Carter Transportation FAQs

We use a 15-minute pick up window for our shuttle services to the airport which allows for routing, traffic, and vehicle optimization. Please be ready to go at the scheduled pick up time, and the driver will arrive within that time and 15 minutes. Please plan your pick up time accordingly. Our black car, SUV, and premium van services do not use a 15-minute pick up window, nor does our “around town” (non-airport) transportation.

The Carter Transportation/SuperShuttle ticket counter is conveniently located in the baggage claim area, just past baggage carousel #1 and the new Starbucks. ***We did NOT move to the area across the parking garage where taxis and ride hailing apps now pick up***. Shuttle service passengers should check in and go to the ticket counter location. Our goal is to have you departing the airport within 15-20 minutes of your arrival time to our ticket counter (less for private vans who aren’t waiting for other riders going their direction). Black car, SUV, and premium van passengers will be greeted by your driver with a name sign at the bottom of the escalators coming into the baggage claim area and depart when you have your luggage and are ready to go, you do not need to go to the ticket counter unless you need assistance. Please call 1-512-BLUE VAN (258-3826) 24/7 for assistance locating your driver.

Please accurately indicate in your reservation how much luggage you will be traveling with and use Additional Instructions to give detail if you are traveling with large or excessive luggage. This helps us choose which vehicle to send. To ensure we have enough luggage space for all passengers, our shared-ride passengers are allowed 2 standard sized suitcases/bags (50lbs or less) and 1 carry on item (not including purse or diaper bag) per person. Additional luggage will be charged at $6 for up to 2 additional bags. Excessive luggage or oversized items (large travel trunks, bikes, large athletic equipment) will likely require a private van. Golf bags can take the place of one suitcase or you can pay the extra luggage fee. Please call with questions or to discuss. Private ride passengers can utilize the full luggage area so there is no restriction on number of items within reason, but please make note in Additional Instructions if you have oversized or excessive items we should be aware of when choosing your vehicle type. Slightly overweight luggage requires passenger assistance to load in the vehicle. Luggage 60+ pounds requires prior approval, please call 1-512-BLUE VAN (258-3826), so we can ensure the physical safety of our drivers.

For safety reasons, Carter Transportation Austin does not provide or install child safety seats, but we encourage you to bring your own if needed. Texas law states children up to 8 years old unless taller than 4’ 9” tall should ride in an age appropriate safety seat (car seat, booster, etc.). With our discounted shared-service, each rider is considered a paying passenger including children and pays the additional passenger fee (discount for most areas) and is allowed the included additional luggage. With our private transfer services there are no additional charges for passengers.

We are happy to accommodate your crated pets. For shared-ride customers, small carriers that fit on your lap can be considered your one carry on item. Medium to large carriers will likely require a private van, and may have to be stored in the rear luggage area (open area, not a trunk). Please make note in special comments that you are traveling with a crated pet and the carrier size. Service animals can ride in any of our vehicles with the passenger, please make note in special comments to ensure we allow enough travel space. Please call 1-512-BLUE VAN (258-3826) with questions.

Please choose the accessible van option if you require a van with a wheelchair ramp. If you are able to get into the vehicle but will be storing a collapsible wheelchair in the luggage area, you do not need to choose the accessible van option, please just make note under special comments so we are sure to allow enough storage space.

You can make changes to your reservation online or on the app with at least 2 hours advance notice. For changes within 2 hours please call 1-512-BLUE VAN (258-3826). Cancellations made with 2 hour advance notice will receive a full refund, no questions asked. Cancellations made within 2 hours are not eligible for a refund.

If you are flying into Austin and have provided us with correct flight details and your flight is delayed, you do not need to let us know, we will have the most current flight arrival information. If you are flying out of Austin and your flight is delayed and you are hoping for a late pick up, please follow the above Changes instructions. You can make changes easily with 2+ hour advance notice. Within 2 hours, please call, we will always do our best to accommodate you. If a driver has already been assigned to pick you up and is on the way, unfortunately we are not able to change/cancel a reservation or provide a refund but can provide you with a receipt to request possible reimbursement from the airline.

You can make changes to or cancel reservations easily with 2+ hour advance notice. Within 2 hours, please call, we will always do our best to accommodate you. If a driver has already been assigned to pick you up and is on the way, unfortunately we are not able to cancel a reservation with a refund but can provide you with a receipt to request possible reimbursement from the airline. For our shuttle passengers flying in to Austin, we do not assign passengers to a van until you check in, so we can usually provide a refund or change even if it’s within the 2 hour window.

You sure can! You can book rides to the airport or around town anywhere in the greater Austin metroplex on our website or app. Need to go somewhere not in our system, out of town, or need special assistance? No problem! Just e-mail us or give us a call for pricing and reservation assistance.

Info@CarterTransportationAustin.com / 1-512-BLUE VAN (258-3826) (use extension 2 for an urgent situation).

Info@CarterTransportationAustin.com or call 1-512-BLUE VAN (258-3826).

We will always do our very best to ensure we provide on-time service and treat our passengers and their personal items with safety and care, and we commit to resolve any service or other issues as fairly as possible. Carter Transportation Services, Inc. assumes no liability beyond the price of the fare, including but not limited to loss of future profit, potential income, and additional expenses or losses incurred as a result of missed or late pickups, service delays, lost, stolen or damaged luggage / personal property.