Point to Point Express FAQ
At Point To Point Express, we are dedicated to providing safe, reliable, and comfortable private airport shuttle ride and transfer services. With experienced drivers, well-maintained vehicles, and a commitment to customer satisfaction, we strive to make your journey as seamless as possible. Below, you’ll find answers to some of the most frequently asked questions about our services.
General Services
We offer reliable private airport shuttle ride and transfer services between Salt Lake City International Airport (SLC), Signature Flight Support (SLC), and Atlantic Aviation (SLC), as well as popular destinations like ski resorts and surrounding cities within a 700-mile radius of Salt Lake City International Airport (SLC).
Please Note: We Do Not Offer shared airport shuttle ride or transportation services that take multiple passengers from the airport to various destinations, usually making stops at different hotels or locations.
Instead, we provide private airport shuttle ride and transfer services. This means you and your group will have a dedicated vehicle that transports you directly to your destination without any additional stops. Our private shuttle service ensures convenience, privacy, and a seamless travel experience.
We provide private airport shuttle ride and transfer services to and from Salt Lake City International Airport (SLC), Signature Flight Support, and Atlantic Aviation to destinations such as Park City, Provo, Ogden, St. George, and major ski resorts like Deer Valley, Snowbird, and Alta, as well as surrounding cities within a 700-mile radius of Salt Lake City.
Salt Lake City International Airport (SLC)
Signature Flight Support at (SLC)
Atlantic Aviation at (SLC)
We provide private shuttle ride and transfer services to most of the popular ski resorts in Utah, including:
- Canyons Village at Park City
- Alta Ski Area
- Deer Valley Resort
- Park City Mountain Resort
- Snowbasin Resort
- Powder Mountain
- Solitude Mountain Resort
- Brighton Resort
- Sundance Mountain Resort
- Brian Head Resort
- Eagle Point Ski Resort
- Woodward Park City
- Beaver Mountain Ski
- Cherry Peak Resort
- Nordic Valley Ski Resort
- Snowbird
We strive to make your travel to and from these stunning destinations seamless, comfortable, and stress-free. Let us know how we can assist you with your next trip!
While we primarily serve destinations within our listed service areas, exceptions may be made for locations outside this radius depending on availability and feasibility. Additional charges may apply for such trips. We encourage you to contact our Customer Care team directly to discuss your specific requirements and receive a customized quote.
Currently, we do not have handicap-accessible vehicles in our fleet. However, we are happy to assist you by connecting you with a trusted local company that specializes in providing transportation for individuals with special needs. Please contact our Customer Care team, and we will do our best to help you find suitable arrangements.
Yes, our fleet includes vehicles equipped with All-Wheel Drive (AWD) and Four-Wheel Drive (4WD). These vehicles are ideal for navigating mountain roads and varying weather conditions, ensuring a safe and reliable ride for our passengers.
We do not offer shared airport shuttle ride, transfer or transportation services that take multiple passengers from the airport to various destinations, usually making stops at different hotels or locations. Instead, we provide private airport shuttles. This means you and your group will have a dedicated vehicle that transports you directly to your destination without any additional stops. Our private shuttle service ensures convenience, privacy, and a seamless travel experience.
At Point To Point Express, we prioritize the safety and well-being of our passengers and drivers. Our safety measures include:
Vehicle Sanitation: All vehicles are thoroughly cleaned and sanitized after each trip, with a focus on high-touch surfaces.
Driver Training: Our drivers are highly trained to navigate mountain roads and varying weather conditions, ensuring a safe journey for all passengers.
COVID-19 Protocols: If applicable, we follow recommended health guidelines, such as mask-wearing, hand sanitization, and limiting passenger capacity when required.
Vehicle Maintenance: Regular vehicle inspections and maintenance are conducted to ensure optimal safety standards.
Your safety is our top priority, and we continuously update our practices to adhere to the highest safety standards.
