Frequently Asked Questions

Do I have to book in advance?

Yes. Availability is guaranteed if you book more than 72 hours in advance of travel. Bookings within 72 hours of travel are subject to availability and do not qualify for our wait time guarantee.

Can I book a one-way trip only?

Yes, if you are using our online booking system, select ‘One Way’ and you will not be asked for your return trip date.

Is my booking guaranteed once I have made payment?

No, your booking is not guaranteed until you receive your confirmation email. This is a separate email from your payment receipt.
This is because some bookings have special requests that must be manually reviewed before the booking can be confirmed.

Can I pay with cash?

Yes, bookings can be made with cash payment at the Whistler Visitor Centre. For online bookings we only accept payment by credit card. Full payment in advance is required to secure your booking.

What happens if my flight is delayed?

Your flight is tracked by our airport dispatch team. If your flight number is changed, please let us know. If your flight arrival is delayed no later than 23:00 during our winter service or 20:00 in spring, summer or fall, we will ensure you still get to Whistler that day. If your flight is delayed later than 23:00 during our winter service or 20:00 in spring, summer or fall, we will provide service on the next available shuttle to Whistler on the following day.

Why haven’t I received my confirmation email yet?

Confirmations are typically emailed within 24 hours of your transaction. If you do not receive your confirmation email within 24 hours, please check your email spam folder. If you still need help, please contact us.

Can I book in the airport?

Yes. You can book from anywhere by phone or online. Bookings within 72 hours of travel are subject to availability and do not qualify for our wait time guarantee. If you are in Vancouver Airport and you need help, our team will be happy to assist. Just ask at the information desk or call 1-866-923-0516. The staff at the airport information desk can call through for you if you find that your cell phone doesn’t work in Canada.

What type of vehicle will I ride in?

You may be in a van, a minibus or a motor coach. Vehicle type depends on the volume of passengers arriving on the day.

Do I need to bring a car seat for young children?

Car seats are required in our smaller vehicles and we will work with you to accommodate your needs.
In larger vehicles car seats are not a legal requirement. You are welcome to bring your own but please note that the seat belts in these vehicles may not be compatible with your car seat.
Due to the nature of our service we cannot guarantee the type of vehicle that you will be riding in. We advise booking a private transfer to Whistler if you want to be certain that your child will be able to use a car seat.

Are there washrooms on board?

No, our vehicles do not have a washroom.
If you would like a comfort break, please ask your driver. Stops are made by request and only when safe to do so.

Do your shuttles have wifi?

No, our vehicles do not have wifi.
Though we are aware that some companies do advertise onboard wifi, in reality the cell data coverage is not consistent up the Sea to Sky highway, often resulting in an intermittent and frustrating experience.
Try to think of it as the perfect excuse to switch off, ignore your emails and just enjoy the view.

How much luggage can I bring?

2 checked bags and 1 small piece of carry-on and a ski or golf bag are included. Please contact us if you plan to travel with more than this. We follow the guidelines laid out by Worksafe BC for safe manual handling procedures. For the safety of our team members, the weight limit for individual items is limited to a maximum of 32 kg and size is limited to a maximum of 158cm linear dimensions.

Is there an extra charge for bikes and other sports equipment?

2 checked bags and 1 small piece of carry-on and a ski or golf bag are included. Bagged/boxed bikes are permitted during our spring, summer and fall schedules, provided they are booked in advance. There is an additional fee for each bike, applied during the booking process. All sports equipment must be declared at the time of booking so that we can ensure space in the vehicle.

Is my pet allowed to travel with me?

No, on our shared transfers pets are not allowed to travel. This excludes service dogs who have been trained to carry out specific work. Please contact us first  if you wish to travel with an animal and we will be able to advise on the options available.

What if I need to change my booking?

Contact us if you need to make changes to your booking. Changes made within 72 hours of travel are subject to availability. Additional fees may apply to adding passengers, sports equipment and other services.

Will my shuttle be cancelled if the weather is very bad?

No, poor weather is common in Beautiful British Columbia and our service operates daily, rain or shine. Our vehicles are equipped with tires suitable for the season and our drivers are experienced. Weather conditions may affect travel times. Want to check the weather forecast? We have found the Environment Canada Whistler Forecast to be consistently accurate.

How will I know where to meet my shuttle?

