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FAQ

Here are some questions we get asked often. If you still have more questions, feel free to reach out.

  • What is your cancellation policy?
    Any changes to future bookings MUST be done by contacting us at info@awaywegoco.com or 407-743-5252. Please be advised that you must cancel your reservation MORE THAN 5 days prior to your first scheduled pick-up date. Should you fail to cancel your reservation MORE THAN 5 days prior to your first scheduled pick-up time or fail to show up at your pre-scheduled pickup time, you will forfeit the full fare of all scheduled rides. Should your flight be cancelled or your plans are canceled 5 or less days prior to your first scheduled ride, we are happy to offer a credit for future rides. Rides must be booked and completed within 12 months of the date of the last scheduled ride on the invoice. Credits will automatically expire 12 months after the date of the last scheduled ride on the invoice. However, if you cancel your ride in less than 24 hours of scheduled pickup time there will be no credit or refund offered. If last minute change of pickup times are requested (within 24 hours) we will do our best to accommodate the change. If, however, we are completely booked and only able to accommodate your previously confirmed pickup time, no credit or refund will be offered. If you do not see our driver at the airport, you MUST call/text us immediately so we can locate the driver for you. DO NOT depart the airport if you are unable to find the driver. You will be charged full 1-way fare if you fail to notify us via our phone number or text line. You must contact the office immediately if you are unable to locate our driver.
  • What type of carseats do you provide?
    We have a variety of carseats including rear and forward facing carseats and boosters. Our vans have mainly Graco TriRide car seats and Graco boosters. Please note that while our drivers often have car seats already installed for you, it is the family’s responsibility to adjust their car seat installation to their liking as each child’s size is different.
  • Do you allow grocery runs?
    We do allow grocery runs but they are an additional charge and must be scheduled in advance. Once those are scheduled and paid for guests are instructed to preorder their groceries for curbside pickup at the Publix at Lake Cay Commons located at 9930 Universal Blvd in Orlando.
  • How/When will I know my rides are confirmed?
    You will receive a confirmation indicating that we have scheduled and confirmed your rides. However, your rides are not fully confirmed until payment is made. We request that payments be made within 3 days of receipt and will contact you if payment has not been made after that. After multiple attempts to receive payment we will cancel your rides for non-payment. Additionally, 1 - 3 days before your first scheduled ride you will receive a welcome text confirming all travel details.
  • Where do you pick up/drop off?
    FOR AIRPORT PICKUPS - All guests will be picked up on the Ground Transportation level. A text will be sent from your driver regarding his or her exact location. FOR RESORT PICKUPS - All guests will be picked up outside in front of the resort lobby. If you are at a resort that allows pick ups at the guest building, we can pick up there if provided with that information ahead of time.
  • Do you drop off at the park's main gates?
    For Disney’s Animal Kingdom, Disney’s Hollywood Studios and Epcot, we drop off at the main gate near the ride share stands. For Disney’s Magic Kingdom, we pickup and drop off at the Transportation and Ticket Center (TTC). Only Disney operated vehicles are allowed to pickup and drop off in the bus loop for Magic Kingdom.
  • Are your transfers private or shared?
    All of our transfers are private.
  • How much luggage can you accomodate?
    In our 11 passenger vans we can accommodate no more than 18 carry on bags. In our 9 passenger van we can accommodate no more than 12. If you have any questions, please text us and we can provide you a visual representation of this to make sure all can be accommodated.
  • IS MY RIDE TIME FLEXIBLE?
    You are welcome to call/text us to check availability for a potential ride change. However, your ride is scheduled amongst a dozen or more other rides and any changes to one scheduled ride has a direct impact on the other scheduled rides. If your times or dates change we need to know as soon as possible. At times we can accommodate & at times, we can not. On the date of your ride, you must be ready to depart at the prescheduled time. We will allow you a 5-minute grace period (non-airport locations) and if you are not there at time your driver will head to his next run and your fare will be forfeited.
  • What happens if my flight(s) changes?
    If your flights change or are delayed, please notify us immediately via text. We will do whatever we can to try to re-accommodate you but that will not always be possible depending on the other rides already committed to that day at or around that time. If your departing flight was changed to a later time and we cannot accommodate you we will request that you keep your original time as we are still able to get you the airport at the time we originally committed to.
