FAQ's

What vehicles are available, and how many passengers fit?

Sedans accommodate 1–2 passengers, SUVs 1–6 passengers, and passenger vans 1–14 passengers. Luggage, skis, snowboards and other equipment must fit the booked vehicle. Share your passenger count and equipment details before booking so cargo capacity can be confirmed. Sedans are not available for winter mountain trips.

Are rates per person or per vehicle?

Rates are per vehicle for private transportation reserved for your party. Published transfer rates are one way. Round trips are two one-way rates. See our current rates page for route prices. Your total is confirmed when you book.

Is gratuity included? Are there toll, parking or airport fees?

Published rates include 10% driver gratuity. No additional toll, parking or airport fees are added. After-hours, holiday and requested-stop charges are described below and on our rates page.

What after-hours and holiday surcharges apply?

After-hours pickups between 11:00 pm and 4:30 am have a 10% surcharge. The peak holiday period from December 14 to January 9 has a 10% surcharge. Holidays, including Thanksgiving, Easter and spring break, have a 10% surcharge. Applicable charges and the final total are confirmed when booking.

Can we request a grocery stop or another additional stop?

Arrange stops before your trip. Each additional stop costs $35 and includes up to 15 minutes. Additional stop time is $60 per hour, billed in 15-minute increments of $15. Stops depend on the itinerary and safe, legal vehicle access.

Are child seats and boosters available?

Child seats and boosters are free when requested. Provide each child’s age and your seat requirements when booking so the appropriate seats and vehicle configuration can be confirmed. Do not assume an infant seat or a specific seat configuration is available without confirmation.

What amenities are included?

Our published rates include bottled water, snacks and WiFi. SUVs have roof boxes for additional luggage and winter equipment. Confirm your luggage and equipment requirements before booking.

Can I bring luggage, skis, snowboards or golf clubs?

Yes, provided everything fits the confirmed vehicle and cargo space. There is no extra luggage charge for items that fit. Share bag counts and oversized-equipment details before booking; passenger capacity alone does not guarantee room for every bag.

How do I reserve a vehicle?

Book through our online booking page or call 303-763-0043. Provide pickup and destination addresses, date and time, passenger count, luggage, child-seat requirements, planned stops and flight details. Booking ahead is recommended. Call for same-day or urgent requests. Availability, vehicle, price and pickup arrangements must be confirmed; an inquiry alone does not reserve a vehicle.

Do you track flights?

We track your flight using the details you provide and adjust pickup timing when possible. Contact us promptly about cancellations, diversions or other itinerary changes so we can confirm revised arrangements.

How much complimentary airport waiting time is included?

Domestic airport arrivals include 45 complimentary minutes of waiting time; international airport arrivals include 60 complimentary minutes. Provide accurate flight details and remain in contact with dispatch about delays and pickup arrangements.

What is the charge after complimentary waiting time?

Additional waiting is $60 per hour for every vehicle, billed in 15-minute increments of $15 after the applicable complimentary allowance. This is separate from the $35 additional-stop charge. Using the complimentary allowance starts additional waiting charges; it does not by itself make a passenger a no-show.

Is there complimentary waiting time for hotel and residence pickups?

Hotel and private-residence pickups include 15 complimentary minutes. Additional waiting is $60 per hour, billed in 15-minute increments of $15.

Where do I meet the driver at the airport?

Follow the pickup instructions provided for your confirmed reservation. After collecting your luggage, contact your driver or dispatch before proceeding to the pickup area. Call 303-763-0043 if you cannot locate your pickup. Chauffeurs cannot leave vehicles unattended; luggage assistance is available at the vehicle.

What happens if I do not show up?

No-shows are nonrefundable. If you cannot find the driver or your travel plans change, contact dispatch promptly. A flight delay or the end of complimentary waiting time does not by itself establish a no-show. Do not leave the pickup location without contacting us.

Can children travel alone?

An adult must accompany passengers under 18. The chauffeur may request identification.

Is smoking permitted?

Smoking is not permitted in our vehicles.

What if I leave an item in the vehicle?

Town to Mountain Express is not responsible for personal items left behind, lost, stolen or damaged. We will make reasonable efforts to locate and return reported items, but recovery is not guaranteed. Call 303-763-0043 with your name, trip date, contact details and a description of the item. Any delivery arrangements and delivery fee will be confirmed with you.

What happens during unsafe weather or a road closure?

Travel depends on open roads and safe operating conditions. Dispatch will coordinate changes when possible. If Town to Mountain Express cancels a ride, the unprovided ride is refunded; you may choose an available rescheduling option instead. Customer cancellations follow the cancellation policy below.

Cancellation and Refund Policy

Cancel at least 48 hours before your scheduled pickup for a full refund. Cancellations received less than 48 hours before pickup, and no-shows, are nonrefundable.

Cancellation deadlines use Colorado local time. For round-trip reservations, this policy applies separately to each ride.

To cancel, call 303-763-0043 or email tmexpressinfo@yahoo.com. Keep your cancellation confirmation for your records.

Flight disruptions: Contact us promptly if your flight is delayed or canceled so we can review pickup arrangements. A flight disruption does not automatically cancel your reservation or waive the cancellation policy.

Company cancellations: If Town to Mountain Express cancels your ride, including because unsafe conditions or road closures prevent service, you will receive a full refund for the unprovided ride. You may choose an available rescheduling option instead.