What is the cancellation policy?
If cancellation occurs within 48 hours of your service date a 100% cancellation fee will be applied. In the event you need to change shuttle times/dates due to flights please let us know as soon as possible so we can amend your booking.
Do I need to pre-book the SilverStar Airport Shuttle?
Yes, all SilverStar Shuttles need to be pre-booked, both for Airport pick ups and Mountain pick ups. You can book online 24 hours in advance or call the office at 250.863.4213 for short term bookings.
What happens if my flight is delayed?
Don’t panic, flights are delayed all the time! If you have provided your flight details in your booking, we will track the flight status for you and move your reservation to the next available shuttle. The last shuttle of the evening departs the Airport at 11:00pm and we can’t guarantee a driver will be wait past 11:00pm for delayed flights. If you miss the 11:00pm shuttle due to flight delays you may be eligible for a refund for your shuttle or we can re-book for the next morning if you choose to stay at an Airport Hotel. Please contact our Reservations Office at info@kelownaconcierge.ca or 250.863.4213 if this is the case.
What happens if my flight is cancelled?
If your flight is cancelled please contact us (phone: 250.863.4213 or email: info@kelownaconcierge.ca) to let us know. We can also help you rebook your SilverStar Shuttle when you have your new flight details.
Where does the Shuttle pick up at my Hotel?
For most hotels, we pick up at the main lobby entrance. If the shuttle picks up at a different entrance it will be noted on your confirmation email. Please meet your shuttle driver there at your scheduled pick up time, allowing for 5-15 minutes leeway on either end.
Where does the Shuttle pick up in Vernon?
We pickup & drop off at three locations in Vernon: the Prestige Vernon Lodge, Prestige Hotel Vernon and the Village Green Mall (Hudson’s Bay Entrance). Please meet your shuttle driver there at your scheduled pick up time, allowing for 5-15 minutes leeway on either end.
Where does the Shuttle pick up at the Airport?
The Shuttle picks up curbside at the Kelowna International Airport. After you grab your checked bags at the luggage carousels, please meet your driver at the Kelowna Concierge Kiosk inside the Airport next to the Tim Hortons (kiosk is the Red Star below)
What are your reservation office hours?
The reservations office is open 9am to 5pm daily. We try to assist as much as possible outside of office hours as well, please call 250.863.4213 and leave a voicemail if your request is urgent, or email info@kelownaconcierge.ca and we will get back to you as soon as possible.
What if the Shuttle is late?
We do our absolute best to maintain our pick-up and drop off times. Please allow for 5 to 15 minutes leeway for other pick ups. If the Shuttle is running later than this, the dispatch office will let you know in advance or if you would like to contact us to find out the status of the shuttle please call our dispatch line at 250.863.4213.
Do you pick up and drop off at Residential Addresses?
The SilverStar Shuttle drops off at most locations on the Mountain. In Kelowna we only drop off to the Kelowna Airport (YLW).
What if I need a Private Airport Shuttle or Group Shuttle?
We are happy to accommodate private and group bookings. More information can be found on our Ski Shuttles webpage or please contact the office to inquire (phone: 250.863.4213 or email: info@kelownaconcierge.ca)!
Do I have to prepay for my SilverStar Shuttle?
Yes, full prepayment is required by Credit Card for all SilverStar Shuttle bookings.
Do I need to call to re-confirm my SilverStar Shuttle Reservation?
If you have received an e-mail confirmation or confirmation number from us, we have you booked in – no need to reconfirm! You will receive a reminder email about your shuttle booking 48 hours in advance of your first shuttle transfer.
Where can we find the SilverStar Shuttle Schedule?
The full SilverStar Shuttle Schedule is available online by clicking here “SilverStar Schedule”
How much does the SilverStar Shuttle Cost to or from the Airport?
$142.00 / adult for a round-trip
$95.00 / adult for a one-way trip
$71.00 / child (under 6 years old) for a round-trip
$47.50 / child (under 6 years old) for a one-way
Pricing includes GST, but not driver gratuity which is always appreciated!
Can I make a grocery stop?
Unfortunately we cannot accommodate grocery or liquor stops on the public shuttle (available on private only). Making off route stops on the public shuttle will affect our scheduled pick up times, delaying shuttles for other guests.
Can I bring my pet on the SilverStar Shuttle?
Yes, we accept all pets in the same carriers that the Airlines accept.
What if I have a lot of luggage or large items?
Our shuttle vehicles have large luggage storage areas, when booking please let us know what kind of luggage requirements you have. Please let us know if you have a large amount of luggage in the comments section when booking online or contact the office to book (phone: 250.863.4213 or email: info@kelownaconcierge.ca).
Do you provide Car Seats or Booster Seats for children?
Yes, please request a car seat or booster seat when you book in the comments section when booking online, or contact the office directly to book (phone: 250.863.4213 or email: info@kelownaconcierge.ca). Much like a taxi, you are not required to have your child in a car seat / booster while riding in a shuttle vehicle.
Do you provide Infant Seats for Babies?
Unfortunately we do not have rear-facing Infant car seats. You are welcome to bring your own and install it in the shuttle vehicle. Much like a taxi, you are not required to have your child in a car seat / booster while riding in a shuttle vehicle.