  • What are your terms and conditions?
    It is your responsibility to notify Away We Go, LLC of any discrepancies by calling 407-743-5252. You will be required to pay your reservation in full at time of confirmation. Any changes to future bookings MUST be done by contacting us at info@awaywegoco.com. Please be advised that you must cancel your reservation at least 72 hours prior to your scheduled pick-up date. Should you fail to cancel your reservation at least 72 hours prior to your pick-up time or fail to show up at your pre-scheduled pickup time, you will forfeit the fare. If you do not see our driver at the airport, you MUST call/text us immediately so we can locate the driver for you. DO NOT depart the airport if you are unable to find the driver. You will be charged full 1-way fare if you fail to notify us via our toll-free number. You must contact the office immediately if you are unable to locate our driver. We reserve the right to charge you wait time and additional airport parking if your bags do not make it on the flight and you must fill out paperwork at the baggage claim. We WILL NOT charge you wait time if your flight is delayed for any reason. Please call/text us immediately if your flight is cancelled or changed, to make sure we can still accommodate you. On the date of your ride, you must be ready to depart at the prescheduled time. We will allow you 5-minute grace period (non-airport locations). For airport, please deplane and make your way to baggage claim. We allow time for restroom breaks & stroller pick-ups. Communication is key. Should your flight be delayed, we will try in good faith to get a vehicle dispatched to your location as quickly as possible. Due to flight delays or vehicle breakdowns, there is a slight chance that you might be transported in a vehicle other than the one you reserved. It is the customer's responsibility to install/re-install and inspect any child seats that are used from Away We Go, LLC. Away We Go, LLC drivers will NOT install any child seats due to liability issues. Consumption of food items now allowed inside the vehicle. Any cancellation refunds may take up to 14 days to be credited back to the card originally used. Not responsible for articles left in the vehicle's passenger compartment and if found will be delivered (schedule permitting) for a charge or shipped at customer’s expense. Not responsible for luggage transporter, dropped off, or picked up by Away We Go, LLC. In the event fuel prices reach $4 per gallon or higher come the day of service a fuel surcharge of 3% or higher, depending on increase, of the total will be charged to the account on file. We have a minimum of $300.00 fee for any vomit inside of our vehicles. We have to remove the vehicle from service and we have to get it professionally cleaned in order to ensure safety for our clients. WAIVER of LIABILITY. - The novel coronavirus, COVID-19, has been declared a worldwide pandemic by the World Health Organization. COVID-19 is reported to be contagious. The state of medical knowledge is evolving, but the virus is believed to spread from person-to-person contact and possibly by contact with contaminated surfaces and objects or in the air. People reportedly can be infected and show no symptoms and therefore spread the disease. The exact methods of spread and contraction are unknown, and there is no known treatment, cure, or vaccine for COVID-19. Evidence has shown that COVID-19 can cause serious and potentially life-threatening illness and even death. Away We Go, LLC cannot prevent you [or your child(ren) or travel partners] from becoming exposed to, contracting, or spreading COVID-19 while utilizing Away We Go, LLC’s services or premises. It is not possible to prevent against the presence of the disease. Therefore, if you choose to utilize Away We Go, LLC’s services you may be exposing yourself to and/or increasing your risk of contracting or spreading COVID-19. ASSUMPTION OF RISK. -- I have read and understood the above warning concerning COVID-19. I hereby choose to accept the risk of contracting COVID-19 for myself and/or my children in order to utilize Away We Go, LLC’s services. These services are of such value to me [and/or to my children,] that I accept the risk of being exposed to, contracting, and/or spreading COVID-19 in order to utilize Away We Go, LLC’s services. WAIVER OF LAWSUIT/LIABILITY. -- I hereby forever release and waive my right to bring suit against Away We Go, LLC and its owners, officers, directors, managers, officials, trustees, agents, employees, independent contractors or other representatives. I understand that this waiver means I give up my right to bring any claims including for personal injuries, death, disease or property losses, or any other loss, including but not limited to claims of negligence and give up any claim I may have to seek damages, whether known or unknown, foreseen or unforeseen. This includes any connection with exposure, infection, and/or spread of COVID-19 related to utilizing Away We Go, LLC’s services. By accessing and adding/confirming your credit card information you are hereby authorizing Away We Go LLC to charge your card for services rendered.
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