login faq

1. how do I sign up and is it necessary?

To sign up and benefit from our carpooling services, you have 2 options:

- Sign up in just 10 seconds with your email address

- Sign up in just 2 seconds with Facebook or Google+

If you choose to sign up with your email address, simply follow the indicated steps: fill in your e-mail, username, choose a password and…that’s it! Your e-mail address won't be disclosed publicly as all communication is held through our messaging system.

If you choose to sign up with your Facebook or Google+ account, your information will be synchronized in 1 click!

After signing up, we ask you to complete your profile in order to provide the necessary contact information. It is particularly important to verify your phone number and add a profile photo.

Shuttle Planet will never communicate your personal data to any third party and will not publish your name nor any confidential data on the site.

In both cases, to confirm your membership, you need to accept our Terms and Conditions.

Sign up to Shuttle Planet!

2. I forgot my password, what can I do?

You can create a new one by clicking on "I’ve forgotten my password" on the login page.

1) A new page is displayed. Enter your email address (the one you signed up with).

2) Click on “Submit”.

3) You will receive an email containing a link enabling you to create a new password. Click on this link.

4) (If you don’t see the email in your mailbox, check your SPAM folder, you never know!)

5) Choose a new password, then confirm it.

You will then receive a confirmation email with your new credentials.

3. how can I change my password?

You can change your password under the "User Info" tab on your profile.

4. why can't I login?

To log in, all you need is your email address and password.

If you have forgotten your password, you can click on: “forgot password” then, enter your email address and you will receive an email with a link in order to change your password. If you are no longer sure of the email address you registered or no longer have access to it, please contact our Member Relations team.

bookings & fees faq

1. how do I find a ride?

To find a ride, all you need to do is go to the home page and use our search engine to enter your city of departure, your city of arrival and the date of your departure. To avoid any misspellings, it is recommended that you select the town or city from the list of suggested results. If you do not specify the date of your ride, then you will find all of the rides that are offered on this route.

2. my booking request has been confirmed: what happens next?

Has your booking request been confirmed? Congratulations!

Upon confirmation of your booking, you will receive a summary of your ride and the driver's contact details so that you can finalise the details of the ride with them.

You can also see all the details of your booking from your dashboards' "Booked Rides" tab.

You can also send the driver/company a private message from this page.

You can go to the Bookings page if you need to cancel your booking before departure due to any unforeseen circumstances (Not available on shared rides).

3. can I book a seat for someone else?

Yes you may, but it is prefferable to book for yourself or your group, purely for communication reasons.

4. Is there a reduced rate for children?

A child occupies an entire seat, regardless of whether they need a child car seat or use a seat belt like any other passenger.

Therefore, there is no reduced rate for children and does not require any justification from the driver/ company.

 

We would also like to remind you that the use of the site is not permitted to minors (under the age of 18), unless the booking is made by parents or legal guardians, who have given their consent beforehand (written, ideally).

5. are there any booking fees

There are no booking fees for you as a customer.

payments faq

1. what is your cancellation and no-show policy?

By our Terms & Conditions we offer no cancellation for shared transportation unless otherwise arranged by yourself with the transportation provider.

Private rides and Rent-a-car bookings can be cancelled up to 3 days before departure/pickup.

Please refer to our Terms and Conditions.

2. how do I get a refund?

You get a refund for private, VIP, and Rent-a-car bookings if you cancel up to 3 days before departure

Be aware that it can take 6-10 weekdays (not counting weekends and holidays) depending on what payment method you use on your PayPal account.

Please keep in mind that shared rides cannot be refunded.

3. when will I be charged?

You are charged immediately at the time of payment.

Our online payment service is exceptionally secure!

The data transmitted to our bank is fully encrypted with TLS encryption, used and recognized by all, and this information is not stored on our servers. Therefore, at no time, do we have access to your credit/debit card or bank account details, and in the unlikely event of a hacking of our site, this information could not be recovered.