For safety reasons, vehicles cannot be loaded beyond their seating capacity. Each passenger must have their own seat and wear a seatbelt at all times. Please ensure that your group size aligns with the capacity of the vehicle booked. If you require additional seats, contact our Customer Care team to discuss vehicle upgrade options.
Booking and Payment
You can book a ride directly on our website by selecting your destination, date, and time, or by contacting us for assistance.
To get a quote, visit our Fare Quote tool at the top of our home page, on our mobile apps, or call our Customer Care Center at 1 (801) 528-7825. Please note that pricing is subject to change without notice between the time of your quote request and final booking.
Yes, we accept online payments via credit cards, debit card, PayPal, Google Pay, Apple Pay, Venmo and Cash App Pay during the booking process.
Yes, full payment is required to confirm standard reservations. Please note that all payments are non-refundable once the service is booked and confirmed.
Yes, you can book both departure and return rides in one transaction. Please specify your return trip details during booking.
Yes, same-day bookings are available depending on vehicle and driver availability. We recommend booking as early as possible to ensure your preferred schedule can be accommodated. You can check the availability online at Book Now or contact our Customer Care team at 1 (801) 528-7825 for assistance with same-day bookings.
Yes, you can book a ride on behalf of friends or family. When making the booking, please provide the traveler’s full name, contact information, and any special instructions to ensure smooth communication. All trip details, including driver information and pickup instructions, will be sent to the contact information provided during booking. For additional assistance, our Customer Care team is available to help coordinate communications.
We understand that emergencies can arise. If you need to cancel a ride due to an emergency, please contact our Customer Care team as soon as possible at 1 (801) 528-7825 or via email at support@point-to-point-express.com. While our standard policy states that cancellations are non-refundable, we will review emergency cancellations on a case-by-case basis and may issue a credit for future travel at our discretion.
Currently, Point To Point Express does not accept cash payments upon pickup. All payments must be made in advance during the booking process to confirm your reservation. We accept various payment methods, including credit cards, debit cards, PayPal, Google Pay, Apple Pay, Venmo and Cash App Pay. This ensures a seamless and secure transaction process for both customers and drivers.
Cancellations are non-refundable. If you cancel your ride, the full fare will still be charged. For no-shows, where the passenger does not show up at the designated pickup location, the full fare will also be charged. Drivers will wait for a minimum of 15 minutes at the pickup location and will make multiple attempts to contact you before canceling the ride as a no-show.
We strongly recommend notifying us as soon as possible if there are changes to your travel plans to avoid no-show charges. For emergency situations, please contact our Customer Care team to discuss rescheduling or other arrangements.
Travel and Pickup Details
We monitor flight delays and will adjust your pickup time accordingly to ensure your ride is available when you land. Please inform us as soon as you become aware of a significant delay and make sure to provide your flight number when booking.
Drivers will wait for up to 45 minutes for delayed flights before considering the ride a “no-show.” If your flight is delayed beyond this period, please contact our Customer Care team immediately to discuss further arrangements.
In the winter months, we are not responsible for delays or the termination of service caused by unsafe road conditions, including unsalted roadways, traffic, or accidents.
Yes, additional stops can be added for $10 per stop (10–15 minutes). Any waiting time exceeding 15 minutes will be charged at $1 per minute.
Airport arrival instructions may vary depending on the type of service you have reserved. For Salt Lake City International Airport (SLC), your driver will usually meet you at Commercial Pick-Up Line “A” for Airport Shuttle, Taxi, Airport Transportation, or Limousine services.
If you have reserved our services, a separate email and text message will be sent to you with detailed instructions, including the contact number for your driver. If you have any further questions, feel free to call our Customer Care team at 1 (801) 528-7825. We are available 24 hours a day to assist you.
Quick Instructions for Pick-Up at SLC:
As soon as you collect your luggage, proceed to Line “A” for Taxis and Limousines at location “5A.”
This area is located on Level 1 of the airport.
