FAQ

Cancellation Policy:

Your booking reserves a dedicated time slot.

• Cancellations within 48 hours of travel – 50% of the fare will be charged.
• Same-day cancellations – Full fare will be forfeited.
• Rescheduling – Payment will be held as a credit for future use.
• To avoid cancellation fees, notify us at least 4-5 days in advance via email.
• A $50 non-refundable fee applies to cover booking and correspondence costs.
  

  Once a customer confirms and agrees to proceed with the booking, all submitted details—especially pickup date, time, and AM/PM—are considered final. It is the customer’s responsibility to ensure all information is accurate at the time of confirmation.

  You can request changes to your booking (such as pickup time or date) up to 7 days before your trip, and we will do our best to accommodate, subject to availability.

  However, if you request any changes within 1 or 2 days of your trip, we may not be able to accommodate them.

  On the pickup day, if the customer fails to show up, is unreachable, and has not informed us of any delays, the driver will wait for up to 2 hours after flight arrival, after which they will leave and the job will be marked as completed with no refund.

  Shuttle2Home will not be held responsible for missed transfers due to incorrect or incomplete details (such as wrong dates, times, or flight information) provided by the customer. Please double-check all details before confirming your booking.

Advance Booking
We recommend booking 48 to 72 hours in advance, or as early as possible, to secure your preferred time. All bookings, including same-day bookings, are subject to availability. Once you agree and accept a quote, it is valid for 7 days. A deposit is required within this period to hold the date and time. After 7 days, we cannot guarantee availability, and you will need to reconfirm with us before making payment.

Yes, if you’re booking online, select ‘One Way’, and you won’t be required to enter a return date.please note discount applies to return bookings, but one-way trips do not receive this discount.

No, your booking is not confirmed until you receive a confirmation email, which is separate from your payment receipt. Some bookings require manual review due to special requests before they can be finalized.

Payment Terms
Full payment is due at least 2 weeks before travel. For bookings made within 2 weeks of travel, immediate payment is required.

We accept credit and debit cards via a secure ANZ VeriFone Eftpos NZ link. A surcharge applies to all card payments, and international transactions may incur higher fees.

Cash payments may be accepted at our discretion, depending on the booking.

We track your flight, but it’s your responsibility to provide the correct flight number at booking, along with an active phone number and email.For delays within our hours, we’ll arrange the next available shuttle, but adjustments may take time. If delayed beyond our hours, we’ll provide service on the next available shuttle.If your flight arrives very early, you may need to wait, as our shuttles run on a planned schedule.

Confirmation emails are sent within 24–72 hours. If you haven’t received yours, check your spam or promotions folder.For urgent bookings, we prioritize confirmations, but during busy periods, we process them accordingly. If you still need help, please contact us.

You may travel in a van, minibus, or car, depending on passenger volume that day. For private bookings, the vehicle type (car or van) depends on the number of passengers and luggage.If you have any mobility concerns, such as difficulty getting in or out of lower vehicles like sedans or higher vehicles like vans, please let us know at the time of booking. We will do our best to accommodate your needs, subject to vehicle availability.

Car Seat Policy:

• Car seats available on request ($15 fee).
• Booster seats available if needed ($5 fee).
• You can bring and install your own car seat or booster.

We do not have onboard WiFi, but a hotspot can be provided for urgent calls or emails if needed.

Each passenger may bring one 7kg carry-on and one 30kg suitcase. Extra luggage must be pre-booked at $10 per item; unbooked items incur a $20 fee at pickup

Oversized items (e.g., surfboards, bicycles) require pre-booking at $15; unbooked items may be refused. Large musical instruments, sports gear, and travel trunks are not allowed—please book a private transfer for these.

Passengers must assist with loading/unloading their luggage.

Pets are not permitted on our shared transfers. However, service dogs trained for specific tasks are welcome. If you need to travel with a pet, please contact us in advance, and we can advise on available pet shuttle options.

For any booking changes, please contact us. Modifications within four days of travel are subject to availability for shared, premium, or private shuttles. Additional charges may apply for extra passengers, sports equipment, or additional services.

No, Sometimes, bad weather is common in New Zealand, but our service runs daily, rain or shine. Our vehicles are equipped with seasonal tires, and our experienced drivers ensure a safe journey. Please note that weather conditions may impact travel times.

After clearing customs, turn left to the pre-booked shuttles area, where the driver will hold a sign with your name. If you don’t see them, wait near Vodafone or Spark and stay inside the terminal.Wait 10–15 minutes, then call or text if the driver hasn’t arrived. Delays may occur due to parking, traffic, or weather, but the driver will stay in touch. Once you arrive, please text or call with your contact number.

No, our schedules are carefully planned to run back-to-back, so we are unable to make stops at grocery stores, liquor stores, or dispensaries. However, short stops for restroom use or urgent needs may be accommodated upon request, if feasible.

We strive to ensure timely arrivals, but we cannot guarantee you will make your flight due to factors like traffic, weather, or unforeseen delays. Depending on the situation, we may recommend an earlier pickup to allow for a smoother journey. We do our best when scheduling and driving to provide a reliable service.

Your shuttle departs based on flight arrivals, passenger pickups, and traffic conditions. For shared transfers, expect departure 50 minutes to 1.5 hours after arrival to allow time for customs and other passengers. Slight delays may occur if coordinating multiple pickups. Private transfers leave as per your booking. We aim to depart promptly while managing schedules efficiently.

A shared shuttle means traveling with other passengers, with possible stops for pickups and drop-offs. Pickup times are set 2–3 days before travel, usually 3 hours before international flights and 2 hours before domestic flights, though they may be earlier due to road conditions.

A private shuttle is booked exclusively for you, with pickup and drop-off times arranged to suit your schedule.

Yes, our shuttle service operates 24/7, ensuring reliable transportation at any time of the day or night. However, advance booking is required to confirm availability.

Shuttle2Home provides reliable door-to-door service across Hamilton, Auckland, and surrounding areas. We offer transfers to and from Auckland Airport, Hamilton Airport, Hamilton City, Matamata, Morrinsville, Cambridge, Te Awamutu and other nearby regions.

If you’re unsure whether we cover your destination, feel free to contact us for confirmation.