There are a couple icons to help remind you that you are on the payment page, and that there is no risk to make a payment on our site:

· A small padlock in the browser frame

· A secure URL prefix (https://)

If you are still skeptical, know that you can ask your bank for an internet payment solution, with a "virtual" (E-CB) card system.

We use Stripe as our payment processor. learn more about Stripe here.

trust & safety faq

1. can a minor use the site?

To create a profile on Shuttle Planet and have access to our services, you must be over 18 years old.

However, we understand there are particular circumstances in which a minor would use our services without being accompanied by an adult or legal guardian.

If this is the case, the parents (or legal guardians) of the minor can make a booking directly from their profile. However, it is important to inform the company providing the service.

It is also necessary that the parents (legal guardians) or the service provider have the appropriate safety equipment (a child seat or a booster) depending on the child’s age and size, in accordance with the law.

To avoid any misunderstandings, please note that both parents (legal guardians) of the minor must be informed and give their approval for this ride.

2. what are the safety rules?

As a passenger, basic safety rules apply. For example: do not get in a vehicle that appears badly kept, has no seatbelts or if the driver appears to be intoxicated. We advise you to always consult the reviews left to a company in order to ensure that they are trustworthy.

3. what is expected of me when I rideshare?

A carpool is not your own personal taxi, so do not arrive late, cancel at the last minute or make any outrageous demands (e.g. a 45 minute detour). Do not try to negotiate the price that has already been agreed. Also try your best to leave the vehicle clean and tidy.

4. am I insured as a passenger?

As Shuttle Planet offers only licensed transport providers, you are covered by the mandatory insurance and licenses required by law in each country.

dashboard & profile faq

1. how do I schedule a ride?

If you can not find the desired ride, you can schedule one on your own by registering, logging in and clicking on "Schedules" in the menu on the left side of your profile.

2. what is my dashboard?

Your Dashboard is accessible from the drop-down menu by clicking on your first name or your portrait (the link appears in the top right hand corner of your screen). It is the page from which you can find all of the different features and details available to you:

- My Profile

- Booked Rides

- Scheduled Rides

- Offers Received

- Messages

- Reviews

From your Dashboard, you can update all of your information at any time:

Your Profile:

· Your personal information (which you chose when you signed up).

· Your profile photo

· Your preferences

· Your verifications (telephone and email)

· Your postal address

Your account:

· Your bookings

· Your password

In a nutshell, your Dashboard allows you to manage all your actions on Shuttle Planet. It is simple, fast and effective!

3. why should I add a profile photo and how do I upload it?

The profile photo is completely optional.

You can upload it under the "My Profile" tab.

Please bear in mind that unapropriate profile photos will be removed.

4. how do I close my account?

To close your account, please contact us.

If you would like to close your account because you weren’t able to solve a problem, please allow us to suggest some tips that may be of use:

• To change your phone number or your email address, you can edit your profile.

• To resolve a technical issue, please contact us.

5. how to leave a review?

Leaving a review is important!

It is thanks to the review system that trust is established. Writing a review after a ride provides a detailed account of your exchange for other members to reference when making their decision of whom to travel with.

You can find the "Write a Review" button under the "Booked Rides" tab, after the ride is completed. Write your review carefully as you won't be able to edit or delete it after posting.

We would like to remind you that all ratings, and replies to ratings, are reviewed by our team before publication. The publication may not be approved for the following reasons:

- the rating contains personal contact information (email address, telephone number, full name, etc.)

- its content is insulting, defamatory or discriminating

- its content does not correspond to the grade given

- its content is not justified

6. what do I do if I don’t receive a reply?

If you don't get a reply, you can try to contact the company through the contact information provided on their profile.

If you still can't reach them and you have a booking with the specific company, you can notify our customer support.

7. how do I send messages?

You can message the companies at any time, before or after booking from the ride offer (as long as you’re logged in). If you’ve already started a conversation, you’ll also find it in Messages.

