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 our Surprise office location (12425 W Bell Rd). This simple approach removes the crazy pickup schedules (i.e. 7:45a.m., 11:19 a.m. or a 12:21 pm). As an example, your flight departs Sky Harbor at 8:44a.m. We recommend that you reserve a seat on the 6 am. shuttle. Remember, you'll to be at Sky Harbor 2 hour prior to boarding (2.5 to 3 hrs for international flights). Imagine your flight departs at 8:21 or 8:33 or 8:51… the 6am is still the shuttle to reserve. It’s easy. 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, affordabel and fun ride back to Surprise. This is why we have shuttles available every hour on the hour (4am to 10pm daily ~ 365 days a year) all available for a quick over the phone or online reservation.
***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 email@example.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 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.
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). Or park your car in our gated, secured and locked parking area for a nominal overnight fee (currently this is FREE). We also offer home pickup and drop off services.
Arriving at Sky Harbor: make sure to make a reservation. We pick up at the Courtesy and pre-arranged area
Terminal 3 from baggage claim, exit SOUTH DOOR #8 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.
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.
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 every hour, with your advanced reservation. Remember you can park in our lot too (CURRENTLY THIS IS FREE).
Also, you must be at our office 30 min before your scheduled shuttle ride.
"Pay Driver Cash" (pre-authorization) option?
We validate your card through Bluepay. 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 chose to pay with your card instead of cash, the credit card held will be charged the total plus the 4% sur charge.
Can you pick up? Picking you up at home, office or a hotel… YES we can!
If you don’t have a ride to/from our terminal or prefer not to park a vehicle we will pick you up. We offer curb service for an additional charge.
From Sky Harbor we pick up at each terminal. We provide detail confirmation emails that give excellent and clear explanations where to go upon arrival to catch your shuttle that returns you back to our terminal in Surprise.
Do you accept cash?
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.
Thank you for your support and generosity. It goes a long way to applaud their resolve.
We appreciate you for being part of our growing family of happy riders!
With Utmost Respect - Roxy & Tom
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 9am -4pm (Arizona time). Lobby is closed on all Holidays
Phones are covered daily including holidays from 6am -9pm 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 $39.95. 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.
Do you offer a Private shuttle?
YES! Please call us for pricing. 623.218.6035
Can my children or grandchild(ren) travel?
All children ages 14 and younger must be a accompanied by a paying adult
Everyone over 2 years old is considered a passenger (plese provide your own safety seat)
Under 2 travels free (please provide your own safety seat)
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.
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. Simply let us know you have extra luggage, golf bags or other additional items. Additional fees may be added, refer to number of items chart when selecting your ride. You may also provide a note when placing your order in the 'Is there anything else we should know' section. Or please tell us when placing your order.
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.
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 $47.00. Two people one is $67.45. Three people is $84.95. Please call for larger parties.
A round trip ticket for one person is $84.95 (either direction. i.e. to/from our terminal in Surprise or to/from Sky Harbor). Two people is $113.95 and three is $133.95. 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, if you would like to pay by debit/credit card there is a plus 4% (VISA, MASTER CARD, and DISCOVER). You may request, over the phone, to use an AMEX for a 7.99% surcharge for all purchases.
NOTE: There are additional airport/fuel sur charges when you book your ride.
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/dispatch 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 is the refund/cancellation policy?
Refund / Cancellation policy
There is a 10% charge (min of $5.00) admin fee on all refunds.
You must call at least 6 hours prior to cancel your shuttle time to avoid any fees.
NO REFUNDS for no shows. (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.