FAQs

Why should I ride with To My Surprise shuttle?

We like this question. We are proud of how we developed our system. It was mainly due to questions just like this. Because we come from an extensive work in the transportation field we have learned several aspects. The most important thing we learned was to listen to the people that travel with us. That has helped us create a system tailor made for people just like you. Upon listening we developed a simple hourly departure from Sky Harbor and from Surprise. This simple approach provides a timely and prompt approach to your flights departure and or arrival. We recommend that you reserve a seat on the hourly shuttle that gives you at least 90 minutes prior to your domestic flght and 2 and 1/2 hours prior to your international flight. Imagine your flight departs at 8:33a.m. … the 6am is still the shuttle to reserve. It’s easy. For a bit more time and if you haven’t traveled for a while we suggest the 5am. Now picture your flight gets into Sky harbor at 8:56pm. We all know that means wheels on the ground. The plane still needs to taxi into the gate. Passengers will exit the plane and walk to baggage claim. You will not have to sweat it! The 10pm shuttle will be ready and waiting for your safe, affordable and fun ride back to Surprise. This is why we have shuttles available on the hour (4am to 10pm daily ~ 365 days a year. After hours available for a nominal fee). Shuttles are available for a quick over the phone or online reservation. It is importatnt to remember to make a reservation. Please make your reservations at least 4-5 days ahead of time. (Please see “How do reservations work” below for more important info.)

***To My Surprise shuttle has a zero tolerance policy of drugs and alcohol for all our drivers. If you wish to file a complaint please contact Tom at 623.218.6035, email Tom at office@tomysurpriseshuttle.com. You may also go to the Read/Write Review page and submit using our online form.

How do reservations work?

Call or go online (click the BOOK NOW button and order your shuttle. You must have available travel itinerary, cell phone #, Email address, and credit card (to purchase or hold a reservation) and traveler(s) full name. Reservations are best made in advance. Within 36 hours you may have to ride within the scope of our rotation and availiblity of drivers. A $15 last minute fee may also be added. Reservations booked within 36 hours are subject to no-refund and non-transferable.

How does your system work?

Departing from Surprise: We have several options available: you may have someone drop you off at our terminal where you catch your reserved shuttle (make sure you arrive 30 min before your scheduled shuttle).

Consider Parking at Our Lot

If you are riding our shuttle you may chose to park your car in our gated, secured and locked parking area for a nominal overnight fee (currently this is FREE). Additionally, we also offer curb services (home pickup and drop off).

Arriving at Sky Harbor

Arriving at Sky Harbor: make sure to make a reservation in advance. We pick up at the Courtesy and pre-arranged area
Terminal 3 from baggage claim, exit NORTH DOOR #5 cross the street to the outer curb. Turn left to the “Courtesy & Prearranged” pick up area -Shuttles depart on the hour. Be at the “Courtesy & Prearranged” area 10 minutes early.

Terminal 4 from baggage claim, exit NORTH DOOR #3 cross the street to the outer curb. Proceed to the “Courtesy & Prearranged” pick up area -Shuttles depart on the hour. Be at the “Courtesy & Prearranged” area 10 minutes early.

Do you accept scooter/mobility devices on the shuttle?

Yes, Please note:

Scooter/Mobility Device Policy

Weight Limit:
- Maximum weight for scooters/mobility devices: 45 lbs.
- scooter/mobility device must fold or be a collapsible unit
Battery Requirements:
- The battery must be separated from the device when the driver arrives for transport.
Assistance:
- A party must be available to assist the driver in loading/unloading the scooter/mobility device if over 45 lbs.
Rider Requirements:
- The rider must be able to step up into or sit down in the vehicle under their own power.
- The driver may deny the ride if the scooter/mobility device exceeds 45 lbs or if the battery is not separated.
Cost:
- Standard scooter/mobility device (up to 45 lbs): $10.
- Charges are per direction of travel and will be applied to the card on file or collected in cash at the time of the ride.

Ride From Our Office to Sky Harbor

Traveling from our office is one of our options. It’s convenient and the most economical way to get to Sky Harbor. Plus it is very easy. Simply meet the shuttle on the hour with your advanced reservation. Remember you can park in our lot too (CURRENTLY THIS IS FREE). Your shuttle ride is shared & we may have other pickups. YOU MUST BE AT OUR OFFICE 30 MINUTES BEFORE YOUR SHUTTLE TIME! To My Surprise Shuttle is located at 12425 W. Bell Rd. Ste. 132. 85378. After all passengers are picked up and on board, we are off to / from Sky Harbor (About 45-50 minute ride). Welcome aboard!

You will recieve an automated text reminding you to be at our office 30 min before your scheduled shuttle ride. Unless you are given other instructions by office staff.

"Pay Driver Cash" (pre-authorization) option?

We validate your card through authorize.net. Your bank reserves the funds until the authorization expires.

