Company Policies

Reservation Policies

Reservations should be made at least 48 hours in advance.

Forms of Payment – When travelling from our Orlando Terminal payments can be made in cash or with a credit/debit card. When travelling from any other location only cash is accepted.

If you have a reservation and no longer wish to travel, please contact us to cancel your reservation.

Unpaid reservations are not guaranteed.

Check-in Policies

GENERAL

Be sure to read all of the information below regarding check-in to avoid any confusion, inconvenience, or loss of reservations.

Departure times listed on our website and your email confirmation are DEPARTURE times, not CHECK-IN times. Passengers must be checked-in, luggage stored, and seated onboard the bus prior to the departure time so that the bus may depart on time.

When checking in with the receptionist, dispatcher, or driver please have all bags, both checked and carry-on, with you at the time of boarding for inspection. This will facilitate the check-in process and allow us to depart on time.

Passengers checking in for tickets purchased online with a credit card are required to show valid government-issued photo identification upon check-in.

Children over the ages of 15 travelling alone must provide a birth certificate, valid government-issued photo identification, or 2 non-government-issued forms of photo identification to validate the child's age. These documents are required in order for the child to travel.


CHECK IN PROCEDURES WHEN TRAVELLING FROM

Orlando Terminal: Check-in begins at least one hour before departure time. Please check-in with the receptionist counter inside of the terminal. Customers must be checked in by the Jet Set Express receptionist at least 30 minutes prior to the departure time in order to retain their reservation and avoid losing their seat. Any customer that has a reservation and checks in within 30 minutes of the departure time is no longer guaranteed his or her seat and will not qualify for a refund. We strongly recommend passengers arrive to check in one hour before their trip to avoid any inconvenience.

Kissimmee: Check-in begins 30 minutes before departure time. Any customer that has a reservation and checks in within 5 minutes of the departure time is no longer guaranteed his or her seat and will not qualify for a refund. Please check-in with the mobile dispatcher which is an individual walking around the Kissimmee departure location with a list of the passengers travelling. Any pending payments must be made to the dispatcher and all luggage or carryon items must be shown to the dispatcher to ensure a timely boarding process once the bus arrives. In the event a dispatcher is not present in Kissimmee the check-in process and payments will be received directly by our driver.

Service Plazas: Check-in will be performed directly by the driver when the bus arrives for pick up. Please be sure to be waiting at the correct location which is specified on your confirmation email under the "address" section. Passengers should not be waiting inside of the service plaza as our driver will not search for passengers that are not waiting outside of the designated location. Please keep in mind that the bus has numerous stops prior to your pick up location and may be late due to traffic or other ground transportation related delays.

All Other Locations: Check-in will be performed directly by the driver when the bus arrives for pick up. Please be sure to be waiting at the correct location which is specified on your confirmation email under the "address" section. Please keep in mind that the bus has numerous stops prior to your pick up location and may be late due to traffic or other ground transportation related delays.

Cancellation and Refund Policies

No changes, cancellations, or refunds within 24 hours of the departure time.

Missed or unused trips will not be issued refunds or credits so please be sure to request cancellations within the allotted timeframe and arrive early for all trips to avoid arriving late for your trip.

Changes are accepted when requested and approved by our team at least 24 hours in advance of the departure time.

Any credits left on file for the full amount paid must be used within 30 calendar days of the initial departure date.

Refunds will be issued when requested at least 24 hours in advance. A $2 fee per passenger per one-way trip will be assessed.

If you have a reservation but no longer wish to travel , please contact us to cancel your reservation.

Good Service Policies

To build a good reputation, it is necessary to keep a close eye on changes and take proactive actions to satisfy customer needs and exceed customer expectations. We are committed to providing safe, well-maintained vehicles manned by an elite group of professional drivers whose mission is to make every trip an extraordinary experience. If you are unsatisfied with the services you received, or you have any suggestions to help us offer better service, we would love to hear from you!

Travel Policies and Restrictions

Jet Set Express' pick-up and arrival times are estimates and are not guaranteed. Jet Set Express is not responsible for delays caused by breakdowns, road, traffic, weather, or other conditions. Any delay or deviation from scheduled times and/or substitution of services from another company will not merit compensation.

In the event of a delay or deviation from scheduled times caused by breakdowns, road, traffic, weather, or other conditions, it is the responsibility of the passenger to contact Jet Set Express for more information.

