FAQ & TERMS AND CONDITIONS
What are EZ Shuttles operating hours?
EZ Shuttle operates 24 hours a day, 7 days a week. Our call centre may be closed from time to time over very quiet times and on certain public holidays days. However if you make a reservation for any of these days we will allocate a driver to your transfer and we will ensure that at least one call centre agent id available to you and the driver for transfer service support.
Does EZ Shuttle charge per person / km?
EZ Shuttle does not charge per person or per kilometre. Our vehicles are classed according to the number of passengers that can be safely and legally transferred per vehicle. This means that you do not pay extra for each additional passenger within the relevant Vehicle categories. We also charge fixed Rates per our predetermined EZ Shuttle zones. .
How do I make a reservation?
EZ Shuttle makes booking a transfer/shuttle as simple as 1, 2 or 3!
1. Book online in seconds by clicking here or visiting us at www.ezshuttle.co.za.
2. Email Make a reservation to email@example.com together with the details of your request.
3. Phone us on 0861 EZSHUTTLE (397 488) and make your reservation with one of our friendly call centre agents. For more details on the information that we will need to make a booking, please see What information must I provide and why.
Do I have to register to make a reservation?
A: No, you do not have to register online with EZ Shuttle. You can still request a quotation or make a reservation, but you will not be able to cancel or change your reservation yourself later. If you are not registered online you can cancel or change your reservation details by contacting the EZ Shuttle call centre on 0861 EZSHUTTLE (397 488). Also see Phone reservations and Changing or cancelling my reservation for more information.
Why should I register online?
A: Registering online gives you faster access to future reservations and helps you to keep track of your bookings. By registering online you can also change your bookings yourself if your plans change (see Online bookings for more information on our policy and procedures). What’s more, EZ Shuttle randomly selects online reservations for prizes and discounts on future trips.
How do I get a login account?
A: You can create a personal login account by clicking here, or by visiting the EZ Shuttle page and completing the necessary information. For more information about a log in or account with EZ Shuttle please see What do I do if I want to use EZ Shuttle often or Can I open an account with EZ Shuttle.
I forgot my password
The login page contains a lost your password link with instructions on how to reset your password.
Confirmation of my booking
How will I know my reservation is confirmed?
A: If you book online, you will immediately receive confirmation of your booking (subject to availability) with the reservation number for each transfer booked. You will also receive email confirmation on the email address that you provide when making your reservation. As an added bonus we will send SMS notification to the mobile number you provide for the passenger. If you are making a reservation on behalf of someone else, you can send the email confirmation to yourself and the SMS notification to the passenger (give their mobile number). To read more about the importance of providing a mobile number, please see What information must I provide and why. If you are unsure that your reservation has been booked or the internet gremlins get your email confirmation before you do, feel free to contact our friendly call centre agents on 0861 EZSHUTTLE (397 488).
How long do have to wait for confirmation?
A: If you book online, you will immediately receive confirmation of your booking (subject to availability) with the reservation number for each transfer booked. You will also receive email confirmation (normally within the hour) on the email address that you provide when making your reservation. As an added bonus we will send SMS notification (at the same time as the email) to the mobile number you provide for the passenger. If you are making a reservation on behalf of someone else, you can send the email confirmation to yourself and the SMS notification to the passenger (give their mobile number). To read more about the importance of providing a mobile number, please see What information must I provide and why. If you are unsure that your reservation has been booked or the internet gremlins get your email confirmation before you do, feel free to contact our friendly call centre agents on 0861 EZSHUTTLE (397 488).
Paying for my shuttle
How can I pay for my reservation?
A: EZ Shuttle has several secure payment options available to you. Cash payments can be made directly to the driver at the time of your transfer. Please ensure that you have the correct amount ready as we do not permit our drivers to carry cash onboard for safety reasons. Electronic Fund Transfers (EFT) can be made directly into our payment account prior to your transfer. If you do not pay the EFT well in advance, please send us your proof of payment to firstname.lastname@example.org to ensure that we capture your transfer as paid in full. Credit Card payments can be made securely online via our secure provider Virtual Card Services (also see Is my information secure). Account payments are available only to account clients. Should you wish to apply for an EZ Shuttle account, please Can I open an account with EZ Shuttle.
When I make a reservation online, why do I have to prepay?
As times changes, so does the way in which we all do business, and prepayment has become the industry standard for online travel bookings. Prepayment helps to reduce false reservations and no-shows. Also, it is a more convenient way for our clients use our services. We accept that the majority of EZ Shuttle clients and guests prefer EFT and/or Credit Card payments for their travel arrangements. We make this payment process easier by offering EFT (pre-trip) payments, as well as secure online Credit Card payments to our clients.