Your debit card institution may subtract the total from your available balance, although they don’t withdraw the funds.
If you choose to pay with your card instead of cash, the credit card held will be charged applicable credit card fees.

Do you accept cash? Yes.

Just like hotels, golf courses, rental cars, resturants, etc. a credit card number is required to hold your ride.

Do we tip the driver?

Since our inception in 2009, our policy has always been: To My Surprise shuttle drivers do not solicit tips.
However, our drivers work hard to provide each of you a Safe, Reliable, Friendly, Comfortable and Clean ride.
Let’s be realistic, When you tip the driver this is part of how they earn an income. If they fail to provide a Safe, Reliable, Friendly, Comfortable and Clean ride.

We would understand you wouldn’t want to tip them. We hope you will let us know so we can make any adjustments in training A.S.A.P.

Thank you for your support and generosity. It goes a long way to applaud their resolve.

When tipping our drivers. It is not our custom to tell you an amount or a percentage. We believe it should be personal and whatever you feel is appropriate. Thank you in advance for your generosity.

We appreciate you for being part of our growing family of happy riders!

With Utmost Respect – Roxy & Tom

Do you offer a Private shuttle?

YES! Please call us for pricing and availability 623.218.6035

What are your hours?

Our shuttles run from 4am-10pm daily. 4am is our first available shuttle from surprise and a shuttle may be reserved at that time and upon each hour until 9pm. From Sky harbor our first shuttle pick up that may be reserved is 5am. Our last shuttle leaves Sky Harbor at 10pm (make sure to reserve your shuttle).
*We have shuttles that are available after hours. Call us or if you Book online just select appropriate shuttle time. After hour pricing will display. Click on the shuttle time and select the hour you need.

Lobby and phone hours?

Our office lobby is open Monday – Friday 8am -5pm (Arizona time). Lobby is closed on all Holidays
Phones are covered daily including holidays from 8am -8pm Arizona time. (Leave a message so we may return your call).

Do you provide one ways?

YES. We offer one way service both from Sky Harbor to our terminal in Surprise and from our terminal in Surprise to Sky Harbor $69.95. See pricing for more options.

What if I forgot to order my ride, do I have to have a reservation?

We are all guilty of forgetting things from time to time. And we want to helpWe can usually help get you a seat on the shuttle. Call us 623.218.6035.
We recommend that you make your reservation to guarantee your seat on any given shuttle.
However if you want to be at our pickup point at the airport or our Surprise terminal, you may do so.
Please be aware, there may be a chance that a shuttle will not be available at the hour you want
It would be best to give us a call to check our schedule. Remember there is a discount for round trip. You can use the 2nd part of your trip anytime. We hold it for you in an open ended status. Ask for details.

Why don't I see my shuttle time?

Please make sure you have selected the correct direction (i.e. From Sky Harbor or To Sky Harbor). Also, bookings times shown are the times available. Times not shown may be due to a full time slot or the time slot is unavalible. If no times show at all please call our office for assitance 623.218.6035

Can my children or grandchild(ren) travel?

All children age 14 and younger must be accompanied by a paying adult.
Everyone over 5 years old is considered a passenger (please provide your own safety seat)*. Children under 5 years old travel free.

*Safetty notice: Please provide your own safety seat, as the driver will deny the ride if proper safety seats are not available. Driver will not compromise the safety of a child and or other riders. If you need to rent a baby seat or booster seat we suggest https://www.babyquip.com/

Do you allow pets?

YES. All pets must be collard, leashed and kenneled upon travel. There are fees for pets $15 small and $30 large.

Pets Policy

A service animal means any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. Tasks performed can include, among other things, pulling a wheelchair, retrieving dropped items, alerting a person to a sound, reminding a person to take medication, or pressing an elevator button.

A Customer seeking to travel with an service animal must satisfy all of the following requirements:

The Customer must have the required documentation described below.
The service animal must be either a dog or a cat.
The service animal must be in a carrier that can be stowed in the luggage compartment, the lap of the customer or on a leash at all times while in the office and/or onboard the shuttle.

To My Surprise shuttle driver may only ask two limited questions if it is not obvious what service the dog provides:
Is the dog a service animal required because of a disability?
What work or task has the dog been trained to perform?

According to ADA regulations Emotional Support Animals are not considered Service Animals and will be subject to the pet policy listed. Emotional Support Animans provide affection or comfort to members of the public and are not trained to perform a specific task(s) for an individual related to a disability.

An animal that engages in disruptive behavior may be denied boarding. Examples of disruptive behavior include (but are not limited to):

Scratching, excessive whining or barking
Growling, biting, lunging
Urinating or defecating in the office or on shuttle. (Cleaning fee up to $100 may be assessed)

Note: All animals are subject to a cleaning fee (except service dogs). Such as shedding and/or dander. Call office for more details.

