Terms of Service
All transportation operated by Jetways LTD and is subject to the following Terms of Service. By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at: www.jetways.ca/terms.
By agreeing to these terms of service, you also confirm that you understand how our service works. For clarification please refer to the FAQs page prior to agreeing to these terms.
Last Updated: July 24th 2017.
Reservations for transportation to the airport are valid only for the time and date specified. Reservations for transportation from the airport are valid only for the date specified. Jetways 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.
Jetways Shuttle Shared Ride to the Airport
Reservations are required for service to the airport. Jetways requires 48 hours’ notice when making a reservation. For reservations to the airport, Jetways 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 and are no longer eligible for a refund of the fare or for reimbursement of any resulting costs.
The vehicle should arrive within the 15-minute window selected at the time of booking. 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 calls for assistance during the pickup process. Our Jetways driver will call you the day before your reservation to confirm with you. 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.
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 from city to city.
Please note that if you book a reservation from the airport, this does not mean a van will be waiting for you when you arrive. Due to security considerations, most airports do not allow us to have vans lined up at the curb. However, we have vans waiting close by in a “holding lot” near the airport, just minutes away. Also a van or an alternative vehicle may not always be available, since in any given area or at any given time there are not an unlimited number of vehicles to service customer demand during low peak hours, so a customer may incur an extended wait time during those situations.
Jetways Private Transportation
Reservations may also be made to book private Jetways services. Transportation is direct and can be used to or from the airport, point-to-point, or hourly service.
Jetways requires 48 hours’ notice when booking a reservation. Additional stops will result in additional charges
Short Notice Reservations
Short notice reservations are reservations made less than two 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 three 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.
Tolls, taxes and other fees may not be 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 including the additional stops.
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.
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 not available for this service.
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. Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter. 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.
Customers who wish to add an additional stops will be charged a fee for each additional stop.
Customers must pay at the time of booking to secure advance reservations. Any charges are processed at the time of booking and are refundable following the terms outlined in the cancellation policy below.
Our drivers and staff reserve the right to request personal identification from customers with fares exceeding $200. Failure to provide personal identification matching information on file may result in the inability of the company to service the reservation. Please have your passport, tickets, and boarding pass available upon pickup as our drivers will be requesting to see these items.
Company Vouchers-Gift Certificates
Company-issued vouchers serve as a form of payment and the original voucher must be presented to the vehicle operator in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Jetways driver upon pickup. Additional payment may be required to cover the cost of your ride. If the value on the voucher exceeds the reservation fee, the difference will not be returned. Vouchers provided by Jetways are only valid for one year from date of issue or marked expiration date, whichever comes first. Expired vouchers will not be reissued and cannot be redeemed as a form of payment. Vouchers cannot be replaced or refunded if lost or stolen.
Company-issued vouchers serve only as a form of payment and do not constitute a reservation. Customers must still schedule a reservation in advance to ensure pick-up.
Jetways permits a variety of partners to re-sell its services, including travel agents, travel aggregators, and transportation aggregators. For third party providers, terms and conditions for services and vouchers will be established by the provider, but shall not supersede the Terms established herein by Jetways. It is the customer’s responsibility to ensure that the terms of any services purchased match the service for which they intend to use, prior to any posted expiration dates. Expired vouchers cannot be redeemed as a form of payment. Refunds, changes to reservations, and billing issues on reservations made through third party travel partners and agents must be directed to the third party provider or agent firm for assistance.
Company-issued vouchers serve as a form of payment and the original, hard-copy voucher may be required as payment in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Jetways driver upon pickup. Depending on arrangements made with the Third Party Provider, vouchers may serve only as a form of payment and may not constitute a reservation. Customers may still need to schedule a reservation in advance to ensure pick-up.
Direct Bill accounts allow customers to book by phone. Accounts are billed after the reservation is complete. These accounts are typically managed as part of Corporate Accounts and require credit approval.
Discount codes are valid for use while reserving the service via www.jetways.ca or by phone. They cannot be combined with other offers. Under no circumstances will a discount be applied past the expiration date.
Phone- and web-based reservations have the option to receive an email confirmation with complete reservation and payment details. Jetways cannot guarantee the generation of receipts after the fact.
Jetways Cancellation Policy
Customers can cancel ride at any time up to three (3) hours before the scheduled pickup for a full refund by calling 1 (844) 425-7575.
Jetways will not provide a refund if the reservation is cancelled or changed less than 3 hours prior to pick-up time, or in the event of reservation abandonment.
Flight Cancellations and Delays Due to Airlines
Failure to contact Jetways with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.