8. what are the rules for sending messages?

Messages are for understanding the details of the ride in advance, and we moderate them to keep Shuttle Planet friendly and safe.

We will not allow inappropriate messages to be sent. So be sure NOT to include:

Telephone numbers, email addresses or full names.

Attempts to avoid booking online.

explore shuttle planet faq

1. what is carpooling?

Carpooling, as the name implies, is when several people travel in a vehicle together and share the cost of the ride. ... In much the same way, Shuttle Planet connects people who need to travel with vehicles with empty seats, so that they can share a long distance trip together, and all save money!

2. what's in it for me?

For passengers, carpooling is an affordable and convenient travel option. For example, on a ride from London to Manchester, the price per passenger can vary between £8 to £23 depending on the mode and number of people travelling.

For transportation companies, carpooling itself helps offset the high cost of operating a vehicle. We also provide the advertising and payment processing for our customers on a global scale.

Of course, aside from the purely economic aspect, sharing a vehicle is also environmentally friendly. Instead of using a vehicle as an individual mode of transport, sharing it with others allows you to take advantage of any excess capacity efficiently and reduce the environmental impact of your journey.

3. what is shuttle planet?

You can check out what we're all about here.

4. who is able to offer rides on shuttle planet?

On Shuttle Planet only registered and licensed legal entities (Registered companies) can offer rides.

The passengers can search for rides and also schedule shared or private transfers. In any case, we have made it possible for a passenger to contact the driver/company directly through the messenger service offered by Shuttle Planet.

5. can I commute on shuttle planet?

Most of the journeys on Shuttle Planet are long distance (over 100 miles). This is because these journeys are both expensive and often planned in advance. Therefore it’s both easy and worthwhile to share these journeys.

If you have a regular long distance commute, for example, you travel from London to Manchester every weekend, then Shuttle Planet is very useful.

Yet, for shorter regular trips, it will be easier in the long term to share your ride with other people who also travel this distance regularly, organising your carpool directly and not through Shuttle Planet.

other faq

1. can I use the site to send a parcel or an animal?

It is not possible to send animals or parcels on the shared rides you can find in the front page search. However, you are able to schedule a ride for a parcel or an animal, and the offers given on the ride request will be made by companies offering such services. Please do keep in mind that all the arrangements must be made between yourselves and the company offering the service.

It is possible to travel with your pets on shared or scheduled rides if the provider offers it as an option.

Shuttle Planet Ltd is not liable for any damages or lost parcels/animals.

2. how do I access shuttle planet from my mobile phone?

Of course you can access Shuttle Planet from your mobile phone. This was one of our top priorities, as it allows everyone to find or schedule a ride when they are away from home or without access to a computer.

You can access our mobile site from your smartphone as we have optimized the display to properly fit the size of your screen.

3. why don't I receive notifications?

There are 2 possible reasons why you no longer receive our email notifications:

1- Check that you didn’t make a mistake in your email address when you registered

2- Check that our messages are not sent to your “Junk” or “Spam” folder. If this is the case, open one of our messages then click on “This message is safe!” or “Not junk”.

4. Travelling with pets

When you travel with pets first make sure you book a ride which allows pets. If the ride provider did not mark his posted ride that pets are allowed, contact them before you make a booking, especially in case of shared rides.

If you are requesting a ride, be sure to mark pets under Additional Requests - Extras and check the offer you receive and would like to book, that the provider agrees to take your pet as well.

All pets must travel in travel cages, provided by their owners unless otherwise agreed with the ride provider.

Also contact your chosen ride provider regarding the type, size and number of pets allowed before you make your booking.       

5. Luggage

It is advisable to contact your chosen ride provider and let him know the amount of luggage you are bringing with you, to make sure there will be enough space on your journey.

We especially recommend you to contact the ride provider before making a booking if you are travelling with more than the usual number of suitcases.