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Frequently Asked Questions (F.A.Q.)

Reservations

  • How do I make a reservation?
  • Use our on-line reservation system here. You can make your reservation on-line up to 6 hours before your trip. If you prefer, you may contact us, by phone, 24 hours a day, 7 days a week. Please have your flight times and credit card information ready when you call.
  • What is your service area?
  • We provide transportation to and from the Portland International Airport from the cities of Eugene, Corvallis, Albany, Salem and Woodburn.
  • What are the benefits of making a reservation?
  • When you make a reservation you save the time and hassle of paying with credit card or cash on board the vehicle. What's more, you may qualify for special discounts only available to customers who make pre-paid reservations. Enjoy the convenience and peace of mind of having your reservation completed in advance by visiting our reservations page today.
  • Can I pre-pay a ticket for someone else?
  • We are happy to help you make travel arrangements for others. You may make their reservation the same way as you would for yourself, by phone or on our reservations page. Be sure to put their name in as the passenger.
  • Can I cancel my reservation after it has been made?
  • Yes, reservations can be canceled by phone. Calls after 5:00 PM will be answered by our after hours service (please wait for the prompt at the end of the automated message).
  • How do I change my reservation?
  • Reservations can be changed by phone. Calls after 5:00 PM will be answered by our after hours service (please wait for the prompt at the end of the automated message).
  • Are prepaid reservations really required?
  • Prepayment has become the industry standard for travel related reservations. Prepayment helps us reduce no-shows, reduce fraudulent reservations and keep costs down. We have several different sized vehicles and in an effort to save on fuel costs we dispatch the vehicle that can accommodate the number of passengers who have a reservation. We may not even stop at a pickup location if we don't have a reservation for it. Bottom line is if you don't have a reservation there is a good chance you won't get a seat on the bus.
  • Can I use direct billing?
  • For our corporate accounts, we are happy to arrange for a Direct Bill account. You may contact us by phone and our customer service agents will be happy to assist you.
  • Can I park my car at your pick up locations?
  • Yes, most locations offer parking for our customers. Always check the specific details on our locations page.
  • How much does it cost to ride the shuttle?
  • Each city has its own rates, some cities have special promotions, some cities offer senior/student discounts and some don't. Please see our rates page.
  • Where are your pickup/drop off locations?
  • Please see our locations page
  • What about children on the shuttle?
  • We are a family friendly company. We understand it can be difficult traveling with one or more children. Children 12 and under ride free (limit 2 per full fare ticket). Children under the age of 13 must be accompanied by an adult.
  • Can you pick me up at my home or at another location?
  • We do not offer a door to door service. To find our pick up locations go to our locations page.

 

On the bus

  • Do your buses have seat belts?
  • No, Oregon law states that vehicles (15 passenger. and larger) are not required to have seat belts.
  • Do I need a car seat for my child?
  • No, Oregon law states that vehicles (15 passenger. and larger) are not required to use child restraints.
  • What if I want to use a car seat?
  • You may bring a car seat with you for your child but our buses are not equipped with any restraint system to secure it to the seat. Also, we cannot be responsible for your car seat so it must be taken with you when you leave the bus.
  • Can I take extra or oversized baggage on the Shuttle?
  • We are currently using smaller vehicles for our Airport Service so we cannot accommodate bikes or skis at this time. There is an additional $10 charge for golf clubs and each extra bag over 3 per person.
  • Do you allow animals/pets on the bus?
  • Yes, there is an additional $10 charge and all animals (except service animals) must be in an approved airline carrier. Small sized soft carriers may be carried with you (on your lap) in the passenger compartment, if you can't carry it on your lap then it must go in the baggage compartment.
  • What is your policy regarding gratuity?
  • Gratuity is optional; however it is a customary part of travel etiquette to offer a gratuity for good service. In other words earned gratuity is appreciated.
  • Are your buses equipped to handle wheelchairs?
  • We currently have one vehicle equipped with a wheelchair lift. If you will require the lift, or other special assistance please contact us by phone when making your reservation so we can be sure to meet your individual needs.
  • Baggage limit
  • 2 bags plus 2 carry-on per person please. Additional bags are $10 each.
  • Where do I catch my ride at the airport?
  • We are located on the bottom level outside of baggage claim. If you exit near carrousel #8, you will find us on the second island out, by the information booth at the "scheduled buses and vans" sign.