Notify your driver once you arrive at the designated pick-up area. Your driver will be parked at the commercial waiting lot, which is just 3 minutes away.
For more information, please visit: How to Find Point to Point Express at SLC Airport.
Pick-Up at Signature Flight Support or Atlantic Aviation (SLC):
If you have reserved our services for arrival or pick-up at Signature Flight Support (SLC) or Atlantic Aviation (SLC), your driver will meet you at the main entrance of the facility.
After collecting your luggage, proceed to the designated pick-up area:
Salt Lake City International Airport (SLC): Meet your driver at Commercial Pick-Up Line “A” (Level 1). Notify your driver upon arrival, and they will reach you within 3 minutes.
Signature Flight Support or Atlantic Aviation: Your driver will meet you at the main entrance of the facility.
Detailed instructions, including your driver’s contact information, will be sent via email and text message prior to your trip. For assistance, call Customer Care at 1 (801) 528-7825.
For more details, please visit: How to Find Point To Point Express at SLC Airport.
For regular travel, we recommend booking your ride at least 24 to 48 hours in advance to ensure availability. During peak times, such as the ski season or Sundance Film Festival, it is best to book your ride as early as possible, ideally 1 to 2 months in advance, to secure your preferred schedule.
If you need assistance during your trip, you can contact our Customer Care team at 1 (801) 528-7825 for immediate support. Our team is available 24/7 to help resolve any issues, including delays, route changes, or questions about your ride. Alternatively, you can email us at support@point-to-point-express.com for non-urgent matters.
If you believe your driver is operating the vehicle in an unsafe manner, prioritize your safety. Calmly ask the driver to pull over at the nearest safe location. If the driver refuses or continues to drive dangerously, call 911 immediately to report the situation. Once you are safe, please report the incident to us by calling 1 (801) 528-7825 or emailing support@point-to-point-express.com. We take such matters very seriously and will investigate the issue thoroughly. If necessary, appropriate actions, including driver termination, will be taken.
Yes, you can book rides conveniently using the Point To Point Express app, available for download on both the Google Play Store and the Apple App Store. The app allows you to easily select your destination, manage your bookings, and receive updates on your trip.
If you make a mistake during the booking process, you can contact us immediately through the following options:
- Phone: Call us at +1 (801) 528-7825.
- Email: Send your request to support@point-to-point-express.com.
- Account Dashboard: Log in to your account, go to the “My Trips” section, and select the trip you want to modify. Under your reservation or booking details, there is an Order, Reservation, or Booking Communication feature (similar to a chatbot) that allows you to communicate directly with us regarding that specific reservation or booking.
We’re here to assist you promptly and ensure your reservation is updated correctly.
Luggage and Special Items
To ensure smooth service, please review our luggage policies:
Oversized Luggage: Includes items weighing more than 50 pounds or with total dimensions exceeding 80 inches (length + width + height).
Special Items: Large items such as surfboards, pet crates, or skis may require additional fees or vehicle upgrades.
Policy: Bringing excessive or oversized luggage without prior notice may result in service delays or the need for an additional vehicle, with extra charges.
For more details, visit our Terms and Conditions page or contact our customer care team.
Yes, additional charges may apply for oversized luggage or special requests. Oversized luggage includes items over 50 pounds or with dimensions exceeding 80 inches (length + width + height). Examples include skis, snowboards, surfboards, or large pet crates. If your luggage requires a vehicle upgrade to accommodate size or quantity, additional fees will be charged. To ensure smooth service, please inform us in advance about any special requirements. Failure to do so may result in delays or additional charges for arranging a suitable vehicle.
For the safety of your child, it is important to secure them in a child safety seat if federal, state, or local law requires it. We do not provide child safety seats, so please bring your own if necessary. Without one, we may not be able to provide service in accordance with the law.
Our drivers are happy to assist with loading and unloading your luggage at no additional cost. However, for heavy or oversized luggage, additional fees may apply if prior notice is not given or if a larger vehicle is required. Please ensure to inform us about any special luggage requirements when booking to avoid delays or extra charges.