Your pick-up location is provided in your confirmation email. Please read it carefully and contact us if you have any questions.

Can you stop on the way at a grocery store/liquor store/dispensary?

No, our service is designed to have a limited number of stops en route. Stops are available on private services. If you wish to pick up any kind of “supplies” on your way to Whistler, Squamish is the most convenient option.

Can I be picked up from the airport but dropped off in downtown Vancouver on my return trip?

Yes, many of our guests choose to enjoy a few days in Vancouver before or after their Whistler vacation. Our advanced booking form will allow you to book two or more trips with different start and end locations.

What is the last pick-up location in Whistler to make sure I do not have to drive around picking up other passengers?

Your shuttle has a unique route, planned as the most efficient option for you and the other passengers on your vehicle. We offer a wide range of pick-up locations for you to choose from. The last pick-up location in Whistler will most likely be the southernmost pick-up location required for passengers on your vehicle.

My confirmation email says my time has been adjusted – why can’t you pick me up at my requested time?

The departure time that you select at reservation will be the time that the service leaves the centre of Whistler (usually Gateway Loop).
To ensure that the shuttle leaves Whistler on time, your individual pick-up time will be adjusted depending on where your accommodation is located.

Can you guarantee that I will make my flight?

No, we do not offer this guarantee. We recommend leaving Whistler at least 5 hours before your flight is scheduled for take-off.
There is only one highway connecting Whistler and Vancouver, so delays are unavoidable during extreme weather or if there is a traffic incident. The route to the airport goes through downtown Vancouver, which can be slow due to city traffic. You may arrive at the airport a little early. This is a good thing. For all travel, we recommend a comprehensive travel insurance policy to cover you in the event of missed flights and other issues.

Can I be dropped off/picked up at an airport hotel?

No, our service goes to and from Vancouver Airport and does not service airport hotels. Many airport hotels will offer a complimentary service to get you to/from the terminal so be sure to check with your hotel to arrange this.

I’m not arriving on a flight. Can I still take the shuttle from the airport?

Yes. We call this a ‘walk-on’ booking and can be made online or over the phone. To book online, uncheck the box ‘I am arriving on a flight’ and select your requested departure time. Availability is guaranteed if you book more than 72 hours in advance of travel. Typically your shuttle will leave within about 30 minutes of your requested time.
Bookings within 72 hours of travel are subject to availability and do not qualify for our wait time guarantee.
Within 72 hours, call for availability:
+1 866 923 0516 (Toll Free North America)
+1 604 966 2041 (Direct)
To reach our representative, go to the information desk at YVR Airport International Arrivals and ask for Whistler Connection. Alternatively, call +1 (604) 418-2448.

Where do I meet the shuttle at the airport?

You will be greeted by your Whistler Shuttle representative in the airport after you have collected your luggage. If you miss your representative and need to find them, go to the information desk at YVR Airport International Arrivals and ask for Whistler Connection. Alternatively, call +1 (604) 418-2448. Our main desk is located in a secure area near the information desk in international arrivals.
For a video explaining the process, click here.

What time will my shuttle leave the airport?

If you booked your shuttle more than 72 hours from travel, your are eligible for our maximum wait time guarantee. Wait time starts when you check-in with our airport representative (after you clear customs and collect your luggage).

What time will I arrive in Whistler if I land at XX:XX?

We cannot guarantee an arrival time in Whistler based on your flight arrival time at Vancouver Airport because there are a significant number of variables outside of our control regarding your overall journey.
For example: Flight Delays, Customs & Immigration Delays, Luggage Problems, Road & Traffic Conditions, etc. Typically, the journey between Vancouver Airport and Whistler takes around 3 hours.

My Vancouver hotel isn’t listed as one of your locations – can I pay to be picked up/dropped off at my door?

No, we do not offer personalized pick-up or drop-off in Vancouver on our shared shuttle service because of the size of the city.
We do offer a range of pick-up/drop-off locations and encourage you to choose one that best suits your needs. Our handy location finder tool allows you to find the closest available pick-up/drop-off location for our service. If you require transport directly to/from a Vancouver location not listed, we recommend booking a private charter. You can see a list of all of vehicle options here.

Where do I meet the shuttle at Horseshoe Bay?

The meeting point is outside of the Horseshoe Bay Ferry Terminal at the bus loading area to your left when you exit the terminal.
It is not at the public bus area to your right.

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