FAQs

Answers to a Few Common Questions for shuttle service to Grand Rapids Airport (GRR) and beyond. 

Our Mission and our Priorities

Service first, accomplishing safe, timely, and efficient transportation.

Rate Match Guarantee

I found another service that's cheaper. Will you really match rates?

Yes, at this time, we do match and beat rates from comparable commercially insured and state registered businesses.  Just forward us the details so we can verify. 

* Note, a Rideshare service is not a registered entity.  

Also, it is illegal to operate a for-hire vehicle operation in Michigan without first registering with the Department of Licensing and Regulatory Affairs (LARA). The Limousine, Taxicab, and Transportation Network Company Act (Public Act 345) of 2016 regulates commercial for-hire passenger vehicles with a seating capacity of eight or fewer, including the driver. 

Is the fare per person or per party?

The fare is for your entire party/carload, except for the Park & Ride (if active).

If you have a custom trip request, that invoice will encompass all passengers/luggage. 

May I reschedule?  How much does rescheduling cost?

Yes, absolutely!  Rescheduling is 100% Free!  You may reschedule, directly, using the link provided at the bottom of your reservation email.

If you run into a problem, contact us via the form in the menu and we will help adjust it manually.

Will you accept reservations on short notice?

Yes, if possible. Contact us with the "custom trip requests" submission.  We answer all correspondence within 24 hours, usually within the hour.

The fee for short notice reservations is highly variable--typically $20-30 more than a standard reservation. 

Will you assist with special events or corporate events?

Yes.  Again, if these require special attention or a divergence in the regular routes, there is an additional fee incurred.  However, if there is a new regular/routine you would like accomplished for your company, please contact us and we'll see what we can do.  

Cancellation Policy

Cancellations are frowned upon;  they cost us processing fees and are highly disruptive to setting schedules.  Remember, for the time you had your booking reserved, it prevented someone else from booking that slot.  Therefore, cancelling is typically very costly.  

Instead of cancelling, reschedule, or use the credit as a gift to someone else.

There is NO FEE for rescheduling.

If you must cancel, you receive a 100% in-house credit to use anytime during the year -- just notify us of the preferred date/time and you'll be issued a discount code for the reservation.

Again, there is NO FEE for rescheduling.  

What if I don't want to use the services I paid for?

You have 3 options: 

1)  In house credit for yourself;

2)  In house credit you can gift to someone else;

3)  A refund minus a $15 fee for depot route trips and $35 for custom trips.  Also, depending on the circumstance, future bookings may be prohibited. 

However, there are no refunds available in the following scenarios:

1)  You fail to show-up, or be prepared for departure, at the designated pick-up time/place.  The driver will wait approximately 15 minutes after designated pick-up time.

2)  You cancel less than 24 hours before your scheduled trip.

Note:  when refunds are issued, they are usually accomplished by check, payable within 30 days of cancellation.  Please be sure to email your mailing address. 

Is my ride shared?

In general, no, your fare covers your exclusive trip TO GRR.  Trips from the hotel route or Park & Ride may be shared.

For trips from Grand Rapids Airport (GRR), some trips may be shared.  This is to accommodate the airlines arriving late and many other factors;  we work hard to monitor incoming flights.  We do not want to leave anyone in a lurch who relies on our service.

Will I be dropped-off at the airport curbside?

Yes!  As close to your airline carrier entry as possible.

Where is the Pick-Up spot at the airport?

In the commercial lane, near the Rideshare Booth.  Airport regulations require us to park/wait in this area when picking up from the airport. 

Is Smoking/Drinking allowed?

Absolutely not.  And pursuant to state law, MCL 257.2139, we have a Zero-Tolerance policy for any use of alcohol, smoking (any substance), vaping, or use of other illicit substances by the driver or any passenger.

What refreshments do you offer?

We always carry bottled water and usually other specialty beverages and treats. Additionally, in the morning, coffee. Afternoon, usually another beverage such as hot chocolate. 

For food, there is typically a WIDE assortment of gourmet healthful snacks, fruit, and desserts that you can either munch on during the ride or take a handful with you.

Are refreshments free? 

Yes! They are complementary. 

Will my pick-up/drop-off time be changed?

Occasionally.  But only in a manner that ensures all passengers arrive on time before their flight, or return home without unnecessary delay.  The driver will notify you as soon as possible of upcoming changes.

Remember: during the checkout process, you explicitly agreed to potential time adjustments.

There are many moving parts affecting logistics; airport shuttling has to adjust to airline flight changes, weather, road conditions, and the delivery of passengers who reside in a variety of places. 

When an aircraft is running early or late, or adjustments need to be made, it isn't a wise use of time or energy to ask "why."  There isn't time. We just adapt and roll with it.  

We go "the extra mile" to provide a comfortable ride with amenities you won't find anywhere else; good attitudes are appreciated. 

What happens if I do not accept a different/earlier departure time?

Our Mission and our Value Statement: Accommodate everyone's schedule with the priority of safe, timely, and efficient transportation.

Accomplishing that Mission requires civility and logistical balance.  When a party behaves as though their schedule is more important than anyone or anything else, it impacts the business profoundly, and, simply put, contradicts the community values we promote. 

Lakeshore Express is affordable, comfortable transportation.  Let's help keep it that way.

Am I expected to tip?

Tips are never required, but greatly appreciated.  They allow us to maintain an exceptional level of service, and feed our families.