COVID SAFE Travel Information Policy 2020 - updated May 2022

Our private transfer service for 1-13 pax is great for anyone wanting maximum social distancing. 

Useful tips for interstate arrivals:

1. Masks are mandatory inside the Cairns Domestic Terminal and on all our vehicles.
2. The requirement for domestic travellers to complete a Queensland  Entry Pass was removed on 15 January 2022. However, we encourage passengers to be aware of their circumstances before travel.  As we have all seen border rules can change quickly. ​

The following measures 1-10 are our COVID safe plan applicable to all our services:

Please check this page as changes and/ or useful information resources will be posted here. 

1. Masks are mandatory on shuttles and airport transport in Queensland.
2. All shuttles are stocked with hand sanitiser, and passengers are asked to please use sanitiser when entering the bus. 
3. Bookings made are 100% transferable if you contact our office more than 48 hours before travel. Alternatively our standard cancellation fees apply.
4. Shuttles are cleaned and sanitised regularly.
5. Travellers are encouraged to continue the same precautions they felt comfortable with when flying into Cairns. 
6. Contact tracing. As a natural consequence of any booking we maintain a manifest of people's names, contact email and phone number. If these are requested by  Queensland Government Health agencies only as part of COVID related contact tracing we will provide details for that purpose only. Our terms and conditions have been updated to reflect that the measures outlined on this page form part of our T&Cs.

As with any travel now there is a responsibility on passengers to not travel when unwell, or if becoming unwell during travel, to adapt their plans or consider how they may minimise contact with other passengers or travellers while they feel unwell. 

Cancellations Summary: COVID-19, Hotspot Declarations, Close Contacts and Confirmed Cases
How to apply? Please review below then email paul@cairnsportdouglas.net.au with the following:

1. Your CAS reference.
2. Your request for 100% credit OR
3. Your request for refund less cancel fees (see below) - the choice is yours
4. If refund, please include your Australian BSB, account number and account name*
5. Please allow 3-5 business days for receipt of refund. 
   * This is because we do not store credit card details after processing payments. We process credit cards via 2 step authentication from an online vault, and then delete details to protect your information. Please only supply Australian bank details as we cannot refund to an overseas bank account, and instead will advise separate process for international refunds.

We are moving from a time of border closures and hot spot declarations affecting travel to people becoming close contacts and/or contracting COVID and being unable to travel. All these COVID issues impact our passengers who are unable to travel on their holidays, and also our business. The impacts for our business are our commitment to deliver employment to our 10+ drivers; also 10+ vehicles which are registered and insured and on the road; bank fees charged by banks when we process each individual booking but fees which are not refunded by banks when we refund; airport access fees paid per shuttle not per person, 12+ baby seats purchased then discarded after 6 months because of minimum requirements for commercial vehicles and child seats. These are all fixed, underlying costs of our business, additional to fuel and hourly wages, which cost our business as a result of the spread of COVID. Our seven years + cancel fee system helps our business redeliver or refund your journey, and helps us mitigate fixed costs associated with every booking made then lost due to factors beyond everyone's control. 

We thank all our passengers for your support at this time so that we may continue to connect travellers between Cairns and Port Douglas.

Cancellation of seat in shared bus booking options available:
Fees and refund delivery are from our long standing cancel fees at clause F Cancellation fees:
https://www.cairnsairportshuttle.net/tcs.html

1. Cancellation more than 24 hours before travel: Refund less $18 per adult cancel fee for return transfers ($9 one way) and $9 per child cancel fee for return transfers ($4.50 one way).
2. Cancellation less than 24 hours before travel: usually no refund (however for bookings needing to cancel less than 24 hours before arrival due to border closure or hotspot declarations or people in your travelling group becoming a close contact or contracting COVID we will apply the standard cancel fees at point 1).
3. 100% rollover for 12 months if you need to postpone. You should try to contact us more than 48 hours before travel, and we will happily allocate your booking a credit on our system. You will keep the same booking reference.
4. If cancelling a credit once issued, the same cancel fees will apply.

Private transfer and limousine cancellations

1. $30 cancel fee for one way private transfer or limousine cancellation over 24 hours, or
2. $50 cancel fee for return private transfer or limousine cancellation over 24 hours, or
3. $100 under 24 hours cancellation (however for bookings needing to cancel less than 24 hours before arrival due to border closure or hotspot declarations or people in your travelling group becoming a close contact or contracting COVID we will apply the standard cancel fees at point 1 and 2 above).
4. 100% rollover for 12 months if you need to postpone. You should try to contact us more than 48 hours before travel, and we will happily allocate your booking a credit on our system. You will keep the same booking reference.
5. If cancelling a credit once issued, the same cancel fees will apply.

Need to rebook using your 100% credit? See here.

Our phone is 0481 755 740, and our office hours are 9am to 5pm daily. 
​
​Paul, Visnja, and the team around CairnsAirportShuttle.net affiliates

• For COVID-19 updates between 18 March and 1 June 2020 see our page here