Should the passenger choose to utilize other means of transportation rather than wait for the Jet Set Express vehicle to be repaired or replaced, or rather than accept deviation from the estimated schedule times, Jet Set Express will not reimburse the passenger for any costs or offer compensation in any form.

Children under the age of 15 are not permitted to travel alone and must be accompanied by a guardian age 18 or older. A birth certificate or state-issued photo identification will be required for young adults who appear to be in this age range to ensure the individual meets the age requirement.

A seat must be purchased for each infant, child, and adult. Placing an infant or child on another passenger’s lap is not permitted.

Passengers checking in with tickets purchased online with a credit card are required to show valid government-issued photo identification upon check-in.

Our company reserves the right to deny service to any individual who disturbs the driver, passengers, or in any manner prevents Jet Set Express, Inc. from rendering its services properly.

Outside food and beverages are not permitted on-board the motorcoach.

All persons and carry-on and/or checked luggage are subject to search.

Headphones are required when listening to music, watching movies/shows/videos, and talking on the phone.

We kindly ask that you respect other travelers by minimizing phone calls and keeping a low volume throughout the trip.

Luggage Policies

Luggage is limited to two complimentary checked bags, no more than 45 pounds each and no more than 27 cubic feet, and one carry-on per person.

Overweight or oversized bags will be charged an additional fee per violation. Overweight bags will be charged $10 for the first 10 pounds overweight and $20 per every 10 pounds overweight thereafter. Oversized bags will be charged between $10 and $30 per item which will be assessed on a per case basis by our staff. Overweight and/or oversized bags are subject to approval and may not be accepted by Jet Set Express. Please consult with us prior to your trip should you have any questions or concerns.

Luggage covered in plastic wrapping is not permitted.

To be permitted on-board, carry-on items may not have wheels and must fit in the overhead compartment of the bus or underneath the seat. If the carry-on does not fit as specified, it must be checked at the expense of the passenger. In the event of limited cabin space, passengers may be required to check carry-on items under the bus, at no charge.

All persons and carry-on and/or checked luggage are subject to search.

Each person is responsible for his or her own belongings while using our services. If a piece of luggage including its contents is valued at more than $100USD, upon check-in the passenger must inform the receptionist or driver, and supplemental insurance may be purchased. If supplemental insurance is not purchased during check-in, then Jet Set, Inc. will not be liable for any damages and may be liable for up to $100USD per piece of lost luggage.

Under no circumstances should fragile and valuable items be packed in checked bags, but instead should be carried by the passenger.

A carry-on is a standard-sized purse or backpack. Luggage style carry-ons are not permitted. Each additional item may be checked* for a fee of $10 per item. (*on a space-available basis)

Parking Policies

Orlando Terminal Overnight Parking: $10 per night per vehicle

Kissimmee Parking: This pick up location is a meeting point and is in no way affiliated with Jet Set Express. Parking overnight at this location is at your own risk. Make sure to adhere to signs posted in the shopping plaza regarding parking.

All pick up locations coming from Miami, Fort Lauderdale, or the Service Plazas are meeting points and are in no way affiliated with Jet Set Express. If parking is available make sure to adhere to signs posted at each location regarding parking. Parking overnight at these locations, when possible, is at your own risk of being fine or towed.

Prohibited Items

Prohibited Items not allowed in checked bags or carry-ons:

Aerosol Paint
Blasting Caps
Pool or Spa Chlorine
Fire Extinguishers or Other Compressed Gas Containers
Fireworks or Firecrackers
Flammable Liquids or Gels
Flavored or Other Recreational Oxygen
Fuels
Gas Torches
Gasoline
Lighter Fluid
Liquid Bleach
Any Form of Explosives or Incendiaries
Spillable Batteries (Wheelchair Batteries Excepted)
Tear Gas
Turpentine or Paint Thinner
Vehicle Airbags
Flares or Flare Guns
Guns and Firearms
Ammunition
BB Guns
Compressed Air Guns
Gun Powder
Swords

Prohibited Items in Carry-On

Alcohol and Alcoholic Beverages
Metal Cutlery
Glass Bottles or Containers
Knives, Scissors, Axes, Other Sharp Items
Sporting Goods

Prohibited Items in Checked Luggage

Valuables
Fragile Items
Lithium Ion and Lithium Metal Batteries



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Customer support
407.649.4994
Information, changes, and sales: tours@jetsetusa.com
Complaints:
customerservice@jetsetusa.com
Jet Set Express, Inc., 3718 L B Mcleod Road Ste. B Orlando, FL 32805