Luggage and Personal Items
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:
– 1 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and
– 1 carry on item and 1 personal item 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 private 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. Jetways and its drivers 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 Jetways customer service reps. In the event Jetways 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. Jetways 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 Jetways representatives in the van. Jetways 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.
Jetways and its drivers are also not liable for lost items left behind in the vehicle by a customer. However, Jetways does want to help customers reunite with lost items whenever possible. If an item is lost, Jetways recommends the customer immediately contact a Jetways customer service rep.
Returning left behind or found items may incur delivery and/or shipping charges to the recipient.
Seatbelts are provided for customer safety. Jetways requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws.
Jetways vans seat 6-10 passengers depending on the city vehicle profile. Oversized or excess luggage may require a larger or private vehicle at an additional cost.
Seat capacity is limited to seats with working safety belts. Current laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.
Smoking & Vaping
Smoking and vaping is not permitted in any of our vehicles.
For assistance at the airport customers are required to make arrangements ahead of time.
Traveling with Children
Jetways 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. Current 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. Operators reserve the right to refuse service to parties out of compliance with current laws.
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 private reservations. 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.
Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. Jetways is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications.
Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, drivers will call the day before pickup, allowing the customer time to cancel or make any changes three hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.
Travel Times and Delays
Jetways 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, Jetways 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, Jetways will post information to website, blog, or other forms of communication, to notify customers in advance.
Customer Service Concerns
Customers are encouraged to notify us of their experience, good or bad. Customers may receive a telephone call about services that Jetways had provided to them.
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 Customer Claim Time
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 30 days after the occurrence of the act or omission that is the subject of the claim.
For Credit Card Refunds: Once approved, a refund request is submitted within 24 hours, excluding weekends and holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund.
At Jetways, we are committed to protecting your privacy. We use the information you provide to secure your reservation.
At some point in the future, we may use the information we collect to occasionally notify you about important functionality changes to the Web site, new services, and special offers we think you’ll find valuable. If we do so, you’ll be provided an opportunity to unsubscribe from this mailing list.
Jetways does not sell, trade, or rent your personal information to others.
Also, Jetways may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will include no personally identifying information. Jetways may release account information when we believe, in good faith, that such release is reasonably necessary to (i) comply with law, (ii) enforce or apply the terms of any of our user agreements or (iii) protect the rights, property or safety of jetways.ca, our users, or others.
We understand your travel plans may change, so we offer a simple cancellation policy. Regardless of whether you made your reservation online, or by dialing (844) 425-7575 give us three (3) hours’ notice prior to your pickup time, and we will give you a full refund.
Jetways is unable to refund payment if cancelled with less than three hours’ notice prior to pick up time or in the event of a no-show.
Child Seat Policy
While laws vary from Country to County, we support the strongest safety standard by recommending that Children must ride in a rear-facing car seat until they are a minimum of 20 lb (9 kg).
Children who are at least 20 lb (9 kg), but less than 40 lb (18 kg) must ride in an appropriate car seat.
Children must ride in a booster seat until they are a minimum of 4 feet 9 inches (145 cm) tall, or a minimum of 80 lb (36 kg), or a minimum of 8 years old.
If current law requires your child be secured in a child safety seat, please bring one as it is the parent’s or caregiver’s responsibility. Due to availability we may be unable to provide the child seat that you need. Learn more about safety restraint laws for your destination.
Service Animal Policy
Our policy regarding the transport of animals is designed to ensure adequate space for the kennel(s), your baggage, and the baggage of other passengers in our vans. All animals – excluding service animals – must be kenneled to board the vehicle. Kennel guidelines are as follows:
Less than 25 pounds: Lap carrier permitted
More than 25 pounds: Must be reserved as Non-Stop Van
Oversized and Extra Luggage Policy
Our luggage policy closely follows that of airlines. For each passenger, one checked bags (e.g. suitcase, duffel bag), one personal item and one carry-on item (e.g. diaper bag, laptop case, backpack, or purse) ride free!
Extra fees may apply in the following instances. Contact us for needs outside of those listed.
Excess/Oversized Baggage – $15 fee per item
Checked bag exceeds 50 pounds (or approximately 23 kilograms).
Total dimensions for your checked bag exceeds 80 inches when adding length, width, and height.
Excessive size or number of bags may require an Exclusive reservation.
Boxes – $20 fee per item
Excessive size or number of boxes may require an Exclusive reservation.
Golf Clubs – $25
Bikes – If foldable $25
Skis, Snowboards and Surfboards – $25