Non-Service Animals: Must be kenneled. For animals over 25 pounds, a private vehicle must be reserved.
Service Animals: Permitted to travel unkenneled as required by the Americans with Disabilities Act (ADA).
Please inform us in advance of any allergy concerns or specific needs, and we will do our best to assist.
Policies and Fees
No, smoking or vaping is strictly prohibited in all our vehicles. If you violate this policy, a $500 cleaning fee will be charged to cover the cost of vehicle sanitation.
Cancellations are non-refundable. You may reschedule your ride without penalty if the request is made at least 24 hours before the pickup time. Rescheduling requests made less than 24 hours before pickup may result in the full fare being charged.
In the event of a passenger “No Show,” the full fare will be charged. Drivers will wait for at least 15 minutes and make repeated attempts to contact passengers before canceling the ride. If a ride is rescheduled less than 24 hours before the pickup time but the passenger does not show up, it will still be treated as a no-show, and the full fare will be charged.
Submit your rescheduling request via email at support@point-to-point-express.com. Requests must be received at least 24 hours before the scheduled pickup time. Requests made via phone or voicemail cannot be accepted.
Yes, during the Sundance Film Festival and peak ski season, a $50 surcharge is added to each airport transfer due to high demand.
If a passenger gets sick or vomits in the vehicle, a cleaning fee of $500 will be charged to cover sanitation costs.
If you leave an item in one of our vehicles, please contact us as soon as possible via our website or Customer Care team. Include your trip details and a description of the item to expedite the recovery process. Lost items are held for a maximum of 30 days. Unclaimed items after this period will be donated or disposed of. Please note that while we make every effort to recover your belongings, we are not liable for lost or damaged items. If you require the item to be shipped, additional shipping and handling fees will apply.
Please follow this link for our Privacy Policy: https://point-to-point-express.com/privacy-policy/. This document outlines how we collect, use, and protect your personal information. For additional questions, feel free to contact our Customer Care team.
At Point To Point Express, passenger safety is our top priority. During adverse weather conditions, such as snowstorms, we take the following measures:
- Monitoring Conditions: We continuously monitor weather forecasts and road conditions to ensure safe travel.
- Driver Expertise: Our drivers are highly trained to handle difficult weather and mountain road conditions with All-Wheel Drive (AWD) or Four-Wheel Drive (4WD) vehicles equipped for such scenarios.
- Service Delays or Cancellations: If road conditions are deemed unsafe, we may delay or cancel service. Customers will be notified immediately, and alternative arrangements will be discussed if possible.
- Customer Responsibility: We advise passengers to plan for potential delays during winter months and to allow extra travel time.
Your safety is our highest priority, and we’ll do everything possible to provide reliable service while prioritizing safe travel.
At Point To Point Express, we take several steps to ensure passenger safety during long-distance trips:
- Experienced Drivers: All our drivers are highly trained and experienced in handling long-distance journeys, including navigating mountain roads and varying weather conditions.
- Vehicle Maintenance: Our fleet undergoes regular inspections and maintenance to ensure all vehicles are in top condition and meet safety standards.
- Real-Time Tracking: For certain trips, we offer GPS tracking so you can monitor your journey in real time and provide peace of mind for you and your loved ones.
- Safety Equipment: Our vehicles are equipped with safety features such as seat belts for every passenger, airbags, and advanced traction systems.
- Rest and Breaks: On very long trips, drivers take appropriate breaks to remain alert and avoid fatigue.
- Emergency Preparedness: Our drivers are trained to handle emergencies and carry necessary tools for unexpected situations, such as road assistance kits.
We prioritize your safety and comfort throughout the entire journey.
Driver and Vehicle Details
Yes, if GPS tracking is available for your trip, you will receive a link to monitor your driver’s location in real time. GPS tracking availability depends on the type of vehicle and trip. Please contact us to confirm whether this feature will be included in your ride.
