Cancellation Policy / No-Show Fees

All cancellations MUST be made by email or phone call only.  TEXT cancellations are not accepted.

*Cancellations for SEDAN, SUV, LIMO, SPRINTER/VAN service must be made twenty-four (24) hours prior to scheduled pick-up time in the continental United States, and twenty-four (24) hours for international, failure to do so will result in a cancellation fee equal to the full price of the trip fare plus any applicable fees incurred, parking, wait time, etc.

We are not responsible for passenger flights or trains which are missed, cancelled, diverted, delayed or any other incident which results in failure to comply with the cancellation policy. We will do our best to fulfill client needs in these instances, It is the client’s responsibility to retain the cancellation number. If you are not able to contact New Star Airpoter for your cancellation, it will be considered a ‘no-show’ All reservations will be considered a ‘no show’ at one (1) hour past your scheduled pick-up time. If you have not contacted our office or met your chauffeur by that time you will be charged in full for the reservation plus any other additional charges incurred. New Star Airpoter is not responsible for circumstances that are beyond our control including, but not limited to traffic congestion, road closures, road work, accidents, flight delays, or weather delays.  New Star Airpoter reserves the right to terminate any reservation without refund, if our office or dispatcher feels that the client and or party of the client is putting the chauffeur and or the client in danger of injury.  Additionally, if the client and or party of the client are in the possession of any illegal material and or illegal substances, this service will be terminated immediately and charged at the full amount of the reservation. This is without exception.  New Star Airpoter is not responsible for items left in any vehicle, lost or damaged.  If you do forget something in a vehicle please call our office immediately so that we can try to locate it for you. The client is responsible for all damages or cleaning charges incurred by the client or party of the client committed during service. Client holds New Star Airpoter harmless and not liable for any personal or material damages arising from the conduct of his/her party willfully or accidentally.  Client agrees that there will be no smoking in our vehicle(s).  Client agrees that no illegal drugs or alcoholic beverages will be consumed in our vehicle(s) by any passengers.  Client agrees that the passenger capacity of vehicle provided shall not be exceeded.  New Star Airpoter reserves the right to replace vehicles, in case of mechanical problems, with vehicles of the same capacity or greater, but not always in the same color as ordered.  In case of misconduct by your party, the chauffeur has the right to terminate service without any refunds.  

Change Policy

New Star Airpoter requires that all changes be received by phone or email twenty-four (24) hours prior to scheduled pick-up time. If a change cannot be accommodated and results in a cancellation, the client will be charged one hundred (100) percent of the fare including the 20% service fee. Changes cannot be made with our chauffeurs. All changes must be made with a Customer Service Representative or a Dispatcher by calling our office at 503-334-9108 or emailing shuttlepdx24@gmail.com. New Star Airpoter reserves the right to upgrade client to a different vehicle without notice. Please ask for special accommodation at the time of reservation, if specific vehicle type is required.

Wait Time

At New Star Airpoter , all flight arrival times are updated in real time. Our information is only as reliable as the information provided by the airlines and airports. Wait time will start forty (40) minutes past the last posted flight arrival time or at a time otherwise designated by New Star Airpoter dispatcher. Wait time will be billed at the hourly rate of the vehicle that was reserved plus any additional charges.

For all point to point reservations there is a fifteen (15) minute grace period from the scheduled pick-up time. Wait time charges will begin once that fifteen (15) minute grace period has past or at a time designated by New Star Airpoter dispatcher. Wait time will be billed at the hourly rate of the vehicle that was reserved plus additional charges.

Accounting / Billing

New Star Airpoter rides are billed to either a customer’s credit card or a corporate account. All charges are billed to your credit card or bill. For credit cards, payment is pre-authorized twenty-four (24) hours to trip time. New Star Airpoter accepts cash and all other major credit cards (American Express, Discover, MasterCard, & Visa). Rates include the base charge, tolls, airport and regulatory fees, service transportation charge (STC), parking and any other applicable fees.  A voluntary gratuity is suggested to all clients for all reservations, but is not mandatory.  The voluntary gratuity is based on the service provided and is completely optional and at the discretion of the client.

All rates are subject to audit after service completion. This audit includes, but is not limited to, actual tolls, parking fees, additional stops, red-eye fees, additional time, etc. Client is responsible for full payment of any additional charges beyond the original agreement. Hourly trips are billed the number of hours the vehicle is ordered for plus all applicable time thereafter. A credit card is taken at time of reservation for all reservations. Deposits are non-refundable. Deposits may be refundable for credit on future trips at the company's discretion.

Rates are confirmed at time of reservation. All rates are calculated in the local currency and billed in U.S. dollars at the prevailing exchange rate, rates may vary.  In booking a reservation, you authorize New Star Airpoter to bill you accordingly or charge the credit card provided for the services rendered at the rates given at time of reservation and any charges incurred after trip completion.

Additional Charges

For all trips, there is an additional fee for all pickups or stops after the first pickup. Including wait times to and from the airport. There maybe additional fees on pickups from all piers/cruise terminals and airports. Additional fees apply when crossing over from one airport to another. Service transportation charges and fuel charges are subject to change at anytime based on current rates. Parking fees are to be determined at the airport you’re arriving to. These charges are subject to change at any time. Please call our office for more the most updated information. Holiday surcharges may vary.