Frequently Asked Questions

Frequently Asked Questions

Q: HOW DOES THE PRICE MATCH GUARANTEE WORK?

A: Price Match Guarantee for services between 7am and 6pm (Qld time) that offer drop off and pick up at your door or accommodation.

Q: HOW FAR IN ADVANCE SHOULD I BOOK?

A: It is best to book early but a few days in advance is fine. It gives us time to organise ourselves and if we are fully booked, time for you to find alternative arrangements or us to help you do so.

Q: WHEN IS MY BOOKING CONFIRMED?

A: Your booking is confirmed and locked in when we take your booking by phone or email. We do not call to reconfirm your booking but you are welcome to call our office to do so. Note: For special events and charter services credit card details or a deposit will be required within 7 days of your booking.

Q: ONCE I BOOKED AM I GUARANTEED OF SERVICE?

A: Yes. Once your booking is confirmed we remain loyal to you, our customer.

Q: I HAVE AN EARLY FLIGHT WHAT TIME IS YOUR 1ST PICK UP?

A: We will pick you up from your home or accommodation venue to have you out at the airport with plenty of time to check in, no pick up is too early.

Q: WHAT ARE THE OFFICE HOURS?

A: 7am to 7pm Mon – Sun

Q: WHAT AREAS DO YOU COVER?

A: 90% of shuttles run from Byron Bay to Gold Coast Airport and return however we will go anywhere from Lismore to Ballina to Brisbane via a private transfer. Private transfers are based on a quote however $2/km is a good guide.

Q: DO I HAVE TO BRING MY LUGGAGE OUT THE FRONT?

A: The ideal answer is “Yes”. Should you require assistance please let us know in advance, so we can allow extra time at your location, thus not holding up other travellers.

Q: WHAT IF I AM HELD UP IN CUSTOMS?

A: As customs can be a nightmare we recommend you call us when you go through customs. Our drivers will monitor your flight to see when it lands and will leave immediately for your pickup after your call to us.

Q: WHAT IF OUR PLANE IS DELAYED?

A: From time to time the airlines do delay services. Should this happen please contact our office as soon as you are aware, we will in most cases we will be able to assist with the delay. On the rare occasion that we are unable to complete the booking a credit note will be issued for future use.

Q: WHAT IS THE CANCELLATION POLICY?

A: At Byron Bay Airbus we do understand that the unexpected change to your plans can happen, should you cancel your airport or cruise transfer within 72 hours before your travel, you will be charged 100% cancellation fee. For our charters the policy is on the charter agreement. For our day tours, up to 14 days prior to travel no fee charged, 14 days to 72 hours prior to travel 50% fee charged, within 72 hours 100% fee charged.

Q: WHAT METHOD OF PAYMENT IS ACCEPTED?

A: We accept MasterCard, Visa Card or cash to the driver

Q: DO YOU TAKE OVERSIZE LUGGAGE SUCH AS SURFBOARDS OR BIKES?

A: We take all items that your airline would within reason with a surcharge of $10 per person for oversize items.

Q: DO YOU HAVE BABY SEATS AND BOOSTER?

A: Yes, either can be arranged and need to be requested at time of booking

Q: CAN BABIES RIDE ON MY LAP?

A: It is our preference that a baby seat is fitted which can be either your own or one we have provided however it is the passenger’s responsibility to request this and their responsibility to ensure the child is securely seated.

More info available at: http://www.tmr.qld.gov.au/Safety/Driver-guide/Child-r