Will I get a confirmation for the shuttle?

Yes. Each order will get a call and if we get no answer we send an email.
FYI…. Our call may come from an unknown caller, no caller ID, or a blocked call.
We apologise for this inconvenience, however we are calling from our cell phones and always want you to return any call to our main number 623.218.6035.
That will ensure you get the best customer service with a prompt reply. We always leave a voice mail too. Make sure you set up a voice mail.

Do you allow excess luggage/bags?

Yes. To make sure the driver has enough room in the vehicle each passenger is allowed 2 bags (1 checked and 1 carry on), simply let us know if you have extra luggage, golf bags or other additional items. Additional fees may be added, refer to drop down menu when selecting number of bags. For the convience of the driver please provide a discription of excess luggage in the ‘Is there anything else we should know’ section. Or please tell us when placing your order over the phone. Please call us immediately if you have changes to the number of items you are traveling with. Our drivers report extra luggage to management.

Are there any oversize/overweight luggage restrictions?

Our drivers cannot handle large or bulky items by themselves. 51lbs+ you will have to load/unload yourself. A fee will be added depending on size and weight. Please call to clarify size/wieght capacity and availablity.

How much does it cost?

A one person one ticket (either direction. i.e. to/from our terminal in Surprise or to/from Sky Harbor) is $69.95. Two people one is $75.95. Three people is $91.95. Please call for larger parties.
A round trip ticket for one person is $134.95 (either direction. i.e. to/from our terminal in Surprise or to/from Sky Harbor). Two people is $147.95 and three is $182.95. Please call for larger parties.
Remember we offer a gated and locked lot for parking your vehicle (currently free).
We also offer home, office or hotel pickup/drop off service for additional charges.
Prices above reflect cash or check. For your convenience We accept AMEX, VISA, MASTER CARD, and DISCOVER over the phone.

What happens if my plane is early?

As soon as you are aware please call our main 623.218.6035 and we will see if we have an early shuttle reserved and if there are available seats and you are most welcome to come aboard!

What happens if my plane arrives late?

It is neither your fault, nor our fault when an airline arrives late. Please call as soon as you are aware of a delayed or late aircraft. Although our drivers watch incoming flights; some information is delayed or not readily available. We will pick you up on the next available shuttle and get you back to Surprise as promptly as possible.

What if I miss my connecting flight to Sky Harbor or change my flight the day of my shuttle reservation?

We certainly understand these things happen. Remember we have the original flight information that was provided. It is very important to call us as soon as possible with the new info; Airline, flight number and arrival time at Phoenix sky Harbor. That way we can get you picked up just as promptly as possible.
Remember our shuttles are by reservation only . Pickup will be according to the schedule that day, our driver availability and shuttle rotation.
Note: There may be a last minute fee charged.

What is the refund/cancellation policy?

Refund / Cancellation policy
You may keep your ride for future use with no penalty. Simply let us know you would like to hold your ride in “Open Ended” status. If you prefer a refund there is upto a 10% admin fee on all refunds (min of $5.00). You must call at least 6 hours prior to cancel your shuttle time to avoid any fees.
NO REFUNDS for no shows. In good faith we dispatched a driver and they will be compensated for the no show (cash customers ~ credit card on hold will be charged full fare for no show).
AZ Transit LLC (dba To My Surprise shuttle), its owners and employees are not responsible for any loss of time due to flight delays/traffic delays, detours, construction projects, etc.. We are not responsible for lost, stolen or misplaced items. Please call us for items you may have left on our shuttles.
What happens if there is a traffic jam or accident on the way to/from the airport?
Although traffic delays and unforeseen accidents do occur and we employee top notch professional safe drivers, the drivers will do all they can to avoid blocked traffic and take alternate routes.
TO MY SURPRISE is not responsible for traffic delays, detours, construction project, etc.

Are there any COVID restrictions?

Currently there are none. At To My Surprise shuttle, we continue to offer shuttle service to our customers 365 days per year. Be sure to make a reservation in advance.

To My Surprise Shuttle assures you that we are cleaning and sanitizing the shuttles – especially door handles, seating and rails – after each ride and before your pick-up. For your own personal comfort you may choose to wear a mask if you prefer.

We appreciate and support all those that continue to care for and help resolve COVID in a safe and healthy way. If you are experiencing any symptoms of this illness, please delay travel plans at this time to help keep you and all of us safe.

Thank you for riding with To My Surprise Shuttle. We continue to be your dependable choice when traveling between Surprise AZ, the Northwest Valley and Sky Harbor airport.

Roxy, Tom, Jodi and all our drivers

Can the shuttle pick you up from your home, office, or hotel?

Yes, To My Surprise Shuttle offers convenient pickup services from your home, office, or hotel and other locations that best serve you. Simply schedule your pickup by giving the exact address, and one of our friendly drivers will arrive at your designated location.