 

Timing

  • What if my plane is late and I miss the shuttle I have a reservation for?
  • Your reservation confirmation number will get you a seat on the next bus out, so please make sure you have your confirmation number with you when you travel.
  • How far in advance do I need to make a reservation?
  • Reservations can not be made further than 60 days from time of order. Departure date may not be less than 6 hours from time of order. We accept reservations made by phone until 5 pm the day before. Seating is limited so please make your reservations as early as possible. If you need assistance please make your reservations by phone so we can be sure to meet your needs.
  • What if I just show up at a stop without a reservation?
  • If we don't have a reservation we may not pull in to the pick up location. We may have a seat available at that particular stop but it may be reserved for the next stop so it wouldn't be available to you. The only exception is at PDX. If you show up without a reservation and we have empty seats we will sell them on a first come first served basis. We do reserve the right to charge an additional walk up fee.
  • Will you wait for me if my plane is late?
  • We operate on a fixed schedule and must leave on time.
  • How early do I need to be at the pick up location?
  • Please arrive at least 10 minutes before departure time and be ready to board when the bus arrives.
  • What if the bus is delayed and I miss my plane?
  • We pride ourselves on our 'On Time' arrival rate of 95%; however, things do go wrong at times. Any arrival time within 15 minutes of our posted arrival time is considered 'on time'. HUT is not responsible for delays for any reason. We will do everything we can to get you to the airport on time. We have alternate routes, a traffic problem warning system, extra vehicles and drivers available. You should always give yourself extra time when planning your trip. In most cases the airlines ask that you arrive two hours before your departure time.
  • What should I do if I leave something on the bus?
  • At the end of each run our dirvers do a walk thru of the bus. Anything that has been left behind is taken into our 'lost and found' at the Corvallis office. If you find that you are missing something please contact us by phone, we will mark your belongings and have them awaiting your return.
  • Can I check to see if someone is on the shuttle?
  • We can tell you if the person you are looking for had a reservation. Due to safety issues we would rather not disturb our drivers when they are in transit. We want our drivers focused on the traffic conditions and the safety of our passengers.

 

Miscellaneous

  • Is your website secure?
  • Yes, we use the latest most proven security measures to keep your information safe. Keeping your personal information and any credit card information secure and confidential is one of our most important responsibilities.
  • What is your website privacy policy?
  • We use your email addresses to send you your reservation confirmation number, important rider updates, discounts and new promotions. We will never share your email address and you can stop any updates by simply letting us know. Please see our Privacy Policy for further details.
  • Who should I contact if any part of my experience is not up to my expectations?
  • Please see our contact page.
  • What is a customer profile?
  • If you are a regular customer and want to create a secure customer profile it will speed up your transaction process, make changing and canceling your reservation easier and it will qualify you for Frequent Traveler awards, discounts and promotions. You do not need to create a customer profile to make a reservation.  Registering with our website, however, allows you to store information in your profile(addresses, credit cards, etc.) meaning that in the future your information will be pre-filled, saving you time.
  • What if my baggage is lost or damaged?
  • HUT's liability is limited to $1000 per paid customer. Please avoid packing high-value, fragile or perishable items in your checked baggage and Alert our driver if you have any concerns. HUT is not liable for destruction, loss or damage that results from an inherent defect, poor quality and conditions due to normal baggage handling wear and tear. IE: Minor cuts, scratches, scuffs, dents and soil. Damage to wheels, feet, extending handles and items of fragile or perishable nature. Damage as a result of over-packed bags. Loss of external locks, pull straps or security straps.
  • What if i leave something on the bus?
  • HUT is not responsible for items that are left on the bus and our drivers can not be given items for us to hold until you return. There are services available for storage at PDX. If you think you have left something on the bus you would need to call our business office Monday through Friday from 8AM to 5PM. Arrangements can be made to ship items at your expense. There may be a fee to claim items after business hours. Items that are found will be held at our business office for a maximum of 60 days.