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Frequently Asked Questions

  1. What are your hours of operation?

    Customer Service and Telephone Reservations: 7:00 a.m. – 9:00 p.m. Daily
    Salisbury Office: 7:00 a.m. – 9:00 p.m. Daily
    Frederick Office: 8:30 a.m. – 5:30 p.m. Mon-Fri
    Website reservations: 24/7/365

  2. Do I need a reservation?

    Western Maryland Routes
    While reservations are preferred, they are not required. You may take the shuttle and pay cash on the day of the trip, if space is available.

    Eastern Shore Routes
    Yes. All seating is by reservation. However, you may change your reservation free of charge, and we will be happy to accommodate you on another departure if seats are available.

  3. Where does the BayRunner Shuttle Depart from in ....?

    Please visit our Pick-up & Drop-off Location page for a detailed explanation and map of our departure areas in each city. If you are still having trouble call us at 410-912-6000.

  4. Where does the shuttle pick up at BWI?

    All shuttles depart from:
    Upper Level/Departures Level
    Outside doors 10-12
    Outer Curb

    Navigating BWI can be tricky. If we have your cell phone number, we will attempt to make contact with you before we depart.

    Map of BWI Thurgood Marshall Airport

  5. What methods of payment do you accept?

    We accept Master Card, Visa, American Express & Discover.

    All reservations must be paid for in advance of riding. Cash is accepted on a space available basis determined by the driver at the time of departure. We highly reccomend all passengers make advance reservations to guarantee availability.

  6. Is there a fee for canceling or changing a reservation?

    Here at BayRunner we understand that sometimes your plans may change, if you need to cancel we require 24 hours notice. When you cancel 24 hours in advance of your scheduled trip you will receive a credit to use within 18 months, or a refund to your credit card for the fare amount minus a $10 processing fee. Any cancellations within 24 hours of travel are non-refundable.

  7. What if my flight is delayed or late arriving?

    If you are late, we will wait up to 15 minutes at BWI Airport only if we have made cell phone contact with you, so please include your cell phone number when you call or make your online reservation. Our pickup hotline phone number is 410-334-6440. Call this number to get connected to a dispatcher.

    In courtesy to our other riders who are waiting to depart, we will only wait 15 minutes regardless of the circumstances.

    For all other locations, our vans will depart on schedule, whether we have heard from you or not. Please plan to be at the departure point at least 10 minutes in advance of scheduled departure time.

  8. What do I do if I miss my shuttle?

    For passengers booked directly with BayRunner Shuttle (website or phone):
    If a passenger misses their shuttle due to a flight or train delay, they can move to the next available shuttle on the same day free of charge.
    There will be NO REFUNDS or future credits for anyone who does not wish to wait for the next available shuttle.
    If a passenger misses the last shuttle of the night due to a flight or train delay, they may move their reservation to any shuttle on the following day.
    BayRunner dispatcher MUST be able to confirm that the flight or train the passenger was scheduled on was in fact delayed or canceled, no changes or credits will be issued to cancellations that cannot be verified.
    No refunds will be issued for missed shuttles due to connection delays or cancelations.
    For passengers traveling with an Amtrak or Greyhound bus ticket:
    Please call our office at 410-912-6000.

  9. Does BayRunner allow pets to travel on board the shuttle?

     

    1. Reservation Requirements:
    • Pets are welcome on our shuttles with advance reservations.
    • All pets must remain properly secured within their carriers throughout the journey.
    1. Dogs:
    • Dogs weighing 20 pounds or less will incur an additional $25 fee per way and may ride in the lap of their owner or on an empty seat, subject to the driver’s sole discretion.
    • Dogs exceeding 20 pounds will be charged as additional passengers and must travel in a crate located in the luggage area of the van or the passenger area of the van subject to the driver’s sole discretion.
    1. Cats:
    • Cats will be accepted only in carriers, with a charge of $25 per cat, per way.
    • A maximum of two cats are permitted to travel at once.
    1. Standby Basis:
    • Please be aware that all pet reservations are accommodated on a standby basis. In instances where a van with a luggage trailer is assigned, but a large dog is traveling, the owner and dog may need to wait for the next available shuttle. Refunds will not be issued in such cases.
    1. Allergies:
    • In consideration of passengers with allergies, if someone on board is allergic to a pet, the pet owner will be required to wait for the next available shuttle. No refunds will be provided in this circumstance.
    1. Service Animals:
    • Service animals are permitted on our vehicles and excepted from the BayRunner Shuttle pet policy. However, we kindly ask passengers to consider the vehicle’s size when booking rides with a service animal. 
    • Cats are not excepted service animals as defined by the ADA. 
    • Emotional Support animals are not excepted service animals as defined by the ADA.
    • Please refer to https://www.ada.gov/resources/service-animals-2010-requirements/ to view the full service animal policy and standard under the Americans with Disabilities Act (ADA) and Title lll. 

  10. Are your driver's subject to government certification?

    Yes. All of our drivers are carefully screened. To obtain Public Service Commission certification, they must pass an extensive background check and have a spotless driving record. Additionally, they are trained in the handling of customer service issues. Personal appearance and customer interaction are paramount in our organization.

  11. Can I bring my bike on the shuttle?

    We can usually accommodate 1-2 bicycles on the shuttle with 24 hours of advance notice. Please call the office at 410-912-6000 to check availability before booking your reservation. There will be a $10 charge for all bicycles.  Availability is not guaranteed.