Is my information secure?
A: Yes, because keeping your personal and credit card information secure and confidential is a responsibility that we take very seriously. Any information exchanged between your computer and our server during the reservation process is encrypted. This can be verified in a number of ways; the url should begin with https. The s at the end indicates a secure connection. Secondly, you should be able to see a padlock in the status bar of your browser when viewing an encrypted page. Double click this padlock to view information regarding the security certificate. Also, each page that is encrypted has a VeriSign logo along the left hand side. You can click this logo and a new window will open, allowing you to view our security certificate information directly from VeriSign, the issuing authority. We also recognize our responsibility to ensure our systems are secure from outside intrusion. Therefore, as an added security measure our web server is equipped with state of the art virus and security programmes that continuously test and address security vulnerabilities. EZ Shuttle uses the payment facilitation services of VCS (Virtual Card Services), a secure online payment company recognised both in South Africa (an industry leader) and internationally. If you are still wary of exchanging personal information over the Internet, please phone our call centre at 0861 EZSHUTTLE (397 488) and we will gladly assist you over the phone.
A: Although EZ Shuttle will never charge you for services not rendered, it is important to take note of charges that may apply to your transfer as a result of factors outside the normal transfer. These charges may include; An afterhours charge of R50.00 once off p/transfer (not per passenger) is applied to all transfers between 21:00 and 05:00. Baby seats are provided at an additional R50.00 p/transfer and trailers for extra luggage carries a charge of R100.00 p/transfer (both subject to availability).
Will I be charged if my flight is delayed?
A: Not if you use our early warning system. When you realise that your flight will be delayed, communicate this to our call centre at the first opportunity. Our control room will also monitor all flights for our transfers and notify the driver if a flight is delayed. Whenever possible, our control room will dispatch drivers according to the new flight schedule, provided that you gave flight information on making your booking (see What information must I provide and why). However if we are not informed or for operational reasons have to wait for delayed flights should we not be informed and we have to wait for over an hour, then waiting costs per hour will apply (Are there any hidden costs).>
What if I need to change my reservation?
A: At EZ Shuttle we understand that plans change. All we ask is that you notify us of any changes to your transfer within 6 hours prior to your pickup time and we will try our best to accommodate the changes you request. Please note that EZ Shuttle cannot refund you if your changes are not communicated within 6 hours prior to your pickup time or in the event that a driver is dispatched before you notify us, or in the event of a no-show. Also see What is your cancellation policy and Additional charges for more information.
What if I need to cancel my reservation?
A: At EZ Shuttle we understand that plans change All we ask is that you give us 6 hours notice prior to your pickup time and we will refund you in full. Refunds typically reflect on your credit card account within 2 business days. Please note that EZ Shuttle cannot refund you if your transfer is cancelled with less than 6 hours notice prior to your pickup time or in the event of a no-show. Also see What is your cancellation policy for more information.
What is your cancellation policy?
A: All bookings must be cancelled at least 24hours before the pickup time for the transfer. Transfers cancelled within less than 24hours will be subject to a 50% charge of the transfer fee, while no-shows will be charged 100%. Should you have an emergency, please communicate this to our call centre at the first opportunity.
Can I open an account with EZ Shuttle?
A: Yes, we do have account billing options for our corporate clients and frequent travellers. Should you wish to open an account with EZ Shuttle, simply call us on 0861 EZSHUTTLE (397 488) or email your request to email@example.com and one of our representatives will contact you to advise the requirements and procedures for an EZ Shuttle account. If you do not have an account you and wish to pay in cash or by credit card, please feel free to phone our call centre and an EZ Shuttle agent will happily to assist you in making a reservation.
What do I do if I want to use EZ Shuttle often?
A: You can create a personal login account by clicking here, or by visiting the EZ Shuttle page and completing the necessary information also see Why should I register online. For more information about our account options, please see Can I open an account with EZ Shuttle.
When to book?
How early should I book my airport shuttle?
A: Your quick calculator for Airport Shuttles; Take the time of your flight departure, now count back 1 hour for domestic flights and (at least) 2 hours for international flights. Now deduct from this the distance (in time) from your departure point. This will give you the approximate pick up time to ensure that you do not miss that flight. Example: 20:00 (flight time) – 2hrs (int.) = 18:00 – 2hrs (approximate time it takes from Pretoria to ORT International Airport during peak traffic) = 16:00 (pick up time). If you are not sure you selected the right pick up time, phone our call centre and ask the agent for assistance. If necessary the agent will change your pick up time for you (just provide the reservation number). You will receive a confirmation SMS / email with the new pick up time details.
