affiliate companies

6. NO SHOWS

If we are unable to reach the customer by the pickup time (or updated pickup time if there is a flight delay), their reservation will be considered a “no-show,” and our driver will leave the pickup location. No refund will be provided for no-shows.

 

Airport Pickups


Where do I meet my driver at the airport? Airport pickup locations are dependent on which vehicle is sent for your reservation. Because we are unable to predict which type of vehicle will be assigned for your trip in advance the best way is to wait for your driver’s call. S/He will contact you after your landing time and instruct you on where to meet for pickup. Therefore, please make sure to leave an active mobile phone number when completing reservation. After landing, turn your phone on immediately (and check voice messages if applicable) for communication with driver. It is your responsibility to confirm the correct number during booking and ensure communication with either your driver or the office if necessary. If we are unable to reach you by your pickup time, it will be considered a “no-show” and our driver will leave. No refund will be provided for no-shows.

What if I don’t have a U.S. mobile number? Passengers will need a U.S. mobile number for contact with drivers, especially for airport pickups. If you do not have accessibility to a cell phone after landing or feel your phone may not be in working condition, you can arrange for lobby pickup at an additional charge of $30.00. This service includes the driver picking you up at the gate after you claim your baggage and exit the gates. S/He will be holding a sign with your name for recognition. Please note lobby pick up is necessary if passengers do not possess a U.S. mobile number.

 

Reservations


Regular drive time between Sacramento and San Francisco Airport is approximately two (2) hours. However, due to the distance between the destinations, there may be unforeseen circumstances such as weather and/or traffic that may alter drive times. As a result, Sunrise Shuttle does not guarantee arrival times, and there will be no refund provided if actual arrival time surpasses the estimated arrival time. Please keep this in mind when reserving a time for pick-up and allow sufficient time for any possible interference. We are not responsible for missed flights/events due to any occurrences out of our control such as vehicle issues, road blocks, and etc. If this should occur,  you will be refunded your trip amount.

Do I need to make advanced reservations?
Yes, Sunrise Shuttle is not a Taxi service, and therefore, you must make a reservation prior to your trip. Advanced payment will be required to complete reservations, and you will not receive a confirmation number until you do so. By making payment, you have accepted to adhere to our cancellation and wait policy – both explained below.

15 minute window for drivers
Sunrise Shuttle makes it a top effort to arrive on site a few minutes earlier than the scheduled pick-up time. However, since road and traffic conditions are unpredictable, our company does follow a fifteen (15) minute window period of your scheduled pick-up time for our vehicles to arrive. Please keep this in mind when reserving a time for pick-up.

How many pieces of luggage am I allowed?
We do not limit the amount of luggage you bring with you on your trip. However, the number of suitcases may affect the size of the vehicle you need to reserve. Please contact our office for more details.

Do you have car seats for my children?
If you have a child is in need of a car seat, please bring one along for the ride. Customers have the option of leaving their car seat at our office for their return trip with us or a later pick-up date if necessary. Sunrise Shuttle also offers car seats for rent at the rate of $15.00 per item. Please specify if your child needs a booster or standard car seat.

Children under the age of ten (10) must be accompanied by an adult and may require a permission note from parent/guardian.

Can I bring my pet?
Pets are welcomed on board, but they must be in a carrier. Cleaning fee is $10.00. If your pet does not fit the specifications above, please contact us in advance to see if we can make special accommodations for you according to your needs.

Are you able to accommodate wheelchairs?
Unfortunately, our vehicles do not offer wheelchair accessibility at this time.

Lost Items
We are not responsible for any lost or stolen items. Please watch over your items at all times. If you feel you left something behind in one of our vans, contact our office immediately at 916-443-1266 so that we may perform a standard check.

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