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Frequently Asked Questions

  1. What are your hours of operation?
    Service is available 24 hrs. a day, 365 days a year.

  2. What type of cancellation policy do you have?
    Airport Shuttle transfers have a 12 hour cancellation policy. Cancellations within 12 hours will be charged the one way fare.

  3. When our flight arrives, how do we find the driver at the airport?
    If you provided your cell phone number on your reservation, you will receive a text as soon as your flight touches down. Simply gather all your luggage then click our READY TO GO link. You will receive a text back from our Dispatch team. They will text you back with information where to stand to meet your driver.
    If you did not receive a text when you arrived? Simply call 714-670-3480 #2 for dispatch.
    Again, if you provided your cell phone #, check your phone for a text message once your flight has landed.

  4. Luggage Restrictions
    A maximum of 1 piece of luggage, 50 pounds or less, per person, plus one carry on bag.
    If you have more luggage you must select Private Van service!
    For private van service, a maximum of 12 pieces of luggage per van. If traveling with more than 12 pieces of luggage you will be required to pay for a second van to accommodate all of your luggage needs.
    Luggage size standards are: 50 Pounds with a maximum luggage size of 62 linear (total) inches or 27 x 21 x 14 inches.
    International luggage size standards are: 23 Kilos with a maximum luggage size of 158 linear (total) centimeters or 69 x 53 x 36 centimeters.
    If passenger is traveling with excessive luggage or oversized luggage and, as a result, we cannot accommodate all luggage into the cargo area of the vehicle, then we will call in for a second vehicle. The second vehicle will be dispatched at the earliest possible and passenger will pay a second transfer fee $ for the second vehicle, at time of pickup.

  5. What types of vehicles do you offer?
    9 passenger vans, Towncars seat 3 ppl, Compact Sedan/SUV seat 3 ppl, SUV's - seat 6 ppl, Limousines of all types and sizes, 23 passenger mini-coaches, plus 55 passenger full size coaches. View our fleet…Click Here!

  6. How long have you been in business?
    Karmel Shuttle Service, Inc has been operating since 1996. Our Bus division, Southern California Coach, was acquired in 2001. Our Tours division, Extreme Tours, was established in 2015

  7. Do you provide Child Restraint Seats (car seats or booster)?
    Please be aware that we DO NOT supply child restraint/safety seats as there are several types and designs of child restraint/safety seats that are "specifically" designed to meet each child’s age, weight and height variables. California State Law requires your child be secured in a child safety seat under the age of 8 yrs old. Please be sure to bring one and install it in the vehicle. When booking your shuttle, please provide the Exact number of passengers in your party and reserve that many seats accordingly. We DO NOT provide child safety seats and will NOT ALLOW children (including infants) to sit on the lap of another passenger. All children under 16 must be accompanied by an adult. Further details may be found at: https://www.chp.ca.gov/Programs-Services/Programs/Child-Safety-Seats
    Read more about traveling with children HERE.

  8. Can we travel with a service Animal?
    Our policy and commitment to our clients is to provide safe transportation with the utmost of courteous service.
    It is our policy that clients travelling with Service Animals shall have access to the same services offered at the same price point offered to those travelling without service animals.
    As such, all clients, including those with Service Animals, can elect to book:
    1. Shared Van Service
    2. Upgraded Private Van or SUV Service

  9. Service Animal Policy PDF

  10. Do you offer Travel Agent commissions?
    No, unfortunately we do not pay out a commission. However, we offer 10% travel agent discount portal. You charge your client directly and we charge your agency the discounted rate. For information about setting up an account, please contact info@karmel.com and request to be set up on Travel Agent Account.

  11. Do you offer Hotel commissions?
    Yes, for all local hotels, we will offer 10% commission, payable directly to the hotel. We can set up your hotel with custom web link. Place it on your website and provide it on your email confirmations you send out to guests who just booked a room. All reservations placed will pay out 10%. For information about setting up an account, please contact info@karmel.com and request to be set up on Hotel commission Account.

  12. What are your Shuttle Service types?
    1 to 5 passenger shared ride is designed to save some money by sharing the vehicle with other passengers.
    9 passenger van - Private Van service is private to your party only. Whether you have 1 person or up to 9 people, the vehicle is not shared with others
    Private Town Car, SUV, Compact SUV, Limousine and bus service are all private

  13. In order to maximize the number of passengers in a van, most shuttle companies loop and loop and loop the airport looking for additional passengers. Does Karmel Shuttle loop the airport?
    No, we are a reservation service only. We are committed to getting our passengers to their final destination in the most time effective manner. Should the van be required to loop the airport it will be due to traffic congestion or we missed passenger curbside pick-up the first time around. We do not loop the airport looking to fill the van.

  14. How far in advance is the pick-up time scheduled for passengers going to the airport?
    3 hours before departure for domestic flights & 4 hours before departure for international flights. Distance to the airport will have a variable on our computer generated pick-up times.

  15. Are you licensed & insured?
    Yes, we are in full compliance with all state regulations for licensing & insurance.

  16. How does shuttle payment work?
    Clients may pay by credit card. Agencies may pay using a credit card or by direct billing. In order to be billed, a credit application must be approved and on file.

  17. Where are your shuttle services located?
    We service all of Southern California. LAX - Los Angeles International airport, SNA - Orange County Airport, LGB - Long Beach Airport .

  18. Do you offer point to point service, not just airport transfers?
    Yes, we offer ground transportation needs to sporting events, entertainment venues, tours & Attractions, weddings, Convention Shuttle Service, Employee Parking Lot Shuttle and more!

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