How early should I book local shuttles?
A: With Online reservations you can book a shuttle up to 6 hours before your pick up time. By Email bookings you can book up to 2 hours before your pick up time and with Phone bookings you can take a chance for last minute bookings, even after your flight has landed (see What should I do if I arrive at an airport and then want to book shuttle without prior arrangements).
What should I do if I arrive at an airport and then want to book shuttle without prior arrangement?
A: It is always a good idea to book your shuttle before you fly. If you are not near an internet connection, you can always give us a call on 0861 EZSHUTTLE (397 488) to book a shuttle before your flight takes off. But we know that life happens, so if you have already landed phone our call centre and enquire if we have a shuttle already at the airport. If we don’t but you are not in a hurry, we can send a shuttle to meet you in about 30-60min, depending on availability.
What about long distance transfers?
A: We recommend that you book long distance transfers at least a few days in advance. Also remember that additional information may be required (if any of the passengers have special medical conditions) and for special requests onboard (snacks etc) we will need enough notice to quote you and secure the items. For information regarding refreshments and snacks please see Optional extras.
What makes EZ Shuttle different?
Simply put, were the other guy; the one whos not too small to be professional, trusted and experienced but were also not too big to care – about your individual requirements, special circumstances, or after sales service! We have EZ Shuttle branches all across South Africa, so you have peace of mind that one professional call centre and dedicated management team will handle your transfer on either end. You dont have to be concerned about unknown, unverified companies, drivers, or vehicles. You can feel safe because with EZ Shuttle you travel in up to date vehicles with experienced drivers. For more information see What about the safety and security of passengers.
Where can I find EZ Shuttle branches?
EZ Shuttle is a national service provider in South Africa, with several years experience in transporting locals and international visitors. You will find EZ Shuttle operating in (click for rates) Pretoria and Johannesburg (Gauteng), Durban, Cape Town, Port Elizabeth, George, Nelspruit and Bloemfontein with more branches planned in other areas over the course of 2011.
EZ Shuttle operating hours?
EZ Shuttle operates 24 hours a day, 7 days a week. Our call centre may be closed from time to time over very quiet times and on certain public holidays days. However if you make a reservation for any of these days we will allocate a driver to your transfer and we will ensure that at least one call centre agent id available to you and the driver for transfer service support
How do the transfers work?
An EZ Shuttle driver will be dispatched within enough time to make it to your pick up destination at least 15 minutes ahead of schedule. Our control room will monitor the driver activity online (via Skytrax satellite tracking), as well as traffic reports. Any travel related concerns will be relayed to the driver and alternative routes will be advised if necessary. In the event that your driver is unavoidably delayed you will be notified telephonically. In instances of extreme delays due to unforeseen circumstances, we will make every attempt to dispatch an alternative driver near you to complete the transfer. Although such instances are few and far between, it gives you our client the peace of mind to know that EZ Shuttle take necessary precautions, monitors transfers and communicates appropriately with our clients.
Where do I meet my driver?
At the airport, your driver will wait for you outside the arrival exit door with your name on a paging board. If you provide a mobile number on booking (see What information must I provide and why), we can try to coordinate a meeting point of your choosing. This may not be possible in all cases depending on airport regulations. At another location, such as your home your driver will wait at the closest safe and convenient point. If you live in a guarded/security complex our driver will obey the rules of entry. It is up to you to communicate your pick up with your security and notify our call centre before your transfer.
What if I miss my flight?
Use our early warning system. When you realise that you missed your flight or it has been cancelled communicate this to our call centre at the first opportunity. Our control room will also monitor all flights for our transfers and notify the driver if a flight is cancelled, but if you miss your flight we wont know unless you call us. Whenever possible, our control room will dispatch drivers according to your new flight schedule, provided that we have availability. However if we are not informed of your missed or cancelled flight and a driver is dispatched to collect you, you may be charged (up to 100% of the rate) for the missed transfer.
What if I am running late?
We know these things happen, so if you realise you are running late for your pick up (to the airport or from point-to-point), please use our early warning system. Communicate your delay and estimated time you will need to our call centre at the first opportunity. Our control room will advise the driver of your delay and if necessary (and possible) arrange a later transfer with another driver. However; if we are not notified and the driver has to wait, then waiting costs per hour will apply or you may lose your transfer if we cannot accommodate a later time. (Are there any extra costs). So, when in doubt, give us a shout.
What to do if a driver does not arrive?