Yes, many of our vehicles are equipped with Wi-Fi and charging ports for passenger convenience. If these features are important to you, please let us know at the time of booking so we can ensure your vehicle is equipped accordingly.
Yes, when booking online, you can select the type of vehicle you prefer based on the number of passengers traveling with you and the amount of luggage you have. Our fleet includes options like minivans, SUVs, and vans to accommodate your specific needs. Simply choose the vehicle type during the booking process to ensure a comfortable and tailored travel experience.
Let me know if you’d like any adjustments!
While we are not liable for lost or damaged items, we will make every effort to assist in retrieving lost belongings. Please submit a claim on our website by clicking the “Contact Us” button, and include details such as your confirmation number and trip information to expedite the process.
Children under the age of 17 years old must be accompanied by an adult.
What type of vehicles do you have?
Point To Point Express operates a modern fleet of well-maintained vehicles designed to meet a variety of travel needs. Our fleet includes:
- Minivans: Perfect for small groups or families, offering a comfortable and spacious ride.
- SUVs: Ideal for travelers needing extra space for luggage or seeking a premium experience.
- Vans: Accommodates larger groups or those with significant luggage, ensuring a seamless group travel experience.
All our vehicles are equipped with safety features and maintained to the highest standards for your comfort and peace of mind. Let us know your preferences, and we’ll ensure the right vehicle for your trip.
Point To Point Express offers a variety of vehicles to suit different group sizes:
- Minivans: Can comfortably seat up to 6 passengers with standard luggage.
- SUVs: Accommodate up to 6 passengers, ideal for families or small groups.
- Vans: Designed for larger groups, these can seat up to 14 passengers with luggage.
For groups larger than 14, multiple vehicles can be arranged. Let us know your group size and luggage requirements during booking, and we’ll ensure the appropriate vehicle for your needs.
Discounts and Loyalty Programs
Yes, we offer discounts for frequent travelers, larger groups, and corporate bookings. For frequent travelers, loyalty programs with discounts on future rides may be available; please contact our Customer Care team for details. Group bookings may qualify for a discounted rate depending on the group size and travel itinerary. Corporate clients can also inquire about negotiated rates for ongoing travel needs. Contact us directly to discuss your specific requirements.
Yes, we offer a loyalty program for frequent travelers. As part of the program, you can earn discounts and credits toward future rides based on your booking history. To learn more or enroll, please contact our Customer Care team at 1 (801) 528-7825 or email us at support@point-to-point-express.com.
Yes, we offer discounts for school trips, corporate events, and other large group bookings. Discounts are determined based on the group size, travel itinerary, and specific requirements. To inquire about group rates or customized packages, please contact our Customer Care team directly. We’ll work with you to provide a cost-effective and seamless transportation solution tailored to your needs.
Special Services
Yes, we provide group private airport shuttle ride and transfer services. Contact us for custom group pricing.
Yes, we offer assistance for elderly passengers with limited mobility. Our drivers are trained to provide support, including helping passengers get in and out of the vehicle safely and assisting with luggage. If additional accommodations are required, such as extra time for boarding or special seating arrangements, please inform us at the time of booking so we can make the necessary arrangements to ensure a comfortable experience.
Yes, you can request a stop at a scenic location or tourist attraction during your trip. Please inform us during the booking process or contact our Customer Care team in advance to include the stop in your itinerary. Additional charges may apply depending on the duration and distance of the stop. We are happy to accommodate special requests to make your journey more enjoyable.
Yes, some of our drivers are bilingual, but we cannot guarantee the availability of a driver who speaks your preferred language. However, we will do our best to match you with a driver who speaks your language, if possible. Please let us know your language preference when booking so we can make the necessary arrangements.
Seasonal and Demand Management
To manage high demand during peak seasons, such as the ski season and Sundance Film Festival, we implement the following measures:
Expanded Fleet Availability: We ensure additional vehicles are available to accommodate increased bookings.
