Terms & Conditions

Effective: 19 February 2022  ·  Last reviewed: January 2026  ·  Operated by: Waggie Pty Ltd trading as Airport Shuttle Services

01 About these terms

In these Terms, "we", "us", "our" and "Airport Shuttle Services" mean Waggie Pty Ltd trading as Airport Shuttle Services. "You" means the person making the booking and any passenger travelling on the booking. "Booking" means a confirmed reservation for a transfer or charter service.

These Terms form the entire agreement between you and us in relation to your booking. They override any earlier representations, understandings or correspondence, except where statute requires otherwise.

02 Bookings & quotes

Bookings can be made through our website, by phone, by email, or through one of our authorised partner platforms (universities, cruise lines, hotels, corporate travel agents).

Quotes are valid for 24 hours from the time of issue, or until the time specified in the quote, whichever is earlier. Quotes are subject to vehicle availability at the time of booking confirmation. A booking is only confirmed once you receive a written booking confirmation from us by email or SMS.

You are responsible for the accuracy of all information you provide to us, including pickup address, drop-off address, flight number, arrival or departure time, passenger numbers, ages of any minors, luggage details and any special requirements. We are not liable for transfers that fail or are delayed due to incorrect information provided at booking.

03 Payment

Payment is required at the time of booking unless we have agreed otherwise in writing (for example, with corporate, university or cruise-line partners on account terms).

We accept Visa, Mastercard, American Express, EFT and PayPal. Card surcharges of up to 1.5% (domestic cards) or up to 3% (international cards or AmEx) may apply, in line with industry standards and the Reserve Bank of Australia guidelines on payment surcharges.

All prices are in Australian dollars (AUD) and include GST unless otherwise stated. Quoted prices are based on the route, vehicle type, time of day, passenger count and luggage details supplied at booking. Significant changes to any of these may require a re-quote.

An after-hours surcharge may apply to transfers commencing between 10:00pm and 6:00am, and on public holidays. Where applicable this is shown on your quote.

04 Changes by you

If you need to change a booking — for example, a different pickup address, a new flight number, a change of passenger numbers — please contact us as soon as possible by phone or email. We will do our best to accommodate your change.

Changes made more than 24 hours before the scheduled pickup are usually free of charge unless they require a different vehicle type or substantially different route. Changes made within 24 hours may incur an administration fee or a price difference depending on availability and the nature of the change.

05 Cancellations & refunds

All cancellations must be made in writing (by email to bookings@airportshuttleservices.com.au) and are not effective until we acknowledge receipt. The following cancellation fees apply, calculated against the time of your scheduled pickup:

These fees represent a genuine pre-estimate of the operational cost we incur — driver scheduling, vehicle allocation and lost re-booking opportunity — and are not intended as a penalty.

Refunds are processed back to the original payment method within 5 business days of cancellation acknowledgement. Card-surcharge components are not refunded as they are passed through to the payment provider.

06 No-shows

A "no-show" occurs when a passenger fails to meet their driver at the agreed pickup location and time, and has not contacted us to amend or cancel the booking. After waiting at least 15 minutes past the agreed pickup time at airports (or 10 minutes at residential or hotel addresses), and after attempting to contact you on the number provided, our driver may leave. The full booking total will be charged.

If you cannot find your driver at the airport, call us immediately on 0448 588 156 before assuming they are not there. Most "missed driver" incidents are resolved within minutes by phone.

07 Flight tracking & delays

For airport pickups where you provide a valid flight number, we monitor your inbound flight in real time and automatically adjust your driver's pickup time to match the actual landing time at no extra charge.

If your flight is significantly delayed (more than 60 minutes beyond the original schedule), we may need to reassign your booking to a different driver or vehicle to manage operational scheduling. We will keep you informed by SMS or email.

If your flight is cancelled or rerouted, please notify us as soon as you know. Where the cancellation is outside both our control and yours, we will work with you to find a reasonable solution — including rebooking to a later time, a credit for future use, or a refund — depending on circumstances.

08 Pickup & drop-off

Our drivers will meet you at the agreed pickup point. For Brisbane, Gold Coast and Sunshine Coast airports, the default meeting point is the international or domestic arrivals hall meet-and-greet area, with the driver holding a name sign. The exact meeting point is confirmed in your booking confirmation.

For drop-offs, our drivers will deliver you to the address on your booking. We may not be able to access certain locations — including unsealed roads, gated communities without prior arrangement, narrow lanes that cannot accommodate our vehicle, or properties with no safe turning option. In these cases the driver will drop you at the closest safe and accessible point, which will be communicated to you on arrival.

Pickup-time tolerances: drivers normally arrive at the booked pickup time. We allow a 10-minute window either side of the scheduled time to account for traffic and dispatch variations.

09 Luggage

Standard inclusions per passenger: one large checked bag (up to 23 kg / 158 cm linear) plus one piece of carry-on luggage (up to 7 kg). Surfboards, bicycles, golf clubs, oversized musical instruments, ski equipment and similar items must be declared at booking and may incur an additional charge or require a different vehicle.

Excess luggage that is not declared at booking may not fit in the assigned vehicle. Where this happens, we will offer the next available solution (a larger vehicle, a separate luggage transfer, or storage), which may incur an additional fee.

Passengers are responsible for their own personal items at all times. While we take reasonable care of luggage during the transfer, we recommend you do not leave valuables, electronics, passports, medications or fragile items in checked bags. Items left in our vehicles can be claimed within 30 days; we will return them at the owner's cost where possible.

