Wheelz Niagara FAQ
Questions and Answers
To put it simply: We’re a bunch of people who love Niagara. And we want you to love it, too. Our services aren’t just the gateway to your destination—they’re a part of your adventure. Let our knowledgeable staff guide you through Niagara’s rich and diverse wine region or sit back and relax while you ride in comfort through our Airport Transportation service.
WHAT ARE YOUR HOURS OF SERVICE?
Our office is open from 8am til 5PM EST. We dispatch live til 11:00 PM EST. Our vehicles run 24/7 as required.
HOW DOES YOUR AIRPORT SERVICE DIFFER FROM THE SHARED RIDE SERVICES?
Our Airport Transportation service is a casually upscale, door to door, private car shuttle service. We pick you and your party up at the designated pick up address at the agreed upon time and take you directly to the airport/train/bus. There are no other pickups and or drop offs. Subsequently our service time from Niagara Region to Pearson Airport in Toronto is approximately 1 hour and 15 minutes, depending on traffic, not the 3-4 hours common of the mixed ride services. Inversely, when you exit the airport, we are waiting and again you are home in less than 1.5 hours. We really care about our patrons and we know through years of personal business travel experience that travelling is really a hassle and that the last thing anyone wants to do after a hard day of travelling, when they are tired, is to ride around on a bouncy old bus for 3-4 hours with a bunch of strangers while everyone else gets dropped off.
HOW DO YOUR COSTS COMPARE TO THE SHARED RIDE SERVICES?
For a single passenger, our prices are more expensive (as a private vehicle). For 2 or more passengers we are extremely competitive if not less expensive.
HOW DO I GET A QUOTE?
Either go online to our website and complete a request or call our office at 1-289-296-1966 and request pricing. We can provide an itinerary, develop a route and give you a quotation in writing within minutes.
IS THE GRATUITY AND SALES TAX INCLUDED IN THE QUOTED PRICE?
All applicable taxes are included in the quoted price; the gratuity is not included in the quoted price. Gratuity is encouraged for exceptional customer service.
HOW DO YOUR VEHICLES COMPARE?
Our vehicles are Toyota Sienna LTD or XLE Mini Vans. They are extremely comfortable. The shared ride services use small buses, which unfortunately ride like small buses.
ARE YOU LICENSED AND INSURED?
We are licensed by the Niagara Regional Police Service Board to operate. They provide all of the safety compliance checks on our vehicles and the licensing and background checks on our drivers. We are fully insured as a commercial passenger vehicle to the standards and limits established by the Niagara Regional Police Service Board. All of our drivers are Drive Wise Graduates.
WHAT IS YOUR LUGGAGE POLICY?
Our luggage policy closely follows that of airlines. For each passenger, two checked bags (e.g. suitcase, duffel bag) and two carryon items (e.g. diaper bag, laptop case, backpack, or purse) ride free!
Extra fees may apply if you have excess luggage, if your checked bag exceeds 50 pounds, if the total dimensions for your checked bag exceeds 80 inches when adding length, width, and height, or if you’ll be carrying golf clubs, pet crate, skis or other large items. Contact us for needs outside of those listed.
Our vehicles comfortably handle 4 adults with luggage.
ARE RESERVATIONS REQUIRED?
In order to insure we are where you want us to be when you want us, Reservations are always required. The better and more we communicate the better the ultimate outcome will be.
HOW FAR IN ADVANCE DO I NEED TO BOOK?
We require a minimum of 4 hours advance booking in order to provide service. If you do not have 4 hours, call us and we will do our best to make vehicles available.
HOW DO I CANCEL?
We understand your travel plans may change, so we offer a simple cancellation policy. Regardless of whether you made your reservation online or by phone, give us (48) forty eight hours notice prior to your pickup time, and we will give you a full refund.
WE ARE TRAVELLING WITH CHILDREN; DO YOU PROVIDE CHILD RESTRAINT CAR SEATS?
We support the strongest safety standard by recommending that small children five years and under be secured in a child restraint seat for transportation. If federal, state, or local law requires your child be secured in a child safety seat, please bring one as it is the parent’s or caregiver’s responsibility. We do not provide child restraint seats and likely will not be able to provide service without one.
DO YOU ALLOW PETS IN YOUR VEHICLES?
Our policy regarding the transport of animals is designed to ensure adequate space for the kennel(s), your baggage, and the baggage of other passengers in our vans. All animals – excluding service animals – must be kenneled in a lap carrier to be permitted, pets must be less than 25 pounds to board the vehicle.
The restrictions above do not affect service animals.
I LEFT SOMETHING IN YOUR VEHICLE, WHAT DO I DO?
If you lose or leave behind an item while using our service, we recommend calling Customer Care immediately at 289-296-1966. We provide lost and found support Monday through Friday between 9 AM and 5 PM excluding major holidays.
Please note that you will only be contacted by the customer care team if the item in question is found. We are not responsible for lost or damaged belongings.