When you arrive at the airport look out for the EZ shuttle drivers dressed in black and bright green or your name on the paging board. If do not see your driver or your name on any paging boards contact our call centre at 0861 EZSHUTTLE (397 488) and our friendly agents will immediately follow up and call you back with feedback. Remember to stay in one location and tell us where you are so we can find you at the airport. Most importantly do not panic! Many factors can lead to you not spotting your driver right away, such as for getting to provide your flight number or an unforeseen traffic incident delaying your driver by a few minutes. The EZ Shuttle control room makes every effort to manage any/all unforeseen incidents. But rest assured, we will not forget about you! For your own peace of mind make sure to always communicate any flight changes or other incidents to us before your transfer.
EZ Shuttle drivers?
EZ Shuttle drivers are all skilled, experienced and professional. We do not employ fly-by-night personalities and each member of our entire team; including drivers are thoroughly vetted and undergo rigorous interviewing and skills testing prior to receiving permanent employment. Many of our drivers come to EZ Shuttle with long time experience as coach / shuttle drivers. EZ Shuttle drivers can be identified by their noticeably friendly demeanours, as well as their black and bright green uniforms.
EZ Shuttle fleet
EZ Shuttle vehicles are all in top condition; we use only new vehicles (no older than 12 months) and ensure that each vehicle undergoes regular inspections and services. Our driver also does a quick check before and after every transfer. A quick check includes checking the general safety and cleanliness of the vehicle and reporting back of any incidents or concerns immediately to our control room.
What is the difference between a coach and point-to-point transfer?
Point to point transfers are exactly that, from one point (such as a hotel) to another point (such as a conference or wedding venue). These are typically small to medium size transfers (less than 16 passengers in two or less vehicles). Coach hire refers to transfers for larger groups (more than 16 passengers) at a time and usually also imply longer distances than point to point (such as Cape Town to Paarl for a field trip or conference). Coaches are often hired for sporting events or a group of people who should be kept together (children, tourists, teambuilding) and arrive/leave at the same time. For more information about the cost of a point to point transfer, please click here. Should you wish to get a quote for coach hire, email I want a quote (in the subject line) and the details of your request to firstname.lastname@example.org or simply call us on 0861 EZSHUTTLE (397 488).
• All persons entering a vehicle owned by or under the control of EZ Shuttle or using EZ Shuttle’s services do so entirely at their own risk.
• EZ Shuttle, its officers, director, agents, contractors and employees will not be liable for any claims, losses, damages (including direct, indirect and/or consequential damages), loss of profits, death, bodily injury or damage to or loss of property of whatsoever nature and howsoever caused (including arising out of negligence), resulting from or connected in any way with the transportation or non-transportation by EZ Shuttle of any passenger or person and/or their property.
• EZ Shuttle shall be entitled to delay, suspend or cancel any of its services due to adverse operation conditions or circumstances beyond its control, including but not limited to any act of God, strike, war, riot, civil commotion, suspension of labour, fire, accident preventing it from providing the services (“Force Majeure”). EZ Shuttle will have no liability in such circumstances and no refunds will be issued by EZ Shuttle if a service is delayed, suspended or cancelled as a result of Force Majeure.
• Whilst every effort will be made to ensure that passengers arrive at the designated destination on time, EZ Shuttle does not warrant or guarantee any arrival or departure times and will not be liable for any loss or damage (direct and/or indirect) incurred by any passenger or person due to a delay, breakdown, suspension or cancellation of any service, subject to the following:
– if EZ Shuttle is directly responsible for a passenger missing their flight, EZ Shuttle’s liability to the passenger shall be limited to 3 times the amount paid by the passenger for the flight; and
– if EZ Shuttle is directly responsible for any delay, breakdown or cancellation, it will endeavour to rebook the passengers on the EZ Shuttle service for an alternative date and time as per the passenger’s request.
• Passengers must ensure that they have sufficient insurance cover for their personal belongings as well as adequate travel insurance (including, without limitation, cover for loss of or damage to property as well as missed flights).
• Where a person or entity makes an EZ Shuttle booking on behalf of another person (a “passenger”), the person or entity making the booking hereby indemnifies and holds harmless EZ Shuttle, its officers, director, agents, contractors and employees from any claim, damage (direct and/or indirect), loss, liability, cost or expense which may arise from the passenger’s use of EZ Shuttle’s services or their presence in any vehicle owned by or under the control of EZ Shuttle.
• A person or entity who makes an EZ Shuttle booking on behalf of another person shall be responsible to inform such person of EZ Shuttle’s terms and conditions and shall ensure that such person agrees to and comply with EZ Shuttle’s terms and conditions.