10 Children & under-18s

We comply with all Queensland and Australian child restraint laws. Children under 7 years of age must travel in an appropriate child restraint or booster seat. Please advise us at booking of the ages and weights of any children travelling so we can supply the correct restraint. A small hire fee may apply per restraint.

For passengers under 18 travelling alone (for example, international students, school transfers, unaccompanied minors arriving at the airport):

• The booking must be made and authorised by a parent, guardian, school, university or other responsible institution
• All drivers transferring under-18 passengers hold a current Working with Children Check (Blue Card) in compliance with the Working with Children (Risk Management and Screening) Act 2000 (Qld)
• The driver will not leave the under-18 passenger until they are safely received at their accommodation by a nominated supervisor (parent, homestay host, university residence reception, etc.)
• We may share progress information (including GPS location) with the nominated supervisor for safety purposes

11 Accessibility & medical needs

We welcome passengers with disabilities, mobility needs or specific medical requirements. To ensure we can deliver a safe and comfortable transfer, please advise us of any of the following at the time of booking:

• Wheelchair use (folding manual, motorised, etc.)
• Mobility aids (walkers, crutches, oxygen tanks)
• Service animals
• Medical conditions that may require driver awareness
• Any other accessibility need

Not all our vehicles are wheelchair-accessible. Where wheelchair access is required we will allocate an appropriate vehicle or refer you to a suitable partner provider. We are unable to provide medical care, lifting assistance beyond standard luggage handling, or unaccompanied care for passengers requiring continuous assistance. We recommend such passengers travel with a companion.

12 Passenger conduct & safety

For the safety and comfort of all passengers and our drivers:

• Seatbelts must be worn at all times where fitted, in accordance with the Australian Road Rules
• Smoking, vaping and consumption of alcohol or illicit drugs in our vehicles is not permitted
• Passengers visibly intoxicated or behaving in an aggressive, threatening or unsafe manner may be refused service
• Food and non-alcoholic drinks are permitted with reasonable care; cleaning fees may apply for spillages or soiling
• Damage to vehicles caused by passenger behaviour will be charged at the cost of repair

Our drivers reserve the right to terminate a transfer in progress where passenger behaviour endangers the driver, other passengers, or the vehicle. In these circumstances no refund will be given and the passenger may be liable for additional costs.

13 Changes or cancellations by us

We aim to deliver every booking exactly as confirmed. However, on rare occasions, factors outside our control may require us to change or cancel:

• Vehicle breakdown or accident
• Driver illness or unavailability
• Severe weather, flooding, road closures or unsafe road conditions
• Public emergencies, civil unrest, government directions
• Acts of God, force majeure events

Where we change or cancel a booking, we will notify you as soon as practicable and offer one of: (a) a substitute vehicle of equivalent or better category, (b) rebooking to a different time, (c) a credit for future use, or (d) a full refund. The choice of remedy will be guided by your travel needs and operational availability.

14 Liability & Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

• A cancellation and refund for a major service failure, or compensation for any other reasonably foreseeable loss or damage
• To have the services supplied again if the failure is not a major one and can be remedied
• Services supplied with due care and skill, and reasonably fit for the purpose made known to us

Subject to the non-excludable rights above, and to the maximum extent permitted by law, our total liability for any claim arising out of a booking — whether in contract, negligence, statute or otherwise — is limited to:

• resupplying the transfer service, or
• refunding the amount you paid for the booking,

at our reasonable discretion, except where the ACL requires a different remedy.

To the maximum extent permitted by law, we are not liable for indirect, consequential or special losses — including but not limited to missed flights, missed cruises, missed events, lost wages, accommodation costs, replacement transport costs, or loss of enjoyment — arising from delays caused by traffic, weather, road closures, vehicle breakdown beyond our reasonable control, or any other factor genuinely outside our control. Where a delay is caused by our negligence, the ACL guarantees above continue to apply.

Our vehicles are fully insured for passenger transport including Compulsory Third Party (CTP), public liability and commercial vehicle insurance.

15 Travel insurance

For your own protection, we strongly recommend you hold comprehensive travel insurance covering trip cancellations, missed connections, lost or damaged luggage, medical expenses and personal liability. Travel insurance is not included in our service price and is not arranged by us.

16 Privacy

How we collect, use and protect your personal information is set out in our Privacy Policy. By making a booking, you confirm you have read and accept that policy. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

17 Complaints

If something goes wrong, please tell us — we want to know, and we want to put it right. The fastest way to resolve any issue is to contact our team directly:

We aim to acknowledge every written complaint within 3 business days and provide a substantive response within 14 business days. If you are not satisfied with our response, you may contact:

• Office of Fair Trading Queensland — qld.gov.au/fairtrading or 13 74 68
• Australian Competition and Consumer Commission (ACCC) — accc.gov.au

18 General

Governing law

These Terms are governed by the laws of Queensland, Australia. Any dispute arising under or in connection with these Terms is subject to the exclusive jurisdiction of the courts of Queensland and the Federal Court of Australia.

Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision is severed and the remaining Terms continue to apply.

Variation

We may update these Terms from time to time. The current version is always at this URL and applies to all bookings made after the effective date shown above. Material changes will be notified through our website.

Entire agreement

These Terms, together with our Privacy Policy and your booking confirmation, form the entire agreement between you and us.