Advanced Booking Recommendations: We encourage passengers to book their rides well in advance to secure their preferred schedule.
Seasonal Surcharges: A $50 surcharge is added during peak seasons to ensure we can maintain quality service and meet demand.
Flexible Scheduling: We optimize scheduling to maximize efficiency and minimize wait times.
These steps allow us to provide reliable service even during the busiest times of the year.
Sustainability and Environmental Impact
We are committed to minimizing our environmental footprint. Most of our minivans are hybrid vehicles, which reduce fuel consumption and greenhouse gas emissions. By incorporating hybrid vehicles into our fleet, we aim to provide eco-friendly transportation solutions without compromising comfort and reliability.
We are committed to minimizing our environmental footprint. Most of our minivans are already hybrid vehicles, which help reduce fuel consumption and greenhouse gas emissions. By incorporating hybrid vehicles into our fleet, we aim to provide eco-friendly transportation solutions without compromising comfort and reliability.
In addition, Point To Point Express is actively exploring options to further expand our fleet with electric vehicles in the near future. As part of our sustainability efforts, we are evaluating the best solutions to maintain the quality and reliability of our services while supporting eco-friendly transportation initiatives. Updates on this transition will be shared with our customers as plans are implemented.
Customer Support
Login to your account and click on “Trips.” From there, select the trip for which you need a confirmation or receipt and download it.
If you are unable to access your account, you can email us at support@point-to-point-express.com to request a confirmation or receipt. Please have your confirmation number ready, along with your last name, phone number, email address, or zip code to help us locate your booking.
Click on Check My Reservation or follow the provided link to check or find your reservation.
Please note that you will need your reservation number and the billing email address (or the email you used to make the booking).
Our Customer Care team is available 24/7 to assist you. For urgent matters outside regular business hours, you can contact us at 1 (801) 528-7825. Alternatively, you can email us at support@point-to-point-express.com, and we will respond promptly. For a quick answer, you can also use our AI chatbot or browse our FAQ section.
Yes, our website features a live chat option for immediate assistance. Our Customer Care team is available through the live chat to help with inquiries, booking modifications, and any other questions you may have. The live chat is designed to provide quick and convenient support to ensure a seamless experience.
Our Customer Care team strives to respond to all email inquiries within 24 hours. During peak seasons, such as the ski season or the Sundance Film Festival, response times may be slightly longer due to higher demand. For urgent matters, we recommend contacting us via phone or using the live chat feature on our website for faster assistance.
Yes, international travelers can contact us through WhatsApp for convenient communication. Simply use our WhatsApp number to reach out to our Customer Care team for inquiries, booking assistance, or support. Please check our website or contact details to find our WhatsApp number.
Tipping and Extras
We do not collect tips online during the booking process. Passengers are welcome to tip the driver directly at their discretion. Tipping is entirely optional, and passengers are encouraged to tip based on the quality of service provided.
A typical tip ranges from 10% to 25% of the fare.
Yes, some of our vehicles are equipped with entertainment options, such as tablet-like flat screens on the back seats. These can help keep children entertained during the trip. However, availability may vary depending on the vehicle assigned to your booking. If you require this feature, please let us know in advance, and we’ll do our best to accommodate your request.
We provide complimentary bottled water and mint gum to enhance your comfort during the ride. If you have specific requests for additional amenities, please let us know in advance, and we will do our best to accommodate your needs.
Please Note: We do not offer shared airport shuttle rides or transportation services that take multiple passengers from the airport to various destinations, usually making stops at different hotels or locations.
Instead, we provide private airport shuttle ride and transfer services. This means you and your group will have a dedicated vehicle that transports you directly to your destination without any additional stops. Our private shuttle service ensures convenience, privacy, and a seamless travel experience.
Our services
- 1-Private Airport Shuttle Services
- 2-Private Airport Rides
- 3-Private Airport Transfers
